Has anybody had any dealings with Onwave?

sdaniel wrote: »

I got Onwave installed in January with the 10 unlimited plan. I didn't actually use it much until around the end of March. I was very pleased with it. For a while. Then it slowed to a crawl. I had supposedly exceeded my limit and had gone into the FAP speed. The tables on the website say my plan is supposed to have 25G before it goes into what they deceptively refer to as 1M speed, but the representative never addressed that question. In fact he never actually answers any real question I have. He gave me a link to two places where I can check the speed and he is completely satisfied with the test results. He tells me it will be back up again by 6 June. -- It's not that I think I should have unlimited speed all the time. It's that these people have never been clear with me about anything. I don't know if they are unable to communicate, or if they are dishonest. Certainly I am unhappy with the service. Where I lived before I had a simple eircom broadband package for half the price of this one, and it never, ever slowed to this kind of crawl. I have to have satellite where I live now. I will be looking for a better company to change to, if there is one. [In addition, I opted to have a VOIP phone. So I do. But I never got any instructions about how to use that number. Goodness knows what would have happened to my home phone had I opted to change to the VOIP phone as my primary number.] I advise Great Caution in dealing with this company.

I'd have to strongly agree with the above poster.

We are based in the West of Ireland and had no other real option other than satellite which we assumed would provide at least an adequate level of broadband.

How wrong we were.

Istallation late last year was undertaken by two guys who were good at mounting dishes on walls but were very unsure as to how to connect everything up. Some 8 months after "switching" to Onwave, our telephone number has still not been ported across meaning that Onwave are charging us for a phone service still provided by Eircom and being paid for by us on the double. I have sent the required documentation to Onwave now on 3 seperate occasions but when I ring to complain they just ask me to resend it!:mad:

Our real gripe however is with their so called acceptable usage policy.

We are two adults and two young children in our rural house. I work away from home from Sunday evening until Friday night and my wife is at work away from home during the day. The house is emty during the day. Our kids are young and are therefore not into Youtube or other bandwidth intensive sites. We don't download movies or anything like that. We just use the internet for emails and general web browsing.

Despite this, we are generally operating on just dial up speeds as Onwave claim that we are exceeding or 10Gb / month limit. I would be our heaviest internet user and use the 1 Gb limit on my Iphone to power my laptop each evening while away from home during the week. I have never come close to my 1 Gb limit on my iphone data package fro O2. Both of our Laptops have been professionally checked to ensure that there was no unauthorised file sharing, P to P or other malicious software such as Bit Torrent etc. hijacking our broadband. There is no possibility of a neighbour hijacking our wifi as the nearest neighbour is over 100 M away well outside wifi range.

Despite our relatively low family usage, we have been regularly in excess of our Onwave 10 Gb limit for most of the last 10 months meaning that we now have no effective broadband in the house. We have just returned from a two week holiday abroad where the broadband wifi modem was turned off at the mains and no one entered our house while away - to find that we were in excess of our 10 Gb limit when we reconnected on the night we returned home. All other potential draws (Wifi printer, Sky box, Phone etc were also all turned off at the mains while we were away, so how come our limit stayed in excess of 10 Gb while we were away for two weeks?

I have tried talking to Onwave but they decline to engage. Their online usage monitor is useless as it only shows how much you have used in the last month as a single figure. In our case this is just a graphic saying 100% usage, which of course is useless in trying to obtain a break down of usage by day of the week and hour of the day etc.

As Onwave have declined to entertain or investigate my honest and genuine complaint, I have now lodged a formal complaint about Onwave with ComReg. Onwave insist that they will seek heavy financial penalties if I attempt to walk away from our 24 month contract.

It's a nightmare!

We are no back to using WiFi hotspots from our iphones to provide internet access in our home.

My advice? Avoid Onwave.

Onwave never delivered the 11GB cap ( 10 down and 1 up) specified by the department for the NBS. Can anyone getting the Digiweb Tooway confirm whether.

1. Digiweb are supplyying 11Gb or only 10Gb total in breach of NBS terms???
2. Whether Digiweb NBS Satellite customers can get their usage stats???