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weaselbuddha

join:2007-10-12

[MB] What is the deal with Shaw and Europe?

It has been a long week...

Late last week, a customer of mine came to me, commenting on his new VPS service that he gets from us, "Great service, but you have horrible FTP speeds! Speeds to my previous provider were so much better". Something every provider dreads hearing.

Since we provide gig service, and no one else was complaining, the speeds I get from my machine to his server are excellent ...and he's running a Mac. I figured he had a configuration issue: FTP, Firewall, Router, etc.
One by one we knock those out, same client I 'm running, same version, same protocol, same settings, just different OS. He just can't get beyond 350KB in a single connection, but can get multiple connections all running at or below 350.

OK, something about FTP? some weird OSX thing? We try switching out FTP clients, no difference. Finally, I have him test other protocols, HTTP max 350, SSH max 350. It ain't FTP.

Now from my machine I'm seeing like 5mb to his Dutch VPS, and he has a much better ISP package, 100M/5M from Shaw, should be able to beat the hell out of my speeds.

And he does, testing, ftp'ing a distro from mirror.nl.leaseweb.net/ubuntu-releases/ he gets great speeds.

So we do a traceroute, I compare his to mine, I'm going Cogent over the pond to our DC. Him, Level3. Ah! Some peering problem with Level 3, so I switch him over to Active FTP, and make the changes to route the back traffic over Cogent. No difference. We install an FTP server on his Mac, and try transferring from his VPS directly to him at home, same thing! Limited to 350. Level3, Cogent, makes no difference.

Now I'm starting to look like an idiot, I've said oh, about three times now, this will solve the issue. And we have a head scratcher, it doesn't appear to be peering, he is getting good speeds connecting to Europe at other servers, isn't his server, all but him are getting good speeds, all good to his server. What the hell is going on?

Now it occurs to me, he said his previous VPS had no issues, wonder who handles them: Traceroute, ah, LeaseWeb. Could that be it? We test here, we test there, different backbones, and we discover that if you go Leaseweb, no speed limit, but anyone else 350KB per connection. What is the deal with LeaseWeb? My DC explains it, easy, LeaseWeb's AS is stateside.

Now you are probably saying nice story, but why are you posting it here?

Is Shaw throttling connections to Europe to 350KB? What other explanation is there for what we are seeing?

Who does my customer speak to about his extreme speed package actually being anything but?

And finally, my only other question, who do I talk to at Shaw to get reimbursed for a week of work spent figuring this out?

See Shaw is big, I'm tiny, so people think, without asking that my service is poor/slow/sucks, not that their ISP is throttling them.


kevinds
Premium
join:2003-05-01
Calgary, AB
kudos:3

1 edit

I never had any issues like this, but I can fire-up a server in Europe and test this later today/tonight.

FTP upload is slow? Or download is slow?

I don't know where your client is in relationship to you, can you take your computer there, and run the same tests direct to the modem.

Also, which plan is your client using from Shaw?
--
Yes, I am not employed and looking for IT work. Have passport, will travel.


kevinds
Premium
join:2003-05-01
Calgary, AB
kudos:3
reply to weaselbuddha

Ok, I just grabbed copy of CentOS ~4GB for Disk1

University of Denmark 1 thread was around 650KB/s

10 threads is transfering just over 3700KB/s right now using HTTP.

20 threads is around 6500KB/s, but does fluxuate to 7500KB/s, I'm happy with this speed.

--
Yes, I am not employed and looking for IT work. Have passport, will travel.


weaselbuddha

join:2007-10-12

1 edit

It appears Shaw has acknowledged that there is an "extremely rare" problem in speeds to Europe. Most notably across Level 3.

This was via Shaw Tech phone support to our server holder/customer.

I don't know what to make of this, but we are hopeful it means that our guy will see a meaningful fix.
--

Kevin, Thanks!

We've seen a increase bump in the channel/connection limit from 350, to around 750, pretty consistently. Haven't had alot of time to characterize it yet.

Who was the backbone for your Denmark test?

Thanks,
wB


kevinds
Premium
join:2003-05-01
Calgary, AB
kudos:3

3 70 ms 47 ms 31 ms 64.59.132.201
4 32 ms 43 ms 27 ms 66.163.78.25
5 48 ms 47 ms 47 ms rc1wh-ge6-0-0-1.vc.shawcable.net [66.163.77.206]

6 46 ms 48 ms 49 ms rc1ec-tge0-0-0-0.il.shawcable.net [66.163.65.17]

7 109 ms 85 ms 67 ms rc2hu-ge7-0-0.ny.shawcable.net [66.163.76.233]
8 164 ms 191 ms 167 ms 66.163.77.38
9 163 ms 192 ms 158 ms nl-sar.nordu.net [195.69.145.203]
10 169 ms 183 ms 240 ms dk-uni.nordu.net [109.105.97.26]
11 170 ms 169 ms 172 ms ndn-gw.fsknet.dk [109.105.102.38]
12 170 ms 171 ms 167 ms 130.225.166.242
13 172 ms 169 ms 191 ms web3.fysik.dtu.dk [130.225.86.28]
--
Yes, I am not employed and looking for IT work. Have passport, will travel.


weaselbuddha

join:2007-10-12

My client has been talking to Shaw all night, and the see the problem.

I'm getting various and conflicting responses, at one point a claim was made that Level3 is throttling of traffic coming out of NL, at their London hub, because their fiber is being abused, too much of the traffic out of NL is torrents, porn, and illegal streaming.

That doesn't explain why Cogent out of NL is seeing the same speeds (exact) to Shaw.

I am pleased with Shaw's initial response, they are now saying they see the problem, and have escalated the issue to some sort of NOC level support.

Here is hoping that things get fixed.


weaselbuddha

join:2007-10-12

1 edit
reply to kevinds

[] Trace Route []

Looks like Nordu is the backbone, the speeds you are getting are better than those that we are seeing on Level3 and Cogent, but not quite as good as what we are seeing on LeaseWeb.

I'd be curious if you can find and NL server served by Cogent or Level3, what kind of multi-threaded FTP speeds you'd see.

Appreciate the hand


kevinds
Premium
join:2003-05-01
Calgary, AB
kudos:3

yourwebhoster.eu 6000KB/s openpeering.nl

widexs.nl 9999KB/s not sure which route it is taking

peeweetelecom.nl 6200KB/s Level3

uu.nl 5500KB/s same as widexs.nl

triple-it.nl 6800KB/s same as widexs.nl

transip.nl 6900KB/s not sure

supportex.net 9999KB/s leaseweb.net

spango.com 5400KB/s as5580.net - Max of 14 threads

prolocation.net 5000KB/s llnw.net

Each set for 20 threads, I went through about half of the CentOS mirrors, I'm sure the bandwidth team is loving me today

Being able to pull 100mbps from a single host in NL, that surprised me.
--
Yes, I am not employed and looking for IT work. Have passport, will travel.


Gotspeed

join:2011-12-30
reply to weaselbuddha

Hey weaselbuddha, did you ever get your issues solved? I'm interested in the outcome of your investigation with Shaw and your clients situation.


weaselbuddha

join:2007-10-12

We haven't heard from Shaw, speeds are still questionable.

We have recommended moving to a ftp client that segments as well as being multi-threaded.

Our member who raised the issue has been working out of town, but once he returns I'll publish an update.

We may slso try setting up a vpn circuit, see if that makes a difference.