Switching back to eircom, quick question.

Dcully

Just wondering what time frame im looking at for eircom to activate my broadband?
Long story but ive cancelled sky and ordered eircom NGB up to 24mb last Friday.
I havent heard anything yet either by email,phone,text etc.
They did say 3-5 working days, could someone please check if everything is still on track?

eircom: Alan

Dcully wrote: »

Just wondering what time frame im looking at for eircom to activate my broadband?
Long story but ive cancelled sky and ordered eircom NGB up to 24mb last Friday.
I havent heard anything yet either by email,phone,text etc.
They did say 3-5 working days, could someone please check if everything is still on track?

Hi Dcully

I've looked into this and I can see that your line has returned to eircom today and I can also confirm your broadband should return within six working days.

The proceedure is that the line returns first within 3-5 working days and broadband then returns within 10 days of the line returning to eircom. I have advised you of six working days as this is the new average timeframe as to when broadband comes back after the line has come back.

Regards

Al

Dcully

Thanks for that Alan.

Im guessing eircom will send out a new modem?

eircom: Alan

Dcully wrote: »

Thanks for that Alan.

Im guessing eircom will send out a new modem?

Hi Dcully

I've checked this order and a new modem included is not inlcluded however a €30 once off discount will apply where a new modem is not included.

Regards

Al

Dcully

Well can i use the sky hub or a bog standard eircom one that i got from eircom a few years back?
I asked the lady that took my order to send out a new modem, i assumed i needed one?

eircom: Alan

Dcully wrote: »

Well can i use the sky hub or a bog standard eircom one that i got from eircom a few years back?
I asked the lady that took my order to send out a new modem, i assumed i needed one?

Hi Dcully



The older eircom modem will work however when the broadband returns to eircom we will be able to send a new zyxel router. Unfortunately we will need to wait until the broadband is back so if you would like to get in touch with me here to arrange this next week I will be happy to assist.


Regards


Al

Dcully

eircom: Alan wrote: »

Hi Dcully



The older eircom modem will work however when the broadband returns to eircom we will be able to send a new zyxel router. Unfortunately we will need to wait until the broadband is back so if you would like to get in touch with me here to arrange this next week I will be happy to assist.


Regards


Al

Thanks again, ill be in touch once the broadband returns.

eircom: Alan

Dcully wrote: »

Thanks again, ill be in touch once the broadband returns.

No worries Dcully

Al

Dcully

Hi Alan, just wondering could you send out a modem please, just thinking i should really have it for when the broadband is activated.
Waiting until its active to then contact you is delaying things surely?

eircom: Alan

Dcully wrote: »

Hi Alan, just wondering could you send out a modem please, just thinking i should really have it for when the broadband is activated.
Waiting until its active to then contact you is delaying things surely?

Hi Dcully

It would not be possible to place an order for a modem for you until you have eircom broadband, however either of the two modems you have previously referenced or the modem that was replaced last march should work until then.

Regards

Al

Dcully

It just seems strange that they dont automatically send out one, a friend of mine in the same scenario as me ordered today and the lady said he would get a modem soon.
When i ordered last wek i was told the same but after speaking to you here you say there is no order for modem, i dont understand why not.

If the older ones work then cool but its hardly fair to sign for broadband and phone and be expected to use old gear i decided to hold onto.

eircom: Alan

Dcully wrote: »

It just seems strange that they dont automatically send out one, a friend of mine in the same scenario as me ordered today and the lady said he would get a modem soon.
When i ordered last wek i was told the same but after speaking to you here you say there is no order for modem, i dont understand why not.

If the older ones work then cool but its hardly fair to sign for broadband and phone and be expected to use old gear i decided to hold onto.

Hi Dcully

It's usually the case that you are asked if you would like a €30 credit or free modem. I have looked into your order and I can see that the option for the €30 has been selected and not the option for the new modem however It seems as you were not informed on this which is why you will receive both the €30 and a new modem.

I apologise for the errors and inconvenience that has occured however I would also like to advise you that had a new modem been issued with your order the modem would not be sent from eircom until the broadband is active with eircom.

Regards

Al

Dcully

Thatts grand ,thanks for prompt replies Alan

eircom: Alan

Dcully wrote: »

Thatts grand ,thanks for prompt replies Alan

No problem Dcully

Al

Dcully

Hi folks, ive heard nothing about my broadband yet, will be two weeks this coming Friday since i placed my order, can someone please check up on a possible date?

eoghanoh

Hi Dcully,

Was on the phone this morning with Vodafone tech. I'm syncing at 15mbps on the Monasterevin exchange (I upgraded last week) which is good, but I wanted to push it higher. I asked, and my profile is set to 15mbps. I asked them to set it higher to see what the line and equipment could actually handle rather than what they thought it could handle. They phoned me back about 2 hours ago to say they have been in contact with Eircom and Eircom have told them that no matter how high they set the profile it won't make a difference to the speed because the cards that have been installed in the exchange are only 15mbps cards.

Jut thought you might want to know this before you sign up to a contract, and also wanted to tell you as a thanks, because it was from you that I found out the exchange had been upgraded in the first place. (Disappointed it's only 15mbps capable though).

BTW, in speedtest.net I'm getting about 13mbps which is expected given headers etc, and a 0.6mbps upload.

I'd be interested to know what you get once you're connected.

Eoghan.

Dcully

Thanks for that Eoghan, 15mb is what i was quoted too, why the hell do they say up to 24mb then?
Ive signed up to a contract but this seems like false advertising, why should i pay for up to 24mb yet eircom only install 15mb cards?

More to the point, any chance a rep could see when i can expect to be activated please?

Eoghan , when did you place your order ?
Mine was Friday the 5th, almost 2 weeks ago

eircom: Mark

Dcully wrote: »

Thanks for that Eoghan, 15mb is what i was quoted too, why the hell do they say up to 24mb then?
Ive signed up to a contract but this seems like false advertising, why should i pay for up to 24mb yet eircom only install 15mb cards?

More to the point, any chance a rep could see when i can expect to be activated please?

Eoghan , when did you place your order ?
Mine was Friday the 5th, almost 2 weeks ago

Hi Dcully,

eircom need to have set perimeters for broadband packages.

Although broadband speed can be affected by line. distance or exchange factors, we have the "up to 24"MB packages for standard and NGB packages. For customers who line qualifies for more than 12MB (capability). So if they want a higher speed they have the option to chose that package.

Thanks, Mark

Dcully

Id prefer if you could look into my order please Mark.
Im waiting on some rep to respond so i can forward my number if they dont already have.

Ill see whats what once i get activated.
I live a stones throw from the exchange so i expect very good speeds.

eoghanoh

eircom: Mark wrote: »

Hi Dcully,

eircom need to have set perimeters for broadband packages.

Although broadband speed can be affected by line. distance or exchange factors, we have the "up to 24"MB packages for standard and NGB packages. For customers who line qualifies for more than 12MB (capability). So if they want a higher speed they have the option to chose that package.

Thanks, Mark

Hi Mark,

thanks for the reply, but it doesn't really clarify anything to be honest.  It sounds like a canned statement.

Could you please clarify whether or not the Monasterevin exchange has 24mbps boards, whether it just has 15mbps boards, or whether there is a combination of both?  If 24mbps is available to Eircom customers, is it also available to other operators from the same exchange e.g. Vodafone, or are any 24mbps cards reserved for Eircom customers?

Sorry Dcully, not meaning to hijack your thread, just want Mark to clarify his response.

Thanks,
Eoghan.

eoghanoh

Dcully wrote: »

Thanks for that Eoghan, 15mb is what i was quoted too, why the hell do they say up to 24mb then?
Ive signed up to a contract but this seems like false advertising, why should i pay for up to 24mb yet eircom only install 15mb cards?

More to the point, any chance a rep could see when i can expect to be activated please?

Eoghan , when did you place your order ?
Mine was Friday the 5th, almost 2 weeks ago

I placed my order at 8pm on the 9th of April. My speed was upgraded by 10am the next morning.

Dcully

eoghanoh wrote: »

I placed my order at 8pm on the 9th of April. My speed was upgraded by 10am the next morning.

Thanks Eoghan, that was swift indeed.
I hope I get info here today about mine and it better be activated ASAP, there is absolutely no reason why a returning customer should be waiting 2 weeks.

Dcully

Okay im just off the phone to eircom and now they are telling me 25th of this month before im activated.
I was told 6-10 days by eircom on this forum, i rang Monday and was told i will be active this Thursday ie tomorrow.
When i placed my order i was told 3 days max.

I asked the lady i spoke to who quoted the 25th as activation date if i could have this in writing sicne im getting conflicting dates and she said she would forward it via email, im still waiting on this email.

Thats four different dates given.
Im sorry but this is totally unacceptable.
Why cant i be given an honest difinitive 100% answer?
Its probably no coincidence either that as of yet the reps here have not answered my query.
Why does broadband take so long yet the phone line took 3-4 days?

Can a rep please get onto this ASAP, im getting seriously annoyed at being messed around yet again by eircom.

I want a definite date please or i will be cancelling my order.

Dcully

Anyone?
I asked for an activation date @ 15:32 yesterday yet nobody has responded to a simple request.
The reps have been on many times and have responded to others.

What is going on?

eircom: Mark

eoghanoh wrote: »

Hi Mark,

thanks for the reply, but it doesn't really clarify anything to be honest.  It sounds like a canned statement.

Could you please clarify whether or not the Monasterevin exchange has 24mbps boards, whether it just has 15mbps boards, or whether there is a combination of both?  If 24mbps is available to Eircom customers, is it also available to other operators from the same exchange e.g. Vodafone, or are any 24mbps cards reserved for Eircom customers?

Sorry Dcully, not meaning to hijack your thread, just want Mark to clarify his response.

Thanks,
Eoghan.

Hi Eoghan,

I apologise if if the post came across as a canned statement however it is the correct information.

If you would like to PM me with your address I cabn check look into it for you as much as I can. However I will only be able to comet on existing eircom customers broadband service in the area.

However I can not give any indication regarding service / speed or packages available with other telecommunications companies.

Thanks, Mark

Dcully

Im trying to be extremely patient here guys but when people are getting answers left right and center yet i seem to be overlooked its incredibly frustrating.

Surely an expected date of broadband activation isnt too hard to come by?

eircom: Mark

Dcully wrote: »

Im trying to be extremely patient here guys but when people are getting answers left right and center yet i seem to be overlooked its incredibly frustrating.

Surely an expected date of broadband activation isnt too hard to come by?

Hi dcully,

Apologies removed the post. A complete human error on my part.

Sorry.

Thanks, Mark

eircom: Alan

eircom: Mark wrote: »

Hi dcully,

We received an updated NGB provisional roll out list for 2013 on the 16/04/13. There is still no indication as to when the Monasterevan exchange will be NGB enabled.

Thanks, Mark

Hi Dcully

I would like to assure you that your exchange is indeed NGB enabled.

I shall contact you to discuss this.

Thanks

Al

Dcully

Thanks Alan for contacting me and clearing things up, very much appreciated!

eircom: Alan

Dcully wrote: »

Thanks Alan for contacting me and clearing things up, very much appreciated!

No worries Dcully

I'll be in touch with you here later this afternoon to give you an update on your broadband order.

Al

Dcully

Hi Alan, something happening my end.
Broadband went down and came back but im only syncing @8.1 mbps on both the sky and old eircom router.
However the light for "internet" is red on the eircom router.
Ran a speed test with sky router as its the only one actually letting me online and its saying im on esat ,ie same as sky so it seems im still on sky?
ALso seems im set to the NGB 8mb profile and not the up to 24mb that i ordered?

Dcully

Okay im online now with old eircom zyxel modem but only synced @ 8.1 mbps



see attatchment

eircom: Alan

Dcully wrote: »

Okay im online now with old eircom zyxel modem but only synced @ 8.1 mbps



see attatchment

Hi Dcully

I'll investigate this now and get back to you soon.

Al

ClonNGB

Hi Dcully,

Like yourself I am a returning Eircom customer from Sky. I had my line Eircom enabled last week but still waiting on the broadband to be enabled. I am watching your experience closely. Very interested to see if your speed holds night and day.

eircom: Mark

ClonNGB wrote: »

Hi Dcully,

Like yourself I am a returning Eircom customer from Sky. I had my line Eircom enabled last week but still waiting on the broadband to be enabled. I am watching your experience closely. Very interested to see if your speed holds night and day.

Hi ClonNGB,

We have the business account details logged for you from previous cases.

Can you PM the details for your transfer order to confirm.

Thanks, Mark

Dcully

It should be fine as its uncontended.
Still on 8mb though,seems there was a mistake made with my order for up to 24mb and they put me on 8mb.
eircom Alan rang me this morning to explain the error and is on the case to see me increased to what i ordered.
In fairness Alan has been excellent with this issue.

eircom: Alan

Dcully wrote: »

It should be fine as its uncontended.
Still on 8mb though,seems there was a mistake made with my order for up to 24mb and they put me on 8mb.
eircom Alan rang me this morning to explain the error and is on the case to see me increased to what i ordered.
In fairness Alan has been excellent with this issue.

Hi Dcully


Thanks for your kind feedback, I'll keep in touch with you on this.


Regards


Al

SolvableKnave

Guys, can I hijack a bit and ask why your moving away from Sky? They've only recently opened up their broadband here and i'm surprised that people are moving away so quickly.

keno-daytrader

SolvableKnave wrote: »

Guys, can I hijack a bit and ask why your moving away from Sky? They've only recently opened up their broadband here and i'm surprised that people are moving away so quickly.

Goto the broadband forum, there are huge number of complaints about Sky boradband.

http://www.boards.ie/vbulletin/forumdisplay.php?f=259

SolvableKnave

keno-daytrader wrote: »

Goto the broadband forum, there are huge number of complaints about Sky boradband.

http://www.boards.ie/vbulletin/forumdisplay.php?f=259

Wow. I had been thinking of moving, but i think i'll wait. Roll on Fibre.

ClonNGB

Hi Dcully,

Like yourself I have returned from Sky and selected the 24Mb Ultimate package and was also put on the 8Mb package for some unknown reason. A lot of confusion within Eircom ensued, even told my Exchange doesn't support anything more than 8Mb (I already have a separate 12Mb line to the exchange for business use!). To cut a long story short, they have now switched me to the 24Mb package. The line pre-qual indicated I should get 20Mb but I am getting 15-16. Not sure if there is anything that can be done about that. I will check this evening to see if the speed holds and also if I can access Apple TV movies, which I couldn't with Sky. All in all quite hopeful that it has worked out in the end. Thank-you Mark from Eircom for helping me as well.

Dcully

Well im still on 8mb, eircom Alan told me he is on the case and would ring me @ 10:30 on Friday morning about this but it never happened.
Id rather deal with Alan because anytime i rang support they gave me differing info, the latest telling me my bb wont be active until 25th yet i am active since Thursday.
As of right now im none the wiser as to when i will get up to 24mb activated.

What i will say is eircom 8mb package is vastly superior to sky 7mb package.
For example ingame pings with eircom are 20-25 and i can watch youtube @ 1080 
With sky ingame pings were 45+ and i couldnt watch 720 vids without buffering.

Thats a hell of a difference between practically identical packages.

Fingers crossed eircom get onto my case and deliver what i ordered back on the 5th of this month

How long did it take eircom to correct things for you ClonNGB?
I really hope this is sorted by tomorrow,its getting frustrating now.

eircom: Alan

Dcully wrote: »

Well im still on 8mb, eircom Alan told me he is on the case and would ring me @ 10:30 on Friday morning about this but it never happened.
Id rather deal with Alan because anytime i rang support they gave me differing info, the latest telling me my bb wont be active until 25th yet i am active since Thursday.
As of right now im none the wiser as to when i will get up to 24mb activated.

What i will say is eircom 8mb package is vastly superior to sky 7mb package.
For example ingame pings with eircom are 20-25 and i can watch youtube @ 1080 
With sky ingame pings were 45+ and i couldnt watch 720 vids without buffering.

Thats a hell of a difference between practically identical packages.

Fingers crossed eircom get onto my case and deliver what i ordered back on the 5th of this month

How long did it take eircom to correct things for you ClonNGB?
I really hope this is sorted by tomorrow,its getting frustrating now.

Hi Dcully,

I'll look into this and get back to you shortly,

Apologies for the delays

Al

Dcully

Thanks Alan,pretty frustrating at the moment being honest.

eircom: Alan

Dcully wrote: »

Well im still on 8mb, eircom Alan told me he is on the case and would ring me @ 10:30 on Friday morning about this but it never happened.
Id rather deal with Alan because anytime i rang support they gave me differing info, the latest telling me my bb wont be active until 25th yet i am active since Thursday.
As of right now im none the wiser as to when i will get up to 24mb activated.

What i will say is eircom 8mb package is vastly superior to sky 7mb package.
For example ingame pings with eircom are 20-25 and i can watch youtube @ 1080 
With sky ingame pings were 45+ and i couldnt watch 720 vids without buffering.

Thats a hell of a difference between practically identical packages.

Fingers crossed eircom get onto my case and deliver what i ordered back on the 5th of this month

How long did it take eircom to correct things for you ClonNGB?
I really hope this is sorted by tomorrow,its getting frustrating now.

Hi Dcully
 
I do apologies for the delay, I had been initially informed that this wouldbe done before the weekend just passed however upon contacting broadband operations I have been furthermore informed that an upgrade was attempted however it wasdiscovered that an eircom technician is required to upgrade your port in the exchange and this is the reason why the forecast date has been extended to the 26th of this month.
 
I have informed operations of the delay and inconvenience this has causedyou and I have requested for this task to be escalated however I have not been guaranteed any particular date of completion before the 26th and as I don't want to mislead you on this I can only assure you that I will try my best to have this done as soon as possible.
Regards
 
Al

Dcully

Thanks Alan, you have done your part but its bad form especially for a returning customer.

eircom: Alan

Dcully wrote: »

Thanks Alan, you have done your part but its bad form especially for a returning customer.

Hi Dcully

I understand, I'll do my best to get this resolved as soon as possible,

Al

Dcully

Hi Alan can i have a modem sent out please?
Still using an old eircom one at the moment.

eircom: Alan

Dcully wrote: »

Hi Alan can i have a modem sent out please?
Still using an old eircom one at the moment.

Hi Dcully

I've arranged this already (on friday) and the average lead time on the delivery of this is up to 5 working days so I'm guessing it should be with you soon.

Regards

Al

Dcully

Much appreciated Alan

eircom: Alan

Dcully wrote: »

Much appreciated Alan

No bother Dcully


I'm still awaiting feedback as to when the upgrade will be completed, I'll be in touch with you later hopefully.

Thanks

Al