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Weird issue with Yousee and other ISPsAf Gæst davidecibel | 14-04-2019 11:42 | 3532 visninger | 10 svar, hop til senesteI moved to Aarhus two months ago (sorry, no Danish yet!), in a new building with fiber to the apartment, so I was expecting to be able to get fast internet.
The building manager tells me the only available option is YouSee, I go to them, they say they can offer up to 1000/100, I say ok, then on the day of the installation they tell me they can only get me the slowest one, 50/10, so it seems pretty weird.
At the shop they couldn't help me, so I call the customer service, and the guy tells me that it's because there's an old "media converter" installed at my place that limits the available speed.
Now, oddly enough, they have sent me a media converter together with the modem, but I can't install it by miself (it's weird because the plug where the fiber cable is supposed to go is blocked by a plasticky thing that I can't remove), and on they phone they told me that it's really unusual that they sent me one and that users aren't supposed to install it by myself.
Now, the problem is that after this they have done absolutely nothing to help me. I literally want to throw money at them with the most expensive service, but they ain't doing shit.
I've insisted to get a technician appointment scheduled this monday morning to install the bloody thing, but they told me that it's possible that he will ask me to pay for it... say what?
I think I'll cancel the appointment, since I then found out from the building owner that yousee is not the only provider available here. I checked on https://tjekditnet.dk[...] and it says that I could get also Gigabit, Bolig:net, Stofa and Telenor. Another ISP comparison website also said I could get Hiper.
Now, telenor seems like a blank since the website says that they can only deliver mobile internet. Hiper seemed the best and I registered for it, but they called me the next day telling me that there was a mistake on their website and that they actually cannot deliver service at my address because the central that has the fiber for the building is old.
Bolig:net seems to offer 1000/100 at a very good price (289) but at a very expensive installation cost (999 + 799 for the router....); Stofa says they can deliver up to 300/50 "via antennestikket", but google translate didn't help with this word; Gigabit says they can deliver 100/100 (very weird to offer same download and upload), for 299 with 499 installation cost.
Now, what I wanted to ask is, how are your experiences with these ISPs in particular? YouSee customer service seem like a nightmare.
Also, how come bolig:net has such a high installation cost compared to others? I'm tempted to ask this but I'm afraid it's going to go down like hiper and yousee, and I don't want to pay 1500 bloody kroner for nothing.
What does antennestikket mean?
And finally, in case someone is more tech savvy and has any idea about the YouSee media converter thing I'd like to hear that.
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Gæstebruger, opret dit eget login og få din egen signatur.
"antennestikket" is your coax tv cable plug. It litterally translates to "the antenna plug"
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I would say go with Gigabit. They have a pretty low cost and have symmetric speeds.
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If you chose another provider be sure to get confirmation that they can install on your address. Maybe they are all depended on new hardware like Hiper.
Yousee customer service isn't worse than other customer services.
Many times it depends on who you're talking to. That's why I always called them 2 or 3 times about my problems when they were my ISP. You'll get a different answer each time. Also some of their service people are more helpful than others - they just stick to what they are told to say.
Do you have a picture or a modelnumber for the media converter they sent?
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Google først, spørg bagefter.
Man skal ikke græde over spist bacon.
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Sidst redigeret 14-04-2019 12:13 Stofa is okay, I have 120/50 Mbps but you can get up to 300/50 normally. It is through the antenna plug.
It seems the fiber installation is weird, maybe it's an old shared connection of some sorts. Can you share some pictures of the plugs you have?
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Ovenstående er UDELUKKENDE et udtryk for min PERSONLIGE holdning, også selvom det ikke eksplicit står i indlægget. Hey, welcome to Aarhus, and the forum.
Avoid YouSee if possible. I have Yousee, and it took months to establish an internet connection where I live. Yousee is the only provider where I live, about 25km outside Aarhus, and I had to have a technician come and run a cable through my wall and to the box at the sidewalk. I had to dig the fucking thing into the ground myself, in the middle of november. Man, fuck Yousee...
I've had lots of ISP's over the years, and so far, Yousee has been the most useless. Although I have to admit their internet is pretty stable.
It seems strange that one company offers 300/50 through coax and another is offering 100/100, which is most likely a fiberoptic connection. If the prices for installation and the monthly fees are about the same, I'd go with the 100/100 for sure. Fiberoptic connections are very reliable. Although it's strange that you're offered both. Usually what they do with big apartment building is one ISP "owns" all of the wiring, and you can only get internet from that ISP.
Double check the prices for both companies. Usually they'll write something along the lines of "minimum price for 6 months..." because with many ISP's you sign a contract you can't get out of for the first 6 months. This way you can easily see which one is cheaper for you. The minimum price for 6 months will include everything. Establishment fees, modem/router price (if you have to buy it) and so on. Although in my experience you just borrow the modem/router from the ISP until you cancel your subscription, and then they want you to send it back.
If you can provide us with some more information about the products that both companies offer, or you need translation of some text, let us know. We'll do our best to help you get online and established in this fine town. Or if you need recommendations on where to eat, get groceries and so on, just ask. I've had my user on this forum for 15, or so, years. People ask about anything. Not just hardware or IT related things.
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Sidst redigeret 14-04-2019 12:43 here's an imgur album with comments of the current setup, and pictures of the new media converter.
https://imgur.com[...]
It looks like the previous setup was that the router was inside the teknik room, and plugged to the media converter. The person who lived here before me had a 100/10, so I'm pretty sure that the "max 50/10" they told me has to be wrong. I've run a few speedtests over ethernet and they return 60/3.
The current setup is that I plugged the router into the ethernet ports in the wall of the room (shown in the pictures) and nothing is plugged to the media converter. I have tried to plug the router to the media converter, but then it doesn't connect to the internet.
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Gæstebruger, opret dit eget login og få din egen signatur. #6 - That is one weird setup. You definitely have a fiber connection, which would give you much faster speeds than the 50/10 Yousee says you can get.
TDC is the ISP mothership here in Denmark. Yousee is a subsidiary to them. So TDC delivers lots of the hardware with no Yousee branding on it.
It looks like everything is wired up correctly, but I'm sure that you can get much higher speeds than they told you. I think that Yousee customer service assumes you're on a very old connection. If you tell them what equipment you have, and that you have a fiberoptics box installed, they might know what kind of connection you have.
Oh and just like #3 points out about customer service... You gotta keep calling them until you get someone on the phone with some brains and an idea of whats going on. Usually you get in touch with cusomer service employees who are more focused on sales and statistics. That is if they can't sell you anything, they just want you off the line as fast as possible.
There ARE service minded people in there, it's just a lottery every time you give them a call.
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Sidst redigeret 14-04-2019 12:52 When you plug the red cable in your new router (text from the first picture), do you wait at least 20 minutes (the manual says to wait that long) before you conclude it isn't working?
According to this:
https://kundeservice.yousee.dk[...]
The top box at your place is the old media converter. They've probably had an Homebox router before as this manual refers to.
Here is the manual for your router, i guess, form the pictures - KAON 3420:
https://kundeservice.yousee.dk[...]
Where is the wall plug connected - it has to connected to something somewhere since you get internet from this? Maybe an old switch hidden somewhere.
If the cables are colorcoded then you should take the blue cable out of the top box and connect it to your new media converter and then connect the red cable from your media converter's LAN outlet to the router's red connector.
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Google først, spørg bagefter.
Man skal ikke græde over spist bacon.
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Sidst redigeret 14-04-2019 15:19 I work in a diffrent part of TDC Group but do have alot of insight in what and how. Plz send me ur adress in a privat msg and ill help you out clearing what speeds and types you can get.
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Selvmord er livsfarligt #8
To be honest I'm not sure if I waited 20 minutes when I tried... I think so, but I'll do it again just to be sure and see what happens.
The problem is that I can't install the new media converter. I've asked the same question on reddit, and as one user pointed out:
"It looks like the media converter they sent you is supposed to clip onto a fiber-receiver box on the wall, but it doesn't look like you have that. Like this, from the installation manual (PDF) to the converter. And it doesn't look like something the end-user should be doing, I'd guess they would have technicians doing it.
See if either of the two boxes mounted to the wall look like they can split apart and connect like the converter you received (but don't take them apart, you could damage your eyes with the light, afaik).
If neither of them look like they fit the converter, tell them that you don't have the baseplate that the converter is supposed to connect to, and that they need to install it if they want you to use it. You shouldn't have to pay for that.
The baseplate should look like this: 1, 2"
(here's the link so you can see the links inside the post: https://www.reddit.com[...] )
I'm not sure where the plug in the walls go to, from what I can see in the technician's room the only place that could be is that TDC thing below the media converter (you can see it from the pics), since there is a cable that goes 'somewhere'.
#9
Thanks, I've sent you a PM!
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