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Collating complaints against IBB.

Nevyn · 2005-07-29 10:42:15

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

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#32 22-09-2005 5:32pm
condra

Registered Users Posts: 3,849 ✭✭✭

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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...

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#33 22-09-2005 5:48pm
RangeR

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Posts: 6862

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.

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#34 22-09-2005 6:00pm
condra

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Posts: 3344

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?

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#35 27-09-2005 5:33pm
pseudo_23

Registered Users Posts: 111 ✭✭

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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!!!!

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#36 27-09-2005 9:53pm
G|N|T

Closed Accounts Posts: 19 ✭

Join Date: June 2004

Posts: 18

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

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#37 28-09-2005 12:23pm

turly

Closed Accounts Posts: 254 ✭✭

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Posts: 241

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

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#38 09-10-2005 1:30pm
Stark

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Posts: 20467

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.

⛥ ̸̱̼̞͛̀̓̈́͘#C̶̼̭͕̎̿͝R̶̦̮̜̃̓͌O̶̬͙̓͝W̸̜̥͈̐̾͐Ṋ̵̲͔̫̽̎̚͠ͅT̸͓͒͐H̵͔͠È̶̖̳̘͍͓̂W̴̢̋̈͒͛̋I̶͕͑͠T̵̻͈̜͂̇Č̵̤̟̑̾̂̽H̸̰̺̏̓ ̴̜̗̝̱̹͛́̊̒͝⛥

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#39 09-10-2005 2:30pm
Mutant_Fruit

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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.

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#40 09-10-2005 2:55pm
edanto

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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.

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#41 14-10-2005 1:57pm
cormac_byrne

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Posts: 477

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!

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#42 19-10-2005 11:36am
Moonbeam

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pseudo_23 - Paying for their installations?

500 million euro?

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#43 19-10-2005 7:43pm
arcane99

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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.

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#44 21-10-2005 4:01pm
aubhall

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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?

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#45 26-10-2005 6:13pm
Bert Fever

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Posts: 333

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...

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#46 27-10-2005 8:45am
MiaRobbo

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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!!!!

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#47 27-10-2005 7:09pm
arcane99

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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

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#48 27-10-2005 7:25pm
Macker1

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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.

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#49 27-10-2005 7:30pm
arcane99

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Posts: 79

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

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#50 27-10-2005 8:34pm
Couch Potato

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Posts: 438

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 ...

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#51 28-10-2005 12:12am
[Deleted User]
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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

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#52 28-10-2005 12:37am
Blaster99

Closed Accounts Posts: 2,630 ✭✭✭

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Posts: 2531

Here's a thing I can't really understand. With irishisptest I nearly always get diabolical upload speeds (right now 24.6kbps) but with adslguide.co.uk they're usually ok (right now 1871kbps). So it's not a backhaul issue or a problem between myself and the mast. You're getting good upload speeds to irishisptest.com so it's not a problem with that site in general. I'm either sharing a specific path to whatever piece of transit gets me to irishisptest.com with a bunch of people who're hammering it and you're not, or something is misconfigured somewhere.

I'm dumping them in the near future so I don't really care anymore.

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#53 28-10-2005 12:42am
dub45

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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 ........

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

Many Thanks

If Mr Nel is really unaware of the problems facing IBB then surely both he and his company are in deep trouble? (I am not a customer of IBB but just reading the copious threads here about IBB would make anyone aware that IBB have many serious problems)

1.Surely the volume of complaints that IBB are getting over the phone are reported on internally? If they are not then what does that say about the state of the Company?

2. Surely the apparent significant number of customers who are leaving are being broughth to managment's attention? Not to mention the people who claim to be cancelling their direct debits?

3. Haven't there been various admissions from IBB staff reported on boards that the service is not up to scratch? Surely this has to be getting made known to senior management?

4. Haven't IBB given promises every so often that things will improve in a month or two when such and such a repair is carried out? Are senior management not aware of such promises?

5. Does IBB not plan and monitor capacity?

6. It would seem to me that IBB are open to complaints to both the ASA and the Director of Consumer Affairs as they are not apparently providing anywhere near the service they claim to provide and continue to take on new customers and of course take current customers monthly subscriptions.

7. Apparently people who complain are being told 'lies' about spyware being the cause of the problems this of course is ludicrous and speaks volumes about IBB's concern for their customers.

8. Have IBB any quality control mechanisms in place to monitor performance and if they are not showing up problems what does it say about their usefulness - on the other hand if they are showing up problems they are either not getting to Mr Nel or he is being misinformed. And if they have not got quality control mechanisms in place why havent they?

9. Their accounts department appears to be in some trouble too to judge by reports on here.

This type of non performance by a company brings broadband into disrepute and we should all be concerned about that no matter which isp we are customers of. It is in all our interests to demand high standards in every respect: the speed we are paying for, Good customer support and a reliable accounts department that will bill regularly and accurately - surely that is not too much to ask for?

It is bad enough that we are so low in the varous league tables in Europe but to have to put up with the likes of the so called speeds that IBB customers are getting and to read that ESATbb is incapable of running an accounts department only adds to an already dire situation

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#54 28-10-2005 8:23am
joolsveer

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Posts: 2058

Please see attached jpeg. This is typical of the speeds I have been getting during October. I am in Clonsilla, Dublin 15.

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#55 28-10-2005 9:45am
Moonbeam

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arcane99 - voice conversation or via boards?
Out of interest

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#56 28-10-2005 10:10am
arcane99

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Moonbeam wrote:

arcane99 - voice conversation or via boards?
Out of interest

Email

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#57 28-10-2005 10:11am
arcane99

Closed Accounts Posts: 108 ✭✭

Join Date: November 2004

Posts: 79

Blaster99 wrote:

Here's a thing I can't really understand. With irishisptest I nearly always get diabolical upload speeds (right now 24.6kbps) but with adslguide.co.uk they're usually ok (right now 1871kbps).......

I'm dumping them in the near future so I don't really care anymore.

I use irishisptest.ie and testmy.net to verify my results and they both check out. But the downloading speeds of webpages and files confirm a problem.
What I have noticed is that all http, ftp, voip etc are dying on their feet @3kb. But if I use a torrent client I can achieve 40+kb. Maybe this is down to the way torrent makes a lot more connections to different hosts instead of just one.

I still think that packetloss is the problem.
Packetloss 28 Oct 9:30am
Google
Ping statistics for 66.102.9.99:
Packets: Sent = 20, Received = 11, Lost = 9 (45% loss),
Approximate round trip times in milli-seconds:
Minimum = 32ms, Maximum = 73ms, Average = 45ms
Heanet
Ping statistics for 193.1.219.79:
Packets: Sent = 20, Received = 14, Lost = 6 (30% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 60ms, Average = 29ms
IBB Dns Server
Ping statistics for 62.231.32.10:
Packets: Sent = 20, Received = 12, Lost = 8 (40% loss),
Approximate round trip times in milli-seconds:
Minimum = 20ms, Maximum = 109ms, Average = 60ms
My Gateway
Ping statistics for 83.141.118.129:
Packets: Sent = 20, Received = 20, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 4ms, Maximum = 100ms, Average = 16ms

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#58 28-10-2005 10:32am
ricey

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Posts: 1203

you can tell him he lost me, and can stick his
crappy dial up connection .

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#59 28-10-2005 10:49am
nadir

Registered Users Posts: 1,419 ✭✭✭

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Posts: 1338
For the first 2 months of the service we had no problems, upload and download rates of 124 KB/S
We then got upgraded to a 2 Megline , soon afterwards speeds dropped to 20 - 40 KB/S
After a few weeks like this the service went to its full rate 250 KB/S Full Duplex for about two weeks, and then died back down to 20 / 40 KB/S , and has remained like this for the last 3 / 4 Months.
At first we were getting massive packet loss, 40% + but that seems to be down to about 5 % now. However I notice alot of arp requests coming in that shouldnt be. The routing table should already know where people are, here is a random minute of arp tcpdump.
22:01:52.689182 arp who-has 62.231.60.204 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:52.689731 arp who-has 62.231.60.209 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:52.689731 arp who-has 62.231.60.207 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:52.690891 arp who-has 62.231.60.211 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:52.691257 arp who-has 62.231.60.233 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:52.691624 arp who-has 62.231.60.247 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:52.695725 arp who-has 62.231.60.195 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:52.696019 arp who-has 62.231.60.194 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:52.696366 arp who-has 62.231.60.224 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:52.696873 arp who-has 62.231.60.225 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:52.697209 arp who-has 62.231.60.246 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:52.699162 arp who-has 62.231.60.231 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:53.235809 arp who-has 62.231.60.208 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:53.335320 arp who-has 62.231.60.204 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:53.335820 arp who-has 62.231.60.209 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:53.336663 arp who-has 62.231.60.225 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:53.336968 arp who-has 62.231.60.246 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:53.435059 arp who-has 62.231.60.253 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:53.436981 arp who-has 62.231.60.196 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:53.437317 arp who-has 62.231.60.194 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:53.438049 arp who-has 62.231.60.224 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:53.535728 arp who-has 62.231.60.247 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:53.536293 arp who-has 62.231.60.195 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:53.634934 arp who-has 62.231.60.211 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:53.635697 arp who-has 62.231.60.233 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:53.636033 arp who-has 62.231.60.231 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:54.039022 arp who-has 62.231.60.225 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:54.039945 arp who-has 62.231.60.246 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:01:54.134764 arp who-has 62.231.60.204 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:02:11.086018 arp who-has 62.231.60.223 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie 22:02:12.036018 arp who-has 62.231.60.223 tell DN04-fe-1-3-1-160-guinness.irishbroadband.ie

Pings and traceroutes dont mean much in this scenario, the routing table can change, means nothing unless its completely all over the place, which it's not, when you arn't downloading a file or doing anything else the speed is 30k or so, and you can browse the web, but any other access to the internet will kill everything including web browsing. This should not happen.

I get pings of about 90 ms to google, but if i download a file this goes straight to 3000 m/s , my basic problem is that I want what the service is supposed to be (128kb/s - 256 kb/s) I'd be happy if I was just getting the service I pay for, but I'm not, and havnt been for months.
We rang the helpdesk a few times, they guy on the phone asked me to do some pings and traceroutes and stuff and did some tweaking on his side. He then asked me to download a freebsd iso from heanet. I got 35 / 40 K/s (which is about as good as our conenction gets) , he then tried to explain to me that there were 8 bits in a byte and that that was 300 Kbits/ which was what our conenction should be...
However I insisted that this was incorrect and that we should be getting 256 KB/s, after a while he came to the conclusion that it is normal for this to happen because of contention, to which I replied that contention is always an issue on any network but that the mean rate should be what is advertised. For example when I lived in holland I had a 1 Meg Cable connection, but I got 1 Meg constantly.

He seemed like a nice guy so I didnt want to go ott, but it really ticks me off when people try to come up with moot technical explanaions, assuming I dont know much.
Obviously if you have a 10 meg line for example and you try to route 10 machines through it it's going to go slow. But you couldnt possibly advertise it as a 10 meg line or even as a 1 meg line, that would be incorrect on a technical level and as such would be wrong to sell.

So I dont know, we are stuck in this contract, I'm not sure what to do. Can you guys just give us the bandwidth we are paying for, like I mean, at least answer this post if you are reading.
I'm pretty sure you guys read this board from time to time.

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#60 28-10-2005 5:13pm
spooky donkey

Moderators, Entertainment Moderators Posts: 5,042 Mod ✭✭✭✭

Join Date: January 2002

Posts: 4863

dub45 wrote:

If Mr Nel is really unaware of the problems facing IBB then surely both he and his company are in deep trouble? (I am not a customer of IBB but just reading the copious threads here about IBB would make anyone aware that IBB have many serious problems)

1.Surely the volume of complaints that IBB are getting over the phone are reported on internally? If they are not then what does that say about the state of the Company?

2. Surely the apparent significant number of customers who are leaving are being broughth to managment's attention? Not to mention the people who claim to be cancelling their direct debits?

3. Haven't there been various admissions from IBB staff reported on boards that the service is not up to scratch? Surely this has to be getting made known to senior management?

4. Haven't IBB given promises every so often that things will improve in a month or two when such and such a repair is carried out? Are senior management not aware of such promises?

5. Does IBB not plan and monitor capacity?

6. It would seem to me that IBB are open to complaints to both the ASA and the Director of Consumer Affairs as they are not apparently providing anywhere near the service they claim to provide and continue to take on new customers and of course take current customers monthly subscriptions.

7. Apparently people who complain are being told 'lies' about spyware being the cause of the problems this of course is ludicrous and speaks volumes about IBB's concern for their customers.

8. Have IBB any quality control mechanisms in place to monitor performance and if they are not showing up problems what does it say about their usefulness - on the other hand if they are showing up problems they are either not getting to Mr Nel or he is being misinformed. And if they have not got quality control mechanisms in place why havent they?

9. Their accounts department appears to be in some trouble too to judge by reports on here.

This type of non performance by a company brings broadband into disrepute and we should all be concerned about that no matter which isp we are customers of. It is in all our interests to demand high standards in every respect: the speed we are paying for, Good customer support and a reliable accounts department that will bill regularly and accurately - surely that is not too much to ask for?

It is bad enough that we are so low in the varous league tables in Europe but to have to put up with the likes of the so called speeds that IBB customers are getting and to read that ESATbb is incapable of running an accounts department only adds to an already dire situation

Could not have put it better my self man. Nice post.

Sumary of my issues:
Bad dowlonad speeds, worse up load speeds. 25kb/10kb/ for over 3 weeks now 60/20kb.
Losing packets cant not game on line at all for a month now
Cant use VOIP
Could not use motor tax.ie to tax my car or use any web sites. ( all my boards.ie posting is done in work )
Could not download 6meg`s of email with outlook.
BB has been usless for a month now.
I know i will still get billed the full 48 yoyo for this terriable service.

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#61 28-10-2005 5:24pm
spooky donkey

Moderators, Entertainment Moderators Posts: 5,042 Mod ✭✭✭✭

Join Date: January 2002

Posts: 4863

dub45 wrote:

If Mr Nel is really unaware of the problems facing IBB then surely both he and his company are in deep trouble? (I am not a customer of IBB but just reading the copious threads here about IBB would make anyone aware that IBB have many serious problems)

1.Surely the volume of complaints that IBB are getting over the phone are reported on internally? If they are not then what does that say about the state of the Company?

2. Surely the apparent significant number of customers who are leaving are being broughth to managment's attention? Not to mention the people who claim to be cancelling their direct debits?

3. Haven't there been various admissions from IBB staff reported on boards that the service is not up to scratch? Surely this has to be getting made known to senior management?

4. Haven't IBB given promises every so often that things will improve in a month or two when such and such a repair is carried out? Are senior management not aware of such promises?

5. Does IBB not plan and monitor capacity?

6. It would seem to me that IBB are open to complaints to both the ASA and the Director of Consumer Affairs as they are not apparently providing anywhere near the service they claim to provide and continue to take on new customers and of course take current customers monthly subscriptions.

7. Apparently people who complain are being told 'lies' about spyware being the cause of the problems this of course is ludicrous and speaks volumes about IBB's concern for their customers.

8. Have IBB any quality control mechanisms in place to monitor performance and if they are not showing up problems what does it say about their usefulness - on the other hand if they are showing up problems they are either not getting to Mr Nel or he is being misinformed. And if they have not got quality control mechanisms in place why havent they?

9. Their accounts department appears to be in some trouble too to judge by reports on here.

This type of non performance by a company brings broadband into disrepute and we should all be concerned about that no matter which isp we are customers of. It is in all our interests to demand high standards in every respect: the speed we are paying for, Good customer support and a reliable accounts department that will bill regularly and accurately - surely that is not too much to ask for?

It is bad enough that we are so low in the varous league tables in Europe but to have to put up with the likes of the so called speeds that IBB customers are getting and to read that ESATbb is incapable of running an accounts department only adds to an already dire situation

Could not have put it better my self man. Nice post.

Sumary of my issues:
Bad dowlonad speeds, worse up load speeds. 25kb/10kb/ for over 3 weeks now 60/20kb.
Losing packets cant not game on line at all for a month now
Cant use VOIP
Could not use motor tax.ie to tax my car or use any web sites. ( all my boards.ie posting is done in work )
Could not download 6meg`s of email with outlook.
BB has been usless for a month now.
I know i will still get billed the full 48 yoyo for this terriable service.

0