It's not broadband, it's Magnet.

Gautama

Hi,

Any Magnet customers out there? How's your service at the moment?
I've had no Magnet Broadband for a day and a half!
I've phoned them twice and they say they're working on the problem.

I wonder if this is enough grounds to leave my contract early and return to Eircom?

Thanks.

Magnet: Rory

Gautama wrote: »

Hi,

Any Magnet customers out there? How's your service at the moment?
I've had no Magnet Broadband for a day and a half!
I've phoned them twice and they say they're working on the problem.

I wonder if this is enough grounds to leave my contract early and return to Eircom?

Thanks.

Do you know the nature of the issue? Where are you living?

Gautama

Magnet (Rory) wrote: »

Do you know the nature of the issue? Where are you living?

Living in Ballinteer.
I've been told the same thing twice, that there's maintenance being performed and the entire Dublin area is being affected to different degrees.

That it's coming back region by region, and to reset my router every few hours to see if my region is active again.

Having experience the outage from 17:30 to 21:00 on Wednesday, I phoned at 21:00 to be told it would be back by 09:00 on Thursday morning.

Then phoned again at 18:30 on Thursday to be informed of the rolling re-activation and that it'd be back by this morning.

It was not back at 07:00 this morning.

Magnet: Rory

Gautama wrote: »

Living in Ballinteer.
I've been told the same thing twice, that there's maintenance being performed and the entire Dublin area is being affected to different degrees.

That it's coming back region by region, and to reset my router every few hours to see if my region is active again.

Having experience the outage from 17:30 to 21:00 on Wednesday, I phoned at 21:00 to be told it would be back by 09:00 on Thursday morning.

Then phoned again at 18:30 on Thursday to be informed of the rolling re-activation and that it'd be back by this morning.

It was not back at 07:00 this morning.

Can you PM me on this?

alastair

Switched over to Magnet 24Mb a few weeks ago. No indication of a loss of service in Dublin 1.

Only real problem with the service has been intermittent dropping of audio in phone connections - not a line drop - just goes silent for short periods. It's not a constant though - just the odd time, so I'm hoping it's just been a passing glitch.

Magnet: Rory

alastair wrote: »

Switched over to Magnet 24Mb a few weeks ago. No indication of a loss of service in Dublin 1.

Only real problem with the service has been intermittent dropping of audio in phone connections - not a line drop - just goes silent for short periods. It's not a constant though - just the odd time, so I'm hoping it's just been a passing glitch.

Do you need me to escalate.

alastair

Magnet (Rory) wrote: »

Do you need me to escalate.

As I say Rory - it's intermittent, and I doubt I can reproduce it on cue, so I'll leave it a bit longer to see if it goes away of it's own accord.

Magnet: Rory

alastair wrote: »

As I say Rory - it's intermittent, and I doubt I can reproduce it on cue, so I'll leave it a bit longer to see if it goes away of it's own accord.

Ok, well you know where I am.

ssa2010

Gautama wrote: »

Hi,

Any Magnet customers out there? How's your service at the moment?
I've had no Magnet Broadband for a day and a half!
I've phoned them twice and they say they're working on the problem.

I wonder if this is enough grounds to leave my contract early and return to Eircom?

Thanks.

This is my story here ====>> http://www.boards.ie/vbulletin/showthread.php?t=2055960715

Magnet: Rory

ssa2010 wrote: »

This is my story here ====>> http://www.boards.ie/vbulletin/showthread.php?t=2055960715

We are currently looking into this. Please be patient.

ssa2010

Magnet (Rory) wrote: »

We are currently looking into this. Please be patient.

Yeah I read you the first 5 times. Have been waiting for the phone call forever. As I said. I am done with you guys, but that should not stop me from posting my story and the joke that your customer support service is.

Gautama

So I'm not alone then! It's another example of "you pay for quality". I wish I'd stayed with Eircom. I've a bunch of stuff to do on the net and as it's pishing rain this weekend so I'd planned on getting it done. What to do? Go back into the office? iPhone is only useful for small bits.
48 hours. Does this count as a breach of contract?
Consumers Association here I come... by snail mail

Magnet: Rory

ssa2010 wrote: »

Yeah I read you the first 5 times. Have been waiting for the phone call forever. As I said. I am done with you guys, but that should not stop me from posting my story and the joke that your customer support service is.

We have tried to call you twice now to give you the information. I have also PM'd you my number to help. We have the information to help you.

We have absolutly no way of stopping you from posting however, we would ask you to accept our help.

Gautama

Can you help me?

Magnet: Rory

Gautama wrote: »

Can you help me?

Yes, if you would just give me your details we can help you.

Gautama

Just phoned Magnet again. Guess what? They're blaming Eircom. Classic Celtic Tiger Contract Conundrum: Magnet blame Eircom. Contact Eircom and they'll blame Magnet.

In general I avoid sub-contracts for this very reason. At least if I was still with Eircom I could deal with them and they couldn't fob me off with this crap. Instead I'm with the angels of Magnet.

As the subject says...

Magnet: Rory

Gautama wrote: »

Just phoned Magnet again. Guess what? They're blaming Eircom. Classic Celtic Tiger Contract Conundrum: Magnet blame Eircom. Contact Eircom and they'll blame Magnet.

In general I avoid sub-contracts for this very reason. At least if I was still with Eircom I could deal with them and they couldn't fob me off with this crap. Instead I'm with the angels of Magnet.

As the subject says...

Why are you avoiding my help, please give me your details and I will be able to look into your circumstances with more detail.

Gautama

I have sent you two PMs

Gautama

Make that 4.
In the last three months the connection has dropped a number of times, usually for only a couple of minutes, sometimes for a half hour. But 48 hours is intolerable.
Either on this site or www.askaboutmoney.com somebody posted of something similar.
Magnet really aren't worth the headache!
I've put off a langerload of internetting because of the good weather. Now it's pishing outside and I've no access!
Murphy's Law? Magnet's Law!
Are their fibre optics made of paper or what?

Gautama

Is it "safe" to post my Magnet account number here? PMs are not fixing the problem or re-imbursing my money!
At least I can see the info here on iPhone.

Magnet: Rory

Gautama wrote: »

Is it "safe" to post my Magnet account number here? PMs are not fixing the problem or re-imbursing my money!
At least I can see the info here on iPhone.

We have just got your account and contact number now. Expect a call now. The issue is not resolved yet but you will get a call to explain the circumstances.

Please bear with us on this.

Magnet: Rory

Gautama wrote: »

Make that 4.
In the last three months the connection has dropped a number of times, usually for only a couple of minutes, sometimes for a half hour. But 48 hours is intolerable.
Either on this site or www.askaboutmoney.com somebody posted of something similar.
Magnet really aren't worth the headache!
I've put off a langerload of internetting because of the good weather. Now it's pishing outside and I've no access!
Murphy's Law? Magnet's Law!
Are their fibre optics made of paper or what?

I understand your frustration here but it really is not a fair representation of our services. If you know of any other customers who are experiencing this problem please forward me on the link.

Gautama

Just had a call from Magnet. Better than nothing.
I'm assuming that the reason Magnet is half price is that they have only half the equipment? i.e. no Disaster Recovery facility.

Magnet: Rory

Gautama wrote: »

Just had a call from Magnet. Better than nothing.
I'm assuming that the reason Magnet is half price is that they have only half the equipment? i.e. no Disaster Recovery facility.

We really do understand your frustration but you have to understand that we are aware of this problem and we are working on the issue. It genuinely does not fairly represent the services we provide.

I hope you can understand and appreciate that we are doing everything in our power to help and again if you have the details of other people affected you can PM me the link and again I will do everything possible to keep everyone informed.

There are not a lot of customers affected but I understand that for the small number offline this is a big inconvenience.

congo_90

Online all day no issues to report from where I am. No help to op but still just pointing it out. Tv froze for a moment earlier but that's it.

Gautama

Still no service.

Taltos

Thanks for sharing this op. I was considering getting in magnet but I rely on bb for my work. Outages of the duration you describe could cost me my job. Shame as their service seemed the best out there.

Gautama

Taltos wrote: »

Thanks for sharing this op. I was considering getting in magnet but I rely on bb for my work. Outages of the duration you describe could cost me my job. Shame as their service seemed the best out there.

This is something I was thinking about since and even said it to one less than helpful phone service guys. Could you imagine if I was a business experiencing this? The loss of revenue could be enough to put one out of business. The stress alone would be so detrimental.
The timing here is key. For me it's pissing rain outside and I'd planned on various activities. What if I was a student studying? Or researching a thesis? Or a lovebird Internet romancing? Everybody has their one story and critical times, be it business or personal.
Still no service.
Gonna do some ironing.

Gautama

75 hours. Still no Magnet Broadband. I'm told that it's affecting BitStream customers only. Well that's a consolation. Me hole!

Gautama

Still no service. Ah, at least it's sunny outside.

Gautama

Half time in the Munster Hurling Final... still no service. Must be nearly four days now, I'm beginning to lose count.

dr strangelove

I've been off-line since Friday last week, and Magnet either tell me it's an Eircom/ line issue and sould be resolved 'in a few days time' or that it's fixed and i just need to re-boot the router.

The DSL link light is on, but the internet connection light on my router stays red.
I've even gone as far as buying a new router to troubleshoot the connection, but get exactly the same problem on the new router.

So, OP, you're not alone.

Gautama

dr strangelove wrote: »

I've been off-line since Friday last week, and Magnet either tell me it's an Eircom/ line issue and sould be resolved 'in a few days time' or that it's fixed and i just need to re-boot the router.

The DSL link light is on, but the internet connection light on my router stays red.
I've even gone as far as buying a new router to troubleshoot the connection, but get exactly the same problem on the new router.

So, OP, you're not alone.

For my own sake, I'm glad I'm not alone.
For your sake (and any others), I'm sorry.

Mine was still out this morning. Can't wait to get home to see if the red light has changed to green... 'tis like the night before Christmas!

Gautama

Santa didn't come!

Gautama

Magnet (Rory) wrote: »

We really do understand your frustration but you have to understand that we are aware of this problem and we are working on the issue. It genuinely does not fairly represent the services we provide.

I hope you can understand and appreciate that we are doing everything in our power to help and again if you have the details of other people affected you can PM me the link and again I will do everything possible to keep everyone informed.

There are not a lot of customers affected but I understand that for the small number offline this is a big inconvenience.

Rory, any chance of an update? You seemed to be gagging to respond last week but has it fallen off your radar? It hasn't fallen off mine.

Not looking for a phonecall blah blah blah, just a quick post here will do. It's been nearly a week.

Also, is it possible for you to attach a contract so that I can see if this lack of service counts as a breach of contract. I want out. I want Eircom. If not, can you pass on a direct phone number for sales. Your phone rep advised that as the method for discussing contracts.

Thanks.

dr strangelove

+1

Any info would be helpful, spent about 40 minutes on hold over three calls to Magnet yesterday, eventually hanging up on all three without getting through to a human.

On hold again now.....

Gautama

dr strangelove wrote: »

+1

Any info would be helpful, spent about 40 minutes on hold over three calls to Magnet yesterday, eventually hanging up on all three without getting through to a human.

On hold again now.....

I'd no problems getting thru' last week but haven't tried since. They're probably being flooded with customers calling. Bet their phone network will go down next!
Time to order a carrier pigeon!

Solair

Send them an official complaint & state that you feel it's a breech of contract
Describe situation and explain that you have sent letter by recorded delivery.

Bring to local post office and register.

Also contact comreg & log a case and get a case number ( do this first & quote case I'D in letter)

Deliber

Gautama wrote: »

Hi,

Any Magnet customers out there? How's your service at the moment?
I've had no Magnet Broadband for a day and a half!
I've phoned them twice and they say they're working on the problem.

I wonder if this is enough grounds to leave my contract early and return to Eircom?

Thanks.[/QU

Big no to Magnet:

Trying to cancel my Maganet Broadband because of useless service
Hey guys! i need your advice

I signed up with magnet in feb 2010 for broadband and phone, from the first day i started to have problems, i though may be it a new connection and it will be ok but no i was wrong.

I have to restart the router about 5 times a day and also wireless connection was keep dropping, i rang them so many times, it went on for about three months and i dint get any fix, they told me to get my own router and it may fix the problem, but it didn't.

i couldn't go on for long and i rang them to cancel my contract after 3 months, now they are telling me that i have to pay a cancellation fee. i told them i am not going to pay anything as i am canceling my contract only because you could not provide me the service i signed for.

Is it possible to cancel a contract and not pay the cancellation fee or whatever that is based on the fact that you're not getting the service you're paying for? i did give them about 3 months to fix the problem but they didnt.

Thank you in advance

Deliber

dr strangelove wrote: »

+1

Any info would be helpful, spent about 40 minutes on hold over three calls to Magnet yesterday, eventually hanging up on all three without getting through to a human.

On hold again now.....

Trying to cancel my Maganet Broadband because of useless service
Hey guys! i need your advice

I signed up with magnet in feb 2010 for broadband and phone, from the first day i started to have problems, i though may be it a new connection and it will be ok but no i was wrong.

I have to restart the router about 5 times a day and also wireless connection was keep dropping, i rang them so many times, it went on for about three months and i dint get any fix, they told me to get my own router and it may fix the problem, but it didn't.

i couldn't go on for long and i rang them to cancel my contract after 3 months, now they are telling me that i have to pay a cancellation fee. i told them i am not going to pay anything as i am canceling my contract only because you could not provide me the service i signed for.

Is it possible to cancel a contract and not pay the cancellation fee or whatever that is based on the fact that you're not getting the service you're paying for? i did give them about 3 months to fix the problem but they didnt.

Thank you in advance

Gautama

I've mailed the Consumers' Association and ComReg. Got an OOO back from the latter:rolleyes:

Shmoo

Hi,

my Internet stopped working yesterday. Because my phone line was broken and repaired recently, I assumed that it broke again, but as it seems I'm not the only one who has lost his internet connection.

I'm in Dublin 6w, is anyone else in that area affected?

Magnet: Rory

Shmoo wrote: »

Hi,

my Internet stopped working yesterday. Because my phone line was broken and repaired recently, I assumed that it broke again, but as it seems I'm not the only one who has lost his internet connection.

I'm in Dublin 6w, is anyone else in that area affected?

The issue here is a bitstream outage. It looks like you are in an ADSL2+ area. Please PM me your details.

Work is still underway on the bitstream outage.

Magnet: Rory

Deliber wrote: »

Trying to cancel my Maganet Broadband because of useless service
Hey guys! i need your advice

I signed up with magnet in feb 2010 for broadband and phone, from the first day i started to have problems, i though may be it a new connection and it will be ok but no i was wrong.

I have to restart the router about 5 times a day and also wireless connection was keep dropping, i rang them so many times, it went on for about three months and i dint get any fix, they told me to get my own router and it may fix the problem, but it didn't.

i couldn't go on for long and i rang them to cancel my contract after 3 months, now they are telling me that i have to pay a cancellation fee. i told them i am not going to pay anything as i am canceling my contract only because you could not provide me the service i signed for.

Is it possible to cancel a contract and not pay the cancellation fee or whatever that is based on the fact that you're not getting the service you're paying for? i did give them about 3 months to fix the problem but they didnt.

Thank you in advance

Can you PM me on this?

Gautama

Paul Oktopus has predicted that Magnet Bitstream service will resume before the end of 2010.

Gautama

Magnet (Rory) wrote: »

The issue here is a bitstream outage. It looks like you are in an ADSL2+ area. Please PM me your details.

Work is still underway on the bitstream outage.

One week down, how long more do you reckon? Realistically now, not the old "tomorrow morning" that I got twice last week.

Gautama

Long day, only just home. Still no Magnet Broadband.

tazzzZ

I hope they dont bill u for the full month and tbh. if they were smart about it they would be offering 1-3 months free service for that inconvenience. Assuming u ever gave them a second chance and stayed with them. I'm sure there must be a cut off point where u can cancel ur contract. i know u have to give them a reasonable period to try fix the problem but that is getting to be a joke.

dont know if it interests u but im with smart and tbh since the initial issues with the change in ownership and that i havent had any problems at all. in saying that i will be changing to UPC when it becomes avail purely for speed reasons.

Gautama

I'm going straight back to Eircom!

Gautama

Finally it's back. Time to get a few bits done for fear it drops again.
1 week! Have we returned to the days of P&T?!

coadyd

Bitstream is Eircom repackaged , so magnet cant fix it they have to wait for Eircom