Self install?

TheChizler

Hi, my partner just ordered eVision and eFibre for our apartment which had eFibre with the previous tenants. There is a shiny new wall socket and the landlord and sales confirmed that it was working. I'm wondering would it be possible to install the equipment ourselves, as the first date I was given for an install on the order form was in mid-June, and I'd ideally like to have it up and running by the weekend :pac:.

I understand eircom's preference to have the install carried out by trained professionals to ensure proper service, but as basically the same service was fully working in the past I can't foresee any issues. For us it would be preferable to have 'half a service' running until the technician can visit in a month than no service at all for a month. I'd be happy if I could just get internet up and running for now.

Would greatly appreciate it if anything can be done here!

eircom: Alan

TheChizler wrote: »

Hi, my partner just ordered eVision and eFibre for our apartment which had eFibre with the previous tenants. There is a shiny new wall socket and the landlord and sales confirmed that it was working. I'm wondering would it be possible to install the equipment ourselves, as the first date I was given for an install on the order form was in mid-June, and I'd ideally like to have it up and running by the weekend :pac:.

I understand eircom's preference to have the install carried out by trained professionals to ensure proper service, but as basically the same service was fully working in the past I can't foresee any issues. For us it would be preferable to have 'half a service' running until the technician can visit in a month than no service at all for a month. I'd be happy if I could just get internet up and running for now.

Would greatly appreciate it if anything can be done here!

Hi TheChizler

I fully understand your views on this and it does make sense - however there is no self install process or procedure in place for efibre broadband and at present this is a feature eircom can't offer you. I know that in the end of the day is works out easier for both yourself & eircom however there are specific conditions that require a technician call out.

I have previously provided feedback in efforts to introduce a self install feature which I am being told is being seriously considered for the future but at this moment in time I'm sorry to say I can't offer you better news

If you would like to PM me your order/account number I'll check to see if there is an earlier appointment with the network crews in your area however this is something I can't offer a guarantee with

Cheers
Al

TheChizler

eircom: Alan wrote: »

TheChizler wrote: »

Hi, my partner just ordered eVision and eFibre for our apartment which had eFibre with the previous tenants. There is a shiny new wall socket and the landlord and sales confirmed that it was working. I'm wondering would it be possible to install the equipment ourselves, as the first date I was given for an install on the order form was in mid-June, and I'd ideally like to have it up and running by the weekend :pac:.

I understand eircom's preference to have the install carried out by trained professionals to ensure proper service, but as basically the same service was fully working in the past I can't foresee any issues. For us it would be preferable to have 'half a service' running until the technician can visit in a month than no service at all for a month. I'd be happy if I could just get internet up and running for now.

Would greatly appreciate it if anything can be done here!

Hi TheChizler

I fully understand your views on this and it does make sense - however there is no self install process or procedure in place for efibre broadband and at present this is a feature eircom can't offer you. I know that in the end of the day is works out easier for both yourself & eircom however there are specific conditions that require a technician call out.

I have previously provided feedback in efforts to introduce a self install feature which I am being told is being seriously considered for the future but at this moment in time I'm sorry to say I can't offer you better news

If you would like to PM me your order/account number I'll check to see if there is an earlier appointment with the network crews in your area however this is something I can't offer a guarantee with

Cheers
Al

Thanks Alan,

I appreciate that there are invariably reasons for setups like this. We haven't got an order number yet, just the email saying 'thank you and we'll be in contact in the next few days regarding installation'. If we don't have success with that phone call I'll certainly get back to you. Thanks again for answering my question.

eircom: Alan

TheChizler wrote: »

eircom: Alan wrote: »

TheChizler wrote: »

Hi, my partner just ordered eVision and eFibre for our apartment which had eFibre with the previous tenants. There is a shiny new wall socket and the landlord and sales confirmed that it was working. I'm wondering would it be possible to install the equipment ourselves, as the first date I was given for an install on the order form was in mid-June, and I'd ideally like to have it up and running by the weekend :pac:.

I understand eircom's preference to have the install carried out by trained professionals to ensure proper service, but as basically the same service was fully working in the past I can't foresee any issues. For us it would be preferable to have 'half a service' running until the technician can visit in a month than no service at all for a month. I'd be happy if I could just get internet up and running for now.

Would greatly appreciate it if anything can be done here!

Hi TheChizler

I fully understand your views on this and it does make sense - however there is no self install process or procedure in place for efibre broadband and at present this is a feature eircom can't offer you. I know that in the end of the day is works out easier for both yourself & eircom however there are specific conditions that require a technician call out.

I have previously provided feedback in efforts to introduce a self install feature which I am being told is being seriously considered for the future but at this moment in time I'm sorry to say I can't offer you better news

If you would like to PM me your order/account number I'll check to see if there is an earlier appointment with the network crews in your area however this is something I can't offer a guarantee with

Cheers
Al

Thanks Alan,

I appreciate that there are invariably reasons for setups like this. We haven't got an order number yet, just the email saying 'thank you and we'll be in contact in the next few days regarding installation'. If we don't have success with that phone call I'll certainly get back to you. Thanks again for answering my question.

No worries TheChizler

When you do get the order number please PM me and I'll do my best for you

Cheers
Al

Kavrocks

eircom: Alan wrote: »

I know that in the end of the day is works out easier for both yourself & eircom however there are specific conditions that require a technician call out.

I'd love to hear those conditions. When we had it installed recently the technician arrived to the house with a new modem plugged it in, turned it on and left. Are you honestly saying it takes a technician to plug in a few wires and turn a modem on?

eircom: Alan

Kavrocks wrote: »

eircom: Alan wrote: »

I know that in the end of the day is works out easier for both yourself & eircom however there are specific conditions that require a technician call out.

I'd love to hear those conditions. When we had it installed recently the technician arrived to the house with a new modem plugged it in, turned it on and left. Are you honestly saying it takes a technician to plug in a few wires and turn a modem on?

Hi Kavrocks - Ultimately I can't offer you or debate the official operational reasoning for the requirement of installation technicians. In youir case it seems there was not a heavy requirment for a technicain but I suppose It's safer to have a technician if in the event that more cabling is required or if the preferred location of the modem is in a bedroom/office rather than hall where the socket currently is (which happens a lot), there's also no extra cost for connection by the technician.

Cheers
Al

Kavrocks

eircom: Alan wrote: »

Kavrocks wrote: »

eircom: Alan wrote: »

I know that in the end of the day is works out easier for both yourself & eircom however there are specific conditions that require a technician call out.

I'd love to hear those conditions. When we had it installed recently the technician arrived to the house with a new modem plugged it in, turned it on and left. Are you honestly saying it takes a technician to plug in a few wires and turn a modem on?

Hi Kavrocks - Ultimately I can't offer you or debate the official operational reasoning for the requirement of installation technicians. In youir case it seems there was not a heavy requirment for a technicain but I suppose It's safer to have a technician if in the event that more cabling is required or if the preferred location of the modem is in a bedroom/office rather than hall where the socket currently is (which happens a lot), there's also no extra cost for connection by the technician.

Cheers
Al

That's unfortunate. Thanks anyway for the prompt response.

eircom: Alan

Kavrocks wrote: »

eircom: Alan wrote: »

Kavrocks wrote: »

eircom: Alan wrote: »

I know that in the end of the day is works out easier for both yourself & eircom however there are specific conditions that require a technician call out.

I'd love to hear those conditions. When we had it installed recently the technician arrived to the house with a new modem plugged it in, turned it on and left. Are you honestly saying it takes a technician to plug in a few wires and turn a modem on?

Hi Kavrocks - Ultimately I can't offer you or debate the official operational reasoning for the requirement of installation technicians. In youir case it seems there was not a heavy requirment for a technicain but I suppose It's safer to have a technician if in the event that more cabling is required or if the preferred location of the modem is in a bedroom/office rather than hall where the socket currently is (which happens a lot), there's also no extra cost for connection by the technician.

Cheers
Al

That's unfortunate. Thanks anyway for the prompt response.

No worries Kavrocks

Cheers
Al

TheChizler

Hi Al,

I wonder would you be able to look into this actually if you don't mind? We still haven't received any account details or order number yet, just a generic email saying the install team would be in touch. I'll send a PM with the name on the order and address.

Cheers

eircom: Alan

TheChizler wrote: »

Hi Al,

I wonder would you be able to look into this actually if you don't mind? We still haven't received any account details or order number yet, just a generic email saying the install team would be in touch. I'll send a PM with the name on the order and address.

Cheers

Sure TheChizler

Please PM me your address, name the order is in and your email address.

Thanks
Al

TheChizler

eircom: Alan wrote: »

TheChizler wrote: »

Hi Al,

I wonder would you be able to look into this actually if you don't mind? We still haven't received any account details or order number yet, just a generic email saying the install team would be in touch. I'll send a PM with the name on the order and address.

Cheers

Sure TheChizler

Please PM me your address, name the order is in and your email address.

Thanks
Al

Thanks Al, sent.

eircom: Alan

TheChizler wrote: »

eircom: Alan wrote: »

TheChizler wrote: »

Hi Al,

I wonder would you be able to look into this actually if you don't mind? We still haven't received any account details or order number yet, just a generic email saying the install team would be in touch. I'll send a PM with the name on the order and address.

Cheers

Sure TheChizler

Please PM me your address, name the order is in and your email address.

Thanks
Al

Thanks Al, sent.

Thanks TheChizler

AL

TheChizler

Re-ordered as you suggested Al. Will get back to you as soon as I have an order no.

eircom: Alan

TheChizler wrote: »

Re-ordered as you suggested Al. Will get back to you as soon as I have an order no.

Cheers for the update - let me know as soon as you get an order number please

Thanks
Al

TheChizler

Sent on the details there Al.

eircom: Alan

TheChizler wrote: »

Sent on the details there Al.

Cheers TheChizler

Following up on this now

Al

TheChizler

Re-ordered once I got off the phone with you earlier, will let you know as soon as I have an order number.

eircom: Alan

TheChizler wrote: »

Re-ordered once I got off the phone with you earlier, will let you know as soon as I have an order number.

Cheers TheChizler

Al

TheChizler

Hi Aisling/Amber,

Alan said he updated you guys on my case. We reordered eVision yesterday morning and still haven't got an order number. Should we try again? The online ordering seems to be broken (for us at least) as we've ordered three or four times now and there's still no record with sales, even when we did get an order number. Is it possible to order directly with you guys but still get the online offer?

eircom: Tony

[font=Times New Roman","serif]Hi TheChizler[/font]
[font=Times New Roman","serif]
I have been chasing this up for you today on behalf of my colleague Al. [/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif]Still no order no available to us at present however this can take 24 - 48hrs to generate on our system.[/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif]I will continue to keep a close eye on this for you & get back to you as soon as I have an update with an app date.
[/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]Tony[/font]
[font=Times New Roman","serif] [/font]

 

TheChizler

eircom: Tony wrote: »

Hi TheChizler

I have been chasing this up for you today on behalf of my colleague Al.
 
Still no order no available to us at present however this can take 24 - 48hrs to generate on our system.
 
I will continue to keep a close eye on this for you & get back to you as soon as I have an update with an app date.

 
Thanks
 
Tony
 

 

Ok thanks Tony, I'll give it until tomorrow!

TheChizler

Hey Tony, we haven't received an order number yet, can you please check with sales to see if there's any record of any of our applications? We've been trying this for over 9 days now. Is it the case that we just can't avail of eVision? I'm loyal to eircom mainly because of the great support here, but we will have to start looking at other providers if sales can't process our order. Thank you.

eircom: Tony

TheChizler wrote: »

Hey Tony, we haven't received an order number yet, can you please check with sales to see if there's any record of any of our applications? We've been trying this for over 9 days now. Is it the case that we just can't avail of eVision? I'm loyal to eircom mainly because of the great support here, but we will have to start looking at other providers if sales can't process our order. Thank you.

Hi TheChizler


I have just been speaking with our online team & can confirm your order has been received.
 
My colleague from our online team will be in touch with you be COB today to confirm order details.
 
Once again apologies for the inconvenience.
 
Thanks
 
Ash
 

TheChizler

eircom: Tony wrote: »

TheChizler wrote: »

Hey Tony, we haven't received an order number yet, can you please check with sales to see if there's any record of any of our applications? We've been trying this for over 9 days now. Is it the case that we just can't avail of eVision? I'm loyal to eircom mainly because of the great support here, but we will have to start looking at other providers if sales can't process our order. Thank you.

Hi TheChizler


I have just been speaking with our online team & can confirm your order has been received.
 
My colleague from our online team will be in touch with you be COB today to confirm order details.
 
Once again apologies for the inconvenience.
 
Thanks
 
Ash
 

That's great Tony thank you! Great service from the boards team!

Edit: Thanks Ash

TheChizler

Hi Tony/Ash,

Didn't get any call before close of business last week, is there a problem? We originally ordered two weeks ago today.

Thanks

eircom: Alan

TheChizler wrote: »

Hi Tony/Ash,

Didn't get any call before close of business last week, is there a problem? We originally ordered two weeks ago today.

Thanks

Hi TheChizler

I'm back today so could you please PM me your order number and I'll look in to this right away

Cheers
Al

TheChizler

eircom: Alan wrote: »

TheChizler wrote: »

Hi Tony/Ash,

Didn't get any call before close of business last week, is there a problem? We originally ordered two weeks ago today.

Thanks

Hi TheChizler

I'm back today so could you please PM me your order number and I'll look in to this right away

Cheers
Al

Hi again Alan,

We haven't got an order number yet, all I know is that Ash could see that it had been received.

eircom: Alan

TheChizler wrote: »

eircom: Alan wrote: »

TheChizler wrote: »

Hi Tony/Ash,

Didn't get any call before close of business last week, is there a problem? We originally ordered two weeks ago today.

Thanks

Hi TheChizler

I'm back today so could you please PM me your order number and I'll look in to this right away

Cheers
Al

Hi again Alan,

We haven't got an order number yet, all I know is that Ash could see that it had been received.

Apologies TheChizler

I'll investigate this now and get back to you as soon as possible

Cheers
Al

TheChizler

eircom: Alan wrote: »

TheChizler wrote: »

eircom: Alan wrote: »

TheChizler wrote: »

Hi Tony/Ash,

Didn't get any call before close of business last week, is there a problem? We originally ordered two weeks ago today.

Thanks

Hi TheChizler

I'm back today so could you please PM me your order number and I'll look in to this right away

Cheers
Al

Hi again Alan,

We haven't got an order number yet, all I know is that Ash could see that it had been received.

Apologies TheChizler

I'll investigate this now and get back to you as soon as possible

Cheers
Al

Thanks Al.

eircom: Alan

TheChizler wrote: »

eircom: Alan wrote: »

TheChizler wrote: »

eircom: Alan wrote: »

TheChizler wrote: »

Hi Tony/Ash,

Didn't get any call before close of business last week, is there a problem? We originally ordered two weeks ago today.

Thanks

Hi TheChizler

I'm back today so could you please PM me your order number and I'll look in to this right away

Cheers
Al

Hi again Alan,

We haven't got an order number yet, all I know is that Ash could see that it had been received.

Apologies TheChizler

I'll investigate this now and get back to you as soon as possible

Cheers
Al

Thanks Al.

Thanks TheChizler - I'll be in touch with you soon

Al

TheChizler

Hey Al, technician's here at the moment but says we should have got the modem in the post and he can't install it? Any ideas?

TheChizler

TheChizler wrote: »

Hey Al, technician's here at the moment but says we should have got the modem in the post and he can't install it? Any ideas?

Thanks for the quick call and sorting that out for me! The job description for installing eVision arrived while we were talking so everything is installed and up and running now (eVision and eFibre). Thanks again for getting the ball rolling!

eircom: Alan

TheChizler wrote: »

TheChizler wrote: »

Hey Al, technician's here at the moment but says we should have got the modem in the post and he can't install it? Any ideas?

Thanks for the quick call and sorting that out for me! The job description for installing eVision arrived while we were talking so everything is installed and up and running now (eVision and eFibre). Thanks again for getting the ball rolling!

Delighted to hear this TheChizler

Hope you enjoy the service - please keep in touch & let me know if there's ever anything I can help with

Thanks
Al

TheChizler

Hi again Al!

Unfortunately we've been having some problems with the connection/our F2000 gateway. At least once a day since getting eFibre installed DSL has been disconnecting and refusing to connect for the best part of an hour. I'm not sure which combination of software rebooting, unplugging works but the one thing I have to do each time is run the setup wizard before the connection restores; trying to restart DSL through the maintenance menu has never worked. It doesn't give any stats until the connection is working again, so I can't check attenuation/noise etc. I've noticed in the logs that the last message before it disconnects is about maintenance/QWMP connection which it logs as an intrusion attempt, don't know if this is related.

Edit: It happened just after 9 p.m. 3 days in a row, and just after 11 this morning.

eircom: Alan

TheChizler wrote: »

Hi again Al!

Unfortunately we've been having some problems with the connection/our F2000 gateway. At least once a day since getting eFibre installed DSL has been disconnecting and refusing to connect for the best part of an hour. I'm not sure which combination of software rebooting, unplugging works but the one thing I have to do each time is run the setup wizard before the connection restores; trying to restart DSL through the maintenance menu has never worked. It doesn't give any stats until the connection is working again, so I can't check attenuation/noise etc. I've noticed in the logs that the last message before it disconnects is about maintenance/QWMP connection which it logs as an intrusion attempt, don't know if this is related.

Edit: It happened just after 9 p.m. 3 days in a row, and just after 11 this morning.

Very sorry to hear this the Chizler,

I've run a number of basic tests and I can't see what could be causing the issues. There's no sign of an external fault on your line and there is no visible interference with your set-up.

I did contact technical support who have advised me to ask you to contact them as they will be able to run deeper tests in real time to establish the issue in full. You can reach support via Instant WebChat at www.eircom.ie/chatnow or on free phone 1901.

I have noted this correspondence to your account - feel free to keep me updated.

Cheers
Al

TheChizler

eircom: Alan wrote: »

TheChizler wrote: »

Hi again Al!

Unfortunately we've been having some problems with the connection/our F2000 gateway. At least once a day since getting eFibre installed DSL has been disconnecting and refusing to connect for the best part of an hour. I'm not sure which combination of software rebooting, unplugging works but the one thing I have to do each time is run the setup wizard before the connection restores; trying to restart DSL through the maintenance menu has never worked. It doesn't give any stats until the connection is working again, so I can't check attenuation/noise etc. I've noticed in the logs that the last message before it disconnects is about maintenance/QWMP connection which it logs as an intrusion attempt, don't know if this is related.

Edit: It happened just after 9 p.m. 3 days in a row, and just after 11 this morning.

Very sorry to hear this the Chizler,

I've run a number of basic tests and I can't see what could be causing the issues. There's no sign of an external fault on your line and there is no visible interference with your set-up.

I did contact technical support who have advised me to ask you to contact them as they will be able to run deeper tests in real time to establish the issue in full. You can reach support via Instant WebChat at www.eircom.ie/chatnow or on free phone 1901.

I have noted this correspondence to your account - feel free to keep me updated.

Cheers
Al

Thanks for looking into this. I'll be sure to contact them.

One more thing before I leave you alone; my girlfriend received two direct debit mandates with different mandate reference numbers, could we confirm that we'll only be charged for one of them? Cheers.

eircom: Alan

TheChizler wrote: »

eircom: Alan wrote: »

TheChizler wrote: »

Hi again Al!

Unfortunately we've been having some problems with the connection/our F2000 gateway. At least once a day since getting eFibre installed DSL has been disconnecting and refusing to connect for the best part of an hour. I'm not sure which combination of software rebooting, unplugging works but the one thing I have to do each time is run the setup wizard before the connection restores; trying to restart DSL through the maintenance menu has never worked. It doesn't give any stats until the connection is working again, so I can't check attenuation/noise etc. I've noticed in the logs that the last message before it disconnects is about maintenance/QWMP connection which it logs as an intrusion attempt, don't know if this is related.

Edit: It happened just after 9 p.m. 3 days in a row, and just after 11 this morning.

Very sorry to hear this the Chizler,

I've run a number of basic tests and I can't see what could be causing the issues. There's no sign of an external fault on your line and there is no visible interference with your set-up.

I did contact technical support who have advised me to ask you to contact them as they will be able to run deeper tests in real time to establish the issue in full. You can reach support via Instant WebChat at www.eircom.ie/chatnow or on free phone 1901.

I have noted this correspondence to your account - feel free to keep me updated.

Cheers
Al

Thanks for looking into this. I'll be sure to contact them.

One more thing before I leave you alone; my girlfriend received two direct debit mandates with different mandate reference numbers, could we confirm that we'll only be charged for one of them? Cheers.

No worries,

That's quite odd about the mandates, please PM me the two reference numbers and I'll look in to this.

Cheers
Al

TheChizler

eircom: Alan wrote: »

TheChizler wrote: »

eircom: Alan wrote: »

TheChizler wrote: »

Hi again Al!

Unfortunately we've been having some problems with the connection/our F2000 gateway. At least once a day since getting eFibre installed DSL has been disconnecting and refusing to connect for the best part of an hour. I'm not sure which combination of software rebooting, unplugging works but the one thing I have to do each time is run the setup wizard before the connection restores; trying to restart DSL through the maintenance menu has never worked. It doesn't give any stats until the connection is working again, so I can't check attenuation/noise etc. I've noticed in the logs that the last message before it disconnects is about maintenance/QWMP connection which it logs as an intrusion attempt, don't know if this is related.

Edit: It happened just after 9 p.m. 3 days in a row, and just after 11 this morning.

Very sorry to hear this the Chizler,

I've run a number of basic tests and I can't see what could be causing the issues. There's no sign of an external fault on your line and there is no visible interference with your set-up.

I did contact technical support who have advised me to ask you to contact them as they will be able to run deeper tests in real time to establish the issue in full. You can reach support via Instant WebChat at www.eircom.ie/chatnow or on free phone 1901.

I have noted this correspondence to your account - feel free to keep me updated.

Cheers
Al

Thanks for looking into this. I'll be sure to contact them.

One more thing before I leave you alone; my girlfriend received two direct debit mandates with different mandate reference numbers, could we confirm that we'll only be charged for one of them? Cheers.

No worries,

That's quite odd about the mandates, please PM me the two reference numbers and I'll look in to this.

Cheers
Al

No problem Al I'll do this when I get home. Thank you.

eircom: Alan

TheChizler wrote: »

eircom: Alan wrote: »

TheChizler wrote: »

eircom: Alan wrote: »

TheChizler wrote: »

Hi again Al!

Unfortunately we've been having some problems with the connection/our F2000 gateway. At least once a day since getting eFibre installed DSL has been disconnecting and refusing to connect for the best part of an hour. I'm not sure which combination of software rebooting, unplugging works but the one thing I have to do each time is run the setup wizard before the connection restores; trying to restart DSL through the maintenance menu has never worked. It doesn't give any stats until the connection is working again, so I can't check attenuation/noise etc. I've noticed in the logs that the last message before it disconnects is about maintenance/QWMP connection which it logs as an intrusion attempt, don't know if this is related.

Edit: It happened just after 9 p.m. 3 days in a row, and just after 11 this morning.

Very sorry to hear this the Chizler,

I've run a number of basic tests and I can't see what could be causing the issues. There's no sign of an external fault on your line and there is no visible interference with your set-up.

I did contact technical support who have advised me to ask you to contact them as they will be able to run deeper tests in real time to establish the issue in full. You can reach support via Instant WebChat at www.eircom.ie/chatnow or on free phone 1901.

I have noted this correspondence to your account - feel free to keep me updated.

Cheers
Al

Thanks for looking into this. I'll be sure to contact them.

One more thing before I leave you alone; my girlfriend received two direct debit mandates with different mandate reference numbers, could we confirm that we'll only be charged for one of them? Cheers.

No worries,

That's quite odd about the mandates, please PM me the two reference numbers and I'll look in to this.

Cheers
Al

No problem Al I'll do this when I get home. Thank you.

Cheers the Chizler,

I'm finished soon but will be back tomorrow at 10am

Al

TheChizler

Hi Alan, sent you a PM last night.

eircom: Alan

TheChizler wrote: »

Hi Alan, sent you a PM last night.

Cheers TheChizler

Just had confirmation that the reason why two mandates is because of the failed order which was done before the final & correct online order. The failed one was reference number ending with the digits 980. This is already terminated and there's nothing to be concerned about.

Cheers
Al

TheChizler

eircom: Alan wrote: »

TheChizler wrote: »

Hi Alan, sent you a PM last night.

Cheers TheChizler

Just had confirmation that the reason why two mandates is because of the failed order which was done before the final & correct online order. The failed one was reference number ending with the digits 980. This is already terminated and there's nothing to be concerned about.

Cheers
Al

That's great to hear thanks Al!

eircom: Alan

TheChizler wrote: »

eircom: Alan wrote: »

TheChizler wrote: »

Hi Alan, sent you a PM last night.

Cheers TheChizler

Just had confirmation that the reason why two mandates is because of the failed order which was done before the final & correct online order. The failed one was reference number ending with the digits 980. This is already terminated and there's nothing to be concerned about.

Cheers
Al

That's great to hear thanks Al!

Most welcome TheChizler
Al

TheChizler

Hi again Alan,

We've just received our first bill for €190... This included the price of an eVision box for €121.95 plus VAT (€150). I'm sure there's a mistake as in the section above the equipment charge it says "free eVision box". Please would you be able to get this amended before the direct debit comes out? I've assured my girlfriend that there's a mistake but she's extremely stressed and panicked about this so I'd really appreciate a fast resolution. Thank you.

Just to update you on the connection loss story, we're waiting on a technician to arrive today as the one scheduled for last week didn't turn up. In the meantime our profile was reduced from 80 to 20 Mb/s to give the connection guaranteed stability. I've since got that raised to 50 Mb as that seems to give half decent stability with decent speeds. Hopefully it will be sorted today. I was assured by tech support that we wouldn't be charged for the time a fault was registered on our line, but the last guy I talked to had no record of a fault, so I'm not sure what the story is with that.

eircom: Alan

TheChizler wrote: »

Hi again Alan,

We've just received our first bill for €190... This included the price of an eVision box for €121.95 plus VAT (€150). I'm sure there's a mistake as in the section above the equipment charge it says "free eVision box". Please would you be able to get this amended before the direct debit comes out? I've assured my girlfriend that there's a mistake but she's extremely stressed and panicked about this so I'd really appreciate a fast resolution. Thank you.

Just to update you on the connection loss story, we're waiting on a technician to arrive today as the one scheduled for last week didn't turn up. In the meantime our profile was reduced from 80 to 20 Mb/s to give the connection guaranteed stability. I've since got that raised to 50 Mb as that seems to give half decent stability with decent speeds. Hopefully it will be sorted today. I was assured by tech support that we wouldn't be charged for the time a fault was registered on our line, but the last guy I talked to had no record of a fault, so I'm not sure what the story is with that.

Hi TheChizler

Thanks for posting me on this, Yes that bill does not sound right at all. I will investigate and get back to you later today.

Cheers
Al

TheChizler

Hi Al, is there any update on this? The direct debit is due to come out this day next week.

Just another update on the DSL issues, I called support again on Saturday night when sync had gone down, they logged a fault again and said someone would be out to have a look. I got the "the engineer has advised us that the fault affecting your broadband SHOULD now be resolved" text this morning but no technician has called, so to summarize:

June 4th: KN installed eFibre & eVision, xDSL tester said connection was excellent.
June 10th: eircom technician came out to test the line, megger said 0 errors.
June 16th: Appointment scheduled from 8 am to 1 pm, got the above text a bit after 10 but no call-out.
June 25th: Appointment scheduled from 8 am to 1 pm, no call-out. KN technician rang at 1:15 when I was on the way back to work saying that if the eircom technician on the 10th couldn't find anything then he didn't know what he could do, and that he would talk to his supervisor and get back to me.
June 26th: Got the above text at 10:42.
June 29th: Got the above text at 10:42 after logging a fault on Saturday.

The text system might need looking at...

eircom: Alan

TheChizler wrote: »

Hi Al, is there any update on this? The direct debit is due to come out this day next week.

Just another update on the DSL issues, I called support again on Saturday night when sync had gone down, they logged a fault again and said someone would be out to have a look. I got the "the engineer has advised us that the fault affecting your broadband SHOULD now be resolved" text this morning but no technician has called, so to summarize:

June 4th: KN installed eFibre & eVision, xDSL tester said connection was excellent.
June 10th: eircom technician came out to test the line, megger said 0 errors.
June 16th: Appointment scheduled from 8 am to 1 pm, got the above text a bit after 10 but no call-out.
June 25th: Appointment scheduled from 8 am to 1 pm, no call-out. KN technician rang at 1:15 when I was on the way back to work saying that if the eircom technician on the 10th couldn't find anything then he didn't know what he could do, and that he would talk to his supervisor and get back to me.
June 26th: Got the above text at 10:42.
June 29th: Got the above text at 10:42 after logging a fault on Saturday.

The text system might need looking at...

Hi TheChizler

I have had it confirmed that €150 was indeed added in error and has now been removed. Sincere apologies for this.

I am awaiting clarification from our technical support department in relation to your fault reference number and as soon as I have more information I'll let you know.

Thanks

Al

TheChizler

Hi Al, I know it's the weekend but just updating to say we spent last night without Internet or TV as the sync problem happened again, no combination of resetting the box, restarting DSL, messing with cables worked.

The technician scheduled to come on Thursday didn't turn up, and neither of us got a call. That's three times in a row now. You've been fantastic here but unfortunately we're going to have to submit a complaint as the next step.

TheChizler

Gone again this morning.

Rock 1234

Hi TheChizler,

You and your girlfriend have the right under the 1980 Consumer Act, To a service that is fit for purpose,

If you have a contract with a supplier of services you can expect that:

• The supplier has the necessary skill to provide the service 
• The service will be provided with proper care and diligence 
• The materials used will be sound and that goods supplied with the service will be of merchantable quality 
  

[*]
You can read more about this online, if you have internet,

The best of luck with whatever you and your girlfriend decide to do, You both have strong consumer rights if you decide to use them 

eircom: Alan

TheChizler wrote: »

Gone again this morning.

I'm genuinely sorry to hear this TheChizler

I would understand your feeling on this and see why you wish to lodge a complaint. I have escalated your feedback on this to our technical support department and noted the negative experience so far and of course noted the urgency in having this resolved asap. As soon as I have more information I'll let you know.

Thanks

Al