BB line fault

BookBook

Hi all, I got Eir 1gb broadband installed via OpenEir less than 2 weeks ago. It was working great ( smoother than my 500mb Virginmedia bb).

It stopped working Wednesday (laptop can see the wifi but says internet down) and yesterday Eir phone support said they don't know when the 'line fault' will be fixed but it won't be today or tomorrow.

Account portal just says "fault status: in progress" etc.

Neighbours who got it installed same week have no problems.

As I work for home most days it is such a pain. Anyone any experience or would know when I might expect a fix date or engineer date?

When can I turn this into an official complaint? Is there anything I can do to troubleshoot shoot or does line fault mean it's an installation or external issue?

NotShero

https://www.boards.ie/discussion/2058423711/bb-line-fault

The ONT on the wall should have a red light if there is a line fault. There’s not much you can do if there is a line fault unfortunately, only make sure the fibre patch cable has not come out of the ONT. It needs fault finding by an engineer, have they given you an engineer appointment or have they determined the fault is not at your property?

https://www.eir.ie/complaints/

BookBook

Thank you for your reply.

Flashing red light on ONT. Line from pole to house looks still intact. Eir agent said he didn't know when anyone would look at it but it wouldn't be today or yesterday.

NotShero

https://www.boards.ie/discussion/comment/123789051#Comment_123789051

Ah yeah okay, yeah I’d lodge a complaint that’s not a good enough response from them really -

https://www.eir.ie/helpandsupport/online-forms/installation-log-a-complaint/

BookBook

Was sorted after 10 days. Had to escalate the issue. Technician said they outsource installations but not repairs and they are short staffed.

I think he said issue was most likely the fibre insert in the cable attached to the black box on pole outside was not put in right and got loose or warm weather affected the glass casing.