taint.org: Justin Mason’s Weblog

Argh, it’s never easy.

After this post, the consensus was that nowadays, Eircom have a pretty good quality of service for their DSL offerings, taking both price and service into account. I was happy enough to go with that, so I ordered their “Eircom broadband always on 2MB and Eircom talktime anytime bundle”, back around the middle of April.

I had a great call with the sales agent, Hazel. Everything went swimmingly, we were all set for the modem to be delivered and the service to be up and running in 10 working days — by May 1st April 30th. I asked for an order reference number and she said I didn’t need one, it was all handled in their system. Great!

Unfortunately it seems the call centre staff never got that quality-of-service memo.

Come May 1st, there was no sign of the modem, so I rang Eircom’s order line to see how things were going. To my horror, the staff I talked to told me that there was no record of my previous order, or call… it was as if that call had never taken place at all. No part of the order had even started.

As a result, I’ve had to reorder from scratch. The previous 10 working days we’ve waited counts for nothing. (The agents lie through their teeth about this, though — one agent says they’ll send it out in the “next 3-5 days”, the next agent insists that we have to wait the full 10 days, and the next says somewhere in between — anything to get us off the line within 4 minutes.)

This is bad news, since we’re waiting on the broadband to move in — since I work from home, we can’t move in until we have a good ‘net connection.

We can’t even make a complaint to Eircom about this fuckup, because they refuse to take complaints without the original order number to reference — the one that “Hazel” told me wasn’t needed anymore. Now that’s bureaucracy. Attempts at escalation just wound up with a dead end, where supervisors had no names and had left the office at 10am anyway. >:(

Best of all, their online complaints system now takes a maximum message length of 400 characters, so you can’t even provide a detailed written complaint online anymore. (That is, not unless you submit the complaint in 15 separate parts…)

What a fiasco.

So we now have to wait until May the 15th. We’ve submitted the complaint via the aforementioned 15 parts, and postally; if they don’t take action on those, we’ll complain to Comreg (and let’s see what that’s worth).

But here’s a question — assuming they fail to deliver the second order within time this time around, can we cancel at that stage? There’s a minimum contract length of 6 months, but since the service hasn’t been delivered, I would hope that hasn’t started yet. The terms and conditions document says:

“Ready for Service date” (otherwise “RFS date”) means the date on which eircom establishes the Facility for the Customer.

3.1 This Agreement shall commence on the Ready for Service date and shall be for the Initial Period. Provided that this Agreement has not been terminated in accordance with its terms or in accordance with the Regulations, this Agreement shall thereafter automatically renew for successive six-month periods. For the purposes of this clause 3, a six-month period will be calculated from the anniversary of the RFS date.

3.2 The Customer may cancel its order for the Facility at any time prior to the RFS date. In the event of such cancellation by the Customer it shall be obliged to return any Kit, which may have been provided to it by eircom. Any Kit shall be returned to eircom by posting it to the freepost address detailed in the welcome pack. In the event of any Kit not being returned to eircom within fourteen (14) days of the cancellation of the Order for the Facility, the Customer shall be charged by eircom and shall pay to eircom such sum as is set out in the Regulations as being the charge payable in respect of the non-return of any Kit.

So I guess as long as the facility — the ADSL line — is not up and running, I’m clear to cancel, right? It’s a little worrying that the “facility” doesn’t include the “kit” — ie. the broadband modem, though; if they fuck up sending out the modem, but the line is up, am I liable for 200 Euros?

In terms of who are viable options to switch to — in my opinion it’s got to be fixed wireless, since everyone else now would have to go via Eircom’s exchanges anyway, and be delayed there. So — Irish Broadband. I know they had some pretty massive problems 2 or 3 years ago, but recently I’ve been hearing good things about them, Boards.ie has some reasonably good-sounding recent experiences, and half of my new neighbours (srsly!) are using them with great results. Anyone got recent news about how useful they are with service quality and install speed for their Breeze product in the D9/D11 area?

Alternatively, Ripwave might make a reasonable stop-gap option? 120 euros is the minimum fee (6 months at 18.95 per month), which is better than the money I’m paying now to live in two houses…

Alternatively anyone know an Eircom engineer in D9/D11 that can nip over to the exchange and plug in my connection on the DSLAM? ;)

Tags: broadband, bureaucracy, comreg, eircom, home, ibb, incompetence, ireland, irish-broadband, ripwave

I’m moving house. Naturally, first priority after getting the keys is getting the broadband set up ;)

Current broadband: BT DSL. Supposedly “up to” 3Mbps — however, as with most DSL connections in Ireland, it’s rate-adaptive RADSL, which means it trades off connection speed against distance to exchange and line quality.

Sadly, this has really deteriorated since the last time I checked! A “bing” test between the BT-supplied DSL router and the far end looks like this:

BING    10.18.72.1 (10.18.72.1) and 193.95.142.243 (193.95.142.243)
        44 and 108 data bytes (1024 bits)
193.95.142.243: minimum delay difference is zero, can't estimate link throughput
193.95.142.243:  6.966Mbps 0.147ms 0.143555us/bit
193.95.142.243: minimum delay difference is zero, can't estimate link throughput
193.95.142.243: 19.692Mbps 0.052ms 0.050781us/bit
193.95.142.243:  4.697Mbps 0.218ms 0.212891us/bit
193.95.142.243:  3.261Mbps 0.314ms 0.306641us/bit
193.95.142.243:  3.170Mbps 0.323ms 0.315430us/bit
193.95.142.243:  2.479Mbps 0.413ms 0.403320us/bit
193.95.142.243:  2.723Mbps 0.376ms 0.367187us/bit
193.95.142.243:  2.688Mbps 0.381ms 0.372070us/bit
193.95.142.243:  2.716Mbps 0.377ms 0.368164us/bit
193.95.142.243:  2.065Mbps 0.496ms 0.484375us/bit
193.95.142.243:  1.984Mbps 0.516ms 0.503906us/bit
193.95.142.243:  1.270Mbps 0.806ms 0.787109us/bit
193.95.142.243:  1.017Mbps 1.007ms 0.983398us/bit
193.95.142.243:  1.002Mbps 1.022ms 0.998047us/bit
193.95.142.243:  1.008Mbps 1.016ms 0.992187us/bit
193.95.142.243: 983.670Kbps 1.041ms 1.016602us/bit
193.95.142.243: 993.210Kbps 1.031ms 1.006836us/bit
193.95.142.243: 987.464Kbps 1.037ms 1.012695us/bit

--- 10.18.72.1 statistics ---
bytes   out    in   dup  loss   rtt (ms): min       avg       max   std dev
   44   762   758          0%           2.524     3.858    19.083     2.194
  108   762   762          0%           2.639     4.187    58.273     3.079

--- 193.95.142.243 statistics ---
bytes   out    in   dup  loss   rtt (ms): min       avg       max   std dev
   44   762   761          0%          13.061    20.025    78.689     8.226
  108   762   760          0%          14.213    17.954    61.137     4.697

--- estimated link characteristics ---
host                              bandwidth       ms
193.95.142.243                      987.464Kbps      10.536

987Kbps is not 3Mbps any more, not by a long shot. I’d say I now have a lot of new friends adding contention at the ol’ DSLAM. I’m paying way too much money for what I’m getting :(

(Update: actually, it may not be contention. Judging by boards.ie traffic, high-contention situations in Ireland are usually faster in the mornings and daytime, then slower from 4pm-9pm as the commuters and kids get home — however, this slowdown is pretty consistent across all times of day.)

(Update 2: as of right now, late afternoon on Apr 12, it’s the worst I’ve seen it — packet rates of 600Kbps, and packet loss of 5%-20%.)

On top of this, they have the really annoying daily disconnection policy, which I have hacked around with IPv6 and a VPN, but which still manages to waste my time and cause aggravation, even after frickin’ months of pissing about.

For this, and the packaged phone service, I’m paying just under EUR 60 per month, including all call charges and VAT.

At that price, Eircom are offering a pretty good bundle — free connection, free modem, 2Mbps downstream, 256Kbps upstream, unlimited free local and national calls at all times, 5% off calls to mobiles, 10c/min calls to the UK and US.

Now, a drop to 2Mbps may seem a lot, but bear in mind I’m getting just under 1 right now! I’m pretty sure the new gaff will have similar-quality lines and exchanges. Also, if I get the 2Mbps line, and the attenuation and S/N statistics indicate that it can support 3Mbps, I can always upgrade pretty easily.

The only problem now is getting over my revulsion at buying from Eircom, ugh…

Am I missing something? Does that Eircom bundle not include line rental maybe?

Tags: broadband, bt, dublin, eircom, esat, esat-bt, home, ireland, lazyweb.ie

As I noted last year, BT, the ISP I use here in Ireland, disconnects broadband sessions on a daily basis, assigning a new IP address; this is really aggravating to anyone who uses a VPN, such as most telecommuters. Reportedly, this is done to work around deficiencies in their billing system.

A comment from Jeremy on that post suggested something interesting, though:

Just had a very helpful tech support guy on from BT. [... he] told me to restart the modem sometime that will make it convenient for the 24 hour IP change - i.e. restart it at 6am, and then it’ll change IP every day at 6am.

I’ve tested this, and it works. Much more convenient! Now the renumbering and VPN breakage can take place when I want it to — at the start of the workday, instead of some random point chosen by BT’s billing system. Quite an improvement.

To make this useful, here’s a script, “reboot-zyxel”, which will reboot your Zyxel P-660RU router remotely over the LAN. (It requires perl and curl.)

Tags: adsl, broadband, bt, esat, hacking, internet, modems, p-660ru, routers, scripts, software, zyxel

Argh! This is what happens every day to my DSL connection, at half past 12:

13 Mon Apr 10 12:26:53 2006 PP12 -WARN  SNMP TRAP 2: link down
14 Mon Apr 10 12:26:53 2006 PP12  INFO  ppp_ready: ch:8056167c, iface:80419f14
15 Mon Apr 10 12:26:53 2006 PP12 -WARN  SNMP TRAP 3: link up
26 Tue Apr 11 12:26:46 2006 PP12 -WARN  SNMP TRAP 2: link down
28 Tue Apr 11 12:26:48 2006 PP12  INFO  ppp_ready: ch:8056167c, iface:80419f14
29 Tue Apr 11 12:26:48 2006 PP12 -WARN  SNMP TRAP 3: link up
38 Wed Apr 12 12:26:56 2006 PP12 -WARN  SNMP TRAP 2: link down
40 Wed Apr 12 12:26:58 2006 PP12  INFO  ppp_ready: ch:8056167c, iface:80419f14
41 Wed Apr 12 12:26:58 2006 PP12 -WARN  SNMP TRAP 3: link up
50 Thu Apr 13 12:27:00 2006 PP12 -WARN  SNMP TRAP 2: link down
52 Thu Apr 13 12:27:03 2006 PP12  INFO  ppp_ready: ch:8056167c, iface:80419f14
53 Thu Apr 13 12:27:03 2006 PP12 -WARN  SNMP TRAP 3: link up

Worse than that, it will generally assign a different IP address to the connection when it reconnects! This buggers up any applications that rely on long-lived TCP connections, such as SSH shell logins, tunnels, remote-desktop sessions, and instant messaging; all get disconnected and have to be manually re-set up.

Initially, I thought this may have been a flaky connection. However, it appears not — check out those timestamps; that’s a scheduled, daily event. Also, there have been no other disconnections apart from those.

A discussion on the IIU mailing list revealed the reason — it seems BT Ireland have a policy of resetting their customers’ connections daily. That could be OK, if they came right back up with the same IP — TCP/IP is designed to cope with that, and generally does — but it does not do that. Instead the IP address is reassigned every single time.

This is turning out to be quite a nuisance. Working over the internet requires quite a few VPN connections, tunnels, and remote logins, and having to re-set those up, daily, is turning out to be a pain in the neck.

I’m casting around for hacks to get around this. Right now, I have an assortment of jiggery-pokery involving ssh, a shell script ‘while’ loop, and screen(1), but it’s messy and not working out too well. Ideally, I’d set up another VPN (via IPSec or CIPE), and set it up to reconnect on link failure, then route all other VPNs and remote logins out via that — but I don’t have spare routable IPs to do this with. Anyone got any good suggestions?

By the way, it’s worth noting that their FAQ fails to mention this, instead giving some incorrect information about my IP being ‘removed’ when my web browsing session ends:

Is it a fixed IP?

No, the product is set up with dynamic IP Addressing. This means that every time you open your browser you will be allocated a different IP address for the duration of that session. When the session ends the IP Address is removed.

That is incorrect — this has nothing to do with web browsing sessions.

To be honest, I’d prefer not to have to switch ISPs to get away from this brokenness — the rest of the service is quite nice, good pings, good throughput, no other disconnections or outages — but this is quite a problem for someone using BT Broadband for telecommuting purposes. :(

Tags: adsl, broadband, bt, bt-ireland, esat, esatbt, telecoms

So, I’ve been back in Ireland for several weeks now. How goes the culture shock? Well, let’s make a list of the stuff I’m missing from California:

• C, who’s still back there finishing up her contract. Hurry up, C!

• All my friends I left behind in the US :( Come visit!

• The weather (well duh)

• Trader Joes: low-cost, high-quality organic and near-organic food

• The excellent Mexican and Southern food. Mmm, Taco Mesa

• Super-cheap cocktails — although having good Guinness makes up for a lot of this

• The back country — desert, mountains, snow, national parks. Ireland may have more surviving history dotted about, but it’s just flat. I miss the mountains

• Netflix — haven’t spotted a replacement for this yet. There are companies in Ireland that use a similar idea, but it appears every one just about manages to screw it up and render it useless, generally by introducing throttling, late fees, or slow turnaround. meh

• The way my Irish accent meant I could get away with pretty much anything. That trick doesn’t work in Ireland ;)

In other news: the broadband choices situation has pretty much gone to shit.

It turns out that all the good options are quite dependent on local-loop unbundling, which — somehow — still hasn’t gotten around to my local exchange. As a result, guess who’s going to be stuck on the wrong end of dialup, no less, for “2 to 3 weeks” until Eircom deign to switch on the bitstream access for my new BT-resold ADSL connection? Here’s hoping there’s a neighbour with broadband and wifi when I move back in. Joy.

Tags: broadband, california, food, ireland, life, lists, llu, netflix, travel, us

Perfect timing! Just 5 days before I return to Ireland, Damien Mulley posts ‘Broadband choices in Ireland’, a good overview of the options available for consumer broadband internet connection.

I’ve been out of the loop for quite a while, and spoilt by the options available in suburban Southern California (which are, of course, pretty good). But this is a lot better than what was on the table when I left, 3 years ago.

What strikes me is that the upload/download speeds are quite reasonable and pretty close to what you’d see in the US. Similarly, the prices are finally near to the going rate in the US, once the various limitations and add-ons (required ‘bundles’, state taxes etc.) are taken into consideration.

However, virtually all of these deals use the horrendous concept of download capping! Given that I use this stuff for work, and routinely rsync around 30GB chunks of email corpora between central offices, colo servers, and my desktop, this just won’t fly. It could be argued that I’m therefore not a typical broadband consumer, who these deals have been carefully designed to cater for. But seriously — if a telecommuting software developer isn’t a typical broadband consumer, who the hell is? Hey telcos: a little flexibility goes a long way — don’t fence me in. ;)

All in all, it looks like Smart Telecom are the winners; 3Mb/s download, 512Kb upload — and most importantly, no cap — for EUR 35 per month. (And check out that XHTML/WAI-compliant website!)

I probably would have gone with Irish Broadband, but for the past 6 months the only thing I’ve been hearing about them via word-of-mouth has been bad news, detailing customer service meltdown after meltdown. Even the legendarily incompetent ‘biddies’ of Eircom seem to be getting better reviews nowadays.

Talking of Eircon, our dear old dirty-tricks-wielding celtic-tiger-throttling incumbent telco: the top Sponsored Link on a Google search for irish broadband is:

Irish Broadband

www.eircom.ie — More speed, prices reduced by 25%, free modem & a free connection!

Scum.

Tags: adsl, broadband, damien-mulley, eircon, ireland, irelandoffline, irishblogs, smart-telecom

Net: Fergus Cassidy reports that ‘bandwidth-starved TDs and Senators’ in the Oireachtas will be taking a shortcut around Ireland’s woeful consumer broadband situation, especially in terms of deployment outside of the main urban areas.

There’s a tender up to implement ‘an enhanced remote access system, which will improve access from Members’ homes or constituency Offices to data and services on servers in Leinster House’.

No similar luck for their constituents, of course. That really takes the biscuit…

Tags: access, broadband, consumer, deployment, net, oireachtas, shortcut, situation, system, tds, tender

Ireland: Bad news from home.

A truly ground-breaking concept, the ‘Group Broadband Scheme’, has been watered down into a shadow of what it could be with a requirement that all community internet access schemes be operated in association with ‘an Internet Service Provider or Authorised Operator’.

In other words, rather than a radical new way to provide affordable non-profit, community-owned high-speed internet access in rural areas, it’s just business as usual:

‘With the launch of the 1st Call for Group Broadband Scheme proposals, it is clear the Minister intends to require that any application for funding under the group broadband scheme initiative be made in association with an Internet Service Provider (ISP) or Authorised Operator (AO)’, said (Ireland Offline) chairman Christian Cooke, ‘a so-called Broadband Internet Service Provider (BISP)’. …..

Experience in the UK has shown that the commercial provision of broadband in rural areas is not financially viable. Low population and wide dispersal lead to lower margins than can be supported by a profit-oriented enterprise. ….

Ireland Offline warned that the prerequisite of partnering with a BISP as a condition of GBS funding, there is a very real danger of companies cherry-picking more lucrative areas, leaving communities for which the funding should have been made available … without any services.

‘In short, in its current form, the group broadband scheme initiative bears no resemblance to the group water schemes, to rural broadband provision’, said Cooke, ‘and every resemblance to the packaging of subsidized local monopolistic franchises, monopolistic because no competitor could go head-to-head with a subsidized service. It is therefore better to think of them as not so much like group water schemes as ‘group coca-cola schemes’.’

IrelandOffline press release here.

In other EU news — the EU Parliament has approved the IP Enforcement Directive. The Greens report:

• Patents are included within the scope of the directive.
• only 3 parts of the directive are limited to ‘commercial scale’. This means that the provisions of Articles 7(1), 8 and 9 can potentially be used against consumers. In the US this kind of legislation has been used to target, amongst others, children and their parents for downloading music.
• there are concerns amongst ISPs that they can be attacked for ‘providing’ the means to download content which is protected by copyright.

James Heald: ‘Exactly what will now happen, and exactly what surprises it may lead to, will now depend on the different details of how the directive is now implemented from member country to member country across Europe.’

Tags: access, association, authorised, broadband, funding, group, internet, ireland, provider, scheme, service

The Today Programme on BBC Radio 4 has been my main news source for several months (at least since I moved to somewhere with decent broadband, and didn’t have to contemplate getting up at unearthly hours to listen to it ;) .

In the past week or two, they’ve broken a major story, the ’sexing-up’ allegations against the UK government’s Iraq’s Weapons of Mass Destruction dossier (yes, that’s ’sexing-up’.)

There’s transcripts of the interviews here and on the Times website (thanks to P O’Neill for the pointer to the latter). Well worth a read, if you enjoy hearing evasive politicians getting skewered by a skillful interviewer. ;)

Tags: bbc, broadband, news, programme, radio, source, story, the, today, week

SiliconRepublic: Ireland second last in Europe for broadband. But I think regular readers will know that ;) ‘Ireland’s already shaky claim to the title European digital hub was looking even more risible than usual today, following the latest internet penetration survey, which shows us to be languishing in second last place out of 16 European countries in terms of broadband internet penetration. ‘

The usual story — with quotes from IO’s Dave Long — and that’s not surprising. I should imagine things will improve a lot this year, now that the ComReg seems a little more on the job, and eircom have halved their prices.

But the really interesting thing is this: ‘Among the survey’s other findings were that 7.5pc (12 million) of all European households now subscribed to a broadband internet service. 6.3 million customers signed up for broadband for the first time in 2002 — an increase of 55pc over 2001. … It further predicted that a further 7.2 million European homes will acquire broadband for the first time this year, bringing the total to 19.1 million or 11.9pc of total households.’

That’s excellent news, and wipes out the FUD put about by some telcos (guess which ones) that there just isn’t demand in the current market. Clearly there is strong demand throughout the rest of Europe — and there really isn’t much difference between there and here. In fact, if anything, I reckon there would be more demand here, based on the take-up of other high-tech accessories like mobile phones and games consoles.

Tags: broadband, claim, demand, internet, last, penetration, siliconrepublic, survey, time, year