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Broadband Fault

  • 02-08-2012 4:34pm
    #1
    Conorp55
    Registered Users, Registered Users 2 Posts: 43 ✭


    We got Eircom broadband at the end of May. The Modem that was sent out to us had a very weak signal, and devices any distance away from the modem could not connect to it. So therefore we purchased a Belkin modem. Everything was working perfectly with the speed we originally signed up for using the Belkin modem, It was great for online gaming. However two days ago everything grinded to a hault, no Internet connection was being detected. We went back to the store and replaced the Belkin modem with another one, but still no Internet connection. Next we connected the Eircom modem again and we have an Internet connection however it is extremely weak and slow, not what we signed up for. We were talking to someone on the technical support team for over a half an hour today, we followed all the instructions including changing the channel frequency but the signal is still very weak and slow. What has gone wrong since we WERE getting a excellent signal, We want to get that service back again.
    Please could someone contact us ASAP.

    Thank you.


Comments

  • #2
    eircom: Ant
    Closed Accounts Posts: 1,138 ✭✭✭eircom: Ant


    Conorp55 wrote: »
    We got Eircom broadband at the end of May. The Modem that was sent out to us had a very weak signal, and devices any distance away from the modem could not connect to it. So therefore we purchased a Belkin modem. Everything was working perfectly with the speed we originally signed up for using the Belkin modem, It was great for online gaming. However two days ago everything grinded to a hault, no Internet connection was being detected. We went back to the store and replaced the Belkin modem with another one, but still no Internet connection. Next we connected the Eircom modem again and we have an Internet connection however it is extremely weak and slow, not what we signed up for. We were talking to someone on the technical support team for over a half an hour today, we followed all the instructions including changing the channel frequency but the signal is still very weak and slow. What has gone wrong since we WERE getting a excellent signal, We want to get that service back again.
    Please could someone contact us ASAP.

    Thank you.

    Thanks Conor,

    I see from our records that you received a new modem in early June (Please see notes below)

    Hi Conorp55,
    I have confirmed that the modem will be sent out first thing tomorrow morning. It is being delivered by AN post, so you will receive it by Wednesday.
    I have PM you with the An Post reference number as well.
    =================================
    *********************************
    I tracked the item on An Post:
    Current Status
    ON ROUTE TO CUSTOMER 29-May-12
    Item History
    ******************************************
    =============================
    Hi Conorp55,
    Everything is testing fine from the network side since you set up the new modem
    would you mind trying the checklist - http://bit.ly/K8ZA4P Ff you can & get back to me.
    Thanks, Mark
    Conorp55;78948745]Cheers for checking mark, the speed seems to be ok now, but the range of the modem seems to be quite limited, any suggestions ?
    Thanks Conorp55,
    Glad to hear your broadband speed is fine again. The following LINK or our Community Forum may give you some suggestions regarding your modem -
    Community.eircom.net
    Best wishes,
    Ant
    Date rec by Eircom: 28/05/2012
    ====================

    If you need to re-configure your own Belkin router(s) take a look at our Support website :

    Setting up 3rd Party Modems

    From what you say it does appear that you have a local wireless or weak wireless signal issue, rather than a direct broadband intermittent connection.

    As suggested during your phone call with Broadband Support, it may be possible to change the wireless channel which might help improve your over all wireless connection. It may be possible also to update the firmware on your new ZyXEL router which may also improve your wireless. Given that you only received this new modem last month (see below), it's unlikely though that the firmware will need updated.

    I would advise therefore that you look at the following suggestions on our Community Forum. These have proven in the past to be helpful in similar scenarios :

    How to improve your wireless

    Try these helpful wireless tips before you may need to call into Broadband Support again. It's possible the eircom modem is at fault, though if you're also having issues with your own Belkin modem(s), it's more likely something else is the source of the issue.

    If possible try to complete our Broadband Checklist first before you tackle your wireless signal issue. This will rule out any possibility that this issue is related to the actual broadband connection to the exchange :

    Broadband Checklist


    Broadband Technical Support : 1890 260260 (locall); Hours : 8am - 10pm (7 days).

    Please retain your case id (reference) from Technical Support, as this will help if you need to follow this up.

    Let me know if you need further advice.

    Best wishes,
    Ant


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