Overdue Switch On With Netsource

CutterIE

Hi.

Just wanted to get an idea of how many others have not had their planned installation date met with Netsource's SoHo package.

My line should have been enabled over a week ago but has yet to be done, mine is not one of the orders that eircom have made disappear, Netsource have assured me of this but are unable to explain why eircom have still not enabled my line, A manager from Netsource phoned me yesterday to apologize and to assure me that they have escalated this with eircom multiple times but said that they have yet to receive any feedback from eircom on the matter.

I must admit to feeling guilty for complaining to Netsource so much this week as it now appears that it is out of their hands.

I ordered with Netsource on April 30th and I'm on the Bray exchange, anyone else suffering that same problem?

Cheers

bizmark

I must admit to feeling guilty for complaining to Netsource so much this week as it now appears that it is out of their hands.

your paying them good money that you worked hard for ....... so to hell with them if they cant get the job done for you complan as much as you can untill your getting vaule for your money

thats my view anway

m1ke

Seemingly my line was enabled on the 16th. I've rang them about 8 times since then (over a 3 day period) but have just ignored it since the 19th. They're just keeping me in the dark, the usual bull****/fob off tactics that telco's operate on these days, no call backs and I don't have the ****ing time to keep on at them.

Ste-

I got installed on the 12th day 1 day off not bad.
Had a good service since then the odd bad night for downloading but other than that no complaints.

Damian

Same story here. You can read all about my experiences with the Eircom 'lost order' business here.
http://www.boards.ie/vbulletin/showthread.php?s=&threadid=96751

My story has a happy ending. My order was 'lost' and on Tuesday the story was that it would be at least another 10 days. I kicked up a fuss and lodged a complaint with Comreg.

Miraculously my order was 'found' and my line was activated this evening.

I am, of course, still going to persue my complaint with Comreg on principle.

flav0rflav

Why does the customer of company A have to lodge a formal complaint with the regulator about third party company B. Surely company A should be doing that?

flav0rflav

I placed my order a couple of days after they started taking orders. The line became active within about 10 days, as far as I can remember. I phoned them a couple of times after that and got the welcome pack about another 2 days later.

CutterIE

Well hopefully my line will be enable sometime during this coming week, I will give it till Wednesday and then lodge a complaint with Comreg.

It just makes me wonder if the fact that I first ordered BB with eircom and then cancelled it and when with Netsource has anything to do with eircom dragging their heels, but I doubt eircom are organized enough to manage a conspiracy against me.

Rancid

Filled out the order form in Netsource on 17th April.
Provided Cease Order number on 22nd April.
Then it took until 16th May for Eircom to process that Cease Order.

So now my expected connection date is 30th May... which works out at 6 weeks from the time I ordered.

Delays all the way... all seemingly due to Eircom's slowness/reluctance to lift that "pending" tag they had on my line.

fatguy

I had a four day delay because there was a problem with my exchange. In fairness, every time I walked past it there was an Eircom van parked outside and an engineer either in the van or working on the exchange. Living 500m from it has it's own advantages.

So yeah, I have no real complaints about the delay, it seems to have been a genuine problem which was solved as quickly as possible.

nahdoic

Originally posted by Rancid
Filled out the order form in Netsource on 17th April.
Provided Cease Order number on 22nd April.
Then it took until 16th May for Eircom to process that Cease Order.

So now my expected connection date is 30th May... which works out at 6 weeks from the time I ordered.

Delays all the way... all seemingly due to Eircom's slowness/reluctance to lift that "pending" tag they had on my line.

yes exact same situation as myself, the dates are even exactly the same. and curse that "pending" tag. I don't know whether to take a chance, and assume I'll be connected on the 30th of extend my UTVip subscription to end at the end of June instead of May!

Mixie

I placed my order less than a week after they started taking orders, my line has not been upgraded yet. I've been chasing them up on it but, apart from Nicola Ryan, their staff seemed both uninterested in providing me with information on the delay and in finding a solution.

Several phonecalls and emails to Netsource over the weeks went ignored. I had intented to cancel my subscription until Nicola rang last week to inform me that they had to replace my order due to Eircom having some problem with my exchange, and that I should be upgraded before this Friday.

If the delays were unavoidable, I'm more than happy to accept them, but I just hope that I'm not in the same boat as Truckle having spent hundreads of euro on getting my home PCs ready for broadband.

Rancid

Originally posted by nahdoic
yes exact same situation as myself, the dates are even exactly the same. and curse that "pending" tag. I don't know whether to take a chance, and assume I'll be connected on the 30th of extend my UTVip subscription to end at the end of June instead of May!

I've got NetSmart and NTL for weekends.....and I'm not cancelling either of them until I'm safely up and running with Netsource... I'm just damn glad I didn't cancel them the day I ordered my adsl!

I spoke to an unusually helpful and pleasant Eircom girl on Thursday last.... and she confirmed all the things that Netsource had told me... and she also said 30th was the *latest* date for my line to be released.....and with a bit of luck (what's that?) maybe a day or 2 sooner.

CutterIE

Rancid, which exchange are you on? is anyone here with netsource on the Bray exchange?

Cheers
Will

Supercell

Seems that the only irish telco that gives a dámn about their customers is UTVip and judging by recent posts on their newsgroup by their employees..currently the word in our place is FRIACO ,which is nice for the ppl who are happy with dialup, we are as usual in the grips of eircom in BB terms.

Personally am considering the (previously) inconsiderable (as an ex SNL'r)....ie going back to esat as i'm on one of their exchanges.

Really REALLY pains me to even think about it, but i suppose, i'll be kicked off it by the time UTVip offers something broadband...yours in Irish broadband sadness.....

Longfield.

BlackFlag

Originally posted by CutterIE
Rancid, which exchange are you on? is anyone here with netsource on the Bray exchange?

Cheers
Will

Phibsbourgh.

Rancid

Originally posted by Longfield
Personally am considering the (previously) inconsiderable (as an ex SNL'r)....ie going back to esat as i'm on one of their exchanges.

Really REALLY pains me to even think about it, but i suppose, i'll be kicked off it by the time UTVip offers something broadband...yours in Irish broadband sadness.....

Longfield.

If Phibsborough exchange was Esat-enabled, I'd go with Esat's adsl (not their RADSL).
I've been with them since SNL, hung on in there using the bare 75 after getting "the letter", changed over to NetSmart 120 which I'll keep until Netsource takes over.

You have the choice if your exchange is Esat-enabled... think about it!

nahdoic

well finally got 'the call' from netsource today, to say my 'pending status' has gone to a green light ... so my line should be enabled now.

although it's not working yet ... now it could be a problem with my router or it could be a problem with the line ... hmm i've no way of testing them seperately ... anyone got a spare modem i can borrow to test my line

Rancid

Originally posted by nahdoic
well finally got 'the call' from netsource today, to say my 'pending status' has gone to a green light ... so my line should be enabled now.

although it's not working yet ... now it could be a problem with my router or it could be a problem with the line ... hmm i've no way of testing them seperately ... anyone got a spare modem i can borrow to test my line

Well.. I'm happy for you ... but I'd be happier if they'd called ME too

I phoned Nicola and there's no change on my line yet.

Far as I know, nahdoic, your connection should be ok from the day after Eircom finally do what they have to.
So... hopefully tomorrow for you?

nahdoic

i'd say you'll definitely be enabled before the week is out. at least they're not losing orders this time round. i was starting to think I'd never get enabled.

I think the problem could be with my router, but i'll be testing it tomorrow to see if there's any change.

Piliger

Originally posted by nahdoic
i'd say you'll definitely be enabled before the week is out. at least they're not losing orders this time round. i was starting to think I'd never get enabled.

I think the problem could be with my router, but i'll be testing it tomorrow to see if there's any change.

I got my welcome pack and starter date - today, in the post. Today was the connection date listed.

I just purchased the SMC router and had a very generous specialist SMC guy in my house for the last hour installing it.

We established a live ADSL signal at full 512k speed, but were unable to establish a PPP session

Hopefully NetSource will be able to explain why tomorrow ...

CutterIE

Well Finally got switched on, downloads are faster than I thought they would be, over a week late getting switched on but it seems it was worth the wait.

Cheers
Will

Rancid

Not switched on yet.... but got domain name confirmation this morning.... so perhaps I should start getting excited now....?:rolleyes:

Rancid

Got the phone call today!
All going well.... I'm getting connected tomorrow!

I'm keeping my fingers crossed!:)

m1ke

Still not a word from them, and I ordered way back in April. Am disgusted.

Mark_irl

M1ke have you called them since? seem like nice people to deal with to me so far anyway!!! Also can anyone here who self installed with Netsource tell me did Netsource provide the filters in there welcome pack or do I need to go get them myself ?

Thanks

Rancid

Originally posted by m1ke
Still not a word from them, and I ordered way back in April. Am disgusted.

17th April.
6 weeks tomorrow.

Phone them!

Ste-

Originally posted by Mark_irl
M1ke have you called them since? seem like nice people to deal with to me so far anyway!!! Also can anyone here who self installed with Netsource tell me did Netsource provide the filters in there welcome pack or do I need to go get them myself ?

Thanks

They are a joy to talk to on the phone you are right.
As for the self install your filters will come in an A4 sized envelope.

Mark_irl

Thanks for the info

Mixie

I signed up within days of their (Netsource's) product becoming available and my line was only upgraded yesterday - they said they had to resubmit my request for line upgrade to Eircom (who had delayed the procedure giving them some guff about not being able to upgrade my exchange [ Clontarf IIRC ] ).

At all times Nicola Ryan seemed to be straight with me, and chased up Eircom and Netsource's own staff on my behalf. If you're not getting anywhere with them, you might try asking for her the next time you call, and explaining your situation.

Damian

I have dealt with a lot of Netsources staff over the last three weeks (thanks to Eircom's messing). While I agree that Nicola is very good, I feel it only fair to point out that I have found everyone I have dealt with at Netsource to be very helpful, knowledgeable, and honest.

Particular praise, in addition to Nicola, must go to Louise, Joan and Phillip. If you're dealing with any of them I think you are in good hands.

CutterIE

Well I guess I will add my 2 cents worth regarding my sign up to Netsource's SoHo ADSL

I ordered on April the 30th and had my line enabled yesterday (May 27th) I spent much of the last couple of weeks compaining to Netsource as to why my line had not be enabled, People I know had ordered with Netsource after I had but had their lines enabled a week before mine was, I must admit to thinking that Netsource were the cause of the delay but as it turned out it was eircom.

I found all the staff at Netsource very helpfull and would recommend Netsource to anyone looking at getting broadband.

Cheers
Will

JohnK

Luckily for me things went much better. I put the application forms in the post on the 15th of May and I got my self install kit today. I'm up and running now and I think Netsource have been great.

m1ke

I recieved the welcome package, and all the other gear like splitters. My line was due to be activated on the 16th.

I've called 8 times since the 16th, and was totally stone walled with constant promises of call backs, but they never once materialised.

So in the last few days i've just let things stagnate. I was dealing with Nicola Ryan. I don't have the time to keep the pressure on, a real chore with an already really busy schedule. I'd rather an honest answer, if i'm given an install date then I can re-organise my schedule around it, but instead i'm kept in the dark.

robbie1876

My Netsource switch on is due 4th June, but got an interesting call this morning. Just happened to be at home at about 11am (normally would be in work) when a biddy from Eircom rang:

Biddy: Are you still going ahead with DSL?
Me: Yes, why?
Biddy: An engineer is at your exchange and will be upgrading your line today.
Me: Good, will there be any other delay with the line?
Biddy: No, not that you have now confirmed the DSL upgrade with us.
Me: What if I wasn't here to confirm when you rang?
Biddy: Your order would go back into the 'system'.

She wouldn't elaborate on the 'system'. Anyone else get these calls? Could this part of the reason why everyone is getting held up, because we are not at home during the day to take these 'switch on' calls?

esmonde

Hi Robbie,

Can you let us know what exchange you're on?

I'm also due for a June 4th switch-on and wondering if I can expect a similar call.

robbie1876

I'm in Portlaoise town

Rancid

Still not connected.....:(

Are Eircom making one final attempt to mess this up for me???

nahdoic

damn rancid, at least if it's not done by tomorrow, then it will have been 15 working days since your order was replaced and eircom will have to do your line.

got a new ADSL modem on wednesday and i've been flying along on netsouce ever since, it's pretty sweet having the whole place wired and wireless.

was getting download speeds of 50 kilobytes /s from netsource during the afternoon yesterday, which is probably the best my line can do.

but in the evenings it does slown down a bit, and the pings are all over the place, i'd say it'll start to settle down soon enough ... i hope.

esmonde

Thanks Robbie,

I'm Rathmines but just discovered that I'm connected.

Rancid

Originally posted by nahdoic
damn rancid, at least if it's not done by tomorrow, then it will have been 15 working days since your order was replaced and eircom will have to do your line.

Glad stuff is good for you.:)

I was so bitterly disappointed today...
I'm not connected and I'm this close to thinking this is deliberate....because my common sense tells me that Eircom *CANNOT* be this inefficient and incompetant.

Rancid

CONNECTED!!!

nahdoic

woohoo!

congrats.

and you couldn't have connected at a better time, it would appear netsource just sorted out their bandwidth and their pings. have to give it some time, but it's looking good.

enjoy!

Rancid

3 hours!
That was all I got.:(

The connection just died while I was online...
Restarted everything... the modem, the computers.... still nothing.
The internet light on my Netgear DG814 is just not on.

carbsy

Originally posted by Rancid
3 hours!
That was all I got.:(

The connection just died while I was online...
Restarted everything... the modem, the computers.... still nothing.
The internet light on my Netgear DG814 is just not on.

This sounds like an €ircon/exchange or router/line issue and what a bad time for it to happen , what with it being a long weekend 'n' all.

carb.

dwayneburke

Connected...bloody fab altogether!!! Just in time for weekend

HAPPY TIMES