Is UTV Clicksilver a non starter?

original gadget

Is anyone out there using UTV’s Broadband yet?

I ordered it over 2 and a half weeks ago, but still am not up and running. I got one mail from them a while back to tell me that my “phone line meets the requirements for broadband provisioning”, but have heard nothing since. I mailed them twice in the past few days, but no response.

I wouldn’t be surprised if the hold up was down to Eircom, but it would be nice if UTV had the decency to respond to my mails to let me know what’s happening. I’ve been a customer of UTV’s (dial-up) service for months without any problems whatsoever. I’m disappointed with their broadband service so far, I hope it improves soon for everyone’s sake.

elsoldemayo

I think UTV support are still finding their feet regarding BB. I aksed why I can get DSL from Eircom but the UTV online availability checker says DSL is not available from my exchange. They only answer I got was their checker is working from the latest database so they don't know why I can't order Clicksilver.
This is easily the worst response I've gotten from utv since signing up with them.

jackbauer

just used the migration thingy under my acount to order clicksilver.fingers crossed.

flamegrill

Eircom say 15 working days currently for ADSL. Give UTV a break , it isn't their fault eircom are over whelmed. I have a touch of good news however. Eircom have now outsourced 50% of the work to an outside contractor who also does work for esat, supprise supprise ...

Hold onto your hat, and you'll get it. lets hope their teething problem's don't resemble Esat's

Paul

Spud_Gun

As far as I am aware, that contractor that Eircom have outsourced to is Ericsson. They are the people who perform Esat BT's engineer installs. I imagine that they would also be messing around with the line at the exchange also. I don't particularly care, as long as I am not left waiting too long.

Malcolm

Originally posted by original gadget
Is anyone out there using UTV’s Broadband yet?

I ordered it over 2 and a half weeks ago, but still am not up and running. I got one mail from them a while back to tell me that my “phone line meets the requirements for broadband provisioning”, but have heard nothing since. I mailed them twice in the past few days, but no response.

I wouldn’t be surprised if the hold up was down to Eircom, but it would be nice if UTV had the decency to respond to my mails to let me know what’s happening. I’ve been a customer of UTV’s (dial-up) service for months without any problems whatsoever. I’m disappointed with their broadband service so far, I hope it improves soon for everyone’s sake.

I am sorry that you have not had a reply to your e-mails but we are extremely busy at the moment.
We are experiencing some delays in the provisioning of broadband orders and DSL customers whose orders are in progress should have received an e-mail indicating the delay.

PiE

Hence the:

Due to the high volume of orders received and procedures in the broadband provisioning process we are experiencing some delays in activating your order. We are taking all necessary steps to ensure prompt delivery but some of these factors are out of our control.

UTV Internet are sorry for any inconvenience this delay may cause but please be assured that we are doing everything within our power to rectify this. We will continue to keep you informed on the progress of your order.

Best regards,
Malcolm Thompson
Operations Manager

Good to hear you're getting a shedload of orders anyway, though it better not slow MY service down

amp

Good lord. I wonder what those external factors could be? Could it be a certain telco beggining with an "E"?

I signed up on the 17th of last month which is... *quick look at calender* 16 days ago. I imagine that Eircom are now telling UTV that the original 10 days is now 20 days, but given that Eircom already told alledged porkies to UTV I'd say UTV don't want to give people an exact amount of days in case there's further delays from our wonderful national carrier.

c0y0te

The bit I'm worring about is having the installation fee debited from my VISA account ... weeks BEFORE any work is actually carried out.

Let's say the delay extends in to months (due to eircon or any other 'external' factor for that matter)... what then? They still get my money up front and out of my account without having to deliver anything.

c0y0te

jonski

And just to make matters worse , I'm about to add my name to the utv b/b service , so by tomorrow they will have one more to look after . Sorry Malcom but its your own fault , if ye weren't so easy to deal with ye wouldn't get so many coustomers

original gadget

Well, 4 weeks later, and still no broadband – I knew I shouldn’t have signed up on Friday the 13th!!

I’ve got a couple of vague mails form UTVIP – the basic jest of the mails were “…blah… sorry for not responding earlier… blah… we are busy…. blah, its all Eircom’s fault… blah …… we will let u know when we find out…” etc.

I should I have faced the wrath of my landlady, and put up that Irish Broadband receiver on my chimney!!

Hindsight is 20/20!!

blueforest

I signed up with UTV on July 1st, and similarly haven't heard a peep from them since, but knowing that there are delays on Eircom's side has just led me to put it at the back of my mind and let it arrive when it arrives. I'm pretty sure I'll be happy once it is available... I trust the UTV guys are sincere, and doing their best given the circumstances.

jonski

I signed up on the 4th of july and already received 2 mails.
one saying my migration had gone through the other today saying I had passed the first tests .

So I guess only about another month to go

John.

Saruman

Im patient.. Im not signing up with anyone till UTV get their shít together, or Netsource has enough bandwidth thats stable (at the mo it looks ok).

Hobbes

From the time you get the "Test passed" email (and they bill your credit card at this time) it is supposed to be three weeks.

Or so I was told. I got an email just today saying there is a delay. So with talking to people, etc I would say I am close to 4 weeks without anything except -€99 to show for it.

Pretty much what Malcom mentioned above (do you work for UTV? Or just cut and pasting an email?).

TBH I could of done with the broadband for work well over a month ago, but I will wait but I would like a more definate time frame or confirmation that I am not going to run into anything that will stop me in a weeks time because it could of been done now.

blueforest

Hmm...I got an email receipt for the €99 installation fee, but I didn't get any mail regarding whether or not my line passed the tests or not prior to that. Are you sure they only bill you once you pass the tests?

PiE

Originally posted by Hobbes
Pretty much what Malcom mentioned above (do you work for UTV? Or just cut and pasting an email?).

Cut & Paste.

I emailed admin@u.tv the other day asking for any updates (it's been about 16 working days now) and they said that I should have it by next week.

Fingers crossed.

PiE

Just got this email now:

Further to our last email regarding the delay in processing your application for broadband, we expect to have your account activated by the middle to end of next week. We apologise for these delays and will continue to keep you informed on the progress of your order.

Regards,
Malcolm Thompson
Operations Manager

Wewt

Mork

I got the same email too... Nice one UTV! hopefully we won't see anymore unforeseen delays.

-Mork

BattlingCheese

Got that mail aswell

blueforest

Mork & BattlingCheese - just curious, but how long has it been since you ordered? Just want to try and gauge how long i'll have to wait. Thanks

eth0_

It's getting plainly obvious at this stage that the company (not who you might think!) who are activating UTV customers' DSL are jerking them around.
I wonder if they've even submitted one order to eircom for UTV.

BattlingCheese

BlueForest, Like original gadget I signed up on Friday 13th June

Mork

Blueforest,

I signed up on the 18th of June, long awaited but with UTV's service and support it will be worth it. They are far better than the muppets that work for €ircon.

-Mork

blueforest

Cool, thanks. I signed up at the end of the June, so I'll likely have a little bit to wait yet..

It's nice to hear that the ball is beginning to move though

Hobbes

Originally posted by blueforest
Hmm...I got an email receipt for the €99 installation fee, but I didn't get any mail regarding whether or not my line passed the tests or not prior to that. Are you sure they only bill you once you pass the tests?

I asked about this previously. The woman said it is a deposit you have to pay to get the line checked. If you fail the check they give you back your deposit. So you will probably be billed regardless.

Sent an email a few days ago. No reply.

So I rang just now. I've been told Eircom are causing the hold up not UTV/IP. As soon Eircom get thier finger out I will have my connection. Which is supposedly this week, although I am guessing it won't be.

He did mention though that Eircom have to do another line check to make sure I can get it? Which makes absolutly no sense as there has been at least 4 checks now on my line and all of them have passed.

Has anyone actually gotten this UTV/IP yet?

PiE

According to the NG, nobody's been connected yet and to make matters worse, they're running on a skeleton crew of staff until tomorrow

Livingstone

Got my modem during the week and my account was activated yesterday.

Have no complaints at all. Still trying to get used to the speed of it!!!

IMHO, anything that can give €ircom a funt in the nether-regions can only be a good thing, so more power to UTV says I.

blueforest

Wow! Someone's got it! Congrats Livingstone

iano

Something strange going on ...
I detected ADSL on my line this evening (my own Draytek ADSL router) and contacted u.tv support to get the username/password details.

The support supervisor/manager stated that they had exactly zero users provisioned in the Republic and were awaiting their first confirmation from Eircom that a Customer had been connected. He also stated that they had shipped no modems yet.

He promised to inform his Operations Manager (Mr Malcolm Thompson from the apologetic e-mails) that my line had come up so that he could chase Eircom and complete the provisioning.

I'm not optimistic about being connected before the weekend but it would be nice after the wait.

original gadget

Like everyone else, I got the "Dear John" email last week from Malcom saying that I would be up and running "middle to end" of this week.

But.. its now Thursday nite, still no modem, still no username, password. Somehow, I dont think its gonna happen in the next 24 hours.

I'm pee'd off, so say the least. It’s now been 5 weeks. Why did UTV tell us all that they could supply a service when they obviously could not?

Does anyone know what the turn-around time is for Eircom’s product? At this stage I am almost ready to sell my soul to the devil, and just get the service direct from them – at least they can’t go blaming a 3rd party!

jackbauer

spoke 2 a very helpfull guy in utv tech support last night who said they had "some" people up and running in roi.on working day 12 myself and have heard zip apart from origional confirmation of order email so i gave them a bell.no word from eircon yet as to my line though i know it can get dsl cos i phoned eircon 3 times before ordering from utv.fingers crossed.btw guy said 2 call back monday.sigh.

The Ritz

Hmmmmmm...... an uneasy feeling and a bit of a sniff about this........ I also spoke to a guy on UTVs clicksilver cust service number last night and he told me (rather ruefully) that no customers had been activated in ROI for clicksilver - and he was well aware of Boards............. I applied on 19 June, line is confirmed as ok, money paid, got the "sorry for delay" email, and the "you'll be sorted by mid/end of next week" email (received last Friday, iirc), so I live in hope and anticipation.............

If Livingstone's claim is true.... (forgive scepticism....) then UTVs cust service guys are confused as to whether ROI customers are connected etc.,

I think Malcolm ought to pop his head in here and explain wtf is going on.......


The Ritzzzzzzzzzzzz.

bizmark

its more than likely Eircom playing Utv and esat for fool,s

give them (both) some time to get the orders through i know (oh god i know) what its like to wait for weeks ....... but its more than worth it

Utv have got notting but good post here before i really dont thing they would mess you all around .............we all know who would be more than happy to though

original gadget

very true, biz - Ive been using their dial-up service since it was launched and I could not fault it.

The ADSL thing is giving them a bad name though. If they cant supply the service for 6 weeks, why don't they just go ahead and say it!

RasTa

Just signed up there today myself, heres hoping theres no 6 week wait !

CitySickness

They've just sent me an email to say they've activated my account... but the damn modem hasn't arrived yet, natch.
Anyone know whether they send them out by normal post, or by courier?

Gmodified

I am thinking about ITV broadband. Is anybody connected? Just want to see what kind of ping we are talking about. I couldn't see any in "pings/download speed "post

iano

Good News Guys,
I am now up and running on Clicksilver.

Initial impressions are favourable, speed and connectivity seems quite good.

Note: I do have my own Draytek Vigor router so did not have to wait for modem to arrive.

Pings (32 bytes at 19:15):
www.bbc.co.uk - 48ms
www.cisco.com - 199ms
www.telstra.net - 374ms
www.rte.ie - 64ms (via UK)

Some of the routing seems a little strange. For example, the path to ftp.heanet.ie (the Irish mirrors for so much stuff) is:
3 29 ms 31 ms 29 ms UTV-DUB-fastethernet0-0.116.218.195.in-addr.arpa [195.218.116.1]
4 32 ms 30 ms 31 ms 195.218.126.178
5 34 ms 31 ms 29 ms 195.218.112.197
6 30 ms 31 ms 35 ms 213.242.106.1
7 45 ms 46 ms 43 ms p2-2.londen3-cr3.bbnplanet.net [195.16.175.57]
8 45 ms 46 ms 43 ms ae0-17.mp1.London1.Level3.net [212.187.131.161]
9 44 ms 46 ms 42 ms so-1-0-0.mp1.London2.Level3.net [212.187.128.49]
10 118 ms 115 ms 128 ms so-1-0-0.bbr1.Washington1.level3.net [212.187.128.138]
11 * 116 ms 119 ms so-6-0-0.edge1.washington1.level3.net [209.244.11.10]
12 121 ms 120 ms 124 ms 65.59.88.210
13 123 ms * 124 ms if-5-0.core1.newark.teleglobe.net [66.110.8.18]
14 122 ms 122 ms 124 ms if-0-0.core2.newyork.teleglobe.net [207.45.223.82]
15 126 ms 123 ms 125 ms if-4-0.bb8.newyork.teleglobe.net [66.110.8.130]
16 124 ms 125 ms 123 ms ix-7-5.bb8.newyork.teleglobe.net [207.45.198.102]
17 191 ms 192 ms 189 ms phobos-p0-2.citywest.core.hea.net [193.1.196.137]
18 123 ms 126 ms 123 ms Hyperion-gig3-0-0.hea.net [193.1.195.85]
19 130 ms 128 ms 127 ms Calpurnia-vlan99.hea.net [193.1.196.122]
20 126 ms 126 ms 121 ms canyonero.heanet.ie [193.1.219.88]

Dublin, London, Washington, Newark, New York, Dublin.
Quite a trip when the servers are a couple of miles away from me!

Good luck,
Ian.

PiE

Ick.

Routing through the States doesn't bode well for gaming pings

Stormfox1020

Not bad pings to the USA, New york 126-128 not bad at all.

original gadget

YEAHHH!

I got my hands on a USB Modem, and I am up and running!!

Pings seem good - 53 to www.boards.ie and 56 to www.jolt.co.uk.

I have to go now, and catch up on 3 years of microsoft updates!!

Squall

If you supply the modem do they activate the account immediately?