Detoriating Service Of Nayatel

[fpga123]

Nayatel is having the worst year it appears as their service has gone to the lowest of the low standards lately. Maybe the expansion into Rawalpindi and other cities is to blame but that essentially falls on their technical department.

I have 2 Corporate and 1 Home connection. Though one would think that the corporate packages will be greatly reliable but NO they are worse. Not a day goes by that there are multiple outages, slow downs and what not... Home connections are relatively well off as they only pull crap after 3-4am. Imagine your connection saying no internet or running at 1Mbps speeds (speedtest proved).

Really I am just waiting for some new player to start FTTH/GPON in Islamabad, I'll switch right away!

 

[murtaza12]

What package are you using for the Home connection?

Also, if the Corporate connections are CIR, you should be able to complain about it, right?

Sent from my SM-G928C

 

[fpga123]

What package are you using for the Home connection?

Also, if the Corporate connections are CIR, you should be able to complain about it, right?

Sent from my SM-G928C

My Home package is 7mb, even today it has been running capped at 1Mbps... I feel like doing a massacre for a change...

Complaints are just temporary solution and total waste of time. First they waste your time by getting you do random inconclusive tests and then after 30-40m they get there people to come in which do some hanky panky, charge you 3-4k for the help and leave. And the next day, same crap starts...

Do they think that offices have such free time on their hands? Really since the new CEO has come, everything went downhill.

 

[mlk3232]

Dear Umair,

I am in Nayatel, let me know the ID's of the 3 accounts you hold with Nayatel and let me see how we can assist you with getting the best out of your Nayatel Broadband.

regards.
Rafey Malik

 

[mlk3232]

Dear Umair,

Earlier I have left a response for catering your issues using Nayatel home and corporate packages and haven’t heard since then. I would like to mention that Nayatel has been delivering its quality services for over a decade and based on our legacy Its a matter of great concern to acknowledge and provide support to its valuable customers. It is therefore requested to (PM) provide your Nayatel connection ID’s so we can take prompt action to troubleshoot any issues you may have.


Regards.

 

[StrikerX]

Dear Umair,

I am in Nayatel, let me know the ID's of the 3 accounts you hold with Nayatel and let me see how we can assist you with getting the best out of your Nayatel Broadband.

regards.
Rafey Malik

Dear Umair,

Earlier I have left a response for catering your issues using Nayatel home and corporate packages and haven’t heard since then. I would like to mention that Nayatel has been delivering its quality services for over a decade and based on our legacy Its a matter of great concern to acknowledge and provide support to its valuable customers. It is therefore requested to (PM) provide your Nayatel connection ID’s so we can take prompt action to troubleshoot any issues you may have.


Regards.

Tagging [MENTION=25134]fpga123[/MENTION]

 

[moosvi94]

i just hope some day ptcl starts recruiting this kind of hardworking staff too..
too much impressed

 

[jibrangulabbasi]

im sorry to hear about ur problems bro but for me nayatel has been excellent the customer service especially is miles ahead of anything in pakistan, in my case anytime i had any gaming/web related issue they fixed it in a matter of minutes of me emailing

 

[CodeLyoko]

Dear Rafey,

I recently shifted to Nayatel from PTCL after hearing praises about the fact that it offers superior connectivity and up time as compared to PTCL. However, in the past two weeks - the fiber connection (somewhere outside of my home) has been cut two times - each requiring a 8-12 hours of repair time. I am currently writing from 3G hotspot conenected through my mobile. I am really surprised over these issue - even PTCL didnt give this high a frequency of severe outages. I talked to the Nayatel guy and he said he cant do anything about it and if it happens "a few more times, Nayatel might consider doing a root cause analysi". I am now considering shifting back to PTCL if the problem persists. Disconnections of a few minutes from PTCL are preferable over disconnections spanning hours. I dont suppose you can help me out?

Dear Umair,

I am in Nayatel, let me know the ID's of the 3 accounts you hold with Nayatel and let me see how we can assist you with getting the best out of your Nayatel Broadband.

regards.
Rafey Malik

 

[umair392]

Yeah there is a lot of lag especially on youtube, twitch and other sites and if you call them they will make you believe that there is something wrong on your side. They are not coming clean with whats really happening.

 

[umair392]

@fpga123 you are absolutely right, same thing is happening to me.

 

[CodeLyoko]

Yeah there is a lot of lag especially on youtube, twitch and other sites and if you call them they will make you believe that there is something wrong on your side. They are not coming clean with whats really happening.

Same here. Wonders whats up

 

[CodeLyoko]

Also google doesnt appear to be opening on Nayatel sometimes due to an outdated security certificate or something (seems to be a Nayatel DNS problem). :/ And i just noticed this thread doesnt appear on Google if you search for it. Guess Nayatel doesnt want potential customers to see this.

 

[mlk3232]

Dear Umair,

Please provide your Nayatel ID. or email your ID on "[email protected]" don't forget the add Pakgamer in subject.

regards.

 

[mlk3232]

Dear CodeLyoko,

Kindly suggest me your ID so I could see the area wise activity schedules and make the support contact you for the best assistance.

please email on [email protected]

best regards.

 

[moeenm]

About 3 weeks ago, I got my DOTA 2 server route optimized by Nayatel support (because they said they can only optimize route to one server, so I asked them to optimize singapore route instead of EU-West OR Dubai route). As a result I got pings of 90-110ms to SG server and I was happy. Moreover, when my route got optimized I got even better pings to EU-West, India and Dubai server. The support is really friendly.

Now I am observing constant 1-minute disconnections happening randomly 4-5 times during a 1 hour game. Flushdns / renew ipconfig doesnt solve this problem. I got low priority penalty due to these disconnections today and Im starting to think on the same page.

I never doubted Nayatel support, and I love being a Nayatel Customer in this regard but maybe its getting out of their hand to provide flawless service to their customers? Most of the time their support responds blazing fast, within 30 minutes of complain SMS and I get satisfied within next hour. I am not disappointed from Nayatel the way I was disappointed with ****y PTCL support. I disconnected from PTCL completely and I am availing Nayatel Landline facility as well, which is absolutely flawless to my experience.

I hope they keep up with the quality pace in future as they expand their services and do not end up in the same bin as what PTCL did with their un-handle-able network.

 

[GenFaz]

About 3 weeks ago, I got my DOTA 2 server route optimized by Nayatel support (because they said they can only optimize route to one server, so I asked them to optimize singapore route instead of EU-West OR Dubai route). As a result I got pings of 90-110ms to SG server and I was happy. Moreover, when my route got optimized I got even better pings to EU-West, India and Dubai server. The support is really friendly.

Now I am observing constant 1-minute disconnections happening randomly 4-5 times during a 1 hour game. Flushdns / renew ipconfig doesnt solve this problem. I got low priority penalty due to these disconnections today and Im starting to think on the same page.

I never doubted Nayatel support, and I love being a Nayatel Customer in this regard but maybe its getting out of their hand to provide flawless service to their customers? Most of the time their support responds blazing fast, within 30 minutes of complain SMS and I get satisfied within next hour. I am not disappointed from Nayatel the way I was disappointed with ****y PTCL support. I disconnected from PTCL completely and I am availing Nayatel Landline facility as well, which is absolutely flawless to my experience.

I hope they keep up with the quality pace in future as they expand their services and do not end up in the same bin as what PTCL did with their un-handle-able network.

Hello!


I believe the following are responsible for that:
- the recent and ongoing DDoS attacks could be the major reason

with minor ones being (shouldn't effect anybody till high broadband speeds)

- being GPON, the users get a time slice to send/recieve data ... the more per splitter, the poorer the service ... though even with less users, the inherent nature of the problem stays
- the priority for traffic for majority of users is not set properly in the router

What you can do is to wait it out and see if it improves or not! Try rebooting the ONT as well to get a different IP range!


Regards,
Ahmed

 

[moeenm]

Hello!


I believe the following are responsible for that:
- the recent and ongoing DDoS attacks could be the major reason

with minor ones being (shouldn't effect anybody till high broadband speeds)

- being GPON, the users get a time slice to send/recieve data ... the more per splitter, the poorer the service ... though even with less users, the inherent nature of the problem stays
- the priority for traffic for majority of users is not set properly in the router

What you can do is to wait it out and see if it improves or not! Try rebooting the ONT as well to get a different IP range!


Regards,
Ahmed

Hi, Brother Ahmad.

Yes, I do frequently reset my Modem first before contacting support. This has been a practice even before I was experiencing disconnections.

These disconnections are gone for now but the most bothersome is streaming speed from youtube/steam/vimeo going @ 70-90KB/s level and I cannot stream beyond 360p/480p quality. Thank you for a quick reply. I have even tried setting DNS to Google's / OpenDNS / various public DNSes but to no avail.

I have used my VPN subscription and that gives me better streaming speeds than my native connection. Probably something with the connection route again?

 

[GenFaz]

Hi, Brother Ahmad.

Yes, I do frequently reset my Modem first before contacting support. This has been a practice even before I was experiencing disconnections.

These disconnections are gone for now but the most bothersome is streaming speed from youtube/steam/vimeo going @ 70-90KB/s level and I cannot stream beyond 360p/480p quality. Thank you for a quick reply. I have even tried setting DNS to Google's / OpenDNS / various public DNSes but to no avail.

I have used my VPN subscription and that gives me better streaming speeds than my native connection. Probably something with the connection route again?

Hello Again!


Would you mind sharing the screenshot of the WAN Status page of the router! Here is an example:

What is of interest here is the Gateway and your IP address!

Another thing you could do is enable "Stats for Nerds" on youtube and see what's going on with the connection streaming rate ... try it without any other users connected to the router ... also stop any background services if possible on the test device!


Regards,
Ahmed

 

[GenFaz]

And here is a screenshot that I took a little bit earlier for a youtube video (First Look at Nintendo Switch, https://www.youtube.com/watch?v=f5uik5fgIaI) showing the stats towards the end of the video:

- The connection speed remained pretty much constant
- Buffer health remained good throughout with it dropping off as expected towards the end of the video


Note: I do however use NortonDNS as the primary DNS with one of Nayatel's own configured as the secondary on the router itself!

Regards,
Ahmed