Low speed broadband (provider couldn't care)

mle1324

First time poster here.

Basically for the past year and bit I've had Perlico broadband and have being having a lot of trouble with it in terms of downtime and speed.

I have lost count at this stage of how many times I've rang there customer care line for only to be told in the nicest way possible ''we don't care'' and that its an outside problem, nothing we can do.

I am wondering if it's worth bringing this to the attention of the relevant body who deals with such issues ? Is there any point or would I be just waisting my own time?

To say the least there service is woeful and I think its time that something be done about these companies who are not providing the service that's promised.

wmpdd3

mle1324 wrote: »

First time poster here.

Basically for the past year and bit I've had Perlico broadband and have being having a lot of trouble with it in terms of downtime and speed.

I have lost count at this stage of how many times I've rang there customer care line for only to be told in the nicest way possible ''we don't care'' and that its an outside problem, nothing we can do.

I am wondering if it's worth bringing this to the attention of the relevant body who deals with such issues ? Is there any point or would I be just waisting my own time?

To say the least there service is woeful and I think its time that something be done about these companies who are not providing the service that's promised.

All you can do is move suppliers but it could be a congestion problem with your line.

watty

Periclo is now owned by Vodafone.

It's almost all resold Eircom capacity.

Get a complaint reference number from them and then write to Comreg.

mle1324

wmpdd3 wrote: »

All you can do is move suppliers but it could be a congestion problem with your line.

Yeah It looks like its going to be that way but I still think Perlico deserve the hassle if action was to be taking, this ****e has went on long enough. Like it's the same as buying petrol at an advertised priced but not getting what you've paid for. My view on it.

watty wrote: »

Periclo is now owned by Vodafone.

It's almost all resold Eircom capacity.

Get a complaint reference number from them and then write to Comreg.

Where would I get this ? Customer service ?

foggy_lad

mle1324 wrote: »

Yeah It looks like its going to be that way but I still think Perlico deserve the hassle if action was to be taking, this ****e has went on long enough. Like it's the same as buying petrol at an advertised priced but not getting what you've paid for. My view on it.



Where would I get this ? Customer service ?

Ak them for a complaint reference number the next time you have to ring them, they are obliged to give you this. you should also be keeping logs of outages and speedtest results as well as details of all calls to them, this will help you leave them without paying any early contract termination fees.

mle1324

foggy_lad wrote: »

Ak them for a complaint reference number the next time you have to ring them, they are obliged to give you this. you should also be keeping logs of outages and speedtest results as well as details of all calls to them, this will help you leave them without paying any early contract termination fees.

Yep I did that. My broadband went down after I posted my second post earlier on so I rang them up.The chap on the phone said that he will have notify the supervisor as it could soon ( and most likely will become a comreg matter).

I'm able to leave Perlico now if i want to and will be doing so in the very near future but I think this issue still needs to be addressed.

mle1324

Well changing over doesn't seem to be much of an option now as bill payment to UPC just seems to be too awkward in terms of back accounts ect. Eircom defraud us a few years ago out of 400 euro because one of there brokers gave us a fake deal. My own fault for not taking things further. So there not an option either.

From past experience has anybody ever had any good out comes with taking cases to Comreg. Do they charge money when you make a complaint.

Perlico have offered to send out a technician on a number of occasions but if they don't find a fault they will charge €150 straight way to my bill. And to be frank its a chance not worth taking as for all I know they could either way just say there's no issue and earn themselves €150.

Doylers

Hi mle1324, maybe I can offer you some help. Im lets just say familiar in this area. Can I suggest you visit http://speedtest.magnet.ie/ and post your stats here? You might want to possibly get a mod to move the thread to a tech one. If you can get the stats and are willing to try a few things, I can suggest how to best approach perlico(vodafone) so you can get a result from them faster because I know that for any refund or discount on bills the issue MUST be fixed there's really no other way around it and ultimately customer care cant solve it because any issue on the line will continue to persist regardless of provider(unless its upc).

mle1324

Doylers wrote: »

Hi mle1324, maybe I can offer you some help. Im lets just say familiar in this area. Can I suggest you visit http://speedtest.magnet.ie/ and post your stats here? You might want to possibly get a mod to move the thread to a tech one.

Thanks Doylers.

I wanna keep this thread in this part of the forum for a little while longer as its more of a consumer issue at this stage now.

I will share the result to the speed test I just ran on the link you posted.

4085kbps Download. Assuming that means 4mb then that's about right however it doesn't always stay that way.

406kbps Upload.

47ms Ping. The only positive thing that there has ever being with this broadband is the ping.

Doylers wrote: »

If you can get the stats and are willing to try a few things, I can suggest how to best approach perlico(vodafone) so you can get a result from them faster because I know that for any refund or discount on bills the issue MUST be fixed there's really no other way around it and ultimately customer care cant solve it because any issue on the line will continue to persist regardless of provider(unless its upc).

You wouldn't mind elaborating on this more please ?

Thanks

Doylers

Hi mle1324, your download is good, generally we like the last number to be evenly divisible by 2 but font worry about that. Upload should be <=512Kb so your a good bit lower but again not many can achieve the 512Kb.

Your ping is also very good.

So what type of modem are you using? including the modem number please.

You also mentioned downtime? Meaning is it dropping for a few seconds or a few hours?


If its dropping out there's a physical issue in most cases.

mle1324

Doylers wrote: »

Hi mle1324, your download is good, generally we like the last number to be evenly divisible by 2 but font worry about that. Upload should be <=512Kb so your a good bit lower but again not many can achieve the 512Kb.

Your ping is also very good.

So what type of modem are you using? including the modem number please.

You also mentioned downtime? Meaning is it dropping for a few seconds or a few hours?


If its dropping out there's a physical issue in most cases.

Modem I'm using is Zyxel p-660hw-t1 v2.

More so a few minutes but there have being times where it could drop for an hour. This weekend gone it was particularly bad in the night time.

Doylers

Ok that modem is fine for use with perlico if they moved you onto LLU BB.

If you can log onto your modem for me please, go to the status screen and give me all the information under the heading of connection.
(go to 192.168.1.1 if modem from perlico, default password 1234).

Is the modem in the main point on the premises?

What else is plugged into phone sockets?

*Most important* Have you observed the lights when the issue arises? Can you remember exactly what the lights were doing on the modem? Was the DSL solid?

mle1324

Doylers wrote: »

Ok that modem is fine for use with perlico if they moved you onto LLU BB.

If you can log onto your modem for me please, go to the status screen and give me all the information under the heading of connection.
(go to 192.168.1.1 if modem from perlico, default password 1234).

Is the modem in the main point on the premises?

What else is plugged into phone sockets?

*Most important* Have you observed the lights when the issue arises? Can you remember exactly what the lights were doing on the modem? Was the DSL solid?

Host Name: P-660HW-T1_v2
Model Number: P-660HW-T1 v2
MAC Address: 00:23:f8:97:7e:a8
ZyNOS Firmware Version: V3.40(BEE.1) | 05/09/2008
WAN Information
- DSL Mode: ADSL2 DELT
- IP Address: **.**.***.***
- IP Subnet Mask: 255.255.255.255
- Default Gateway: N/A
- VPI/VCI: 8/35
LAN Information
- IP Address: 192.168.1.1
- IP Subnet Mask: 255.255.255.0
- DHCP: Server
WLAN Information
- SSID: PerlicoWiFi-a0d2
- Channel: 11
- Security: WPA-PSK
Security
- Firewall: Disable
- Content Filter: Disable

Everything is there except the IP which I rather not post.

Trying to post this has being hard enough with the internet dropping most of the day.

*Mods I understand this is something that should be in the broadband forum now but If you's don't mind leaving it here it would be great.*

Doylers

The information you posted isnt what im looking for but are on the same status page. Heres my stats, obviously you'll have different figures but with the same headings.

eircom broadband:Connected
DSL Mode: ADSL_G.dmt
speed: 3072 kbps /384 kbps
Line Attenuation (Down/Up): 53 dB /26 dB
DSL Noise Margin: 11 dB /24 dB
WAN IP Address: 109.77.157.50
Default Gateway: 89.19.64.135
First DNS: 89.19.64.164(ns2.vodafone.ie)
Secondary DNS: 89.19.64.36(ns1.vodafone.ie)
Tertiary DNS: 0.0.0.0

mle1324

System Uptime: 22:42:22
Current Date/Time:
System Mode: Routing / Bridging
CPU Usage:

14.29%
Memory Usage:

29%



Interface Status

Interface Status Rate
DSL Up 5120 kbps / 507 kbps
LAN Up 100M/FullDuplex
WLAN Active 54M

Forgot to say that the modem has only a normal phone wire and the power wire pluged into it.

The phone wire is connected to a box in my landing that Eircom put there. There are two sockets on it, one for the phone and the other for the modem.

Yeah the DSL light does tend to flash but that happens anytime, weather the broadband is gone or not.

Doylers

Ok the setup you have is fine, if you can get the specs like mine above asap please. One observation is you set to receive 5Mb but only getting 4Mb. Try get them specs and they may clarify why that is. If the DSL is going its signal related, DSL should always be solid.

mle1324

Doylers wrote: »

Ok the setup you have is fine, if you can get the specs like mine above asap please. One observation is you set to receive 5Mb but only getting 4Mb. Try get them specs and they may clarify why that is. If the DSL is going its signal related, DSL should always be solid.

There are no other specs. What I've posted is all there is. I looked around and still cant find anything similar to what you posted.

I have someone ringing back later from Perlico to see if they are willing to try and sort this problem out before I take things further.

Edit: the DSL is usually the problem when I run a diagnostics test, if its not that then its usually Default Gateway.

Doylers

Ok if its not on the main screen, go to Maintenance> Diagnostic > DSL Line and click DSL line status. In this format all the information will include tone information. So i only need the follow from the test
noise margin downstream:
output power upstream:
attenuation downstream:
noise margin upstream:
output power downstream:
attenuation upstream:

Hopefully someone does call and they can get it sorted there and then with you

mle1324

noise margin upstream: 24 db
output power downstream: 0 db
attenuation upstream: 14 db
tone 0- 31: 00 00 00 00 22 44 66 66 88 88 88 88 88 87 76 54
tone 32- 63: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
tone 64- 95: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
tone 96-127: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
tone 128-159: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
tone 160-191: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
tone 192-223: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
tone 224-255: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
tone 256-287: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
tone 288-319: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
tone 320-351: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
tone 352-383: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
tone 384-415: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
tone 416-447: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
tone 448-479: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
tone 480-511: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
noise margin downstream: 24 db
output power upstream: 12 db
attenuation downstream: 23 db
tone 0- 31: 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00
tone 32- 63: 00 00 00 00 33 44 45 55 55 55 55 56 66 55 66 66
tone 64- 95: 57 55 66 50 55 55 55 55 55 55 55 55 55 55 55 54
tone 96-127: 55 44 44 54 55 55 45 44 54 44 44 44 54 44 45 44
tone 128-159: 54 44 54 44 44 44 44 44 44 33 34 43 33 33 33 33
tone 160-191: 40 33 30 34 43 33 32 33 33 34 33 33 03 33 03 33
tone 192-223: 33 33 33 33 23 33 00 33 33 00 02 33 33 32 34 34
tone 224-255: 33 34 33 43 33 33 33 34 33 34 33 33 34 33 00 34
tone 256-287: 44 54 43 40 44 54 55 54 43 44 43 20 00 02 33 44
tone 288-319: 44 04 43 03 44 44 00 32 44 44 44 40 54 30 30 20
tone 320-351: 00 34 43 03 00 03 44 04 55 05 55 23 03 00 22 34
tone 352-383: 43 43 54 40 30 30 44 53 30 00 03 44 43 24 33 44
tone 384-415: 44 54 44 43 02 44 45 54 54 44 33 44 34 43 33 34
tone 416-447: 44 44 33 44 34 44 43 43 34 44 04 44 44 43 44 33
tone 448-479: 44 33 33 34 30 44 44 43 33 33 33 33 03 33 33 20
tone 480-511: 33 33 00 00 00 00 02 33 33 23 33 33 33 33 33 30
LAN Information:
IP Address: 192.168.1.1
IP Subnet Mask: 255.255.255.0

There we go

Cheers for the help btw.

Doylers

No problem

Ok so these tests indicate basically signal strength of the BB. Now remember tech support look at these figures also when troubleshooting. With you results is was most interested in:
noise margin downstream: 24 db
attenuation downstream: 23 db

I did expect to see an issue here because of the difference in the speed your set to get and the speed your receiving. This would also cause the dropping BB connection. Now your figures im actually happy with they don't indicate an issue with your profile(BB speed their giving you). So i'll sum up what needs to happen next.

Now first thing I could suggest would be to try another modem to see if the issues continues, now perlico I doubt will send you one so your would need to get one from a friend or neighbour. Id give you mine but im down in Waterford unfortunately.

Next would be to ring tech support on your mobile.
They will be able to see that your BB dropped at 8.02 because and see if the modem did the disconnect or if signal just completely dropped.

They will also do what's called a TLC, this will test the line itself to identify any interference on your line or damage to the line.

They may log a fault for an engineer to check your line, in 9/10 cases its free UP to the main telephone point in your home. So if the modem is there and the issues continues eircom should not try charge you for them checking it. Now I suggest always asking them before they enter the house will you charge me if I let you in? This will just cover you again.

When your calling if I may suggest to try go though it all. The tech agents do try their best, now I know myself its annoying when your BB is not working that your paying for. Keep on tech support, you case will stay strong if you call as much as possible.

Any other questions just let me know.:D

mle1324

Doylers wrote: »

No problem

Ok so these tests indicate basically signal strength of the BB. Now remember tech support look at these figures also when troubleshooting. With you results is was most interested in:
noise margin downstream: 24 db
attenuation downstream: 23 db

I did expect to see an issue here because of the difference in the speed your set to get and the speed your receiving. This would also cause the dropping BB connection. Now your figures im actually happy with they don't indicate an issue with your profile(BB speed their giving you). So i'll sum up what needs to happen next.

Now first thing I could suggest would be to try another modem to see if the issues continues, now perlico I doubt will send you one so your would need to get one from a friend or neighbour. Id give you mine but im down in Waterford unfortunately.

Next would be to ring tech support on your mobile.
They will be able to see that your BB dropped at 8.02 because and see if the modem did the disconnect or if signal just completely dropped.

They will also do what's called a TLC, this will test the line itself to identify any interference on your line or damage to the line.

They may log a fault for an engineer to check your line, in 9/10 cases its free UP to the main telephone point in your home. So if the modem is there and the issues continues eircom should not try charge you for them checking it. Now I suggest always asking them before they enter the house will you charge me if I let you in? This will just cover you again.

When your calling if I may suggest to try go though it all. The tech agents do try their best, now I know myself its annoying when your BB is not working that your paying for. Keep on tech support, you case will stay strong if you call as much as possible.

Any other questions just let me know.:D

I assume BB means Broadband ?

Im way ahead of yea on making sure that if they were to sent out a technician for free that they can state it in writing that it is free of charge before it happens. A little lesson I've learned when dealing with companies.

Still waiting to hear back from a senior member of the customer services.

I did have an Eircom modem when I was with them but I don't know what I done with it. I'll try and have another look around.

If there's any developments I'll post back although I'm not too optimistic on that.

Doylers

yep BB means broadband.

Your going to struggle to get it in writing. Best thing would be if your talking to an agent and he/she says yeah it will be free of charge. Your covered then because they said it and if you are charged then you get them to pull the call recording and they can credit your back on your account.

If you find the eircom one definitely try that I'll give you any settings you might require.

Call backs can take 48 hours.

Hopefully will be soon anyway.

mle1324

Still waiting for a phone call back. I rang back yesterday to see what the story was and was told that I could receive a call back from anything between 40min - 2 hours.

Joke at this stage:mad: