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Ever deteriorating service

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  • 09-08-2016 7:52pm
    #1
    gerryk
    Registered Users Posts: 1,726 ✭✭✭


    I have been an Eir customer since I moved to my current address over 6 years ago. Back then I was getting a poor, but bearable, and stable 3.5Mb/s downstream. It has slowly been decreasing ever since. My current sync rate is 2Mb/s, and, if you look at the attached images, you can see that the overall quality has deteriorated massively in the last 4 months. What is going on? I have had to accept that I have been left behind by the fibre rollout, but to add insult to injury... the crappy connection I am stuck with gets crappier by the day, and to make things worse, you are raising your prices.

    Please look into this. I have examined my options and I simply have none, so I am stuck with you.

    I have had engineers out, and they tell me my line has a maximum possible data rate of 6Mb/s. I am entirely sick of having the same conversation with technical support every time I call - yes, I have rebooted/reset my router - no, I have not changed the wiring in my house.


    Data Rate

    chart_1470768296.png

    Web Request Failures

    chart_1470768380.png


Comments

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    #2
    Eir: Pamela
    Closed Accounts Posts: 2,797 ✭✭✭Eir: Pamela


    gerryk wrote: »
    I have been an Eir customer since I moved to my current address over 6 years ago. Back then I was getting a poor, but bearable, and stable 3.5Mb/s downstream. It has slowly been decreasing ever since. My current sync rate is 2Mb/s, and, if you look at the attached images, you can see that the overall quality has deteriorated massively in the last 4 months. What is going on? I have had to accept that I have been left behind by the fibre rollout, but to add insult to injury... the crappy connection I am stuck with gets crappier by the day, and to make things worse, you are raising your prices.

    Please look into this. I have examined my options and I simply have none, so I am stuck with you.

    I have had engineers out, and they tell me my line has a maximum possible data rate of 6Mb/s. I am entirely sick of having the same conversation with technical support every time I call - yes, I have rebooted/reset my router - no, I have not changed the wiring in my house.


    Data Rate

    chart_1470768296.png

    Web Request Failures

    chart_1470768380.png
    Hi gerryk,


    Thanks for getting in touch.  I'm so sorry to hear this and can understand your frustration with this.
    I would recommend contacting our technical support team and they would be more than happy to troubleshoot these issues you are experiencing, you can contact them directly on 1890260260 or 1901 option 2.

    -Pamela 


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    #3
    gerryk
    Registered Users Posts: 1,726 ✭✭✭gerryk


    Hi Pamela..
    I have contacted the tech support team on many occasions, and their procedures are as follows:

    1. do the usual reboot, reset, line-test routine.
    2. Request an engineer.

    This procedure has happened multiple times, and  as you can see, over the last year (and the years prior) the service has steadily gotten worse and worse. I have no faith in the ability, or to be honest, the empowerment of the tech support team to resolve my problem. If you can point me at an escalation path, I would be glad to take it, but right now, I am not going to go through L1 support again. They are no help (through no fault of their own).

    Also, you have no idea how frustrating and annoying it is to see customers being offered 1Gb/s ftth when I can't seem to get a stable 2Mb/s, and I am charged a comparable rate for this and I have no options for alternative service providers. You say you understand, and I believe you think you do, but I doubt you really do.

    Also, I want to point out that in the last 2 years, FTTC cabinets have been provisioned near where I live, one of which serves a population of about 40 houses, where the road I live on has 130+ houses.


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    #4
    gerryk
    Registered Users Posts: 1,726 ✭✭✭gerryk


    Hi Pamela...
    Do you have anything further for me? As I have said, tech support has not done anything to improve my situation in over 2 years. In fact, their solution has generally tended to be reducing my sync speed, so I am reluctant to contact them any more. What other options are open to me?


  • Options
    #5
    gerryk
    Registered Users Posts: 1,726 ✭✭✭gerryk


    Hi Eir reps...
    I am still waiting to hear back. At this stage, I have no option but Eir, and since you have no problem billing me pretty substantial prices for what can be charitably called a substandard service, I will persist until I get a solution for my issue.

    BTW, I have spoken informally to 7 or 8 other people where I live, and all report a drastic deterioration in overall service of late. Little bit of free diagnostic service there.
    Regards
    Gerry


  • Options
    #6
    gerryk
    Registered Users Posts: 1,726 ✭✭✭gerryk


    gerryk wrote: »
    Hi Eir reps...
    I am still waiting to hear back. At this stage, I have no option but Eir, and since you have no problem billing me pretty substantial prices for what can be charitably called a substandard service, I will persist until I get a solution for my issue.

    BTW, I have spoken informally to 7 or 8 other people where I live, and all report a drastic deterioration in overall service of late. Little bit of free diagnostic service there.
    Regards
    Gerry
    Bump in the hope of a reply


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    #7
    Eir: Pamela
    Closed Accounts Posts: 2,797 ✭✭✭Eir: Pamela


    gerryk wrote: »
    gerryk wrote: »
    Hi Eir reps...
    I am still waiting to hear back. At this stage, I have no option but Eir, and since you have no problem billing me pretty substantial prices for what can be charitably called a substandard service, I will persist until I get a solution for my issue.

    BTW, I have spoken informally to 7 or 8 other people where I live, and all report a drastic deterioration in overall service of late. Little bit of free diagnostic service there.
    Regards
    Gerry
    Bump in the hope of a reply
    Apologies for the delayed response gerryk.
    I can follow up on logged issues from here however I'm afraid I am unable to troubleshoot this from here and all issues would need to be troubleshooted via the relevant team.
    Again apologies I cannot assist you with this further from here.

    -Pamela 


  • Options
    #8
    gerryk
    Registered Users Posts: 1,726 ✭✭✭gerryk


    Eir: Pamela wrote: »
    gerryk wrote: »
    gerryk wrote: »
    Hi Eir reps...
    I am still waiting to hear back. At this stage, I have no option but Eir, and since you have no problem billing me pretty substantial prices for what can be charitably called a substandard service, I will persist until I get a solution for my issue.

    BTW, I have spoken informally to 7 or 8 other people where I live, and all report a drastic deterioration in overall service of late. Little bit of free diagnostic service there.
    Regards
    Gerry
    Bump in the hope of a reply
    Apologies for the delayed response gerryk.
    I can follow up on logged issues from here however I'm afraid I am unable to troubleshoot this from here and all issues would need to be troubleshooted via the relevant team.
    Again apologies I cannot assist you with this further from here.

    -Pamela 
    So if I call technical support again, how do you propose I address the situation so that I don't end up performing the same 'diagnostic' procedures I have done numerous times, and wasting the time of yet another engineer in another fruitless visit? It has been demonstrated to my satisfaction that my line is capable of at least 3.5Mb/s, but the troubleshooting processes available to technical support seem to end at 'downgrade my sync rate'. If it keeps going like this, I will have a stable connection alright, but it will be incapable of carrying any data.


  • Options
    #9
    Eir: Pamela
    Closed Accounts Posts: 2,797 ✭✭✭Eir: Pamela


    gerryk wrote: »
    Eir: Pamela wrote: »
    gerryk wrote: »
    gerryk wrote: »
    Hi Eir reps...
    I am still waiting to hear back. At this stage, I have no option but Eir, and since you have no problem billing me pretty substantial prices for what can be charitably called a substandard service, I will persist until I get a solution for my issue.

    BTW, I have spoken informally to 7 or 8 other people where I live, and all report a drastic deterioration in overall service of late. Little bit of free diagnostic service there.
    Regards
    Gerry
    Bump in the hope of a reply
    Apologies for the delayed response gerryk.
    I can follow up on logged issues from here however I'm afraid I am unable to troubleshoot this from here and all issues would need to be troubleshooted via the relevant team.
    Again apologies I cannot assist you with this further from here.

    -Pamela 
    So if I call technical support again, how do you propose I address the situation so that I don't end up performing the same 'diagnostic' procedures I have done numerous times, and wasting the time of yet another engineer in another fruitless visit? It has been demonstrated to my satisfaction that my line is capable of at least 3.5Mb/s, but the troubleshooting processes available to technical support seem to end at 'downgrade my sync rate'. If it keeps going like this, I will have a stable connection alright, but it will be incapable of carrying any data.
     [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]I would recommend contacting the technical team [/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif]gerryk,[/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif]troubleshooting and logging this issue. As soon as you have done this please don’t hesitate to get back to me and I will liaise with the technical team in relation to this.[/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]-Pamela[/font]


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