Self install?

TheChizler

eircom: Alan wrote: »

TheChizler wrote: »

Gone again this morning.

I'm genuinely sorry to hear this TheChizler

I would understand your feeling on this and see why you wish to lodge a complaint. I have escalated your feedback on this to our technical support department and noted the negative experience so far and of course noted the urgency in having this resolved asap. As soon as I have more information I'll let you know.

Thanks

Al

Thanks Al,

It's not so much the connection issues we're annoyed at, it's the lack of response and follow up from the technical support end. I understand much of it is contracted out which is why we were happy to give a bit of leeway up to now. But as it stands we're six/seven weeks into the contract and haven't yet achieved a reasonable level of service. But thank you for your help so far, online support has been great.

eircom: Alan

TheChizler wrote: »

eircom: Alan wrote: »

TheChizler wrote: »

Gone again this morning.

I'm genuinely sorry to hear this TheChizler

I would understand your feeling on this and see why you wish to lodge a complaint. I have escalated your feedback on this to our technical support department and noted the negative experience so far and of course noted the urgency in having this resolved asap. As soon as I have more information I'll let you know.

Thanks

Al

Thanks Al,

It's not so much the connection issues we're annoyed at, it's the lack of response and follow up from the technical support end. I understand much of it is contracted out which is why we were happy to give a bit of leeway up to now. But as it stands we're six/seven weeks into the contract and haven't yet achieved a reasonable level of service. But thank you for your help so far, online support has been great.

I completely understand your sentiments on this TheChizler

I will get back to you as soon as I have further information

Cheers
Al

lawred2

Kavrocks wrote: »

eircom: Alan wrote: »

I know that in the end of the day is works out easier for both yourself & eircom however there are specific conditions that require a technician call out.

I'd love to hear those conditions. When we had it installed recently the technician arrived to the house with a new modem plugged it in, turned it on and left. Are you honestly saying it takes a technician to plug in a few wires and turn a modem on?

union conditions

jd

lawred2 wrote: »

Kavrocks wrote: »

eircom: Alan wrote: »

I know that in the end of the day is works out easier for both yourself & eircom however there are specific conditions that require a technician call out.

I'd love to hear those conditions. When we had it installed recently the technician arrived to the house with a new modem plugged it in, turned it on and left. Are you honestly saying it takes a technician to plug in a few wires and turn a modem on?

union conditions

Outsourced so doubt it! Think it's more the system(s?) hasn't been updated to cater for when an NTU suitable for efibre was previously installed.

eircom: Alan

jd wrote: »

lawred2 wrote: »

Kavrocks wrote: »

eircom: Alan wrote: »

I know that in the end of the day is works out easier for both yourself & eircom however there are specific conditions that require a technician call out.

I'd love to hear those conditions. When we had it installed recently the technician arrived to the house with a new modem plugged it in, turned it on and left. Are you honestly saying it takes a technician to plug in a few wires and turn a modem on?

union conditions

Outsourced so doubt it! Think it's more the system(s?) hasn't been updated to cater for when an NTU suitable for efibre was previously installed.

That's correct jd

Also there's an obligation for the installation technician to ensure eFibre works on at least one device before leaving

Cheers
Al

TheChizler

eircom: Alan wrote: »

TheChizler wrote: »

Hi Al, is there any update on this? The direct debit is due to come out this day next week.

Just another update on the DSL issues, I called support again on Saturday night when sync had gone down, they logged a fault again and said someone would be out to have a look. I got the "the engineer has advised us that the fault affecting your broadband SHOULD now be resolved" text this morning but no technician has called, so to summarize:

June 4th: KN installed eFibre & eVision, xDSL tester said connection was excellent.
June 10th: eircom technician came out to test the line, megger said 0 errors.
June 16th: Appointment scheduled from 8 am to 1 pm, got the above text a bit after 10 but no call-out.
June 25th: Appointment scheduled from 8 am to 1 pm, no call-out. KN technician rang at 1:15 when I was on the way back to work saying that if the eircom technician on the 10th couldn't find anything then he didn't know what he could do, and that he would talk to his supervisor and get back to me.
June 26th: Got the above text at 10:42.
June 29th: Got the above text at 10:42 after logging a fault on Saturday.

The text system might need looking at...

Hi TheChizler

I have had it confirmed that €150 was indeed added in error and has now been removed. Sincere apologies for this.

I am awaiting clarification from our technical support department in relation to your fault reference number and as soon as I have more information I'll let you know.

Thanks

Al

Hi Al,

My girlfriend's account has been debited for the full amount of €190, after it was confirmed that the €150 was added in error. This really isn't acceptable, and we will be asking the bank to return the payment under SEPA rules (we will pay the correct amount manually) unless this is corrected in the next few days. She's very upset by this and we're seriously considering our options at this stage.

Thank you.

Edit: Also we were told by support that we would not be charged for the service while a fault was logged. We've had faults logged pretty much since the start with no improvement so I'm just wondering what the story is with this?

eircom: Tony

TheChizler wrote: »

eircom: Alan wrote: »

TheChizler wrote: »

Hi Al, is there any update on this? The direct debit is due to come out this day next week.

Just another update on the DSL issues, I called support again on Saturday night when sync had gone down, they logged a fault again and said someone would be out to have a look. I got the "the engineer has advised us that the fault affecting your broadband SHOULD now be resolved" text this morning but no technician has called, so to summarize:

June 4th: KN installed eFibre & eVision, xDSL tester said connection was excellent.
June 10th: eircom technician came out to test the line, megger said 0 errors.
June 16th: Appointment scheduled from 8 am to 1 pm, got the above text a bit after 10 but no call-out.
June 25th: Appointment scheduled from 8 am to 1 pm, no call-out. KN technician rang at 1:15 when I was on the way back to work saying that if the eircom technician on the 10th couldn't find anything then he didn't know what he could do, and that he would talk to his supervisor and get back to me.
June 26th: Got the above text at 10:42.
June 29th: Got the above text at 10:42 after logging a fault on Saturday.

The text system might need looking at...

Hi TheChizler

I have had it confirmed that €150 was indeed added in error and has now been removed. Sincere apologies for this.

I am awaiting clarification from our technical support department in relation to your fault reference number and as soon as I have more information I'll let you know.

Thanks

Al

Hi Al,

My girlfriend's account has been debited for the full amount of €190, after it was confirmed that the €150 was added in error. This really isn't acceptable, and we will be asking the bank to return the payment under SEPA rules (we will pay the correct amount manually) unless this is corrected in the next few days. She's very upset by this and we're seriously considering our options at this stage.

Thank you.

Edit: Also we were told by support that we would not be charged for the service while a fault was logged. We've had faults logged pretty much since the start with no improvement so I'm just wondering what the story is with this?

Hi TheChizler
Al is off for few days but I will chase this for you. I hope to have answer tomorrow, ( Friday).
Tony

TheChizler

eircom: Tony wrote: »

Hi TheChizler
Al is off for few days but I will chase this for you. I hope to have answer tomorrow, ( Friday).
Tony

Thanks Tony,

My girlfriend has been talking to Amber on Twitter about this as well, just so you're not doubling up on this.

eircom: Tony

TheChizler wrote: »

eircom: Tony wrote: »

Hi TheChizler
Al is off for few days but I will chase this for you. I hope to have answer tomorrow, ( Friday).
Tony

Thanks Tony,

My girlfriend has been talking to Amber on Twitter about this as well, just so you're not doubling up on this.

Yes I did see that TheChizler and Amber is chasing issue. I can update here also though.
Tony

TheChizler

Hi again, another update:

Technician on Friday reconnected some wires and replaced the wallplate. Reported that it was fixed. Saturday afternoon sync dropped again so rang 1901 to alert them that the problem was not fixed. All I wanted to do was report that the fault wasn't fixed and they needed to keep investigating, but the person on the end of the phone said that the problem was that our line couldn't handle the speed it was set to (~) 70 Mb D/L & 20 Mb U/L, bear in mind that this can work for days at a time and had originally been higher. He reduced the speed to 11 Mb D/L and 1 Mb U/L.

I really wouldn't considering this fixing the issue. So now our download speeds have been changed from 81 to 20 to 50 to 70 and now finally to 11 Mb/s, all the while the underlying issue has not been diagnosed. The current speeds are now set so low as to ensure that the fault does not get triggered. This final step is like a doctor saying that you've been cured of chronic pain by administering an anesthetic.

The new modem should be arriving today but we won't know if it's fixed the issue unless the speed profile is restored, what should the POA be here?

Thank you.

eircom: Alan

TheChizler wrote: »

Hi again, another update:

Technician on Friday reconnected some wires and replaced the wallplate. Reported that it was fixed. Saturday afternoon sync dropped again so rang 1901 to alert them that the problem was not fixed. All I wanted to do was report that the fault wasn't fixed and they needed to keep investigating, but the person on the end of the phone said that the problem was that our line couldn't handle the speed it was set to (~) 70 Mb D/L & 20 Mb U/L, bear in mind that this can work for days at a time and had originally been higher. He reduced the speed to 11 Mb D/L and 1 Mb U/L.

I really wouldn't considering this fixing the issue. So now our download speeds have been changed from 81 to 20 to 50 to 70 and now finally to 11 Mb/s, all the while the underlying issue has not been diagnosed. The current speeds are now set so low as to ensure that the fault does not get triggered. This final step is like a doctor saying that you've been cured of chronic pain by administering an anesthetic.

The new modem should be arriving today but we won't know if it's fixed the issue unless the speed profile is restored, what should the POA be here?

Thank you.

Hi TheChizler

Apologies, I've been away for the past couple of days.

Once you have received the new modem please contact technical support via Webchat ( www.eircom.ie/chatnow ) and request the speed increase - if Webchat can't help please let me know and I'll request this on your behalf.

Thanks
Al

TheChizler

Hi Al,

New gateway arrived, plugged it in, exact same issue happens. We were without internet access from midnight to half nine the next morning according to the logs. It's gone again today. Contacted support through chat Tuesday, technician contacted us yesterday, said that the line looked fine and that there was nothing more KN could do, basically told us to stop contacting support; it was probably a cordless phone or a microwave oven or something. He said that anyone that comes out to test will give us the same answer; that the line tests fine when the problem isn't happening. I asked could he change the line card at the cabinet or something and they said nothing would be done while the line tests ok. I asked could they do a prolonged test to catch the intermittent issue and he said no. I told him that I could hear noise on the landline that corresponds to when I was downloading even though there was a filter, and he said there couldn't be because his test would show it.

To say that I am unsatisfied with this response would be an understatement.

Is it possible to get the line card changed as a test? Is there a radius/authentication server somewhere that could be misconfigured for us? Could we get transferred to a different one as a test? Our account has had a few problems with it from the start, could this be related? Could our account be set up from scratch?

I just got a text to say that the fault has been cleared.

I'm going to start recording the logs from the gateway on a computer to get the times correct as the log time resets occasionally, I believe there is a way to do this on the F2000. I'm also going to script something to check connectivity intermittently to see if a pattern emerges.

The one bit of positive news is that billing have agreed to send us a cheque for the extra €150 taken, which may take up to 30 days mind. They've also agreed to credit us for the downtime, but only when the fault has been fixed.

I'd appreciate anything that can be done to make a path forward.

eircom: Alan

TheChizler wrote: »

Hi Al,

New gateway arrived, plugged it in, exact same issue happens. We were without internet access from midnight to half nine the next morning according to the logs. It's gone again today. Contacted support through chat Tuesday, technician contacted us yesterday, said that the line looked fine and that there was nothing more KN could do, basically told us to stop contacting support; it was probably a cordless phone or a microwave oven or something. He said that anyone that comes out to test will give us the same answer; that the line tests fine when the problem isn't happening. I asked could he change the line card at the cabinet or something and they said nothing would be done while the line tests ok. I asked could they do a prolonged test to catch the intermittent issue and he said no. I told him that I could hear noise on the landline that corresponds to when I was downloading even though there was a filter, and he said there couldn't be because his test would show it.

To say that I am unsatisfied with this response would be an understatement.

Is it possible to get the line card changed as a test? Is there a radius/authentication server somewhere that could be misconfigured for us? Could we get transferred to a different one as a test? Our account has had a few problems with it from the start, could this be related? Could our account be set up from scratch?

I just got a text to say that the fault has been cleared.

I'm going to start recording the logs from the gateway on a computer to get the times correct as the log time resets occasionally, I believe there is a way to do this on the F2000. I'm also going to script something to check connectivity intermittently to see if a pattern emerges.

The one bit of positive news is that billing have agreed to send us a cheque for the extra €150 taken, which may take up to 30 days mind. They've also agreed to credit us for the downtime, but only when the fault has been fixed.

I'd appreciate anything that can be done to make a path forward.

Hi TheChizler

I have passed on your message to a senior manager in our technical support team. I understand this to be of high importance to you and I will treat this as so too.

As soon as I have more information I will let you know right away. Please accept my sincerest apologies for the negative experience so far.

Many thanks

Al

TheChizler

Hi Al,

Any word back from the manager? The we haven't noticed the issue much in the last few days, it has happened though according to the logs. The speed profile is set so low now though that it's putting us off using it. Every time I ring up I'm assured that the line is capable of 70/80 Mb plus.

To update on the bill, it was agreed that we would be issued a cheque for the overcharged amount, however we just received the new bill and this has instead been applied as credit. Also we were due to be credited a free month for the hassle but this isn't included on the bill. My girlfriend is following this up through Twitter but I thought you should know.

Thanks.

Edit: I see that you're aware of this!

TheChizler

TheChizler wrote: »

Hi Al,

Any word back from the manager? The we haven't noticed the issue much in the last few days, it has happened though according to the logs. The speed profile is set so low now though that it's putting us off using it. Every time I ring up I'm assured that the line is capable of 70/80 Mb plus.

To update on the bill, it was agreed that we would be issued a cheque for the overcharged amount, however we just received the new bill and this has instead been applied as credit. Also we were due to be credited a free month for the hassle but this isn't included on the bill. My girlfriend is following this up through Twitter but I thought you should know.

Thanks.

Edit: I see that you're aware of this!

Any chance of an update? The speed is still set at ADSL2 speeds though I've been told multiple times it's capable of 80 plus Mb/s.

TheChizler

Hello again,

After contacting through Twitter again it turns out that it was decided (and we weren't informed) a while ago that our refund won't be issued until the next billing cycle (no mention of why it couldn't be done for the last cycle as we requested it weeks beforehand). So we will be looking at alternative options.

Any updates on the other complaint we have submitted? What's the estimated timeframe for resolution? At this stage we are feeling ignored.

Could you please send us/direct us to a copy of eircom's complaint's policy? We can't find it on the website.

Thank you.