Upgrade?

funkyouup

Hi, got a letter in the post saying my eircom bb was being upgraded from 3mb to 8mb free of charge, just wondering do i have to contact eircom about it or is it just going to happen?

thefinalstage

You will be automatically upgraded within a month. You can however call sales on 1800503303 and request it.

eircom: Mark

funkyouup wrote: »

Hi, got a letter in the post saying my eircom bb was being upgraded from 3mb to 8mb free of charge, just wondering do i have to contact eircom about it or is it just going to happen?

Hi funkyouup,

poisonedstream is spot on again The migration to NGB wil occur within a month of the letter being sent.

When the broadband is migrated to NGB no new contract will be applied.

Thanks, Mark

garbeth

No new contract is applied but you will be charged for every gigabyte over your allowed usage.

and the maximum download speed is 8MB but you may not get it.

Mine is hovering around 3 at the moment and I've been upgraded

eircom: Tony

garbeth wrote: »

No new contract is applied but you will be charged for every gigabyte over your allowed usage.

and the maximum download speed is 8MB but you may not get it.

Mine is hovering around 3 at the moment and I've been upgraded

Hi garbeth
if you would like me to test your line for speed capacity just PM me your line no. Cannot promise faster speed but can try.
Tony

funkyouup

Good stuff, thanks for the replies lads:)

funkyouup

Hi, this upgrade still hasnt happened yet, rang eircom about a week and a half ago andno one seemed to know when or if my broadband is getting upgraded.

eircom: Mark

funkyouup wrote: »

Hi, this upgrade still hasnt happened yet, rang eircom about a week and a half ago andno one seemed to know when or if my broadband is getting upgraded.

Hi funkyouup,

Can you PM your telephone number or account number and I can check that out for you.

Thanks, Mark

funkyouup

Same Story, rang again and no one had a clue what i was talking about, for an upgrade that was meant to happen inside of a month!

eircom: Mark

funkyouup wrote: »

Same Story, rang again and no one had a clue what i was talking about, for an upgrade that was meant to happen inside of a month!

Hi funkyouup,

Sorry to hear the upgrade order has not issued as yet, however I attempted a NGB mock order and it will go through ok.

So if you place the order either through.

http://www.nextgenerationbroadband.ie/


And enter your details, or you can call 1800 503 303 and they can arrange that for you.

It will complete in 24/48 hours.

Thanks, Mark

funkyouup

Hi again, my upgrade happened sometime last week, it went from 3mb to 4.5mb. Got another letter today from you guys saying as a valued customer im getting upgraded to 24mb, i rang the number above and was told that i wasnt getting 24mb because i was on a different package(sorry cant remember exactly what he said), and when asked why i was sent this letter he didnt know and gave me the eircom complaints number.
So i rang that and complaints were closed but a more helpful eircom guy told me that ill be getting 17mb and that its going through within 24 hours which is great, im just wondering how is it even possible to get 17 or 24 if i cant even get 8?

eircom: Mark

funkyouup wrote: »

Hi again, my upgrade happened sometime last week, it went from 3mb to 4.5mb. Got another letter today from you guys saying as a valued customer im getting upgraded to 24mb, i rang the number above and was told that i wasnt getting 24mb because i was on a different package(sorry cant remember exactly what he said), and when asked why i was sent this letter he didnt know and gave me the eircom complaints number.
So i rang that and complaints were closed but a more helpful eircom guy told me that ill be getting 17mb and that its going through within 24 hours which is great, im just wondering how is it even possible to get 17 or 24 if i cant even get 8?

Hi funkyouup,

Your telephone line is showing a bandwith capacity of between 14-17MB so eircom wil send out an ADSL 2 Zyxel modem to avail of the "up to 24MB package". When your have got and set up the new modem and are getting below the 14Mb.

Let me know and I will check that out for you.

Thanks, Mark

funkyouup

My bandwith capacity is no where near 14-17mb, the standard eircom netopia modem im using is capable of better than 4.3mb, but your saying a new Zyxel one can give up to 17?
Also, thats the 3rd time since i got this letter yesterday ive asked asked an eircom rep that question -
first response was i dont know why you were sent that letter, ignore it or ring complaints; second was to wait 24 hours and my line will be upgraded to 24mb automatically; and now i need a new modem to avail, really hope this is the end of this.

eircom: Mark

funkyouup wrote: »

My bandwith capacity is no where near 14-17mb, the standard eircom netopia modem im using is capable of better than 4.3mb, but your saying a new Zyxel one can give up to 17?
Also, thats the 3rd time since i got this letter yesterday ive asked asked an eircom rep that question -
first response was i dont know why you were sent that letter, ignore it or ring complaints; second was to wait 24 hours and my line will be upgraded to 24mb automatically; and now i need a new modem to avail, really hope this is the end of this.

Hi funkyouup,

It is best to go through all the tests when your get the modem and thenwe can go through your set up and sync.

Thanks, Mark

funkyouup

Can you elaborate on these tests Mark? As my line was tested already for 8mb which i was told yup that line is fine for 8mb, yet here we are and its a little over half that.

eircom: Mark

funkyouup wrote: »

Can you elaborate on these tests Mark? As my line was tested already for 8mb which i was told yup that line is fine for 8mb, yet here we are and its a little over half that.

Hi funkyouup,

Your line is as I said, the line is showing a bandwith capacity of between 14 - 17MB. The DSL is synced at 8MB at the moment so I am surprised your getting less than 5MB.

However as the order is being processed at the moment to switch to the NGB unlimate. There is no no point going through the connection / set up until you get the new modem.

Thanks, Mark

kojack

Hey sorry for hijacking the thread. I got the letter yesterday saying I was getting a free upgrade to NGB ultimate because I was on 7mb home advanced product. I know that im not on the 7mb product im only on the 3mb so what sort of NGB service will I get?

eircom: Mark

kojack wrote: »

Hey sorry for hijacking the thread. I got the letter yesterday saying I was getting a free upgrade to NGB ultimate because I was on 7mb home advanced product. I know that im not on the 7mb product im only on the 3mb so what sort of NGB service will I get?

Hi kojack,

Can you send on your telephone number and I will check that out for you.

Thanks, Mark

kojack

PM sent thanks

eircom: Mark

kojack wrote: »

PM sent thanks

Hi kojack,

I PM you back, let me know if you have any follow up queries.

Thanks, Mark

funkyouup

New router arrived today and has been set up, speeds still the sames so whats the next step?

eircom: Mark

funkyouup wrote: »

New router arrived today and has been set up, speeds still the sames so whats the next step?

Hi funkyouup,

Can you try:


http://bit.ly/eircomSupport1 - Broadband Checklist


And get back to me.

Thanks, Mark

funkyouup

Hi Mark, went through that checklist 1 by 1 and speed is still the same

eircom: Mark

funkyouup wrote: »

Hi Mark, went through that checklist 1 by 1 and speed is still the same

Hi funkyouup,

Apologies for the delay in getting back to you. I will get back to you tomorrow with an update.

Mark

funkyouup

Ok thanks.

Liam Byrne

kojack wrote: »

Hey sorry for hijacking the thread. I got the letter yesterday saying I was getting a free upgrade to NGB ultimate because I was on 7mb home advanced product. I know that im not on the 7mb product im only on the 3mb so what sort of NGB service will I get?

Hi Mark

I got the same letter today, despite only also being on the 3mb product (and only getting 1.7mb most of the time)

So 2 questions here

1. Why is there a discrepancy between what I'm on and what the letter says
2. Will the line actually handle the new speed ? eircom had offered me this a few months back and I had to tell them that I didn't think the line would handle it......they initially reassured me that yes, it would, and then they rang back to say "oops, no it won't"

Is it too much to hope for that I will actually get it this time around ?

Fingers crossed!

eircom: Mark

funkyouup wrote: »

Ok thanks.

Hi funkyouup,

Sorry about the delay in getting back to you I have checked your broadband sync and there is an problem. I have escalated it and I will let you know as soon as I have any updates.

Thanks, Mark

funkyouup

Hi Mark, i had an eircom engineer at my house this morning also, the speed is now gone back down to 3.3mb and pings are pretty high to as of now

eircom: Mark

funkyouup wrote: »

Hi Mark, i had an eircom engineer at my house this morning also, the speed is now gone back down to 3.3mb and pings are pretty high to as of now

Hi funkyouup,

Thanks for letting me know, leave it with me and I will let you know as soon as I have an update.

Thanks, Mark

funkyouup

Speeds gone back up to 4.5 ish again.

eircom: Tony

funkyouup wrote: »

Speeds gone back up to 4.5 ish again.

Hi funkyyouup
I can see tech was out and reports internal wiring issue, Mark has escalated this to broadband tech support manager and is awaiting their response, will be back to you soon.
Tony

funkyouup

Yup he explained what needed to be done, was very helpful

eircom: Tony

funkyouup wrote: »

Yup he explained what needed to be done, was very helpful

Good to hear that funkyouup, Mark wil be back to you as soon as feedback available.
Tony

funkyouup

Just to update what's going on here. Internets been down all day, got a call saying my line was upgraded and working fine, ended up ringing tech support back and got told a different version of events, to be honest the internet being down isn't pissing me off, being told different stories by your reps within the same department within an hour is.

eircom: Mark

funkyouup wrote: »

Just to update what's going on here. Internets been down all day, got a call saying my line was upgraded and working fine, ended up ringing tech support back and got told a different version of events, to be honest the internet being down isn't pissing me off, being told different stories by your reps within the same department within an hour is.

Hi funkyouup,

The eircom techs cleared an issue at the exchange over an hour ago. Just to confirm you are still without broabdband service?

Thanks, Mark

funkyouup

eircom: Mark wrote: »

funkyouup wrote: »

Just to update what's going on here. Internets been down all day, got a call saying my line was upgraded and working fine, ended up ringing tech support back and got told a different version of events, to be honest the internet being down isn't pissing me off, being told different stories by your rieps within the same department within an hour is.

Hi funkyouup,

The eircom techs cleared an issue at the exchange over an hour ago. Just to confirm you are still without broabdband service?

Thanks, Mark

Yes I'm still without broadband.

eircom: Mark

funkyouup wrote: »

Yes I'm still without broadband.

Hi,

I am looking into it and I will get back to you.

Thanks, mark

eircom: Mark

funkyouup wrote: »

Yes I'm still without broadband.

Hi funkyouup,

I am chasing up the broadband issue, sorry for the wait can I ask if you have a dial tone, are you able to make or recieve calls?

Thanks, Mark

funkyouup

Broadband came back at some point this morning, now when we pick up the phoneand or make/recieve a call, it kills the internet signal for a few minutes. Their is also alot of noise on our phone line now when you pick it up, microfilters on all sockets, nothing else plugged in.

eircom: Mark

funkyouup wrote: »

Broadband came back at some point this morning, now when we pick up the phoneand or make/recieve a call, it kills the internet signal for a few minutes. Their is also alot of noise on our phone line now when you pick it up, microfilters on all sockets, nothing else plugged in.

Hi funkyouup,

The line is testing fine? I will monitor the connection over the next few days and get back to you.

Have you tried any new spliters on the line recently?

Thanks, Mark

funkyouup

No, there isnt any splitters in use, ive tried the microfilters from my old eircom router and the ones i recieved with the zyxel, i tested the speed at around 2pm and it was around 14mb, tested again before this post and its back down to 3.4mb
The line is far from fine Tony.

eircom: Mark

funkyouup wrote: »

No, there isnt any splitters in use, ive tried the microfilters from my old eircom router and the ones i recieved with the zyxel, i tested the speed at around 2pm and it was around 14mb, tested again before this post and its back down to 3.4mb
The line is far from fine Tony.

Hi funkyyouup,

The case has been re-escalated to engineers an hour ago. I will follow the case and get back you.

Thanks, Mark

neiphin

funkyouup wrote: »

No, there isnt any splitters in use, ive tried the microfilters from my old eircom router and the ones i recieved with the zyxel, i tested the speed at around 2pm and it was around 14mb, tested again before this post and its back down to 3.4mb
The line is far from fine Tony.

go to a different provider
call them when you have a problem, eircom will be out sooner to fix your problem when it comes from them

you sir are their customer, they have you in the bag, dont have to mind you as much

eircom: Tony

neiphin wrote: »

go to a different provider
call them when you have a problem, eircom will be out sooner to fix your problem when it comes from them

you sir are their customer, they have you in the bag, dont have to mind you as much

Hi neiphin
I appreciate that you have taken the time to offer advice to this thread however your post is not accurate. Eircom's response to a fault is not determined by which provider it is with. There is a 2 to 4 working day resolve time for all line / service fault no matter who provideds line.
Just thought I'd clarify this.
Tony

eircom: Tony

funkyouup wrote: »

No, there isnt any splitters in use, ive tried the microfilters from my old eircom router and the ones i recieved with the zyxel, i tested the speed at around 2pm and it was around 14mb, tested again before this post and its back down to 3.4mb
The line is far from fine Tony.

Hi funkyouup
re call, I can see should now be syncing at approx 17Mb, signal appears solid. If you monitor this for today and let me know if any further issue.
Hope all continues well and apologies for inconvenience.
Tony

FungiWalsh

Hi,

I realised recently that we're on an 8MB broadband package, but we are only getting 3MB (I assumed our package was 3MB, for some reason). Yesterday, we received a call from Eircom telling us that we were being upgraded to 12MB. So I rang Eircom's broadband support today to try and find out why we've only been receiving 3MB, and the guy (I forgot to get his name) in technical support said our exchange wasn't equipped for speeds higher than 3MB. I've done a bit of Googling since, and it seems our exchange was, in fact, upgraded for NGB last October. Can anyone here help me out and let me know if we're capable of receiving over 3MB? I can PM our number to one of the Eircom folks.

Thanks!

eircom: Mark

FungiWalsh wrote: »

Hi,

I realised recently that we're on an 8MB broadband package, but we are only getting 3MB (I assumed our package was 3MB, for some reason). Yesterday, we received a call from Eircom telling us that we were being upgraded to 12MB. So I rang Eircom's broadband support today to try and find out why we've only been receiving 3MB, and the guy (I forgot to get his name) in technical support said our exchange wasn't equipped for speeds higher than 3MB. I've done a bit of Googling since, and it seems our exchange was, in fact, upgraded for NGB last October. Can anyone here help me out and let me know if we're capable of receiving over 3MB? I can PM our number to one of the Eircom folks.

Thanks!

Hi FungiWalsh,

Can you Pm your telephone number and I will look into your upgrade order and speed issues.

Thanks, Mark

funkyouup

Checked the speed a few times yesterday and today and its pretty much been 14.5mb on the speed tests.

eircom: Mark

funkyouup wrote: »

Checked the speed a few times yesterday and today and its pretty much been 14.5mb on the speed tests.

Hi funkyouup,

Thanks for getting back to us with an update.

Mark