“Get guaranteed high speed internet anywhere in Ireland”
Unreliable Service and total disdain for their customers.
A complete history of regular hardware and service failure. I have had three different replacement power supplies mailed to me – each time, I had to wait for a week with no service.
There service regularly stopped and then restarted after a few hours – when I queried why – I was told it was “technical difficulties”.
Getting a response from their customer services, generally took days and then to crown it all – when I reported their last failure – they wanted to charge me to come at look at it. I have cancelled my service and reverted to a 0.5 M ADSL line service – it is slow – but at least it always works.
I would strongly recommend don’t use from Onwave
Onwave like any other toothy provider is simply a reseller not actually an ISP.
The actual ISP is tooway/skylogic and in many cases Irish providers of too way products are actually resellers of other resellers, for example isat.ie are resellers for avonline a UK based tooway & a anti reseller. While the isat.ie site is still active they are no longer to my knowledge selling the service.
The tooway service has basically been at capacity for close to a year, but only now are some resellers admitting to this, others such as onwave are not admitting to this and are in my opinion committing fraud by selling the service to new customers. Personally I was a customer of theirs for about three months, I made such venomous complaints about the service pointing out that as a network engineer with over 10 years experience the blatant technical lies their support department spewed, basically they were happy to let me leave without paying any fines but I couldn’t get the money back for the installation, which was actually done with damaged cables. Knowing that the service is at capacity, I called them last week to ‘buy’ the service and they were happy to sell it to me and denied there was any issue. When I pointed out that digiweb, avonline, etc are advising potential customers that they cannot take any new customers due to the service being at capacity, the sales person said they weren’t aware of such issues and guaranteed that the minimum speed at any time would be 5Mbps. When pressed to give this in writing they said they could not do this. Basically I ended the call there and then stating that I knew he was not being truthful and if they could not give a written guarentee I wouldn’t buy the service.
I have been informed by a friend who works for digiweb (Also a tooway reseller) that it will be late 2014, early 2015 and only then if a new satellite is commisioned before the speed issues are resolved.
But this will only be a brief respite, when I mentioned that surely the speed issues will return when the new satellite eventually reaches capacity, I was told of course and we’ll be told to deny any issue exists same as we have been until November 2013 when physically the beam could not handle any new connections. On a side note I called Digiweb sales in November and was told sorry we can’t take any new customers due to the service being at capacity which was causing speed issues for their customers. I was asked if I ‘d like to go on their potential customers list for when the service was improved so said yes. Two weeks later I got a call from the same sales rep asking me if I wanted to sign up as some free spaces had been provided to them. I asked if the speed issue had been resolved and I was told no it had not, now as he had been honest I simply told him that it was a bit silly to call me and ask if I wanted to pay for installing a new dish (they won’t accept the current one that’s installed) and signing up to their higher fees for the same service that they just told me two weeks ago isn’t working, he accepted this and promptly ended the call.
Don ‘t get me wrong I feel all tooway resellers are as bad as onwave and from discussing the service with others resellers and users in the UK, Spain and France we’ve come to the conclusion that tooway are providing their resellers with a script for queries and complaints especially in relation to the blanket throttling of users and changes to the terms and conditions for use of the service. I’m currently in a bit of a battle with avonline at the moment and will go to court if needs be.
The thing is when you live in a rural area or are unlucky enough to be on the wrong exchange when the town 3 miles from you is fibre enabled people are stuck with these conmen and the tact support they receive from the powers that be.
The only way around this is to make broadband an election issue folks, the local elections are coming soon and a government election soon after. I know people have other major issues to be bringing up with the gombeens that will soon be calling at their door, but please make this an issue. Mention the lies and at times outright fraud, mention that we are now supposed to be a knowledge economy and that letting the market dictate supply while not imposing the contacted fines applicable for poor service under the NBS smacks of the typical ineptitude that they are famous for.
Anyway rant over, but do please bear this in mind if you are being forced to buy this service.
We’ve been with Onwave for over 2 years at this point. The first year was relatively good with decent speeds. We did however find we would often be disconnected once or twice a day from the net, and a router restart would be required before it would reconnect.
Year two however, was an entirely different matter. Now we are lucky to get 1.8mb download, yet our upload speed is multiples of that – which is utterly useless and outrageous that Onwave are getting away it.
Often we cannot browse the net speeds are so slow. I’ve regularly clock 0.6mb download speed. At the weekends you can forget about it entirely. As a self employed person this has caused me much stress, hassle, and loss of earnings too. The service is unusable and should be avoided at all costs. Onwave are quick enough to take the money out of my account and not provide a service. It has caused us so much stress and hassle, as well as an extortionate e80 a month, we’ve decided to follow it up through official channels. We’ve carried out over 250 speed tests in recent times and have them documented and ready to send to Comreg lest Onwave are prepared to discuss other options with us. Those speed test show categorically that the service is not a service in the first place. I cannot stress enough to anyone reading this that Onwave should be avoided.
We will be writing to Onwave to request a complaint number so as to follow it up with Comreg. I’ll also be making a complaint to the advertising standards authority. Game is up Onwave.
When the best customer “support” come up with is not to use it during peak times and that they’re not responsible for the satellite service… you know what you’re dealing with.
We’ve a service that’s unusable now during peak times that’s cost us a small fortune to install and nearly €70 a month for absolute rubbish. We’ve to disconnect and tether to my phone in order to even get a browser page to open, not to mind be able to run a speed test!
Trying to get away from them now and they’re looking for €349 disconnection fee and have referred it to their credit control department, rather than apologising and refunding us for the hassle we’ve had with them!
Been with Onwave (previously Irish satellite broadband) for several years now.
In the beginning the service was fine, it operated as expected and I was getting in and around a 6mb download. The huge restriction on the service is obviously the download limits being quite low but this is a product of sat bb and is well stated before you take any contract so its not onwaves fault.
About 6-8 months ago the service started to deteriorate . I was already aware of their poor tech and customer support service but it wasn’t something that bothered me as i wasn’t in need of it.
The service is fine if you want to use it at 4am in the morning.
but if you want to use it at any socially acceptable hour forget about it, my current download speeds are in the region of 0.1 and 0.3mb it wont even load most websites and is utterly useless.
Combined with the fact that Tech and customer support spend a reasonable period of time on the phone to me filling me with what i believe to be complete lies for weeks. until I reached a point that i would not acquiesce and they finally told me that the service is basically over subscribed and cannot handle the data going through it at certain times.
So in short there was nothing they could do about it and the best thing I could do is wait to see if it got any better. It hasn’t it has in fact got worse the time that the service is useless has extended now to about 5pm to after midnight and all day on weekends.
Under no circumstance should you even think about using Onwave’s service as it would be more useful for you to burn the €40 a month in the fire to keep yourself warm. That is unless of course you do most of your browsing from 2am to 6am in which case then you should put them on your list of possibles, the bottom of your list of possibles.
Wanted to find a way to rate Onwave and it blocked access to this site so I had to use another provider to do it! The service is crap .
Speeds dip to 1.8mb on average after 5pm and are randomly @ 20mb during quite times. the speed test gives a peak speed result of 20mb but when you view the graph the average is more like 10mb.
tech support will just say web is busy , tough.
customer service will tell you no contention ratio so allude to fact no dilution of bandwith ….. lies lies lies .
I would steer clear , currently tracking my speeds so I can prove breach of contract by not offering speeds any where close to those advertised.
1 star to any of the above is generous. It cannot count itself as a broadband provider, what started as a good service quickly deteriorated into a joke. I understand satellite has its limitations all of which was explained but the 2 year contract and the 40 quid a month is just bad taste. The customer service is horrendous.
I have little choice of provider and with onwave for last year. Speed is always an issue. Have upgraded several times … Now on max 20mb.
during the day its fine … Speeds range from 10 to 16mb reasonably consistant
Evenings and weekends its rubbish. .. Lucky to get 1 to 2 mb
I have complained several times … Promises of improvements … But same problems for months now.
If you need it in the evenings … Try something else
Have been with this company for over a year, have had ups and downs. On the pro side the customer service is very good. They are very accessible and eager to discuss any issues that arise. Flexible and helpful also, very pleased with that side of things. Installation was straightforward although we had to dispense with the VOIP phone after a week as the delay was about 3-5 seconds which makes it impossible to have a conversation. Switched to a cheap home phone provider only, still cheaper than Eircom so don’t mind that too much.
Was very happy with service at beginning although the rolling Data Limit was unmanageable and not customer friendly. However this was soon amended to a monthly Data Limit system which was a great move forwards. They also increased their speeds and Data Limits at the same time at no extra cost which is a rare gift to get from a provider. Also added Unlimited Data at night which is not included in our monthly limit – this was all a very welcome addition.
Unfortunately however for the last few months the consistency of service plummeted and despite frequent discussions with willing to help staff the issue was not fully resolved. Our internet was cutting out repeatedly, almost daily. We bought a new router and tried multiple resets but the problems persisted.
Around the same time our usual speeds of 20mb started dropping in the evenings right down to 0.25mb and worse. This of course is right around the time when you want your internet for streaming, surfing, etc. from 4pm to midnight. I queried if contention was the issue and at first they said that’s not the problem however they subsequently accepted this was causing the drop but that they expected it to revert back to normal when school started up again….not convinced this is going to happen or if that’s even reasonable, to be fair.
Although speeds seem to have improved a little in the last few weeks (getting up to maybe 2/3 mbs in the evening – still only 10% though) it’s not what it used to be, not by a long shot. Which is disappointing as I was very happy with the company and the service. It’s expensive enough but in a rural area options are limited and we were just happy to pay for a decent service. In fairness Onwave have offered to release us from the 24-month contract but I don’t want to have to go through the switch process once again.
It seems to me that OnWave has become more and more popular which is great but unfortunately this has affected its ability to provide all customers with equal service, which is a shame. Please Onwave, get those speeds back up – I don’t want to go!
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