Terrible DSL Speeds

TechnoFreek

Hi,

Can you please look into my dsl speeds. My line is capable of 3mb but has only ever received 2mb for supposed stability reasons. Now for the last number of weeks I've only been greeting 1mb.

There has been no change to my setup over the years and connecting to the master socket makes no difference. Any fluctuations are due to the the supplied signal and not any internal configuration as in the past the speed has dropped but reverted to 2mb, again without Amy change to my internal setup.

This coupled with the fact that my estate is fibre enabled but my house can't get fibre, is making me a very dissatisfied customer.

Please advise.

eircom: Alan

TechnoFreek wrote: »

Hi,

Can you please look into my dsl speeds. My line is capable of 3mb but has only ever received 2mb for supposed stability reasons. Now for the last number of weeks I've only been greeting 1mb.

There has been no change to my setup over the years and connecting to the master socket makes no difference. Any fluctuations are due to the the supplied signal and not any internal configuration as in the past the speed has dropped but reverted to 2mb, again without Amy change to my internal setup.

This coupled with the fact that my estate is fibre enabled but my house can't get fibre, is making me a very dissatisfied customer.

Please advise.

Hi TechnoFreek

Please PM me your eircom account number and I'll look in to this further for you

Thanks
Al

TechnoFreek

Pm sent

eircom: Alan

TechnoFreek wrote: »

Pm sent

Hi TechnoFreek


I've run a number of tests & my results indicate that there is interference at your premises. This basically means an issue with the connection of the socket in your house which could be created by the way the modem and phone are connected - or indeed even possible faulty equipment like a fault splitter/filter or faulty modem.
 
My advice would be to  run a speed test to establish what speed you’re running at and then plug the modem directly to your socket (eliminating any phone connection or splitter) and run the same test. If the speed improves whilst the modem is plugged directly to the socket then that shows the issues are a result of the current set up you have.
 
To ensure accurate set up with no interference please try this link for help: http://bit.ly/PIBDSK

Thanks
Al

TechnoFreek

Ok Al. I will try this over the weekend and revert.

eircom: Alan

TechnoFreek wrote: »

Ok Al. I will try this over the weekend and revert.

Thanks TechnoFreek

Al

TechnoFreek

Al, I have the modem connected directly to the master socket in the house with all other phone connections and splitters removed. For reference the sky box was the only other device connected to a phone socket.

I'm still only getting 1mb.

The modem is still connected to the master socket. Can you retest from your end and advise.

Thanks

eircom: Alan

TechnoFreek wrote: »

Al, I have the modem connected directly to the master socket in the house with all other phone connections and splitters removed. For reference the sky box was the only other device connected to a phone socket.

I'm still only getting 1mb.

The modem is still connected to the master socket. Can you retest from your end and advise.

Thanks

Hi TechnoFreek

There interference is still showing in my tests - I'm sorry about this, the best advice I can further offer is to contact our technical support team directly on free phone 1901 or via WebChat here www.eircom.ie - technical support will be able to run further tests and arrange an engineer if required.

I'll make sure to note our correspondence on your account

Cheers
Al

TechnoFreek

eircom: Alan wrote: »

Hi TechnoFreek

There interference is still showing in my tests - I'm sorry about this, the best advice I can further offer is to contact our technical support team directly on free phone 1901 or via WebChat here www.eircom.ie - technical support will be able to run further tests and arrange an engineer if required.

I'll make sure to note our correspondence on your account

Cheers
Al

Thanks Al. Am I required to be at home for these further tests or could I operate the call/webchat from work?

eircom: Alan

TechnoFreek wrote: »

eircom: Alan wrote: »

Hi TechnoFreek

There interference is still showing in my tests - I'm sorry about this, the best advice I can further offer is to contact our technical support team directly on free phone 1901 or via WebChat here www.eircom.ie - technical support will be able to run further tests and arrange an engineer if required.

I'll make sure to note our correspondence on your account

Cheers
Al

Thanks Al. Am I required to be at home for these further tests or could I operate the call/webchat from work?

No worries TechnoFreek

It's best to be at home to be honest - I would recommend being at home but you could check with them first if you prefer?

Cheers
Al

TechnoFreek

Hey Al, spoke to tech guys over the weekend. They're saying the line is fine and think my modem is at fault.

Granted my modem is a generic, old model.

I want to order a replacement dsl modem. I tried ringing 1901 but couldn't find a way through the options to do this.

Is this something you could arrange for me please? I want to buy it outright and not get tied into another year contract.

Hopefully this works as tech support said I should be able to get 4mb plus on my line. I'm currently set up to get 2.2 but only getting just over 1 as things stand.

eircom: Alan

TechnoFreek wrote: »

Hey Al, spoke to tech guys over the weekend. They're saying the line is fine and think my modem is at fault.

Granted my modem is a generic, old model.

I want to order a replacement dsl modem. I tried ringing 1901 but couldn't find a way through the options to do this.

Is this something you could arrange for me please? I want to buy it outright and not get tied into another year contract.

Hopefully this works as tech support said I should be able to get 4mb plus on my line. I'm currently set up to get 2.2 but only getting just over 1 as things stand.

[font=Times New Roman","serif]Hi technoFreak

I have discussed this with a manager in our technical support centre who thinks that this needs to be escalated to have the main socket checked due low attainable. He can't see any faults on the modem so he would rather have it escalated, we can arrange an appointment for Wednesday morning or afternoon or any after - is this ok with you?[/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif]Thanks[/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif]Al[/font]

TechnoFreek

Oh right. Thanks for progressing this for me Al.

Friday morning would work well for me I think. Would there be a cost for this engineer visit?

eircom: Alan

TechnoFreek wrote: »

Oh right. Thanks for progressing this for me Al.

Friday morning would work well for me I think. Would there be a cost for this engineer visit?

No worries TechnoFreek

I'll arrange Friday morning for you now - no there will be no cost

Thanks
Al

TechnoFreek

Perfect. I presume the engineer just needs access to the master socket in my hallway, have the modem setup there etc.

eircom: Alan

TechnoFreek wrote: »

Perfect. I presume the engineer just needs access to the master socket in my hallway, have the modem setup there etc.

Yes that's all Technofreak - the appointment is booked now

Al

TechnoFreek

Thanks Al. Do I get a call in advance? Is there any particular time or is it just morning?

eircom: Alan

TechnoFreek wrote: »

Thanks Al. Do I get a call in advance? Is there any particular time or is it just morning?

No worries at all - the best indication we can offer is between 8.30 and 12.30 although the engineer will call you that morning to arrange a more specific time frame

Al

TechnoFreek

Great. You have my mobile contact as I dont use the land line number?

Sorry for all the questions!

eircom: Alan

TechnoFreek wrote: »

Great. You have my mobile contact as I dont use the land line number?

Sorry for all the questions!

Please PM me your mobile number and I'll add it to the notes

Al

TechnoFreek

Thanks Al. Pm sent.

eircom: Alan

TechnoFreek wrote: »

Thanks Al. Pm sent.

Perfect, That's added to notes now.

Cheers
Al

TechnoFreek

Hey Al. I've been getting a number of texts from eircom the past few days regarding an unresolved open issue and that I would be contacted etc. I presume this is just due to the engineer visit scheduled for tomorrow?

Can you confirm that I am still booked in for a morning appointment tomorrow with contact via my mobile number?

Thanks

eircom: Alan

TechnoFreek wrote: »

Hey Al. I've been getting a number of texts from eircom the past few days regarding an unresolved open issue and that I would be contacted etc. I presume this is just due to the engineer visit scheduled for tomorrow?

Can you confirm that I am still booked in for a morning appointment tomorrow with contact via my mobile number?

Thanks

Hi TechnoFreek



Yes I can certainly confirm the appointment is still scheduled for tomorrow morning - between 8.30 & 12.30


Sorry for any confusion caused by the texts


Al

TechnoFreek

Hey Al. No call from or any sign of an engineer yet.

Can you please advise. I've had to take time off work to be at home.

Thanks.

eircom: Alan

TechnoFreek wrote: »

Hey Al. No call from or any sign of an engineer yet.

Can you please advise. I've had to take time off work to be at home.

Thanks.

Hi TechnoFreek

Yes, the engineer is on route - should be with you in within the next hour

Al

TechnoFreek

Hey Al. Engineer got the issue sorted. Gone from 1mb to 4!

He said my profile could handle 6mb though. Could you arrange this change for me please?

Thanks.

eircom: Alan

TechnoFreek wrote: »

Hey Al. Engineer got the issue sorted. Gone from 1mb to 4!

He said my profile could handle 6mb though. Could you arrange this change for me please?

Thanks.

Delighted to hear this TechnoFreek

Thanks for updating the thread - I'll send a request for this now

Cheers

Al

TechnoFreek

Hi Al, just wondering do you have any update on that request.

Thanks

eircom: Alan

TechnoFreek wrote: »

Hi Al, just wondering do you have any update on that request.

Thanks

Hi TechnoFreek

The download speed is set at up to 7Mb now, I've double checked with technical support and they have also confirmed this

Cheers
Al

TechnoFreek

Thanks Al. So whatever speeed I get now is going to be the max?

eircom: Alan

TechnoFreek wrote: »

Thanks Al. So whatever speeed I get now is going to be the max?

I've just discovered something interesting technofreek....

I requested for your line to be retested at the exchange - it now seems that if your broadband was upgraded to ADSL2 you will be able to avail of approx 12 to 15Mb (possibly even 17Mb but that's a little too ambitious)

Basically what needs to happen is to change you from your current broadband subscription (Broadband advanced LOW unlimited) to the next level which is called (broadband advanced HIGH unlimited) - there is no extra price for this.

If this interests you please get on to the guys is sales WebChat at www.eircom.ie/chatnow or on free phone 1800503303. I'm not sure how long this takes but in some cases it can take up to 10 days to upgrade as (in some cases) an engineer needs to change your line to an ADSL2 port.

Hope this helps technoFreek

Al

TechnoFreek

Hey Al. Thats interesting.

When the engineer called out he did say that he had connected me to a mini exchange at the top of my estate instead of directly to the main exchange much further away. So that probably explains the speed increase.

However he also said he made changes which would allow me to get fibre which was previously unavailable to my house specifically. Granted when I put my phone number in to the line checker it says fibre unavailable however the engineer supplied me with specific cabinet and cable reference numbers.

Fibre would probably be my first choice if I had to get an engineer out.

Please advise.

eircom: Alan

TechnoFreek wrote: »

Hey Al. Thats interesting.

When the engineer called out he did say that he had connected me to a mini exchange at the top of my estate instead of directly to the main exchange much further away. So that probably explains the speed increase.

However he also said he made changes which would allow me to get fibre which was previously unavailable to my house specifically. Granted when I put my phone number in to the line checker it says fibre unavailable however the engineer supplied me with specific cabinet and cable reference numbers.

Fibre would probably be my first choice if I had to get an engineer out.

Please advise.

That's very interesting TechnoFreek - leave it with me and I'll explore the possibility of eFibre further...

Cheers
Al

TechnoFreek

Great. I'll pass on the cabinet and cable reference numbers if and when you need them.
Hopefully you will need them!

The engineer politely described my estate as being wired up arseways!

eircom: Alan

TechnoFreek wrote: »

Great. I'll pass on the cabinet and cable reference numbers if and when you need them.
Hopefully you will need them!

The engineer politely described my estate as being wired up arseways!

No worries, please feel free to PM me this information so I have it to hand

Cheers
Al

TechnoFreek

PM sent Al.

For reference I was was still getting between 4 and 5mb download last night. I didn't see any change after my profile was set to 7mb.

Anyway not too worried about this for now if I can get Adsl2 or better yet, fibre.

eircom: Tony

TechnoFreek wrote: »

PM sent Al.

For reference I was was still getting between 4 and 5mb download last night. I didn't see any change after my profile was set to 7mb.

Anyway not too worried about this for now if I can get Adsl2 or better yet, fibre.

Hi TechnoFreek
Al is off today but I will get details on this and send on for further update.
Tony

TechnoFreek

No worries Tony. Thanks for the update.

eircom: Alan

TechnoFreek wrote: »

No worries Tony. Thanks for the update.

Hi TechnoFreek

I'm back today, I still don't have more information on the situation surrounding efibre but leave it with me and I'll keep chasing this up.

Cheers
Al

TechnoFreek

Thanks Al. The engineer had no doubts that this Will work as he specifically did some work to enable me for fibre.

So it's just a case of the ordering process accepting the cable reference information provided by the engineer.

eircom: Alan

TechnoFreek wrote: »

Thanks Al. The engineer had no doubts that this Will work as he specifically did some work to enable me for fibre.

So it's just a case of the ordering process accepting the cable reference information provided by the engineer.

I've no further update TechnoFreek - although I can assure you I will continue to chase this up until I have...

Cheers
Al

TechnoFreek

Hey Al. Just a gentle bump for an update. Thanks

eircom: Alan

TechnoFreek wrote: »

Hey Al. Just a gentle bump for an update. Thanks

Cheers TechnoFreek

I have had more information on this. At present the line is not qualifying for eFibre and eircom can't give you the service - however upon escalating the content of the PM your sent me (regarding the cabinet) to the planning department they have advised that your line (including others in your area) will be re-tested for eFibre service between the 8th & 12th of August. Only after this date will we be able to offer you a definitive answer on this. Sorry I don't have anything better right now technofreek - the option to upgrade to ADSL2 is available right now though.

Thanks
Al

TechnoFreek

Thanks Al. Remind me what I need to do to order this?

Also is there any physical works required at my property to perform this upgrade e.g. replacing master socket etc

eircom: Alan

TechnoFreek wrote: »

Thanks Al. Remind me what I need to do to order this?

Also is there any physical works required at my property to perform this upgrade e.g. replacing master socket etc

Hi TechnoFreek

There's no physical works required for the ADSL2 upgrade - there is works required for efibre install, for example the installation technician installs a new updated faceplate.

To Upgrade to ADSL2 please contact the sales team on free phone 1800503303 (better doing it on WebChat www.eircom.ie/chatnow) and requesting an upgrade to the "high" version of your broadband package. It's called broadband advance HIGH unlimited. There's no extra charge for it.

Cheers
Al

TechnoFreek

Thanks Al. Never seems to be an agent available on that chat now.

eircom: Alan

TechnoFreek wrote: »

Thanks Al. Never seems to be an agent available on that chat now.

No worries TechnoFreek

Did you get your order in yet?

Cheers
Al

TechnoFreek

Hey Al. Couldn't get an agent on chat now yesterday evening so rang sales on the number you provided. They hadn't a clue as to what I was talking about so they put me through tto technical support.

Tech support knew what I was talking about but said I needed to talk to sales. to be fair, the tech agent said he'd talk to sales first on my behalf to explain what I needed before transferring me.

I was on hold for ages then the tech guy came back and said sales were having issues with their systems and they would ring me back later.

I don't have a land line connected so if they were ringing that number I was uncontactable.

Al, is there anything you can do for me? Thanks!

eircom: Alan

TechnoFreek wrote: »

Hey Al. Couldn't get an agent on chat now yesterday evening so rang sales on the number you provided. They hadn't a clue as to what I was talking about so they put me through tto technical support.

Tech support knew what I was talking about but said I needed to talk to sales. to be fair, the tech agent said he'd talk to sales first on my behalf to explain what I needed before transferring me.

I was on hold for ages then the tech guy came back and said sales were having issues with their systems and they would ring me back later.

I don't have a land line connected so if they were ringing that number I was uncontactable.

Al, is there anything you can do for me? Thanks!

Hi TechnoFreek

I have arranged the order to be placed this morning. One thing I would like to mention is that the agent who placed the order for me advised that your line needs to be upgraded physically at the exchange (basically enabling ADSL2+) by an engineer and the expected completion timeframe can take up to 10 days. I requested that this be sped up but I can't guarantee an earlier time frame at the moment. Also, Just to note the upgrade does not effect the price or contract duration

Cheers
Al

TechnoFreek

That's great Al. Much appreciated.

No worries about the timeframe and physical works.

So what happens next?