Eircom Fault resolution times?

cargo

Hi there, is there any set times that Eircom must respond to an issue within under their LLU obligations to the other operators.

I seem to be caught in a bit of a hole between operators and getting no feedback / timelines for a resolution.

Story goes;
Ordered VF fibre and waited around 5 weeks for an installation. Contractors come out and discover a fault with my (old) line. It can't be traced to the cabinet so must be broken somewhere past the first pole and there's no spare pairs available on the street to work with.

So those guys have to give up and wait for Eircom to most likely install a new cable on the street. I recall there been some mention of someone else using my slot back at the cabinet also so I dont think it's possible to repair my old line. I take it from the comment that my line is probably cut somewhere along the way and another house got that line subsequently. (this is an old terrace house and the line here would not have been active for 10 years at least I reckon) So it probably is a full new cable install to the street.

Now when I call VF (this was 2 weeks ago since the failed initial install after the 5 week wait) they cant give me any info as they are waiting on Eircom to resolve the "issue".

I can get no timeline on getting a resolution or even if they can provide a resolution and I work from home a lot of thje timeand need remote accress to various devices so I need a connection. I had got rid of my previous broadband solution so I'm currently getting monthly PAYG top-ups while I wait but I've no idea how long more this will go on. 7 weeks and counting.

Is there anyway i can get updates from Eircom directly as VF just dont have the info. I can appreciate that it falls outside VF's control and Eircom probably dont care as I'm not their customer (other than they will get a fee from VF) but I'd love a timeline to work to.

cargo

It's as quite as the VF customer services department on this thread :-)

ED E

FYI you arent being disadvantaged by being Vodafone. Vodafone and Eircom retail pay the same for Eircom Wholsale(Technicians) work. So you're just as valuable to them.

KN Networks do the installs and Wholesale do the repairs. Sounds like you need a new line hung the whole way back from the cab. That takes a few men, for one customer its low priority :S

lucernarian

It's worth escalating this as a complaint with Vodafone, which you then can raise as an issue with ComReg once you have used Vodafone's complaint procedure.

cargo

ED E wrote: »

FYI you arent being disadvantaged by being Vodafone. Vodafone and Eircom retail pay the same for Eircom Wholsale(Technicians) work. So you're just as valuable to them.

KN Networks do the installs and Wholesale do the repairs. Sounds like you need a new line hung the whole way back from the cab. That takes a few men, for one customer its low priority :S

Yeah I'm sure it would be low priority alright but I'm wondering if Eircom are obliged under the unbundling rules to provide the retailer VF or whoever with a line to provide to their customer within a certain timeframe?

I cant even get an answer to whether it will be a week a month or 7 years!! I need to make a decision to cancel and go for another option if they cant provide a line within a reasonable timeframe.

cargo

To_be_confirmed wrote: »

It's worth escalating this as a complaint with Vodafone, which you then can raise as an issue with ComReg once you have used Vodafone's complaint procedure.

yeah I can look at this but I was just trying to figure out what the official position is first.

lucernarian

There are general targets for eircom, e.g. 80% of line faults must be fixed within 2 working days etc. but I don't know if anything specifically applies to individual customers.

Also ComReg decide those performance rules so the sooner you email them, the sooner they will tell you if the companies involved are breaking any specific rules.

cargo

To_be_confirmed wrote: »

There are general targets for eircom, e.g. 80% of line faults must be fixed within 2 working days etc. but I don't know if anything specifically applies to individual customers.

Also ComReg decide those performance rules so the sooner you email them, the sooner they will tell you if the companies involved are breaking any specific rules.

I was back on to VF again today and they confirmed they have chased Eircom on this a few times and there has been no response from Eircom to any of their enquiries.

The CS agent has escalated it to their manager so I'll give it until Thursday and see what happens. Ordered 8 weeks ago and failed install attempt over 3 weeks ago. grrrr

ED E

Unless you can get UPC or the likes of Magnet fibre then there's no point in cancelling with Vodafone and changing, you'll just have to start from further back.

With the weather we're having atm the Eircom techs are going to be backlogged to all hell. Id get that reference and send it on to comreg, get it moving in that channel before they shut for the holidays.

cargo

ED E wrote: »

Unless you can get UPC or the likes of Magnet fibre then there's no point in cancelling with Vodafone and changing, you'll just have to start from further back.

With the weather we're having atm the Eircom techs are going to be backlogged to all hell. Id get that reference and send it on to comreg, get it moving in that channel before they shut for the holidays.

yeah thanks.

I was looking to get closure and start to look into what is available wirelessly in the area. I can get great speeds on my VF mobile or a dongle but data limits start to cause problems. I might try bond a few 10e a month sims :-)

evosteo

back log is only gonna get worse, over 3500 faults currently logged and 830+ staff leaving this xmas over the next few days, so some staff are winding down so output is dropping and whoever is left is trying to pick up the slack. 70% of staff will be working over xmas apart from 25th and 26th, also with the weather out there that fault level will only get worse.:(