The Irish Broadband Service Providers generally irritate me. As a small Irish Company providing IT Solutions, we are often asked to recommend to our clients where they should get their broadband from. I would love nothing more than to be able to say, “Try X Company – They are brilliant!”

The reality is much different. My current home broadband provider is from Eircom. I wanted to switch as I don’t need a house phone and I don’t like Line Rental. The idea of renting a phone line is ludicrous. So when I noticed that ICE Broadband were in my area I decided to give them a try. On paper it seemed like a good idea;

No line rental:   No download limit: Speed offering of 3mb download and 1mb upload

Installation Fee is €0 if you take a 24 Month Contract. Price per Month €37.99

I made the call. By the end of the week I was genuinely impressed that the Engineer was on my roof installing the Broadband Aerial. The aerial itself is a bit oversized and indiscreet but overall the installation was professional. When it came to checking the quality of the service however, this is where ICE Broadband couldn’t deliver.

I insisted on doing a Speedtest as all broadband customers should and we learned that the speed was only 600kbs. Put simply, I was only receiving 20% of the service I had paid for. The engineer got on his phone back to the helpdesk, did what they could and stated that I should wait to “see how things go over the weekend”. I am usually an optimistic person but my hopes were low and rightfully so. Monday came and there was still no improvement. So I called ICE to let them know that my broadband connection was still Frozen. The joke didn’t go down well. Tumbleweed flew by..

We made a deal though. I made another joke which had broken the ICE. They promised me that they were working on improving their coverage in the area and that someone would contact me to let me know when things would pick up. That was my end of the bargain – That I would wait!! Their end was not to charge me until the service was working. I wanted to wait because in the end I still wanted to use their services. Not anymore though! They broke their promise when within 4 weeks of that conversation I had been charged 3 months in advance and I still had not even used their broadband. I was grateful that I had not cancelled my existing Eircom connection.

When I made the next call, the accounts department made another deal. They would get me the proper service and I would then have 3 months free. Sounds good but 2 more months have passed and I’m now cancelling my direct debit because lets just say I don’t trust them not to charge me for the fourth month. Since all this, I’ve sent several emails and I’ve heard nothing back and sadly, this is where ICE Broadband are just like most of  the other Irish companies, selling is usually their only area of efficiency. I just wonder… How many people are receiving the Broadband they are paying for…? That’s one statistic i’d like to find out.

In summary, ICE Broadband leaves me feeling rather cold…

6 Responses

  1. Hi Eamon
    Let me start by complimenting your on your blog… very informative and makes for interesting reading!
    I too am having similar problems with my broadband provider, Callidus Telecom… in all the ways you descibe above. I am not getting the speed I have signed up for and after numerous telephone calls and emails I have not received one in return. Only from the accounts department when I cancelled my direct debit. They too made a deal with me to “WAIT” until it improves while I receive free connection. But that was short lived and the direct debits continued. I am now cancelling my direct debit for the 2nd time and will NOT be listening to their promises of speeds to come…. I’d get less frustrated on dialup… It may be slow, but the packets get there and back! 🙂

  2. Hi, I have send 20 emails to them since august 2008 with no reply from them. And I have to use 3 mobile broadband becouse my internet is now not working for 2 weeks. I have contract till march 2010, but I posted a letter that I want to be realised from my contract as service they provide is very poor. Is that what u did as well? I am afraid they gonna say no and I don’t know what else to do. I contacted comreg as well, but no help from them. Its just worst ISP I have ever had… I also canceled my direct debit, and for august I am going to pay just for 2 weeks.

  3. Hi Adrian, I received a full reimbursement as will you, if you continue to pursue the matter. You’re are not receiving the product to which you signed up for. No contract can deny that fact. My advice would be to ask ICE for a support ticket ID, pass this ticket to COMREG and setup an official complaint. It should then be attended to within 14 days. The contract is worthless. Hope you get this resolved!

  4. Well folks I have no choice but ICE and here is what I am getting for a 3Mb package.
    0.08Mb/s download and 0.15Mb/s upload with pings of between 881ms and 1660ms at a distance <50 miles.loosing the plot here.

  5. Hi guys. This is what is happend: ICE speed is crap, not as promissed and I had no signal since 10 days ago. They are ignoring my phone calls, emails and messages. I had no internet for the month of december, they reduced my bill to half but is not good enough, dont know what to do… How can they get away with this? I am dying without internet.I just want to get what I am paying for!!!!!

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