The story of Bahnhof a Swedish ISP!

The 24th of March 2009 we called Bahnhof (Our Internet Service Provider) to make an error report due to the poor internet speed we had. We are paying for a 100/100 Mbit line and we didn’t reach that limit even close. Bahnhof is giving a guarantee of 70% of the bandwidth which you are paying for, but we have never been near that limit not even for the last 2½ months we have had it. Though the 24th of March we had a lot of struggle with our Internet and we tried running some test’s from ex. TPtest.se which showed we only had 30 Mbit in download and 3 Mbit in upload. We call the Bahnhof Support the same day the 24th of March and they created a ticket and said they would make an error report to their Second level. Two days after we received a sms that the problem had been resolved, but that was not even close. If something it had become worse. We quickly made an Speed test again from TPtest.se and it showed we had around the same speed so we contacted them again, the support said they would created a new ticket and the same happened, 3 days after the ticket was closed.
On the third day when we received the sms we again made a speed test and it showed our 100/100Mbit line was down to 5.5 Mbit in Download and 2.2 Mbit in Upload so the state had actually become worse than a VERY poor ADSL line.
We wrote them again and with the same result as the many other times, they would make a new error report.
The 6th of April I wrote them again to get a status report – And to tell them our Download speed had become a bit better, now we had reached 39.3 Mbit in Download speed and 2.5 Mbit in Upload speed, so not even close to the 70% of the 100/100 Mbit.
They now wanted us to make a TP-test towards their own server’s and the result we got now was pretty chocking:
TCP download : 5.57 Mbit/s
TCP upload : 0 bit/s
UDP download : 0 bit/s
UDP upload : 92.36 Mbit/s

I wrote the result to them and got a new answer back:
Bahnhof Support:
Hi!
>
> The city net had problems that day and has been fixed the same day, if
> You still have problem please send us a new TP-test.
> We need 2 tests, one from the standard server and one from
> TP-test.bahnhof.se port 1634.

I of course agreed sending them these two tests, this was sent to them the 8th of April
08/04-2009 – Bahnhof – TP-test, click here
08/04-2009 – IP-Performance – TP-test, click here

Now they wanted us to try with another computer. So I answered them back what we had tried:

1) Changed Network cable
– tested with both a CAT5e and a CAT6 cable both brand new
– We have tried to connect directly to the Ethernet outlet and through a HP ProCurve Switch – None of these does any difference to the speed.

2) We have tried to use three different machines
– 1: Core2Duo 3.2 GHz, 4 GB Ram
– 2: Intel Core2Quad 2.6 GHz, 4 GB Ram
– 3: Intel Xeon Quad 3220 2.4 GHz, 8 GB Ram

So we have kind of done everything we can to test the equipment in our apartment.

The 14th of April I sent them a new TP-test
14/04-2009 – Bahnhof – TP-test, click here
14/04-2009 – IP-Performance – TP-test, click here

Since the 8th of April the only thing we have heard from Bahnhof was that they are still waiting for an answer from their Second Level Support and that was the 17th of April.

I’ve decided to make Speed test’s everyday till this problem is resolved, which as it seems now can take atleast several month more.

TP-test’s will be listed below:
17/04-2009 – Bahnhof – TP-test, click here
17/04-2009 – IP-Performance – TP-test, click here

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18/04-2009 – Bahnhof – TP-test, click here
18/04-2009 – IP-Performance – TP-test, click here

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
19/04-2009 – Bahnhof – TP-test, click here
19/04-2009 – IP-Performance – TP-test, click here

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
20/04-2009 – Bahnhof – TP-test, click here
20/04-2009 – IP-Performance – TP-test, click here

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
21/04-2009 – Bahnhof – TP-test, click here
21/04-2009 – IP-Performance – TP-test, click here

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
22/04-2009 – Bahnhof – TP-test, click here
22/04-2009 – IP-Performance – TP-test, click here

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
23/04-2009 – Bahnhof – TP-test, click here
23/04-2009 – IP-Performance – TP-test, click here

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
24/04-2009 – Bahnhof – TP-test, click here
24/04-2009 – IP-Performance – TP-test, click here

Now one month after they have written about their first “Error in their Network” – But when we call them they can’t confirm it’s regarding our issue.

Det är för närvarande driftstörningar i nätet, tekniker arbetar på att lösa problemet så snart som möjligt.
2009-04-24 16:39

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25/04-2009 – Bahnhof – TP-test, click here
25/04-2009 – IP-Performance – TP-test, click here

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
26/04-2009 – Bahnhof – TP-test, click here
26/04-2009 – IP-Performance – TP-test, click here

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
27/04-2009 – Bahnhof – TP-test, click here
27/04-2009 – IP-Performance – TP-test, click here

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
28/04-2009 – Bahnhof – TP-test, click here
28/04-2009 – IP-Performance – TP-test, click here

Även störningar 27/4 tekniker arbetar på problemet.
2009-04-28 11:25

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29/04-2009 – Bahnhof – TP-test, click here
29/04-2009 – IP-Performance – TP-test, click here

Bahnhof called and asked if the problem had been solved – Answer no, 38 Mbit in Download and 1.08 Mbit in Upload.

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
30/04-2009 – Bahnhof – TP-test, click here
30/04-2009 – IP-Performance – TP-test, click here

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
01/05-2009 – Bahnhof – TP-test, click here
01/05-2009 – IP-Performance – TP-test, click here

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
02/05-2009 – Bahnhof – TP-test, click here
02/05-2009 – IP-Performance – TP-test, click here

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
03/05-2009 – Bahnhof – TP-test, click here
03/05-2009 – IP-Performance – TP-test, click here

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
04/05-2009 – Bahnhof – TP-test, click here
04/05-2009 – IP-Performance – TP-test, click here

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
05/05-2009 – Bahnhof – TP-test, click here
05/05-2009 – IP-Performance – TP-test, click here

* * * * * * * * * * * * * * * * * * * * * * * * * * * * *
06/05-2009 – Bahnhof – TP-test, click here
06/05-2009 – IP-Performance – TP-test, click here

Seems like the problem is fixed, but haven’t gotten a confirmation from Bahnhof yet! Still not 70% of 100Mbit but better than now!

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