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

fasty

Their network is totally overloaded and as such they can't provide a service even near what I'm paying for. Right now it's WORSE in terms of speeds on up and download than Eircom's 2m service with 1% packet loss minimum.

Plus when you actually use it for games it's really sluggish compared to DSL.

Red Alert

I got a letter telling me i'd be upgraded to 2MB, so i headed over to IrishIsptest.com and i found I am only marginally better than a 128K isdn line - twats!

Blaster99

I'm on the Bray mast too and the performance is **** at the mo. I haven't been using it much the last couple of weeks but I've noticed a gradual slowdown. I've gotten a few e-mails about them doing work on the mast so maybe they're trying to fix it, who knows. This stuff is typical IBB fare, by the way.

fasty

Well they told me on Thursday that there were problems with the mast but now it's "fixed" but things are just as bad. I was just testing it there and it's LOUSY. One way or another they're gonna take that junk off my roof and I'll stick with Eircom. I'll never curse them again... 20 mins downtime in 3 years and the occasional loss of sync that needed a router reboot (prob the crappy router)

philologos

you are seriously better off getting a DSL line and a wireless router in your house

fasty

100 pings of www.jolt.co.uk from an Eircom Home Plus connection with a WinXP system DLink router...

Ping statistics for 82.133.85.65:
Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 26ms, Maximum = 230ms, Average = 34ms

and on a Mac running Darwin connected directly into the IBB ntu...

--- www.jolt.co.uk ping statistics ---
100 packets transmitted, 91 packets received, 9% packet loss
round-trip min/avg/max/stddev = 21.318/46.759/120.844/18.877 ms

Blaster99

I'm not sure how relevant this is, but my first hop and your first hop are the same and my pings are fine. DL and UL speeds are crap, UL speeds in particular. Try pinging just 62.231.50.193. You should get fairly steady pings from the mast. I just did this and noticed that the pings are in the 7-10ms range which is a bit high from memory. I think they're usually about 3-5ms. Anyways, if you get packet drop to 62.231.50.193 then I would think something is wrong with your install.

fasty

It's quite relevant... I tried pinging the first few hops of traces in an attempt to troubleshoot but the tech said he could forward it to the network guyd but he didn't think there was much he could do.

Packet loss = overloaded network.

Slow download speeds = overloaded network.

When you call them they start talking contention before they even troubleshoot.

3% packet loss to 62.231.50.193

But again, they won't troubleshoot...

Blaster99

For all it's worth, I'm getting pretty crazy pings to mast as well now. Looks like a capacity problem. The last time this happened it took them about a month to fix it.

fasty

Well, in a month I'm hoping all that will be left of IBB in my house is a small hole in the wall where the cable came in... Waiting that long is just unacceptable.

Thanks though Blaster99 for the feedback.

su_dios

Hey right I'm really lost with this whole IBB thing. I'm on the breeze plus 8:1 512 package and we heard they were upgrading to 1mb so we asked to be notified when this happens. We were told they would let us know but it's be a while on our mast. That was a good few months ago and no word and nearly everyone is on the 2mb package and at the moment we're pushing 200kbps off that irishisptest.com. Can some one help me? These are my pings and traces to the boards but I don't know if theyre good or bad?

PING www.ireland.com (195.7.33.37): 56 data bytes
64 bytes from 195.7.33.37: icmp_seq=0 ttl=245 time=1466.199 ms
64 bytes from 195.7.33.37: icmp_seq=1 ttl=245 time=1246.085 ms
64 bytes from 195.7.33.37: icmp_seq=3 ttl=245 time=1651.902 ms
64 bytes from 195.7.33.37: icmp_seq=5 ttl=245 time=1282.690 ms
64 bytes from 195.7.33.37: icmp_seq=6 ttl=245 time=772.314 ms
64 bytes from 195.7.33.37: icmp_seq=7 ttl=245 time=1052.314 ms
64 bytes from 195.7.33.37: icmp_seq=8 ttl=245 time=1127.691 ms
64 bytes from 195.7.33.37: icmp_seq=9 ttl=245 time=981.378 ms
64 bytes from 195.7.33.37: icmp_seq=12 ttl=245 time=1214.475 ms
64 bytes from 195.7.33.37: icmp_seq=13 ttl=245 time=1293.894 ms
64 bytes from 195.7.33.37: icmp_seq=14 ttl=245 time=1487.832 ms
64 bytes from 195.7.33.37: icmp_seq=15 ttl=245 time=870.701 ms
64 bytes from 195.7.33.37: icmp_seq=16 ttl=245 time=1053.134 ms
64 bytes from 195.7.33.37: icmp_seq=17 ttl=245 time=908.248 ms
64 bytes from 195.7.33.37: icmp_seq=18 ttl=245 time=1344.832 ms
64 bytes from 195.7.33.37: icmp_seq=19 ttl=245 time=1403.744 ms
64 bytes from 195.7.33.37: icmp_seq=20 ttl=245 time=1375.567 ms
64 bytes from 195.7.33.37: icmp_seq=22 ttl=245 time=322.011 ms
64 bytes from 195.7.33.37: icmp_seq=23 ttl=245 time=923.565 ms
64 bytes from 195.7.33.37: icmp_seq=24 ttl=245 time=1472.842 ms

traceroute www.boards.ie
traceroute to www.boards.ie (82.195.136.36), 64 hops max, 40 byte packets
1 10.0.1.1 (10.0.1.1) 2.408 ms 1.375 ms 1.376 ms
2 phibsboro-hu-vl-1.irishbroadband.ie (62.231.33.145) 1014.156 ms 826.501 m 1093.804 ms
3 rte-phibsboro-vl-link.irishbroadband.ie (62.231.32.177) 1582.835 ms 1557.45 ms 1320.632 ms
4 83.141.117.1 (83.141.117.1) 1423.410 ms 1149.215 ms 1004.154 ms
5 dn42-as0-0-ibis-access.irishbroadband.ie (62.231.52.153) 962.580 ms 655.197 ms 833.224 ms
6 dn42-ae0-50-ibis-gw.irishbroadband.ie (62.231.52.157) 996.594 ms 1126.242 ms 1360.395 ms
7 panama-inex.hosting365.ie (193.242.111.87) 1523.869 ms 1486.006 ms 709.329 ms
8 corerouter1.hosting365.ie (82.195.128.7) 1056.302 ms 1330.049 ms 995.930 ms
9 boards.ie (82.195.136.36) 925.254 ms 809.831 ms 915.912 ms

Thing is we have to stay with IBB because our line failed. Just look how long it took to load boards.ie.

By the way I'm on the phibsboro mast. What do I do or say? We're very pissed off since we were told we were going to be updated and we had paid for the better package too and are still paying the same for 512 as those on 2mb

Ludo

fasty wrote:

Well they told me on Thursday that there were problems with the mast but now it's "fixed" but things are just as bad. I was just testing it there and it's LOUSY.

I had IBB out to my place in Bray on Thursday to install for me. They werent able to do it as the signal was too bad. Three of four houses around me (across the road) have IBB already and I cant understand how they still have the masts up if I cant get a signal. The engineer was a bit confused about this aswell as he thought it would be a simple install with so many other people near by with it already.

Thank god they went away without installing it so I dont have to pay for a crap service. They did ring back on Friday to say they would be out again this week to try the install again with some new hardware they are trying out.

Almost hope it doesnt work after reading all this here.

fasty

I hope you can't get it too!

Ludo

fasty wrote:

I hope you can't get it too!

The only reason I havent cancelled the install altogether is that poxy eircom doesnt provide a broadband service in my area yet so IBB is the only option open to me.

If I were you I would just cancel the direct debit and let them come to you. I have done that before for shoddy service and got a threatening letter from the company involved saying I had to honour the 12 month contract (not broadband related by the way). I simply replied restating my complaints and never heard from them again. Companies will try bullying you into submission but you just have to stand firm if you are not getting what you are paying for.

fasty

I wish I could but cancelling a Direct Debit or CC charge without doing things "right" makes you liable and could effect credit ratings and whatnot. I'm quite happy to spend the time to get my way legally by sending complaints through the proper channels and escalating things to the relevant regulatory authorities.

Roughly what area of Bray are you in? I thought more or less the whole place could get ADSL by now :S

Ludo

I'm on the Southern Cross. I have been onto Eircom loads of times about it as has a neighbour of mine to get them to sort it out. They keep promising it will be done within 2 months at most...thats been for the last year roughly so I am not holding my breath. The exchange is enabled obviously but we are too far from it as the lines take a circuitous route to get there and not all the lines in the exchange have been upgraded yet anyway they say.

fasty

Ah yeah, you're quite far from the exchange anyway, I think it's down near the postoffice or something like that.

I'm near the Herbert Road and I can see at least 4 IBB aerials around the place. I wonder if they're as unhappy as me? I guess some people just use it for the off email and others totally cane their connections and habe BitTorrent running ALL THE TIME.

It's the only explanation for the horrible packet loss and contention issues - their network is overloaded.

I was under the impression that they imposed some QoS on excessively heavy users. I guess not :S

Blaster99

I'm on the Southern Cross too and I have Eircom ADSL (as well as IBB). It should work for you too obviously. It's borderline for the test but the test is bollocks. I notice a lot of people have IBB around the Southern Cross so I'm guessing a lot of people are failing Eircom's test.

fullmoon

300Kbps with my 2MB wireless connection signed up for UTV internet free trial getting 896Kbps with there 1MB, Irish broadband connection has been a joke for the last month they have me downloading ISO files and resetting the radio waste of time, 16th June got 1.7mb with IBB lasted 6 hrs and now back to this crap. 2 months left on the contract I'm moving to BT 2MB plus phone line rental for €50 all in. IBB can sing for there money. :mad:

JanneG

I can honestly say that I haven't had any issues what so ever with IBB.
In Greystones so on the same mast as Bray although the other side.

Ping stats for www.jolt.co.uk (as been referenced already)

--- www.jolt.co.uk ping statistics ---
50 packets transmitted, 50 received, 0% packet loss, time 49496ms
rtt min/avg/max/mdev = 17.365/22.345/31.333/3.471 ms

With an average ping there of about 22 ms I'm not complaining.
I get a constant download speed for 200+ kbs (so defo 2 Mbit speeds) any time during the day.

It seems like most people that are complaining got the upgrade from the 1 Mbit connection to the 2 Mbit?

I have the 2 Mbit connection from day 1.

andmor

I am one of those complaining and I have had the 2Mbit connection from day 1. It worked perfectly since installation in April til end of May since when I have been waging a fruitless war with IBB to have something done about it.

Ping stats for www.jolt.co.uk
Sent 4 packets received 3 lost 1 (25% loss)
Minimum 36 ms Maximum 84 ms Average 56 ms

Download speed from www.irishisptest.com
297 kbps
Upload speed
41.7 kbps

On Friday the customer service chap told me there was a problem with a "router" and to ring back today if the problem persisted (which it has done for the last month!). Today couldn't get the same person and someone else couldn't understand why I had been told that!! Now he says he is arranging for an engineer to call out which I had requested since 14th June to a Michael Johnston of their N.Ireland subsidiary in Belfast. I suppose it will be another month before anything happens again?

fasty

JanneG,

Aye, some people will get a fine service from day one. I'm the same with Eircom for example. I haven't seen ANY of the problems I've read about on these boards. I think I've just been unlucky but well, I just don't want to spend all my time chasing up engineers and techs to fix faults that I shouldn't have to pay for.

PowerHouseDan

Right i wrote a very bitchy letter to IBB on saturday, and also rang to get changed to another sector, since about 3 hours ago i am getting 2mb Down and 3mb Up WTF i give it another 2 hours and it wil be back to normal

juliuspret

Whow....
Could you do a Print Screen of the http://www.irishisptest.com/myspeed as those speeds are damn high.

spooky donkey

Well im about to cancle my direct debit ive had enough of being told they will look into it and nothing happening.

peterk19

Why didnt i read this thread before i let them instal
Pete

JohnDigital

Ive just ordered IBB in Bray, damn I hope it is better than what some of the other areas are getting.

I will be very close to the mast, actually probably one of the closest customers, with a totally clear line of sight with no buildings between me and it. Do I stand a better chance with my location, or is that of little relevance?

JNive

your closeness will only effect the quality from you to the first hop, anything after ( such as overloading, contention, netwrok problems ) then no, it doesnt matter and you may still get sub dial-up speeds. You probably wont suffer disconnects, but high latency, slow speeds are very possible

spooky donkey

its schocking reading through all the IBB threads how many people actually have problems. I wonder how many IBB cuntomers have never heard of boards and so have not yet come here complaining?

Adey2002

JohnDigital wrote:

Ive just ordered IBB in Bray, damn I hope it is better than what some of the other areas are getting.

I will be very close to the mast, actually probably one of the closest customers, with a totally clear line of sight with no buildings between me and it. Do I stand a better chance with my location, or is that of little relevance?

I'm not close to the mast at all, but when I ping it i get 100% response at 1-3ms, excellent reponses. When I ping boards I get 20-25% loss and pings into the hundreds with total crap download speeds. The closeness of the mast doesn't make a difference. It's after that the problems begin.