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Eircom Non Standard Order/Customer Charter Ignorance

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  • 08-11-2012 5:03pm
    #1
    karenmagoo
    Registered Users Posts: 4 ✭


    Removed


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    #2
    keithclancy
    Registered Users Posts: 9,208 ✭✭✭keithclancy


    karenmagoo wrote: »
    I have been waiting for a phoneline and broadband since June. Mark in eircom kindly is setting up broadband for me at the moment. I rang their customer charter dept to see about compensation for being out of pocket for over 2 months (I can work from home) on car diesel. I was told my phone line was a NON STANDARD order. I was NEVER told this, I only needed a pole, which we offered to install ourselves but eircom wouldn't let us (I can see why now). Has anyone ever had a NON STANDARD order? Or indeed ever dealt with their charter department, which by the way is not online i.e. what is their customer charter? Has anyone a copy of it? If they do please PM me it!

    Consumer broadband has no SLA or Underpinning contract hence there is no compensation in the circumstances you describe.

    Non Standard order afaik is when theres something beyond line activation (in your case, installation of infrastructure for a telephone line)

    Its not possible to install telephone infrastructure yourself (and IMO its a really bad idea, e.g. what if it falls over and kills someone)


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    #3
    Cabaal
    Moderators, Technology & Internet Moderators, Regional South East Moderators Posts: 28,497 Mod ✭✭✭✭Cabaal


    OP, you won't get compensation for the delay in installing the line to your premises, end of,

    You are also wasting your time going on about installing your own pole, they won't allow it,

    May I suggest asking a mod to move this thread to the eircom forum as eircom would be better suited to answering your query


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    #4
    Sponge Bob
    Banned (with Prison Access) Posts: 25,234 ✭✭✭✭Sponge Bob


    They certainly have 6 months to complete the install if not a whole year. You might find them to be in breach of the USO regulations thereafter...the customer charter is pretty much meaningless.

    While 4 - 5 months is bad it was often well over a year duing the building bubble.


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    #5
    karenmagoo
    Registered Users Posts: 4 ✭karenmagoo


    HI - Thanks for all your help. As requested by Caball I shall remove this to eircom's forum. I can't understand how a company does not have an SLA, especially a national service provider. It's insane and very Irish. In response to Keith I wasn't going to install the pole personally but pay to have it professionally installed by a specialist company.
    Thanks again.


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    #6
    Sponge Bob
    Banned (with Prison Access) Posts: 25,234 ✭✭✭✭Sponge Bob


    I still think people should put their own cable duct underground to the public road. 50mm Hydrodaire black water pipe will do. Then you are ready to pull in fibre in future, non????


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    #7
    eircom: Tony
    Closed Accounts Posts: 2,226 ✭✭✭eircom: Tony


    karenmagoo wrote: »
    HI - Thanks for all your help. As requested by Caball I shall remove this to eircom's forum. I can't understand how a company does not have an SLA, especially a national service provider. It's insane and very Irish. In response to Keith I wasn't going to install the pole personally but pay to have it professionally installed by a specialist company.
    Thanks again.

    Hi karenmagoo
    I will have this looked into. I cannot promise to affect a different outcome here, but will certainly do my best. I should be back to you by Wednesday this week.
    Tony


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