F1000 modem severe wifi issues and tech support

keno-daytrader

Hello, I have Efibre and I get 94mbps download on a wired connection with both my desktop and laptop.

However when I connect wirelessly with my laptop, tablet or phone I cant get anything over 5mbps, I am using speedtest.net and also http://broadbandsupport.eircom.net/speedtest/?id=1 to test speeds. I have tried disconnecting all devices except for the one Im testing wirelessly and changing to all channels and using auto channel, Im testing right next to the modem and getting excellent signal strength. My wireless devices are able to connect at well over 60mbps on my neighbor's connection, so I know the devices are able to connect at higher speeds.

I rang support this morning and was put thru to an Indian gentleman to assist me. Please keep in mind that the charge for ringing support is 34 cents per minute so the charges add up fairly quickly so one would expect to speak with someone competent.

I told him of my problems and he seemed totally unable to help me, he asked me for my neighbor's phone number to see what speeds my neighbor was getting when I tested my devices there. We also went into my modems access page at  http://192.168.1.254/ then he asked me to discconect my computer from the modem and coulnt understand why now I couldnt tell him what devices were connected to the modem, he couldnt grasp the fact that once I discconected the computer from the modem why I couldnt access the page at http://192.168.1.254/. This nonsense went on for some time and we were disconnected, I dont know if he hung up or what, but I would expect a call back when this happened, but of course no call back came.

I must say Im very happy with Efibre so far, just that the modem and support have been poor.

How do I request a new modem, without having to go thru this process again as its very frustrating having to actually pay phone charges to get this sort of support. 

eircom: Alan

keno-daytrader wrote: »

Hello, I have Efibre and I get 94mbps download on a wired connection with both my desktop and laptop.

However when I connect wirelessly with my laptop, tablet or phone I cant get anything over 5mbps, I am using speedtest.net and also http://broadbandsupport.eircom.net/speedtest/?id=1 to test speeds. I have tried disconnecting all devices except for the one Im testing wirelessly and changing to all channels and using auto channel, Im testing right next to the modem and getting excellent signal strength. My wireless devices are able to connect at well over 60mbps on my neighbor's connection, so I know the devices are able to connect at higher speeds.

I rang support this morning and was put thru to an Indian gentleman to assist me. Please keep in mind that the charge for ringing support is 34 cents per minute so the charges add up fairly quickly so one would expect to speak with someone competent.

I told him of my problems and he seemed totally unable to help me, he asked me for my neighbor's phone number to see what speeds my neighbor was getting when I tested my devices there. We also went into my modems access page at  http://192.168.1.254/ then he asked me to discconect my computer from the modem and coulnt understand why now I couldnt tell him what devices were connected to the modem, he couldnt grasp the fact that once I discconected the computer from the modem why I couldnt access the page at http://192.168.1.254/. This nonsense went on for some time and we were disconnected, I dont know if he hung up or what, but I would expect a call back when this happened, but of course no call back came.

I must say Im very happy with Efibre so far, just that the modem and support have been poor.

How do I request a new modem, without having to go thru this process again as its very frustrating having to actually pay phone charges to get this sort of support. 

Hi keno-daytrader, 

I'm sorry to hear of the issues you are having. 

Would you like to DM me your details and I'll look into this for you.

Al 

keno-daytrader

eircom: Alan wrote: »

keno-daytrader wrote: »

Hello, I have Efibre and I get 94mbps download on a wired connection with both my desktop and laptop.

However when I connect wirelessly with my laptop, tablet or phone I cant get anything over 5mbps, I am using speedtest.net and also http://broadbandsupport.eircom.net/speedtest/?id=1 to test speeds. I have tried disconnecting all devices except for the one Im testing wirelessly and changing to all channels and using auto channel, Im testing right next to the modem and getting excellent signal strength. My wireless devices are able to connect at well over 60mbps on my neighbor's connection, so I know the devices are able to connect at higher speeds.

I rang support this morning and was put thru to an Indian gentleman to assist me. Please keep in mind that the charge for ringing support is 34 cents per minute so the charges add up fairly quickly so one would expect to speak with someone competent.

I told him of my problems and he seemed totally unable to help me, he asked me for my neighbor's phone number to see what speeds my neighbor was getting when I tested my devices there. We also went into my modems access page at  http://192.168.1.254/ then he asked me to discconect my computer from the modem and coulnt understand why now I couldnt tell him what devices were connected to the modem, he couldnt grasp the fact that once I discconected the computer from the modem why I couldnt access the page at http://192.168.1.254/. This nonsense went on for some time and we were disconnected, I dont know if he hung up or what, but I would expect a call back when this happened, but of course no call back came.

I must say Im very happy with Efibre so far, just that the modem and support have been poor.

How do I request a new modem, without having to go thru this process again as its very frustrating having to actually pay phone charges to get this sort of support. 

Hi keno-daytrader, 

I'm sorry to hear of the issues you are having. 

Would you like to DM me your details and I'll look into this for you.

Al 

Thx a mill, pm sent

eircom: Alan

keno-daytrader wrote: »

eircom: Alan wrote: »

keno-daytrader wrote: »

Hello, I have Efibre and I get 94mbps download on a wired connection with both my desktop and laptop.

However when I connect wirelessly with my laptop, tablet or phone I cant get anything over 5mbps, I am using speedtest.net and also http://broadbandsupport.eircom.net/speedtest/?id=1 to test speeds. I have tried disconnecting all devices except for the one Im testing wirelessly and changing to all channels and using auto channel, Im testing right next to the modem and getting excellent signal strength. My wireless devices are able to connect at well over 60mbps on my neighbor's connection, so I know the devices are able to connect at higher speeds.

I rang support this morning and was put thru to an Indian gentleman to assist me. Please keep in mind that the charge for ringing support is 34 cents per minute so the charges add up fairly quickly so one would expect to speak with someone competent.

I told him of my problems and he seemed totally unable to help me, he asked me for my neighbor's phone number to see what speeds my neighbor was getting when I tested my devices there. We also went into my modems access page at  http://192.168.1.254/ then he asked me to discconect my computer from the modem and coulnt understand why now I couldnt tell him what devices were connected to the modem, he couldnt grasp the fact that once I discconected the computer from the modem why I couldnt access the page at http://192.168.1.254/. This nonsense went on for some time and we were disconnected, I dont know if he hung up or what, but I would expect a call back when this happened, but of course no call back came.

I must say Im very happy with Efibre so far, just that the modem and support have been poor.

How do I request a new modem, without having to go thru this process again as its very frustrating having to actually pay phone charges to get this sort of support. 

Hi keno-daytrader, 

I'm sorry to hear of the issues you are having. 

Would you like to DM me your details and I'll look into this for you.

Al 

Thx a mill, pm sent

Hi keno-daytrader

I have not yet received your PM yet

Al

keno-daytrader

eircom: Alan wrote: »

keno-daytrader wrote: »

eircom: Alan wrote: »

keno-daytrader wrote: »

Hello, I have Efibre and I get 94mbps download on a wired connection with both my desktop and laptop.

However when I connect wirelessly with my laptop, tablet or phone I cant get anything over 5mbps, I am using speedtest.net and also http://broadbandsupport.eircom.net/speedtest/?id=1 to test speeds. I have tried disconnecting all devices except for the one Im testing wirelessly and changing to all channels and using auto channel, Im testing right next to the modem and getting excellent signal strength. My wireless devices are able to connect at well over 60mbps on my neighbor's connection, so I know the devices are able to connect at higher speeds.

I rang support this morning and was put thru to an Indian gentleman to assist me. Please keep in mind that the charge for ringing support is 34 cents per minute so the charges add up fairly quickly so one would expect to speak with someone competent.

I told him of my problems and he seemed totally unable to help me, he asked me for my neighbor's phone number to see what speeds my neighbor was getting when I tested my devices there. We also went into my modems access page at  http://192.168.1.254/ then he asked me to discconect my computer from the modem and coulnt understand why now I couldnt tell him what devices were connected to the modem, he couldnt grasp the fact that once I discconected the computer from the modem why I couldnt access the page at http://192.168.1.254/. This nonsense went on for some time and we were disconnected, I dont know if he hung up or what, but I would expect a call back when this happened, but of course no call back came.

I must say Im very happy with Efibre so far, just that the modem and support have been poor.

How do I request a new modem, without having to go thru this process again as its very frustrating having to actually pay phone charges to get this sort of support. 

Hi keno-daytrader, 

I'm sorry to hear of the issues you are having. 

Would you like to DM me your details and I'll look into this for you.

Al 

Thx a mill, pm sent

Hi keno-daytrader

I have not yet received your PM yet

Al

Disappeared into cyber space somewhere  resent.

eircom: Alan

keno-daytrader wrote: »

eircom: Alan wrote: »

keno-daytrader wrote: »

eircom: Alan wrote: »

keno-daytrader wrote: »

Hello, I have Efibre and I get 94mbps download on a wired connection with both my desktop and laptop.

However when I connect wirelessly with my laptop, tablet or phone I cant get anything over 5mbps, I am using speedtest.net and also http://broadbandsupport.eircom.net/speedtest/?id=1 to test speeds. I have tried disconnecting all devices except for the one Im testing wirelessly and changing to all channels and using auto channel, Im testing right next to the modem and getting excellent signal strength. My wireless devices are able to connect at well over 60mbps on my neighbor's connection, so I know the devices are able to connect at higher speeds.

I rang support this morning and was put thru to an Indian gentleman to assist me. Please keep in mind that the charge for ringing support is 34 cents per minute so the charges add up fairly quickly so one would expect to speak with someone competent.

I told him of my problems and he seemed totally unable to help me, he asked me for my neighbor's phone number to see what speeds my neighbor was getting when I tested my devices there. We also went into my modems access page at  http://192.168.1.254/ then he asked me to discconect my computer from the modem and coulnt understand why now I couldnt tell him what devices were connected to the modem, he couldnt grasp the fact that once I discconected the computer from the modem why I couldnt access the page at http://192.168.1.254/. This nonsense went on for some time and we were disconnected, I dont know if he hung up or what, but I would expect a call back when this happened, but of course no call back came.

I must say Im very happy with Efibre so far, just that the modem and support have been poor.

How do I request a new modem, without having to go thru this process again as its very frustrating having to actually pay phone charges to get this sort of support. 

Hi keno-daytrader, 

I'm sorry to hear of the issues you are having. 

Would you like to DM me your details and I'll look into this for you.

Al 

Thx a mill, pm sent

Hi keno-daytrader

I have not yet received your PM yet

Al

Disappeared into cyber space somewhere  resent.

Thanks keno-daytrader

I am awaiting clarification from managers in technical support and as soon as I have anything I'll be right back to you.

Thanks
Al

keno-daytrader

Hi Al, I had a call back on this issue a few weeks ago, The agent said he would send me out home plugs and that this may solve my problem, I accepted the offer as he said on the call there would be no charge for the item, even though I still think there is something wrong with the modem. I assume this call is recorded so you can listen back to it if you like.

However, Ive just received my bill and was charged 23.58 for "equipment charges" and an identical charge of 23.58 for other charges "equipment" for a total of 47.16 plus vat, total charge 58.01.

Can you assist me here please?

Thanks

keno-daytrader

If Al isnt around , can someone help me?

eircom: Alan

keno-daytrader wrote: »

If Al isnt around , can someone help me?

Hi keno-daytrader

I'm back today - Please PM me your eircom account number & a good contact number for you -  I'll look in to this for you and get back as soon as I can

Thanks

Al