Cancelling IBB within contract (well, a day after installation!)

fasty

Well, cancelling back charges is a last resort really. I've spoken to Comsumer Affairs and Comreg so I've got an angle to use when raising my complaint.

Right now I'm setting up a test machine so I can access it remotely from work but the connection is so erratic that VNC and Windows Remote Desktop completely come to pieces.

I agree that in theory it's great when it all works but well, I vote no confidence.

optiplexgx270

i use remote desktop with it all the time never a prob bar the time i was running filesharing with out any limiter and it ate up the whole connection dl @240k and i couldnt get in at all.

+ getting a wireless router for it all (well overdue i know) did you try oldtitan he will try his best to sort it for you as he did for me once when my pings were a bit worse for ware due to upgrade teething probs.

Hes the reason my upload is higher than my download speeds no idea why.

Opti

fasty

This service is so erratic...

packet loss issues cleared up last night and stayed perfect until 10am or so. Then they started becoming erratic again

Thing is I was getting 1m up and down, phoned support and was told this was due to contention. Insisted it wasn't. My radio was restarted or some such thing and the download/upload speeds were as expected.

Ping statistics for 82.133.85.65:
Packets: Sent = 100, Received = 96, Lost = 4 (4% loss),
Approximate round trip times in milli-seconds:
Minimum = 17ms, Maximum = 52ms, Average = 28ms

I have to say I'm still pretty annoyed about this. I'm open to suggestions as to what I should do so long as it doesn't involve anything rash like sending back hardware etc. I want to do this by the book.

I've kept a log of all phone conversations as well as outputting ping tests to text files etc... I would imagine the date stamp is some nice evidence. I just don't think I can be arsed putting up with constant calls to tech support to resolve erratic issues that I can only imagine are either a shortcoming of the technology, it's implementation or overselling or lack of bandwidth on Irish Broadband's part.

Drapper

fasty wrote:

This service is so erratic...

packet loss issues cleared up last night and stayed perfect until 10am or so. Then they started becoming erratic again

Thing is I was getting 1m up and down, phoned support and was told this was due to contention. Insisted it wasn't. My radio was restarted or some such thing and the download/upload speeds were as expected.


I have to say I'm still pretty annoyed about this. I'm open to suggestions as to what I should do so long as it doesn't involve anything rash like sending back hardware etc. I want to do this by the book.

I've kept a log of all phone conversations as well as outputting ping tests to text files etc... I would imagine the date stamp is some nice evidence. I just don't think I can be arsed putting up with constant calls to tech support to resolve erratic issues that I can only imagine are either a shortcoming of the technology, it's implementation or overselling or lack of bandwidth on Irish Broadband's part.

dude what mast you off ? Have you asked for Tech Maanger Team leader, not one of the techie muppets?

You have a right to speak to them .............


also, it makes no diference if you let us know what mast your off ! It kinda helps as other here may have the same issue.

IBB have whats called a SNR level and if it dips below a certain figure the service dips, have you asked your SNR level? below 14 is BAD............

juliuspret

Whatever reason you had to hide your identity has gone now Mr 82.133.85.65 a.k.a. fasty as thats basically your address when input into IBB's database.

Also it wouldnt take IBB long to find out who you are anyway given all the info you have given us regarding your IBB mast setup general time/duration.

So tell us the mast your connected to so someone on this board, who wants to help you, can.

Chalk

juliuspret wrote:

Whatever reason you had to hide your identity has gone now Mr 82.133.85.65 a.k.a. fasty as thats basically your address when input into IBB's database.

Also it wouldnt take IBB long to find out who you are anyway given all the info you have given us regarding your IBB mast setup general time/duration.

So tell us the mast your connected to so someone on this board, who wants to help you, can.

Go on yeh mad hacker.

type that into your browser before you start being 1337

juliuspret

Hahahaha.....Stupid me.

But honestly the second part of my argument still stands as IBB couldnt give a hoot if you tell people you are connected to mast X and its sh!t at the moment.

You'll be help out your neighbours anyway as they wont fair any better.

Again apologies for my stupidity....hahaha

Chalk

i think hes more worried that a load of nerds will work out his location once he posts the name of the mast and strat calling around to his house to play d&d all night

juliuspret

Chalk wrote:

i think hes more worried that a load of nerds will work out his location once he posts the name of the mast and strat calling around to his house to play d&d all night

Hahahaha!!!!

Whatever the mast is I hope the problem gets solved by IBB quick as €48 a month is too much for 1Mbit these days.

fasty

Juliuspret,

I was only asking for constructive advice and am not worried about anonymity from Irish Broadband staff who visit this page. Printing my IP is a bit harsh really especially since I wasn't posting from the machine I have connected to IBB.
I haven't said anything about the staff that would be considered liable and have not made any of this up. I simply didn't want say what mast I'm on since I would like a certain degree on anonymity from other people in my area.

Drapper

fasty wrote:

Juliuspret,

I was only asking for constructive advice and am not worried about anonymity from Irish Broadband staff who visit this page. Printing my IP is a bit harsh really especially since I wasn't posting from the machine I have connected to IBB.
I haven't said anything about the staff that would be considered liable and have not made any of this up. I simply didn't want say what mast I'm on since I would like a certain degree on anonymity from other people in my area.

Why do you come for help to BOards when you wont let us help you !!

and you never answered the post I left !

strange person..........

WE ARE GENUINELY TRYING TO HELP YOU !!

also why are you bothered about your neighbours? who cares what BB you have !

petes

I signed up to breeze 2meg(dundalk) about a month and a half ago. Had one phonecall to my mobile since asking me to ring them back. Deleted message. Rang and said someone from IBB rang me about installation. Said didnt know anything about it and hung up. Sent emails to the sales rep I ordered from. First was asking what the hell was going on. No reply. Second was basically telling them to fook off. No reply. So if they ring me up and say "we are ready to install your broadband" Ill be telling them where they can shove it.

fasty

Drapper,

Sorry I didn't see your post there.

To answer some questions you asked...

I'm using the Bray mast, I didn't get to speak to a TL and indeed when I tried to enquire about how to complain the agent on the phone told me he could deal with my issues. He seemed to think it unreasonable that I would want to be rid of a service that has been nothing but a pain in the neck since I got it two days ago.

He said I should email my complaint to support@irishbroadband.com which from what I've heard here is a proverbial black hole.

I didn't check my SNR, I'm told there are currently no issues with my mast or the high site.

fasty

My internet connection ROCKS!

ping -n 100 www.ireland.com

Pinging www.ireland.com [195.7.33.37] with 32 bytes of data:

Reply from 195.7.33.37: bytes=32 time=88ms TTL=246
Reply from 195.7.33.37: bytes=32 time=23ms TTL=246
Reply from 195.7.33.37: bytes=32 time=30ms TTL=246
Reply from 195.7.33.37: bytes=32 time=58ms TTL=246
Reply from 195.7.33.37: bytes=32 time=14ms TTL=246
Reply from 195.7.33.37: bytes=32 time=21ms TTL=246
Reply from 195.7.33.37: bytes=32 time=25ms TTL=246
Reply from 195.7.33.37: bytes=32 time=18ms TTL=246
Reply from 195.7.33.37: bytes=32 time=34ms TTL=246
Reply from 195.7.33.37: bytes=32 time=30ms TTL=246
Reply from 195.7.33.37: bytes=32 time=35ms TTL=246
Reply from 195.7.33.37: bytes=32 time=13ms TTL=246
Reply from 195.7.33.37: bytes=32 time=16ms TTL=246
Reply from 195.7.33.37: bytes=32 time=25ms TTL=246
Reply from 195.7.33.37: bytes=32 time=21ms TTL=246
Reply from 195.7.33.37: bytes=32 time=25ms TTL=246
Reply from 195.7.33.37: bytes=32 time=21ms TTL=246
Reply from 195.7.33.37: bytes=32 time=27ms TTL=246
Reply from 195.7.33.37: bytes=32 time=34ms TTL=246
Request timed out.
Reply from 195.7.33.37: bytes=32 time=34ms TTL=246
Request timed out.
Reply from 195.7.33.37: bytes=32 time=14ms TTL=246
Reply from 195.7.33.37: bytes=32 time=25ms TTL=246
Reply from 195.7.33.37: bytes=32 time=23ms TTL=246
Reply from 195.7.33.37: bytes=32 time=27ms TTL=246
Reply from 195.7.33.37: bytes=32 time=26ms TTL=246
Reply from 195.7.33.37: bytes=32 time=23ms TTL=246
Reply from 195.7.33.37: bytes=32 time=28ms TTL=246
Reply from 195.7.33.37: bytes=32 time=26ms TTL=246
Reply from 195.7.33.37: bytes=32 time=21ms TTL=246
Reply from 195.7.33.37: bytes=32 time=17ms TTL=246
Reply from 195.7.33.37: bytes=32 time=26ms TTL=246
Reply from 195.7.33.37: bytes=32 time=25ms TTL=246
Reply from 195.7.33.37: bytes=32 time=23ms TTL=246
Reply from 195.7.33.37: bytes=32 time=18ms TTL=246
Reply from 195.7.33.37: bytes=32 time=21ms TTL=246
Reply from 195.7.33.37: bytes=32 time=20ms TTL=246
Reply from 195.7.33.37: bytes=32 time=21ms TTL=246
Reply from 195.7.33.37: bytes=32 time=23ms TTL=246
Reply from 195.7.33.37: bytes=32 time=25ms TTL=246
Reply from 195.7.33.37: bytes=32 time=28ms TTL=246
Reply from 195.7.33.37: bytes=32 time=25ms TTL=246
Request timed out.
Reply from 195.7.33.37: bytes=32 time=20ms TTL=246
Reply from 195.7.33.37: bytes=32 time=17ms TTL=246
Reply from 195.7.33.37: bytes=32 time=22ms TTL=246
Reply from 195.7.33.37: bytes=32 time=23ms TTL=246
Reply from 195.7.33.37: bytes=32 time=22ms TTL=246
Reply from 195.7.33.37: bytes=32 time=28ms TTL=246
Reply from 195.7.33.37: bytes=32 time=18ms TTL=246
Reply from 195.7.33.37: bytes=32 time=23ms TTL=246
Reply from 195.7.33.37: bytes=32 time=25ms TTL=246
Reply from 195.7.33.37: bytes=32 time=23ms TTL=246
Reply from 195.7.33.37: bytes=32 time=29ms TTL=246
Reply from 195.7.33.37: bytes=32 time=20ms TTL=246
Reply from 195.7.33.37: bytes=32 time=24ms TTL=246
Reply from 195.7.33.37: bytes=32 time=24ms TTL=246
Reply from 195.7.33.37: bytes=32 time=24ms TTL=246
Reply from 195.7.33.37: bytes=32 time=23ms TTL=246
Request timed out.
Reply from 195.7.33.37: bytes=32 time=20ms TTL=246
Reply from 195.7.33.37: bytes=32 time=55ms TTL=246
Reply from 195.7.33.37: bytes=32 time=41ms TTL=246
Reply from 195.7.33.37: bytes=32 time=36ms TTL=246
Reply from 195.7.33.37: bytes=32 time=25ms TTL=246
Reply from 195.7.33.37: bytes=32 time=39ms TTL=246
Reply from 195.7.33.37: bytes=32 time=39ms TTL=246
Reply from 195.7.33.37: bytes=32 time=46ms TTL=246
Reply from 195.7.33.37: bytes=32 time=32ms TTL=246
Reply from 195.7.33.37: bytes=32 time=12ms TTL=246
Request timed out.
Reply from 195.7.33.37: bytes=32 time=30ms TTL=246
Reply from 195.7.33.37: bytes=32 time=16ms TTL=246
Request timed out.
Reply from 195.7.33.37: bytes=32 time=17ms TTL=246
Reply from 195.7.33.37: bytes=32 time=16ms TTL=246
Reply from 195.7.33.37: bytes=32 time=28ms TTL=246
Reply from 195.7.33.37: bytes=32 time=20ms TTL=246
Reply from 195.7.33.37: bytes=32 time=16ms TTL=246
Reply from 195.7.33.37: bytes=32 time=18ms TTL=246
Reply from 195.7.33.37: bytes=32 time=24ms TTL=246
Reply from 195.7.33.37: bytes=32 time=27ms TTL=246
Reply from 195.7.33.37: bytes=32 time=20ms TTL=246
Reply from 195.7.33.37: bytes=32 time=26ms TTL=246
Reply from 195.7.33.37: bytes=32 time=15ms TTL=246
Reply from 195.7.33.37: bytes=32 time=27ms TTL=246
Reply from 195.7.33.37: bytes=32 time=37ms TTL=246
Reply from 195.7.33.37: bytes=32 time=22ms TTL=246
Reply from 195.7.33.37: bytes=32 time=10ms TTL=246
Reply from 195.7.33.37: bytes=32 time=16ms TTL=246
Reply from 195.7.33.37: bytes=32 time=23ms TTL=246
Reply from 195.7.33.37: bytes=32 time=11ms TTL=246
Reply from 195.7.33.37: bytes=32 time=38ms TTL=246
Reply from 195.7.33.37: bytes=32 time=16ms TTL=246
Reply from 195.7.33.37: bytes=32 time=17ms TTL=246
Reply from 195.7.33.37: bytes=32 time=19ms TTL=246
Reply from 195.7.33.37: bytes=32 time=25ms TTL=246
Reply from 195.7.33.37: bytes=32 time=14ms TTL=246
Reply from 195.7.33.37: bytes=32 time=25ms TTL=246

Ping statistics for 195.7.33.37:
Packets: Sent = 100, Received = 94, Lost = 6 (6% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 88ms, Average = 25ms

Drapper

fasty wrote:

Drapper,

Sorry I didn't see your post there.

To answer some questions you asked...

I'm using the Bray mast, I didn't get to speak to a TL and indeed when I tried to enquire about how to complain the agent on the phone told me he could deal with my issues. He seemed to think it unreasonable that I would want to be rid of a service that has been nothing but a pain in the neck since I got it two days ago.

He said I should email my complaint to support@irishbroadband.com which from what I've heard here is a proverbial black hole.

I didn't check my SNR, I'm told there are currently no issues with my mast or the high site.

Ok as them to give you your SNR level as if it goes below the 14 mark you are on a below par signal and no mather what they do in the basestation the up/downs will be poor!

what is your ping to the gateway? is it below 10ms? and are you behind a dual firewall or router? also the distance from the radio to you PC makes a difference !

M8 I've been through everything with IBB, but when it does work right its very good!

GO back to them with your ammo:-

SNR level:- TOO LOW
PING to Gateway :- BAD

this could be due to poor installation and your radio not pointing in the direction of the basestation

Drapper

fasty wrote:

My internet connection ROCKS!

pings seem ok, but put your trace rt up! to the www.boards.ie

fasty

Thanks for the info Draper, from the sound of it you've been down this road before. How long did it take until you got it resolved?

Pingtimes were ok but check the timeouts... 6% packet loss is unacceptable. I even asked the tech if this was by design or considered acceptable and he said it wasn't.

Pings and traces as requested...

C:\Documents and Settings\fasty>ping -n 15 83.141.122.129

Pinging 83.141.122.129 with 32 bytes of data:

Reply from 83.141.122.129: bytes=32 time=10ms TTL=255
Reply from 83.141.122.129: bytes=32 time=8ms TTL=255
Reply from 83.141.122.129: bytes=32 time=6ms TTL=255
Reply from 83.141.122.129: bytes=32 time=8ms TTL=255
Reply from 83.141.122.129: bytes=32 time=4ms TTL=255
Reply from 83.141.122.129: bytes=32 time=12ms TTL=255
Reply from 83.141.122.129: bytes=32 time=10ms TTL=255
Reply from 83.141.122.129: bytes=32 time=10ms TTL=255
Reply from 83.141.122.129: bytes=32 time=10ms TTL=255
Reply from 83.141.122.129: bytes=32 time=8ms TTL=255
Reply from 83.141.122.129: bytes=32 time=10ms TTL=255
Reply from 83.141.122.129: bytes=32 time=3ms TTL=255
Reply from 83.141.122.129: bytes=32 time=12ms TTL=255
Reply from 83.141.122.129: bytes=32 time=16ms TTL=255
Reply from 83.141.122.129: bytes=32 time=13ms TTL=255

Ping statistics for 83.141.122.129:
Packets: Sent = 15, Received = 15, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 3ms, Maximum = 16ms, Average = 9ms

Tracing route to www.boards.ie [82.195.136.36]

over a maximum of 30 hops:



1 7 ms 10 ms 9 ms bray-vl-vlan-1.irishbroadband.ie [62.231.50.193]

2 12 ms 6 ms 8 ms 62.231.32.238

3 11 ms 4 ms 8 ms DN03-fe-1-3-1-303-tallaght.irishbroadband.ie [62.231.52.34]

4 6 ms 9 ms 10 ms DN42-as1-0-ibis-access.irishbroadband.ie [62.231.52.134]

5 11 ms 8 ms 7 ms DN42-ae0-50-ibis-gw.irishbroadband.ie [62.231.52.157]

6 11 ms 7 ms 6 ms panama-inex.hosting365.ie [193.242.111.87]

7 18 ms 16 ms 21 ms corerouter1.hosting365.ie [82.195.128.7]

8 18 ms 15 ms 15 ms boards.ie [82.195.136.36]



Trace complete.

I've been trying to look for a pattern since pinging Google.ie doesn't have timeouts so I did traces of a few other sites. They all seem fine. The agent I spoke to insisted nothing was wrong and while he was polite I think he could've taken my complaints more seriously.

EDIT:

Forgot to say... My OS is Win2003 server atm I have the server connected directly to the black power over ethernet/network terminator gizmo the engineer left.

Have tried with and without various software based firewalls. It sucks so much that the rest of my machines are still on a D-Link DSL 504 so I haven't even hooked up the Linksys router I bought for the occasion.

Drapper

fasty wrote:

Thanks for the info Draper, from the sound of it you've been down this road before. How long did it take until you got it resolved?

Pingtimes were ok but check the timeouts... 6% packet loss is unacceptable. I even asked the tech if this was by design or considered acceptable and he said it wasn't.

Pings and traces as requested...


I've been trying to look for a pattern since pinging Google.ie doesn't have timeouts so I did traces of a few other sites. They all seem fine. The agent I spoke to insisted nothing was wrong and while he was polite I think he could've taken my complaints more seriously.

I've been through everything with IBB, think I know it better than them ! I think the problem is that the dont have enought bandwidth slots on the mast and its overloded, they will need to add new sectors, but I cant be sure.

Packet loss is normal 5% is not bad ! ask them are they undertaking upgrade at the moment and put a post on the BB Forum asking others if there is problems off the Bray Mast !

Also, get you SNR test results from the techie guys, and get them to run a few pings to you, are you behind a router m8? lan cables ect?

get the guy to monitor you downloading a file.......... he can see the sppeds you get on his side ! ask him is this acceptable?

Adey2002

IBB have a code of practice, including how to handle complaints and a complaint progression path..
http://www.irishbroadband.ie/htmdocs/faq/code_of_practice.htm
It is a requirement from Comreg that all providers have a complaints procedure...
http://www.askcomreg.ie/about_us/.51.LE.asp#311

If they refuse to allow you to raise the issue further, just mention that to them. Also mention that if you have reached the end of their complaints process tell them you will have no alternative but to raise it with comreg.. http://www.askcomreg.ie/about_us/.51.LE.asp#312

enno

fasty wrote:

Hmmm, their terms state 7 days cooling off after making the order NOT after installation.

Never mind that. Non-performance is non-performance.

fasty

I agree but legally I need to prove that the service isn't up to scratch. With no guidelines or minimum service level it's easier said than done I can't play the distance selling card at all.

fasty

Drapper wrote:

Packet loss is normal 5% is not bad !

It is? Can anyone else confirm or deny this? On ADSL I have ZERO packet loss. When I asked the support agent he told me that there shouldn't be packet loss and said it was a routing issue.

I took a look at some traces to sites I was pinging and apart from nodes within IBBs network they all went through different routers.

So his thoery that it's the internet being broken doesn't hold water with my since it works fine on Eircom BB and via the office network.

I pinged my machine from here and there were a few time outs too. Something is definitely up.

andmor

Service Degradation – Irish Broadband constantly monitors the quality of our network and the quality of all customer connections.

It is enough to make one want to throw up!
Our download speed (on 2Mb / 2Mb service) at lunchtime was 297 kbps down and 7.92 up on the www.irishisptest.com

We phoned Customer support at 2 p.m. and still waiting for someone to ring back. Feel like taking sledgehammer to the b****y thing on the roof!

fasty

I'm currently writing a letter of complaint to them to make things official. I don't think I can get any further with their techs as they won't troubleshoot my issue.

I am going to state in the letter that I have no faith in their ability to resolve my issue and as such would like to be released from my contract. I'm looking for legal backup in the sale of goods and services right now.

andmor

Further to my earlier post someone has just phoned and told me that they are having a problem with a "router". This is the first time since I emailed my initial complaint to NTR Broadband in Belfast on 9th June that anyone has told me anything about a problem on their side.


Is this some sort of techy mumbo jumbo to confuse the poor punters?

Must go and lie down as blood pressure is simply sky high.

fasty

Yay, just home from work try to test out my "perfect" IBB connected to a mast with no problems and I'm getting packet loss all over the place, 1m down and 300m up.

Great stuff, I'm done even trying to get it fixed... Phoning on Monday, will update you all. Thanks for the help

PowerHouseDan

My download speed has never gone over 600 for the last 2 months there excuse is they cant doi anymore. my average is 250-300.... I made a complaint to Comreg about it i am sick of saying it to Irish Dialup.

fasty

I'm sorry to hear that man. I'm gonna try to get rid of it NOW rather than put up with months of grief.

PowerHouseDan

Hope ya manage it, My present upload speed is 29kbps wtf like.......All i can say if ya get out of it i'm Jealous!

PowerHouseDan

Rang IBB today causei just got pised off, they said the sector i am on is always really busy and the guy said he will ask can i get on a different sector i dont really download so i will wait and see what they say.....