Waited months, work not done when said, no communication, no update

rat_race

Hi Eircom,

We (a new estate with 40+ people) have been waiting months (some over a year) for the estate to be wired up for Fibre (currently there is no connectivity). During my last communication with Eir, months ago, when I was signing up for Fibre, I was told the works would be done on or before the 12th of December (or maybe it was the 2nd). This was after much previous confusion/misinformation/engineers showing up without being able to complete their works, etc., so I was glad Eir acknowledged things and gave a final date.

However, I have received no communication since. I am unable to get an update when calling in (keep being transferred and the call ends itself after a certain amount of minutes).

All I know is, I personally should have wired broadband by the end of tomorrow, 12th December.

My account number is: <removed>

Can you please give me an update, thanks.



Cheers,
Cormac

rat_race

Could I please get a response to this? Thank you.

eir: Adam

rat_race wrote: »

Hi Eircom,

We (a new estate with 40+ people) have been waiting months (some over a year) for the estate to be wired up for Fibre (currently there is no connectivity). During my last communication with Eir, months ago, when I was signing up for Fibre, I was told the works would be done on or before the 12th of December (or maybe it was the 2nd). This was after much previous confusion/misinformation/engineers showing up without being able to complete their works, etc., so I was glad Eir acknowledged things and gave a final date.

However, I have received no communication since. I am unable to get an update when calling in (keep being transferred and the call ends itself after a certain amount of minutes).

All I know is, I personally should have wired broadband by the end of tomorrow, 12th December.

My account number is: <removed>

Can you please give me an update, thanks.



Cheers,
Cormac

Hi Cormac,

Can you send me this information in a PM, please? Your account number will automatically be removed from public view for data protection reasons.

- Adam

rat_race

Adam -- I have sent you several PMs on this, but still received no response. Can you or someone please take action on it? I am waiting 1 month for an answer and the work is now over 1 month late.


Thanks,
Cormac

rat_race

Have been on calls, Eir chat all day. Still cannot get through to anyone that will give me any useful information. Please prioritize this.

eir: Tracey

rat_race wrote: »

Adam -- I have sent you several PMs on this, but still received no response. Can you or someone please take action on it? I am waiting 1 month for an answer and the work is now over 1 month late.


Thanks,
Cormac

Hi rat_race, 

Apologies for the delays in getting back to you, I'm afraid Adam is no longer with us. 

I've requested for your account details to be removed as they are public. 

I've checked your account and can see that your order is awaiting a contractor, the technician was out on the 17/10 and carried out a site survey which determined that you require a new development as there is no eir plant in place.  The forecast date for this work to be done is the 18/02, however, this is not a guaranteed date and can change, unfortunately. 

Apologies for the delays incurred. 

Thanks 

Tracey 

onlinepal100

I feel your pain.

Just this afternoon I had to cancel a fibre connection for which I signed up on 18 November. Should have been an easy job! 

rat_race

eir: Tracey wrote: »

rat_race wrote: »

Adam -- I have sent you several PMs on this, but still received no response. Can you or someone please take action on it? I am waiting 1 month for an answer and the work is now over 1 month late.


Thanks,
Cormac

Hi rat_race, 

Apologies for the delays in getting back to you, I'm afraid Adam is no longer with us. 

I've requested for your account details to be removed as they are public. 

I've checked your account and can see that your order is awaiting a contractor, the technician was out on the 17/10 and carried out a site survey which determined that you require a new development as there is no eir plant in place.  The forecast date for this work to be done is the 18/02, however, this is not a guaranteed date and can change, unfortunately. 

Apologies for the delays incurred. 

Thanks 

Tracey 

Hi Tracey,

Thank you for some details.

The date was supposed to be around 3-4 months ago, and then 18th of December. We even just got leaflets to say "fibre is now in your area!", etc.

If the dates can be moved so easily, without any notice or update at all, what's the point in giving them? I was told be several reps, months ago, this would be sorted within weeks. There are around 40 people in this new estate, all without broadband, it is madness.



Regards,
Cormac

eir: Tracey

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

Adam -- I have sent you several PMs on this, but still received no response. Can you or someone please take action on it? I am waiting 1 month for an answer and the work is now over 1 month late.


Thanks,
Cormac

Hi rat_race, 

Apologies for the delays in getting back to you, I'm afraid Adam is no longer with us. 

I've requested for your account details to be removed as they are public. 

I've checked your account and can see that your order is awaiting a contractor, the technician was out on the 17/10 and carried out a site survey which determined that you require a new development as there is no eir plant in place.  The forecast date for this work to be done is the 18/02, however, this is not a guaranteed date and can change, unfortunately. 

Apologies for the delays incurred. 

Thanks 

Tracey 

Hi Tracey,

Thank you for some details.

The date was supposed to be around 3-4 months ago, and then 18th of December. We even just got leaflets to say "fibre is now in your area!", etc.

If the dates can be moved so easily, without any notice or update at all, what's the point in giving them? I was told be several reps, months ago, this would be sorted within weeks. There are around 40 people in this new estate, all without broadband, it is madness.



Regards,
Cormac

I understand your frustrations here. 

The dates in place are forecast dates and are never guaranteed I'm afraid as we are unable to do so due to the amount of work required. A new eir plant has to be planned and organised and this can take some time, unfortunately.

I'm sorry it's not better. 

Thanks

Tracey 

rat_race

eir: Tracey wrote: »

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

Adam -- I have sent you several PMs on this, but still received no response. Can you or someone please take action on it? I am waiting 1 month for an answer and the work is now over 1 month late.


Thanks,
Cormac

Hi rat_race, 

Apologies for the delays in getting back to you, I'm afraid Adam is no longer with us. 

I've requested for your account details to be removed as they are public. 

I've checked your account and can see that your order is awaiting a contractor, the technician was out on the 17/10 and carried out a site survey which determined that you require a new development as there is no eir plant in place.  The forecast date for this work to be done is the 18/02, however, this is not a guaranteed date and can change, unfortunately. 

Apologies for the delays incurred. 

Thanks 

Tracey 

Hi Tracey,

Thank you for some details.

The date was supposed to be around 3-4 months ago, and then 18th of December. We even just got leaflets to say "fibre is now in your area!", etc.

If the dates can be moved so easily, without any notice or update at all, what's the point in giving them? I was told be several reps, months ago, this would be sorted within weeks. There are around 40 people in this new estate, all without broadband, it is madness.



Regards,
Cormac

I understand your frustrations here. 

The dates in place are forecast dates and are never guaranteed I'm afraid as we are unable to do so due to the amount of work required. A new eir plant has to be planned and organised and this can take some time, unfortunately.

I'm sorry it's not better. 

Thanks

Tracey 

Hi Tracey,

Thank you, and I understand you position. However, there is Fiber available all over the whole area, bar here. There is a "cabinet" (or maybe plant as you call it) literally about 15 meters from the entrance of the estate. KN Group vans have been out here several times, done various bits of work.


I have Eir wireless bb. My problem is, my IP keeps changing. This causes me considerable problems with work related tasks. Is there a way you can make my IP static? That would alleviate my problem hugely.



Cheers,
Cormac

eir: Tracey

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

Adam -- I have sent you several PMs on this, but still received no response. Can you or someone please take action on it? I am waiting 1 month for an answer and the work is now over 1 month late.


Thanks,
Cormac

Hi rat_race, 

Apologies for the delays in getting back to you, I'm afraid Adam is no longer with us. 

I've requested for your account details to be removed as they are public. 

I've checked your account and can see that your order is awaiting a contractor, the technician was out on the 17/10 and carried out a site survey which determined that you require a new development as there is no eir plant in place.  The forecast date for this work to be done is the 18/02, however, this is not a guaranteed date and can change, unfortunately. 

Apologies for the delays incurred. 

Thanks 

Tracey 

Hi Tracey,

Thank you for some details.

The date was supposed to be around 3-4 months ago, and then 18th of December. We even just got leaflets to say "fibre is now in your area!", etc.

If the dates can be moved so easily, without any notice or update at all, what's the point in giving them? I was told be several reps, months ago, this would be sorted within weeks. There are around 40 people in this new estate, all without broadband, it is madness.



Regards,
Cormac

I understand your frustrations here. 

The dates in place are forecast dates and are never guaranteed I'm afraid as we are unable to do so due to the amount of work required. A new eir plant has to be planned and organised and this can take some time, unfortunately.

I'm sorry it's not better. 

Thanks

Tracey 

Hi Tracey,

Thank you, and I understand you position. However, there is Fiber available all over the whole area, bar here. There is a "cabinet" (or maybe plant as you call it) literally about 15 meters from the entrance of the estate. KN Group vans have been out here several times, done various bits of work.


I have Eir wireless bb. My problem is, my IP keeps changing. This causes me considerable problems with work related tasks. Is there a way you can make my IP static? That would alleviate my problem hugely.



Cheers,
Cormac

The line connection would need to go ahead and become live before we can give accurate test results for the eFibre service, we are unable to test an inactive line so we are unable to guarantee you the service I'm afraid. The service is subject to availability and individuals to each address. Not all customers can avail of it, unfortunately. 

The eirnet team on 1800 203 204 will be able to arrange a static IP address for you and this should resolve this issue for you. 

Thanks 

Tracey 

rat_race

eir: Tracey wrote: »

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

Adam -- I have sent you several PMs on this, but still received no response. Can you or someone please take action on it? I am waiting 1 month for an answer and the work is now over 1 month late.


Thanks,
Cormac

Hi rat_race, 

Apologies for the delays in getting back to you, I'm afraid Adam is no longer with us. 

I've requested for your account details to be removed as they are public. 

I've checked your account and can see that your order is awaiting a contractor, the technician was out on the 17/10 and carried out a site survey which determined that you require a new development as there is no eir plant in place.  The forecast date for this work to be done is the 18/02, however, this is not a guaranteed date and can change, unfortunately. 

Apologies for the delays incurred. 

Thanks 

Tracey 

Hi Tracey,

Thank you for some details.

The date was supposed to be around 3-4 months ago, and then 18th of December. We even just got leaflets to say "fibre is now in your area!", etc.

If the dates can be moved so easily, without any notice or update at all, what's the point in giving them? I was told be several reps, months ago, this would be sorted within weeks. There are around 40 people in this new estate, all without broadband, it is madness.



Regards,
Cormac

I understand your frustrations here. 

The dates in place are forecast dates and are never guaranteed I'm afraid as we are unable to do so due to the amount of work required. A new eir plant has to be planned and organised and this can take some time, unfortunately.

I'm sorry it's not better. 

Thanks

Tracey 

Hi Tracey,

Thank you, and I understand you position. However, there is Fiber available all over the whole area, bar here. There is a "cabinet" (or maybe plant as you call it) literally about 15 meters from the entrance of the estate. KN Group vans have been out here several times, done various bits of work.


I have Eir wireless bb. My problem is, my IP keeps changing. This causes me considerable problems with work related tasks. Is there a way you can make my IP static? That would alleviate my problem hugely.



Cheers,
Cormac

The line connection would need to go ahead and become live before we can give accurate test results for the eFibre service, we are unable to test an inactive line so we are unable to guarantee you the service I'm afraid. The service is subject to availability and individuals to each address. Not all customers can avail of it, unfortunately. 

The eirnet team on 1800 203 204 will be able to arrange a static IP address for you and this should resolve this issue for you. 

Thanks 

Tracey 

Hi Tracey, 

Unfortunately, a static IP cannot be provided on mobile broadband.



Regards,
Cormac

eir: Tracey

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

Adam -- I have sent you several PMs on this, but still received no response. Can you or someone please take action on it? I am waiting 1 month for an answer and the work is now over 1 month late.


Thanks,
Cormac

Hi rat_race, 

Apologies for the delays in getting back to you, I'm afraid Adam is no longer with us. 

I've requested for your account details to be removed as they are public. 

I've checked your account and can see that your order is awaiting a contractor, the technician was out on the 17/10 and carried out a site survey which determined that you require a new development as there is no eir plant in place.  The forecast date for this work to be done is the 18/02, however, this is not a guaranteed date and can change, unfortunately. 

Apologies for the delays incurred. 

Thanks 

Tracey 

Hi Tracey,

Thank you for some details.

The date was supposed to be around 3-4 months ago, and then 18th of December. We even just got leaflets to say "fibre is now in your area!", etc.

If the dates can be moved so easily, without any notice or update at all, what's the point in giving them? I was told be several reps, months ago, this would be sorted within weeks. There are around 40 people in this new estate, all without broadband, it is madness.



Regards,
Cormac

I understand your frustrations here. 

The dates in place are forecast dates and are never guaranteed I'm afraid as we are unable to do so due to the amount of work required. A new eir plant has to be planned and organised and this can take some time, unfortunately.

I'm sorry it's not better. 

Thanks

Tracey 

Hi Tracey,

Thank you, and I understand you position. However, there is Fiber available all over the whole area, bar here. There is a "cabinet" (or maybe plant as you call it) literally about 15 meters from the entrance of the estate. KN Group vans have been out here several times, done various bits of work.


I have Eir wireless bb. My problem is, my IP keeps changing. This causes me considerable problems with work related tasks. Is there a way you can make my IP static? That would alleviate my problem hugely.



Cheers,
Cormac

The line connection would need to go ahead and become live before we can give accurate test results for the eFibre service, we are unable to test an inactive line so we are unable to guarantee you the service I'm afraid. The service is subject to availability and individuals to each address. Not all customers can avail of it, unfortunately. 

The eirnet team on 1800 203 204 will be able to arrange a static IP address for you and this should resolve this issue for you. 

Thanks 

Tracey 

Hi Tracey, 

Unfortunately, a static IP cannot be provided on mobile broadband.



Regards,
Cormac

I'm sorry to hear this Cormac, I'm sorry it's not better news. 

Thanks 

Tracey

rat_race

So I got e-mails, texts, and calls from Eir last week, about an installation date on Feb 22nd (great, I thought). On the first call I received, I asked the girl to double check that the work has in fact been done on the estate, as I do not have anymore bandwidth for wasted time or misinformation from Eir. She assured me it was (something on her computer told her so), and that everything was good to go ahead.

On the 21st, KN engineers failed to do any installations on my neighbors' houses (i.e., people who were also told the same story), because...wait for it...the work was not done. There are no wires in the estate yet. Well, there was a Fibre cable, but not even turned on. Besides, we are all getting copper from the cabinet, not Fibre into the home: so we need the copper wires brought it.

I called Eir that same day and again asked a rep to double check all the work was done for myself, and that this will not be another unnecessary day off work for me -- he put me on hold, called someone, and assured me the work was done/complete, and that a survey was done on the 9th of February, confirming everything is good. He didn't seem to find it odd that KN couldn't do installations, nor was he willing to look into it any further. Someone's computer said the work was done, after all.

As usual, on the 22nd, the KN guy called me and said "Look, there's no lines there but I can call over anyway and show you...". He calls over. Lifts up the manhole cover. Same old story. Can you believe that? Who signs off on a survey saying something exists, when it does not exist -- and organises a bunch of installations (calls, emails, texts), and then nothing happens, no information, no explanation.

Eir, how can you be so broken?

So then, I spent almost two hours on the phone on Thursday to a very helpful rep, who himself was struggling to get answers, but in the end it was ultimately fruitless. Neither of us can get any useful information. He said he'd call back on Friday, but didn't. Though, he sincerely tried and I suspect he might get back to me next week -- but I cannot count on it. 


Overall, I have wasted hours on phone calls, web chats, and lost thousands due to taking days off work.

I would like this issue escalated, and to receive some accurate realistic truthful information, from Eir. Please act on this message with urgency.

eir: Tracey

rat_race wrote: »

So I got e-mails, texts, and calls from Eir last week, about an installation date on Feb 22nd (great, I thought). On the first call I received, I asked the girl to double check that the work has in fact been done on the estate, as I do not have anymore bandwidth for wasted time or misinformation from Eir. She assured me it was (something on her computer told her so), and that everything was good to go ahead.

On the 21st, KN engineers failed to do any installations on my neighbors' houses (i.e., people who were also told the same story), because...wait for it...the work was not done. There are no wires in the estate yet. Well, there was a Fibre cable, but not even turned on. Besides, we are all getting copper from the cabinet, not Fibre into the home: so we need the copper wires brought it.

I called Eir that same day and again asked a rep to double check all the work was done for myself, and that this will not be another unnecessary day off work for me -- he put me on hold, called someone, and assured me the work was done/complete, and that a survey was done on the 9th of February, confirming everything is good. He didn't seem to find it odd that KN couldn't do installations, nor was he willing to look into it any further. Someone's computer said the work was done, after all.

As usual, on the 22nd, the KN guy called me and said "Look, there's no lines there but I can call over anyway and show you...". He calls over. Lifts up the manhole cover. Same old story. Can you believe that? Who signs off on a survey saying something exists, when it does not exist -- and organises a bunch of installations (calls, emails, texts), and then nothing happens, no information, no explanation.

Eir, how can you be so broken?

So then, I spent almost two hours on the phone on Thursday to a very helpful rep, who himself was struggling to get answers, but in the end it was ultimately fruitless. Neither of us can get any useful information. He said he'd call back on Friday, but didn't. Though, he sincerely tried and I suspect he might get back to me next week -- but I cannot count on it. 


Overall, I have wasted hours on phone calls, web chats, and lost thousands due to taking days off work.

I would like this issue escalated, and to receive some accurate realistic truthful information, from Eir. Please act on this message with urgency.

Hi Cormac, 

I'm very sorry to hear about the ongoing issues you are having with your order, I understand this is frustrating. 

I'm afraid as your account details have been removed from the post I no longer have this. Feel free to PM me this and I'll look into this for you. 

Thanks 

Tracey  

rat_race

eir: Tracey wrote: »

rat_race wrote: »

So I got e-mails, texts, and calls from Eir last week, about an installation date on Feb 22nd (great, I thought). On the first call I received, I asked the girl to double check that the work has in fact been done on the estate, as I do not have anymore bandwidth for wasted time or misinformation from Eir. She assured me it was (something on her computer told her so), and that everything was good to go ahead.

On the 21st, KN engineers failed to do any installations on my neighbors' houses (i.e., people who were also told the same story), because...wait for it...the work was not done. There are no wires in the estate yet. Well, there was a Fibre cable, but not even turned on. Besides, we are all getting copper from the cabinet, not Fibre into the home: so we need the copper wires brought it.

I called Eir that same day and again asked a rep to double check all the work was done for myself, and that this will not be another unnecessary day off work for me -- he put me on hold, called someone, and assured me the work was done/complete, and that a survey was done on the 9th of February, confirming everything is good. He didn't seem to find it odd that KN couldn't do installations, nor was he willing to look into it any further. Someone's computer said the work was done, after all.

As usual, on the 22nd, the KN guy called me and said "Look, there's no lines there but I can call over anyway and show you...". He calls over. Lifts up the manhole cover. Same old story. Can you believe that? Who signs off on a survey saying something exists, when it does not exist -- and organises a bunch of installations (calls, emails, texts), and then nothing happens, no information, no explanation.

Eir, how can you be so broken?

So then, I spent almost two hours on the phone on Thursday to a very helpful rep, who himself was struggling to get answers, but in the end it was ultimately fruitless. Neither of us can get any useful information. He said he'd call back on Friday, but didn't. Though, he sincerely tried and I suspect he might get back to me next week -- but I cannot count on it. 


Overall, I have wasted hours on phone calls, web chats, and lost thousands due to taking days off work.

I would like this issue escalated, and to receive some accurate realistic truthful information, from Eir. Please act on this message with urgency.

Hi Cormac, 

I'm very sorry to hear about the ongoing issues you are having with your order, I understand this is frustrating. 

I'm afraid as your account details have been removed from the post I no longer have this. Feel free to PM me this and I'll look into this for you. 

Thanks 

Tracey  

Thanks Tracey -- I just sent you a PM with my a/c details. I would be very grateful if you could try to understand what keeps going wrong, why the information is so wrong (i.e., I'm not looking for a new "installation date" -- as that will be the 5th, and fruitless again).

eir: Tracey

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

So I got e-mails, texts, and calls from Eir last week, about an installation date on Feb 22nd (great, I thought). On the first call I received, I asked the girl to double check that the work has in fact been done on the estate, as I do not have anymore bandwidth for wasted time or misinformation from Eir. She assured me it was (something on her computer told her so), and that everything was good to go ahead.

On the 21st, KN engineers failed to do any installations on my neighbors' houses (i.e., people who were also told the same story), because...wait for it...the work was not done. There are no wires in the estate yet. Well, there was a Fibre cable, but not even turned on. Besides, we are all getting copper from the cabinet, not Fibre into the home: so we need the copper wires brought it.

I called Eir that same day and again asked a rep to double check all the work was done for myself, and that this will not be another unnecessary day off work for me -- he put me on hold, called someone, and assured me the work was done/complete, and that a survey was done on the 9th of February, confirming everything is good. He didn't seem to find it odd that KN couldn't do installations, nor was he willing to look into it any further. Someone's computer said the work was done, after all.

As usual, on the 22nd, the KN guy called me and said "Look, there's no lines there but I can call over anyway and show you...". He calls over. Lifts up the manhole cover. Same old story. Can you believe that? Who signs off on a survey saying something exists, when it does not exist -- and organises a bunch of installations (calls, emails, texts), and then nothing happens, no information, no explanation.

Eir, how can you be so broken?

So then, I spent almost two hours on the phone on Thursday to a very helpful rep, who himself was struggling to get answers, but in the end it was ultimately fruitless. Neither of us can get any useful information. He said he'd call back on Friday, but didn't. Though, he sincerely tried and I suspect he might get back to me next week -- but I cannot count on it. 


Overall, I have wasted hours on phone calls, web chats, and lost thousands due to taking days off work.

I would like this issue escalated, and to receive some accurate realistic truthful information, from Eir. Please act on this message with urgency.

Hi Cormac, 

I'm very sorry to hear about the ongoing issues you are having with your order, I understand this is frustrating. 

I'm afraid as your account details have been removed from the post I no longer have this. Feel free to PM me this and I'll look into this for you. 

Thanks 

Tracey  

Thanks Tracey -- I just sent you a PM with my a/c details. I would be very grateful if you could try to understand what keeps going wrong, why the information is so wrong (i.e., I'm not looking for a new "installation date" -- as that will be the 5th, and fruitless again).

No problem at all. 

I'll come back to your PM soon. 

Thanks 

Tracey 

rat_race

Tracey, thanks for coming back to me via PM. But all you gave me is exactly what I said didn't want, another Eir employee saying "the work is done, call this number to arrange an installation date".

The work has NOT been completed, as every KN engineer who has visited here lately will tell you. Whatever system/person/survey suggests the work has been done, is incorrect, and is wasting everybody's time and money. Your "Wholesale" department, is wrong and they need to understand that.

So I am again, asking you to escalate this and stop taking their word for it. Someone needs to take ownership to get the ball rolling. Tell them to call Open Eir and asked for themselves. Tell them to ask themselves the question "hmm, if the work has been done, why was there 15 failed installations last week and still no wired customers?", and see if a light bulb goes off.

This has been going on for five months, with myself, and much longer with others.

I received calls again this morning about arranging another installation date...it's crazy.

I get it that some computer system says it's "done". But it is not, plain and simple. Look up my address, lookup all my neighbors. Not one of us has a wired internet connection, yet there's been dozens of "installs" lately (all failed). And many more are being organised for people (another neighbor is this Friday -- a waste of his day).

I have again had 3 or 4 Eir employees tell me in the last few days over the phone, that the work has been completed. One (whom I mentioned in my earlier post, made an effort and verified that some wires were crossed, mistakes were made, but I've never heard from him since on a solution).

The work is simply not done -- and this is why I need someone to go off script and get upper management to take notice. Stop taking Wholesale's or operations' word for it, and stop following the script. This isn't your typical case. I tried to articulate that already to avoid this nonsense again. You or someone needs to tell Wholesale to escalate & investigate. Call Open Eir...they will tell you that their engineers confirm there are no services here (I just did it myself -- it isn't hard).

So again, I really need someone to stop trying to arrange an installation date and instead hear what I am saying, and look into this issue for me, and to stop simply trying to close the case. 

I have done everything I should, contacted Eir well over 30 times, used boards.ie, webchat (the most useless of them all), e-mails, phones. I have been very clear that I do not need an installation date, it isn't the problem. I cannot make it any clearer. I am contacting the company Eir, providing them, repeatedly, with the adequate information, and they are not understanding the detail and following common sense.

Please respond to this with urgency, but not with a "I called department xyz and they said it's all good to go, call this number for an installation date"; that is exactly what we don't need for the 30th time. It's just making the problem worse.

eir: Tracey

rat_race wrote: »

Tracey, thanks for coming back to me via PM. But all you gave me is exactly what I said didn't want, another Eir employee saying "the work is done, call this number to arrange an installation date".

The work has NOT been completed, as every KN engineer who has visited here lately will tell you. Whatever system/person/survey suggests the work has been done, is incorrect, and is wasting everybody's time and money. Your "Wholesale" department, is wrong and they need to understand that.

So I am again, asking you to escalate this and stop taking their word for it.  Someone needs to take ownership to get the ball rolling. Tell them to call Open Eir and asked for themselves. Tell them to ask themselves the question "hmm, if the work has been done, why was there 15 failed installations last week and still no wired customers?", and see if a light bulb goes off.

This has been going on for five months, with myself, and much longer with others.

I received calls again this morning about arranging another installation date...it's crazy.

I get it that some computer system says it's "done". But it is not, plain and simple. Look up my address, lookup all my neighbors. Not one of us has a wired internet connection, yet there's been dozens of "installs" lately (all failed). And many more are being organised for people (another neighbor is this Friday -- a waste of his day).

I have again had 3 or 4 Eir employees tell me in the last few days over the phone, that the work has been completed. One (whom I mentioned in my earlier post, made an effort and verified that some wires were crossed, mistakes were made, but I've never heard from him since on a solution).

The work is simply not done -- and this is why I need someone to go off script and get upper management to take notice. Stop taking Wholesale's or operations' word for it, and stop following the script. This isn't your typical case. I tried to articulate that already to avoid this nonsense again. You or someone needs to tell Wholesale to escalate & investigate. Call Open Eir...they will tell you that their engineers confirm there are no services here (I just did it myself -- it isn't hard).

So again, I really need someone to stop trying to arrange an installation date and instead hear what I am saying, and look into this issue for me, and to stop simply trying to close the case. 

I have done everything I should, contacted Eir well over 30 times, used boards.ie, webchat (the most useless of them all), e-mails, phones. I have been very clear that I do not need an installation date, it isn't the problem. I cannot make it any clearer. I am contacting the company Eir, providing them, repeatedly, with the adequate information, and they are not understanding the detail and following common sense.

Please respond to this with urgency, but not with a "I called department xyz and they said it's all good to go, call this number for an installation date"; that is exactly what we don't need for the 30th time. It's just making the problem worse.

I completely understand your frustration here, apologies for all inconvenience caused. 

I've responded to your PM there now. 

Thanks 

Tracey 

rat_race

eir: Tracey wrote: »

rat_race wrote: »

Tracey, thanks for coming back to me via PM. But all you gave me is exactly what I said didn't want, another Eir employee saying "the work is done, call this number to arrange an installation date".

The work has NOT been completed, as every KN engineer who has visited here lately will tell you. Whatever system/person/survey suggests the work has been done, is incorrect, and is wasting everybody's time and money. Your "Wholesale" department, is wrong and they need to understand that.

So I am again, asking you to escalate this and stop taking their word for it.  Someone needs to take ownership to get the ball rolling. Tell them to call Open Eir and asked for themselves. Tell them to ask themselves the question "hmm, if the work has been done, why was there 15 failed installations last week and still no wired customers?", and see if a light bulb goes off.

This has been going on for five months, with myself, and much longer with others.

I received calls again this morning about arranging another installation date...it's crazy.

I get it that some computer system says it's "done". But it is not, plain and simple. Look up my address, lookup all my neighbors. Not one of us has a wired internet connection, yet there's been dozens of "installs" lately (all failed). And many more are being organised for people (another neighbor is this Friday -- a waste of his day).

I have again had 3 or 4 Eir employees tell me in the last few days over the phone, that the work has been completed. One (whom I mentioned in my earlier post, made an effort and verified that some wires were crossed, mistakes were made, but I've never heard from him since on a solution).

The work is simply not done -- and this is why I need someone to go off script and get upper management to take notice. Stop taking Wholesale's or operations' word for it, and stop following the script. This isn't your typical case. I tried to articulate that already to avoid this nonsense again. You or someone needs to tell Wholesale to escalate & investigate. Call Open Eir...they will tell you that their engineers confirm there are no services here (I just did it myself -- it isn't hard).

So again, I really need someone to stop trying to arrange an installation date and instead hear what I am saying, and look into this issue for me, and to stop simply trying to close the case. 

I have done everything I should, contacted Eir well over 30 times, used boards.ie, webchat (the most useless of them all), e-mails, phones. I have been very clear that I do not need an installation date, it isn't the problem. I cannot make it any clearer. I am contacting the company Eir, providing them, repeatedly, with the adequate information, and they are not understanding the detail and following common sense.

Please respond to this with urgency, but not with a "I called department xyz and they said it's all good to go, call this number for an installation date"; that is exactly what we don't need for the 30th time. It's just making the problem worse.

I completely understand your frustration here, apologies for all inconvenience caused. 

I've responded to your PM there now. 

Thanks 

Tracey 

Thank you, Tracey. I know you yourselves can find it very difficult to get answers from different departments (I have friends who work in Eir). So I understand it isn't straightforward for you, either. 


Cheers,
rat_race

eir: Tracey

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

Tracey, thanks for coming back to me via PM. But all you gave me is exactly what I said didn't want, another Eir employee saying "the work is done, call this number to arrange an installation date".

The work has NOT been completed, as every KN engineer who has visited here lately will tell you. Whatever system/person/survey suggests the work has been done, is incorrect, and is wasting everybody's time and money. Your "Wholesale" department, is wrong and they need to understand that.

So I am again, asking you to escalate this and stop taking their word for it.  Someone needs to take ownership to get the ball rolling. Tell them to call Open Eir and asked for themselves. Tell them to ask themselves the question "hmm, if the work has been done, why was there 15 failed installations last week and still no wired customers?", and see if a light bulb goes off.

This has been going on for five months, with myself, and much longer with others.

I received calls again this morning about arranging another installation date...it's crazy.

I get it that some computer system says it's "done". But it is not, plain and simple. Look up my address, lookup all my neighbors. Not one of us has a wired internet connection, yet there's been dozens of "installs" lately (all failed). And many more are being organised for people (another neighbor is this Friday -- a waste of his day).

I have again had 3 or 4 Eir employees tell me in the last few days over the phone, that the work has been completed. One (whom I mentioned in my earlier post, made an effort and verified that some wires were crossed, mistakes were made, but I've never heard from him since on a solution).

The work is simply not done -- and this is why I need someone to go off script and get upper management to take notice. Stop taking Wholesale's or operations' word for it, and stop following the script. This isn't your typical case. I tried to articulate that already to avoid this nonsense again. You or someone needs to tell Wholesale to escalate & investigate. Call Open Eir...they will tell you that their engineers confirm there are no services here (I just did it myself -- it isn't hard).

So again, I really need someone to stop trying to arrange an installation date and instead hear what I am saying, and look into this issue for me, and to stop simply trying to close the case. 

I have done everything I should, contacted Eir well over 30 times, used boards.ie, webchat (the most useless of them all), e-mails, phones. I have been very clear that I do not need an installation date, it isn't the problem. I cannot make it any clearer. I am contacting the company Eir, providing them, repeatedly, with the adequate information, and they are not understanding the detail and following common sense.

Please respond to this with urgency, but not with a "I called department xyz and they said it's all good to go, call this number for an installation date"; that is exactly what we don't need for the 30th time. It's just making the problem worse.

I completely understand your frustration here, apologies for all inconvenience caused. 

I've responded to your PM there now. 

Thanks 

Tracey 

Thank you, Tracey. I know you yourselves can find it very difficult to get answers from different departments (I have friends who work in Eir). So I understand it isn't straightforward for you, either. 


Cheers,
rat_race

Thanks for understanding, I appreciate it. 

I've responded to your PM there and will come back to you with as soon as I have an update. 

Thanks 

Tracey 

rat_race

eir: Tracey wrote: »

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

Tracey, thanks for coming back to me via PM. But all you gave me is exactly what I said didn't want, another Eir employee saying "the work is done, call this number to arrange an installation date".

The work has NOT been completed, as every KN engineer who has visited here lately will tell you. Whatever system/person/survey suggests the work has been done, is incorrect, and is wasting everybody's time and money. Your "Wholesale" department, is wrong and they need to understand that.

So I am again, asking you to escalate this and stop taking their word for it.  Someone needs to take ownership to get the ball rolling. Tell them to call Open Eir and asked for themselves. Tell them to ask themselves the question "hmm, if the work has been done, why was there 15 failed installations last week and still no wired customers?", and see if a light bulb goes off.

This has been going on for five months, with myself, and much longer with others.

I received calls again this morning about arranging another installation date...it's crazy.

I get it that some computer system says it's "done". But it is not, plain and simple. Look up my address, lookup all my neighbors. Not one of us has a wired internet connection, yet there's been dozens of "installs" lately (all failed). And many more are being organised for people (another neighbor is this Friday -- a waste of his day).

I have again had 3 or 4 Eir employees tell me in the last few days over the phone, that the work has been completed. One (whom I mentioned in my earlier post, made an effort and verified that some wires were crossed, mistakes were made, but I've never heard from him since on a solution).

The work is simply not done -- and this is why I need someone to go off script and get upper management to take notice. Stop taking Wholesale's or operations' word for it, and stop following the script. This isn't your typical case. I tried to articulate that already to avoid this nonsense again. You or someone needs to tell Wholesale to escalate & investigate. Call Open Eir...they will tell you that their engineers confirm there are no services here (I just did it myself -- it isn't hard).

So again, I really need someone to stop trying to arrange an installation date and instead hear what I am saying, and look into this issue for me, and to stop simply trying to close the case. 

I have done everything I should, contacted Eir well over 30 times, used boards.ie, webchat (the most useless of them all), e-mails, phones. I have been very clear that I do not need an installation date, it isn't the problem. I cannot make it any clearer. I am contacting the company Eir, providing them, repeatedly, with the adequate information, and they are not understanding the detail and following common sense.

Please respond to this with urgency, but not with a "I called department xyz and they said it's all good to go, call this number for an installation date"; that is exactly what we don't need for the 30th time. It's just making the problem worse.

I completely understand your frustration here, apologies for all inconvenience caused. 

I've responded to your PM there now. 

Thanks 

Tracey 

Thank you, Tracey. I know you yourselves can find it very difficult to get answers from different departments (I have friends who work in Eir). So I understand it isn't straightforward for you, either. 


Cheers,
rat_race

Thanks for understanding, I appreciate it. 

I've responded to your PM there and will come back to you with as soon as I have an update. 

Thanks 

Tracey 

Hi Tracey -- can I get an update, please? 

There's now another installation date due on the 16th: more unpaid leave for a failed installation. I really need an update and for this madness to stop.

Fogmatic

Could the problem be something I've just posted about in a reply here?
https://www.boards.ie/ttfthread/2057846396/1#post106366977

rat_race

Fogmatic wrote: »

Could the problem be something I've just posted about in a reply here?
https://www.boards.ie/ttfthread/2057846396/1#post106366977

No, unrelated.

eir: Tracey

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

Tracey, thanks for coming back to me via PM. But all you gave me is exactly what I said didn't want, another Eir employee saying "the work is done, call this number to arrange an installation date".

The work has NOT been completed, as every KN engineer who has visited here lately will tell you. Whatever system/person/survey suggests the work has been done, is incorrect, and is wasting everybody's time and money. Your "Wholesale" department, is wrong and they need to understand that.

So I am again, asking you to escalate this and stop taking their word for it.  Someone needs to take ownership to get the ball rolling. Tell them to call Open Eir and asked for themselves. Tell them to ask themselves the question "hmm, if the work has been done, why was there 15 failed installations last week and still no wired customers?", and see if a light bulb goes off.

This has been going on for five months, with myself, and much longer with others.

I received calls again this morning about arranging another installation date...it's crazy.

I get it that some computer system says it's "done". But it is not, plain and simple. Look up my address, lookup all my neighbors. Not one of us has a wired internet connection, yet there's been dozens of "installs" lately (all failed). And many more are being organised for people (another neighbor is this Friday -- a waste of his day).

I have again had 3 or 4 Eir employees tell me in the last few days over the phone, that the work has been completed. One (whom I mentioned in my earlier post, made an effort and verified that some wires were crossed, mistakes were made, but I've never heard from him since on a solution).

The work is simply not done -- and this is why I need someone to go off script and get upper management to take notice. Stop taking Wholesale's or operations' word for it, and stop following the script. This isn't your typical case. I tried to articulate that already to avoid this nonsense again. You or someone needs to tell Wholesale to escalate & investigate. Call Open Eir...they will tell you that their engineers confirm there are no services here (I just did it myself -- it isn't hard).

So again, I really need someone to stop trying to arrange an installation date and instead hear what I am saying, and look into this issue for me, and to stop simply trying to close the case. 

I have done everything I should, contacted Eir well over 30 times, used boards.ie, webchat (the most useless of them all), e-mails, phones. I have been very clear that I do not need an installation date, it isn't the problem. I cannot make it any clearer. I am contacting the company Eir, providing them, repeatedly, with the adequate information, and they are not understanding the detail and following common sense.

Please respond to this with urgency, but not with a "I called department xyz and they said it's all good to go, call this number for an installation date"; that is exactly what we don't need for the 30th time. It's just making the problem worse.

I completely understand your frustration here, apologies for all inconvenience caused. 

I've responded to your PM there now. 

Thanks 

Tracey 

Thank you, Tracey. I know you yourselves can find it very difficult to get answers from different departments (I have friends who work in Eir). So I understand it isn't straightforward for you, either. 


Cheers,
rat_race

Thanks for understanding, I appreciate it. 

I've responded to your PM there and will come back to you with as soon as I have an update. 

Thanks 

Tracey 

Hi Tracey -- can I get an update, please? 

There's now another installation date due on the 16th: more unpaid leave for a failed installation. I really need an update and for this madness to stop.

Hi rat_race, 

I have no further updates on this I'm afraid. 

The order in place is for a new eir plant to be built as it's a new development and this will require technicians to call out to you more than once to assess the situation and to proceed with work. 

Apologies again for all delays incurred. 

Thanks 

Tracey 

rat_race

eir: Tracey wrote: »

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

Tracey, thanks for coming back to me via PM. But all you gave me is exactly what I said didn't want, another Eir employee saying "the work is done, call this number to arrange an installation date".

The work has NOT been completed, as every KN engineer who has visited here lately will tell you. Whatever system/person/survey suggests the work has been done, is incorrect, and is wasting everybody's time and money. Your "Wholesale" department, is wrong and they need to understand that.

So I am again, asking you to escalate this and stop taking their word for it.  Someone needs to take ownership to get the ball rolling. Tell them to call Open Eir and asked for themselves. Tell them to ask themselves the question "hmm, if the work has been done, why was there 15 failed installations last week and still no wired customers?", and see if a light bulb goes off.

This has been going on for five months, with myself, and much longer with others.

I received calls again this morning about arranging another installation date...it's crazy.

I get it that some computer system says it's "done". But it is not, plain and simple. Look up my address, lookup all my neighbors. Not one of us has a wired internet connection, yet there's been dozens of "installs" lately (all failed). And many more are being organised for people (another neighbor is this Friday -- a waste of his day).

I have again had 3 or 4 Eir employees tell me in the last few days over the phone, that the work has been completed. One (whom I mentioned in my earlier post, made an effort and verified that some wires were crossed, mistakes were made, but I've never heard from him since on a solution).

The work is simply not done -- and this is why I need someone to go off script and get upper management to take notice. Stop taking Wholesale's or operations' word for it, and stop following the script. This isn't your typical case. I tried to articulate that already to avoid this nonsense again. You or someone needs to tell Wholesale to escalate & investigate. Call Open Eir...they will tell you that their engineers confirm there are no services here (I just did it myself -- it isn't hard).

So again, I really need someone to stop trying to arrange an installation date and instead hear what I am saying, and look into this issue for me, and to stop simply trying to close the case. 

I have done everything I should, contacted Eir well over 30 times, used boards.ie, webchat (the most useless of them all), e-mails, phones. I have been very clear that I do not need an installation date, it isn't the problem. I cannot make it any clearer. I am contacting the company Eir, providing them, repeatedly, with the adequate information, and they are not understanding the detail and following common sense.

Please respond to this with urgency, but not with a "I called department xyz and they said it's all good to go, call this number for an installation date"; that is exactly what we don't need for the 30th time. It's just making the problem worse.

I completely understand your frustration here, apologies for all inconvenience caused. 

I've responded to your PM there now. 

Thanks 

Tracey 

Thank you, Tracey. I know you yourselves can find it very difficult to get answers from different departments (I have friends who work in Eir). So I understand it isn't straightforward for you, either. 


Cheers,
rat_race

Thanks for understanding, I appreciate it. 

I've responded to your PM there and will come back to you with as soon as I have an update. 

Thanks 

Tracey 

Hi Tracey -- can I get an update, please? 

There's now another installation date due on the 16th: more unpaid leave for a failed installation. I really need an update and for this madness to stop.

Hi rat_race, 

I have no further updates on this I'm afraid. 

The order in place is for a new eir plant to be built as it's a new development and this will require technicians to call out to you more than once to assess the situation and to proceed with work. 

Apologies again for all delays incurred. 

Thanks 

Tracey 

Hi Tracey: no new eir plant is to be built, I am informed. Can you please tell me from whom you are getting that information?

Also, there is a cabinet meters away. Wholesale says the work has already been 100% completed (please read this thread -- that detail is crucial). 

The engineers are calling out to me to bring the cable into my house (normal broadband installation), it is not to assess the situation of the estate. They have called to myself and my neighbours, dozens of times. All they do is say they cannot do the installation as they have been sent here in error.

Waiting for an update from Wholesale is not the solution. Wholesale will not give you an update to a problem they incorrectly think does not exist. That is the underlying theme I keep telling you here.

If you will or can not look into this matter properly, please tell me straight up so I can stop wasting my time here.

Fogmatic

I thought my frustrating sagas when I was with Eircom were pretty bad, until I read yours!  (I was almost hoping it was down to the eircode problem, which would at least have given some kind of certainty)

Have you tried any non-eir forums (e.g. Nets & Comms or Ireland Offline)?

rat_race

Hi Tracey -- would you mind answering the following:

- Where are you getting information to say that "a new Eir plant" must be built? This contradicts everything every other Eir employees told me.

- If indeed there is work to be done why anytime I call customer care, are they saying that all the work on bringing service into the estate is complete (and that there have been surveys to suggest this), and that my broadband installation will go ahead without issue?

- If there are works to be completed, can you tell me the estimated completion date and some sort of works reference number? This is very important.

I have another broadband installation date due for the 16th. I have been onto Eir 5 or 6 times over the last 2 days about cancelling it as it will fail. They assure me the work on the estate is done and it'll be fine -- just want to get off the phone and handle the easy cases (the exact same rubbish again). 

I will send yet another message here on the 16th saying it failed because there are no services in the estate, and the ridiculous cycle of time and money wasting will continue. 

eir: Tony

rat_race wrote: »

Hi Tracey -- would you mind answering the following:

- Where are you getting information to say that "a new Eir plant" must be built? This contradicts everything every other Eir employees told me.

- If indeed there is work to be done why anytime I call customer care, are they saying that all the work on bringing service into the estate is complete (and that there have been surveys to suggest this), and that my broadband installation will go ahead without issue?

- If there are works to be completed, can you tell me the estimated completion date and some sort of works reference number? This is very important.

I have another broadband installation date due for the 16th. I have been onto Eir 5 or 6 times over the last 2 days about cancelling it as it will fail. They assure me the work on the estate is done and it'll be fine -- just want to get off the phone and handle the easy cases (the exact same rubbish again). 

I will send yet another message here on the 16th saying it failed because there are no services in the estate, and the ridiculous cycle of time and money wasting will continue. 

Hi rat-race
we have offered your details and case history to our network team in action to ensure that new installation date goes ahead as advised. I am not sure why you have been offered different versions but have pushed again for full update. I should have more info by Monday...
Tony

rat_race

eir: Tony wrote: »

rat_race wrote: »

Hi Tracey -- would you mind answering the following:

- Where are you getting information to say that "a new Eir plant" must be built? This contradicts everything every other Eir employees told me.

- If indeed there is work to be done why anytime I call customer care, are they saying that all the work on bringing service into the estate is complete (and that there have been surveys to suggest this), and that my broadband installation will go ahead without issue?

- If there are works to be completed, can you tell me the estimated completion date and some sort of works reference number? This is very important.

I have another broadband installation date due for the 16th. I have been onto Eir 5 or 6 times over the last 2 days about cancelling it as it will fail. They assure me the work on the estate is done and it'll be fine -- just want to get off the phone and handle the easy cases (the exact same rubbish again). 

I will send yet another message here on the 16th saying it failed because there are no services in the estate, and the ridiculous cycle of time and money wasting will continue. 

Hi rat-race
we have offered your details and case history to our network team in action to ensure that new installation date goes ahead as advised. I am not sure why you have been offered different versions but have pushed again for full update. I should have more info by Monday...
Tony

Thanks Tony. Again again, I know that you reps have a hard time getting information yourselves from various departments. My criticism is towards Eir, not anyone here or in customer care.

rat_race

Hi Tony / Tracey: would you have an update on this, and an answer to some of my questions? Thanks a lot.


Cheers,
Cormac

Fogmatic

Another long shot - just remembered a problem with certain landline numbers, that contributed to my own Eircom fiasco.  It was some time ago, but just in case it’s relevant it was explained to me in the 3rd post down this forum page https://www.boards.ie/vbulletin/showthread.php?t=2055467329&page=1 .

I think your story’s the kind that some reporters/journalists/broadcasters/TDs thrive on, and if you don’t get resolution soon, a little publicity could be worth a try (particularly when heads need knocking together - the answer must be in *somebody’s* contract!).   I’m sure you have enough on your plate, but I’ve found that just one letter/email/phone call can sometimes be all it takes to start a snowball effect, even if it doesn’t get published.  (You never know who might want to pick.up on it and run with it).  Especially when people need their heads knocking together!

I noticed an example re eir recently in the consumer forum
https://www.boards.ie/vbulletin/showthread.php?t=2057848677

rat_race

Fogmatic wrote: »

Another long shot - just remembered a problem with certain landline numbers, that contributed to my own Eircom fiasco.  It was some time ago, but just in case it’s relevant it was explained to me in the 3rd post down this forum page https://www.boards.ie/vbulletin/showthread.php?t=2055467329&page=1 .

I think your story’s the kind that some reporters/journalists/broadcasters/TDs thrive on, and if you don’t get resolution soon, a little publicity could be worth a try (particularly when heads need knocking together - the answer must be in *somebody’s* contract!).   I’m sure you have enough on your plate, but I’ve found that just one letter/email/phone call can sometimes be all it takes to start a snowball effect, even if it doesn’t get published.  (You never know who might want to pick.up on it and run with it).  Especially when people need their heads knocking together!

I noticed an example re eir recently in the consumer forum
https://www.boards.ie/vbulletin/showthread.php?t=2057848677

That Irish Times article... absolutely shocking. That poor woman. I would have cancelled my DD immediately. I do feel somewhat some of her pain though: being told ten different things, and none of them true. Anyway, I'd like to keep this thread clean so Eir can reply. We can discuss after this gets resolved. If we're both still alive...

rat_race

Eir: any chance of a reply on this today?

eir: Tracey

rat_race wrote: »

Hi Tony / Tracey: would you have an update on this, and an answer to some of my questions? Thanks a lot.


Cheers,
Cormac

Hi Cormac, 

I'm afraid we don't, I've contacted the networks team again for an update. As soon as I hear back I'll come back to you. 

Apologies for the delays

Thanks 

Tracey 

rat_race

eir: Tracey wrote: »

rat_race wrote: »

Hi Tony / Tracey: would you have an update on this, and an answer to some of my questions? Thanks a lot.


Cheers,
Cormac

Hi Cormac, 

I'm afraid we don't, I've contacted the networks team again for an update. As soon as I hear back I'll come back to you. 

Apologies for the delays

Thanks 

Tracey 

Hi Tracey: as mentioned already, there is again, another installation date set for this Friday, the 16th, and tomorrow is the 15th, and there is still no update. 

Again, I guarantee you this will installation will fail once again, with myself losing a day's pay due to being required to be at home (including lots of other repercussions).

Can you tell me how Eir will compensate me for this when there is yet another failed installation on Friday? All I am asking for is some common sense, now: confirm there is no point sending an engineer out on Friday, and cancel the appointment because of this, and give me a realistic answer on what is going on with Wholesale and their consistent mistakes, a guarantee they understand it now, and an ETA for actual broadband installation.

I fail to see how obtaining this information can take weeks.

rat_race

rat_race wrote: »

eir: Tracey wrote: »

rat_race wrote: »

Hi Tony / Tracey: would you have an update on this, and an answer to some of my questions? Thanks a lot.


Cheers,
Cormac

Hi Cormac, 

I'm afraid we don't, I've contacted the networks team again for an update. As soon as I hear back I'll come back to you. 

Apologies for the delays

Thanks 

Tracey 

Hi Tracey: as mentioned already, there is again, another installation date set for this Friday, the 16th, and tomorrow is the 15th, and there is still no update. 

Again, I guarantee you this will installation will fail once again, with myself losing a day's pay due to being required to be at home (including lots of other repercussions).

Can you tell me how Eir will compensate me for this when there is yet another failed installation on Friday? All I am asking for is some common sense, now: confirm there is no point sending an engineer out on Friday, and cancel the appointment because of this, and give me a realistic answer on what is going on with Wholesale and their consistent mistakes, a guarantee they understand it now, and an ETA for actual broadband installation.

I fail to see how obtaining this information can take weeks.

This just gets better. I get a call today from the most helpful rep ever (not being sarcastic -- been in touch before), assuring me full fibre to the home is available, and handing me over to the loyalty team, who assures me this is the best way to go, and they will give me a good price over all the crap, and that my other order was going to go around in circles forever (probably just because that's what I said). She cancelled my existing (eFibre, i.e., copper to the home) order before I even confirmed, which has been in place since September 2017. I did say "are you 100% sure Fibre To The Home is available, as I do not want to lose the history of this order". I was assured several times: "yes, 100%".

I was also told they won't lay copper wires in new estates, because it should all be FTTH only. Eh? Then why not say that 7 months ago? Or when I told you there were no copper cables about fifty times (and you said there is...)? Or even suggest FTTH? Why is there no training? Why is someone here talking about a new "Eir plant"...?

Anwyay, then I was put through to sales, who said their system is saying there is no FTTH in my area and they cannot place the order, but when there is, I'll get a leaflet, basically. (I already got a leaflet several months ago ). No dates, nothing.

And this is the short version; lots of inaccuracies and inconsistencies were relayed, again.

So now I have no order in place, no dates, no forecast.

I really don't know what to say. This is absolutely, amazingly shocking.

recyclops

Either this is a common occurrence or we live in the same new housing estate in Wicklow ( i am going to say its a common occurrence)

I've been having the same nightmare its been ongoing since Dec 2016, farcical really. 

rat_race

Update: a couple of days ago, I told the rep that there is an inactive Fibre cable in the estate (which can only be used for Fibre To The Home). Ever since then, the reps have jumped on the theory that "oh, it's a Fibre To The Home only estate, and we assure you it's active. Normal phone lines are not going to be available.", etc. Amazing that this information has only come to light after my revelation about an inactive cable.

Well, firstly, it isn't "live". Secondly, unfortunately, I cannot trust anything Eir tells me, because everything so far proven to be wholly inaccurate hearsay nonsense (just read this thread).

Now my questions, which, again, I would very much like a response to:

- Where did this "fibre only estate" information actually come from; bar a note left on my account. Because it really seems like another example of poor guesswork, all based on the comment I made (not based on verified facts or any verification on your side -- I'm sick to the back teeth of inaccurate BS)
- How will other providers (Sky, Vodafone, etc.), who cannot use Eir's FTTH infrastructure, provide broadband to their customers, if there are no copper cables (normal phone lines from the cabinet)?
- Is this not illegal and a breach of regulation?
- When will the Fibre cable be active?
- Why should people, such as myself, pay FTTH prices, just because "oh, it's a FTTH estate only" (there's a freaking cabinet 20 metres away from my front door).
- Who and what decides that an estate is "FTTH only", and what criteria is it based on?

Eir, I would appreciate if you address each of these individually, so each actually gets answered (as opposed to just some apology plus half answering one or two of them). I would also appreciate a prompt reply, as, again, Eir has cost me untold time and stress with this ridiculousness. Another non-helpful "oh, we'll get back to you" reply isn't going to help. I'd like some answers. Go off script.

Thank you.
 

recyclops

rat_race wrote: »

Update: a couple of days ago, I told the rep that there is an inactive Fibre cable in the estate (which can only be used for Fibre To The Home). Ever since then, the reps have jumped on the theory that "oh, it's a Fibre To The Home only estate, and we assure you it's active. Normal phone lines are not going to be available.", etc. Amazing that this information has only come to light after my revelation about an inactive cable.

Well, firstly, it isn't "live". Secondly, unfortunately, I cannot trust anything Eir tells me, because everything so far proven to be wholly inaccurate hearsay nonsense (just read this thread).

Now my questions, which, again, I would very much like a response to:

- Where did this "fibre only estate" information actually come from; bar a note left on my account. Because it really seems like another example of poor guesswork, all based on the comment I made (not based on verified facts or any verification on your side -- I'm sick to the back teeth of inaccurate BS)
- How will other providers (Sky, Vodafone, etc.), who cannot use Eir's FTTH infrastructure, provide broadband to their customers, if there are no copper cables (normal phone lines from the cabinet)?
- Is this not illegal and a breach of regulation?
- When will the Fibre cable be active?
- Why should people, such as myself, pay FTTH prices, just because "oh, it's a FTTH estate only" (there's a freaking cabinet 20 metres away from my front door).
- Who and what decides that an estate is "FTTH only", and what criteria is it based on?

Eir, I would appreciate if you address each of these individually, so each actually gets answered (as opposed to just some apology plus half answering one or two of them). I would also appreciate a prompt reply, as, again, Eir has cost me untold time and stress with this ridiculousness. Another non-helpful "oh, we'll get back to you" reply isn't going to help. I'd like some answers. Go off script.

Thank you.
 

This absolutely must be my estate  Its an onmishambles of the highest order .

Don't even think for a second you will get anything other than the party line from company representatives  

I do like the questioning of why your house is different to omega less than a few metres away  

It's a money making monopoly they are building  

Fogmatic

Maybe worth a posting a link to this thread in the Broadband forum?  There’s a lot of infrastructure and other expertise there, and they’re very helpful.  If anyone’s able to shed any light on your situation I think it would be there.  (At the very least, the descriptions of some organisations can make an entertaining break!).  https://www.boards.ie/vbulletin/forumdisplay.php?f=259

It’a bit fiddly finding the Ireland Offline forum in the Boards lists, so I thought that link could also be useful.  It’s run by a campaign group who also have a website.  Most of the topics there are re news, but they also welcome individual problems.  They’re in the public eye (often representing consumers on radio/TV programmes), and if you need a bit of clout on your side it’s worth getting in touch (even if only for advice/info).  https://www.boards.ie/vbulletin/forumdisplay.php?f=60

rat_race

rat_race wrote: »

Update: a couple of days ago, I told the rep that there is an inactive Fibre cable in the estate (which can only be used for Fibre To The Home). Ever since then, the reps have jumped on the theory that "oh, it's a Fibre To The Home only estate, and we assure you it's active. Normal phone lines are not going to be available.", etc. Amazing that this information has only come to light after my revelation about an inactive cable.

Well, firstly, it isn't "live". Secondly, unfortunately, I cannot trust anything Eir tells me, because everything so far proven to be wholly inaccurate hearsay nonsense (just read this thread).

Now my questions, which, again, I would very much like a response to:

- Where did this "fibre only estate" information actually come from; bar a note left on my account. Because it really seems like another example of poor guesswork, all based on the comment I made (not based on verified facts or any verification on your side -- I'm sick to the back teeth of inaccurate BS)
- How will other providers (Sky, Vodafone, etc.), who cannot use Eir's FTTH infrastructure, provide broadband to their customers, if there are no copper cables (normal phone lines from the cabinet)?
- Is this not illegal and a breach of regulation?
- When will the Fibre cable be active?
- Why should people, such as myself, pay FTTH prices, just because "oh, it's a FTTH estate only" (there's a freaking cabinet 20 metres away from my front door).
- Who and what decides that an estate is "FTTH only", and what criteria is it based on?

Eir, I would appreciate if you address each of these individually, so each actually gets answered (as opposed to just some apology plus half answering one or two of them). I would also appreciate a prompt reply, as, again, Eir has cost me untold time and stress with this ridiculousness. Another non-helpful "oh, we'll get back to you" reply isn't going to help. I'd like some answers. Go off script.

Thank you.
 

Dear Eir: Could I please get a response on the above? Thank you.

Day 171.

Fogmatic

Your steadfast courtesy is admirable, rat_race!  Keep it up - it's a powerful asset, and will hopefully get results (of the right kind, I mean!).

recyclops

rat_race wrote: »

Update: a couple of days ago, I told the rep that there is an inactive Fibre cable in the estate (which can only be used for Fibre To The Home). Ever since then, the reps have jumped on the theory that "oh, it's a Fibre To The Home only estate, and we assure you it's active. Normal phone lines are not going to be available.", etc. Amazing that this information has only come to light after my revelation about an inactive cable.

Well, firstly, it isn't "live". Secondly, unfortunately, I cannot trust anything Eir tells me, because everything so far proven to be wholly inaccurate hearsay nonsense (just read this thread).

Now my questions, which, again, I would very much like a response to:

- Where did this "fibre only estate" information actually come from; bar a note left on my account. Because it really seems like another example of poor guesswork, all based on the comment I made (not based on verified facts or any verification on your side -- I'm sick to the back teeth of inaccurate BS)
- How will other providers (Sky, Vodafone, etc.), who cannot use Eir's FTTH infrastructure, provide broadband to their customers, if there are no copper cables (normal phone lines from the cabinet)?
- Is this not illegal and a breach of regulation?
- When will the Fibre cable be active?
- Why should people, such as myself, pay FTTH prices, just because "oh, it's a FTTH estate only" (there's a freaking cabinet 20 metres away from my front door).
- Who and what decides that an estate is "FTTH only", and what criteria is it based on?

Eir, I would appreciate if you address each of these individually, so each actually gets answered (as opposed to just some apology plus half answering one or two of them). I would also appreciate a prompt reply, as, again, Eir has cost me untold time and stress with this ridiculousness. Another non-helpful "oh, we'll get back to you" reply isn't going to help. I'd like some answers. Go off script.

Thank you.
 

So it turns out its not the same estate just the exact same situation that my new estate of 100+ houses is in, seems to be a common practice for Eir now, unfortunately for Rat_race he may have a couple of hundred more days of this as i am currently on day 420 of this absolute farce.

I look forward to the replies to the above answers though. 

just to advise one of my answers previously was " well its not worth constantly sending engineers up to estate so we will wait until more move in"

Yep this is the attitude Eir have towards their potential customers as they now know they have that ability as they have made sure Sky etc cant provide the service to these people

rat_race

recyclops wrote: »

rat_race wrote: »

Update: a couple of days ago, I told the rep that there is an inactive Fibre cable in the estate (which can only be used for Fibre To The Home). Ever since then, the reps have jumped on the theory that "oh, it's a Fibre To The Home only estate, and we assure you it's active. Normal phone lines are not going to be available.", etc. Amazing that this information has only come to light after my revelation about an inactive cable.

Well, firstly, it isn't "live". Secondly, unfortunately, I cannot trust anything Eir tells me, because everything so far proven to be wholly inaccurate hearsay nonsense (just read this thread).

Now my questions, which, again, I would very much like a response to:

- Where did this "fibre only estate" information actually come from; bar a note left on my account. Because it really seems like another example of poor guesswork, all based on the comment I made (not based on verified facts or any verification on your side -- I'm sick to the back teeth of inaccurate BS)
- How will other providers (Sky, Vodafone, etc.), who cannot use Eir's FTTH infrastructure, provide broadband to their customers, if there are no copper cables (normal phone lines from the cabinet)?
- Is this not illegal and a breach of regulation?
- When will the Fibre cable be active?
- Why should people, such as myself, pay FTTH prices, just because "oh, it's a FTTH estate only" (there's a freaking cabinet 20 metres away from my front door).
- Who and what decides that an estate is "FTTH only", and what criteria is it based on?

Eir, I would appreciate if you address each of these individually, so each actually gets answered (as opposed to just some apology plus half answering one or two of them). I would also appreciate a prompt reply, as, again, Eir has cost me untold time and stress with this ridiculousness. Another non-helpful "oh, we'll get back to you" reply isn't going to help. I'd like some answers. Go off script.

Thank you.
 

So it turns out its not the same estate just the exact same situation that my new estate of 100+ houses is in, seems to be a common practice for Eir now, unfortunately for Rat_race he may have a couple of hundred more days of this as i am currently on day 420 of this absolute farce.

I look forward to the replies to the above answers though. 

just to advise one of my answers previously was " well its not worth constantly sending engineers up to estate so we will wait until more move in"

Yep this is the attitude Eir have towards their potential customers as they now know they have that ability as they have made sure Sky etc cant provide the service to these people

The problem here, is that, we're being told all is hunky dory, in terms of the work done, repeatedly (all of us). All I want is some real, actual answers, and some real actual plans/estimations/projects. Not BS, no more guesses, no more time wasting. And I want to know where this information comes from.

I have been told, from various chats/calls/PMs/interactions, just about everything you can think of. All BS. Amazing.

rat_race

rat_race wrote: »

rat_race wrote: »

Update: a couple of days ago, I told the rep that there is an inactive Fibre cable in the estate (which can only be used for Fibre To The Home). Ever since then, the reps have jumped on the theory that "oh, it's a Fibre To The Home only estate, and we assure you it's active. Normal phone lines are not going to be available.", etc. Amazing that this information has only come to light after my revelation about an inactive cable.

Well, firstly, it isn't "live". Secondly, unfortunately, I cannot trust anything Eir tells me, because everything so far proven to be wholly inaccurate hearsay nonsense (just read this thread).

Now my questions, which, again, I would very much like a response to:

- Where did this "fibre only estate" information actually come from; bar a note left on my account. Because it really seems like another example of poor guesswork, all based on the comment I made (not based on verified facts or any verification on your side -- I'm sick to the back teeth of inaccurate BS)
- How will other providers (Sky, Vodafone, etc.), who cannot use Eir's FTTH infrastructure, provide broadband to their customers, if there are no copper cables (normal phone lines from the cabinet)?
- Is this not illegal and a breach of regulation?
- When will the Fibre cable be active?
- Why should people, such as myself, pay FTTH prices, just because "oh, it's a FTTH estate only" (there's a freaking cabinet 20 metres away from my front door).
- Who and what decides that an estate is "FTTH only", and what criteria is it based on?

Eir, I would appreciate if you address each of these individually, so each actually gets answered (as opposed to just some apology plus half answering one or two of them). I would also appreciate a prompt reply, as, again, Eir has cost me untold time and stress with this ridiculousness. Another non-helpful "oh, we'll get back to you" reply isn't going to help. I'd like some answers. Go off script.

Thank you.
 

Dear Eir: Could I please get a response on the above? Thank you.

Day 171.

Eir, can I please get a response on this today? Thanks.

Day 172.

rat_race

Hi Eir, would you have an update for me?

Day 173.

rat_race

rat_race wrote: »

Hi Eir, would you have an update for me?

Day 173.

Hi Eir, hoping to get some information today -- please and thank you.

Day 174.

rat_race

Hi Eir -- could you give me an update on the situation, please? Thanks a lot.

Day 177.

eir: Tracey

rat_race wrote: »

Hi Eir -- could you give me an update on the situation, please? Thanks a lot.

Day 177.

Hi rat_race, 

Apologies for the delay in coming back to you. 
 
I've been speaking with our support team and they have confirmed that this information is correct and has been confirmed by our open eir and planning team.
 
Unfortunately, we can only provide you with information in relation to eir products and services and cannot comment on other service providers.
 
I can assure you that this is not illegal nor is it a breach of regulation.
 
We don't currently have a timeframe as to when the Fibre cable will be activated, there is no eir plant in place and this can take some time I'm afraid.
 
Our Open eir team who is in charge of network planning would have made this decision and we would be unable to advise on what criteria this is based upon.
 
I understand your frustrations here and I'm sorry it's not better news. 
 
I'm afraid there is no more I can do in relation to this. 
 
Thanks 
 

Tracey

rat_race

eir: Tracey wrote: »

rat_race wrote: »

Hi Eir -- could you give me an update on the situation, please? Thanks a lot.

Day 177.

Hi rat_race, 

Apologies for the delay in coming back to you. 
 
I've been speaking with our support team and they have confirmed that this information is correct and has been confirmed by our open eir and planning team.
 
Unfortunately, we can only provide you with information in relation to eir products and services and cannot comment on other service providers.
 
I can assure you that this is not illegal nor is it a breach of regulation.
 
We don't currently have a timeframe as to when the Fibre cable will be activated, there is no eir plant in place and this can take some time I'm afraid.
 
Our Open eir team who is in charge of network planning would have made this decision and we would be unable to advise on what criteria this is based upon.
 
I understand your frustrations here and I'm sorry it's not better news. 
 
I'm afraid there is no more I can do in relation to this. 
 
Thanks 
 

Tracey

Hi Tracey: I have asked several times now for more information on this "eir plant". The only mention of a required "eir plant" has been on this thread (I've spoken to several dozen Eir employees -- not one has mentioned this before). What is an "eir plant" -- why can the existing cabinet not be used?

Also, just last week, I re-placed a new eFibre order (not FTTH), and was assured the work date was due on or before April 30th (again). How can this be possible: you're telling me one thing (that eFibre should not be possible, and there are no forecasted work dates), yet the the sales/connections people are telling me another ("just need some cables in the ground"). Surely you're both getting information from the same sources.

Would you like my NEW account number?