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Speed downgraded instead of upgraded after 15 months of solid speed

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  • 11-10-2016 12:44am
    #1
    dk4545
    Registered Users Posts: 7 ✭


    When e fibre was first installed the profile was 40/10, 2 days later it was upgraded to 50/15. This was July 2015 and it has worked fine ever since. Speedtests are usually 47/14.

    My f2000 is in bridge mode so I don't have access to the F2000 stats page unless I run a long wire. I Did this the other day as the net seemed a bit slow. The stats page said:

    Upstream line rate (kbit/s):
    15360
    Downstream line rate (kbit/s):
    50176
    Maximum upstream rate (kbit/s):
    24176
    Maximum downstream rate (kbit/s):
    67005

    So I rang up last Thursday and was told my line could be upgraded to 60/20 within 48 hours. 

    Still on 50/15 today so after 10 mins on hold I started a webchat with "tech support" :rolleyes:

    long story short after about 90 mins chatting with 3 different agents I was downgraded to 40/10 then 30/8 then I had to ring to get back to even get put back up to 40 no matter how much I protested. This is ridiculous. until 3 earlier today I had been on a 50/15 profile and it has been fine for 15 months. Why the downgrade instead of upgrade?

    Can somebody look into this please?


Comments

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


    dk4545 wrote: »
    When e fibre was first installed the profile was 40/10, 2 days later it was upgraded to 50/15. This was July 2015 and it has worked fine ever since. Speedtests are usually 47/14.

    My f2000 is in bridge mode so I don't have access to the F2000 stats page unless I run a long wire. I Did this the other day as the net seemed a bit slow. The stats page said:

    Upstream line rate (kbit/s):
    15360
    Downstream line rate (kbit/s):
    50176
    Maximum upstream rate (kbit/s):
    24176
    Maximum downstream rate (kbit/s):
    67005

    So I rang up last Thursday and was told my line could be upgraded to 60/20 within 48 hours. 

    Still on 50/15 today so after 10 mins on hold I started a webchat with "tech support" :rolleyes:

    long story short after about 90 mins chatting with 3 different agents I was downgraded to 40/10 then 30/8 then I had to ring to get back to even get put back up to 40 no matter how much I protested. This is ridiculous. until 3 earlier today I had been on a 50/15 profile and it has been fine for 15 months. Why the downgrade instead of upgrade?

    Can somebody look into this please?
    Hi  dk4545,


    Thanks for getting in touch.

    I'm afraid I would be unable to amend a speed profile from here and I would reccomend contacting the technical team directly. You can contact them directly on 1890260260 or freephone 1901 option 2.


    -Pamela 


  • Options
    #3
    dk4545
    Registered Users Posts: 7 ✭dk4545


    [quote=
    Thanks for getting in touch.

    I'm afraid I would be unable to amend a speed profile from here and I would reccomend contacting the technical team directly. You can contact them directly on 1890260260 or freephone 1901 option 2.


    -Pamela [/quote]

    Hi Pamela an news on this? You're PM's said you would get the technical team to look into it. I know it can take up to 48 hours for a profile change that's not the issue. The issue is I was downgraded (instantly) and they refuse to upgrade to 60/20 as promised or even revert back to my old profile of 50/15 suggesting they were waiting on more test info.

    I am still on 40/10 at the moment. I don't see the issue as the f2000 shows the stats are identical on 40/20 as 50/15?

    It's been well over 48 hours since this was downgraded. Almost 2 weeks and nobody has a proper answer for me? Ridiculous


  • Options
    #4
    Eir: Pamela
    Closed Accounts Posts: 2,797 ✭✭✭Eir: Pamela


    dk4545 wrote: »
    [quote=
    Thanks for getting in touch.

    I'm afraid I would be unable to amend a speed profile from here and I would reccomend contacting the technical team directly. You can contact them directly on 1890260260 or freephone 1901 option 2.


    -Pamela

    Hi Pamela an news on this? You're PM's said you would get the technical team to look into it. I know it can take up to 48 hours for a profile change that's not the issue. The issue is I was downgraded (instantly) and they refuse to upgrade to 60/20 as promised or even revert back to my old profile of 50/15 suggesting they were waiting on more test info.

    I am still on 40/10 at the moment. I don't see the issue as the f2000 shows the stats are identical on 40/20 as 50/15?

    It's been well over 48 hours since this was downgraded. Almost 2 weeks and nobody has a proper answer for me? Ridiculous[/QUOTE]



    [font=Verdana, sans-serif]
    Hi [/font][font=Verdana, sans-serif]dk4545,[/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]I sent you a PM yesterday at 1.11pm with an update. Did you receive this? [/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]Unfortunately the technician team are unable to amend your profile instantly and a manual change has been requested. The lead-time on this is 2-3 working days. [/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]Thanks,[/font]
    [font=Verdana, sans-serif]Pamela [/font]

     


  • Options
    #5
    dk4545
    Registered Users Posts: 7 ✭dk4545


    Eir: Pamela wrote: »
    [font=Verdana, sans-serif]
    Hi [/font][font=Verdana, sans-serif][/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]I sent you a PM yesterday at 1.11pm with an update. Did you receive this? [/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]Unfortunately the technician team are unable to amend your profile instantly and a manual change has been requested. The lead-time on this is 2-3 working days. [/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]Thanks,[/font]
    [font=Verdana, sans-serif]Pamela [/font]
     

    Hi Pamela, I saw your pm this morning. Is this a new request or related to Reference 2367757 because that was requested on Thursday 6th October and totally screwed up by the webchat tech support.


  • Options
    #6
    Eir: Pamela
    Closed Accounts Posts: 2,797 ✭✭✭Eir: Pamela


    dk4545 wrote: »
    Eir: Pamela wrote: »
    [font=Verdana, sans-serif]
    Hi [/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]I sent you a PM yesterday at 1.11pm with an update. Did you receive this? [/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]Unfortunately the technician team are unable to amend your profile instantly and a manual change has been requested. The lead-time on this is 2-3 working days. [/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]Thanks,[/font]
    [font=Verdana, sans-serif]Pamela [/font]
     

    Hi Pamela, I saw your pm this morning. Is this a new request or related to Reference 2367757 because that was requested on Thursday 6th October and totally screwed up by the webchat tech support.
    [font=Verdana, sans-serif]No problem [/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif]dk4545,[/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif]yes it is. This is the request I sent on your behalf Monday afternoon.[/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]Thanks,[/font]

    [font=Verdana, sans-serif]Pamela [/font]


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  • Options
    #7
    dk4545
    Registered Users Posts: 7 ✭dk4545


    Eir: Pamela wrote: »
    [font=Verdana, sans-serif]No problem [/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif][/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif]yes it is. This is the request I sent on your behalf Monday afternoon.[/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]Thanks,[/font]

    [font=Verdana, sans-serif]Pamela [/font]

    Thanks Pamela, I appreciate you taking care of this


  • Options
    #8
    Eir: Pamela
    Closed Accounts Posts: 2,797 ✭✭✭Eir: Pamela


    dk4545 wrote: »
    Eir: Pamela wrote: »
    [font=Verdana, sans-serif]No problem [/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif]yes it is. This is the request I sent on your behalf Monday afternoon.[/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]Thanks,[/font]

    [font=Verdana, sans-serif]Pamela [/font]

    Thanks Pamela, I appreciate you taking care of this
    No problem at all  dk4545 :D


    Thanks,
    Pamela 


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