Collating complaints against IBB.

Nevyn

http://www.boards.ie/vbulletin/showthread.php?p=3116560#post3116560

damien.m wrote:

But, just in case IBB does tell us to go take a running jump, which I'm sure they won't, how about people gather all these complaints together? So which one of you guys will collate all the complaints?

What you need to do is get the names, addresses and contact details of those who have made the complaints(pm them for details), get their IBB account numbers, have them document when their issues started, when they made the complaint to IBB, what IBB said back to them and what they did to fix the issue and whether the customer was happy with this.

Put them all into a document (excel sheet may be the best idea) and pass them on to us. Also let those that are making the complaint know that their details and complaints will be passed on to ComReg and IBB and that IrelandOffline will not pass their contact details on to anyone else.

I am willing to do this.
Please include an active email address,
and but [IBB] in the subject of the post to me at
All information will be kept private and once this is over and done with
scrubbed from my hard drive.

hshortt

Well done for taking charge of this, I've sent you a mail.

Cheerio
Howard

Drapper

yeah, good on yeah Thaed

PowerHouseDan

Good Idea they no me by now anyway but i just sent ya a email.

Cheers.

PowerHouseDan

I have sent you an email there thead Let me know what you think, I wouldnt go posting up your email addess SPAM SPAM....

Adey2002

I'll be sending mine to you as soon sa I get home. Good on ya for volunteering for the job..

PowerHouseDan

I have Just Recieved Legal Advice from a friend, he is now reviewing the terms and conditions to see where we stand, he reckons we have a good case and that Comreg Should take legal action after what IBB sent me in reply in my response because they are lying..... I will Keep ye updated..

PowerHouseDan

Right here is the craic so far, Reading the Terms and Conditions he said there is a Transaction Schedule.
The Transaction Schedule is the one that sets out the Service which you are
to be provided with. I rang IBB asking for this and they were like em whats that, they have to view the terms and conditions to see for themself, its 1.1 in the terms and conditions we signed. So its up to that to see where we stand. I am awaiting a phone call back to recieve it...

PowerHouseDan

Response from Comreg Which i Forwarded the Email i recieved from IBB:

Hi Dan,

At the retail end, we can act as mediator only, to ensure an Operator
provides a customer with a response. Irish Broadband has provided you
with a response, and even if you are unhappy with that, it is a
contractual matter and we have no remit over contractual matters. If
you signed up for a service, and claim you are not getting that service
as per the terms of the contract, we are unable to direct Irish
Broadband in any way. We are not in a position to take this matter any
further so if you wish to pursue this, you may wish to seek legal
advice.


Best Regards,

Sponge Bob

powerhousedan wrote:

Response from Comreg Which i Forwarded the Email i recieved from IBB:

Hi Dan,

At the retail end, we can act as mediator only, to ensure an Operator
provides a customer with a response. Irish Broadband has provided you
with a response, and even if you are unhappy with that, it is a
contractual matter and we have no remit over contractual matters. If
you signed up for a service, and claim you are not getting that service
as per the terms of the contract, we are unable to direct Irish
Broadband in any way. We are not in a position to take this matter any
further so if you wish to pursue this, you may wish to seek legal
advice.,

Usual waffle from that shower hoping you go away in case they have to do something.

I told you to keep at them , see this procedure that Comreg THEMSELVES have, you mail them twice a day every day until they follow it themselves.

http://www.comreg.ie/_fileupload/publications/cg06.pdf

damien

Send Thaed a copy of that mail too Dan with all the persons details in it and date.

Nevyn

Will do once the rest of them send me on thier details.

EvilDoctorK

Hi Thaed,

Done - service was so brutal yesterday (30% packet loss sustained all day) I couldn't send a simple gmail ... packet loss is "only" - 5-10% this morning so managed to send the email ... how bad is that

madrab

my details have been sent on

Moriarty

stickifying this.

Drapper

Moriarty wrote:

stickifying this.

Fair play Moriarty. Brilliant move.

Macker1

Just sent on my info / complaint mail.

Hopefully all the unhappy people will see action taken and their service levels improving to the point of what their paying for.

WillieFlynn

Comreg have a leaflet saying how they help deal with complaints:
http://www.comreg.ie/_fileupload/publications/cg06.pdf
may be you should quote it back to them..........

In your post above they said that they can only mediate........... so ask them to mediate...........

Another possible tactic (which may be difficult) is if you are paying by credit card, is to ask them for your money back as the merchant failed to provide the service you paid for, which makes them jointly liable. But if the CC company got enough complaints, they may consider with drawing CC facilites from them.

You could also complain to the EU regulator. When I complained about local number portablity in relation to local loop unbundling (ie moving to Smart telecom). I got an intresting reply, which can be summed up (in more polite terms of course) that they are getting very pissed off with the number of complaints coming from Ireland and are looking into what legal action they can take............

The person who replied was:
Melanie Pröpper
Secretary to Mr Miguel França
Member of Cabinet REDING
phone: +32/2/296.43.40
fax: +32/2/296.07.46
e-mail: Melanie.Propper@cec.eu.int

she also said that for the LLU issue, the best contact person was:
Mr George Papapavlou
Head of Unit B/3
DG INFSO
e-mail: george.papavlou.cec.eu.int

(BTW they may take a while to reply)

I know some one else who was having a long drawn out problem with Eircom. So he rang the EU commision section which regulates telecoms; who then did a conferance call to Eircom customer support......... the Eircom custormer rep, first reaction was you jokeing, tell me who you really are.... but after awhile and looking at the caller ID ..... was more along the lines of Oh ****!.......

Willie.

damien

George happened to be over in Ireland recently. IrelandOffline met him and told him the state of play in this wonderful land. He took LOTS of notes.

Adey2002

I was just wondering how Thaed was getting on with his list of complaints. It's all gone quiet in the forums, but I think it's just people have given up complaining in there. I know I have (even though it's worse than ever) as it was starting to cause a lot of complaints from others who have decent connections.

Nevyn

so far I have had 9 people bother to send me on the information needed.

very disapointing

madrab

well i got a responce form the head of the company & head of the customer service that they are gona come out on monday to rip out all my equipment and install new stuff to see if it makes it any better, if not im just stopping my dd

RangeR

Thead,

I emailed you my details. In or around that time, I also sent in a formal letter of complaint. They just ignored it. Comreg are now mediating but they didn't sound too hopeful. In about 8 business days I will probably be getting my soliciter involved.

madrab

well the ibb guys are currently running about an hour late at the moment, thats nice of them

jor el

Thaed wrote:

so far I have had 9 people bother to send me on the information needed.

very disappointing

Disappointing indeed, there's been hundreds of posts by unhappy IBB customers here. Perhaps people don't see the sticky? I know I'm guilty of not looking at the stickies all that often.

Can't send you anything myself as I'm not an IBB customer. I have to be content with my current strife with BT. But at least the broadband works, it's just their whole accounts dept that need shooting.

00sully

I sent you an email, I also cancelled my service with IBB since they completely ignored all of my complaints.

Luckily NTL installed a 3 meg connection within a few days, everyone get off IBB asap

lazygit

i was also on IBB and when i moved house they said it was €150 and 3 weeks to move the connection. Cancelled account and went with eircom BB. they might be evil but at least there stable.

sisyphus

i was also on IBB and when i moved house they said it was €150 and 3 weeks to move the connection. Cancelled account and went with eircom BB. they might be evil but at least there stable.

So, did you pay the €150 de-installation fee? Apparently, you're tied to a 12 month contract when you sign up for Breeze. Either you pay the remainder of the contract if you cancel before its completion, or you pay the €150 de-installation fee.

On a side note, I would like to say one or two things about IBB. They may have plenty of teething problems and aren't the most efficient of companies by any means, but they do have some pretty impressive initiatives. They were one of the first in this monopolized country to compete with Eircom/Telecom Eireann using an alternative media form for internet access, and are still growing and upgrading their netowrk. They moved from BA II 512kbps radios to VL 5.4 (Up to 4 Mbps) radios in the last year or so and are still moving forward. The next big step seems to be a move over to WiMax technologies (Potentially up to 74 Mbps, with a 31 mile coverage area), which will give a major boost in performance and reliability.
Fair enough, they have their flaws, but what other companies out there are offering affordable services (With the possible exception of Magnet networks, but even with these, good luck to you actually getting a connection!) to the general public, and equally, what other companies out there actually have the balls and funding to adapt new and cutting-edge technologies such as WIMax, or VL 10.5 wireless to target a public ruled by the semi-state Eircom conglomerate?
We can all piss and moan (To quote Dwight Hansen.....! Guess to reference!) to our hearts content, but this Inet user for one says hats off to IBB! Without them and other like-minded companies and innovators, we'd still be dialing up on our 56k modems and suckling to our hearts content on the Eircom teet!


.......... An (exceptional IBB user!).........

Bogger77

sisyphus wrote:

So, did you pay the €150 de-installation fee? Apparently, you're tied to a 12 month contract when you sign up for Breeze. Either you pay the remainder of the contract if you cancel before its completion, or you pay the €150 de-installation fee.

I useta share a house with Lazygit (well named too, he is), the IBB was installed just about a year ago, so 12months contract would been expired, or close enough

sisyphus

Ah right, well, if you're outside contract then as far as I know you wouldn't be tied to any charges. The equipment on the roof belongs to IBB, so as such, it's in their interest to take it away if they wish to.

lazygit

bodger is almost right... there was 15 days left on my 1 year contract, i could get it disconnected for free as i had allready paid the last months line rental.. but i wanted to keep there service in my new place.. and they wanted to charge me €150 euros for moving it.. and then €40 a month after that for another year..

i just thought that after been a customer for a year, and wanting to continue using there service they would be quite happy to accomodate a move for no charge. it was only a couple of miles down the road...

anyway i went with eircom.. €75 install for 2mb line and a free wireless modem and accesspoint. it took 3 days to get the eircom installed and IBB were quoting at least 3 weeks for the move of there connection.

condra

How can one possibly fight IBB??

Its like trying to shoot an invisable giant.

Im starting to winder if IBB even exist. There doesnt seem to be any agents on their support line? They dont reply to emails... Maybe everyone in their office died and the service is just freewheeling...

RangeR

You beat them by playing the game.

Go through their official channels.
Let them not answer you, as they won't.
Then go to ComReg or other legal means.

condra

How can they get away with it? In this day and age? In this country??

We set up accounts with them, they happily take our money every month, but they wont even answer the phone to us? They wont reply to our emails?

They create a friendly image from their radio ads, but are really wormy sly underhanded greedy aloof fcuking scumbags.

And what does "the default queue via RT" mean- thats the subject of the blank email the send back once you send an email to support@irishbroadband.ie .. are we supposed to know if our email has even been sent??


Where are their offices by the way? Anyone know? Or is it a secret?

pseudo_23

and from my end, installation engineers have a strict protocol and speaking for my team, we always follow it 100%. As a customer though my story is like a million stories.....i have a 2MB connection and right now my download is about 20 KB/S, might as well stick in the dial up cable. Theyre over subscribed to the sites they do have, cant handle the capacity, and yet they keep adding people to the sites. They'll get a slap in the face when people have to start paying for installations because then people will do their research and all these stories will pop up. Their reputation is suffering right now, but i suppose its easy to be flippant about loss when you have 500 million euros behind your attempt to get a wedge of the telecommunications market. Kepp up the fight anyways!!!!

G|N|T

jor el wrote:

Disappointing indeed, there's been hundreds of posts by unhappy IBB customers here. Perhaps people don't see the sticky? I know I'm guilty of not looking at the stickies all that often.

Can't send you anything myself as I'm not an IBB customer. I have to be content with my current strife with BT. But at least the broadband works, it's just their whole accounts dept that need shooting.

There havent been hundreds of posts from unhappy IBB customers here, they're always the same people! even people not on irish broadband.

Check this out

Pinging www.boards.ie [82.195.136.36] with 32 bytes of data

Reply from 82.195.136.36: bytes=32 time=27ms TTL=57
Reply from 82.195.136.36: bytes=32 time=14ms TTL=57
Reply from 82.195.136.36: bytes=32 time=17ms TTL=57
Reply from 82.195.136.36: bytes=32 time=16ms TTL=57

Ping statistics for 82.195.136.36:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 27ms, Average = 18ms

turly

I've had the Irish Broadband 2 MBit home service (24:1 contention ratio, 48.40 euro per month) for the past year. I'm in Cork, using the R&H Hall mast. Things have gotten progressively worse, to the point in the last two weeks where sub-56k modem speeds are common. Here's the results of http://www.irishspeedtests.com/myspeed:

Date      Time    Down       Up
8/29/2005 1940    187        390
8/30/2005 2315    265        464
8/31/2005 0831    245        381
8/31/2005 2004    375        495
9/01/2005 2008    212        275
9/02/2005 2330    318        871
9/03/2005 0935    339        1100
9/03/2005 2145    279        684
9/04/2005 1058    397        599
9/06/2005 2317    256        289
9/07/2005 2119    144        837
9/09/2005 0903    473        582
9/09/2005 2035    263        836
9/10/2005 2128    125        385
9/11/2005 1046    338        444
9/13/2005 0815    544        423
9/13/2005 2130    168        251
9/15/2005 0057    395        1007
9/15/2005 2133    213        490
9/15/2005 0916    532        491
9/18/2005 2351     40         34
9/19/2005 2056    112        24
9/20/2005 0933    117        126
9/20/2005 2041    326        770
9/21/2005 2255    200        601
9/22/2005 0856    327        674
9/24/2005 1007    375        472
9/25/2005 1914    183        452
9/26/2005 2048     15        101
9/27/2005 2115    186        322
9/28/2005 0516     35          8
9/28/2005 0958     10          9
Average           249        465
Max               544        1100

I'm not sure if I have grounds for complaint given the average download speeds (249k down), but the max speed I've seen was 544, on a supposedly 2 MBit service. I left out the five measurements during this period where there was zero availability.

At any rate, I'm cancelling my contract with them. Or I would if I could get anyone on the phone - I've called them five times in the last week, staying on hold for up to 45 minutes, and have never once spoken to a human. Looks like they're learning the art of screwing the consumer from their parent (National Toll Roads.)

600 euro a year for this? I don't think so.

Have Fun!

--turly

Stark

turl wrote:

I'm not sure if I have grounds for complaint given the average download speeds (249k down), but the max speed I've seen was 544, on a supposedly 2 MBit service. I left out the five measurements during this period where there was zero availability.

Any chance of false advertising complaint? Irish ISPs should really be forced to advertise average speeds not peak speeds.

Mutant_Fruit

Its well worth a shot. They shouldn't be legally allowed advertise it as 2meg unless there is a very good chance you'll get that speed. And we all know there isn't a very good chance.

edanto

WillieFlynn wrote:

She also said that for the LLU issue, the best contact person was:
Mr George Papapavlou
Head of Unit B/3
DG INFSO
e-mail: george.papavlou.cec.eu.int

OT - but if anyone has been trying to contact this guy re Eircom unbundling lines for Smart - his email address is wrong above. It's actually george.papapavlou[at]cec.eu.int

Back to your topic - It could be a great idea to hang IBB on their advertising. The speeds Turly is getting are pants. Best of luck with the group complaint.

cormac_byrne

edanto wrote:

Back to your topic - It could be a great idea to hang IBB on their advertising. The speeds Turly is getting are pants. Best of luck with the group complaint.

It couldn't be easier to make a complaint re advertising, simply go to

http://www.asai.ie/

click on "How to make a complaint", fill out form & submit!

Moonbeam

pseudo_23 - Paying for their installations?

500 million euro?

arcane99

Maybe someone with a grasp of the english language could put together a template of what to say on the Asai complaint form.

The more who submits, the better.

aubhall

arcane99 wrote:

Maybe someone with a grasp of the english language could put together a template of what to say on the Asai complaint form.

The more who submits, the better.

I am pissed off over the last few weeks with IBB re:atrium and sub 2k speeds.

Has any either got the script for the adds and or defined a unified response?

Bert Fever

Fair play to you's guys. I'll gladly help any way i can. Those crooks need a wake up call...

I've got the Ripwave system, and i'm using my 56k Modem now...

MiaRobbo

I'll help too....am ticked off with them and their customer support or waiting for their customer support to answer the blinking phones...saying they'll email me stuff out and never do!!!!

arcane99

Hi all,

I have just been having a discussion with Jeremy Nel - Chief Operating Officer of Irish Broadband about the past months problems. Thanks Mac

From what he was saying, I dont think he sees the scale of the problem on his network over the past month. I hope to talk to him again tomorrow. So what I would like to see is users posting their problems from the past month on this thread.

If possible, please include logs, ping results, download screenshots, etc to verify your problem Also include your county and district, so he can see where the main points of failure are and see the scale of the problem. And not just from Today, if you have some stored over the weeks, please post.

And hopefully, he will be able to post a response here.

Many Thanks

Macker1

arcane99 wrote:

Hi all,

I have just been having a discussion with Jeremy Nel - Chief Operating Officer of Irish Broadband about the past months problems. Thanks Mac

From what he was saying, I dont think he sees the scale of the problem on his network over the past month. I hope to talk to him again tomorrow. So what I would like to see is users posting their problems from the past month on this thread.

If possible, please include logs, ping results, download screenshots, etc to verify your problem Also include your county and district, so he can see where the main points of failure are and see the scale of the problem. And not just from Today, if you have some stored over the weeks, please post.

And hopefully, he will be able to post a response here.

Many Thanks

I left IBB as a customer back in Sept after 2 months of ****e service. I'm still owed a refund but I'm not holding my breath. You can tell Mr Nel that he's in denial and despite sticking his head in the sand like an ostrich the issues unless recitfied will not disappear. Furthermore as a former customer I have no hesitation in warning off other potential victims away from IBB. Its the very least that can be done so that other people will not suffer.

arcane99

Clondalkin, Dublin Siac Mast
Breeze 1mb
Logs:see attached

Couch Potato

Just direct Mr. Nel to :

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

I think that will cover it ...

I know he is aware of the problems but unless he does something pretty drastic about it "customers" are going to walk ...

Everythings still hunky dorey for me:
Ping statistics for 82.195.136.250:
Packets: Sent = 48, Received = 48, Lost = 0 (0% loss
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 84ms, Average = 29ms