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smart broadband problems

jumbobreakfast

We've been getting authentication failure messages today when we try to connect. I must check with my landlord to see if the details are correct, anyone else having trouble?

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Gvidas

Same here authentication failure, no internet all morning.

talking_walnut

Yep. Getting the same problem. Can't call they're tech support line either (get a recorded message about lines being full or something, not a busy tone).

In Galway area

iMuse

Down aswell in Letterkenny

scsa

Me too! Down since about 10.30.

Kensington

Their Network Ops Centre said there's a major hardware failure in one of their data centres, it took out the fibre circuit into our Park West office at about 10.15am this morning and it's only recently returned so the DSL issues are probably related.

delos

Seems to be back in Cork now

YFlyer

We have problems in Limerick.

My brother said it is working now in his house but not in mine.

Don't know what the router connection password is. Somebody said to me it be 1 of the numbers at the back of the box. We tried all those.

Any suggestions?

MiCr0

Still out in Dublin 9 :-(

robo

Had issues also in Dublin 8. But back since the late afternoon. But I couldn't get through to their Support or hear any recorded message - what phone number did you call?

MiCr0

working here now in d9

YFlyer

Working here in Limerick.

Used 1800 945 300. Hung up after an hour.

flynnduism

So after yesterday's outage and total lack of support or communication from the provider, what should we expect now that they've re-surfaced today?

An apology / discount / explanation? Or radio silence in the face of p1$$d off customers?

dub45

It really is disgraceful that they cannot manage a prerecorded update on the switch. Surely it cannot be that difficult to arrange?

Companies spend a fortune on marketing and advertising to get customers and then when they have them treat them with complete contempt!

iMuse

Anyone still having issues? My Internet keeps dropping every 10 minutes.

Gvidas

It's still down here in letterkenny

flynnduism

Lots of folks on twitter still seem to be having problems - I've tried to direct some of those folks to this thread, their support is so appalling I think we should be asking for some sort of discount or reimbursement for the total lack of service

I'm not at home so can't say about my own connection - but it was running ok last night once the service returned.
Shutting my router off and on sorted it out, but it could well be on it's knees again today.

flynnduism

iMuse wrote: »

Anyone still having issues? My Internet keeps dropping every 10 minutes.

Gvidas wrote: »

It's still down here in letterkenny

I've found re-setting my router (turning it off and on) at home got me back up and running, though some people are saying they ran into password problems after they did so.

I'm emailing Smart support now (phone seems fairly hopeless), I think they have utterly failed their customers here and we should be demanding details and some re-imbursement

Will customers be given any explanation about what happened to their services?

Are there any plans to improve tech and support responses in such situations?

Can we expect any reimbursement for loss of service and time wasted trying to contact non-existent support?

topper12

Still down here in Dublin 1. Tried calling yesterday and it used all my credit. Have tried restarting router but no luck. Did anyone have luck emailing them? If so what address did you mail? Thanks.

CaptainCook

topper12 wrote: »

Still down here in Dublin 1. Tried calling yesterday and it used all my credit. Have tried restarting router but no luck. Did anyone have luck emailing them? If so what address did you mail? Thanks.

Still down in Raheny, going to UPC.

flynnduism

topper12 wrote: »

Did anyone have luck emailing them? If so what address did you mail?

I emailed the general support desk address today - info@smarttelecom.ie - got an out-of-office reply saying the person was out of office until Wednesday (tomorrow).

I am currently out of the office until Wednesday 31st Oct. I will respond to you upon my return.

Regards,
Christine Mulrooney,
Residential Team Leader
cmulrooney@digiweb.ie

Ridiculous - the primary email address for the whole company seems to repoint to an individual in DigiWeb who's away on holidays.

YFlyer

Hope their not getting sloppy........................................

The Irish Times - Friday, October 26, 2012

PAMELA NEWENHAM
INDUSTRY CATEGORY: THE FOUNDER of telecoms group Digiweb has been named winner of the industry category of the Ernst Young Entrepreneur of the Year.
Colm Piercy established the telecoms and broadband firm, which operates in Ireland, the UK and Belgium, in 1997.
“It has been 15 years since I set up Digiweb. I couldn’t have imagined then that today Digiweb would be the largest independent telecoms company and I’d be here accepting this award,” Mr Piercy told the crowd.
Mr Percy told The Irish Times the judging panel comprised former winners “and top-notch business leaders, so it’s great to be recognised by them”.
Digiweb supports just under 100,000 enterprise, home, wholesale and public sector clients, and employs 148 people between its Dublin, Dundalk and London centres.
Mr Piercy said the company injected about €8.5 million in wages into the local economy, and a further €7 million in taxes to the national economy. Its turnover was €40 million in 2011, with operating profits of €8 million.
The company was initially focused on web-hosting but in the 15 years since its inception it has developed into a major independent telecoms player. A number of strategic acquisitions have been key. These include the purchase of TalkTalk, Smart Telecom, Internet Ireland and Novara, which has resulted in the successful repatriation of 40 previously outsourced jobs from Belgium and the UK.

http://www.irishtimes.com/newspaper/finance/2012/1026/1224325732984.html

dub45

Absolutely no doubt that they will win some Customer Service award next!:eek:

YFlyer

Housemate was on the 1890 number for over an hour trying to get through. His bill came to about €15.

Would there be any means of getting this reimbursed by Digiweb?

Thanks

MiCr0

any one else having this same problem again?

flynnduism

It was getting a bit patchy yesterday, at work so can't tell if there's problems today. Have changed providers away from Smart as a result of all this, just waiting for the switch-over to take place.

robo

Thankfully no more issues with Smart, stayed put with them. But cos of the issue with the Broadband, I had a closer look at my package, have always been on the €40 package but realise now that there are different ones now depending on the phone options etc, so have now changed to the €29.95 a month for phone(never use, just want for Eircom alarm) and usual broadband! Kind of a blessing in disguise!

RedRobert

robo wrote: »

Thankfully no more issues with Smart, stayed put with them. But cos of the issue with the Broadband, I had a closer look at my package, have always been on the €40 package but realise now that there are different ones now depending on the phone options etc, so have now changed to the €29.95 a month for phone(never use, just want for Eircom alarm) and usual broadband! Kind of a blessing in disguise!

Hi, thinking of getting this €29.95 package - seems to be good value. Hows it going for you? Thanks