Could someone check this order please

Nonoperational

Ordered 2 weeks ago, was allowed pick the 7th Jan as install date on website. No joy. Promised call from escalation team last week to get an install date.

No word at all yet when it might be installed. Any updates? Surely a timeframe for the install is not unreasonable after 2 weeks?

[font=Arial, Helvetica, sans-serif]770779 is the order number. [/font]

eircom: Alan

Nonoperational wrote: »

Ordered 2 weeks ago, was allowed pick the 7th Jan as install date on website. No joy. Promised call from escalation team last week to get an install date.

No word at all yet when it might be installed. Any updates? Surely a timeframe for the install is not unreasonable after 2 weeks?

[font=Arial, Helvetica, sans-serif]770779 is the order number. [/font]

Hi Nonoperational

Can you please PM me your address, landline number and the name in which this order was placed? I cannot find anything associated with the order number you have advised I'm afraid.

Thanks

Al

Nonoperational

PM sent. This is definitely the correct order number. I copied it directly from an Eircom email. 

Nonoperational

Over 2 weeks and not even the courtesy to give me an install time-frame. Was also promised a call from the broadband escalation team last monday, no call received over a week later.

Any update at all?

Just off the phone now and it was sent to the escalation team on Jan 4th, and basically ignored. Nobody knows why. Anyway I still have no install date.

If I don't hear soon I'm cancelling the order, the week after next I'll be working 7am - 9pm all week for a month so won't be around at all.

roro2

I wouldn't hold your breath - I have been waiting on a call-back from the escalation team regarding an installation since late November. And this despite customer care promising a call-back within 48 hours twice a week since then.

The worst company for customer service, and operationally, I have ever dealt with.

Nonoperational

It's really amazing that you have customers offering to sign an 18 month contract and buy their service and they just ignore them.

roro2

Nonoperational wrote: »

It's really amazing that you have customers offering to sign an 18 month contract and buy their service and they just ignore them.

Signed an 18-month contract and direct debit on November 4th!

Nonoperational

Bump

eircom: Alan

Nonoperational wrote: »

Bump

Hi Nonoperational
 
Apologies for the delay, I see that there are issues with your order however I have had to request clarification from the efibre team on what the issue is. I'm awaiting a response from them and as soon as I have more information I will let you know right away.
 
Thanks
 
Al

Nonoperational

Man, I've been promised a call from the eFibre escalation team since the 3rd Jan. I'm not looking for anything extraordinary just a time-frame on when my broadband will be installed. If you tell me there's a queue then no problem, but I really can't understand why this is so hard. 

I appreciate it's not your fault and thanks for your help, but this is absolutely bizarre. If this is not resolved today or early tomorrow I will be ordering from Vodafone.

eircom: Alan

Nonoperational wrote: »

Man, I've been promised a call from the eFibre escalation team since the 3rd Jan. I'm not looking for anything extraordinary just a time-frame on when my broadband will be installed. If you tell me there's a queue then no problem, but I really can't understand why this is so hard. 

I appreciate it's not your fault and thanks for your help, but this is absolutely bizarre. If this is not resolved today or early tomorrow I will be ordering from Vodafone.

Hi Nonoperational



I can appreciate the urgency surrounding this and I do apologise for the delays. I will do all I can to have to have an update as soon as possible.

Thanks

Al

Nonoperational

Thanks. 

Nonoperational

Bit of an update... 

Got a call today, apparently the exchange I'm connected to, DGS (douglas) only has "3 eFibre customers and they have really bad speed" and because I'm over 1000m from the exchange then my line is not suitable for eFibre. 

A few things about this... 

1) There is a cabinet around 200m from my house, it's on the map and I've seen it in person. It is DGS - Entrance to Rathmore Lawn. 

2) The eircom line checker says I can get 50Mbit eFibre. 

Anyone have any idea why this might be happening?


I tried asking the person that phoned me, but she hadn't a notion what I was talking about so I left it go. 

Nonoperational

Sod it, ordered from Vodafone. Can you make sure everything is cancelled please. 

eircom: Alan

Nonoperational wrote: »

Bit of an update... 

Got a call today, apparently the exchange I'm connected to, DGS (douglas) only has "3 eFibre customers and they have really bad speed" and because I'm over 1000m from the exchange then my line is not suitable for eFibre. 

A few things about this... 

1) There is a cabinet around 200m from my house, it's on the map and I've seen it in person. It is DGS - Entrance to Rathmore Lawn. 

2) The eircom line checker says I can get 50Mbit eFibre. 

Anyone have any idea why this might be happening?


I tried asking the person that phoned me, but she hadn't a notion what I was talking about so I left it go. 

Hi Nonoperational

I've have been advised you had received the call and due to the distance from your line to the exchange and distance from the cabinet eircom cannot offer you efibre broadband.

I'm very sorry we could not offer you better news

Al

Nonoperational

There's a cabinet 200M from my house... But anyway phoned Vodafone and according to them I can get 50 Mbit and will have it in a week. Lets see what happens. 

eircom: Alan

Nonoperational wrote: »

There's a cabinet 200M from my house... But anyway phoned Vodafone and according to them I can get 50 Mbit and will have it in a week. Lets see what happens. 

Hi Nonoperational

Yes I'm aware of this, I'm afraid lines further than 150 metres will find it difficult to be eligable for an upgrade however I wish you the best going forward.

Thanks

Al

Nonoperational

Ok thanks. I'll see what happens sur. 

eircom: Alan

Nonoperational wrote: »

Ok thanks. I'll see what happens sur. 

Hi Nonoperational

No worries, hope they can give you the speeds, sorry we couldn't help further.

Thanks

Al

Nonoperational

eircom: Alan wrote: »

Hi Nonoperational

Yes I'm aware of this, I'm afraid lines further than 150 metres will find it difficult to be eligable for an upgrade however I wish you the best going forward.

Thanks

Al

Just as a matter of interest Alan, could you explain why there are many people on eFibre unto 1000M from a cabinet and getting 50Mbit?

http://www.boards.ie/vbulletin/showthread.php?p=88525178#post88525178

Are you really saying that 150M is the distance limit for Eircom's eFibre product?

bealtine

eircom: Alan wrote: »

Nonoperational wrote: »

There's a cabinet 200M from my house... But anyway phoned Vodafone and according to them I can get 50 Mbit and will have it in a week. Lets see what happens. 

Hi Nonoperational

Yes I'm aware of this, I'm afraid lines further than 150 metres will find it difficult to be eligable for an upgrade however I wish you the best going forward.

Thanks

Al

This sounds wrong...the limit is 1000 metres expanding to 2km soon so at 1500 metres the speeds would be very variable. I think you are missing a zero there:)

Nonoperational

And I'm only 200m !

eircom: Alan

Nonoperational wrote: »

And I'm only 200m !

Hi Nonoperational

This is not possible, I can confirm the information I gave you is correct, maybe they mean 1000 metres from the exchange and not actually the cabinet.

Al

Nonoperational

Nah mate. There are many people on FTTC upto 1000M from a cabinet.

Chris The Hacker

eircom: Alan wrote: »

Nonoperational wrote: »

There's a cabinet 200M from my house... But anyway phoned Vodafone and according to them I can get 50 Mbit and will have it in a week. Lets see what happens. 

Hi Nonoperational

Yes I'm aware of this, I'm afraid lines further than 150 metres will find it difficult to be eligable for an upgrade however I wish you the best going forward.

Thanks

Al

That's bull****. Lots of people get eFiber 200m+ from the cabinet:

http://www.boards.ie/vbulletin/showthread.php?t=2056971854

Nonoperational

Yep. I wouldn't mind at all if they were honest and it was a capacity issue at the cabinet or something like that. But to talk complete nonsense by saying there is limit of 150M, and the girl on the phone telling me there are only 3 customers in Douglas with eFibre etc, well it is really really bizarre behaviour. 

pistolpetes11

This is very annoying to read and Eircom's own staff should really know what there on about , 

The distance from the exchange is irrelevant as Fibre has been ran from the exchange to the cabinet in the OP's estate ,

From this cabinet to the OP's home is where the distance comes into play as coper will be now delivering the broadband,

Have a look at slide 4 Alan in the link below 

Eircom Info

Slide 5 also makes for good reading 

Nonoperational

That's what so frustrating. The Eircom reply is complete nonsense. There is obviously some other reason they won't connect me. As I said, a bit of honesty and I'm happy. 


That's an interesting PDF man, thanks for posting it.

pistolpetes11

Nonoperational wrote: »

That's what so frustrating. The Eircom reply is complete nonsense. There is obviously some other reason they won't connect me. As I said, a bit of honesty and I'm happy. 


That's an interesting PDF man, thanks for posting it.

I don't think its a case of honesty , its simply a case that the staff don't know . Eircom jumped into this roll out feet first without having everything properly prepared , A simple bit of staff training on the what's and what not's would benefit not only the staff but all the customers who are being misinformed 

eircom: Alan

pistolpetes11 wrote: »

This is very annoying to read and Eircom's own staff should really know what there on about , 

The distance from the exchange is irrelevant as Fibre has been ran from the exchange to the cabinet in the OP's estate ,

From this cabinet to the OP's home is where the distance comes into play as coper will be now delivering the broadband,

Have a look at slide 4 Alan in the link below 

Eircom Info

Slide 5 also makes for good reading 

[font=Times New Roman","serif]Hi pistolpetes11

I'm not saying the distance from the exchange matters for efibre, on the contrary I am trying to say that it does not matter and it's actually the distance from the cabinet that matters.

In my previous post I was referring to people advising that they are getting efibre and they are 1000 metres from the cabinet whereas I was questioning if they meant 1000 metres to the exchange.

Al[/font]

Nonoperational

But I am about 200M to the cabinet, I walked past it this morning! So why can Eircom not supply eFibre to me and Vodafone can?!

Look at the presentation above, VDSL (i.e. FTTC) is a viable option unto 1000m from the Cabinet. Distance to the exchange is irrelevant.


I'm not trying to be difficult here, but I'd honestly like a valid reason, not a made up one.

eircom: Alan

Nonoperational wrote: »

But I am about 200M to the cabinet, I walked past it this morning! So why can Eircom not supply eFibre to me and Vodafone can?!

Look at the presentation above, VDSL (i.e. FTTC) is a viable option unto 1000m from the Cabinet. Distance to the exchange is irrelevant.

[font=Times New Roman","serif]Hi Nonoperational

 I have advised you that the distance you are from the cabinet is too great for eircom to give you efibre. This position remains.[/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif]Earlier post on this thread reads:[/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif]"Hi Nonoperational

Yes I'm aware of this, I'm afraid lines further than 150 metres will find it difficult to be eligible for an upgrade however I wish you the best going forward.

Thanks

Al"[/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif]I'm aware that some people on other this thread have advised you that they are 1000 metres from the cabinet and availing of efibre however our position remains that efibre cannot be delivered further than 150 to 200 from the cabinet.[/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif]
I have been trying my very best to help you and offer clarification on this however if this still remains unclear I will have no issues with giving you a call to discuss this.[/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif]Thanks[/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif]Al[/font]

Nonoperational

But I'm 200M from a cabinet. So the official Eircom position is that this is too far?
Even though an official Eircom presentation given on 24th Feb 2013 states that 50Mbit is available at 600M?




OK, look forget it. It's not your fault and it's a pointless operation going around in circles.

Good luck.

eircom: Alan

Nonoperational wrote: »

But I'm 200M from a cabinet. So the official Eircom position is that this is too far?

[font=Times New Roman","serif]Hi Nonoperational
[/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif]The cabinet (which is 200 metres from your line) is too far for eircom to offer you efibre broadband.[/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif]efibre cannot be delivered further than 150 to (200 in some cases) metres from the cabinet and in your case the 200 metres is too far. [/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif]There is nothing we can do to offer you efibre.[/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif]Al[/font]

Nonoperational

Yet Vodafone can do it no problem, and there are many many people getting it upto 1000M from Eircom? Please Alan, your embarrassing yourself. 



Also,

Just now this was posted on the broadband forum...

http://www.boards.ie/vbulletin/showpost.php?p=88567046&postcount=6948

eircom: Alan

Nonoperational wrote: »

Yet Vodafone can do it no problem, and there are many many people getting it upto 1000M from Eircom? Please Alan, your embarrassing yourself.



Also,

Just now this was posted on the broadband forum...

http://www.boards.ie/vbulletin/showpost.php?p=88567046&postcount=6948

Hi Nonoperational



Thank you for sharing this, it seems you right and I stand corrected. I have been basing the information on information I've been provided with, however I will raise this and have this information corrected for future reference. I'm very sorry for the confusion caused by this incorrect information.



I will also request further information as to why eircom engineers have considered your line to be too far from the cabinet when it's clearly not.


Thanks


Al

eircom: Alan

Nonoperational wrote: »

Yet Vodafone can do it no problem, and there are many many people getting it upto 1000M from Eircom? Please Alan, your embarrassing yourself. 



Also,

Just now this was posted on the broadband forum...

http://www.boards.ie/vbulletin/showpost.php?p=88567046&postcount=6948

Hi Nonoperational



Thank you for sharing this, it seems you right and I stand corrected. I have been basing the information i have been providing with however I will raise this and have this information corrected for future reference. I'm very sorry for the confusion caused by this incorrect information.



I will also request further information as to why eircom engineers have considered your line to be too far from the cabinet when it's clearly not.


Thanks


Al

pistolpetes11

eircom: Alan wrote: »

Nonoperational wrote: »

But I'm 200M from a cabinet. So the official Eircom position is that this is too far?

Hi Nonoperational

 
The cabinet (which is 200 metres from your line) is too far for eircom to offer you efibre broadband.
 
efibre cannot be delivered further than 150 to (200 in some cases) metres from the cabinet and in your case the 200 metres is too far. 
 
There is nothing we can do to offer you efibre.
 
Al

Hi Alan , 

The information here seems very wrong , according to Eircom's own litature eFibre will be available up to 1000M's from the cabinet,

You need to go and speak with one of your networks team as your giving the wrong information here .

If it was the case that it could only supply no further than 200 Mtrs there would be no point in the service as it would not cover most estate's in the country.

They would cover the first road or two into an estate and after that everyone else would be outside of the limit and another cabinet required.

In my case I am 400Mtrs away from the cabinet but can't get there service but a house in my estate which is 500 Mtrs away can.

eircom: Alan

pistolpetes11 wrote: »

eircom: Alan wrote: »

Nonoperational wrote: »

But I'm 200M from a cabinet. So the official Eircom position is that this is too far?

Hi Nonoperational

 
The cabinet (which is 200 metres from your line) is too far for eircom to offer you efibre broadband.
 
efibre cannot be delivered further than 150 to (200 in some cases) metres from the cabinet and in your case the 200 metres is too far. 
 
There is nothing we can do to offer you efibre.
 
Al

Hi Alan , 

The information here seems very wrong , according to Eircom's own litature eFibre will be available up to 1000M's from the cabinet,

You need to go and speak with one of your networks team as your giving the wrong information here .

If it was the case that it could only supply no further than 200 Mtrs there would be no point in the service as it would cover most estate's in the country.

They would cover the first road or two into an estate and after that everyone else would be outside of the limit and another cabinet required.

In my case I am 400Mtrs away from the cabinet but can't get there service but a house in my estate which is 500 Mtrs away can.

Hi pistolpetes11

Please see my above recent reply to nonoperational. Apologies for the inconvenience this has caused to all involved.

Thanks

Al

pistolpetes11

eircom: Alan wrote: »

pistolpetes11 wrote: »

eircom: Alan wrote: »

Nonoperational wrote: »

But I'm 200M from a cabinet. So the official Eircom position is that this is too far?

Hi Nonoperational

 
The cabinet (which is 200 metres from your line) is too far for eircom to offer you efibre broadband.
 
efibre cannot be delivered further than 150 to (200 in some cases) metres from the cabinet and in your case the 200 metres is too far. 
 
There is nothing we can do to offer you efibre.
 
Al

Hi Alan , 

The information here seems very wrong , according to Eircom's own litature eFibre will be available up to 1000M's from the cabinet,

You need to go and speak with one of your networks team as your giving the wrong information here .

If it was the case that it could only supply no further than 200 Mtrs there would be no point in the service as it would cover most estate's in the country.

They would cover the first road or two into an estate and after that everyone else would be outside of the limit and another cabinet required.

In my case I am 400Mtrs away from the cabinet but can't get there service but a house in my estate which is 500 Mtrs away can.

Hi pistolpetes11

Please see my above recent reply to nonoperational. Apologies for the inconvenience this has caused to all involved.

Thanks

Al

Hi Alan , 

Thats no problem , and well done for taking the time to check up on the information 

PP

Nonoperational

Ok man, fair play. Thanks.

There may well be some other reason why Eircom cannot supply it to me and as I said that's fair enough. Maybe my line takes a huge detour or something... but pacing it out it's about 200M from my front gate.


If you find that there is some other reason I'd appreciate if you'd give me a PM just so I know. As for the order, the Eircom one is cancelled and it's with Vodafone now so there's nothing more to do from that side. 


All the best. 

eircom: Alan

pistolpetes11 wrote: »

eircom: Alan wrote: »

pistolpetes11 wrote: »

eircom: Alan wrote: »

Nonoperational wrote: »

But I'm 200M from a cabinet. So the official Eircom position is that this is too far?

Hi Nonoperational

 
The cabinet (which is 200 metres from your line) is too far for eircom to offer you efibre broadband.
 
efibre cannot be delivered further than 150 to (200 in some cases) metres from the cabinet and in your case the 200 metres is too far. 
 
There is nothing we can do to offer you efibre.
 
Al

Hi Alan , 

The information here seems very wrong , according to Eircom's own litature eFibre will be available up to 1000M's from the cabinet,

You need to go and speak with one of your networks team as your giving the wrong information here .

If it was the case that it could only supply no further than 200 Mtrs there would be no point in the service as it would cover most estate's in the country.

They would cover the first road or two into an estate and after that everyone else would be outside of the limit and another cabinet required.

In my case I am 400Mtrs away from the cabinet but can't get there service but a house in my estate which is 500 Mtrs away can.

Hi pistolpetes11

Please see my above recent reply to nonoperational. Apologies for the inconvenience this has caused to all involved.

Thanks

Al

Hi Alan , 

Thats no problem , and well done for taking the time to check up on the information 

PP

[font=Times New Roman","serif]Thanks pistolpetes11

I appreciate your understanding and do apologise for the unnecessary inconvenience this has caused.

Al[/font]

Nonoperational

Ok man, fair play. Thanks.

There may well be some other reason why Eircom cannot supply it to me and as I said that's fair enough. Maybe my line takes a huge detour or something... but pacing it out it's about 200M from my front gate.


If you find that there is some other reason I'd appreciate if you'd give me a PM just so I know. As for the order, the Eircom one is cancelled and it's with Vodafone now so there's nothing more to do from that side. 


All the best. 

eircom: Alan

Nonoperational wrote: »

Ok man, fair play. Thanks.

There may well be some other reason why Eircom cannot supply it to me and as I said that's fair enough. Maybe my line takes a huge detour or something... but pacing it out it's about 200M from my front gate.


If you find that there is some other reason I'd appreciate if you'd give me a PM just so I know. As for the order, the Eircom one is cancelled and it's with Vodafone now so there's nothing more to do from that side.


All the best.

Thanks Nonoperational

I will definitely raise this to management and actively chase this up for more information. The inconvenience here is totally unnecessary and I do apologise for this.

I will of course PM you any further findings on this.

Al

Chris The Hacker

If I got frustrated reading this thread, I can imagine the OP has a veins protruding from the side of head.

Nonoperational

Fibre installed tonight by 2 lads wearing Eircom vests. Jesus lads, ye are a strange bunch. 

eircom: Alan

Nonoperational wrote: »

Fibre installed tonight by 2 lads wearing Eircom vests. Jesus lads, ye are a strange bunch. 

Hi Nonoperational

Thanks for letting us know. I can agree that this seems very odd and issues like these need to be looked in to. I will certainly send this for feedback to operations. 

Al