Eir refusing to reconnect a line because the cable has been pulled down

pamelakeenan1

Good afternoon,
I requested an order in Aug 2018 for a landline, BB and Eir sports. I had moved into my house in Aug and the previous owner had had a land line for about 3 years,, 6 years ago. An engineer came out on the 14th Aug and informed me the line was a little damaged and lying in a ditch but could be repaired. he told me I was at the end of the line from the exchange and he may have to get me another number as my line had been taken for another house, but again easily sorted. He did mention the BB might not be strong enough as I'm at the end of the line. But I thought I would deal with that later. He did a report and I got a call from Eir to rearrange another engineer visit for the  20th Sept. Then I was informed that the cable work was now scheduled for Nov , when I called to check what the update was I was told that date in Nov is an estimated time, and that most likely the work would be completed before that date. and indeed I get another call, can an engineer come out to connect me on the 16th Oct. When this engineer came out he went off, climbed poles did what ever checks required at the house. I have all the infrastructure in place, there had been a line connected to this house previously, which he confirmed. he was under the belief that the repairs had been carried out previously to his visit, but he discovered that the line/cable was down in a field where a farmer had been cutting down trees. He informed me he would put his report in. I then get another call to say the work would now be by the 4th Dec. again another call to advise an engineer would come out on the 18th Oct, At this stage I informed the agent that the previous engineer had seen cables down in the field, and that they cables were still hanging down in the field. She advised to let the engineer come out to file another report and then my case would be flagged to be raised with the connections/fault team. So the engineer came on the 18th Oct, His report must have gone in and then I get a text message which says'due to a technical issue your order cannot proceed. We apologise for any inconvenience caused. If you wish to place a new order please contact Eir.' 
I called Eir 22 Oct. I spent over 2 hours going from A to B to C and back again, every time some new agent picked up the call I had to go through my security checks, they would then listen to my request for the cable to be fixed in the field and then my line can be re connected........eventually at about 5pm an agent called Lianne in sales, they don't give you surnames...said she would contact Fault/connect team and call me back on the morning of the 23rd. SHE DID, but just to say that she was waiting for the fault team to get back to her and then she would call me again to update me. Nothing yet and its now the 24th!! Yesterday I received a registered letter??? from Eir informing me  that, ' Unfortunately my property is not within range of our network infrastructure. and my only option is a FCS (fixed cellular service) please call the number below. I called yesterday, I got an agent who couldn't care less and when I asked why they couldn't or weren't prepared to fix the cable that is hanging down in the field blowing loose in the wind, she said" they didn't have to"  The public service obligation says by law I have to get basic set of high quaility telecommunications service, both voice and dial up for BB. no matter where I live and at an affordable price. When I called Eir yesterday the price quoted for the FCS land line was €34.99 or €49.99. I was being offered BB and landline rental and unlimited calls to Ireland numbers and 20 international numbers and Eir sports for 49.99..............how come I'm being penalized for not being able to take a bundle due to Eir's infrastructure problems??? It seems quite simple to me................................fix the cable hanging down in the field and you have a customer wanting to take your products!   Sorry for the long rant, but I'm at the end of my tether now, we are one of those rural customers that feel like no one wants to deal with!!!! Can someone with access to the whole of the notes and reports on my account please look at what is happening and give me a answer???

pamelakeenan1

Hello, 

Anyone from Eir able to help with this problem, it's taking over 1 & 1/2  hours to chat to an agent & then they're transferring me to another team and the call drops. Tbis is a very unsatisfactory level of customer service..

eir: Kyle

pamelakeenan1 wrote: »

Hello, 

Anyone from Eir able to help with this problem, it's taking over 1 & 1/2  hours to chat to an agent & then they're transferring me to another team and the call drops. Tbis is a very unsatisfactory level of customer service..

Hi there pamelakeenan1

Thank you for getting in touch with us here. Unfortunately this is not something that we would be able to assist with from here. If you'd like to send your account information via PM, I will see if Leanne left any notes on your account regarding callbacks and see if I can follow up with her on that

-Kyle

MunsterM

Hello pamelakeenan1,
I had a similar problem. In my case I ordered a landline and broadband for a new build. Eir came out and put up a new pole fairly quickly. Then KN came to do the connection but found there wasn't enough capacity on the existing line to provide a connection for me. They reported that to Eir with a status of 'unable to provide service'. As a result , Eir cancelled the order. This happened twice.
I asked Eir how could I get a connection, the answer was ' place another order' !!
I gave up at that stage as I couldn't see how the outcome would be any different the third time round the loop.
In my view Eir have failed in their obligation under the Universal Service Obligation to provide a phone line. Raised a complaint with ComReg, but they're not interested.
I'm in a rural area with no hope of getting fibre and Eir have zero interest in expanding capacity on the copper network.

I feel your pain 😡