Written answers

Wednesday, 29 May 2013

Department of Communications, Energy and Natural Resources

Broadband Services Speeds

Photo of Joe McHughJoe McHugh (Donegal North East, Fine Gael)
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158. To ask the Minister for Communications, Energy and Natural Resources his views on broadband speeds that may be observed when 48 people or more are on line at once via a service that is part of the national broadband scheme, where there is a download of minimum of 3.6mb with a contention of 48:1; if he will address this matter generally with the management of the national broadband scheme; and if he will make a statement on the matter. [26043/13]

Photo of Pat RabbittePat Rabbitte (Dublin South West, Labour)
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The broadband service contracted under National Broadband Scheme (NBS) was designed as a basic, affordable, scalable product in keeping with EU State Aid clearance for the Scheme. Under the terms of the contract which my Department has in place with “3”, the NBS service provider, the NBS mobile wireless service is required to offer minimum download and upload speeds of 2.3 Mbps and 1.4Mbps, respectively, subject to a maximum contention ratio of 18:1. The NBS satellite service, which is utilised in a small number of cases for technical reasons associated with the location of the premises, offers minimum download and upload speeds of 3.6 Mbps and 384 kbps respectively, subject to a maximum contention ratio of 48:1.

The specifications included in the question refer to the NBS satellite service. In July 2012, “3” upgraded the NBS satellite service whereby the minimum download speed increased from 1 Mbps to 3.6 Mbps and two satellites are utilised to enhance customer experience, at no additional cost to the subscriber. The contracted contention ratio is the maximum allowed level but would not be the standard experience for a NBS customer since all telecommunication systems are designed on the assumption that not all users avail of the services at the same time.

As regards service quality, my Department has well-established monitoring arrangements in place to ensure that the NBS delivers the minimum specified service or better to all users. The NBS contract guarantees service levels and imposes a service credit regime on “3”, with significant financial consequences in the event that minimum specification service levels are not met. The NBS contract also provides that where NBS customers do not receive the minimum guaranteed service, as set out in the terms and conditions of their contract, they are entitled to service rebates.

Sample customer experience reports relating to NBS satellite service are reviewed within the comprehensive monitoring process referred to above. These reports show that customers are achieving speeds in excess of the contractual minimum and that the average peak speed is 1.56 Mbps over the last six months.

My officials operate a dedicated NBS mailbox, which NBS customers can contact by email at nationalbroadbandscheme@dcenr.gov.ie, with any comments or complaints they may have about their NBS service. My officials have received no complaints regarding the upgraded NBS satellite service where contention was an issue.

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