FIbre delays

Yellow_Fern

My parent house is in a semi-rural area and is waiting to be connected to fibre. Her phone line is via a pole in her garden, not a duct. We were told we would be able to be connected in August 2022 - October 2022. Then later we were told it would be connected September 2022 - to January 2023. Finally, in December 2022, we were told we could order fibre. So we did it quickly through a provider. But no internet connection was available because when the technician came to our premises to connect, we were told the pole in the garden was not suitable. It holds the phone line but he said it is rotting. He said People would change it. He said it might be ready in ten days or so. Now it is April 24 and despite regular calls, we are still waiting to be connected. NBI said 'Your order is on hold due to EMR Civils Required on 3rd Party network' but they dont know what it will happen. They said I can install a new pole or duct myself but wont provide clear instructions how. My other parent has since died and lack of fibre made being his carer much harder. Anyone have any tips on how to hurry the process? My neighbours had have excellent FTTC or FTTH for decades. I would pay any amount of money to fix this.

Tow

Get on to your local TD.

RobiePAX

https://nbi.ie/connectionquery

Above information in regards to NBI Poles. My advice is be a pain. Keep reminding of yourself. Keep calling your provider chasing for updates. Request for date when is deadline for next step response. They say 1 May? Call them for an update on 2 May and so on.

I've seen cases where people waited for months just to realise their order was on hold for too long and was cancelled for no progress.

You can also consider logging a complaint with your provider that unreasonable amount of time passed without any update on the matter. Complaints Team could investigate if there's any chance of getting the ball rolling.

Finally you can also get in touch with regulator ComReg. Explain your situation and they may get in touch with relevant bodies as to why your order is taking over a year to complete.

https://www.comreg.ie/advice-information/consumer-care/contact-our-consumer-care-team#complaints-form-target

Yellow_Fern

https://www.boards.ie/discussion/comment/121986373#Comment_121986373

Thanks so much. I never knew of these avenues. Cheers

Yellow_Fern

https://www.boards.ie/discussion/comment/121968318#Comment_121968318

I will try this as well. Thanks a lot.

Yellow_Fern

I sent them an email mentioning the Comreg. No email response at all but within days, there was a man at the door calling to provide a solution. We have not solved it but we are making progress. Thanks lads.

Yellow_Fern

Update 2: We got a new pole erected today. I feel this is only happening thanks to the suggestions here to contact Comreg!

RobiePAX

hopefully you'll get connected soon if the pole was erected. Your provider will need to re-arrange the engineer visit. Sometimes you might need to "remind them" that part. They don't always get the update. They just randomly check the backlog once every few weeks.