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Thread: Low download speed

  1. #1
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    Unhappy Low download speed

    Hello!
    When trying to download files, the download speed is quite low for more than a week now.
    Normally the speed is at 1,5-2,0 MB/s but now it is between 150KB/s and 250 KB/s (no matter what time of day it is)
    Tried to change the download server (NL to US) but that doesn't work.
    Bandwidth test doesn't work either.
    There are no such problems when I try to download files from other websites.

    Thanks in advance.
    4711er

  2. #2
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    I am also having the same issue

  3. #3
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    Since the changes were made to the media content servers, I too have noticed the drop in download speeds too (also by a factor of 10 as suggested by 4711er above).
    When the old servers were still available I noticed that they gave the download speeds that I am used too, while at the same time the new servers were much slower.
    I had thought this was due to the migration to the new servers at the time, but I assume this migration has completed now?
    Given the size of the video files now we need the download speed to be of an appropriate speed.

    20+ minutes to download a 350MB file is not what I am used to from the site

  4. #4
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    If you consistently get a low download-speed for days, do use the feedback form to request assistance with that. Please include the name and version of the browser you use and your location. That way staff can check to see if there is a pattern and possible pinpoint a cause.

  5. #5
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    I used the feedback form a few weeks ago when i first noticed the issue but have yet to receive a response.
    One thing that definitely seems to be broken is the Bandwidth Tester at least if you can look into that then we can all be sure we are downloading from the most optimal servers.

  6. #6
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    Ok, the BW Tester indeed doesn't work. I've created a ticket for that problem.

    Have you tested changing location manually without using the tester at all?

  7. #7
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    I have tried changing the server location and downloading files with US or NL servers selected - I don't think that works anymore either!
    Whichever location I select my downloads appear to be coming from the same group of servers (cdn30 thru cdn34)
    I was curious so I tracerouted them and it tells me they are located in MOSCOW!! and it has taken 31 hops to get there during which I get bounced across to the US and back again before reaching the server.

    This explains why the new servers are worse than old ones and why I noticed the change from the moment the migration started.

  8. #8
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    Quote Originally Posted by Jimothy View Post
    Whichever location I select my downloads appear to be coming from the same group of servers (cdn30 thru cdn34)
    I was curious so I tracerouted them and it tells me they are located in MOSCOW!! and it has taken 31 hops to get there during which I get bounced across to the US and back again before reaching the server.
    Hello,

    The servers cdn30 thru cdn34 your downloading from are located in the Netherlands. Would you mind sending your traceroute to support here or posting it in this thread showing the location of Moscow?

  9. #9
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    If you look up any of those servers IP addresses online they locate them Moscow or elsewhere in Russia.
    Maybe they were originally allocated to Russia, if that's the case I expect that the majority of ISP's routing tables need updating.
    If I am being bounced virtually all the way around the world to get to this server then it explains the noticeable drop in speed and it explains why I am not the only person to have noticed this.
    Google your servers IP addresses and you will see this for yourselves.

    If I select to download from the US though, why am I not being routed to servers that are based in the US?

  10. #10
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    Jimothy, still a traceroute would be helpfull, you can remove the first steps which cover you own IP (note: with most setups the 2nd step will be your IP).

    Allow me to introduce you the shanond btw, AW's system administrator. If anybody can assist you with speed issues he's the one.

    To get routes updated we'd need at least traceroutes showing the incorrect routes. That's not something that can be done from the servers. Preferably traceroutes from several people, which is why I refer most people with speed issues to the feedback page so such information can be combined.

    I'll post some of mine. I noticed that the nodes themselves do seem to respond to traceroute requests ? I (ab)used the icmp-echo option of traceroute to get around that.

    I'm in the Netherlands, pretty much on top of the Amsterdam Exchange so these routes are as expected. Different ones per node, which is nice. Having said that, I have noticed lower download speeds after migration to new content system but a quick test now gets me 1500 Kb/sec for a zipfile download which is ok.

    Code:
    # traceroute -I cdn33.abbywinters.com
    traceroute to cdn33.abbywinters.com (89.233.105.58), 30 hops max, 40 byte packets
    xxx
     4  asd-lc0006-cr101-ae2-0.core.as9143.net (213.51.158.142)  14.797 ms  14.867 ms  14.936 ms
     5  ix-8-0.tcore1.AV2-Amsterdam.as6453.net (195.219.194.37)  13.811 ms  13.933 ms  17.718 ms
     6  te0-2-0-3.mpd21.ams03.atlas.cogentco.com (130.117.15.73)  18.268 ms  18.002 ms  18.543 ms
     7  te0-2-0-2.ccr21.ams06.atlas.cogentco.com (154.54.72.253)  18.585 ms  13.192 ms  13.228 ms
     8  10gigabitethernet2-2.core1.ams2.swiftway.net (149.6.0.62)  13.236 ms  13.160 ms  16.813 ms
     9  89.233.105.58 (89.233.105.58)  16.492 ms  12.544 ms  12.498 ms
    # traceroute -I cdn32.abbywinters.com
    traceroute to cdn32.abbywinters.com (89.233.105.59), 30 hops max, 40 byte packets
    xxx
     4  asd-lc0006-cr101-ae2-0.core.as9143.net (213.51.158.142)  18.164 ms  18.243 ms  18.313 ms
     5  ix-8-0.tcore1.AV2-Amsterdam.as6453.net (195.219.194.37)  16.678 ms  16.790 ms  16.941 ms
     6  te0-4-0-6.mpd21.ams03.atlas.cogentco.com (130.117.15.77)  17.524 ms  17.333 ms  17.405 ms
     7  te0-6-0-2.ccr21.ams06.atlas.cogentco.com (154.54.62.82)  17.990 ms  13.712 ms  13.742 ms
     8  10gigabitethernet2-2.core1.ams2.swiftway.net (149.6.0.62)  388.901 ms  389.376 ms  385.348 ms
     9  89.233.105.59 (89.233.105.59)  13.869 ms  13.163 ms  13.117 ms
    # traceroute -I cdn31.abbywinters.com
    traceroute to cdn31.abbywinters.com (89.233.105.60), 30 hops max, 40 byte packets
    xxx
     4  asd-tr0409-cr101-ae2-0.core.as9143.net (213.51.158.16)  15.188 ms  15.508 ms  15.849 ms
     5  Vlan512.icore1.AD1-Amsterdam.as6453.net (195.219.150.73)  23.249 ms  23.319 ms  23.390 ms
     6  te4-4-10G.ar2.AMS1.gblx.net (64.208.27.5)  15.889 ms  15.696 ms  15.768 ms
     7  146.82.33.230 (146.82.33.230)  16.853 ms  14.229 ms  14.303 ms
     8  89.233.105.60 (89.233.105.60)  13.054 ms  12.507 ms  12.529 ms
    # traceroute -I cdn30.abbywinters.com
    traceroute to cdn30.abbywinters.com (89.233.105.61), 30 hops max, 40 byte packets
    xxx
     4  asd-tr0409-cr101-ae2-0.core.as9143.net (213.51.158.16)  15.413 ms  15.492 ms  15.555 ms
     5  Vlan512.icore1.AD1-Amsterdam.as6453.net (195.219.150.73)  16.816 ms  17.136 ms  17.208 ms
     6  te4-4-10G.ar2.AMS1.gblx.net (64.208.27.5)  16.370 ms  16.162 ms  16.261 ms
     7  146.82.33.230 (146.82.33.230)  17.692 ms  14.176 ms  14.585 ms
     8  89.233.105.61 (89.233.105.61)  11.695 ms  11.590 ms  11.613 ms

  11. #11
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    Speeds I am getting are about 10-20% pre move to CDN. I am getting about 6 Mbits/sec where I was getting 50Mbits/sec before. It's been like that for weeks. If that is the new normal then I will just live with it.

    Code:
    root@clean:~# traceroute -n cdn13.abbywinters.com
    traceroute to cdn13.abbywinters.com (37.72.172.113), 30 hops max, 60 byte packets
     1  XXX 0.881 ms  0.833 ms  0.789 ms
     2  XXX 15.490 ms  18.221 ms  58.224 ms
     3  XXX 13.628 ms  13.646 ms  13.632 ms
     4  24.93.64.0  59.613 ms  86.194 ms  86.215 ms
     5  66.109.6.80  59.256 ms 107.14.19.42  64.411 ms 66.109.6.80  60.401 ms
     6  107.14.19.133  20.495 ms 66.109.6.169  57.465 ms  57.459 ms
     7  208.49.195.129  19.675 ms 64.209.111.137  56.651 ms 208.49.195.129  18.593 ms
     8  208.178.63.114  91.957 ms  108.227 ms  105.048 ms
     9  173.245.68.174  133.856 ms  133.444 ms  134.291 ms
    10  * * *
    FYI I am southeast US and it appears the server IP is registered to a company in San Jose just assumption on my part.


    CustName: host.howpick.com -- Private Customer
    Address: Jinan ShanDong, China
    City: San Jose
    StateProv: CA
    PostalCode: 95113
    Country: US
    RegDate: 2011-07-05
    Updated: 2011-07-05
    Ref: http://whois.arin.net/rest/customer/C02792273
    Last edited by zinner; 8th January 2013 at 04:19 AM.

  12. #12
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    Based on system reverse names I'm guessing that's the California datacenter from here. Please try a traceroute -I (needs root) without a -n , the latter one because it's easier to read And enclose results in a [code]...[/code] block

  13. #13
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    Hello!
    As your technical support colleagues (Feedback form) obviously ignored my 2 e-mails concerning the low download speed when trying to download files from Germany, please let me interfere in your discussion here:
    So my question is, as I'm not an IT specialist: Are you trying to solve the problem in all? Or is the discussion above just suitable for the respective users?
    My download speed has decreased to 150-200 kb/s since my posting on January, 2nd.
    Thanks for your response.

  14. #14
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    Emails to customer-support are never ignored. Either the form didn't work correctly or (more likely) the reply got lost/stuck in a spamfilter somewhere.

    Anybody can report speed issues in this thread, but as I stated above we do need some data (traceroute which tells us the route your pc takes to the AW servers) to work with.

  15. #15
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    I got cdn10 looks like the same DC since the ip's are in the same subnet. I also have IPv6 I noticed your link to swiftnet mentioned support. It would be cool to get that working someday.

    I did use the webform to report it. Traces taken during a ~6-7Mbps download.

    Code:
    root@clean:~# traceroute  cdn10.abbywinters.com
    traceroute to cdn10.abbywinters.com (37.72.172.116), 30 hops max, 60 byte packets
     1  192.168.150.1 (192.168.150.1)  0.877 ms  0.813 ms  0.779 ms
     2  XXXXXX (75.182.64.1)  26.968 ms  26.964 ms  37.990 ms
     3  XXXXXX (66.26.32.65)  15.712 ms  15.710 ms  15.712 ms
     4  ae19.rlghncpop-rtr1.southeast.rr.com (24.93.64.0)  15.650 ms  15.618 ms  27.697 ms
     5  107.14.19.44 (107.14.19.44)  24.492 ms 107.14.19.42 (107.14.19.42)  25.902 ms  27.667 ms
     6  ae-2-0.pr0.dca10.tbone.rr.com (66.109.6.169)  22.673 ms 107.14.19.133 (107.14.19.133)  18.817 ms  18.755 ms
     7  xe-2-0-5.ar1.iad1.us.nlayer.net (69.31.30.65)  24.741 ms  23.285 ms  32.367 ms
     8  ae3-40g.cr1.iad1.us.nlayer.net (69.31.31.129)  22.349 ms  22.344 ms  22.351 ms
     9  xe-0-3-0.cr1.sjc1.us.nlayer.net (69.22.142.98)  84.657 ms  92.499 ms  92.507 ms
    10  ae1-40g.ar2.sjc1.us.nlayer.net (69.22.143.118)  92.592 ms  93.215 ms  93.182 ms
    11  as18779.xe-4-0-4.ar2.sjc1.us.nlayer.net (69.22.153.94)  97.039 ms  97.009 ms  92.796 ms
    12  173.245.68.174 (173.245.68.174)  95.042 ms  95.021 ms  94.709 ms
    13  * * *
    14  * * *
    15  * * *
    16  * * *^C
    root@clean:~# traceroute -I  cdn10.abbywinters.com
    traceroute to cdn10.abbywinters.com (37.72.172.116), 30 hops max, 60 byte packets
     1  192.168.150.1 (192.168.150.1)  0.460 ms  0.426 ms  0.392 ms
     2  * * *
     3  * * *
     4  ae19.rlghncpop-rtr1.southeast.rr.com (24.93.64.0)  16.492 ms * *
     5  * * *
     6  * * *
     7  xe-2-0-5.ar1.iad1.us.nlayer.net (69.31.30.65)  22.477 ms * *
     8  ae3-40g.cr1.iad1.us.nlayer.net (69.31.31.129)  24.013 ms * *
     9  xe-0-3-0.cr1.sjc1.us.nlayer.net (69.22.142.98)  89.319 ms * *
    10  ae1-40g.ar2.sjc1.us.nlayer.net (69.22.143.118)  90.003 ms * *
    11  as18779.xe-4-0-4.ar2.sjc1.us.nlayer.net (69.22.153.94)  94.354 ms * *
    12  173.245.68.174 (173.245.68.174)  95.582 ms  97.885 ms *
    13  116.172.72.37.static.swiftway.net (37.72.172.116)  93.659 ms  92.954 ms  95.052 ms

  16. #16
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    All i ever get is 200-300 Kbps... I have 100Mb docsis 3 cable modem in AU.. Is it meant to be faster???

    I would love it to be...

  17. #17
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    Hey Guys, Brent from support here. Just popping in to ensure that all tickets sent to us via feedback do get replies; though that doesn't always translate to you receiving it. Apart from spam/junk filters, sometimes we're unable to reply because the email address has been entered incorrectly into the ticket submission form. Anyhow, the very knowledgable Frans and Shanon have covered the speed issue very comprehensively here in this thread. Don't hesitate to submit a ticket for some 1 on 1!

  18. #18
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    I did put in a ticket too.. have not herd anything yet....

  19. #19
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    Have you tried looking up your server addresses online?
    I have checked several sites and none of them locate these addresses in the Netherlands. While looking up this information online isn't GPS accurate it should at least identify the correct country.
    If this information isn't up-to-date then it's highly likely a lot of ISP's don't know where these servers really are either and aren't taking optimal routes to them.
    My traceroute shows that it bounces around within my ISP before finding the same route as Frans has (hop 6 onwards)
    This clearly puts this issue in the realms of the ISP's which explains why a number of us have noticed issues with the new servers. I would check that your ISP has correctly registered your addresses.

    Today my download speed from AW is down to 40 Kb/sec, which when I used to speeds well in excess of those quoted by Frans (from any site) makes it impractical to continue trying to download anything more.
    Last edited by Jimothy; 13th January 2013 at 05:18 PM.

  20. #20
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    Jimothy could you actually POST a traceroute with the strange routing? It's impossible to fix problems we cannot see.

  21. #21
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    Frans,
    I had been hoping someone would contact me directly rather than having to post such information on a forum.

    C:\>tracert cdn33.abbywinters.com

    Tracing route to cdn33.platypusbv.com [89.233.105.58] over a maximum of 30 hops:

    1 53 ms 14 ms 42 ms ******
    2 108 ms 15 ms 12 ms winn-core-2b-ae7-956.network.virginmedia.net [62.253.121.205]
    3 * 22 ms 15 ms winn-core-2a-ae1-0.network.virginmedia.net [62.253.96.177]
    4 * 28 ms 17 ms brnt-bb-1c-ae2-0.network.virginmedia.net [62.253.96.169]
    5 156 ms * 13 ms popl-bb-1c-ae5-0.network.virginmedia.net [62.253.174.133]
    6 20 ms 29 ms 40 ms popl-bb-1a-ae7-0.network.virginmedia.net [213.105.159.185]
    7 115 ms 12 ms 40 ms popl-tmr-1-ae4-0.network.virginmedia.net [213.105.159.2]
    8 26 ms 37 ms 19 ms amst-ic-1-as0-0.network.virginmedia.net [213.105.175.6]
    9 53 ms 23 ms 45 ms te0-7-0-10.ccr21.ams04.atlas.cogentco.com [130.117.15.5]
    10 50 ms 52 ms 26 ms te0-1-0-7.ccr21.ams03.atlas.cogentco.com [130.117.50.221]
    11 33 ms 36 ms 54 ms te0-2-0-1.ccr21.ams06.atlas.cogentco.com [154.54.72.245]
    12 115 ms 37 ms * 149.6.0.34
    13 150 ms 45 ms * 89.233.105.58
    14 * 177 ms 208 ms 89.233.105.58

  22. #22
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    As you can see my ISP is struggling to find a route to your new servers. This is backed up my googling your servers IP addresses and getting locations in Russia and even Poland today [ anywhere but the Netherlands ]
    It is my theory that your IP addresses have not always belonged to the Netherlands and now they are located there, the routing tables used by other ISP's are out of date and need to be updated.
    Each individual ISP may "learn" the changes in time but unfortunately this is a common problem with limits on IPv4 addresses. The change should have been published so that the global routing tables could have been updated.

  23. #23
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    Quote Originally Posted by Jimothy View Post
    Frans,
    I had been hoping someone would contact me directly rather than having to post such information on a forum.
    If you haven't received mail from support by now they either didn't get your feedback or their reply got stuck in your spamfilter or something like it. Best to do enter a feedback again, including the traceroute would be useful.

    My question was based on you stating seeing a weird route without seeing said route myself Most of that route looks ok, hop 12 is a bit strange but doesn't seem to cause much delay. I suspect the geo info for that one is simply wrong. I would not say your ISP has problems finding a route, it just stays inside its own (free) network as long as it can and jumps to Amsterdam as late as possible.

    I'm not a network-tech though, you could ask Virgin Media support team why your speed to cdn33.platypusbv.com [89.233.105.58] is low (safe name;-).

    Hmm.. was looking for a public file you give them to test download-speed and found this one the tour page http://www.abbywinters.com/tour/incl...lo_long_HD.mp4 but that is another server. Could you check if that has the same speed for you?

  24. #24
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    Today I am getting around 300 Kb/sec, which is much better than 40 Kb/sec, but still not up to the 1-2 Mb/sec I was used to before the servers were changed.
    I can ask Virgin Media to look at it as you suggest, but i'm not the only one to notice the speed drop and I doubt all of us who have noticed the speed drop are using Virgin Media. :-)

  25. #25
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    I think 300 kb/sec is pretty good, it's not as fast as you'd like but it's an improvement Complaining to your ISP is only useful it the problem is at least somewhat consistent. They are very unlikely to explain the entire traceroute to you or consider it a problem at all. If possible you could schedule a download to start around 04:00am at night and see what the speed is on that.

    If speed problems return do create/file a ticket via feedback page, that way support can compare the issues and see if there's something in common (e.g. BT routing all it's traffic Germany to Amsterdam, three years ago :-).

  26. #26
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    Hello!
    I now sent my 3rd request to your technical support (via feedback form)!
    There was no reply to no. 1 and 2.
    Let's see if something happens . The download speed still is absolutely not acceptable.
    Best regards,
    4711er

  27. #27
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    300kb/sec is good in like 2001 and not when you are downloading gig videos.

  28. #28
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    wonder if its a bad sign that I can't even get the bandwidth test to complete... it just keeps spinning saying testing... maybe I have low download speed??? haha

  29. #29
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    Quote Originally Posted by mrpinkeyes View Post
    wonder if its a bad sign that I can't even get the bandwidth test to complete... it just keeps spinning saying testing... maybe I have low download speed??? haha
    Is it spinning in the other direction 'cos your on the other side of the globe ? Bandwidth tester itself is broken, that's a known problem. You can set your download preference manually though.

  30. #30
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    Quote Originally Posted by zinner View Post
    300kb/sec is good in like 2001 and not when you are downloading gig videos.
    What ARE you downloading then?

  31. #31
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    Quote Originally Posted by Frans View Post
    Is it spinning in the other direction 'cos your on the other side of the globe ? Bandwidth tester itself is broken, that's a known problem. You can set your download preference manually though.
    It should spin quicker causes it's going downhill... Think I will leave it alone... was almost twice as quick from the US last time it was checked.. so can't imagine two much has changed... I was just checking....

  32. #32
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    and still faster than the time of dailup remember those times

  33. #33
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    I still haven't recived a reply to my first ticket...

  34. #34
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    In the meantime I got a reply from the technical support:
    Prefab text modules that don't help at all.
    The problem of low download speed still exists.
    To make sure that it is not a problem of my ISP, I checked dozens of other sites - no problems without execption.
    Are you still working on that problem?

    Best regards,
    4711er

  35. #35
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    Brent here from support, one possible cause of you not receiving replies (apart from spam filters) is that occasionally US internet service providers manually block emails from blacklisted spammers so as to give their users a better experience. Sometimes, because we are an adult site (I guess; we never spam), we get put on these lists and have to work with them to get taken off. AT&T is particularly notorious for this.

    My suggestion would be to email us directly rather than use the form; accounts at abbywinters.com will do the trick. If you still don't get a reply, then perhaps try and use a different email address, something like gmail or hotmail if you have it.

    This is just a stab in the dark, but my feeling is that there's only a small number of people having difficulties with this, as we're getting the expected number of tickets and responses.
    Last edited by Brent; 24th January 2013 at 12:18 PM.

  36. #36
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    Mar 2008
    Location
    London, UK
    Posts
    75
    When is the Bandwidth Tester/Download Location selector going to be fixed?
    As I am getting ridiculously low speeds from the Netherlands I would like to be able to try the US servers instead, but if i manually select to download from the US servers this choice is ignored and I am still directed to the Netherlands servers.

  37. #37
    Plenty To Say
    Join Date
    Apr 2010
    Posts
    755
    I have the same problem: My download speed has been reduced from 1Mb/s to 250Kb/s since the download servers have been changed.

  38. #38
    Enjoys It Here
    Join Date
    Feb 2006
    Location
    On the outside.........
    Posts
    163
    I am having the same issues so I emailed and got a reply promptly asking me to send in a traceroute file. I did this Tuesday and have got nothing since so am getting seriously hacked off. Can't watch the streaming vids as the quality is so poor and can't download as they are too slow. Getting seriously hacked off - what is the point of membership??????? No issues with any other sites so it's just AW that is the problem.

  39. #39
    Still Exploring
    Join Date
    Dec 2011
    Posts
    12

    Download speed still not acceptable

    Hi there,
    it's me again.
    Problem of low download speed still exists!!!
    I have an average speed of 250-300 kbit/s.
    Got an Email from your technical support asking me to do some "tracerouting-thing".
    I'm not an IT-Specialist and can't follow your colleagues instructions (by the way, I'm using an Apple Computer).
    It would be great if the problem was solved within the next 30 days. My rebill is comming nearer and I'm really not sure if I will go on subscribing to your (I must admit) great site.

    Thanks again in advance.

  40. #40
    Wields limited power
    Join Date
    Apr 2006
    Location
    The Axiom hovering over the Netherlands
    Posts
    13,223
    huh? I thought I saw an interesting post here from a member in Spain but it's gone now? Feel free to repost it here, all information is welcome.

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