Wi-Fi Issues after Changing nbn Provider

Redhill1968 on 25/11/2024 - 09:15
Last edited 25/11/2024 - 10:47 by 1 other user

Hi All,
I switched to More Internet 4 days back (40% discount and I have used the service 2 years ago), I was with Leaptel. I have been using the same Telstra Smart Modem 3 (Cobra XH) with both providers and before that. The only difference is that for some reason, More provisioned the service on UNID1 instead of UNID2, where it has always been since I moved to this house 3 years ago.

I can see the correct speeds 250/25 when doing a speed test but whenever I go to any website on the phone or laptop, it pauses for a bit then connects (10-15 seconds), also having issues with buffering at times on the TV, outlook not connecting and downloading emails smoothly. It appears to work properly and fast for a bit then stops for a bit. I spoke to More twice and they say that its totally fine from what they can see. I did not have any of these issues before.

Would changing to UNID1 made this difference?
Seems like a wifi issue but I haven't changed anything so….its pretty frustrating (wife complaining etc)

Any suggestions?

Thanks in advance.
RP

Internet Broadband FTTP nbn

Comments

  • geekcohen on 25/11/2024 - 09:21
    +5

    Did you do an ethernet test? If not, do that and then report back.

  • geekcohen on 25/11/2024 - 09:21
    +4

    Are you also using custom DNS or the ISP DNS?

    • Redhill1968 on 25/11/2024 - 09:24
      -1

      I am not sure what that means so I am guessing ISP DNS.

      • geekcohen on 25/11/2024 - 09:27
        +5

        The Domain Name System (DNS) is a fundamental component of the internet's infrastructure that translates human-friendly domain names into machine-readable IP addresses. Think of DNS as the internet's phone book: it allows users to access websites using easy-to-remember names like www.example.com instead of memorizing numerical IP addresses like 192.0.2.1.

        Maybe consider changing your DNS configuration (within your Router) to Google or CloudFlare

        I've had cases where things work fine, but the odd other things does not work fine. Change the DNS from default ISP and issues fixed.

        • mskeggs on 25/11/2024 - 09:36
          +3

          It's always dns
          (I tell a lie, once it was packet fragmentation from mismatched mtu sizes)

        • Redhill1968 on 25/11/2024 - 09:41
          +8

          I have changed it to Cloudfare and things have definitely become faster with no pausing….thank you so much. I will keep monitoring and then report back later in the day about performance.

          Once again, thank you Ozbargain community…you guys rock.

          • geekcohen on 25/11/2024 - 09:44

            @Redhill1968: You're Welcome

            • hazzad on 26/11/2024 - 09:07

              @geekcohen: DNS settings when flipping to some providers with Telstra modems is problematic. I've had to resort to factory resetting my unit at least once due to random issues but some providers definitely behave oddly depending on which dna provider you have set in the DHCP settings of the modem.

        • HeWhoKnows on 26/11/2024 - 15:57
          -1

          Interesting
          Im getting some buffering when I use Samsung TV Plus which is basically a bunch of free internet TV channels.
          In particular it happens when Im watching SkyNews which is one of the SamsungTV Plus channels.
          Some nights there is no problem.
          Other nights there is lots of buffering with the picture and sound freezing whilst its buffering, after which it seems to reconnect with nothing lost.
          Occassionally I see the picture switching from HD to SD and ten back again a short while later.
          Im on a 25/8 NBN plan with only me in the house.
          So no other uses to share the internet.
          I would have though 25Mbps would easily support Samsung TV Plus (as it seems to do).
          The router is located close to the TV (almost in the same room)
          I have no problem with Netflix and other streaming channels

          Would switching to Google Public DNS help resolve my buffering issue?

          Your thoughts?

          • Ramrunner on 27/11/2024 - 14:54

            @HeWhoKnows: No - it won't fix it I think - but it can't hurt.

            Too many things your problem could be. Try a speedtest while plugged into the router, if that is OK then maybe do a speed test on the TV to see the difference.

            Analiti springs to mind.

  • netjock on 25/11/2024 - 09:27
    +4

    Try cloudflare internet speed test. It will do trace routes and also show packet loss.

    I had the same problem when going from 50/20 to 100/20 with Optus. I could see from Cloudflare traceroutes were dropping out and packet loss was like 30%+

    • geekcohen on 25/11/2024 - 09:29

      Try cloudflare internet speed test. It will do trace routes and also show packet loss.

      Oh I am so using this moving forward! The Packet Loss functionality is brilliant!

      • netjock on 25/11/2024 - 09:32
        +2

        I used it and took a screenshot every hour to stick it to Optus.

        Optus tech support just keeps on telling me the line is synced properly. With the report I can show which part of the route is dropping out. Then when I left I did Cloudflare test and traceroutes to show them it was their configuration problem not me.

        Some of these tech support teams just tell you "switch off and back on", things look okay from our end and try to fob you off. When you have 30% packet loss you can't reasonably work from home.

        • geekcohen on 25/11/2024 - 09:36

          Of course, that is terrible.

        • AndyC1 on 25/11/2024 - 20:11

          Yes it works yes it does.
          Yes we have no idea about helping if it is not in the script, so yes we do follow scripts and nothing but the scripts.
          Yes we look after the shareholders yes we do.

          Optus tech support is not great. When I was with them I never got any call backs until I made a formal complaint (not a phone support call that was a complaint). The tech support had no idea what a Mobile band was when they were supporting mobile broadband. Go figure. I also point blank asked if there was any complaints or maintenance being done on the the tower I was connected to and they said no, but within an hour Optus web site had the tower under maintenance.

      • Dolt2020 on 25/11/2024 - 09:39
        +1

        2nd that! Sick of using ookla, this looks much better. Thanks @netjock

        • netjock on 25/11/2024 - 09:52

          Ookla gave me 100/20 on speed test. But it took like 5 seconds to hit 100. So I suspected something was wrong that is why I started digging and found cloudflare. Saw the packet loss then dug further and used command prompt traceroute to figure out where it was all dropping.

        • ginger-gin on 25/11/2024 - 14:50

          Some dodgy ISPs now they have policy statement to not throttle ookla speed test so you wont find any issue when doing speed test but other services 🤔

    • Redhill1968 on 25/11/2024 - 09:43
      +1

      Thanks, did try that and had no packet loss (after I changed DNS to Cloudfare).

    • CheapandUsed on 25/11/2024 - 10:54

      Damn my 100/20 is giving me 40/25 according to that test…

      • netjock on 25/11/2024 - 11:00

        Check whether you have QoS set on your router?

    • kiitos on 26/11/2024 - 08:14

      Will try this, I seem to feel similar delays when using speed boost. Thanks!

      • netjock on 26/11/2024 - 10:18
        +1

        Ole hyvä

  • A2E2 on 25/11/2024 - 09:44

    I was in the same situation, switching from Superloop (I have a Telstra Gen 3 router). I tried changing the DNS, and it worked for the most part, but not 100%.
    Using a VPN would fix the problem, but you can not use it on all your devices, TVs etc - at least it is not easy.
    I had a similar problem with 'Mate' NBN, but neither changing DNS nor using a VPN fixed the issue. I ended up changing my provider.

    • netjock on 25/11/2024 - 09:51
      +1

      Think I went from Mate to Optus. Then Optus went pear shaped and I went to Tangerine 50/20 and waited for upgrade to 100mbs.

  • Twix on 25/11/2024 - 10:47

    @Redhill1968 Changing UNI-D ports makes no difference and it doesn't affect your Wi-Fi.

    An nbn provider can put your service on any of the four UNI-D ports or take over the existing UNI-D port.

    Call up Leaptel to cancel UNI-D2.

  • tulip99 on 26/11/2024 - 10:54

    I just tried the cloudfare speed test and it says my speed is 21mbps which I thought was good, because I'm on wireless wifi through NBN and have never been able to get the super fast speeds with TPG or it costs too much. But it says video streaming poor and online gaming poor.

    It also says under Packet Loss Test:
    Unable to perform measurement: ICE connection timeout!

    I can only get 1/3 of the internet up right now - this site, Gmail, Facebook. This is the 3rd time in a week it's happened. Firefox is down but I'm using Chrome browser right now.

    • geekcohen on 26/11/2024 - 11:00

      It sounds like you are on NBN Fixed Wireless, which is known for its reliability issues and poor performance. You should consider Starlink.

      • tulip99 on 26/11/2024 - 11:11

        Yes I am but Starlink is too expensive right now. I'm already paying $70 per month for unlimited.

        • geekcohen on 26/11/2024 - 11:34

          Unfortunately, it is unlikely that Starlink's pricing will ever go down; if anything, it could go up. Recently, they increased their Roaming Unlimited from $175 to $195.

          However, everyone I have assisted in getting Starlink going has not regretted it. Yes, it does cost extra, but the benefit outweighs the additional cost.

    • Twix on 26/11/2024 - 12:05

      The max speed tier TPG offer on nbn Fixed Wireless is 25/5.

      100% of the nbn Fixed Wireless network can get the 100/20 speed tier. Leaptel have 100/20 for $64.95/m for 12 months. You may need a new nbn Fixed Wireless NTD and nbn antenna and you may be able to get 250/20 or 400/40 depending on where you live.

      nbn Fixed Wireless plans.
      nbn Fixed Wireless upgrade details.

  • tulip99 on 26/11/2024 - 12:35
    +1

    Oh! Thanks :-)

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