Phone/Broadband service down........

Jomcc

Hi,
I reported a fault in out service on 16th March (which I think was due to a contractor cutting hedges). I had a call from engineer on following day asking where problem was. I explained.
 As there was no sign signal coming back, I phoned on Wed and got message saying that it would be sorted within 4 days. I phoned again on Monday and was told by someone that it will not be looked at until 3rd March. I asked politely what is story regarding credit for my rental etc. I was told very abruptly that it was a third party fault and it's not Eir's problem.
  Luckily I hadn't moved everything such as TV to Eir. I was just about to do so.

 Should I get some credit for no service for at least 2 weeks(including kids mid-term break:-(?

 

eir: Alan

Jomcc wrote: »

Hi,
I reported a fault in out service on 16th March (which I think was due to a contractor cutting hedges). I had a call from engineer on following day asking where problem was. I explained.
 As there was no sign signal coming back, I phoned on Wed and got message saying that it would be sorted within 4 days. I phoned again on Monday and was told by someone that it will not be looked at until 3rd March. I asked politely what is story regarding credit for my rental etc. I was told very abruptly that it was a third party fault and it's not Eir's problem.
  Luckily I hadn't moved everything such as TV to Eir. I was just about to do so.

 Should I get some credit for no service for at least 2 weeks(including kids mid-term break:-(?

 

Hi Jomcc

There is an obligation for eir to compensate in regards to delays in restoring service however when damage was caused by a third party eir do not compensate. This condition is approved and supported by the communications regulation authority (comreg) and details of which can be found here:  http://www.askcomreg.ie/tell_us/universal_service_obligation___what_it_means_for_your_phone_service.264.LE.asp where it specifically states:


Customer Service Guarantee
eircom operates a customer service guarantee. The service guarantee states that where eircom does not meet targets in relation to installation and fault repair customers may be entitled to a rebate as follows:

Installation: if eircom fails to install a line within 10 working days of eircom agreement to do so the customer can claim a credit of two months free line rental.

The rebate refers to PSTN installation only.

Repair: if eircom fails to clear faults within 2 working days customers can claim the equivalent of two months line rental.

The eircom rebate refers to PSTN fault repairs only and it does not apply in the circumstances outlined below:

• Extreme weather conditions (eg storm, lightening, flooding)
• Serious damage to telecommunications equipment caused by a third party
• When a customer is unavailable to have their fault repaired in two working days
• When the customer agrees to an appointment date in excess of two working days
• If the fault is diagnosed as a non-fault (e.g. line working when tested, fault not in eircom’s network)
• Where a replacement telephone is dispatched by post
• Internal wiring and teleccommunication equipment within the customer premises or a third party property
  

[*]


Unfortunately longer delays will be expected in the event of a line cut.


Thanks
Al

Jomcc

eir: Alan wrote: »

Jomcc wrote: »

Hi,
I reported a fault in out service on 16th March (which I think was due to a contractor cutting hedges). I had a call from engineer on following day asking where problem was. I explained.
 As there was no sign signal coming back, I phoned on Wed and got message saying that it would be sorted within 4 days. I phoned again on Monday and was told by someone that it will not be looked at until 3rd March. I asked politely what is story regarding credit for my rental etc. I was told very abruptly that it was a third party fault and it's not Eir's problem.
  Luckily I hadn't moved everything such as TV to Eir. I was just about to do so.

 Should I get some credit for no service for at least 2 weeks(including kids mid-term break:-(?

 

Hi Jomcc

There is an obligation for eir to compensate in regards to delays in restoring service however when damage was caused by a third party eir do not compensate. This condition is approved and supported by the communications regulation authority (comreg) and details of which can be found here:  http://www.askcomreg.ie/tell_us/universal_service_obligation___what_it_means_for_your_phone_service.264.LE.asp where it specifically states:


Customer Service Guarantee
eircom operates a customer service guarantee. The service guarantee states that where eircom does not meet targets in relation to installation and fault repair customers may be entitled to a rebate as follows:

Installation: if eircom fails to install a line within 10 working days of eircom agreement to do so the customer can claim a credit of two months free line rental.

The rebate refers to PSTN installation only.

Repair: if eircom fails to clear faults within 2 working days customers can claim the equivalent of two months line rental.

The eircom rebate refers to PSTN fault repairs only and it does not apply in the circumstances outlined below:

• Extreme weather conditions (eg storm, lightening, flooding)
• Serious damage to telecommunications equipment caused by a third party
• When a customer is unavailable to have their fault repaired in two working days
• When the customer agrees to an appointment date in excess of two working days
• If the fault is diagnosed as a non-fault (e.g. line working when tested, fault not in eircom’s network)
• Where a replacement telephone is dispatched by post
• Internal wiring and teleccommunication equipment within the customer premises or a third party property
  
  
  

[*]


Unfortunately longer delays will be expected in the event of a line cut.


Thanks
Al

[*]
Thanks Al,

Does the fact that the line was just left running on the hedge.........not on poles, not underground make any difference to this get out clause? It was obviously installed as a temporary job years ago but was never corrected. While it was a third party who cut the wire, surely he shouldn't have been expected to find phone wires in the hedge. I recon the delay in the repair is due to fact that poles will have to be erected or trench dug.
At this stage should I contact comreg with photos showing the wire running through the hedge?

eir: Alan

Jomcc wrote: »

eir: Alan wrote: »

Jomcc wrote: »

Hi,
I reported a fault in out service on 16th March (which I think was due to a contractor cutting hedges). I had a call from engineer on following day asking where problem was. I explained.
 As there was no sign signal coming back, I phoned on Wed and got message saying that it would be sorted within 4 days. I phoned again on Monday and was told by someone that it will not be looked at until 3rd March. I asked politely what is story regarding credit for my rental etc. I was told very abruptly that it was a third party fault and it's not Eir's problem.
  Luckily I hadn't moved everything such as TV to Eir. I was just about to do so.

 Should I get some credit for no service for at least 2 weeks(including kids mid-term break:-(?

 

Hi Jomcc

There is an obligation for eir to compensate in regards to delays in restoring service however when damage was caused by a third party eir do not compensate. This condition is approved and supported by the communications regulation authority (comreg) and details of which can be found here:  http://www.askcomreg.ie/tell_us/universal_service_obligation___what_it_means_for_your_phone_service.264.LE.asp where it specifically states:


Customer Service Guarantee
eircom operates a customer service guarantee. The service guarantee states that where eircom does not meet targets in relation to installation and fault repair customers may be entitled to a rebate as follows:

Installation: if eircom fails to install a line within 10 working days of eircom agreement to do so the customer can claim a credit of two months free line rental.

The rebate refers to PSTN installation only.

Repair: if eircom fails to clear faults within 2 working days customers can claim the equivalent of two months line rental.

The eircom rebate refers to PSTN fault repairs only and it does not apply in the circumstances outlined below:

• Extreme weather conditions (eg storm, lightening, flooding)
• Serious damage to telecommunications equipment caused by a third party
• When a customer is unavailable to have their fault repaired in two working days
• When the customer agrees to an appointment date in excess of two working days
• If the fault is diagnosed as a non-fault (e.g. line working when tested, fault not in eircom’s network)
• Where a replacement telephone is dispatched by post
• Internal wiring and teleccommunication equipment within the customer premises or a third party property
  
  
  
  
  

[*]


Unfortunately longer delays will be expected in the event of a line cut.


Thanks
Al

[*]
Thanks Al,

Does the fact that the line was just left running on the hedge.........not on poles, not underground make any difference to this get out clause? It was obviously installed as a temporary job years ago but was never corrected. While it was a third party who cut the wire, surely he shouldn't have been expected to find phone wires in the hedge. I recon the delay in the repair is due to fact that poles will have to be erected or trench dug.
At this stage should I contact comreg with photos showing the wire running through the hedge?

[*]
Hi Jomcc

Unfortunately the wire was ultimately cut by a third party and eir will not accept prior conditions as a mitigating factor. You can indeed follow this up with comreg if you wish. Their contact details can be found here: http://www.comreg.ie/licensing_and_services/contact_us.716.1047.html

Thanks
Al

Jomcc

eir: Alan wrote: »

Jomcc wrote: »

eir: Alan wrote: »

Jomcc wrote: »

Hi,
I reported a fault in out service on 16th March (which I think was due to a contractor cutting hedges). I had a call from engineer on following day asking where problem was. I explained.
 As there was no sign signal coming back, I phoned on Wed and got message saying that it would be sorted within 4 days. I phoned again on Monday and was told by someone that it will not be looked at until 3rd March. I asked politely what is story regarding credit for my rental etc. I was told very abruptly that it was a third party fault and it's not Eir's problem.
  Luckily I hadn't moved everything such as TV to Eir. I was just about to do so.

 Should I get some credit for no service for at least 2 weeks(including kids mid-term break:-(?

 

Hi Jomcc

There is an obligation for eir to compensate in regards to delays in restoring service however when damage was caused by a third party eir do not compensate. This condition is approved and supported by the communications regulation authority (comreg) and details of which can be found here:  http://www.askcomreg.ie/tell_us/universal_service_obligation___what_it_means_for_your_phone_service.264.LE.asp where it specifically states:


Customer Service Guarantee
eircom operates a customer service guarantee. The service guarantee states that where eircom does not meet targets in relation to installation and fault repair customers may be entitled to a rebate as follows:

Installation: if eircom fails to install a line within 10 working days of eircom agreement to do so the customer can claim a credit of two months free line rental.

The rebate refers to PSTN installation only.

Repair: if eircom fails to clear faults within 2 working days customers can claim the equivalent of two months line rental.

The eircom rebate refers to PSTN fault repairs only and it does not apply in the circumstances outlined below:

• Extreme weather conditions (eg storm, lightening, flooding)
• Serious damage to telecommunications equipment caused by a third party
• When a customer is unavailable to have their fault repaired in two working days
• When the customer agrees to an appointment date in excess of two working days
• If the fault is diagnosed as a non-fault (e.g. line working when tested, fault not in eircom’s network)
• Where a replacement telephone is dispatched by post
• Internal wiring and teleccommunication equipment within the customer premises or a third party property
  
  
  
  
  
  
  

[*]


Unfortunately longer delays will be expected in the event of a line cut.


Thanks
Al

[*]
Thanks Al,

Does the fact that the line was just left running on the hedge.........not on poles, not underground make any difference to this get out clause? It was obviously installed as a temporary job years ago but was never corrected. While it was a third party who cut the wire, surely he shouldn't have been expected to find phone wires in the hedge. I recon the delay in the repair is due to fact that poles will have to be erected or trench dug.
At this stage should I contact comreg with photos showing the wire running through the hedge?

[*]
Hi Jomcc

Unfortunately the wire was ultimately cut by a third party and eir will not accept prior conditions as a mitigating factor. You can indeed follow this up with comreg if you wish. Their contact details can be found here: http://www.comreg.ie/licensing_and_services/contact_us.716.1047.html

Thanks
Al

[*]
Thanks Al.

eir: Alan

Jomcc wrote: »

eir: Alan wrote: »

Jomcc wrote: »

eir: Alan wrote: »

Jomcc wrote: »

Hi,
I reported a fault in out service on 16th March (which I think was due to a contractor cutting hedges). I had a call from engineer on following day asking where problem was. I explained.
 As there was no sign signal coming back, I phoned on Wed and got message saying that it would be sorted within 4 days. I phoned again on Monday and was told by someone that it will not be looked at until 3rd March. I asked politely what is story regarding credit for my rental etc. I was told very abruptly that it was a third party fault and it's not Eir's problem.
  Luckily I hadn't moved everything such as TV to Eir. I was just about to do so.

 Should I get some credit for no service for at least 2 weeks(including kids mid-term break:-(?

 

Hi Jomcc

There is an obligation for eir to compensate in regards to delays in restoring service however when damage was caused by a third party eir do not compensate. This condition is approved and supported by the communications regulation authority (comreg) and details of which can be found here:  http://www.askcomreg.ie/tell_us/universal_service_obligation___what_it_means_for_your_phone_service.264.LE.asp where it specifically states:


Customer Service Guarantee
eircom operates a customer service guarantee. The service guarantee states that where eircom does not meet targets in relation to installation and fault repair customers may be entitled to a rebate as follows:

Installation: if eircom fails to install a line within 10 working days of eircom agreement to do so the customer can claim a credit of two months free line rental.

The rebate refers to PSTN installation only.

Repair: if eircom fails to clear faults within 2 working days customers can claim the equivalent of two months line rental.

The eircom rebate refers to PSTN fault repairs only and it does not apply in the circumstances outlined below:

• Extreme weather conditions (eg storm, lightening, flooding)
• Serious damage to telecommunications equipment caused by a third party
• When a customer is unavailable to have their fault repaired in two working days
• When the customer agrees to an appointment date in excess of two working days
• If the fault is diagnosed as a non-fault (e.g. line working when tested, fault not in eircom’s network)
• Where a replacement telephone is dispatched by post
• Internal wiring and teleccommunication equipment within the customer premises or a third party property
  
  
  
  
  
  
  
  
  

[*]


Unfortunately longer delays will be expected in the event of a line cut.


Thanks
Al

[*]
Thanks Al,

Does the fact that the line was just left running on the hedge.........not on poles, not underground make any difference to this get out clause? It was obviously installed as a temporary job years ago but was never corrected. While it was a third party who cut the wire, surely he shouldn't have been expected to find phone wires in the hedge. I recon the delay in the repair is due to fact that poles will have to be erected or trench dug.
At this stage should I contact comreg with photos showing the wire running through the hedge?

[*]
Hi Jomcc

Unfortunately the wire was ultimately cut by a third party and eir will not accept prior conditions as a mitigating factor. You can indeed follow this up with comreg if you wish. Their contact details can be found here: http://www.comreg.ie/licensing_and_services/contact_us.716.1047.html

Thanks
Al

[*]
Thanks Al.

[*]
No problem Jomcc

By the way, if you would like to PM me your eir account number I will note your urgency in having this resolved and hopefully this can speed thing up

Al