Serious help needed. Please. Eircom Broadband.

Jimmy Two Face

I am on eircom with a 7mb home package. For the last 3 months I have been having some serious issues with broadband. Serious fluctuating speeds ranging from 6mb to 0.3. Rang tech support about it several times. A technician has been out 4 times but can not find a problem and threatened to charge for the next visit. A technician came out yesterday morning, said he was going to check the exchange down the road and said he would ring my housephone. He never rang. Since then my connection has been getting a constant 0.5mb speed. A different Technician came out today I was not here but a different family member was and said that he could not find a problem and that he would charge for the next visit. I have no idea what to do please help. I even reset my laptop to its factory settings to make sure that that was not the issue. Any help would be greatly appreciated.

dub45

Jimmy Two Face wrote: »

I am on eircom with a 7mb home package. For the last 3 months I have been having some serious issues with broadband. Serious fluctuating speeds ranging from 6mb to 0.3. Rang tech support about it several times. A technician has been out 4 times but can not find a problem and threatened to charge for the next visit. A technician came out yesterday morning, said he was going to check the exchange down the road and said he would ring my housephone. He never rang. Since then my connection has been getting a constant 0.5mb speed. A different Technician came out today I was not here but a different family member was and said that he could not find a problem and that he would charge for the next visit. I have no idea what to do please help. I even reset my laptop to its factory settings to make sure that that was not the issue. Any help would be greatly appreciated.

What are your line stats? do you use wifi or cable to connect to the modem?

Jimmy Two Face

dub45 wrote: »

What are your line stats? do you use wifi or cable to connect to the modem?

ADSL link status: up

Opmode: ITU G.992.1(G.DMT)

near-end interleaved channel bit rate: 7168 kbps
near-end fast channel bit rate: 0 kbps
far-end interleaved channel bit rate: 384 kbps
far-end fast channel bit rate: 0 kbps

near-end FEC error fast: 0
near-end FEC error interleaved: 0
near-end CRC error fast: 0
near-end CRC error interleaved: 0
near-end HEC error fast: 0
near-end HEC error interleaved: 0
far-end FEC error fast: 0
far-end FEC error interleaved: 0
far-end CRC error fast: 0
far-end CRC error interleaved: 0
far-end HEC error fast: 0
far-end HEC error interleaved: 0
ADSL uptime : 2:48, 3 secs
ADSL activetime :0 min, 12 secs

Downstream:
relative capacity occupation: 65%
noise margin downstream: 225 0.1db
output power upstream: -10 0.1dbm
attenuation downstream: 90 0.1db

Upstream:
relative capacity occupation: 45%
noise margin upstream: 150 0.1db
output power downstream: 155 0.1dbm
attenuation upstream: 60 0.1db

Bit table:
carrier load: number of bits per tone
tone 0- 31: 00 00 00 00 02 35 77 77 88 78 88 87 77 76 66 32
tone 32- 63: 00 00 24 56 67 78 89 9a aa aa aa aa aa aa aa aa
tone 64- 95: 0a aa aa 8b aa aa aa aa aa ba bb ba aa bb aa bb
tone 96-127: bb bb ab aa aa aa aa aa aa aa aa aa aa aa aa 99
tone 128-159: 99 99 99 99 99 99 99 99 99 99 99 99 99 a9 99 99
tone 160-191: 99 a9 99 99 99 99 99 99 99 99 99 99 99 99 99 99
tone 192-223: 99 99 99 99 99 99 99 99 9a a9 9a aa aa aa aa aa
tone 224-255: aa aa aa 88 88 aa aa a8 9a aa aa 99 97 78 77 64

near end itu identification: 26005443544e0000
far end itu identification: b5004244434d6193
attain upstream: 1280
attain downstream: 12480

ADSL activetime second: 12
ADSL total ativetime second: 12
ADSL quarter hour ativetime second: 227
ATURANSIRev: 0
ATUCANSIRev: 1
ATURANSIStd: 0
ATUCANSIStd: 0
Interleave Depth: 64

I think this what you are looking for when you ask for stats? I'm not too sure sorry. Laptop connected via wifi desktop connected via ethernet. Both have same problems. Thanks for reply.

sedric

There are a few things I would suggest.

I would email them to have a record, in case of later issues about charging.
You may also have a claim back on their customer charter.

1. Get a screen dump of an eircom speed test and email them to show your low speed. Tell them a technician was out, did nothing, apparently, and then the follow up technician simply threatened to charge without confirming that he had found the speed to be ok, or taken any action to resolve.

2. Ask them what he did, he should have tested from the socket in your house, he will not test your pc or internal wiring.

3.Try a friend's PC, that you know is ok e.g. laptop on your connection to eliminate your PC as a source of problem.

4. If the problem is intermittent, tell them that in the email. Otherwise you get a cycle of call outs who apparently find nothing, If there's any pattern to the drop in speed note it e.g. time of day .

5.Take a little time to write down your experience, if it's not resolved you can escalate and they will get heavier technical hitters in.

Good luck

wush06

Also some good reading at this site.

http://www.kitz.co.uk/adsl/linestats.htm

Jimmy Two Face

Thanks very much! I'll let you know how I get on.

Nothingbetter2d

tell them if your charged you cancel your sub as your not getting what your paying for.

scaramouche

I spoke to a chap from Comreg today about my slow Eircom broadband speeds (about 0.7Mbs) with a NGB regular package (up to 8Mbs). He said that if Eircom don't specify a minimum download rate then it's difficult to get out of the contract. He'll follow up with eircom. It seems crazy that they can get away with these slow speeds and not be in breach of contract.

S

sedric

Hi,
Generally eircom and all other broadband providers in Ireland, and to a large extent BT in the UK use the term "up to x Mb/s".
This means that they are giving the maximum speed in the product description NOT the speed as experienced on a particular line at a particular time.
This explains COMREG's comments which reflect the reality of the situation... so what can you do?

Well, your original post implied that your speed was variable so , your line is capable of higher speeds. It also implies that intermittently your line, due to degradation or interference, limits the speed .

If you want to progress this, then your understandable complaint to eircom will have to deal with this variability.

Don't give up, don't lose patience, you are paying!, get clinical and write to them .

Best of luck.

RangeR

OP. Are you connected to your router over WIFI or cable? If WIFI, check Wired.

I don't mean much too disrespect to eircom but [from experience] most of their engineers are cabling [read : hardware] guys. They don't know much about the logical data on the wire. They will make a call to your landline and if there is no "noise", the line is perfect.

D'Peoples Voice

Jimmy Two Face wrote: »

For the last 3 months I have been having some serious issues with broadband. Serious fluctuating speeds ranging from 6mb to 0.3.

Now had you taking the time to register for this survey
you would have nice monthly reports into the unreliability of your line.

It is for people like you that these reports/surveys are undertaken,
its such a shame that Comreg did not encourage broadband providers to notify their customers about such a survey.
If i were you, i would see if you can still register....then you can forward your results to Eircom and let them interpret the results and confirm everything is still ok!

sedric

RangeR is correct , the eircom person that calls to the house for the initial broadband complaint is trained to check the line usually as far as the eircom box and that's it.

Their check is typically with a router and laptop . It may not even check speed, only connectivity, and rarely checks detailed quality issues.
They can check typical line speed centrally, ask them what they see!

Also eircom have a number of specialists who are well able to troubleshoot these issues.
The key is to get to them.
The only way I know one can get that done is by keeping on eircom's case, always log your correspondence, you will need it .
Good luck

sedric

As an aside , Jimmy Two Face, you have variable speed . It's vital that you show this is happening on a speed test e.g. with the eircom one, rather than to a variety of sites.
You need to eliminate the possibility that it's the site you are dowloading from that is limiting your speed.
Good luck