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Up to 24MB product - how long to switch to it?

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  • 27-06-2013 11:54am
    #1
    Mr Cumulonimbus
    Closed Accounts Posts: 1,463 ✭✭✭


    I used your efibre checker and it said it wasn't available yet in my area but I could upgrade to an up to 24MB package at no extra cost.

    I rang 1800661622 on Monday to do this. How long does it take?

    Still saying on My Account that I'm on the NGB Regular option. I'm away at the moment so I can't actually check what current speed my BB is. The agent advised my line could handle 12 meg download.


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    #2
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Mr Cumulonimbus wrote: »
    I used your efibre checker and it said it wasn't available yet in my area but I could upgrade to an up to 24MB package at no extra cost.

    I rang 1800661622 on Monday to do this. How long does it take?

    Still saying on My Account that I'm on the NGB Regular option. I'm away at the moment so I can't actually check what current speed my BB is. The agent advised my line could handle 12 meg download.
    Hi Mr Cumulonimbus

    This can take up to 10 working days as an eircom engineer needs to make some modifications at your exchange to enable the upgrade.

    Thanks

    Al


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    #3
    Mr Cumulonimbus
    Closed Accounts Posts: 1,463 ✭✭✭Mr Cumulonimbus


    Any updates? 2 weeks today since I rang to request to be switched to the Up to 24 MB package.


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    #4
    eircom: Tracey
    Closed Accounts Posts: 795 ✭✭✭eircom: Tracey


    Hi Mr Cumulonimbus,

    Would you like to PM me your details and I will look into this for you?

    Thanks

    Tracey


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    #5
    Mr Cumulonimbus
    Closed Accounts Posts: 1,463 ✭✭✭Mr Cumulonimbus


    PM sent.


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    #6
    eircom: Tracey
    Closed Accounts Posts: 795 ✭✭✭eircom: Tracey


    Thanks I will look into this and come back to you with an answer.

    Thanks

    Tracey


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    #7
    domeld
    Registered Users Posts: 322 ✭✭domeld


    It should take up to 24 hours, usually it is straight away, but this is eircom!


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    #8
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    domeld wrote: »
    It should take up to 24 hours, usually it is straight away, but this is eircom!
    domeld

    It's not usually 24hours as work needs to completed at the exchange to do this (conversion to adsl2+) It can take up to 10 working days.

    Al


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    #9
    Soarer
    Registered Users Posts: 8,889 ✭✭✭Soarer


    Not to step on the OP's toes, but I'm in a similar situation.

    My line is throttled back to 8mb, but the line can handle 21mb. New 12 month contract signed 2 weeks ago, but still stuck on 8mb*.  Can I PM you my details and maybe you could look into it?

    Thanks.

    P.S. Speedtest is telling me I'm only getting 1.5mb, which is super sucky!


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    #10
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Soarer wrote: »
    Not to step on the OP's toes, but I'm in a similar situation.

    My line is throttled back to 8mb, but the line can handle 21mb. New 12 month contract signed 2 weeks ago, but still stuck on 8mb*.  Can I PM you my details and maybe you could look into it?

    Thanks.

    P.S. Speedtest is telling me I'm only getting 1.5mb, which is super sucky!

    Hi Soarer

    Would you like to DM me your landline number?

    Al


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    #11
    Soarer
    Registered Users Posts: 8,889 ✭✭✭Soarer


    PM sent Al, thanks.


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    #12
    Mr Cumulonimbus
    Closed Accounts Posts: 1,463 ✭✭✭Mr Cumulonimbus


    11 working days have now passed and this upgrade request still hasn't been done for me. If possible can this be done by close of business on Friday, thanks.


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    #13
    eircom: Tracey
    Closed Accounts Posts: 795 ✭✭✭eircom: Tracey


    Hi Mr Cumulonimbus,

    I am still looking into this for you, sorry for the delay. I will come back to you as soon as I have more information, I can't promise Friday at this stage I'm afraid.

    Thanks

    Tracey


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    #14
    Mr Cumulonimbus
    Closed Accounts Posts: 1,463 ✭✭✭Mr Cumulonimbus


    Thanks Tracey.

    The agent mentioned around 24 hours when I spoke to him originally. Should your agents be advised not to say this, as the task can't be done in this time period?


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    #15
    eircom: Tracey
    Closed Accounts Posts: 795 ✭✭✭eircom: Tracey


    Yes I will pass this information on for you, that's no problem at all.

    Thanks

    Tracey


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    #16
    Mr Cumulonimbus
    Closed Accounts Posts: 1,463 ✭✭✭Mr Cumulonimbus


    Just after ringing 1800661622 again. According to the agent the order was placed on the system on 4 July for the Up to 24 MB upgrade, with the switchover having occurred on the 10th July. However looking at the info in My Account I'm still apparently on the NGB Regular package (up to 8 MB). She advised me to ring broadband technical support for further advice.

    Speedtest done last night is still showing me on the up to 8MB package (getting 6.2 MB download).


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    #17
    eircom: Tracey
    Closed Accounts Posts: 795 ✭✭✭eircom: Tracey


    Hi,
     
    I have checked that order for you, that was an order for the 'up to' 8mb service I'm afraid. The issue is upgrading you to the 'up to' 12 mb service, it involves a changing of port at the exchange and this is where the issue is arising.
     
    I have escalated onto the managers in the technicians section and will come back to you as soon as I have more information.
     
    Thanks
     
    Tracey


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    #18
    Mr Cumulonimbus
    Closed Accounts Posts: 1,463 ✭✭✭Mr Cumulonimbus


    Thanks Tracy.

    Is the 'up to 12 mb' a reference to the speed my line can handle as opposed to the title of the package, i.e. 'Up to 24 MB'?


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    #19
    eircom: Tracey
    Closed Accounts Posts: 795 ✭✭✭eircom: Tracey


    Yes that's correct, it is the maximum capability of the line.

     

    Thanks

     

    Tracey


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    #20
    Soarer
    Registered Users Posts: 8,889 ✭✭✭Soarer


    Hi Alan/Tracey.

    Were either of ye able to look into my situation?


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    #21
    eircom: Tracey
    Closed Accounts Posts: 795 ✭✭✭eircom: Tracey


    Soarer wrote: »
    Hi Alan/Tracey.Were either of ye able to look into my situation?
    Hi Soarer,

    I have looked back over your post and I'm afraid I was not dealing with you directly however if you PM me your details I will look into this for you?

    Thanks

    Tracey


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    #22
    eircom: Tracey
    Closed Accounts Posts: 795 ✭✭✭eircom: Tracey


    Mr Cumulonimbus wrote: »
    Thanks Tracy.Is the 'up to 12 mb' a reference to the speed my line can handle as opposed to the title of the package, i.e. 'Up to 24 MB'?
    Hi,

    I have sent you a PM there.

    Thanks

    Tracey


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    #23
    Soarer
    Registered Users Posts: 8,889 ✭✭✭Soarer


    PM sent Tracey.

    Thanks.


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    #24
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Soarer wrote: »
    PM sent Tracey.

    Thanks.
    Hi Soarer

    Unfortunately Tracey is not in today, would you like to PM me the details?

    Al


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    #25
    Soarer
    Registered Users Posts: 8,889 ✭✭✭Soarer


    Hi Alan.

    I actually PM'd you about the same situation last Tuesday. When I got no response, I PM'D Tracey.

    I sent the message to you again just there.

    Thanks.


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    #26
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Soarer wrote: »
    Hi Alan.

    I actually PM'd you about the same situation last Tuesday. When I got no response, I PM'D Tracey.

    I sent the message to you again just there.

    Thanks.

    I'm sorry about that Soarer,

    I had to leave early Tuesday and just back today,

    I'll look into this now and get back to you soon.

    Thanks

    Al


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    #27
    Mr Cumulonimbus
    Closed Accounts Posts: 1,463 ✭✭✭Mr Cumulonimbus


    Tracey, PM sent.  Order is indicated being completed in my online acoount.

    Maybe another rep in the meantime could confirm I'm now on the Up to 24MB package and indicate what speeds I should be getting?


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    #28
    eircom: Tracey
    Closed Accounts Posts: 795 ✭✭✭eircom: Tracey


    Mr Cumulonimbus wrote: »
    Tracey, PM sent. Order is indicated being completed in my online acoount.Maybe another rep in the meantime could confirm I'm now on the Up to 24MB package and indicate what speeds I should be getting?
    Hi,

    I have just sent you a PM there.

    Thanks

    Tracey


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    #29
    Mr Cumulonimbus
    Closed Accounts Posts: 1,463 ✭✭✭Mr Cumulonimbus


    Thanks Tracey. Reply sent.


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    #30
    Mr Cumulonimbus
    Closed Accounts Posts: 1,463 ✭✭✭Mr Cumulonimbus


    On the Up to 24 MB product now. Line stats are:

    DSL Mode: ADSL2Plus
    Speed: 12288kbps/670kbps
    Line attentuation (down/up): 43.8 dB/23.1 dB
    DSL noise margin: 6 dB/17.1 dB.

    How is that DSL noise margin figure? Went down to 3 at one stage. Is it a bit low I wonder?

    Speedtest attached.
    Down: 10.59 Mb/s, up: 0.56 Mb/s


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    #31
    Mr Cumulonimbus
    Closed Accounts Posts: 1,463 ✭✭✭Mr Cumulonimbus


    Rechecked the line stats. That DSL noise margin down figure (2.5 dB) seems very low. Just wondering does the speed on the line needed to be reduced somewhat to avoid stability and connection issues? I'll not be in the house during the day, but I can leave the router on if you guys want to check the line etc.

    DSL Mode: ADSL2Plus
    Speed: 12288kbps/670kbps
    Line attentuation (down/up): 42.8 dB/23.1 dB
    DSL noise margin: 2.5 dB/17.3 dB.


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