IBB business "service"

[lupanordlaw]

we've been using IBB's 3MB business service (with an aerial on the rooftop) for a couple of years and the service is extremely variable. I use a number of different speed test websites and while the results are not the same, they all show that there are wild fluctuations in access speeds available. We NEVER achieve 3MB, typical speeds are usually around 1MB. On some occasions the service has been virtually unusable - slower than dialup - and the response we usually get is..."oops - your settings have somehow changed, we'll reset them". The service then improves. Some months ago they redirected our service to a new "highsite" transmitter and the speeds increased dramatically. For about two weeks. Now we're back to 1MB average. All this suggests that they have serious capacity problems, so they reduce the service some users are getting to enable them to respond to those who complain. Reading this ande other forums, I don't think they are any better or worse than other ISPs - they are all charging too much for a service which they are not delivering. And where is COMREG in all of this? Nowhere to be seen.

[Rkiver]

I had IBB for a while myself before I moved, about 2 years, and I suffered the same issues. Never mind that it took 8 months and COMREG breathing down their necks to get anything done. If you want COMREG to be involved you need to go to them, with some evidence, so use the speed test over the period of a month, get screen shots etc, then go to COMREG about it. You will see something done then.

[tqde0]

Originally Posted by Rkiver

I had IBB for a while myself before I moved, about 2 years, and I suffered the same issues. Never mind that it took 8 months and COMREG breathing down their necks to get anything done. If you want COMREG to be involved you need to go to them, with some evidence, so use the speed test over the period of a month, get screen shots etc, then go to COMREG about it. You will see something done then.

Have just disconnected from IBB 3MB up / 3MB down for pretty much the same reasons, in my case, they could not provide 3MB up and the latency, expressed using the Ping function, of the connection was double that provided by Permanet. The funny thing was that the IBB was a faster connection with lower contention ratios than the Permanet connection yet it never delivered the speeds advertised by IBB.

For 4 weeks, IBB claimed that my speeds and latency issues were well within their service norms, when I finally went to cancel the service I was escalated to their head of support, who within 30 seconds recognised the problems I was having and arranged for there aerial guys to revist and check the aerial. They did this and found that the aerial positioning was fine, yet no resolution to my problems.

In conclusion, IBB's "Customer service" & "product" is pretty much what I would expect from a division of National Toll Roads, given that ALL NTR's business has no choice but to wait and pay.