IBB- Can anyone help me here?

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 someone 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. What should I do from here?

Serbian

Well, for a start, those pings are absolutely awful. However, IBB say they don't guarantee latency, just bandwidth. They won't take high pings as a grounds for complaint. However, are you supposed to be on a 2 Mbps package or a 512 Kbps? If you are only getting 200k off Irish Speedtest and you are supposed to be getting 2 megs then you have every right to complain. Don't expect them to do anything about it though unfortunately.

If your phone line is not passing, it is now possible to get an engineer out to try and hook you up. I saw the post somewhere on boards.ie - I'll go take a look for it...

Undercoverguy

Do the pings again only this time ping 62.231.32.10 just do the normal ping test so that it stops afer a maxium of 30hops and make sure to post the packet loss at that appear at the end. So it should look like this:

C:\Documents and Settings\OnAirStudio>ping 62.231.32.10

Pinging 62.231.32.10 with 32 bytes of data:

Reply from 62.231.32.10: bytes=32 time=18ms TTL=57
Reply from 62.231.32.10: bytes=32 time=19ms TTL=57
Reply from 62.231.32.10: bytes=32 time=16ms TTL=57
Reply from 62.231.32.10: bytes=32 time=15ms TTL=57

Ping statistics for 62.231.32.10:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 19ms, Average = 17ms

su_dios

Firstly I'm on the 512 package becuase we didn't have time to go chasing IBB to get upgraded but were told we would be notified anyway! I want to know what I have to do to get upgraded and do you think I should be gettin a refund? Paying€48 a month for a service they don't offer?

Secondly I'm on mac using iTerm for pings so I'm not sure how to do that. All I did was type "ping www.boards.ie" and it keeps going, you have to exit to stop the pings. Any help there?

SkepticOne

I believe you can go "man ping" and get a manual page for the ping command. See if there are options to specify the number of packets sent. This may produce the appropriate statistics at the end of the display.

e.g. ping -c 10 boards.ie.

This is from my linux machine. The macintosh may have a different option (not -c). The manual page should tell you.

su_dios

iBook:~ Breff$ ping -c 10 boards.ie
PING boards.ie (82.195.136.36): 56 data bytes
64 bytes from 82.195.136.36: icmp_seq=0 ttl=55 time=46.229 ms
64 bytes from 82.195.136.36: icmp_seq=1 ttl=55 time=53.319 ms
64 bytes from 82.195.136.36: icmp_seq=2 ttl=55 time=244.270 ms
64 bytes from 82.195.136.36: icmp_seq=3 ttl=55 time=36.142 ms
64 bytes from 82.195.136.36: icmp_seq=5 ttl=55 time=26.132 ms
64 bytes from 82.195.136.36: icmp_seq=7 ttl=55 time=51.247 ms
64 bytes from 82.195.136.36: icmp_seq=9 ttl=55 time=97.219 ms

--- boards.ie ping statistics ---
10 packets transmitted, 7 packets received, 30% packet loss
round-trip min/avg/max/stddev = 26.132/79.223/244.270/70.489 ms


Drastic improvement over the other day but it was slow all day long! Compare that with my pings above!!

SkepticOne

30% packetloss would indicate a definite technical problem. Keep at them to have it investigated.

fasty

SkepticOne wrote:

I believe you can go "man ping" and get a manual page for the ping command. See if there are options to specify the number of packets sent. This may produce the appropriate statistics at the end of the display.

e.g. ping -c 10 boards.ie.

This is from my linux machine. The macintosh may have a different option (not -c). The manual page should tell you.

Ping on a Mac is the same as ping for Linux/FreeBSD/Other Unix style OSes so -c works.

richardo

We were told they would let us know

This may sound like a daft question, but have you repowered the antenna power supply recently??

I too was told I would get a letter telling me when I was to be upgraded to 2mb. After seeing a post on the Boards, I repowered, and there it was - 2mb. I did get the letter, but it was about a month later.

Deacon Blues

Thanks ricardo !!!

I power cycled my radio after reading your post, and found I'm up to 1 meg from 512k. Had been on to IBB tech support, and was told I'd have to change packages. Didn't bother, since the new contention ratio was lousey. Mad !!!

richardo

Deacon Blues wrote:

Thanks ricardo !!!

I power cycled my radio after reading your post, and found I'm up to 1 meg from 512k. Had been on to IBB tech support, and was told I'd have to change packages. Didn't bother, since the new contention ratio was lousey. Mad !!!

My pleasure!!

My experience of IBB is one of very good service and cr*p support. I've been with them for six months now and have few complaints with connection speeds etc, but their Sales/Support is unbelievably bad. It has reached the stage that if you have a problem, don't contact them - post on Boards.ie instead. You'll get a faster, more reliable response each time

Phibsboro

Hmmm... On that basis, anyone have any ideas for this one?

My 1 meg breeze connection has been down since Sunday. It started to go slow Sunday with intermittent complete drops. By Sunday evening the green link light on the power supply had gone out and my connection was dead. Looking up at the radio on the aerial, I see one flashing red light, a solid green light and a solid red light, reading from the pole outwards. I have obviously tried unplugging the power.

I rang IBB yesterday (U2 on Monday distracted me ) and the guy on the phone said almost immediatedly that it was a bad signal to noise ratio problem and would need an enginieer call. He said someone would be in touch to organise it but so far no joy.

I am on Guinness Mast. I saw a post recently suggesting they have added in an extra receiver (or whatever its called) on that mast. I wonder if that could be the issue? Anyone else having any issues on Guissness since the weekend?

Any comments or help would be appreciated

Thanks,
C

su_dios

Ah right so how do I repower this? I have the old mesh antenna and old equipment so I still need to get upgraded. My mate has the new antenna and he got upgraded automatically but he joined months after I did. His speeds are great though and never has problems with the service.

gsand

i was in the exact same position as you mate

had to ring them constantly to get them to come and upgrade equipment, then i automatically went onto 2meg as was paying 48 for 512 8:1

the only way is to make it so that u annoy them so much its not worth their while not to come down and sort out equip upgrade..

su_dios

Looks like its going to take a while then. Its a pity because IBB used to offer the best service and now they're gone to the dogs! I'm not too worried about speeds I'm just looking for good pings because it almost takes as long as dial up to load a simple page. Such a joke! Thanks for all the help. You think IBB reads these threads?

juliuspret

Im sure all Broadband suppliers read these pages.

Recently saw someone from Digiwed telling people to get in contact as they were having a lot of bad posts on this forum.

GarfieldConnel comes around once and a while with Smart propoganda.

Recently I have seen posts from people who appear to work for IBB...so rest assured IBB are watching what is being posted here.

Phibsboro

Just to let you know the situation re my previous post. I had an engineer call out the following Monday (after a misunderstanding when the support guy tried to short circuit the scheduling process and get me a cancellation on the previous Friday). I was away so I had my sis go down and open up for them. They couldn't solve the issue - I spoke to the guy on the phone after he was through and he said he couldn't see what was wrong but that he had spoken with someone in Head Office who said it might be a network issue and not to de-install me - de-install me! I nearly fainted Whatever amount of slagging IBB get on these forums, they are by far the best available service at the price when it works - I was in no humour for going back to a 128k up DSL service for example. The following Friday I got a call in work saying that there was a crew in my area and would someone be there for them if they called round. I took a long lunch and met them myself. These guys were IBB employees (IBB van etc - I think the first guys were contractors) and they knew what they were doing. They stood right up onto the chimney breast and eyeballed Guinness's - reckoned that I had a small window of visibility and that there were trees on either side of that window. Obviously summer being summer, the trees were getting bigger/leafier. So, they changed my aerial from a 5.8 to a 5.4 and went searching for another mast that might work. They eventually found ESB/Merrion Square and got a great signal from that, better than I was getting with Guinness. When they rigged it all up, I was getting pings to IBB in the order of 4/5ms which I had never seen before, and of course full speed. So I was delighted

So I have my lovely service back, only better than ever. It probably shouldn't have taken 10 days to get sorted, but I am honestly not sure if any other ISP would be much faster with a residential customer that required a call out. I get the distinct impression that IBB are having major growing pains at the moment and the whole support process is straining under the pressue. But I think once they get that sorted (e.g. give the engineers mobile dial up and let them assign the new IP's themselves! That bit took a half an hour of messing - trying to get through to head office etc.) then I think IBB will become the ISP of choice for discerning geeks (no need for phone line, synchronous connection, generous/no cap depending on service, no money penalty for exceeding cap)

C

Drapper

Phibsboro wrote:

Just to let you know the situation re my previous post. I had an engineer call out the following Monday (after a misunderstanding when the support guy tried to short circuit the scheduling process and get me a cancellation on the previous Friday). I was away so I had my sis go down and open up for them. They couldn't solve the issue - I spoke to the guy on the phone after he was through and he said he couldn't see what was wrong but that he had spoken with someone in Head Office who said it might be a network issue and not to de-install me - de-install me! I nearly fainted Whatever amount of slagging IBB get on these forums, they are by far the best available service at the price when it works - I was in no humour for going back to a 128k up DSL service for example. The following Friday I got a call in work saying that there was a crew in my area and would someone be there for them if they called round. I took a long lunch and met them myself. These guys were IBB employees (IBB van etc - I think the first guys were contractors) and they knew what they were doing. They stood right up onto the chimney breast and eyeballed Guinness's - reckoned that I had a small window of visibility and that there were trees on either side of that window. Obviously summer being summer, the trees were getting bigger/leafier. So, they changed my aerial from a 5.8 to a 5.4 and went searching for another mast that might work. They eventually found ESB/Merrion Square and got a great signal from that, better than I was getting with Guinness. When they rigged it all up, I was getting pings to IBB in the order of 4/5ms which I had never seen before, and of course full speed. So I was delighted

So I have my lovely service back, only better than ever. It probably shouldn't have taken 10 days to get sorted, but I am honestly not sure if any other ISP would be much faster with a residential customer that required a call out. I get the distinct impression that IBB are having major growing pains at the moment and the whole support process is straining under the pressue. But I think once they get that sorted (e.g. give the engineers mobile dial up and let them assign the new IP's themselves! That bit took a half an hour of messing - trying to get through to head office etc.) then I think IBB will become the ISP of choice for discerning geeks (no need for phone line, synchronous connection, generous/no cap depending on service, no money penalty for exceeding cap)

C

10 days your lucky! some guys are waiting 2 months for issues to be sorted, count yourself as VERY luck!!