Problem with switch to Eir & Porting Number

mmc272

Hi,
I’m at a bit of a loss if anyone can help,

I had Digiweb VOIP Phone & FTTC package, I contacted Eir 3 weeks ago about moving to them and ordering FTTH with phone. An Eir van was working outside my property a few weeks ago and said it was available in a few weeks.

When I phoned Eir to order, they said yes it available from 20th of May, we’ll hold back the order to 20th when FTTH available,
I contacted eir on 19th as I had no info about engineer appointment and they said that wasn’t the order that was placed, it was FTTC with phone, the person doing the order didn’t do it right. The best thing to do is let the switchover complete on 20th and then upgrade to FTTH.

The standard FTTC broadband switched over like clockwork, so I contacted Eir about placing the original order. To my horror they said they can’t port my telephone number over as my other provider digiweb is refusing the port. This is for FTTC with phone with Eir, Contact Digiweb, So contacted Digiweb and said no problem on their end. Contacted Eir again and they said that it takes 24-48 hours, contacted eir again today and they say it keeps saying the number not available.

Now the guy from Eir says he will place a new order for FTTH with Phone, an engineer will come next Wednesday, then contact them next Wednesday after the install to port the number, then contact the Eir loyalty team to cancel the original FTTC with phone line. He says it will be really easy to port over the number then.

I can’t really understand why if he can’t port the number now, to what’s already in place, why he thinks he can port it over next week? Any help or advice much appreciated. The only info I can give is that 8881 number I had with Digiweb is the same as what’s with eir now, but I’m gonna get a brand new line now with new 888 number and that old one cancelled then port the landline number over, their also talking about a temporary number too,

I’m really worried about loosing my number

Higgsy

Hi,

I have the same issue as you now, by any chance did you get it resolved.

mmc272

Yeah, after 6 weeks.

Submit the online complaints form for Eir, it says they will reply within 48 hours but they won’t contact you. Then call Comreg immediately, give them the details and set up a case, when Eir don’t contact you within 14 days they will take over the case and sort it out for you,

Higgsy

Thanks for getting back.

Appreciated Covid-19 has impacted their call center but it is basically impossible to get in contact with them.

I will raise a complaint and follow your approach if they do not get back.

Thanks again

mmc272

Comreg can’t take over the case until 14 days after you submit the complaint form to eir, so sooner then better. You can still contact Comreg to set up the case so your ready to roll in 14 days, you do need to call Comreg then to tell them to proceed.

I think it’s the Fufilment team you need to speak to in Eir, you need to set your alarm for 8.58am to be 1st in queue after messages. If you ring at 9.05 it’s too late,