UPC

Rokyard · 20-02-2014 11:45pm

astrofluff wrote: »

Doesn't look great at this time of day on wifi...

Couldn't agree more mine is even marginally worse right now. Half of nothing is still nothing!

Gargamello · 20-02-2014 11:50pm

Are all you guys opening tickets with tech support?

doccy · 21-02-2014 12:01am

Gargamello wrote: »

Are all you guys opening tickets with tech support?

Will ring tomorrow to complain .. seeing as their website has crashed.

Charlie-Bravo · 21-02-2014 12:02am

I've already hassled them by phone but I don't get far with the UPC techs. 'Talk to Brian' seems to be giving more info than the standard help desk guys. I've added to Audreyp's thread http://www.boards.ie/ttfthread/2057152111

HappyDaze007 · 21-02-2014 8:49am

Its gone on too long, the support service is garbage..

A price increase for the lack of service...?

I dont know about anybody else but Im changing service provider as soon as...

Utter Sh!te UPC...!!!:mad:

LEIN · 21-02-2014 11:07am

and it's gone again. I'm getting real tired of this now.

eleMental · 21-02-2014 12:20pm

LEIN wrote: »

Yep

Is it gone again today?? working from home is becoming a nightmare with the flaky service

eleMental · 21-02-2014 12:39pm

eleMental wrote: »

Is it gone again today?? working from home is becoming a nightmare with the flaky service

On hold now for almost 20 minutes just to even talk to someone in their customer support. This is laughable.

LEIN · 21-02-2014 12:41pm

Phone is working but BB is not.

Rokyard · 21-02-2014 12:41pm

eleMental wrote: »

Is it gone again today?? working from home is becoming a nightmare with the flaky service

Yep. Its gone. I tweeted them publicly and DM'd account details and they responded very quickly that they'll investigate. But others in Delgany tweeted back they are having same outage. My wife is (Supposed to be) working from home today but can't. Bloody nightmare.

LEIN · 21-02-2014 12:43pm

Yeah, I think I might start talking to Eircom as this is outrageous in this day an age. I'll move all services to Eircom!

LEIN · 21-02-2014 12:44pm

astrofluff wrote: »

I've already hassled them by phone but I don't get far with the UPC techs. 'Talk to Brian' seems to be giving more info than the standard help desk guys. I've added to Audreyp's thread http://www.boards.ie/ttfthread/2057152111

Guys, don't forget to share on the thread linked above also.

LEIN · 21-02-2014 12:47pm

Three saving the day.

If only we had 4G.....

Rokyard · 21-02-2014 12:56pm

Response from @UPCIreland :

Hi. We've been advised that a fault has been identified and our technicians are working to resolve it. We don't have an estimated repair time yet, but hope to have service restored asap. Apologies for any inconvenience. Thanks, Sinead

fat-tony · 21-02-2014 4:30pm

LEIN wrote: »

Three saving the day.

...

If only we had 4G.....

Or maybe Vodafone eFibre

doccy · 21-02-2014 7:43pm

so heres the score .. UPC will try keep the network up ... during the day/off peak. you might even get anywhere 20 megs when most people are out and about.

Evenings? Forget about it. Broadband speeds will grind to a halt hitting the heady heights of two ... two mb. :eek: Puts a dial up connection to shame.

Meanwhile your friendly service provider will make vague assurances about engineers working on the issue at the moment and hoping to have the problem solved ASAP. oh and hoping to have network upgrades completed here in the near future. Thanks for bringing that to our notice within a window where people can break their contract due to a 15 percent rise for your 1mb broadband.

Meanwhile the advertising budget is a-okay. I have an unhealthy urge to shove my shiney thomson router up craig doyles smiley … yeah you get it idea.

Sorry for my rant Mods ... but sure if you're on UPC in Greystones it'll be 2015 before you see this message .. sorry .. I mean the near future ... hopefully.

loyatemu · 21-02-2014 11:31pm

doccy wrote: »

so heres the score .. UPC will try keep the network up ... during the day/off peak. you might even get anywhere 20 megs when most people are out and about.

Evenings? Forget about it. Broadband speeds will grind to a halt hitting the heady heights of two ... two mb. :eek: Puts a dial up connection to shame.

Meanwhile your friendly service provider will make vague assurances about engineers working on the issue at the moment and hoping to have the problem solved ASAP. oh and hoping to have network upgrades completed here in the near future. Thanks for bringing that to our notice within a window where people can break their contract due to a 15 percent rise for your 1mb broadband.

Meanwhile the advertising budget is a-okay. I have an unhealthy urge to shove my shiney thomson router up craig doyles smiley … yeah you get it idea.

Sorry for my rant Mods ... but sure if you're on UPC in Greystones it'll be 2015 before you see this message .. sorry .. I mean the near future ... hopefully.

except that we've seen them putting in fibre ducting and they've said they're about to run fibre.

doccy · 22-02-2014 1:24am

loyatemu wrote: »

except that we've seen them putting in fibre ducting and they've said they're about to run fibre.

Grand so.

lakeroad · 23-02-2014 11:58am

Spoke to UPC customer loyalty team on Friday regarding cancelling my account, in particular how long I had left on the 30 day contract break. They agreed the service was poor at the moment but it was due to storm damage and beyond their control.

They had no information on the proposed new fibre connection to Charlesland but did promise to call back later that day to confirm if it was true or not. Still waiting for call back!

I have a technician coming out tomorrow to look at the broadband so it should be interesting to hear what bull**** they come up with.

HappyDaze007 · 23-02-2014 12:08pm

The service was bad before any of the storms hit us..

Drweavil · 23-02-2014 12:52pm

I spoke with UPC last Sunday, made a formal complaint that my previous ticket had been cancelled without informing me (network quality ticket). Due to the fact I made a complaint I was also due to get a call back.

As usual the wonderful people in UPC have failed on both counts, no call, no nothing.

*I'd written a diatribe here but I've removed it as my own personal feelings on the mgmt of UPC are now unpublishable

doccy · 23-02-2014 2:39pm

The service has been degrading for awhile but the storm definitely did damage. I never got such bad speeds at peak prior to that. From a personal point of view Ill be moving out of greystones in the summer anyway, so Im not going to commit to an 18 month eircom contract.

I presume the fibre connection is coming via bray? Mid to longer term that will be the only way UPC can fix this mess. if its true they are going to bring fibre to Charlesland, they are not going to waste money fixing/upgrading the current system. The problem is the way they are dealing with their customers right now is a disgrace, and doesn't instill confidence.

Techy_1 · 23-02-2014 6:32pm

Was on to them earlier advised them of super slow speeds on laptop, xbox and phone. Ran UPC Speed test on cable connection and struggled to get over 3MB.

Here is my latest speed test:

They said they will have an engineer out to me on Wednesday.

skelly22 · 24-02-2014 11:23am

I've UPC booked in for a callout this morning & the technician just called to say he was on his way. He told me straight up he wouldn't be able to sort the broadband as it was a general problem rather than local to me & that he'd been getting it in the neck from customers for the last 14 days that's it's been down.
He assured me though that the Charlesland upgrade IS being fastracked for completion and shoudl be completed by this Friday, at which point we'll all be able to get Horizon TV, 15Omb Broadband, 134 TV channels, TV On Demand.....sounded too good to be true but he told me that it's being kept low-key and letters are being posted out to us this week. It appears they're focusing on completing the switch to cable rather than trying to repair the existing service......will be interesting to see if my broadband improves by 149mb by Friday!!

LEIN · 24-02-2014 11:36am

Thanks for sharing.

domel · 24-02-2014 1:24pm

skelly22 wrote: »

I've UPC booked in for a callout this morning & the technician just called to say he was on his way. He told me straight up he wouldn't be able to sort the broadband as it was a general problem rather than local to me & that he'd been getting it in the neck from customers for the last 14 days that's it's been down.
He assured me though that the Charlesland upgrade IS being fastracked for completion and shoudl be completed by this Friday, at which point we'll all be able to get Horizon TV, 15Omb Broadband, 134 TV channels, TV On Demand.....sounded too good to be true but he told me that it's being kept low-key and letters are being posted out to us this week. It appears they're focusing on completing the switch to cable rather than trying to repair the existing service......will be interesting to see if my broadband improves by 149mb by Friday!!

...Sound too good to be true

skelly22 · 24-02-2014 1:46pm

domel wrote: »

...Sound too good to be true

That's what I thought. He said we should expect to see a flurry of little white UPC vans in the area over the next few days putting the final touches to the upgrade so we'll see what happens.

LEIN · 24-02-2014 1:54pm

Has the cable been installed yet? I've only seen them laying the duct.

gramo · 24-02-2014 2:00pm

Just seen two white vans at the first roundabout at charlesland, looked like they where running cable. Fingers crossed we can be flying online next week lol

Plastik · 24-02-2014 2:03pm

Great news if it's true. I'm on the verge of heading elsewhere for my tv/broadband/phone package but if this happens, and quickly, I may be convinced to remain.

Rokyard · 24-02-2014 2:29pm

Ha! I got 7Mb today around 10am. I was grinning ear to ear

... then caught myself! Grrrrr ONLY 7Mb.... I was switching and that was that :mad:.

However, if they manage to get 20x that speed by Friday then I'll probably stay with them but it'll be a bloody close call. Am exceptionally pissed off.

I do feel sorry for the individual technicians though. UPC as a whole has really messed up on customer goodwill here, by not addressing the issue directly and ensuring everyone ends up complaining online for so long, whilst Intentionally not resolving the exisitng problem. Even if they called a spade a spade and said

It'll cost us too much time and money to fix it. We`ll Upgrade ye all in a week so Please bear with us.

It would have been somewhat better. At least there was a Nice Shiney Carrot to keep peoples hope up! (although that probably wouldnt stop the complaining .... but it would definitely have been less!)

HappyDaze007 · 24-02-2014 3:29pm

Can one of you good folk explain to me as I wouldn't be that clued in with computers etc..
Once this fibre is layed down, then can I get other service providers like E-fibre fom eircom or will it just be upc..

I currently have my tv with sky (which is too pricey) and suppose to have BB and phone from UPC... Im way out of contract but way out of my depth...!

Sky said they could provide up to 24mb, which is fine for me as I dont download much/anything... Like us all I just want a constant, uninterrupted service..

Its mad how many things we need the internet for... Skype, net-flicks, spotify, IP Security Camera.. PS3. all of which are hardly usable since Christmas...

Fingers crossed the previous posts are all true..;)

skelly22 · 24-02-2014 3:45pm

Just off the phone with UPC Customer Service & had it confirmed to me that the Charlesland upgrade is currently being worked on. She didn't seem as confident about it being completed this Friday as the technician did this morning but nonetheless gave next week as a more likely completion date. Was told to call back around the middle of next week. Maybe this really is going to happen after all!

loyatemu · 24-02-2014 4:09pm

HappyDaze007 wrote: »

Can one of you good folk explain to me as I wouldn't be that clued in with computers etc..
Once this fibre is layed down, then can I get other service providers like E-fibre fom eircom or will it just be upc..

the fibre being discussed in this thread is just for UPC, but separately eircom are laying fibre around Greystones for their eFibre product, (which also allows you access to equivalent services from Vodafone, Digiweb etc).

HappyDaze007 · 24-02-2014 4:56pm

Thanks for clearing that up for me...:)

LEIN · 24-02-2014 9:43pm

I can't see the upgrade happening as early as Friday but I hope it's very soon as below just too poor.

Slower that 66% of IE? :eek:

Techy_1 · 24-02-2014 10:02pm

I can go one better

lakeroad · 24-02-2014 11:02pm

As a non believer regarding the new fibre connection I received a call back at long last from UPC and they confirmed fibre will be in place by Friday, but then all the connections need to be upgraded.
I was told that it could be up to 10 days before we are up and running on fibre.
But on a positive note we should be able to access all of UPC packages now.

Mitch Connor · 24-02-2014 11:49pm

Wonder if Eden gate and Eden wood will get the UPC upgrade too. Fingers crossed.

domel · 25-02-2014 12:30pm

Finally got a letter from them about price increase (for me massive E0.01) which allows me to break contract earlier without any penalties

. Also got a leaflets with horizon tv bundles, but they probably sends it to all customers. Time to look around for new BB and phone provider.

smelly sock · 25-02-2014 12:42pm

domel wrote: »

Finally got a letter from them about price increase (for me massive E0.01) which allows me to break contract earlier without any penalties . Also got a leaflets with horizon tv bundles, but they probably sends it to all customers. Time to look around for new BB and phone provider.

How does it allow you to break the contract without penalties?

domel · 25-02-2014 12:48pm

smelly sock wrote: »

How does it allow you to break the contract without penalties?

First at all they change service charge, secondly - as from 1 april phone connections are up as well - this also allows you to cancel service without 200e fee (if you have phone with them of course), got confirmation from upc rep.

'Hi,

Yes, recent contract changes will allow you to terminate your contract within 30 days of notice being sent. As your billing period is for the 28th of each month this wouldn't come into affect for you until the 28th of March so your notice is yet to be issued.

This should be issued however to the e-mail address linked to your account. This is ......
Once you receive this notice our Customer Loyalty Team can terminate your account if you so wish.

You can find more info on terminating an account here:

http://support.upc.ie/app/answers/de...g-your-account

Thanks, Brian.

mrmright · 25-02-2014 1:59pm

With all these price increases you would think service would improve. My broadband is down again here in the park. I suppose a refund for downtime would be out of the question.

eleMental · 25-02-2014 2:01pm

UPC broadband is down again!!! This is getting ridiculous, working from home is just impossible. I'm tempted to drive around looking for the white vans rather than hold for another 25 minutes on their customer service line!!

domel · 25-02-2014 3:23pm

eleMental wrote: »

UPC broadband is down again!!! This is getting ridiculous, working from home is just impossible. I'm tempted to drive around looking for the white vans rather than hold for another 25 minutes on their customer service line!!

maybe they work on network, use 3g instead

Gordy6040 · 25-02-2014 3:53pm

dr ro wrote: »

Anyone having a problem with upc broadband? Mine's not working

mines going at 1-1.5mb instead of 25mb, there is a problem with the line comming into the house accorrding to the tech support rep i spoke to . they are sending an engineer out tomorrow. hopefully that will fix it.

tp25 · 25-02-2014 4:15pm

I don't think there is just one alienated problem.
upc at my place is down at least 6 times per day. I agree it is impossible to work from home.

with DIA we could seek a refund for downtime, not so sure about T&C's for residential contracts (perhaps if one could prove the line is used for business then maybe).

Newcomers1 · 25-02-2014 5:13pm

Read above people, just got back a few pages.

There is an area wide issue, being sorted for part number of days. An engineer in your house will be of no use to you.

When sorted, fibre will be available, therefore high speed bb and new tv services.

Yes refunds are given for the inconvenience caused. You need go ask.

Techy_1 · 25-02-2014 5:48pm

:D:D

eleMental · 25-02-2014 6:30pm

Newcomers1 wrote: »

Read above people, just got back a few pages.

There is an area wide issue, being sorted for part number of days. An engineer in your house will be of no use to you.

When sorted, fibre will be available, therefore high speed bb and new tv services.

Yes refunds are given for the inconvenience caused. You need go ask.

the problem newcomer is that when you call UPC and speak to their customer service they repeatedly tell you that they have no information about an ongoing issue in the area, that technicians are in the area and that service will be restored soon. i am currently on hold for the third time today. i was told at 2pm this was an isolated incident. i insisted it wasnt and was told a supervisor would call me back in 45 minutes. 3 hours later nothing. if their story was consistent fine, but its not, and if the people answering the phone have no info about the more serious issue affecting the area, they will insist on sending out an engineer to check your personal equipment, connection etc. they dont take people's words for it that the issue is affecting many people and their first port of call is always to check your hardware.

oh and i was told theyd review my file for a refund last week, turns out today theres not even a log of my having made the request last week

UPC

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