Open Eir Line Fault resolution time

Det Somerset

Apologies if this isn't the right forum but thought someone here may have had experience with similar in the past.

Last week our Eir Broadband and Phone line were dead when we came home. Long story short an Open Eir technician came out this week and discovered that the telecoms line that runs outside the house has been physically cut. To be clear, this isn't the single phone line that runs from the telephone pole to my house (which is still intact) but the inch or two thick line that runs from pole to pole along the road that I presume contains multiple lines. if it's relevant, the exchange is approximately 150 metres further down the road

Obviously I have no ability to contact Open Eir directly and Eir support are useless and simply report it is still under investigation. So does anyone know what kind of resolution time I could expect for a line fault like that? It seems like it is a significant repair job, but the fact I seem to be the only property affected (reasonably unpopulated rural area) might mean I'm deemed low priority and take even longer to schedule.

Any opinions or stories from experience would be appreciated.

ED E

Normal SLAs give them 5-10 days to clear a fault but thats only what a regular tech on his own can fix. Once it goes for a cabling team its open ended. Could be tomorrow, could be another month. Eir will eventually be given a forecast date (but OE dont have to keep to that).

pizzahead77

From https://www.eir.ie/opencms/export/sites/default/.content/pdf/pricing/Pt8.1.pdf, it would normally be 2 working days if it was a simple fix but what you are describing excludes it

"Serious damage to telecommunications equipment caused by a third party. "

They don't seem to mention an SLA for serious jobs.

Det Somerset

Thanks to you both for your responses. I was pleasantly surprised the line fault had actually been repaired by the time I got home yesterday! They didn't replace like with like as the large thick phone line which previously ran across the length of my property hasn't been replaced. I haven't yet inspected the pole that services my house to see if I can figure out what they did but I'm just happy it's been resolved.

For anyone interested and viewing this thread now or in the future, I can confirm the timeline of events as follows

Weds: Line Fault occurs. No phone or broadband service.
Thurs 5pm: Call is logged with eir support. All tests are clear so a technician is ordered.
Sun am: Engineer arrives and tests inside the house but finds nothing. When inspecting the telephone pole discovers the severed cable (cut clean and deliberately with bolt cutters was his opinion). Advises the resolution is beyond him and requires someone with a hoist. Doesn't commit to any timeframe.
Mon: No contact. I hoped it was due to heavy rain all day meaning hoist work would be suspended for health and safety reasons (no idea if that was true or not).
Tues: Another engineer calls out around 4pm completely unaware of the Sunday discovery. I explain this to him and he repeats the inspection and diagnosis. Again doesn't commit to any timeframe.
Thurs: Line fault is repaired while I was at work. I receive a text message stating the issue was resolved and I verified it when I returned home.

In fairness, I was impressed that someone called out on a sunday. If it was a standard issue it would have been resolved there and then which would have been fantastic. It's a little odd that his callout didn't seem to register suitably on the system and they resent an engineer to make the same inspection two days later, but again it was decent for them to run a new line to the pole within 48 hrs.

ED E

At a guess he was doing OT and thus the fault report was assigned to somebody else. Monday AM he should have cleared it to prevent the double truck roll. Minor goof.