HX50 Running Slow

Good morning sir,

I have been following your case with your agent as you know and wanted to clarify a few points and see if we can put this issue to rest.

As per the GOS the minimum is 64kbps, however we always strive to achieve close to the average throughputs, in your case 900kbps. If this is consistently falling short then we have an issue to address.

Upon removal of the router and testing directly yesterday on an HTTP download from a UK based mirror your throughput was in the 800+kbps range for the duration of the test so there appears to be a discrepancy between the results and this is what we need to determine. Please note that whilst the speed tests will give a reasonable impression they do not necessarily represent the true performance as they are measuring a burst.

At the quoted speeds of approx 130kbps streaming constantly and without overheads would take well over two days, probably nearer three days with overheads taken into account so the numbers don't quite add up.

P2P and Torrents are a well documented cause of performance issues on networks and despite limiting the sessions on the router the individual client pc's will still be attempting to open sessions, resulting in lots of broken tcp or udp connections. Some of the forums users will no doubt add further comments concerning their impact. Whilst the router may have phyical connection limits far in excess of a few hundred, the satellite modem still has to process those queues over the spacelink and this is where the bottleneck is likely to occur.

Nonetheless the results seen behind the router do not reflect the service you should expect so I would like to propose two methods of troubleshooting.

- Re visit directly testing the performance (without the router connected) with your agent and myself in the loop so that we may monitor. This should determine whether the raw system performance is the cause of the slow speeds.

- If you are in agreement I would like to look at your router configuration. Although I understand the router was purchased elsewhere, we are experienced with retailing and configuring Draytek routers for use on these links and second pair of eyes on it wouldn't hurt. You will need to enable remote management on the router in order to facilitate this.

We want to ensure the system is meeting your expectations within the capabilities of the system and that your users enjoy problem free service. Please contact myself or your agent at your convenience to discuss the case further.

By all means setup the second system for comparison however I would recommend we run through some essential checks before you go to the effort of doing so.

I can be contacted: james at bentleywalker dot com (edited due to spam) Please cc your agent to ensure they are kept in the loop.

Best regards,

James - Bentley Walker.

In terms of load balancing there is no issue with mixing sats at all. Please contact your agent for activation should you want to install a second system on W6.

The systems can be reprogrammed however to ensure things move along quickly there is less admin work involved in activating f your modem is pre registered on a specific satellite as we will already have it configured on the NOC side.

Hope this helps.

Regards,

James - Bentley Walker