Up to 24MB product - how long to switch to it?

Mr Cumulonimbus

I used your efibre checker and it said it wasn't available yet in my area but I could upgrade to an up to 24MB package at no extra cost.

I rang 1800661622 on Monday to do this. How long does it take?

Still saying on My Account that I'm on the NGB Regular option. I'm away at the moment so I can't actually check what current speed my BB is. The agent advised my line could handle 12 meg download.

eircom: Alan

Mr Cumulonimbus wrote: »

I used your efibre checker and it said it wasn't available yet in my area but I could upgrade to an up to 24MB package at no extra cost.

I rang 1800661622 on Monday to do this. How long does it take?

Still saying on My Account that I'm on the NGB Regular option. I'm away at the moment so I can't actually check what current speed my BB is. The agent advised my line could handle 12 meg download.

Hi Mr Cumulonimbus

This can take up to 10 working days as an eircom engineer needs to make some modifications at your exchange to enable the upgrade.

Thanks

Al

Mr Cumulonimbus

Any updates? 2 weeks today since I rang to request to be switched to the Up to 24 MB package.

eircom: Tracey

Hi Mr Cumulonimbus,

Would you like to PM me your details and I will look into this for you?

Thanks

Tracey

Mr Cumulonimbus

PM sent.

eircom: Tracey

Thanks I will look into this and come back to you with an answer.

Thanks

Tracey

domeld

It should take up to 24 hours, usually it is straight away, but this is eircom!

eircom: Alan

domeld wrote: »

It should take up to 24 hours, usually it is straight away, but this is eircom!

domeld

It's not usually 24hours as work needs to completed at the exchange to do this (conversion to adsl2+) It can take up to 10 working days.

Al

Soarer

Not to step on the OP's toes, but I'm in a similar situation.

My line is throttled back to 8mb, but the line can handle 21mb. New 12 month contract signed 2 weeks ago, but still stuck on 8mb*.  Can I PM you my details and maybe you could look into it?

Thanks.

P.S. Speedtest is telling me I'm only getting 1.5mb, which is super sucky!

eircom: Alan

Soarer wrote: »

Not to step on the OP's toes, but I'm in a similar situation.

My line is throttled back to 8mb, but the line can handle 21mb. New 12 month contract signed 2 weeks ago, but still stuck on 8mb*.  Can I PM you my details and maybe you could look into it?

Thanks.

P.S. Speedtest is telling me I'm only getting 1.5mb, which is super sucky!

Hi Soarer

Would you like to DM me your landline number?

Al

Soarer

PM sent Al, thanks.

Mr Cumulonimbus

11 working days have now passed and this upgrade request still hasn't been done for me. If possible can this be done by close of business on Friday, thanks.

eircom: Tracey

Hi Mr Cumulonimbus,

I am still looking into this for you, sorry for the delay. I will come back to you as soon as I have more information, I can't promise Friday at this stage I'm afraid.

Thanks

Tracey

Mr Cumulonimbus

Thanks Tracey.

The agent mentioned around 24 hours when I spoke to him originally. Should your agents be advised not to say this, as the task can't be done in this time period?

eircom: Tracey

Yes I will pass this information on for you, that's no problem at all.

Thanks

Tracey

Mr Cumulonimbus

Just after ringing 1800661622 again. According to the agent the order was placed on the system on 4 July for the Up to 24 MB upgrade, with the switchover having occurred on the 10th July. However looking at the info in My Account I'm still apparently on the NGB Regular package (up to 8 MB). She advised me to ring broadband technical support for further advice.

Speedtest done last night is still showing me on the up to 8MB package (getting 6.2 MB download).

eircom: Tracey

Hi,
 
I have checked that order for you, that was an order for the 'up to' 8mb service I'm afraid. The issue is upgrading you to the 'up to' 12 mb service, it involves a changing of port at the exchange and this is where the issue is arising.
 
I have escalated onto the managers in the technicians section and will come back to you as soon as I have more information.
 
Thanks
 
Tracey

Mr Cumulonimbus

Thanks Tracy.

Is the 'up to 12 mb' a reference to the speed my line can handle as opposed to the title of the package, i.e. 'Up to 24 MB'?

eircom: Tracey

Yes that's correct, it is the maximum capability of the line.

 

Thanks

 

Tracey

Soarer

Hi Alan/Tracey.

Were either of ye able to look into my situation?

eircom: Tracey

Soarer wrote: »

Hi Alan/Tracey.Were either of ye able to look into my situation?

Hi Soarer,

I have looked back over your post and I'm afraid I was not dealing with you directly however if you PM me your details I will look into this for you?

Thanks

Tracey

eircom: Tracey

Mr Cumulonimbus wrote: »

Thanks Tracy.Is the 'up to 12 mb' a reference to the speed my line can handle as opposed to the title of the package, i.e. 'Up to 24 MB'?

Hi,

I have sent you a PM there.

Thanks

Tracey

Soarer

PM sent Tracey.

Thanks.

eircom: Alan

Soarer wrote: »

PM sent Tracey.

Thanks.

Hi Soarer

Unfortunately Tracey is not in today, would you like to PM me the details?

Al

Soarer

Hi Alan.

I actually PM'd you about the same situation last Tuesday. When I got no response, I PM'D Tracey.

I sent the message to you again just there.

Thanks.

eircom: Alan

Soarer wrote: »

Hi Alan.

I actually PM'd you about the same situation last Tuesday. When I got no response, I PM'D Tracey.

I sent the message to you again just there.

Thanks.

I'm sorry about that Soarer,

I had to leave early Tuesday and just back today,

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

Thanks

Al

Mr Cumulonimbus

Tracey, PM sent.  Order is indicated being completed in my online acoount.

Maybe another rep in the meantime could confirm I'm now on the Up to 24MB package and indicate what speeds I should be getting?

eircom: Tracey

Mr Cumulonimbus wrote: »

Tracey, PM sent. Order is indicated being completed in my online acoount.Maybe another rep in the meantime could confirm I'm now on the Up to 24MB package and indicate what speeds I should be getting?

Hi,

I have just sent you a PM there.

Thanks

Tracey

Mr Cumulonimbus

Thanks Tracey. Reply sent.

Mr Cumulonimbus

On the Up to 24 MB product now. Line stats are:

DSL Mode: ADSL2Plus
Speed: 12288kbps/670kbps
Line attentuation (down/up): 43.8 dB/23.1 dB
DSL noise margin: 6 dB/17.1 dB.

How is that DSL noise margin figure? Went down to 3 at one stage. Is it a bit low I wonder?

Speedtest attached.
Down: 10.59 Mb/s, up: 0.56 Mb/s

Mr Cumulonimbus

Rechecked the line stats. That DSL noise margin down figure (2.5 dB) seems very low. Just wondering does the speed on the line needed to be reduced somewhat to avoid stability and connection issues? I'll not be in the house during the day, but I can leave the router on if you guys want to check the line etc.

DSL Mode: ADSL2Plus
Speed: 12288kbps/670kbps
Line attentuation (down/up): 42.8 dB/23.1 dB
DSL noise margin: 2.5 dB/17.3 dB.

Soarer

Anything on my side of things guys?

eircom: Alan

Soarer wrote: »

Anything on my side of things guys?

Hi Soarer

There is an existing port issue at your exchange which technicians are to resolve. I will be in touch with you as soon as I have feedback from them and equally I shall touch base with you later when I have had contact on them to get an update of the progress made.

Really sorry about this delay Soarer

Al

eircom: Tracey

Mr Cumulonimbus wrote: »

Rechecked the line stats. That DSL noise margin down figure (2.5 dB) seems very low. Just wondering does the speed on the line needed to be reduced somewhat to avoid stability and connection issues? I'll not be in the house during the day, but I can leave the router on if you guys want to check the line etc.DSL Mode: ADSL2PlusSpeed: 12288kbps/670kbpsLine attentuation (down/up): 42.8 dB/23.1 dBDSL noise margin: 2.5 dB/17.3 dB.

Hi,

I have just sent you a PM there.

Thanks

Tracey

Soarer

eircom: Alan wrote: »

Hi SoarerThere is an existing port issue at your exchange which technicians are to resolve. I will be in touch with you as soon as I have feedback from them and equally I shall touch base with you later when I have had contact on them to get an update of the progress made.Really sorry about this delay SoarerAl

Great stuff Al, thanks.

Mr Cumulonimbus

eircom: Tracey wrote: »

Hi,I have just sent you a PM there.ThanksTracey

Thanks Tracey. Replied with further PM.

Mr Cumulonimbus

Tracy, PM also sent.

rang t support. Line set now to 10MB. They didn't see any dropouts but I requested them to set it lower since the noise margin figure actually dropped to below 2dB for one set of line stats readouts from my router yesterday evening. I'd rather sacrifice a bit of speed in exchange for a more stable line.

eircom: Alan

Mr Cumulonimbus wrote: »

Tracy, PM also sent.

rang t support. Line set now to 10MB. They didn't see any dropouts but I requested them to set it lower since the noise margin figure actually dropped to below 2dB for one set of line stats readouts from my router yesterday evening. I'd rather sacrifice a bit of speed in exchange for a more stable line.

Ok Mr Cumulonimbus

Yes that I would chose a more stable line myself to be honest. Thanks for getting back to us.

Al

Mr Cumulonimbus

After checking my online account and it's saying I now have a 30GB usage allowance. I thought there would be an unlimited allowance with this Up to 24MB package when its €50pm? I was paying €50pm for NGB Regular (unlimited allowance).

Also in the current products it doesn't show what package I'm currently on. Before it used to show 'Next Generation Regular'.

Can somebody check this? Thanks.

Mr Cumulonimbus

Rang Eircom about half an hour ago and the agent said I'm on the Up to 24MB unlimited allowance package. Strange though that my online account continues to show a 30GB usage cap, also the usage meter is indicating the same. Can someone confirm I am indeed on the unlimited allowance package? Thanks.

Also there's no indication of what package I'm on in the 'current products' section.

EDIT: just checked the online version of my bill (number 13, dated 15 July) and it says I'm on the Advanced Unlimited BB package, so I'm guessing the error is with the online account and usage meter not updating to the correct package details yet?

eircom: Mark

Mr Cumulonimbus wrote: »

Rang Eircom about half an hour ago and the agent said I'm on the Up to 24MB unlimited allowance package. Strange though that my online account continues to show a 30GB usage cap, also the usage meter is indicating the same. Can someone confirm I am indeed on the unlimited allowance package? Thanks.

Also there's no indication of what package I'm on in the 'current products' section.

EDIT: just checked the online version of my bill (number 13, dated 15 July) and it says I'm on the Advanced Unlimited BB package, so I'm guessing the error is with the online account and usage meter not updating to the correct package details yet?

Hi Mr Cumulonimbus


I can assure you after the package re-grade was issued you are on the Unlimited usage. It is an issue with the online ('my eircom') usage meter. We are working on it. The next bill will state unlimited usage.

Thanks, Mark

Mr Cumulonimbus

Just after checking my line stats, they are as follows:

DSL Mode: G.DMT
Speed: 8160 kbps/512 kbps
Line Attenuation (Down/Up): 44 dB/23 dB
DSL Noise Margin: 10.5 dB/21 dB

I notice the DSL mode is no longer ADSL2+, also the line appears to have been set to 8MB.

I thought the line was set to 10MB? (see post #37, 19 July).

Rang Technical Support just now and the person said I am on a package called "Advanced Low Unlimited" and the line is 8MB.
Never heard of this package before. It's not on the Eircom website anywhere.

You can leave the line at 8MB. Thanks.

EDIT 23 July: just to let you know I got a letter from Eircom (dated 16 July) this morning re order number 4866503CH. The order status is listed as completed (17 July) on my online account. The letter refers to a broadband product called 'Advanced High 30G.'

I'm guessing the '30G' is the reason why I am seeing the 30GB usage limit in my online account as well as the usage meter?

FURTHER EDIT: Rang Eircom just now. An order for a product called 'Advanced Unlimited' was placed (one of you guys?) on 22 July. Order number is 4905649CH. This was probably the product that the tech support person referred to yesterday evening. This order isn't visible in my online account yet though, just the old one (4866503CH) repeated twice.

domeld

I would not deal with Eircom as you are dealing with them.If You will send me a telephone number I will check what speed You can get.
PS. I'm nor working for Eircom.

Soarer

eircom: Alan wrote: »

Hi SoarerThere is an existing port issue at your exchange which technicians are to resolve. I will be in touch with you as soon as I have feedback from them and equally I shall touch base with you later when I have had contact on them to get an update of the progress made.Really sorry about this delay SoarerAl

 We still in the same boat Al?

eircom: Mark

Mr Cumulonimbus wrote: »

Just after checking my line stats, they are as follows:

DSL Mode: G.DMT
Speed: 8160 kbps/512 kbps
Line Attenuation (Down/Up): 44 dB/23 dB
DSL Noise Margin: 10.5 dB/21 dB

I notice the DSL mode is no longer ADSL2+, also the line appears to have been set to 8MB.

I thought the line was set to 10MB? (see post #37, 19 July).

Rang Technical Support just now and the person said I am on a package called "Advanced Low Unlimited" and the line is 8MB.
Never heard of this package before. It's not on the Eircom website anywhere.

You can leave the line at 8MB. Thanks.

EDIT 23 July: just to let you know I got a letter from Eircom (dated 16 July) this morning re order number 4866503CH. The order status is listed as completed (17 July) on my online account. The letter refers to a broadband product called 'Advanced High 30G.'

I'm guessing the '30G' is the reason why I am seeing the 30GB usage limit in my online account as well as the usage meter?

FURTHER EDIT: Rang Eircom just now. An order for a product called 'Advanced Unlimited' was placed (one of you guys?) on 22 July. Order number is 4905649CH. This was probably the product that the tech support person referred to yesterday evening. This order isn't visible in my online account yet though, just the old one (4866503CH) repeated twice.

Hi Mr Cumulonimbus



I can confirm that you are on the Unlimited usage package. There is an issue where in some cases the online usage 'my eircom'.

However I can guarantee you are on the unlimited usage.

Thanks, Mark

Mr Cumulonimbus

eircom: Mark wrote: »

Hi Mr CumulonimbusI can confirm that you are on the Unlimited usage package. There is an issue where in some cases the online usage 'my eircom'.However I can guarantee you are on the unlimited usage.Thanks, Mark

Thanks for that Mark.

However it seems the line speed was set downwards again to 8MB in the last couple of days. No problem with that. It's fine at that speed, no need to change it.

eircom: Mark

Mr Cumulonimbus wrote: »

Thanks for that Mark.

However it seems the line speed was set downwards again to 8MB in the last couple of days. No problem with that. It's fine at that speed, no need to change it.

No problem Mr Cumulonimbus


I will leave the download profile as is.

Mark

Soarer

Any luck on my side of things?

eircom: Mark

Soarer wrote: »

Any luck on my side of things?

Hi Soarer

If you want to send on a DM with your issue please. Sorry we are having some issues with our case management system at the moment.

Thanks, Mark

Mr Cumulonimbus

Hi guys, just wondering when are you going to fix the errors still showing in my online account?

Current products is still not showing what broadband package I am on.  The usage meter is still indicating I have a 30GB allowance.

Also the downloaded usage meter has not provided any data after 19 July and is also showing me on a 30GB allowance.

Also can you give me more info about order number 4905649CH completed on 22 July. Thanks.

eircom: Tracey

Mr Cumulonimbus wrote: »

Hi guys, just wondering when are you going to fix the errors still showing in my online account?Current products is still not showing what broadband package I am on. The usage meter is still indicating I have a 30GB allowance.Also the downloaded usage meter has not provided any data after 19 July and is also showing me on a 30GB allowance.Also can you give me more info about order number 4905649CH completed on 22 July. Thanks.

Hi Mr Cumulonimbus,

I'm afraid there is an error with this. We are aware of it and working on fixing it.

Your package has been changed to an unlimited package.

Thanks

Tracey