Title
Slow throughput on Hyperfibre
Testing needs to be performed using a computer that is connected via ethernet. If your customers speed test results are considerably below 1Gbps, they are most likely using Wi-Fi – ask your customer to connect through ethernet to test.
| Basic checks |
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| Is your customer testing with a computer that is connected via ethernet? |
| What speed test server are they using? Make sure it’s a server on your network. |
If the speed test results appear capped at 1Gbps (~930Mbps), this suggests a 1Gbps ethernet port. Check the following: - Are they plugged into the 10 Gbps port on the RGW?
- Is the ethernet port on your customers computer a 10Gbps port?
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If your customer is connected through ethernet and getting speeds above 1Gbps, but below the advertised Hyperfibre speed, check: - Run multiple speed tests – are the results always around the same value? If yes, this suggests a hardware limitation.
- What are the computer hardware specifications? Do they meet the requirements?
- Is there a second computer we can test with?
- Are the results what you would expect to see once encryption, error correction and overhead are factored in?
- Are there any other devices currently connected to the network? Disconnect them and retest (eliminate usage).
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If speed test results are variable and all previous steps have been exhausted: - Guide the customer through performing several pathping tests using command prompt.
- Escalate to your internal Tier 2 Assure team to check:
- Do the pathping tests show any packet loss or latency spikes within your network? If yes, escalate to an engineer.
- Check handover utilisation
- Check backhaul link utilisation
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If all previous steps have been exhausted and you suspect a Chorus network problem, submit a fault ticket to Chorus supplying all the relevant info. Chorus will check: - Check backhaul utilisation
- Check for any degraded links
- Check optical levels
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The most likely factors that will influence throughput are all customer related: - Testing through Wi-Fi
- Testing to a faraway speed test server
- 1Gbps ethernet ports
- Insufficiently powerful computer hardware
- Utilisation on their own network
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Possible RSP-network factors (somewhat unlikely): - Handover utilisation/congestion
- Backhaul utilisation/congestion
- A faulty link somewhere in your network
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Possible Chorus-network factors (extremely unlikely): - Backhaul congestion
- A faulty link somewhere in the network
- Degraded optical levels / damaged fibre (this is uncommon as any damage to fibre usually results in complete loss or extreme service degradation).
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