NTL complaints

Stark

My housemate tried it and it just seemed to be a number for cancellations.

PixelTrawler

Speeds are firmly back in the toilet again...

Pinging www.boards.ie [82.195.136.250] with 32 bytes of data:

Reply from 82.195.136.250: bytes=32 time=195ms TTL=51
Reply from 82.195.136.250: bytes=32 time=53ms TTL=51
Reply from 82.195.136.250: bytes=32 time=85ms TTL=51
Reply from 82.195.136.250: bytes=32 time=114ms TTL=51
Reply from 82.195.136.250: bytes=32 time=141ms TTL=51
Reply from 82.195.136.250: bytes=32 time=52ms TTL=51
Reply from 82.195.136.250: bytes=32 time=101ms TTL=51
Reply from 82.195.136.250: bytes=32 time=144ms TTL=51
Reply from 82.195.136.250: bytes=32 time=194ms TTL=51
Reply from 82.195.136.250: bytes=32 time=170ms TTL=51
Reply from 82.195.136.250: bytes=32 time=194ms TTL=51
Reply from 82.195.136.250: bytes=32 time=224ms TTL=51
Reply from 82.195.136.250: bytes=32 time=59ms TTL=51
Request timed out.
Reply from 82.195.136.250: bytes=32 time=158ms TTL=51
Request timed out.
Request timed out.
Reply from 82.195.136.250: bytes=32 time=117ms TTL=51
Reply from 82.195.136.250: bytes=32 time=140ms TTL=51
Request timed out.
Reply from 82.195.136.250: bytes=32 time=229ms TTL=51

Ping statistics for 82.195.136.250:
Packets: Sent = 21, Received = 17, Lost = 4 (19% loss),
Approximate round trip times in milli-seconds:
Minimum = 52ms, Maximum = 229ms, Average = 139ms

Hopeless service all around...

This is meant to be a 6Meg line

DemonOfTheFall

My pings have improved massively tonight. I still have the same wacky routing, and heanet speeds are still shíte, but my general uk and irish pings are all ~50-70. Which ain't mind blowing but it's much better than what I was getting used to.

MartMax

Looks better anyway here.

Pinging www.boards.ie [82.195.136.250] with 32 bytes of data:

Reply from 82.195.136.250: bytes=32 time=42ms TTL=51
Reply from 82.195.136.250: bytes=32 time=42ms TTL=51
Reply from 82.195.136.250: bytes=32 time=61ms TTL=51
Reply from 82.195.136.250: bytes=32 time=61ms TTL=51

Ping statistics for 82.195.136.250:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 42ms, Maximum = 61ms, Average = 51ms

And perfectly gorgeous ping to Blueface.

Pinging sip.blueface.ie [213.168.225.133] with 32 bytes of data:

Reply from 213.168.225.133: bytes=32 time=30ms TTL=52
Reply from 213.168.225.133: bytes=32 time=30ms TTL=52
Reply from 213.168.225.133: bytes=32 time=33ms TTL=52
Reply from 213.168.225.133: bytes=32 time=33ms TTL=52

Ping statistics for 213.168.225.133:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 30ms, Maximum = 33ms, Average = 31ms

And the routing is no longer passing Amsterdam but London for some reasons.

Tracing route to sip.blueface.ie [213.168.225.133]
over a maximum of 30 hops:

1 45 ms 42 ms 9 ms 10.xx.xx.xx
2 10 ms 12 ms 11 ms 089-101-162097.ntlworld.ie [89.101.162.97]
3 7 ms 29 ms 13 ms dbln-t2core-b-ge-2-2-0-0.aorta.net [213.46.165.17]
4 21 ms 28 ms 10 ms dbln-t2core-a-ae-0-0.aorta.net [213.46.165.2]
5 19 ms 19 ms 52 ms uk-lon01a-rd2-pos-1-2.aorta.net [213.46.160.17]
6 38 ms 59 ms 48 ms uk-lon01a-ri2-pos-3-0.aorta.net [213.46.174.78]
7 21 ms 41 ms 19 ms GigabitEthernet5-0.linx2.lon1.level3.net [195.66.226.77]
8 24 ms 26 ms 91 ms so-1-3-0.gar1.London1.Level3.net [212.113.3.25]
9 71 ms 21 ms 70 ms ae-0-51.bbr1.London1.Level3.net [4.68.116.1]
10 31 ms 33 ms 27 ms so-2-0.hsa1.Dublin1.Level3.net [4.68.128.114]
11 35 ms 35 ms 31 ms so-6-0.hsa2.Dublin1.Level3.net [4.68.115.26]
12 32 ms 28 ms 38 ms 213.242.106.14
13 55 ms 42 ms 52 ms 213.168.225.133

Trace complete.

Maybe they have nearly completed peering within INEX ?

JNive

can you do a traceroute to the following
sip.blueface.ie ( address for signalling and authentication )
194.213.29.1 ( route for VoIP data traffic )

lafors

miju wrote:

i was about to post the exact same thing Easy Rider , except I'm in Finglas getting to the stage where you turn of your PC and cross your fingers that you can connect but between 5-8pm theres not a ****ing hope in hell

does anyone know if theres an end in sight to this as i tought they were "upgrading" i seriously cant take much more of this so am switching at the end of the week to someone who can actually allow you to at least connect to the internet

I'm in the same position as you, living on the old finglas road and can't get most sites to load between 4 and 10pm.

I've only signed up, on the second month of my free 3 months, so i'm ringing up and saying I'm not paying for the service as its not to the standard they specify, I'll let you know how I get on. It'll be the 3rd time ringing so I ain't being nice and ain't taking any sh*t this time.

Stark

Was painfully slow for me last night.

lafors

JNive wrote:

can you do a traceroute to the following
sip.blueface.ie ( address for signalling and authentication )
194.213.29.1 ( route for VoIP data traffic )

My connection is fine this morning (but it nearly always is in the mornings)
Here are the tracert's
Tracing route to sip.blueface.ie [213.168.225.133]
over a maximum of 30 hops:

1 * 1 ms 1 ms 192.xxx.xx.xx
2 8 ms 5 ms 6 ms 213.168.225.133
3 17 ms 11 ms 18 ms 10.xx.xx.x
4 20 ms 17 ms 17 ms 089-101-162109.ntlworld.ie [89.101.162.109]
5 20 ms 18 ms 17 ms dbln-t2core-b-ge-2-2-0-0.aorta.net [213.46.165.17]
6 18 ms 18 ms 16 ms dbln-t2core-a-ae-0-0.aorta.net [213.46.165.2]
7 27 ms 23 ms 35 ms uk-lon01a-rd2-pos-1-2.aorta.net [213.46.160.17]
8 25 ms 29 ms 24 ms uk-lon01a-ri2-pos-3-0.aorta.net [213.46.174.78]
9 26 ms 29 ms 24 ms GigabitEthernet5-0.linx2.lon1.level3.net [195.66.226.77]
10 85 ms 29 ms 29 ms so-1-3-0.gar1.London1.Level3.net [212.113.3.25]
11 30 ms 29 ms 24 ms ae-0-51.bbr1.London1.Level3.net [4.68.116.1]
12 38 ms 35 ms 36 ms so-2-0.hsa1.Dublin1.Level3.net [4.68.128.114]
13 38 ms 36 ms 41 ms so-6-0.hsa2.Dublin1.Level3.net [4.68.115.26]
14 37 ms 41 ms 36 ms 213.242.106.14
15 33 ms 36 ms 41 ms 213.168.225.133

Trace complete.



Tracing route to 194.213.29.1 over a maximum of 30 hops

1 1 ms 1 ms 1 ms 192.xxx.xx.xx
2 6 ms 6 ms 5 ms 194.213.29.1
3 18 ms 11 ms 13 ms 10.xx.xx.x
4 15 ms 17 ms 17 ms 089-101-162109.ntlworld.ie [89.101.162.109]
5 16 ms 18 ms 18 ms dbln-t2core-b-ge-2-1-0-0.aorta.net [213.46.165.13]
6 19 ms 17 ms 18 ms dbln-t2core-a-ae-0-0.aorta.net [213.46.165.2]
7 25 ms 30 ms 29 ms uk-lon01a-rd2-pos-1-2.aorta.net [213.46.160.17]
8 30 ms 30 ms 41 ms uk-lon01a-rd1-10ge-7-0.aorta.net [213.46.174.33]
9 30 ms 23 ms 30 ms uk-lon01a-ri1-pos-5-0.aorta.net [213.46.174.162]
10 301 ms 306 ms 305 ms ge1-0.ar2.lon2.gblx.net [195.66.224.112]
11 312 ms 335 ms 318 ms so0-0-0-2488M.ar1.DUB1.gblx.net [67.17.66.6]
12 319 ms 310 ms 311 ms Global-Voice-Networks-Ireland-Dublin.so-4-1-3.ar1.dub1.gblx.net [208.50.25.78]
13 312 ms 305 ms 311 ms so-0-0-0.mpr2.dub1.ie.gvnx.net [217.112.144.237]

14 71 ms 59 ms 60 ms 217.112.144.230.gvnx.com [217.112.144.230]
15 72 ms 65 ms 59 ms ge0-3-0-100.edge1.hba.dub.stisp.net [84.203.130.
26]
16 67 ms 64 ms 65 ms 194.213.29.1

Trace complete.

turbot

Hello,

can someone please to a tracert to www.fasthosts.co.uk for me, provided they have an NTL connection, and then also try to load their website ...

Because - NTL, for me, seems to have blocked access to all this companies sites, while I can connect just fine via Eircom + IBB.

Your help is appreciated!

lafors

turbot wrote:

Hello,

can someone please to a tracert to www.fasthosts.co.uk for me, provided they have an NTL connection, and then also try to load their website ...

Because - NTL, for me, seems to have blocked access to all this companies sites, while I can connect just fine via Eircom + IBB.

Your help is appreciated!

Same here can't do it

MiloFoxburr

lafors wrote:

Same here can't do it

I doubt NTL have blocked it. However there does seem to be an issue with routing to some sites recently

Gary ITR

I can't connect to that site either and I have an excellent connection with ntl. Getting average pings of 24ms

CountryWise

This is the email address for complaints
customer.support@upc.ie

I have had enough with them, i sent this complaint today, most people will think im being a prick in it but im confident anyone on this thread will understand.

To Whom it concerns, although it doesn’t seem to concern anyone!



I have had a Technical case open with you for the last 9 weeks in which my cable modem broadband has not been working.but lets start from the start of my problems….



My first dealing with you was when my free trial of Broadband was about to come to an end, I emailed you to downgrade and you advised me to call on the last day to downgrade(email included below) from the €39.99 package to the €29.99, which "NAME" did on that given date and we were told that it would go through that evening, I checked the speed the next morning and it hadn’t seemed to have changed.



Next week not only did my Broadband slow down to great effect but it went one better it stopped working completely, only working for a couple of hours during the daytime, which was really handy considering none of us were there during the day, I realise faults can happen so contacted your customer service department and after what seemed like a day on hold I got through to an agent who took my details, said they would raise a case for an engineer to visit the house a couple of weeks later, I foolishly agreed.



A couple weeks go by and the engineer arrives without warning( I had rang customer service twice to make sure he rang me so I could be at home) but luckily I was home from work on a lunch break, lovely fella he was but he was there to fix my cable TV, that was alot of use considering it was my Broadband that was the issue, he apologised for the mix up and made a phone call back to base to get a broadband engineer over there right away, I rand NTL later and found that there was no Broadband engineer arranged at all so had to make another appointment for another week or so away.



Finally the Broadband guy arrives a week later( this is going on 3 weeks without service), he does the nessecary checks and informs me his laptop isn’t working properly so he’d get another one of the engineers to call over shortly that day,and said he’d ring me in an hour to give me an exact time, that was on a Friday and I heard nothing back, I left it till the Monday morning to call the NTL to get an update to be informed that the case was now closed by the engineer, ..............was his name.



Another case was to be opened but it would be escalated and the engineer would be summoned back right away to our house, that was 6 weeks ago…………..i have rang most days in that 6 weeks to chase the case to be told that it had been escalated and id be contacted right away and that id have to sit tight, I asked to speak to a supervisor to be told they don’t exist, they do however, I spoke to one this morning, a very unhelpful one!





Now one thing is being annoyed, pi$$ed off, telling everyone about how sh|t your service is when a fault occurs( they didn’t need to be told it turns out they already knew) but can you imagine my rage when the NTL bill comes in to the house and it has been overcharged, we have been charged for NTL max even though we downgraded before the trial period ended to the €29.99 package.



So once again I ring up your customer service, select the accounts option and sit on hold for 2 hours before hanging up the phone, finally after a WEEK of trying I get through and the agent informs me I rang sometime in January to downgrade, incorrect that was the third time I had rang to downgrade as I noticed the speed hadn’t dropped initially and still had not, I was then told that I hadn’t rang as their was no record of it, so I gave proof of me contacting NTL, eventually a case was raised to refund the account for the overcharged money, that case still sits open and cant be apparently dealt with till the technical issue is fixed, I asked how they knew about the fine details of the technical issue and said the details were in the case, the details in the case I asked? I had been told about a dozen times previously that they were different departments and they couldn’t see what was happening to the case while it was with another department also, just their department.Lies Lies and more lies!



If all this isn’t enough your agents now hang up once I ring and they read the details of the case, refusing to give names saying just one moment and then once they have read the case BANG! The phone goes down. Now in a new twist the agents who don’t hang up wont speak to me about the technical issue as its my partners name on the bill so they refuse even though I have spoken to about 100 agents in the last 9 weeks, have they suddenly had training on the data protection act all of a sudden and started to enforce it?? So now my partner must make the calls or as one of your agents suggested I could get a person with a girls voice to ring in as long as they have their backs covered and can answer the personal questions that’l be ok, unfortunately she hasn’t got a week off of work anytime soon so not sure when she will get the chance to sit on hold for the week.



So is their ever going to be anything done about this case? do you not have SLA levels that you must adhere to? Do your agents not have to account for each call they take, can they really just sherk responsibility and hang up? All questions Id love to get answers to. I would have rang in but I really don’t have the time anymore and as a former customer service agent myself I wouldn’t put a agent through want I wanted to actually say!



If this matter isn’t closed out very soon im taking it a lot further than this and I have the contacts in place ready to run with it.





Regards

paulm17781

While your mail is fair I see one problem, it goes to the same CC folk who already don't care. Try and send it to managers / newspapers. They'll take notice of that.

dub45

paulm17781 wrote:

While your mail is fair I see one problem, it goes to the same CC folk who already don't care. Try and send it to managers / newspapers. They'll take notice of that.

Yes it might be worth ccing this to the Joe Duffy show who have already given NTL a lot of coverage.

Also a mention of the Small Claims Court apparently can result in an immediate change of attitude according to some posts on here.

http://www.citizensinformation.ie/categories/justice/the-legal-system/courts-system/small_claims_court_application_form

RangeR

dub45 wrote:

Also a mention of the Small Claims Court apparently can result in an immediate change of attitude according to some posts on here.

http://www.citizensinformation.ie/categories/justice/the-legal-system/courts-system/small_claims_court_application_form

Believe it or not, I'm still having problems with Chorus. I'm just too enraged to discuss it at the moment. Long story short, they are now saying that it might be a faulty modem. Engineer visit this Saturday 9am-1pm.

nikimere

could someone send me that complaints phone number please.
i have a "5 week no-show engineer" saga going on with them!

Dr. Dodger

Is there any way of finding out where NTL broadband is available? I've been trying to get it but I was told that it was unavailable at my address.

dub45

Dr. Dodger wrote:

Is there any way of finding out where NTL broadband is available? I've been trying to get it but I was told that it was unavailable at my address.

Even people who have it are trying to get it:rolleyes: _ just read the thread above and all the others. Seriously though this might not be the best time to sign up for NTL given that resloution of their many problem does not seem to be progessing anyways fast. There are many posters on here leaving NTL at the moment

If you have a telphone line maybe a 6 month contract might be the way to go and look then and see if NTL have improved.

The Smircher

nikimere wrote:

could someone send me that complaints phone number please.
i have a "5 week no-show engineer" saga going on with them!

Join the club....
http://www.boards.ie/vbulletin/showpost.php?p=52798874&postcount=65

This is gone beyond frustrating, seriously considering the Small Claims Court now.

Sponge Bob

there is no NTL any more , welcome to Chorus y'all

Col_Loki

I had a nightmare with them ignoring me.....sent an email to consumer affairs CC'ing NTL.

Then sent a registered letter to them listing the various communications/problems (there were many), saying if i didnt get a response within a week i was taking it to the small claims court and claiming for the 3 days work i missed waiting on an engineer & the loss of service.

About 2 days later i got a reply from an email saying sorry and that i would be refunded for my first two month bill.

The threat of the small claims court is a real one, its easy to do and doesnt cost much. I think they know if they dont reply to you after a threat like that then they have a good chance of losing in court (and the costs involved for them is quite high).

Have a look on www.courts.ie (its really in your favor and puts the pressure on NTL)

dub45

Col_Loki wrote:

I had a nightmare with them ignoring me.....sent an email to consumer affairs CC'ing NTL.

Then sent a registered letter to them listing the various communications/problems (there were many), saying if i didnt get a response within a week i was taking it to the small claims court and claiming for the 3 days work i missed waiting on an engineer & the loss of service.

About 2 days later i got a reply from an email saying sorry and that i would be refunded for my first two month bill.

The threat of the small claims court is a real one, its easy to do and doesnt cost much. I think they know if they dont reply to you after a threat like that then they have a good chance of losing in court (and the costs involved for them is quite high).

Have a look on www.courts.ie (its really in your favor and puts the pressure on NTL)

'Customers' should not forget that NTL/Chorus/UPC are billing you in advance for this non service.

el diablo

can someone also please send me the contact details for the NTL complaints dept.?

I won't even try to explain the problems I'm having with them.

time for me to consider the small claims court too if this isn't resolved soon..:mad:

el diablo

anybody have that contact for the Complaints Dept.?


I called NTL again today buy a rude culchie girl hung up on me. :mad:

I'm still as far away as ever from getting my refund....:(

Cabaal

I'd recommend that you ask NTL for details regarding their complaints procedure, and then follow it.

Bumping this thread every day for the same details isn't helpful,

el diablo

Cabaal wrote:

Bumping this thread every day

eh, I just joined this thread yesterday.....:rolleyes:

CrazyRabbit

Cabaal wrote:

I'd recommend that you ask NTL for details regarding their complaints procedure, and then follow it.

Bumping this thread every day for the same details isn't helpful,

They don't have a complaints procedure....according to the CSR I spoke to.

I got the name of their head of customer care and sent him a letter. Got no response from him, but and engineer was assigned to work on the problem for as long as needed to fix it (9 week problem with 70% packet loss, caused by intereference). Took the engineer 4 days, but he tracked down the fault 2 streets away, and fixed the connection.

That was 2 weeks ago.

Last night, the connection dropped and it wouldn't reconnect. The modem can't lock on to an upstream/downstream signal. Obviously some kind of general outage. Rang their helpdesk a few mins ago. Soonest they can get an engineer out is next tuesday! And they insist that I take the day off work to be there when he/she arrives. They refuse to believe the problem is outside.

I can't remember the name of the guy who is head of customer care. When I get home, I'll check the piece if paper I have it written on. Then I'll post his name/address here for anyone that wants it.

el diablo

CrazyRabbit wrote:

I can't remember the name of the guy who is head of customer care. When I get home, I'll check the piece if paper I have it written on. Then I'll post his name/address here for anyone that wants it.

ok thanks. I've had similar experiences with the NTL service "engineers" in the past. I don't envy you...:p

Cabaal

el diablo wrote:

eh, I just joined this thread yesterday.....:rolleyes:

and yet you posted here yesterday at 14:13 and bumped the thread again today with the same request at 11:52.
You need to give people time to reply instead of bumping threads over and over.