Broadband Horror Stories - We want them

Just over two years ago I first contacted Eircom to find out when I would be able to access DSL. Answer was 'we don't know, ring back in a few months and we might have more details'. So I rang back every couple of months and got the same answer for about a year.

Then a year ago I got the message that my exchange was not in the rollout plan and it would be 2005 at the earliest. I kept ringing and then shortly after the start of 2004 I was told that the exchange (Newtownmountkennedy) would be upgraded by March 2005 but no firm date.

So every quarter I rang to find out the score, they seem to update the sales people with the rollout plans on a quarterly basis, and was told some time before the end of 2004. Then I found out from a firend of a friend that the upgrade work was almost complete (this was in August). Then Gombin posted to the Broadband board that the exchange was done, and I went to the Eircom website only to find that my line failed.

I then talked to an Eircom engineer who happened to be doing some work in the house and found out from him that I had a splitter on the line and would be unable to get broadband. He did mention that they were upgrading the phone network in the area and that some lines would be freed up.

So I contacted Comreg to find out what the official position on pairgains was and was told that I should ask Eircom to remove it and if I didn't get a response to contact Comreg again and they would intervene. I then asked Comreg what they could do if Eircom did reply and said they wouldn't remove the pairgain. Their reply was nothing as they don't regulate the internet and as long as the line is capable of supporting voice and fax there was nothing they could do.

I ask specifically about the Functional Internet Access speed in the USO and was told again that Comreg don't regulate the internet. After picking myself up off the floor I thanked the lady for her 'help' and called Eircom.

I got through to the area manager who told me that he was unable to remove the pairgain as there was no lines free. I pointed out the work being doing locally to upgrade the network and he said he knew nothing about it, and he couldn't help me.

Next thought was the GBS, but when I looked at the DCMNR website I discovered that Wicklow was entitled to only a maximum grant of 18%. I tried to contact the co-ordinator of the GBS scheme but was unable to reach her to find out why such a low level of funding was being provided for Wicklow.

Then on to Eircom again to find out about their FWA Network, no joy here either. According to the person I spoke to it was not available yet and just like the start of my story to call back in a few months and they might have some more details then.

So to sum up - much phoning but no BB

M.

damien.m wrote:

David McRedmond said they'll listen to everyones complaint.

and then promptly ignore them

Folks,

the communication was by phone, I will email them now that Eircom have refused to remove the pairgain and see what the response is.

Does anyone have an email address for Comreg as their website only has a complaint form which makes it difficult to keep an email copy of what you send to them ?


M.

We're getting DSL from IOL/esat in the house i've just moved into and it's taking 4-5 weeks for Eircom to release the line / set it up in the exchange (basically, the time before IOL/esat can do anything with it).

Anecdotally, I believe if you order eircom's DSL you don't have this massive wait.

Presumably they aren't allowed do this on purpose?

I live in a suburb of Galway where broadband is available though I wasn't aware of this when I moved into this area in August of this year 2004. I just recently moved to Galway from London. The house I moved into had not had a telephone connection for the last 15 years. There was no cable from the nearest telephone pole adjoining the house.

I asked Eircom for a broadband connection but they informed me that there is no way of knowing if broadband would be available on my line until I got a connection. I therefore went ahead with the order making it clear that I wanted broadband. I got a connection within 3 weeks in September. I was then informed that my line connection was not of sufficient quality to get broadband. I was vaguely told it could be that I am too far from the exchange and believing this took Eircom'e advice to get an addditional ISDN line which I now have.

I was later surprised to find out that my neighbour who has a connection from the same pole as my connection has broadband. I now believe that my new connection was a split line which is why broadband is not possible as I am sharing bandwidth with a neighbour.

What I would like to know if I can get Eircom to unsplit this line and what recourse do I have with Eircom to give me a broadband connection.

I have complained to Eircom and Comreg but got the response 'sorry but there is nothing we can do. Once your line fails, that is the end of it. Eircom have no further obligation'

Yours a very frustrated Galway Resident

I have not yet got a bill for the second ISDN connection.

Sorry to hear boredband.. IBB Ripwave does seem to work well for some, and not at all for others. If you can't get the service to work, then yes, you are entitled to your money back .. but that does depend on how bad it is. It sounds like it works, just not very well.. in which case you're into grey territory as to your refund entitlements. If it works most of the time, stay on their case to get the problems sorted.

Don't forget that Ripwave does have a high contention ratio, so you are, essentially, sharing the bandwidth with other users in your area. So if you notice it happening especially in the early evening, it may just be that.

But stay on their case, even if it is exhausting. If you're definitely not getting a usable service, then seek a refund.

.cg

esat/bt are pitiful. If we were playing charades I could say that they sound like bankers but If I give you my true impressions of them I would be banned for life from these boards.

Dub45 had a good idea in sending an email to the CEO of esat/bt although personally I think that no matter who you contact in that company you will get the same ****ty reply.

do contact comreg as suggested and tell them of your problems and I am fairly sure that you will see results within a few days.

I've had ongoing billing problems with them and despite assurances and promises from all the different customer support people I contacted the problem remained. I went to Comreg and was sorted out in a couple of days.

Try this.......... http://www.askcomreg.ie/home/default.asp

I just moved into a new estate, and i'm exhausted ringing Eircom and they're extremely un-professional and ignorant sales staff. My situation:

New house
5 lines in next door in site office - 15 feet from my house.
Active Eircom box outside on my path
According to site foreman, It would take an Eircom engineer 10 minutes to connect me.

I fully realise that it's a new property and that it may take time, But I'm ringing Eircom solid for a month, Each representative says the area probably needs wires layed etc, no understanding that the infrastructure is there already. Sales staff that have the most condesending manner, not to mention they ignore what you're saying. Then to kill the call say that they finally understand and will have a local engineer ring me within 48 hours. I had this said to me THREE TIMES in the past fortnight - I was told during the last call that 'no-one in Eircom would tell you an engineer would would call' - essentially calling me a liar!!

Still no word from anyone. I was sent out a contract to sign in Early January - which I did, and returned and STILL NO WORD.

I'm a webdesigner and need the web; NTL are out of reach and for a supposid free marketplace, I'm stuck with Eircom and they're snail-pace business. NOT HAPPY. After all this, it probably won't be broadband enabled!