Are there any happy IBB customers??

[JMK]

PS

My line is still 1700k with the new server. even at peak times it never drops too far.

They answer on the second ring, no more 40 minute holds. I even got a call from them to see was I happy and did I need any extra cables etc.


never got that from IBB


JMK

[anoble66]

i am probably going to regret posting this but....ever since i had my shouting match with them my connection as been superb! I have never dropped below 1.80Mbps, this morning i even got 1.98Mbps which is very good..upload has still never got over 500kbps but to be honest i am not too bothered about that yet..

as i said i am sure in a few weeks time it will all go to $hite again but maybe..just maybe they have sorted my connection out for good...prepared to give them the benefit of doubt for now..

[JMK]

Yes , I am glad you have a good line now. But ask yourself this.
In order to give you a good line, how many other users got cut down on bandwidth?.

I mean, if it was always so easy, then why not give you a good line from the start?.
I remember seeing a IBB van on my road and knowing that from now on the new customer will have "the good line", and I was right.

After that my speed droped even lower then dial up.


JMK

[jim_b_o]

Go one step further than cancelling the Direct Debit. See below...

I got IrishBroadband (Breeze 2MB) installed in Sep '05. Took a few weeks between sign-up and install, but once completed I was very happy with the connection. I work from home and use it a lot and had no problems. That was until mid Nov when it failed completely. It seems to be a problem with the aerial on the roof.

I reported the problem immediately and it still isn't fixed (now over 2 months later). I've spent many hours on the phone to tech support, left messages with the Customer Services Manager and made an official complaint via their advertised mechanism. None of these things has helped. IrishBroadband scheduled three visits to fix the problem. On two of those occasions they didn't show up. On one occasion they did, but couldn't fix it because they couldn't get on the roof as it was raining.

So hit them where it hurts... I've cancelled the Direct Debit. I've also discovered that their accounts admin is as poorly organised as their maintenance department. Under the Direct Debit scheme they are required to give 14 days notice prior to applying each monthly debit to your account. This they have not done. Hence I have requested my bank to reverse all the payments that have been made (except the first which is usually authorised in a different way). I had the money back within two days. Now IrishBroadband call me, which is an improvement, although I'm still not holding my breath that they'll fix it.

Anyway, if you're having trouble with them, check the date on the invoices they email you (the date on the invoice itself, not the date you received it (strange but true)). If that date is less than 14 days before the corresponding payment went out, they've broken the terms of the Direct Debit agreement and you're entitled to a refund.

For further info check out http://www.ipso.ie/frames/IrishPayme...ganisation.htm. The document on that page entitled 'Full Scheme Rules (50 pages) Version 4.13' has all the details. Page 12 covers what I've discussed above, and the preceeding pages have other background info. Suggest you print page 12 and take it with you when you go to the bank so that they don't try and fob you off.

Vote with your €€€€s!

P.S. You'll probably technically still owe IrishBroadband the money (at least for any period you had a working service) so don't go spending it just yet. Simply be as proactive with arranging alternative payment as they are with fixing your problem. In my case I want recompense for the missed appointments and a few sweetners if they want to keep me as a customer. I still liked it when it worked but a 50% availability is criminal.

[anoble66]

hi jim_b_o

interesting info there, thanks. I knew i would regret my above post, connection has gone to $hit for the last 3 days. At the moment i am getting 239kbps down and 26.9kbps up...

i was promised an engineer visit over a week ago, emailed the supervisor and account manager today to complain, again - no reply. They already have it on file that my radio is continously bouncing since install, which is a failed install so i should be able to cancel the contract. They said they would not charge me until an engineer had been out to fix the signal problem but not suprisingly checked my account and they have charged me...so they now own me money.

jim_b_o - have you had any comeback from them eg legal threats etc for cancelling your direct debit?

cheers

[jim_b_o]

No threats. I was phoned by accounts when I cancelled the Direct Debit and asked why. I told them the same as I explained above which they accepted and they said they'd get support to fix the problem. That was a week ago and I've heard nothing back from accounts or support. I had also rolled back the other payments by the time they phoned me but I'm not sure they were aware when they phoned. I told them what I had done during their call. Usual story then, they're polite but not apparently competent.

I'm not particularly worried about any threats from them. On their web-site under the 'Legal' section they state that they aim to resolve any connectivity problems within 5 days. 'Aim' is a pretty loose term but I'm sure any reasonable legal assessment is not going to suggest that they've come within a bulls-roar of that stated level of service. I think I'm well within my rights to cancel the Direct Debit after 2 months of no service whatsoever. And the point regarding the advance notice period for the Direct Debits which they did take out is very clear. I phoned IPSO (see the link provided in earlier message) to clarify what I was planning on doing and they agreed I was perfectly correct. IBB can now counter claim under the DD scheme but will need to prove they gave the required notice which I'm sure they can't as I have copies of the notice they did supply and it was insufficient. This is obviously just a technicality but I feel much better now the money is in my account not theirs, and you only have to deal with the bank to make it happen, not IBB. Of course IBB can still ask me for the money. I hope they do as it gives me an opportunity to ask them to fix the connection without me having to wait an hour in a phone queue.

[Giony]

if you're thinking of getting IBB turn back they're not worth it. i have a 2mb or thats what they say and my speed is actually 10k it takes like 5 mins to scroll a text page with like 20 lines and downloads are 2k i called them lots of times and they told me to check my pc for spyware/adware. "ah g i didnt think of that" i did it and they also told me that on their screens it comes 100k download speed, yea right. im changing, anyone know a proper service that actually offers 2mb?

[anoble66]

sent the supervisor and account manager an email telling them i am disconnecting - unsuprisingly - zero response. Think i am going to also send it on to the MD of Irishbroadband asking why his employees find it so difficult to respond to emails and that I find it hard to believe that his company is actually solvent if this is the way it treats most customers.

[anoble66]

irishbroadband and ntrbroadband are the same company arent they? just one deals with NI and one wit ROI - or am incorrect?

Just been looking on the ntrbroadband website, interestingly they advertise their 1mb and 2mb breeze services as the following:-

1mb = Download speed 256 Kbps - 1024 Kbps
Upload speed 256 Kbps - 1024 Kbps

2mb = Download speed 512 Kbps - 2048 Kbps
Upload speed 512 Kbps - 2048 Kbps

thats a big difference to our contention ratio! on the 1mb you are guaranteed 1024 / 47 = 21.78kbps and the 2MB is 2048 / 23 = 89kbps

if anyone knows that they are definately the same company using the same infrastructure then there is no reason why our minimum download/upload should not match..

anyway, ive disconnected had enough.

[rommy667]

very intresting info on grecit debit their,lol i to this day only ever recieved 1 bill from them the first bill i cant even get them to tell me the date the $ is taken let alone 14 notice. i got ibb in nov 04 and i have to say for the 1st year it was great had a few speed issues from time to time, but the last 2 months have have SUCKED,to make a long story short i lost all speed and they kept telling me its ok their end bla bla so i asked for the guys to come out,but no they would not send them out so i booked a deinstall to get them out they could not believe how bad it was (0.8kb/s dl speed from firefox) so they tried to move me to a new high site but i had to stay on current one,they gave me new ip & gateway for 4 days and nights it was amazing i could dl and upload at 340 kb/s at SAME TIME 24 hrs a day it was awsome but on the 5th day im back to square 1 40k dl speed and NO upload im p*ssed off now.i moved to nova networks in the middle of all that only to find they block ALL p2p and skype so they suck even more so now im stuck looking for a good isp i dont like phone isp as they give little or no upload & have horrid caps..........sorry bout long post

[JMK]

I think the most annoying thing about IBB is that they give the impression that the customers dont matter. I found that when I rang, I was a bit miffed but after 40 mins of "we are glad you called, please hold" and "your call is important to us, please stay on the line" you want to f*****g kill someone when you get answer. Am I the only one that got the impression that as soon as you hung up they just forgot all about you and your "ticket". It may as well have been a lottery ticket, you would have as much chance of winning the Lotto as getting any help from them cowboys.

IBB if your reading this!



Get stuffed.


JMK

[anoble66]

they certainly give the impression that they really dont give a $hit that their service is bad to existing customers, all they want to do is continue to sign up new customers. I was expecting a bit of a fight from them when i wanted to cancel, but to be honest they didnt care one bit.

now with bt irelands 3mb service, well i will be once they process my order - but thats another thread

[Giony]

i called em and waited 30 mins (obviously) and i told them about the problem and they said that someone will call, its been 3 days and no call

[anoble66]

giony - tell them where they can stick there connection, you will not get a call back from them - i can guarantee that much.

[JMK]

It's like a really strange plan. Get a new customer, take his line away, Keep taking his money until he gets pissed off and cancels. Get another new customer etc... For gods sake, half the so called Help Desk dont even speak English.



JMK

[anoble66]

jmk - thought you had switched providers? or are you running a new isp in parallel to ibb?

[Giony]

guess what, i called them again and waited like 2mins on hold i gave them my details etc and they gave me a ticket number and said that "they will fix it right away"

[anoble66]

i hope they prove me wrong and actually fix it - but i doubt it..

[JMK]

Anoble66


I did change provider. But IBB wont come and take the crap away from my roof.
That is why I still post here, to try and warn others that feel trapped by them.

[Giony]

who did u change to?