Getting an old tenants line cancelled

kiddums

I moved in to a new place on the 1st. I've tried to bring my current contract with me, but they cant as the line is still in use.
Spoke to the old tenants, they schedules the line to be cancelled on the 31st of July, and phoned up again on Friday to do it again. I still have a dial tone, and I'm still being told that Eircom is the provider.
Tenants moved their connection to a new place, and are  currently using it.

Why are Eircom holding the line still? I'm paying for a service I can't use as Eircom wont free the line.
When will this line be freed up for me to use?

eircom: Alan

kiddums wrote: »

I moved in to a new place on the 1st. I've tried to bring my current contract with me, but they cant as the line is still in use.
Spoke to the old tenants, they schedules the line to be cancelled on the 31st of July, and phoned up again on Friday to do it again. I still have a dial tone, and I'm still being told that Eircom is the provider.
Tenants moved their connection to a new place, and are  currently using it.

Why are Eircom holding the line still? I'm paying for a service I can't use as Eircom wont free the line.
When will this line be freed up for me to use?

Hi kiddums

Sorry to hear this, please feel free to PM me the address and phone number in question and I'll look in to this further

Thanks
Al

kiddums

I just PM'd you there Alan.
I hope you can get this sorted soon.

eircom: Alan

kiddums wrote: »

I just PM'd you there Alan.
I hope you can get this sorted soon.

Hi Kiddums

I can confirm that service at that address has just been finally ceased down today (this morning)

Thanks
Al

kiddums

eircom: Alan wrote: »

kiddums wrote: »

I just PM'd you there Alan.
I hope you can get this sorted soon.

Hi Kiddums

I can confirm that service at that address has just been finally ceased down today (this morning)

Thanks
Al

Oh, thanks.
I checked the line before I left this morning and it was still active. Must have changed after that.

Thanks Alan.

eircom: Alan

kiddums wrote: »

eircom: Alan wrote: »

kiddums wrote: »

I just PM'd you there Alan.
I hope you can get this sorted soon.

Hi Kiddums

I can confirm that service at that address has just been finally ceased down today (this morning)

Thanks
Al

Oh, thanks.
I checked the line before I left this morning and it was still active. Must have changed after that.

Thanks Alan.

No problem at all kiddums

Al

kiddums

So I just spoke to my provider, they cannot see the address on their system.

Does this take time to process or something? Bearing in mind this was originally scheduled to be cancelled on the 31st of July, so it has had 10 days to process already.

eircom: Alan

kiddums wrote: »

So I just spoke to my provider, they cannot see the address on their system.

Does this take time to process or something? Bearing in mind this was originally scheduled to be cancelled on the 31st of July, so it has had 10 days to process already.

Hi kiddums

I can't speak for the other provider but the account is most certainly closed down. As it was closed today I suspect it may take 24hrs to reflect on their systems but that a guess.

Thanks
Al

kiddums

So to be clear, an account that was scheduled to be closed on the 31st, requested to be closed again on the 7th, was closed on the 10th, and can take 24 hours to show up for other providers.
So I'm going to be without broadband for more than half the month, and I'm paying for it?
I'll need an engineer out to install it, which will take a while to schedule. I can't do that till they can find the address, which they can't find yet?
If they can see it tomorrow morning I'll be lucky to get it sorted by this weekend, and I can only get installs at weekends.


My Eircom experience: Friendly staff, terrible business. And I'm not even a customer.

I'm willing to bet if I was an Eircom customer I'd have all this sorted by now.

SpaceTime

OP: One thing to note is that eircom don't remove the dial tone when the close an account.
The service is just suspended and the exchange will not allow calls to be made. 

You'll either get an announcement or an invalid number tone (depending on the software/hardware on the local exchange).

If you dial 199000, the exchange will read back the phone number associated with that line.

Call that number it reads out from your mobile and see if it's valid. If you get a wrong number tone / invalid number message - the line's dead.

If it rings, and your phone rings in the house, the line's still active.

You can also use the number as a reference so that Eircom can look up the address.

If you're still having issues, get onto the person who moved out. It's quite possible that whoever they were with eircom retail (or someone else) may not have wound up the account properly.

kiddums

SpaceTime wrote: »

OP: One thing to note is that eircom don't remove the dial tone when the close an account.
The service is just suspended and the exchange will not allow calls to be made. 

You'll either get an announcement or an invalid number tone (depending on the software/hardware on the local exchange).

If you dial 199000 it will read back the phone number on the line.
Call that number from your mobile and see if it's valid.

You can also use the number as a reference so that Eircom can look up the address.

Alan has already confirmed that the account is closed.

I'll be checking the line, 199000 & 19800 when I get home.

eircom: Alan

SpaceTime wrote: »

OP: One thing to note is that eircom don't remove the dial tone when the close an account.
The service is just suspended and the exchange will not allow calls to be made. 

You'll either get an announcement or an invalid number tone (depending on the software/hardware on the local exchange).

If you dial 199000, the exchange will read back the phone number associated with that line.

Call that number it reads out from your mobile and see if it's valid. If you get a wrong number tone / invalid number message - the line's dead.

If it rings, and your phone rings in the house, the line's still active.

You can also use the number as a reference so that Eircom can look up the address.

Excellent advice SpaceTime

Cheers

Al

SpaceTime

kiddums wrote: »

SpaceTime wrote: »

OP: One thing to note is that eircom don't remove the dial tone when the close an account.
The service is just suspended and the exchange will not allow calls to be made. 

You'll either get an announcement or an invalid number tone (depending on the software/hardware on the local exchange).

If you dial 199000 it will read back the phone number on the line.
Call that number from your mobile and see if it's valid.

You can also use the number as a reference so that Eircom can look up the address.

Alan has already confirmed that the account is closed.

I'll be checking the line, 199000 & 19800 when I get home.

Just another note: if you're on certain exchanges 19800 will keep saying "your calls are handled by eircom" regardless of who the previous provider was.

We were up in the Northwest for a while and we were with Vodafone and I thought things hadn't been setup right as anytime I checked the 19800 number it said "Your calls are with Eircom". 

It was down to how the calls were routed in the region. The announcement system didn't seem to know what was going on but our calls were definitely going through Vodafone! 

From what I gather, it's some legacy workaround where other operators might be using eircom wholesale to route calls on remote exchanges to a larger exchange where they're actually handed over.

kiddums

I didn't realize that. I know Eircom were the previous provider in this case as the previous tenants had eVision.

I'm in the northwest so I could be getting that.

Doesn't change the fact that my provider cannot see the now cancelled line.

SpaceTime

kiddums wrote: »

I didn't realize that. I know Eircom were the previous provider in this case as the previous tenants had eVision.

I'm in the northwest so I could be getting that.

Doesn't change the fact that my provider cannot see the now cancelled line.

If they had evision, they're DEFINITELY with eircom as you can't get that on its own.

It sounds like there's some outstanding issue / minimum contract or something.

You'd need to contact the previous tenant and get them to sort it out tbh.

If you figure out when efibre launched in your area, then you might get some sense of whether the contract was likely to be wound up... evision isn't even around 12 months in a lot of areas ...

kiddums

SpaceTime wrote: »

kiddums wrote: »

I didn't realize that. I know Eircom were the previous provider in this case as the previous tenants had eVision.

I'm in the northwest so I could be getting that.

Doesn't change the fact that my provider cannot see the now cancelled line.

If they had evision, they're DEFINITELY with eircom as you can't get that on its own.

It sounds like there's some outstanding issue / minimum contract or something.

You'd need to contact the previous tenant and get them to sort it out tbh.

If you figure out when efibre launched in your area, then you might get some sense of whether the contract was likely to be wound up... evision isn't even around 12 months in a lot of areas ...

Alan has already looked into this and confirmed the account was closed this morning.

My issue is that it has taken 10 days so far, and I have to wait another 24 hours at least, to just start the paperwork side of it.
I'll still have to wait for an install then, which could take another week or more.

eircom: Alan wrote: »

kiddums wrote: »

So I just spoke to my provider, they cannot see the address on their system.

Does this take time to process or something? Bearing in mind this was originally scheduled to be cancelled on the 31st of July, so it has had 10 days to process already.

Hi kiddums

I can't speak for the other provider but the account is most certainly closed down. As it was closed today I suspect it may take 24hrs to reflect on their systems but that a guess.

Thanks
Al

SpaceTime

Ah it most likely won't take them that long in my experience of it anyway. 

I'd say the hold up was on the cancellation of the previous account.
If it was still in a minimum term, the previous tenant would have had to pay it up and close it. So that might have taken a while.

Sounds like efibre's already active on your line, so it's most likely just a case of plugging in the equipment. There's no 'installation' really to do really as everything would be already setup at the local cabinet.

kiddums

Its not that the previous account was completely cancelled, they moved it to their new address. It just needed cancelled at this address.
That part of the process took 10 days.

I'm hoping that works, but I still need to wait for my provider to find the address, get the change made at their end, and they insist on an install as its fibre, which I currently don't have.

eircom: Alan

kiddums wrote: »

Its not that the previous account was completely cancelled, they moved it to their new address. It just needed cancelled at this address.
That part of the process took 10 days.

I'm hoping that works, but I still need to wait for my provider to find the address, get the change made at their end, and they insist on an install as its fibre, which I currently don't have.

Hi kiddums

The line is closed physically and for billing purposes - I can see there is nothing stopping a new connection now.

Thanks
Al

kiddums

eircom: Alan wrote: »

kiddums wrote: »

Its not that the previous account was completely cancelled, they moved it to their new address. It just needed cancelled at this address.
That part of the process took 10 days.

I'm hoping that works, but I still need to wait for my provider to find the address, get the change made at their end, and they insist on an install as its fibre, which I currently don't have.

Hi kiddums

The line is closed physically and for billing purposes - I can see there is nothing stopping a new connection now.

Thanks
Al

So there is no reason at all that my provider shouldn't be able to see my address?

I am also curious as to why this took 10 days to close?

eircom: Alan

kiddums wrote: »

eircom: Alan wrote: »

kiddums wrote: »

Its not that the previous account was completely cancelled, they moved it to their new address. It just needed cancelled at this address.
That part of the process took 10 days.

I'm hoping that works, but I still need to wait for my provider to find the address, get the change made at their end, and they insist on an install as its fibre, which I currently don't have.

Hi kiddums

The line is closed physically and for billing purposes - I can see there is nothing stopping a new connection now.

Thanks
Al

So there is no reason at all that my provider shouldn't be able to see my address?

I am also curious as to why this took 10 days to close?

Hi kiddums

As I mentioned There is no reason why your provider can't see your address - it's very clear there is no active service there anymore.

I cannot see why it took 10 days but I can see that it had been completely closed this morning

Al