Pure Telecom - Feedback ?

Conn2012

Hi,

Has anyone been with and can share whetter good or bad feedback pls ?

kaizersoze

Conn2012 wrote: »

Hi,

Has anyone been with and can share whetter good or bad feedback pls ?

If you value your internet connection and your sanity...stay well away.

Conn2012

kaizersoze wrote: »

If you value your internet connection and your sanity...stay well away.

I've seen some mixed reviews here, but they are old.. newest I seen was like 2015.. I'll put u in the no camp then.. 😂

Kristopherus

kaizersoze wrote: »

If you value your internet connection and your sanity...stay well away.

Why????? I have it for the past 18 months and it works perfectly. Had Eir before that and they set my profile at 50/20 and would'nt budge. Pure gave me a 90/20 profile and I'm actually getting 80-85mbps download 99.9% of the time. Not bad at all for FTTC.

Conn2012

Kristopherus wrote: »

Why????? I have it for the past 18 months and it works perfectly. Had Eir before that and they set my profile at 50/20 and would'nt budge. Pure gave me a 90/20 profile and I'm actually getting 80-85mbps download 99.9% of the time. Not bad at all for FTTC.

What part of the country are you in ?

Conn2012

kaizersoze wrote: »

If you value your internet connection and your sanity...stay well away.

Have you used them yourself recently ?

Kristopherus

Conn2012 wrote: »

What part of the country are you in ?

The West, specifically Mayo.

trompele

They are whitelabeling eir products. Support from my experience was always exceptionally good.

trompele

trompele wrote: »

They are whitelabeling eir products. Support from my experience was always exceptionally good.

They even seem to be issuing Eir IPs. I've seen two Pure connections with 159.134.x.x IPs.

Conn2012

They have an offer right now beating other main competitors by 200eur+ annually.. Unlimited BB and calls anytime.. First time buyer, so any savings is much appreciated.. Was just worried about their CS.. They have on website they are Irelands No. 01 ISP.. Not sure how true that is.. But will give them a go..

TomOnBoard

Helpful lads on the support desk. But if you have a real problem, they're unable to bottom it out as they rely totally on BT and Eir at the back end.

I have also found they regularly put spurious charges on your bill, while they will subsequently credit of you fight them. However, if you're the type of person who doesn't regularly check their invoice, you'll be direct debited and that's that!

And yes, I am a current customer, suffering through an ongoing fault that was reported in March and still not resolved as I write. In fact, they washed their hands of the problem in June and said that they would do no more, despite the fact that Eir has found no issues from the FTTC cabinet through to and in my house.

They don't follow their own published complaints procedure- I'm still awaiting an acknowledgement of my official complaint letter, together with a reference number (which their website states will be provided within 24 hours) and its now two weeks since I sent in that letter. I have reams of e-mails with the support desk that laid out the whole sorry saga, and it now looking like I'm going to have to go to Comreg to get this resolved.

The bottom line is that Pure offer a good deal in terms of price, but as they're re-selling the service provided by other companies, they are not able to ensure an end to end quality service, being reliant on those companies for cooperation. As an end user/consumer, you will be placed as meat in a sandwich between Pure and these providers who don't appear to have a good working relationship, particularly so in respect of the 'last mile' landline provider in my experience.

Conn2012

TomOnBoard wrote: »

Helpful lads on the support desk. But if you have a real problem, they're unable to bottom it out as they rely totally on BT and Eir at the back en

And yes, I am a current customer, suffering through an ongoing fault that was reported in March and still not resolved as I write. In fact, they washed their hands of the problem in June and said that they would do no more, despite the fact that Eir has found no issues from the FTTC cabinet through to and in my house.
.

Who did you have before? And would you go with if you had your choice tomor? Where ru based?

TomOnBoard

Conn2012 wrote: »

Who did you have before? And would you go with if you had your choice tomor? Where ru based?

Moved from Vodafone ADSL to Pure VDSL+. Both were basically re-sold Eir services from the local cabinet. Therefore Download/Upload of 7/.360 went up to 92/20. Huge improvement for file download. However, constant problems with packet loss require PPP restarts mostly every day and sometimes 4-5 times before get back to a usable service. If Pure had the power to resolve the issue, I'd stick with them as the folks on the help desk do seem to try. However, they appear powerless when/if the issue needs engineers back in the BT Wholesale or Eir domains to become involved. I'm loath to move back to Eir as I feel that they could have done a lot more to sort this out, but I believe they've just gone through the motions when they come to the house. I mean, who uses a megger and then just checks 3 things on it (attainable speed (112k) as well as the two lines on the megger display- FEC and CRC, both of which showed 0.) before pronouncing everything is OK.

I'm 250-350 metres from the cabinet.

Gonzo

I'd love to see a Pure Telecom FTTH set of speedtests. So far the majority of FTTH speedtests on boards has been either Eir or Vodafone. I think we may have seen 1 or 2 Digiweb speedtests.

TomOnBoard

Gonzo wrote: »

I'd love to see a Pure Telecom FTTH set of speedtests. So far the majority of FTTH speedtests on boards has been either Eir or Vodafone. I think we may have seen 1 or 2 Digiweb speedtests.

My Pure connection is FTTC rather than FTTH. Do Pure offer any FTTH services?

Gonzo

TomOnBoard wrote: »

My Pure connection is FTTC rather than FTTH. Do Pure offer any FTTH services?

yep they resell OpenEir's rural FTTH.

allrightya

If i am having a back experience with pure telecom which i am now having, can we get out of the deal? Just signed up in jan and now continually having intermittmet problems, can i change back to Eir or vodafone?

Atom Ant

I seem to have a problem with their modem (2nd replacement thus far). It is something that you would find in a lucky bag and only runs on the 2.4GHZ network. Without the additional 5G network everything seems so much slower. If you factor in that you then have to go out and pay 120 for a semi decent router...they are not really that cheap. Internet speeds vary from 12 to 40 mps on downloads. The service is FTTC (cabinet) but that does not explain why Virgin can run fibre into the home(FTTH) at the same property. I regret going with Pure because their hardware is so Mickey Mouse and you are constantly reminded of it with varying download speeds. False economy really!!!

PsychoPete

Been with them a few years now, have never had a problem. Customer service seems very good anytime I've rang them

Atom Ant

PsychoPete wrote: »

Been with them a few years now, have never had a problem. Customer service seems very good anytime I've rang them

The customer service is fine but that does not mean the service is any good with outdated archaic equipment. Driving analogy....like giving you one lane (2.4GHZ) instead of two (overtaking 5GHZ) then giving you a morris minor to try and get to 100 mph. Add in a second car (laptop) and depending on speed protocols everything then crawls to the speed of the slowest vehicle. Pure telecom know it is crap bare essential equipment but my point being that it is not suitable for the modern household no matter how nice their customer service is!!

Miceal 26

Like some people before i have switched from Eir to Pure Telecom in April 2019. I can say in the last 4 months it has been horrendous. I am still having a random loss of internet despite having a new router and and engineer come to the house. If you call the support either the line test system is down or the Broadband support is busy. Looking at this stage to end contract as the service is just not good enough. FTTC btw.

Summary - avoid Pure Telecom at all costs!

keano25

I've had pure telecom fibre for 2 years.. never been happy with the speed always stuck at 13-14..

Anyway was in the neighbours house today and he's raving about his eir fibre, so I do a speedtest on it... 130mb download!

How the ..... is there such a difference between the houses?

MorganIRL

With pure about 8 months, service hasn't being too bad. I'm on my 3rd router however, service is good for a while then it drops to dial up levels, they do something on their side (supposedly) doesn't work then I get a new router and it works fine for a while. Think I'll change back to one of the bigger suppliers once contract is up. Customer service is good and seem willing to help.

tsue921i8wljb3

keano25 wrote: »

I've had pure telecom fibre for 2 years.. never been happy with the speed always stuck at 13-14..

Anyway was in the neighbours house today and he's raving about his eir fibre, so I do a speedtest on it... 130mb download!

How the ..... is there such a difference between the houses?

He has FTTH. You have FTTC (VDSL) or ADSL. They are completely different technologies.

Enter your Eircode here to see if you can get FTTH:

http://www.airwire.ie/avail

roosh

Anyone had any more recent experiences with Pure? I'm based in Kerry and we have FTTH. Would I be safe enough with that?

TheDriver

I have siro with them. No issues. Billing as it should be, connection is through BT ireland

roosh

TheDriver wrote: »

I have siro with them. No issues. Billing as it should be, connection is through BT ireland

Thanks Driver

keano25

****e

roosh

keano25 wrote: »

****e

cheers for that

ACitizenErased

Are they really that bad? Their fibre + phone price is tempting, its cheaper than anywhere else I've found.

MarkR

I'm thinking of changing to them, from Vodafone siro.

ACitizenErased

MarkR wrote: »

I'm thinking of changing to them, from Vodafone siro.

I'm struggling to find any genuine review on them tbh

History Queen

ACitizenErased wrote: »

Are they really that bad? Their fibre + phone price is tempting, its cheaper than anywhere else I've found.

I'm with them for fibre and phone for the last 6 months. No issues whatsoever.

ACitizenErased

History Queen wrote: »

I'm with them for fibre and phone for the last 6 months. No issues whatsoever.

Whereabouts?

History Queen

ACitizenErased wrote: »

Whereabouts?

Tipperary

TheDriver

I'm a genuine review, Cork, SIRO. No issues. And they use BT backhaul which never seems to get clogged. Could be because all the neighbours have it through sky or VF.
I could hit 2-3Tb a month and no issues. Bill is on time and its correct.

ACitizenErased

TheDriver wrote: »

I'm a genuine review, Cork, SIRO. No issues. And they use BT backhaul which never seems to get clogged. Could be because all the neighbours have it through sky or VF.
I could hit 2-3Tb a month and no issues. Bill is on time and its correct.

I'm in Cork aswell so thats good to hear

TheDriver

ACitizenErased wrote: »

I'm in Cork aswell so thats good to hear

Anytime I test my pc which is wired to router, it's hitting the +900 speeds.you could try Nova too, think they also sell the BT backhaul siro product.

vicwatson

Are pure using fritzbox routers only now or are they still sending out f2000 ones?

Waesfjord

vicwatson wrote: »

Are pure using fritzbox routers only now or are they still sending out f2000 ones?

fritzbox for me on SIRO with Pure

Belfunk

Waesfjord wrote: »

fritzbox for me on SIRO with Pure

Same for me.

Don Imac2

vicwatson wrote: »

Are pure using fritzbox routers only now or are they still sending out f2000 ones?

I have just received a Fritz!box for tomorrows installation (not for SIRO).

raymikemc

I've been with Pure Telecom now for about 8 months. To start with the positives, they're very customer focussed and go out of their way to fix problems, you will always get through to their technical support within 5/10 minutes. They are cheapest with the minimum contract duration in the market at 40 euro a month currently, maybe with one or two others. This is much better than Eir who I spent 3 days with on the phone to cancel my contract before the 14 days cooling off period finished once the fibre landed to the house. Also, the Fritzbox has a very handy user interface with my mesh system in the house to check connections and Pure Telecom can do remote system reboots to ensure the problem is a network problem.

Saying that I've had two problems. Initially, I had to replace all my hardware to prove that Pure's Network (Old BT Network) was the issue or risk paying the call out charge for Open Eir staff. Open Eir staff replaced the ONT box, Pure provided replacement Fritzbox and then checking all the cables/equipment myself that they are all Gigabit enabled. Finally, once Pure Telecom knew it was a network issue, my speed suddenly jumped from ~100 Mbps to ~700/800 Mbps. After another month of endless speed checks, I accepted this speed as I was worn out. This is despite the test kit for OpenEir proving that the Eir network could receive ~ 950 Mbps(Eir - Different network backhaul).

Roll on about 5/6 months, in the last few weeks, the speeds have dropped again to 400/500 Mbps and I've had to lodge a complaint demanding the speeds are restored to contracted normal speed of 900 Mbps or above. I am not convinced this will happen and stay above 900 Mbps.

I have only heard good things about the Eir network despite the complaints of their awful customer care team and 24 month contract so I think I will be heading back to Eir very shortly...

a clanger

Genuine review

Vodafone SIRO contract was ending and they had no interest in renewing deal. PURE was the best I could get at €35 500mb/all day calls (Sky was off peak only). New Fritzbox! router posted out to me and arrived when they said it would. Basically plugged it in an away we went. Customer service have been easy to contact and quick to answer/respond. Lots of Dubs who seem to be able to get things done as opposed to a call centre on the other side of the world. Very happy with service so far and the Fritzbox! is a far better router than the Vodafone one (range /speeds / abilities). Limerick citaay !

Mimikyu

https://www.boards.ie/discussion/comment/118111042#Comment_118111042

We signed up with Pure for the same reasons as yourself, Vodafone coming to an end and couldn’t match the price from Pure. Router arrived and have agreed for them to move us over tomorrow.

What exactly happens when they take over the line? Is it like when you port a mobile number and the Vodafone Gigabox will go down and you just replace it with the Fritzbox?

TheDriver

My contract was ending with pure and their retention offer was really bad, you'd be better off paying monthly out of contract.

Surprised VF didn't do a decent retention offer.

Did you have to give 30days notice?

a clanger

https://www.boards.ie/discussion/comment/118113731#Comment_118113731

Yes basically. I left the Vodafone gigabox installed until it stopped working /was cut off /account transferred !. I then just swapped it with the PURE fritzbox and away we went. I'm not sure if you can plug it in prior to VF switching off .

As for renewal with PURE , I'll wait till next year and rate the 12mths of service and then see what offers are about.

Mimikyu

https://www.boards.ie/discussion/comment/118114282#Comment_118114282

It’s in my wife’s name so she dealt with them on the phone. Not sure what they offered but I mentioned to her we could get it from other providers for €35 and she said they wouldn’t match that.

I got in contact with them on Twitter DM (just to have it it writing) about the notice period and unless something was misunderstood they said no and they’ll be in contact after the contract/we’re moved to the new provider to arrange sending the Gigabox back.

TheDriver

https://www.boards.ie/discussion/comment/118115650#Comment_118115650

Surprised at VF. You'll be moving again next year when you hear Pures retention rate.

On VF box, hand it into a VF store as I got asked for the box a year later

Mimikyu

https://www.boards.ie/discussion/comment/118115840#Comment_118115840

After being with Virgin/UPC for years and getting the yearly price increase and then looking for a discount, I’m happy to move suppliers every year, like I change electricity/gas to get the best deal. We’re lucky where we are and can get Siro or Eir FTTH so we’re spoiled for choice.

Thats good advice to hand the box back into a store. I think I’ll do that rather than wait for them to contact me to arrange a collection.

a clanger

same VF just said to drop box back at VF store. They scan it into the system so you don't even need account number etc.

As for notice period I called about 26 days before the 12 month deal/contract was ending ....They had no problem with terminating at the end of the 12 month contract and were not sticky on the 30 days notice. Unlike some providers I could mention. I tend to avoid Sky after the experience I've had of trying to end contracts with them.