Eirode updated-line speed still showing slower speed

guideanna

Please feel free to to my ongoing saga over your system holding an incorrect address for my eircode.

i've been assured (numerous times now) that the address is now corrected and have put in for a new line test which i am waiting to hear back on.

Question i have is how can i be sure this is being done on the correct address? 
This is my third attempt and i was assured last time it would be the correct address from now on…But it wasn't.

Is there a way i can get confirmation of the address the technician visited or a proof of correct address visitation.eg.photo etc?
 i'm sorry but i just have no trust in Eir at all anymore so i have taken it upon myself now to micro manage every tiny aspect of my trying to correctly place my (THIRD) order.

eir: Anna

Hi guideanna,

I would recommend keeping your query on the one thread to avoid any confusion. 

I'm sorry you feel this way however, I'm afraid we would be unable to send you proof that this has been amended on our side.

I have checked this again for you and can assure you it is corrected.

Thanks,
Anna

guideanna

Justy read on another post the following;

"You landline needs to be installed first and when this becomes active it can then be tested and another installation can then be carried out for FTTH.
"

So please can your tell me…
How can air give me a line test if i never had a landline installed?

I'm in the process of getting ready to place my THIRD order, sales person told me on Thursday or maybe even Wednesday that a line test would be getting done at my "correct" address but i've never had a landline in my home (new build, was never connected) so what will they be testing in my case then?

eir: Anna

Every order is different and when ordering you would be advised of speeds eligible to you and the installation process.

Thanks,
Anna

guideanna

ok so can you tell me in my case how they would know the line speed?
My eircode was tagged to the incorrect address so there's every possibility the wrong line speed is too, infact i'd bet my life on it since all my neighbors eircodes are coming up as available for fibre and i'm not...

eir: Anna

The eircode has been amended and your speed is based on this and this is why it has been sent off for a speed test.

If you are looking to discuss this in further detail I would recommend contacting our sales team on 1800 503 303 when your test comes back and they will be able to advise you of your line capability.

Thanks,
Anna

guideanna

how am i supposed to know when the line test has been completed?

eir: Anna

It would usually take up to 48 working hours to come back to the team.

Thanks,
Anna

guideanna

Well anna, looks like someone actually did call out to my house yesterday…the door off the box outside my house was discarded on the ground…nice touch!! He could have just left a calling card.
Anyway do you think the line speed would be updated on your system yet or do i have to wait 48hours after they call?

eir: Anna

I would recommend contacting them to query this and they should have a result now.

Did the technician leave anything for you or were they outside your home?

They may have been outside doing work for the area as I have checked your account number provided previously and there is no note of a technician out in regards to your home.

Thanks,
Anna

guideanna

eir: Anna wrote: »

I would recommend contacting them to query this and they should have a result now.

Did the technician leave anything for you or were they outside your home?

They may have been outside doing work for the area as I have checked your account number provided previously and there is no note of a technician out in regards to your home.

Thanks,
Anna

Well the box thing (beside the esb box) is on the side of my house in a private driveway and it had been tampered with as the door was on the ground, i live in a gated cul-de-sac so highly unlikely it was anyone else but eir.
Got nothing left from a technician which as i mentioned in another post would have been preferable as i now have to pick up the phone for the 500th time to try find out has an engineer called, has the line been tested, has the system been updated and can i now place an order…..for the THIRD time!
The ac number i gave you previously wouldn't' be updated as that order was cancelled due to the issue with the eircode so i currently have no order.

eir: Anna

I completely understand your frustration and I do apologise, however, a technician would only go out to a home if an order was placed.

As you have not yet placed a third order we checked your latest order to determine if this is why someone was out.

I have checked your line again with your eircode and your speed is showing a maximum capability of 7.0 Mb of fibre to the cabinet.

Thanks,
Anna

guideanna

eir: Anna wrote: »

I completely understand your frustration and I do apologise, however, a technician would only go out to a home if an order was placed.

As you have not yet placed a third order we checked your latest order to determine if this is why someone was out.

I have checked your line again with your eircode and your speed is showing a maximum capability of 7.0 Mb of fibre to the cabinet.

Thanks,
Anna

I was told last week by the nice lady i spoke to in sales that there was no point placing an order until my line had been tested since the last test showing was likely based on the incorrect address that the eircode was bringing up on your system.

eir: Anna

Unfortunately, it looks like the test result is yet to come back and this is why you would be receiving this speed. 

I will check this again tomorrow for you and update you.

Again, I do apologise for the inconvenience caused to you.

Thanks,
Anna

guideanna

???

eir: Anna

Apologies for the delay in replying to you.

I have tested your eircode again and I'm afraid you are still eligible for a max speed of 7.0 MB of fibre broadband at this address.

I do apologise for the inconvenience caused to you, unfortunately, it does not look like this will be able to be increased.

Thanks,
Anna

guideanna

How is my line being tested if i don't have a landline?

eir: Anna

Your line is being tested through your eircode and ard key and this is the maximum capability available to your home.

Thanks,
Anna

guideanna

I don't have an ard key number though as my landline was never connected.
My neighbor is getting ftth extreme.

His house/eircode is right beside mine so we'd be working off the same box on the main road.

guideanna

Why can the speed not be increase Anna?

eir: Anna

Each line carries different speeds and fibre is subject to availability.

I understand your neighbour is eligible, however, that would not guarantee the service to your home and I would be unable to comment on another customers installation.

Your ard key is a unique code on our system attached to your premises and this does not require a phone number.

-Anna

guideanna

Fibre is available to me…at 7mbps i'm being told.

But how is this information accurate if i don't have a line currently working?

My neighbours eircode bring ups 100mbs available so ho scan i see about getting my line sped increased or accurately assessed at the very least?

eir: Anna

Hi guideanna,

We have looked into this and unfortunately, the results have come back the same. 

Please be advised that posting on multiple other customer's threads will need to be flagged with Boards as spam.

I apologise that I can't be of better help personally in this case.

-Anna

guideanna

eir: Anna wrote: »

Hi guideanna,

We have looked into this and unfortunately, the results have come back the same. 

Please be advised that posting on multiple other customer's threads will need to be flagged with Boards as spam.

I apologise that I can't be of better help personally in this case.

-Anna

Anna i think you'll fine each post i've made had had different queries and where similar information has been queried or requested it is only because i have not received an answer on other posts OR because the post in question is of interest to me and raises other queries with me.

Apologies if you think i'm trying to SPAM the board. I assure you if i was getting what i felt were clear and informed answers i would not be posting as frequently. 

eir: Anna

I'm sorry you feel this way however, we have advised you of the relevant information on several posts that you have queried on.

-Anna

guideanna

You have indeed however, i am still trying to see if i can find a way to get the order i want placed successfully for the service i want which i know is available in my housing estate…just not to my house for some reason which i am still at a loss of.

I am educating myself through the different posts so as queries come up i will be continuing to ask questions and try to find out as much information as i can. 
I hope this won't put you out but my understanding is that what your posted to do so if i have doubled up on an exact query in different posts i apologize.
 
It's hard keep track myself when i have so many questions as to why the service is being provided to my next door neighbor but not to me. 

eir: Anna

I completely understand guideanna.


Unfortunately, with fibre to the home it is subject to availability and when we amended your eircode as requested, the speeds came back as 7.0 MB as a maximum capability for your home.


Not every customer in a fibre-enabled area is guaranteed this service as each home carries different speeds.


I understand your frustration with this and I have followed up on this being tested again for you.


As soon as I have heard back I will update you.


Thanks,
Anna

guideanna

Thanks Anna.

I don't understand WHY each one carries different speeds though.
Why does my neighbor who is literally 20metres from my house, built at the same time, feeding off the same pole on the main road able to get a better speed than me. It's just not making sense to me?!?

eir: Anna

Unfortunately, this not something we would be able to advise on from here as various factors can affect your speed.

I'm really sorry we couldn't offer you better news. 

Thanks,
Anna

guideanna

Would love to know what these "various factors" are exactly.

eir: Anna

I'm afraid this would not be our area of expertise and would be unable to advise you from here.

-Anna

guideanna

So who would i need to contact? who's expertise it is? how can i get a factual answer?
Who or what decides the speeds per house?

It's just not satisfactory to me that Eir are promising  "over 300,000 additional homes,  that currently only have access to basic broadband, or indeed no broadband at all, will have access to the fastest broadband speeds in Ireland"

So has my house been skipped for this since my neighbour's are now availing of the FTTH 100mbs and i'm left with 7mbs speed.

Surely if Eir were upgrading my area including the 4 other houses in my estate i should/could have been included.

I just don't understand.

ED E

You're mixing things up here. FTTH is 150, 300, 1000Mb. FTTC is 7-100 and "Old" ADSL is 0.5-24Mb.

"My neighbor is getting ftth extreme." So it is FTTH you want.


Without knowing your house:
GPON (FTTH) comes out in runs, think of it like a tree root. 1 becomes 8 becomes 64 or any combination thereof. 
If a route is going out a road and say has 17 "slots" available left and reaches an estate with 20 houses its possible for a few to be left behind.

If OpenEir have:
Found your eircode in eligible
Done a check and found the same

Thats it, you're done. Come back in a  year and they may do fill in works to close down gaps. 

guideanna

ED E wrote: »

You're mixing things up here. FTTH is 150, 300, 1000Mb. FTTC is 7-100 and "Old" ADSL is 0.5-24Mb.

"My neighbor is getting ftth extreme." So it is FTTH you want.


Without knowing your house:
GPON (FTTH) comes out in runs, think of it like a tree root. 1 becomes 8 becomes 64 or any combination thereof. 
If a route is going out a road and say has 17 "slots" available left and reaches an estate with 20 houses its possible for a few to be left behind.

If OpenEir have:
Found your eircode in eligible
Done a check and found the same

Thats it, you're done. Come back in a  year and they may do fill in works to close down gaps. 

Thanks
It is ftth I want.
This line has only been installed on my road recently and went live couple of weeks ago. We had a sales guy call to allthe houses in our cul de sac selling us ftth before it even went live...that's was back in march. Since then I've had problem after problem with Eir and while my neighbours are all getting connected now with speeds of 100mb (possibly more as I think the speed test they ran had a max off 100) I'm being left with a 7mbs...I understand about if the lines weren't going as far as my house but I'm literally metres from my neighbours, they've been connected in the last few weeks, I've been trying to get mine since end of march.

I want to know what's the thinking process behind the selection of houses that are able to avail of the ftth...how come out of 5 houses only my house is not available for high speed...the eir salesman who called to my door started this whole thing...Eir approached me...Eir sold me a service....and since then have been telling me they can't provide it....I want to know why...an exact reason...not a "because we say so".
Why is my house excluded when I've been trying to get the service since before it even went live on my road and yet next door are away in a hack with their tv service and all.

CDSM101

guideanna wrote: »

Thanks
It is ftth I want.
This line has only been installed on my road recently and went live couple of weeks ago. We had a sales guy call to allthe houses in our cul de sac selling us ftth before it even went live...that's was back in march. Since then I've had problem after problem with Eir and while my neighbours are all getting connected now with speeds of 100mb (possibly more as I think the speed test they ran had a max off 100) I'm being left with a 7mbs...I understand about if the lines weren't going as far as my house but I'm literally metres from my neighbours, they've been connected in the last few weeks, I've been trying to get mine since end of march.

I want to know what's the thinking process behind the selection of houses that are able to avail of the ftth...how come out of 5 houses only my house is not available for high speed...the eir salesman who called to my door started this whole thing...Eir approached me...Eir sold me a service....and since then have been telling me they can't provide it....I want to know why...an exact reason...not a "because we say so".
Why is my house excluded when I've been trying to get the service since before it even went live on my road and yet next door are away in a hack with their tv service and all.

I'm in the same boat, so understand your pain. My neighbors who are right beside me are eligible for FTTH, but my house is not. As I understand, OpenEir have already surveyed what Eircodes will be eligible. This I would imagine is based on a number of factors, including limited capacity as ED E has mentioned above. It could be possible that Eir cannot provide the service, because they simply don't have a spare fiber line to run to your house.

eir: Anna

I do apologise guideanna and I completely understand.

A physical survey would need to be required at your home to check the reasons why fibre is not available and unfortunately, this is not a service we provide unless there is a fault which would not be the case.

I'm afraid we don't select which houses are going live and this is currently being rolled across the country. 

Even though you are not eligible at the moment, this does not mean you will never receive the service. Unfortunately, we do not yet have an estimated date as to when this will become available.

-Anna

ED E

guideanna wrote: »

ED E wrote: »

You're mixing things up here. FTTH is 150, 300, 1000Mb. FTTC is 7-100 and "Old" ADSL is 0.5-24Mb.

"My neighbor is getting ftth extreme." So it is FTTH you want.


Without knowing your house:
GPON (FTTH) comes out in runs, think of it like a tree root. 1 becomes 8 becomes 64 or any combination thereof. 
If a route is going out a road and say has 17 "slots" available left and reaches an estate with 20 houses its possible for a few to be left behind.

If OpenEir have:
Found your eircode in eligible
Done a check and found the same

Thats it, you're done. Come back in a  year and they may do fill in works to close down gaps. 

Thanks
It is ftth I want.
This line has only been installed on my road recently and went live couple of weeks ago. We had a sales guy call to allthe houses in our cul de sac selling us ftth before it even went live...that's was back in march. Since then I've had problem after problem with Eir and while my neighbours are all getting connected now with speeds of 100mb (possibly more as I think the speed test they ran had a max off 100) I'm being left with a 7mbs...I understand about if the lines weren't going as far as my house but I'm literally metres from my neighbours, they've been connected in the last few weeks, I've been trying to get mine since end of march.

I want to know what's the thinking process behind the selection of houses that are able to avail of the ftth...how come out of 5 houses only my house is not available for high speed...the eir salesman who called to my door started this whole thing...Eir approached me...Eir sold me a service....and since then have been telling me they can't provide it....I want to know why...an exact reason...not a "because we say so".
Why is my house excluded when I've been trying to get the service since before it even went live on my road and yet next door are away in a hack with their tv service and all.

Read my post again, I've explained it to you. Theres a maximum split on a single optic, if they reach it and have one or two houses left its tough luck. Thats the technical explanation. 

guideanna

ED E wrote: »

guideanna wrote: »

ED E wrote: »

You're mixing things up here. FTTH is 150, 300, 1000Mb. FTTC is 7-100 and "Old" ADSL is 0.5-24Mb.

"My neighbor is getting ftth extreme." So it is FTTH you want.


Without knowing your house:
GPON (FTTH) comes out in runs, think of it like a tree root. 1 becomes 8 becomes 64 or any combination thereof. 
If a route is going out a road and say has 17 "slots" available left and reaches an estate with 20 houses its possible for a few to be left behind.

If OpenEir have:
Found your eircode in eligible
Done a check and found the same

Thats it, you're done. Come back in a  year and they may do fill in works to close down gaps. 

Thanks
It is ftth I want.
This line has only been installed on my road recently and went live couple of weeks ago. We had a sales guy call to allthe houses in our cul de sac selling us ftth before it even went live...that's was back in march. Since then I've had problem after problem with Eir and while my neighbours are all getting connected now with speeds of 100mb (possibly more as I think the speed test they ran had a max off 100) I'm being left with a 7mbs...I understand about if the lines weren't going as far as my house but I'm literally metres from my neighbours, they've been connected in the last few weeks, I've been trying to get mine since end of march.

I want to know what's the thinking process behind the selection of houses that are able to avail of the ftth...how come out of 5 houses only my house is not available for high speed...the eir salesman who called to my door started this whole thing...Eir approached me...Eir sold me a service....and since then have been telling me they can't provide it....I want to know why...an exact reason...not a "because we say so".
Why is my house excluded when I've been trying to get the service since before it even went live on my road and yet next door are away in a hack with their tv service and all.

Read my post again, I've explained it to you. Theres a maximum split on a single optic, if they reach it and have one or two houses left its tough luck. Thats the technical explanation. 

and if you read my post again you'll see that i said i have been trying to avail of the ftth sine before it went live, the week it went live, the week after it went live,etc since then my neighbors have been able to take up the service meaning the service should have been available to me when i went looking for it.

guideanna

Note sure what you mean here Anna,
"I'm afraid we don't select which houses are going live and this is currently being rolled across the country. "


So there is a selection process, who does make it then? Whats it based on?

eir: Anna wrote: »

I do apologise guideanna and I completely understand.

A physical survey would need to be required at your home to check the reasons why fibre is not available and unfortunately, this is not a service we provide unless there is a fault which would not be the case.

I'm afraid we don't select which houses are going live and this is currently being rolled across the country. 

Even though you are not eligible at the moment, this does not mean you will never receive the service. Unfortunately, we do not yet have an estimated date as to when this will become available.

-Anna

eir: Anna

As previously advised we do not select the houses that are eligible.

-Anna

guideanna

Got that thanks.

do you know who does then?

eir: Anna

There is no one that would decide this.

The rollout plan is nationwide and will hopefully soon be live across the country.

-Anna

guideanna

I find this a very unsatisfactory answer Anna.

I've been trying to get FTTH since before my next door neighbor and was told i couldn't, then they were able to get it no issue.
I see no logical explanation for this and being told the service will "hopefully" be available to me "soon", is a total cop out on Eir's part.

When an Eir salesman called to my house and sold me the FTTH service he assured me i would be getting speeds of up to 150mbs, the tv service, the best available….what an utter joke that turned out to be.

eir: Anna

I understand that and I do apologise, however, we cannot guarantee this service to any of our customers.

The eircode you had given, on our system, was testing for FTTH and this is why you were signed up to the service.

When you requested for this to be updated on our system, this was processed and your eircode is now not eligible for FTTH.

Thanks,
Anna

ED E

guideanna wrote: »

ED E wrote: »

guideanna wrote: »

ED E wrote: »

You're mixing things up here. FTTH is 150, 300, 1000Mb. FTTC is 7-100 and "Old" ADSL is 0.5-24Mb.

"My neighbor is getting ftth extreme." So it is FTTH you want.


Without knowing your house:
GPON (FTTH) comes out in runs, think of it like a tree root. 1 becomes 8 becomes 64 or any combination thereof. 
If a route is going out a road and say has 17 "slots" available left and reaches an estate with 20 houses its possible for a few to be left behind.

If OpenEir have:
Found your eircode in eligible
Done a check and found the same

Thats it, you're done. Come back in a  year and they may do fill in works to close down gaps. 

Thanks
It is ftth I want.
This line has only been installed on my road recently and went live couple of weeks ago. We had a sales guy call to allthe houses in our cul de sac selling us ftth before it even went live...that's was back in march. Since then I've had problem after problem with Eir and while my neighbours are all getting connected now with speeds of 100mb (possibly more as I think the speed test they ran had a max off 100) I'm being left with a 7mbs...I understand about if the lines weren't going as far as my house but I'm literally metres from my neighbours, they've been connected in the last few weeks, I've been trying to get mine since end of march.

I want to know what's the thinking process behind the selection of houses that are able to avail of the ftth...how come out of 5 houses only my house is not available for high speed...the eir salesman who called to my door started this whole thing...Eir approached me...Eir sold me a service....and since then have been telling me they can't provide it....I want to know why...an exact reason...not a "because we say so".
Why is my house excluded when I've been trying to get the service since before it even went live on my road and yet next door are away in a hack with their tv service and all.

Read my post again, I've explained it to you. Theres a maximum split on a single optic, if they reach it and have one or two houses left its tough luck. Thats the technical explanation. 

and if you read my post again you'll see that i said i have been trying to avail of the ftth sine before it went live, the week it went live, the week after it went live,etc since then my neighbors have been able to take up the service meaning the service should have been available to me when i went looking for it.

It was decided before ANYONE ordered.

The supervising technician in the team that wired up the area entered the eircodes that they could cover. When he runs out of slots he stops entering eircodes. He ran out before reaching you.

guideanna

Now if this doesn't take the biscuit!!!

So I was scheduled for engineer to come out to me today to connect me to the crappie 7mbs because I KNOW there is better speed available to me but I said go ahead and let's just get connected and then we'll see what speed I'm getting...:low and behold...engineer from KN has just called me to say I should be connecting to ftth no fttc.
He's going to send back the message to Eir and I presume I'm now going to be looking at place a FOURTH order with Eir!!!!!
Can ANYONE in Eir provide me with a broadband service of any kind, anytime this century would be fabulous...22nd of march my first order was placed...this is my third order gone wrong!! All Eir issues nothing to do with me!!!
How is this company getting away with this??

eir: Anna

Hi guideanna,


I am truly sorry about this.


Can you please PM me your new account number and I will look into this for you?


Thanks,
Anna

guideanna

Is ther and update on this Anna,
I did miss calls yesterday from Eir.

guideanna

I'll do own update...more as a matter of record for myself and the verrrry long complaints letter from intend to send about this entire fiasco, and possibly for anyone who finds them self dealing with the same pile of horse manure that Eir have been feeding me since day1!!


So, the "connect" dept has now put in a request for another engineer visit to "sort this out for me once and for all" wholesale have also been informed...again....and will be "doing some things on their end",(scratching their arses would be my guess)

Sorry but this is all pile of crap to me and basically what i have to do is now wait ANOTHER week for ANOTHER installation date.

I'll be two months into the order process with Eir next week without as much as anyone even calling to my house try to connect me! God forbid if we ever get that far what problem will arise...I shudder to think!

Looking forward to next weeks order being cancelled on me already!!!

eir: Leanne

Hi guideanna, 

Unfortunately, your line test has not come back as of yet, however, myself or Anna will get in touch with you when it has come back. I do apologise for any inconvenience caused. 

Thanks,
Leanne.

guideanna

eir: Leanne wrote: »

Hi guideanna, 

Unfortunately, your line test has not come back as of yet, however, myself or Anna will get in touch with you when it has come back. I do apologise for any inconvenience caused. 

Thanks,
Leanne.

What makes anyone think this line test is going to give you different results than the line test done 2 weeks ago....were starting to go around in circles now.
your "test" 2 weeks ago said 7mbs fibre...engineer said no, ftth...who's right who's wrong...how do we find out and whyyyyyyyyyyyyy am I STILL having to chase Eir every Micro detail of the way on this!!!!!!!