Eir rural FTTH thread

sean72 · 06-11-2017 06:14PM

OK maybe I need to explain the stage I think I am at. My exchange had an estimated date for completion of works (1st Nov 2017). I subsequently spoke to a KN engineer on the 4th Nov who was working at the exchange and said it was active and he was doing an install at that time.
Firstly from what I can gather I think it might be early days at my exchange and they are testing a few houses off it over say the next month before its expanded or fully active. Would that be a practice/procedure any of you have heard of?
Secondly and what has me frustrated today is that there does not seem to be an alternative way to the 'Eir fella' at the door to pre-register. My father-in-law (neighbouring parish 1 month ahead activation wise) did this with the guy at the door and is having his installed this week with just that communication at the doorstep.
So if I keep getting the 'computer says no' response from Eir how have any of you that didn't sign up at the door eventual sign up?

tsue921i8wljb3 · 06-11-2017 06:23PM

sean72 wrote: »

OK maybe I need to explain the stage I think I am at. My exchange had an estimated date for completion of works (1st Nov 2017). I subsequently spoke to a KN engineer on the 4th Nov who was working at the exchange and said it was active and he was doing an install at that time.
Firstly from what I can gather I think it might be early days at my exchange and they are testing a few houses off it over say the next month before its expanded or fully active. Would that be a practice/procedure any of you have heard of?
Secondly and what has me frustrated today is that there does not seem to be an alternative way to the 'Eir fella' at the door to pre-register. My father-in-law (neighbouring parish 1 month ahead activation wise) did this with the guy at the door and is having his installed this week with just that communication at the doorstep.
So if I keep getting the 'computer says no' response from Eir how have any of you that didn't sign up at the door eventual sign up?

This is most likely your issue. They do not enable a whole exchange area at once. It is done in parts seemingly following the order of when it was cabled. So for example, north of an exchange could be live while east, west and south are not. Over the following weeks the remaining areas are enabled until the whole area is live.

It is most likely just a case of waiting for you.

irishd · 06-11-2017 07:16PM

sean72 wrote: »

So if I keep getting the 'computer says no' response from Eir how have any of you that didn't sign up at the door eventual sign up?

From my experience, it went:

1. Eir reps descended on the place
2. Eir's Eircode checker allows pre-registration (not actual sign-up)

Those two were pretty much the same time for me, others have reported reps canvassing the area long before any change on the checker.

3. Eir's Eircode checker allows ordering - this was a few weeks later, only then were other retailers able to see it live & take sign-ups also.

sean72 · 06-11-2017 07:58PM

Allison Puny Appetite wrote: »

sean72 wrote: »

OK maybe I need to explain the stage I think I am at. My exchange had an estimated date for completion of works (1st Nov 2017). I subsequently spoke to a KN engineer on the 4th Nov who was working at the exchange and said it was active and he was doing an install at that time.
Firstly from what I can gather I think it might be early days at my exchange and they are testing a few houses off it over say the next month before its expanded or fully active. Would that be a practice/procedure any of you have heard of?
Secondly and what has me frustrated today is that there does not seem to be an alternative way to the 'Eir fella' at the door to pre-register. My father-in-law (neighbouring parish 1 month ahead activation wise) did this with the guy at the door and is having his installed this week with just that communication at the doorstep.
So if I keep getting the 'computer says no' response from Eir how have any of you that didn't sign up at the door eventual sign up?

This is most likely your issue. They do not enable a whole exchange area at once. It is done in parts seemingly following the order of when it was cabled. So for example, north of an exchange could be live while east, west and south are not. Over the following weeks the remaining areas are enabled until the whole area is live.

It is most likely just a case of waiting for you.

Thanks for the lay of the land. I guessed it might be a further waiting game but I have heard of people not hearing or finding out when lines were active so I wanted to be in a position to keep on top of it. I guess for me it was the hope of maybe finalising an install in time for Christmas.
I will play the patient game, based on my in-law it was about a month between door sellers and actual install appointments. So I'll check again week by week.
It is a shame though that Eir reps just can't explain things ... i.e. the normal pattern would be, with a rough time line of events and instead just adopt a 'I know nothing' Manuel approach.

garroff · 07-11-2017 10:47AM

My long, long wait is over.
Fibre finally connected and working. Contracted for 300Mb....getting 220Mb. Some thoughts for those on the "blue line" and waiting.
Don't listen to salespeople who call. Keep a record of all transactions with Eir. They really are unbelievable. Note day/time of transactions and can you get a name.
If overhead cable required....have timber cut before installer arrives. If underground....I would advise opening pipe along run especially if you have bends. Know where you want to interface with cable....if you can.... drill hole.
Installer may arrive alone....be prepared to lend a hand.
Finally...its going to cost you more than you thought.
The end result is brilliant, but it is a pity the way it is being rolled out.
Enjoy

Gonzo · 07-11-2017 12:25PM

I'd love to know what the failure rate is of installs due to ducting or timber problems. There have been posters here who tried to get an install, then the ducting problem arises and they leave it not knowing what to do next or who to contact and KN/Eir do not get involved with these issues until the customer solves them.

This seems to be a very poor way to doing business. KN/Eir should have an optional charge if problems like this arise so that the customer can still get connected, rather than walking away from the problem.

In my area 2 more of my neighbours connected to FTTH since yesterday morning. The splice box opposite my drive now has 4 homes feeding off it including mine. Over half the homes on my road now have the service.

garroff · 07-11-2017 12:30PM

Installer had 4 failures in 1 day last week. Ducts blocked

Falcon L · 07-11-2017 12:47PM

I used the line checker yesterday with my eircode. It said that fibre was available at my home. I now look at the rollout map and my house is the only one with a blue house icon. Do I believe the line checker or not?

On the eir site there is a link "where to buy". I see people getting eir and then cancelling within the cooling off period and switching to Digiweb or whatever. Can you not just buy from one of the listed providers? What is the benefit of signing up with eir, then switching? Am I missing something?

glen123 · 07-11-2017 12:55PM

Falcon L wrote: »

I used the line checker yesterday with my eircode. It said that fibre was available at my home. I now look at the rollout map and my house is the only one with a blue house icon. Do I believe the line checker or not?

On the eir site there is a link "where to buy". I see people getting eir and then cancelling within the cooling off period and switching to Digiweb or whatever. Can you not just buy from one of the listed providers? What is the benefit of signing up with eir, then switching? Am I missing something?

If you don't have the connection installed, Digiweb will charge you 200eur.

If the online checker shows availability, it's a good sign for sure. Eir themselves will have to do their own checks when you ring them as they have access to a more up to date information (this is what their customer service told me when I rang them)

hmboards · 07-11-2017 01:21PM

garroff wrote: »

If overhead cable required....have timber cut before installer arrives.

Can you clarify what you mean by having timber cut, please?

Johnboy1951 · 07-11-2017 02:24PM

hmboards wrote: »

Can you clarify what you mean by having timber cut, please?

Bushes & trees that might interfere?

garroff · 07-11-2017 04:27PM

Johnboy1951 wrote: »

Bushes & trees that might interfere?

Yes. In my case the Openeir duct could not accommodate the fibre cable so a new pole was required. This enabled Openeir to go overhead to new pole and then use my duct(which was larger than Openeir duct) to access house. I had to cut the timber for the span of overhead.

Turfwarrior · 07-11-2017 11:19PM

As people are saying try have as much prep done before install, I cut back trees and was ready for a drop line as a duct was out of the question.I was talking to a different kn guy doing neighbours install and he said you could bring a duct overground alone a hedge if you wanted..decided against it. The installer was very willing to follow the route of my old ISP cable..he wouldnt install the ONT in attic and brought the fibre line in through gable vent and down through hotpress into front room.this is where he terminated the fibre line. I am getting 112down & 24up this evening so suffering a bit of contention but uptake in the area has been 70-80%.

Word of warning as has been stated here before with dealing with eir sales...they don't understand half of their own products. I missed the door to door sales and rang eir shop in maynooth and was told I could order FTTH, took morning off work to go in and sign on the dotted line only to be told by a different member of staff that it can't be ordered??! What was the eir door to door guy selling? Was it AIR as opposed to EIR!?

Left the shop quiet frustrated and decided to call 1800 sales number...they needed land line number which I haven't had in about a decade,couldn't proceed.
Found number, rang back to be told it was reallocated to a diff property and anyway it wasn't needed??! But the Indian sounding guy was very adamant that I needed to install a landline first before he could order FTTH for me??! Something about needing to allocate some number at the exchange to my property?
Tried to tell him I didn't want r need a landline,just FTTH and even stated to him that the FTTH doesn't run off the copper telephone cables.
He got quiet arrogant and told me that if I wanted FTTH with Eir that I would have to install the telephone line?!! I declined his offer.

Had a cup of t and decided to try again,eventually I got a non-foreign lady called Lorraine who was very helpful and processed my order in about 5 minutes,got email confirmation which stated 18month contract when I signed up for 12.

Moral of the story is in my opinion keep trying as it seems to depend who you get on the other end of the phone but they sure do try your patience but has this product been worth the wait and enormous hassle...only time will tell but I'm not so sure

As far as changing providers to screw Eir over and get a free install for all the hassle the caused me with trying to order the product I couldn't waste anymore time dealing with an ISP at the moment..product is working so leave well enough alone,ie. Misses & kids are happy

Not sure if this number is general knowledge but was given a number for support and they seem to know their stuff, its 01430 7312

sean72 · 07-11-2017 11:32PM

Turfwarrior wrote: »

As people are saying try have as much prep done before install, I cut back trees and was ready for a drop line as a duct was out of the question.I was talking to a different kn guy doing neighbours install and he said you could bring a duct overground alone a hedge if you wanted..decided against it. The installer was very willing to follow the route of my old ISP cable..he wouldnt install the ONT in attic and brought the fibre line in through gable vent and down through hotpress into front room.this is where he terminated the fibre line. I am getting 112down & 24up this evening so suffering a bit of contention but uptake in the area has been 70-80%.

Word of warning as has been stated here before with dealing with eir sales...they don't understand half of their own products. I missed the door to door sales and rang eir shop in maynooth and was told I could order FTTH, took morning off work to go in and sign on the dotted line only to be told by a different member of staff that it can't be ordered??! What was the eir door to door guy selling? Was it AIR as opposed to EIR!?

Left the shop quiet frustrated and decided to call 1800 sales number...they needed land line number which I haven't had in about a decade,couldn't proceed.
Found number, rang back to be told it was reallocated to a diff property and anyway it wasn't needed??! But the Indian sounding guy was very adamant that I needed to install a landline first before he could order FTTH for me??! Something about needing to allocate some number at the exchange to my property?
Tried to tell him I didn't want r need a landline,just FTTH and even stated to him that the FTTH doesn't run off the copper telephone cables.
He got quiet arrogant and told me that if I wanted FTTH with Eir that I would have to install the telephone line?!! I declined his offer.

Had a cup of t and decided to try again,eventually I got a non-foreign lady called Lorraine who was very helpful and processed my order in about 5 minutes,got email confirmation which stated 18month contract when I signed up for 12.

Moral of the story is in my opinion keep trying as it seems to depend who you get on the other end of the phone but they sure do try your patience but has this product been worth the wait and enormous hassle...only time will tell but I'm not so sure

As far as changing providers to screw Eir over and get a free install for all the hassle the caused me with trying to order the product I couldn't waste anymore time dealing with an ISP at the moment..product is working so leave well enough alone,ie. Misses & kids are happy

Not sure if this number is general knowledge but was given a number for support and they seem to know their stuff, its 01430 7312

Thanks for that. Really helpful and the number. How did they actually confirm you could get FTTH without the phone number in the end. Every conversation I’m having with them is certred around the number. My area is not fully active but when it is I want the quickest way to proceed. Is the number you provided the best option you found and was it you address/Eircode that they used in the end?

glen123 · 07-11-2017 11:46PM

In my case, I was lucky with their customer service first time. Haven't had a landline in years. Rang Eir, gave them my Eircode. They confirmed FTTP was available. I advised I didn't have a landline and that I didn't need one. The lady I spoke to said it was fine and I also got an email confirming the order 5min after the call.
So basically, Eircode alone should be enough. If somebody in Eir says otherwise, keep trying until you come across a person that knows what they are talking about.

Turfwarrior · 08-11-2017 12:27AM

sean72 wrote: »

Thanks for that. Really helpful and the number. How did they actually confirm you could get FTTH without the phone number in the end. Every conversation I’m having with them is certred around the number. My area is not fully active but when it is I want the quickest way to proceed. Is the number you provided the best option you found and was it you address/Eircode that they used in the end?

Lorraine just used my Eircode and I said w wanted to order standalone 150mb Extreme broadband, her reply was no problem.
You just have to keep trying, I know its very frustrating and time consuming but don't let them insist that you need to install a telephone line if you don't want one. I was in your boat and I know its tempting to jump overboard but stick with it..if its available in your area you just need the right person on the other end of the phone.

BTW neighbours install kn employee said they would I stall in an attic and enter your attic but my installer would do neither but I done the attic run so it didn't matter..so the install seems to differ from person to person also

bfa1509 · 08-11-2017 01:31AM

Turfwarrior wrote: »

Word of warning as has been stated here before with dealing with eir sales...they don't understand half of their own products. I missed the door to door sales and rang eir shop in maynooth and was told I could order FTTH, took morning off work to go in and sign on the dotted line only to be told by a different member of staff that it can't be ordered??! What was the eir door to door guy selling? Was it AIR as opposed to EIR!?

This is very much typical of the service I have been getting from eir too. Unfortunately, I still haven't been connected.

I have had a much better experience dealing with vodafone and they will soon be offering packages on the Openeir infrastructure (as opposed to SIRO as was initially planned). It appears they only offer 18 month contracts though, which I really hate.

ED E · 08-11-2017 03:24AM

Real work: Open Eir
Consumer side: Eir
Shops: Contractor A
Door to Door: Contractor B
Telesales: Contractor C

Expecting a co-ordinated response is probably a little too much (not condoning the system)

Gwynston · 08-11-2017 10:46AM

ED E wrote: »

Real work: Open Eir
Consumer side: Eir
Shops: Contractor A
Door to Door: Contractor B
Telesales: Contractor C

Also add:

Separate 'Eir' customer Service: Contractor D

A lot of the time you get answered by a call centre in India (by the sound of it) and they seem to know even less than the Irish staff. I find this the case especially with Online Chat service - most of the time the Indian responders simply give up and ask you to call the regular helpline number.

ED E · 08-11-2017 02:12PM

They're all Dublin, and one company. An Indian one.

long_b · 08-11-2017 04:33PM

Please stop calling it FTTP.
I know it's exactly the same thing but it's known as FTTH

KeRbDoG · 08-11-2017 05:00PM

long_b wrote: »

Please stop calling it FTTP.
I know it's exactly the same thing but it's known as FTTH

Wow, I never knew there was that many sub-categories of FTTP

long_b · 08-11-2017 08:11PM

KeRbDoG wrote: »

Wow, I never knew there was that many sub-categories of FTTP

I stand corrected... and now want FTTD

glen123 · 08-11-2017 08:25PM

long_b wrote: »

Please stop calling it FTTP.
I know it's exactly the same thing but it's known as FTTH

It's FTTH of course - sorry. Typo:)

Marlow · 08-11-2017 10:40PM

glen123 wrote: »

It's FTTH of course - sorry. Typo:)

You need that keyboard replaced. It really has too much Murphys law build in.

/M

glen123 · 09-11-2017 12:31AM

Marlow wrote: »

You need that keyboard replaced. It really has too much Murphys law build in.

/M

Give me at least some credit for not calling FTP))

thehorse · 09-11-2017 09:58AM

What’s the process for upgrading an exchange so it can provide 1000mb fibre?
Forget about the running of ftth , im just asking specifically about the exchange piece
Thx

sean72 · 09-11-2017 10:51AM

Well this morning I was able to place my order via the Eir website but only for up to 50mb/s ..... When I first knew I was on the roll out I was dreaming of 1000mb/s speeds .... anyway on the positive side I have a bundle that includes landline and cost 5 euro more than I am currently paying for landline alone. Plus my current wireless cost 85 euro per month. A saving of 80 euro ..... loads for Netflix and the like.

Roll out the upgrade to actual fibre in the next decade.

Falcon L · 09-11-2017 10:52AM

Quick question for anyone that got FTTH via a dropwire from a pole. How thick is the cable? Using a standard pencil as a guage... bigger? Smaller?

Or if someone can run a caliper over it?

addict · 09-11-2017 11:05AM

Falcon L wrote: »

Quick question for anyone that got FTTH via a dropwire from a pole. How thick is the cable? Using a standard pencil as a guage... bigger? Smaller?

Or if someone can run a caliper over it?

2mmX3mm it’s that small I wonder how it’s going to stand a good Irish winter and KN lads wonder themselves about it

Eir rural FTTH thread

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