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NBS gone live in my area but I don't see any improvement in signal

  • 01-07-2010 12:01AM
    #1
    gn3dr
    Registered Users, Registered Users 2 Posts: 998 ✭✭✭


    Hi
    I'm in an area in Kerry that is highlighted for NBS rollout and despite calling Three a number of times they could not tell when it was scheduled to be rolled out here.
    I periodically check their NBS coverage map despite the fact that it never seemed to be updated. However to my surprise my area and the area next to me are now showing green on the coverage map - so that means rollout has been done???

    I have had Three broadband for a number of years here and the signal was very poor but I have no other options. I've had to install an external aeriel to even get the signal into the house and even at that it is very unreliable. So when I checked today to see if there was a signal improvement I found no change. In fact it was worse because of the rain.
    My question is around the fact that Three are in theory saying NBS is live but I can't see any difference in coverage.

    1) Will a standard Three broadband modem see the same signal as the NBS system - my understanding was that they are all the same signal?

    2) When an area goes live are they actually putting in more transmitters or are they relying on boosters and external antennas and failing that - satelite (that's the impression I got when I called them)

    3) Just becasue their map showing it is live here now how likely is that to be true - anyone else have experiences of the timelines involved?

    4) WHen I called customer support to complain about bad coverage they were able to tell me nothing about the NBS - they did do a check and said there were a high number of users in the area and they would log the call to get the coverage upgraded (I would have little faith anything will happen here)

    5) If I am able to get the NBS signal eventually on my standard modem is there any advantage / disadvantage in transferring my account to teh NBS system rather than the standard mobile broadband.

    Any inputs from anyone that has experienced anything similar?


Comments

  • #2
    Sponge Bob
    Banned (with Prison Access) Posts: 25,233 ✭✭✭✭Sponge Bob


    If you had 3 before then you need to get changed onto an NBS contract and they will then 'boost' your signal with boxes called repeaters if on an NBS contract.

    Repeaters are free once you have that contract and complain. Off down the shop with ya, no point ringing the tower of babble they call customer services.


  • #3
    clohamon
    Registered Users, Registered Users 2 Posts: 1,947 ✭✭✭clohamon


    gn3dr wrote: »
    Hi


    Any inputs from anyone that has experienced anything similar?

    Do you live anywhere near Castlegregory or Knocknagoshel ?

    http://www.broadbandatoz.ie/news-article.asp?id=388

    It might be that they are delaying activating EDs where they have lousy coverage if there is an exchange upgrade imminent. (Cheaper to hand you over to Eircom than pay for the satellite)


  • #4
    jor el
    Closed Accounts Posts: 16,713 ✭✭✭✭jor el


    NBS is nothing special, there is no different signal, and no different gear or modems or anything like that. All that is being done is the government has paid money to subsidise the roll out of the Three mobile phone network. An area designated as NBS can still be used by regular Three customers for phone an Internet connectivity, without being an NBS customer. There is no exclusive NBS coverage or signal.

    It's just a different contract.

    Since the NBS is designed to fit into areas that currently have no Three mobile cover, and you do have Three mobile cover (even a tiny bit) then technically you do not need NBS. If a new mast has been installed somewhere, you may not be seeing it at all, or the mast you were already connecting to has a better signal, or perhaps you are connecting to the new mast but it's every bit as bad as the old one.

    If you can get an NBS contract, then do as Sponge Bob says; complain about the signal (if it's still bad) and get the repeater installed. This might not actually do much, but it's all you can do.


  • #5
    gn3dr
    Registered Users, Registered Users 2 Posts: 998 ✭✭✭gn3dr


    Thanks for the replies.
    Not near Knocknagoshel - I'm on the Farranfore exchange which is already enabled but I'm too far and there are some repeaters in the eircom line which mean broadband won't get here. (Believe me I have been down this road a number of times)

    I can't get a reliable Three signal so it is right that the area is NBS covered.

    I'm guessing that the Three repeaters are not going to do anymore than my current external antenna which is worrying for any hope of me getting a signal.

    I'll sign up for the NBS and see what happens - I assume they have a 14 day get out clause on this as well.


  • #6
    drunkmonkey
    Registered Users, Registered Users 2 Posts: 28,501 ✭✭✭✭drunkmonkey


    gn3dr wrote: »

    I'll sign up for the NBS and see what happens - I assume they have a 14 day get out clause on this as well.

    You need to go down to your nearest NBS stockist and ask them what's happening in the area they will have the local knowledge and be able to help you in getting hooked up properly, depending on what type of modem you have you may need to upgrade, if your using an e180, e122 or a mifi that will do fine for NBS.
    If you've got one of those modems already call customer care on 1913 and get them to convert your contract from an ordinary consumer account to a national broadband account. (this is not renewing your contract). It takes about 24hrs before your account is converted and then you can call the national broadband helpline on 1913 option 5 then option 2.
    There going to do the usual troubleshooting and then when there satisfied you have it installed properly they will raise the issue to the network team, they will then come back and tell them, send a repeater, send an engineer etc.
    Do this today and you should be some way better off in 7 days.

    The 14 day get out clause kinda goes out the window as it may take longer than that before your fully sorted. Just remember this is a 2 way contract, you are in contract with them and they are in contract with you to provide a certain level of service under NBS. You need to work with their tech support to get your connection sorted.


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  • #7
    gn3dr
    Registered Users, Registered Users 2 Posts: 998 ✭✭✭gn3dr


    Thanks for replies
    I signed up for NBS last Sat. Escalated the lack of signal (that took two attempts over 2 nights and about 45 mins an attempt).
    So now I have a case number and it's in their hands. They have comitted to having it fixed within 5 working days.

    It's crazy really though that they are flagging areas as being live when they haven't increased coverage to these areas. In my case they could have just sold me teh contract last year becasue my signal was the same then.

    We'll see what happens.


  • #8
    drunkmonkey
    Registered Users, Registered Users 2 Posts: 28,501 ✭✭✭✭drunkmonkey


    When you say lack of signal do you mean no signal or the modem is only showing one or 2 bars of reception, what's the speeds like, I presume your using an e122, are you using the cable that came with it?


  • #9
    gn3dr
    Registered Users, Registered Users 2 Posts: 998 ✭✭✭gn3dr


    drunkmonkey wrote: »
    When you say lack of signal do you mean no signal or the modem is only showing one or 2 bars of reception, what's the speeds like, I presume your using an e122, are you using the cable that came with it?

    The modem will only show 1 bar max but more often than not no bars and no signal. If I go out to the garden I might get one bar. Bringing it back inside teh signal will drop.

    It is an e122 - it generally is showing the same behaviour and signal sensitivity as my first modem which is an E220.

    I haven't been using the cable supplied with the E122.


    Last speedcheck I did (when I was on the phone to Three) gave results of 0.05Mbps download and 0.02Mbps upload.


    I use a Poynting high gain antenna with the E220 and this brings the signal into the house but it it is still not fast - on a good day I might get 0.25 Mps download.
    This doesnt work with the E122 because I don't have the right adapter cable yet.
    I'm hoping that Three's solution will be better than my current system but my feeling is that satelite will be the only way I get a more reliable service.


  • #10
    drunkmonkey
    Registered Users, Registered Users 2 Posts: 28,501 ✭✭✭✭drunkmonkey


    Sounds like it might be satellite that's needed, try the cable with the e122, I don't think it'll make much difference in you case but worth a try.

    Is is possible the antenna you're using it taking away the signal from the e122, did you try it without the antenna in use?


  • #11
    Walkman
    Registered Users, Registered Users 2 Posts: 4,224 ✭✭✭Walkman


    gn3dr wrote: »
    Hi
    I'm in an area in Kerry that is highlighted for NBS rollout and despite calling Three a number of times they could not tell when it was scheduled to be rolled out here.
    I periodically check their NBS coverage map despite the fact that it never seemed to be updated. However to my surprise my area and the area next to me are now showing green on the coverage map - so that means rollout has been done???

    I have had Three broadband for a number of years here and the signal was very poor but I have no other options. I've had to install an external aeriel to even get the signal into the house and even at that it is very unreliable. So when I checked today to see if there was a signal improvement I found no change. In fact it was worse because of the rain.
    My question is around the fact that Three are in theory saying NBS is live but I can't see any difference in coverage.

    1) Will a standard Three broadband modem see the same signal as the NBS system - my understanding was that they are all the same signal?

    2) When an area goes live are they actually putting in more transmitters or are they relying on boosters and external antennas and failing that - satelite (that's the impression I got when I called them)

    3) Just becasue their map showing it is live here now how likely is that to be true - anyone else have experiences of the timelines involved?

    4) WHen I called customer support to complain about bad coverage they were able to tell me nothing about the NBS - they did do a check and said there were a high number of users in the area and they would log the call to get the coverage upgraded (I would have little faith anything will happen here)

    5) If I am able to get the NBS signal eventually on my standard modem is there any advantage / disadvantage in transferring my account to teh NBS system rather than the standard mobile broadband.

    Any inputs from anyone that has experienced anything similar?

    You may be in a repeater area, you need to call into one of their stores ir a CPW and they'll be able to check for you.


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  • #12
    gn3dr
    Registered Users, Registered Users 2 Posts: 998 ✭✭✭gn3dr


    Well to give an update - 3 escalated the call their "network team" and sent me out a repeater. That didn't work either (as suspected) - it wouldn't bring the (minimal) signal into the house.

    So their next step is an antenna (- which is basically what I have already and I know that doesn't work great)
    Then they are looking at satelite. Unfortunately even though I know the antenna won't work properly they want to proceed step by step. Including possibly sending out one of their techs at some stage.

    At least the whole thing is progressing forward a bit - although very slowly. Their customer service is not too bad to be fair - compared to some of the stuff I've read on here.
    What is annoying is that they have rolled this out here and have not seemed to do any pre checks in the area as regards signal levels in different parts. I mean the newly switched on electoral areas as not that big and doing the pre work would save so much time and money in the long run.

    Two more questions:

    1) I know the satelite option costs them money but in people's experience how much resistance do they put up to actually going this way?

    2) If they do decide to go with satelite for me then is it actually any good? e.g does it meet the advertised d/l speeds ot 1Mb consistently. Does it get affected by rain like the 3 signal?


  • #13
    Matt Bauer
    Registered Users, Registered Users 2 Posts: 628 ✭✭✭Matt Bauer


    With satellite, you can forget real time applications like gaming and VoIP. And satellite is affected by clouds and rain, though this can be overcome by installing a larger dish. I used to have business grade satellite a few years ago, which cost €300 a month, and it wasn't great.

    Don't assume their antenna won't work. They may have a more "professional" one than you do...


  • #14
    mshaw43488
    Closed Accounts Posts: 32 ✭mshaw43488


    hi gdn3dr, i was in excatly the same position as you , i got the dongle at the end of april and i was only getting 1 bar and speeds were very poor. they then sent me out a repeater which was positioned at my windo facing towards the mast. with the repeater igot full signal but speeds were still awfull. i thenfoned 1913 back and they sent out someone from Sure COM , the done some tests moved the repeater etc with still no luck so the guy foned his boss and he agreed to put up an externall antenna. things improved alot during the day but was unusable in the eve extremly slow. foned 3 back again and they aranged for a three engineer to come out which day (only took a few dayas). he did more tests was here for about 2 hrs. he said i was between 2 sectors and thats why speed is bad and he said there was no other option than satellite which iam getting this fri. it takesaround 10 days from when they agree untill its fitted. the company that fits it are satellite broadband ireland and there very friendly. i also have to say the cust serv from three has been excellent and they have done everything they said they would do its just a matter of patience and they will do there best for you. i ahve also sopken to some1 who i know has the tooway service and they said its great speed not dropping below 3mb and skype is usable . if you needany help give me shout and ill help you out. remember sat has moved on alot from what it used to be they only prob is the download allowance but i have heard rumours this is increasing in the autum when they launch a new satellite. hope this all helps


  • #15
    watty
    Registered Users, Registered Users 2 Posts: 32,460 ✭✭✭✭watty


    December is launch. maybe even next year.

    It also has to succeed. Avanti Hylas


  • #16
    gn3dr
    Registered Users, Registered Users 2 Posts: 998 ✭✭✭gn3dr


    Cool. Thanks for the replies.

    I'm not into gaming and haven't used VOIP yet so that wouldn't bother me too much although the more speed the better obviously.

    mshaw43488 thanks for letting me know your story. The timeline from end of April until July is a bit concerncing though. But I really have not other options at the moment.



    Thanks again for all the feedback.


  • #17
    gn3dr
    Registered Users, Registered Users 2 Posts: 998 ✭✭✭gn3dr


    Just to update - for people who might be in a similar position. The aeriel installers came around last Friday and checked signals with any of teh Three masts around here. After speaking to Three netwrok people they pointed their booster towards Castleisland (which is further away) rather than Tralee.

    End result, to my surprise, was that they managed to get me a signal - download speeds were about 0.8Mbps when they left. They marked their service report as still being open and said to monitor it for a while.

    I've been taking speed tests every so often and speed is varying between 0.4M & 2.3M mostly arount teh 1M arek or slightly lower. I knwo this is below the contracted. I'll monitor for a whiel more before deciding to get back to them or not.

    it is infinitely better than what I had and it doesn;t drop off so far if it rains (in fact it seems to sometimes be faster when it rains!)

    Here's a few examples of my speed tests

    Date Time Upload Download Ping
    16/07/2010 22:01 0.28 0.35 431
    16/07/2010 22:03 0.32 0.34 114
    16/07/2010 22:14 0.58 0.06 102
    16/07/2010 22:32 0.21 0.23 82
    16/07/2010 22:45 1.54 0.03 89
    17/07/2010 09:28 2.36 0.18 80
    18/07/2010 01:27 1.29 0.98 101
    18/07/2010 09:59 2.33 1.38 69
    20/07/2010 19:19 0.44 0.03 106
    20/07/2010 20:23 0.72 0.69 102
    21/07/2010 18:10 0.37 0.06 320
    22/07/2010 01:18 1.29 1.25 91
    22/07/2010 07:39 1.3 0.09 98
    22/07/2010 15:27 1.74 1.29 86


  • #18
    watty
    Registered Users, Registered Users 2 Posts: 32,460 ✭✭✭✭watty


    They (3) are legally obliged to provide the Satellite service to those in NBS area with less than 1.2Mbps 3G signal...

    0.8Mbps is breach of NBS contract


    Signal level is not relevant. Only speeds and Latency. It also must be "Always on", always connect. Inherently 3G is a mobile service thus can't provide this! Nor can 3's mobile service provide the 36:1 contention (sales per area, not users connected!)

    Minimum for 3G "Dongle", MiFi, or Repeater users in NBS area 
    Minimum Service provided by a Device
1 Minimum download speed – minimum speed in Mbps that files are 
downloaded by a Customer from the Internet at 3’s ISP.  
[B]1.2 Mbps[/B]
2 Maximum contention ratio – maximum number of Customers that may be 
sharing the Service at any one time*. 
[B]36:1[/B]
3 Minimum upload speed – minimum speed in which files are uploaded by 
a Customer to the Internet at 3’s ISP.
[B]200Kbps[/B]
4 Always On [Yes / No] [B]Yes[/B]
5 Minimum Data Cap (Uncharged) [B]15GB – Data Cap (Uncharged) 
12GB download, 3GB upload[/B]
6 Latency – The maximum round trip delay of a packet (ms) from the 
Customer to the Internet and back.
[B]~120ms**[/B]


    I'd check too that these agree with the NBS contract from Government with 3 as these are the 3 contract with you, not a direct copy of the NBS spec, which they should be.

    If someone had enough money they could take Government and 3 to court and win as 3 only have a Mobile Phone service with iHSPA running on it and inherently it's impossible for it to meet the NBS spec.

    Only the satellite part of 3's service has any chance of meeting NBS spec, and they have messed up on that too.

    Get back and pester them.

    You have not got Broadband. They are legally contracted to provide broadband or else are taking Taxpayers money from EU and Irish Government under false pretences.

    They are getting a handsome subsidy to roll out their phone network on the basis that it's Broadband for NBS.

    * The Government specified is sales contention per mast sector, not actual connections at same time.
    ** There is no "Approximate" on the Government contract. It's a hard limit.

    See also http://www.boards.ie/vbulletin/showpost.php?p=67062998&postcount=2

    The Government Contract for NBS is paying 3 to deliver "Broadband". Not Mobile Dial up.


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