Can I get a definitive answer to my questions re Eircom contract?

bik_ireland

I ordered a phone line for broadband over 2 weeks ago by telephone. Spent about 25 minutes on phone with a very helpful (at the time) lady. She gave me a provisional  date for an engineer to call out (no line present). On the day I stayed home and called the sales team to check if the visit was still going ahead. They had no record of my order. I spoke with several different departments on the day - to no avail.
Eventually I agreed to place the order again and spoke to another helpful gentleman who began to take my details. He then explained that he would call me back in 20 mins as the ordering system (or something) was down. Fair enough, but no call back since. That was Friday 28th March. SO I called myself again today -  went through the entire explanation again with a different agent. Eventually I explained that I had no interest in the contract if I could not get at least 4mbps speeds and that I understood from what other agents had told me that I could cancel the contract if the line could not offer me at least 4 mbps. He advised that this was NOT the case and that I would have to honour the 12 month contract once installed. The same agent also advised that for my address fibre was not available. (Naul cabinets not upgraded) This is at odds with what at least 2 other agents have told me.
Obviously I can't afford to pay for a contract that will deliver me unusable bandwidth.

So what are the truths about my situation here?
1 - DO I have to honour a contract if it is discovered that the line will only deliver me 2 to 3 mbps?
2 - Will I be connected to a fibre - enabled exchange / cabinet? (I can provide the address detail by PM)
3 - Why do different agents tell me different things? Particularly regarding whether or not the Naul exchange / cabinet supports fibre?

Hoping for a prompt reply.

BIK

eircom: Colm

bik_ireland wrote: »

I ordered a phone line for broadband over 2 weeks ago by telephone. Spent about 25 minutes on phone with a very helpful (at the time) lady. She gave me a provisional  date for an engineer to call out (no line present). On the day I stayed home and called the sales team to check if the visit was still going ahead. They had no record of my order. I spoke with several different departments on the day - to no avail.
Eventually I agreed to place the order again and spoke to another helpful gentleman who began to take my details. He then explained that he would call me back in 20 mins as the ordering system (or something) was down. Fair enough, but no call back since. That was Friday 28th March. SO I called myself again today -  went through the entire explanation again with a different agent. Eventually I explained that I had no interest in the contract if I could not get at least 4mbps speeds and that I understood from what other agents had told me that I could cancel the contract if the line could not offer me at least 4 mbps. He advised that this was NOT the case and that I would have to honour the 12 month contract once installed. The same agent also advised that for my address fibre was not available. (Naul cabinets not upgraded) This is at odds with what at least 2 other agents have told me.
Obviously I can't afford to pay for a contract that will deliver me unusable bandwidth.

So what are the truths about my situation here?
1 - DO I have to honour a contract if it is discovered that the line will only deliver me 2 to 3 mbps?
2 - Will I be connected to a fibre - enabled exchange / cabinet? (I can provide the address detail by PM)
3 - Why do different agents tell me different things? Particularly regarding whether or not the Naul exchange / cabinet supports fibre?

Hoping for a prompt reply.

BIK

Hi bik_ireland

I have just looked at this. First of all I am sorry that there has been difficulty with placing the order and would like to apologise for this. In relation to your specific questions;

1) Unfortunately it is not possible to stipulate a minimum required Broadband speed prior to ordering service and subsequently exiting a contract if that speed is not available. Their are separate contracts for the Phone and Broadband. However if it is stipulated that you require Broadband prior to ordering the Phone line and the line cannot subsequently support Broadband you would be allowed exit contract

2) I can check the address as regards availability of efibre if you wish to PM me the exact address

3) I will be able to check this for you in more detail once I receive the address. However in many areas the rollout of efibre is underway so while it may be available from a particular cabinet in the exchange area, not all cabinets may have been upgraded as of yet.

thanks
Colm