UPC Issues

johnc24

Well Folks the "engineer" called out, and oh sweet divine, he knew nothing. He could not get in and out of the house quick enough!

According to him, from looking at 192.168.1.1 the levels are ok. He said it was not a service issue, that the lads in tech need to sort something out.

Called them up and was told to ring later when the speed drops so they can persue the issue further.

The engineer did nothing apart from look at 192.168.1.1 and I had to wait a 4 days for that!

I will call them later and see but my patience is getting thinner and thinner by the hour!

Who do they have workin for them seriously....now we understand why education is important.

disco girl

Hmmm sounds suspiciously like the lads that called here!!!

Sure they were even trying to blame the baby monitor on the drop in speeds.....

I'm still waiting for someone from the network crew to ring me....they have 1 hour and 5 mins before I get on to speak to a supervisor in UPC.....

My speeds have gone back to normal this morning....but I'm getting an intermittent service, and every now and then I have no phone and no broadband....

It's getting beyond a joke now....

paulm17781

disco girl wrote: »

they have 1 hour and 5 mins before I get on to speak to a supervisor in UPC.....

While I understand your sentiment, you are assuming a supervisor will talk to you. This is a rare, rare occurrence with UPC.

disco girl

paulm17781 wrote: »

While I understand your sentiment, you are assuming a supervisor will talk to you. This is a rare, rare occurrence with UPC.

Well I'm hoping to get to speak to one......and I'll keep ringing them until I get one! I'm done being fobbed off now...

Karmafaerie

vibe666 wrote: »

well, for one, someone on a support desk who is dumb enough to think that his unplugged router is having an effect on his connection when his pc is directly connected to his modem (which it was during testing, maybe you should READ the OP's first post before commenting???) isn't likely to even know what a MAC address is so i don't think he's in any danger there. :rolleyes:

either that, or the support guy was fobbing him off because he knows that there are widespread problems since the 30mbps upgrades and either doesn't care, can't or won't do anything about it and was therefore already lying to the OP.

Do you know what irony is?

Cause you're telling the OP to lie and yet seem shocked with the very suggestion that people who work in call centers will assume that the OP is.........lying!!!!!

Speaking as somebody who has worked in a mobile phone call center before, allow me to tell you, that on average, 1 out of every 3 callers lie to you.
(as aptly pointed out by you)
So you get to the stage where you don't believe customers off the bat.
When you prove dozens of customers wrong on a daily basis, you start to notice a patern.

For every caller you get that knows what they are talking about, you get a lot more that really, really, don't.

So the reason that the agents ask to go through certain procedures with you, is that they need to discover if you are lying or not.


This may come as a shock to you Vibe, but a random stranger ringing up over the phone, saying that they have ran particular tests, is never going to be taken at face value.

Put yourself in their shoes.
If you worked in the cebter, and so far that day had 10 people tellling you that they were having problems, and had ran tests themselves, and yet when you go through the checks with them, you discover no problem, and proove to the customer that it is an external issue.
Would you take the word of caller nuimver 11?
Or would you go through the checks again.

People calling into call centers always seem to forget that this is their first call of the day, while the person on the other end has heard this call 50 times a day, 5 days a week, 52 weeks a year, etc etc etc......


So you encouraging somebody to lie, is beyond a joke.

vibe666 wrote:

and for two i seem to remember specifically telling him not to lie.

Yes Vibe.
Of course you did.
And the cute little winly face was cause you had something in your eye I'm sure!:rolleyes:

dancin

Disco girl, You should log a complaint. I had loads of problems with their hd service in august, eventually got sick of worthless calls to support and logged a complaint. That really stirred them up and i had someone from complaints ringing me.back and following up on stuff until it was fixed.

Gallagher5

These guys are soo difficult to deal wit. Nightmare.

disco girl

Right, after speaking to them today....it is an area problem.....it's with the Network crew and the estimated time for the issue to be resolved is Friday 23rd April. Once this issue has been resolved, my intermittent connection for phone and broadband will be fixed and the speeds that are slowing from 6pm onwards should be fixed also..........

Yeah, we'll see.......

BostonB

Its an area problem...unfortunately the area is the whole of Ireland.

MrVestek

disco girl wrote: »

Sure they were even trying to blame the baby monitor on the drop in speeds.....

If that baby monitor opperates on a frequency of 2.4Ghz then it could have been causing interference with the wifi on your UPC DOCSIS router so they could have been correct were it not already a service issue.

disco girl

Achilles wrote: »

If that baby monitor opperates on a frequency of 2.4Ghz then it could have been causing interference with the wifi on your UPC DOCSIS router so they could have been correct were it not already a service issue.

The monitor is not switched on all day only from 8:30pm at night time......which didn't explain the intermittent/loss of phone/bb connections during the day...the problem also occurred on the pc that is wired to the modem.

To me I felt they were second guessing, saw the baby and asked did we use a digital monitor....we use the old Tomy walkabout one....nothing fancy here!!

disco girl

Speeds taken at almost an hour apart.....for comparison

AnimalRights

Karmafaerie wrote: »

CENTRE

:rolleyes:

Stevek101

Back to the same old ****. Was fine from 1AM till now...

IrishTonyO

Since I got them to put me back on 10mb instead of 15mb am getting almost full speed at all times. When I was on 15mb was getting 2-5mbs peak times

bryaner

Same as.

AnimalRights

[19:54] <Rocket---> :
[19:55] <Janer> on phone to ntl
[19:55] <Janer> stage 2 agent lol
[19:55] <Rocket---> ah... good.
[19:55] <Rocket---> I forgot to ring them.
[19:55] <Janer> just got thru to him
[19:56] <Janer> 29 mins in total now
[19:56] <Rocket---> how did you get to him?
[19:56] <Rocket---> 1908
[19:56] <Janer> stage 1
[19:56] <Janer> lol
[19:56] <Rocket---> ?
[19:56] <Janer> ya
[19:56] <Rocket---> my speed right now is 3.83
[19:58] <Janer> been moved to agent 3 now
[19:58] <Janer> agent 2 was away for 2 weeks
[19:58] <Janer> pmsl

AnimalRights

Stevek101 wrote: »

Back to the same old ****. Was fine from 1AM till now...

This is it, from 1am it's fine but by 6.30pm it's sh1t, every1 who phones in needs to say this.

IrishTonyO

AnimalRights wrote: »

[19:54] <Rocket---> :
[19:55] <Janer> on phone to ntl
[19:55] <Janer> stage 2 agent lol
[19:55] <Rocket---> ah... good.
[19:55] <Rocket---> I forgot to ring them.
[19:55] <Janer> just got thru to him
[19:56] <Janer> 29 mins in total now
[19:56] <Rocket---> how did you get to him?
[19:56] <Rocket---> 1908
[19:56] <Janer> stage 1
[19:56] <Janer> lol
[19:56] <Rocket---> ?
[19:56] <Janer> ya
[19:56] <Rocket---> my speed right now is 3.83
[19:58] <Janer> been moved to agent 3 now
[19:58] <Janer> agent 2 was away for 2 weeks
[19:58] <Janer> pmsl

anyone understand this?????

bryaner

IrishTonyO wrote: »

anyone understand this?????

Lol nope!

Stevek101

They're obviously throttling the connections for everyone now.:pac:

AnimalRights

That Tony was an online discussion with a friend, 56 minutes I had to relieve my boredom with IRC, internet relay chat, here is some more, just off the phone from NTL!
Can you imagine quiter people going thru all the hassle that us lot go thru?
I'd imagine the people that are complaining are just the tip of the iceberg!


[20:11] <Janer> ntl waste of time
[20:11] <Rocket---> talk to anyome?
[20:12] <Janer> ya they cant see anything
[20:12] <Janer> im making official complaint
[20:12] <Rocket---> speed now?
[20:12] <Janer> he wanted me to phone tech support
[20:12] <Janer> lol
[20:12] <Janer> 95c a min
[20:12] <Rocket---> lol
[20:13] <Rocket---> email them every day instead
[20:15] <Janer> i will
[20:16] <Janer> he said once i phoned it nullified the email, even that has proof of my slow speeds, he won't budge to next stage of complaint cos he cant see anything wrong with my line.
[20:17] <Janer> speed is 2.77
[20:17] <Rocket---> yah... the speed is the thing thats wrong
[20:19] <Janer> 53 mins on phone now
[20:19] <Rocket---> ((
[20:20] <Janer> i got another supervisor, can't see anything wrong bla bla
[20:20] <Rocket---> so why the low speeds????? lol
[20:20] <Janer> i did'nt give him a chance to give me bullsh1t
[20:21] <Janer> he is now accepting my official complaint after i refused point blank to phone tech support, back to agent 2 now, taking said complaint,
[20:22] <Rocket---> haha!!
[20:22] <Janer> ok complaint thru
[20:22] <Rocket---> )




Hope this one is easier to understand TonyO!

disco girl

I've just had 15 mins of no broadband or phone service......it's beyond a joke now...:mad:

johnc24

Just for the record



I logged a issue this evening, expect a call back tomorrow from tech.

what do you have to do to get through tho these people...

@disco girl : In an earlier post you mentioned about upgrade works been done in the swords area, to be finished by April 23rd. Is that correct?

I will query the tech that hopefully calls tomorrow.

saltie

Yep same here again tonight. Getting out of hand. Will ring tomorrow

[URL="[URL=http://www.speedtest.net][IMG]http://www.speedtest.net/result/787659182.png[/IMG][/URL]"][/url]

disco girl

johnc24 wrote: »

I logged a issue this evening, expect a call back tomorrow from tech.

I'm still expecting 2 calls from them (going back to the 23rd & 30th March).....I wouldn't hold my breath!!!

johnc24 wrote: »

@disco girl : In an earlier post you mentioned about upgrade works been done in the swords area, to be finished by April 23rd. Is that correct?

I will query the tech that hopefully calls tomorrow.

No they're not doing upgrades..that was just what 1 cust rep told me, I was subsequently told that there are no upgrades being done in Swords at the mo.

I was told that there was a fault in the area and that the Network crew have it down on the system to be resolved on or before the 23rd April. The issues to be resolved are the intermittent/loss of broadband and phone (for me) and the issue around the slow speeds from 6pm in the evening.......

Honestly though at this point I'll believe it when it's done....

Captain Chaos

Here is my current speed on the 10meg package. What a p!ss take:mad:.

It got slow at around 4pm and now this sh!t. I can just about browse this site but the amount of errors is shocking.

But on the up side I have 0 packet loss and only 4ms jitter on the line.

And dropping.



And now my upload speed is back to where it should be. Something big is wrong on the UPC network. Shame they have so many monkeys working for them.



This is fantastic, its still getting slower. I'll try to keep going till it dies a slow death.

disco girl

And getting lower....

Stevek101

And slower...

pedro ferio-vti

Having the same issues here. Just really bad packet loss mainly which affects everything I try to do online. Speedtest sucks also. I'm presuming everybody that is having issues is on the premium 20/30mb package like myself. Just sent an order to downgrade us to the 10/15mb product instead. Been with UPC for 2 years, had some issues but this last week has been a nightmare really from 6-7pm onwards each evening.

>ping www.boards.ie -t

Pinging www.boards.ie [89.234.66.107] with 32 bytes of data:

Reply from 89.234.66.107: bytes=32 time=12ms TTL=58
Reply from 89.234.66.107: bytes=32 time=12ms TTL=58
Request timed out.
Reply from 89.234.66.107: bytes=32 time=14ms TTL=58
Reply from 89.234.66.107: bytes=32 time=13ms TTL=58
Reply from 89.234.66.107: bytes=32 time=20ms TTL=58
Reply from 89.234.66.107: bytes=32 time=17ms TTL=58
Reply from 89.234.66.107: bytes=32 time=12ms TTL=58
Reply from 89.234.66.107: bytes=32 time=14ms TTL=58
Reply from 89.234.66.107: bytes=32 time=11ms TTL=58
Request timed out.
Reply from 89.234.66.107: bytes=32 time=21ms TTL=58
Reply from 89.234.66.107: bytes=32 time=13ms TTL=58
Reply from 89.234.66.107: bytes=32 time=10ms TTL=58
Reply from 89.234.66.107: bytes=32 time=12ms TTL=58
Reply from 89.234.66.107: bytes=32 time=12ms TTL=58
Reply from 89.234.66.107: bytes=32 time=15ms TTL=58
Reply from 89.234.66.107: bytes=32 time=12ms TTL=58
Reply from 89.234.66.107: bytes=32 time=14ms TTL=58
Reply from 89.234.66.107: bytes=32 time=14ms TTL=58
Reply from 89.234.66.107: bytes=32 time=11ms TTL=58
Reply from 89.234.66.107: bytes=32 time=13ms TTL=58
Reply from 89.234.66.107: bytes=32 time=11ms TTL=58
Reply from 89.234.66.107: bytes=32 time=11ms TTL=58
Reply from 89.234.66.107: bytes=32 time=10ms TTL=58
Reply from 89.234.66.107: bytes=32 time=11ms TTL=58
Reply from 89.234.66.107: bytes=32 time=10ms TTL=58
Reply from 89.234.66.107: bytes=32 time=12ms TTL=58
Reply from 89.234.66.107: bytes=32 time=11ms TTL=58
Reply from 89.234.66.107: bytes=32 time=13ms TTL=58
Reply from 89.234.66.107: bytes=32 time=15ms TTL=58
Reply from 89.234.66.107: bytes=32 time=14ms TTL=58
Reply from 89.234.66.107: bytes=32 time=13ms TTL=58
Reply from 89.234.66.107: bytes=32 time=10ms TTL=58
Request timed out.
Request timed out.
Reply from 89.234.66.107: bytes=32 time=12ms TTL=58
Reply from 89.234.66.107: bytes=32 time=12ms TTL=58
Reply from 89.234.66.107: bytes=32 time=12ms TTL=58
Request timed out.
Reply from 89.234.66.107: bytes=32 time=12ms TTL=58
Reply from 89.234.66.107: bytes=32 time=14ms TTL=58
Reply from 89.234.66.107: bytes=32 time=11ms TTL=58
Request timed out.
Reply from 89.234.66.107: bytes=32 time=13ms TTL=58
Reply from 89.234.66.107: bytes=32 time=18ms TTL=58
Reply from 89.234.66.107: bytes=32 time=14ms TTL=58
Reply from 89.234.66.107: bytes=32 time=20ms TTL=58
Reply from 89.234.66.107: bytes=32 time=11ms TTL=58
Reply from 89.234.66.107: bytes=32 time=14ms TTL=58
Reply from 89.234.66.107: bytes=32 time=15ms TTL=58

Ping statistics for 89.234.66.107:
Packets: Sent = 81, Received = 75, Lost = 6 (7% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 24ms, Average = 13ms



EDIT: This is from Coolock area northside of Dublin