Eircoms Complaints Procedure & More!

If you have an issue with eircoms phone or Broadband service and you feel your getting no where through the standard channels you may want to make a complaint.

Please remember at all times to remain calm and civil when talking to Eircom & Comreg employees

You can send your complaint by email (see eircom.ie). To ensure your complaint is effectively resolved, please ensure you specify the cause of your complaint and provide your eircom account number (located at the top of your bill).
By letter

If you prefer to put the complaint in writing, you can send it to the following address:

eircom Customer Care,
5th Floor,
Telephone House,
Marlborough Street,
Dublin 1.
By fax

If you wish to send Eircom your letter of complaint by fax, you may fax Eircom on 1800 200 480.
By phone

You can contact Eircoms Customer Care team directly on freefone 1800 200 481, 9am - 5.30 pm (Mon - Fri) where you can speak to one of Eircoms Customer Care Executives and register your complaint.

The Customer Care Executive will provide his / her own name and provide you with your unique reference number and acknowledge your complaint on the phone.

Eircom's aim is to resolve your complaint to your complete satisfaction. Our Customer Care Executive will resolve your complaint as quickly as possible, preferably during your phone call. If this is not possible we will inform you of the length of time we expect it to take to investigate and resolve the complaint.

Make sure will all above process that you get a reference number for your complaint, if you find after the period Eircom stated your complaint would be resolve or you find its still ongoing after about 14 working days you may go to Comreg by emailing consumerline@comreg.ie while also :

a) including your Eircom reference
b) request a comreg complaints reference number

Go from their then.

If any details are incorrect or need to be removed etc please e-mail info[AT]eircomsucks.com

True ADSL choice....your kidding me right?

So who exactly re-sells Eircom Wholesales Bit-Stream ADSL product, well here's a short list: (if I'm missing anyone drop me a e-mail)

- Eircom Retail
- BT
- Imagine
- Perlico
- Vodafone
- UTV
- TalkTalk
- Digiweb
- Irish Broadband
- IFA Telecom

Some of these providers also may have their own LLU (Local Loop Unbundled) ADSL or ADSL2+ services but you'll find that the vast majority of their home/consumer ADSL services are likely provided via Eircom Wholesales offering.

This is often all new to some people and it really shows how limited true choice for a different ADSL package in Ireland really is, especially when compared to the packages that the likes of a true LLU provider like Smart Telecom provide.

In short you'll find that basically all the package the above providers provide are more or less the same...yet another reason why Eircom Sucks!

No Surprise! Dial-up still "popular" in Ireland

This is honestly no surprise, its nothing to do with people choosing dialup over Broadband and its more to do with people have NO CHOICE when it comes to using dialup over Broadband because they just can't get Broadband!

Its certainly not popular...popular is used incorrectly its more to do with no other available internet access for most people.

Discussed on Ireland Off-Line forum on boards.ie

Taken from: http://www.enn.ie/article/10124572.html

Some 35 percent of Irish internet users go online using a dial-up connection, far higher than the European average of just 12 percent.

That's according to the European Commission's 'E-communications Household Survey', which shows that although Ireland's PC penetration rate (58 percent) and internet penetration rate (49 percent) are on a par with the average European rate, our broadband take-up still lags behind. Broadband penetration in Ireland stands at 20 percent, well below the European average of 36 percent.

Eircom's Official Reponse to delays on 8MB Upgrades.

It seems Eircom Press Office is running overtime using templates when people send them e-mails querying the 8MB Upgrade delay.

Here's their response:


Sections in brackets are removed or advising.

The speed upgrades have been taking place on a phased basis over the last number of months and will continue throughout the next 6 to 8 weeks. We have extended the list of exchanges that will be upgraded which has naturally had an impact on our date for completion of all upgrades.

If your telephone line is connected to the (EXCHANGE NAME HERE) exchange, then speed increases on the eircom 2Mb broadband product and the eircom 3Mb broadband product will come into effect in this exchange in the next 6 to 8 weeks.

The speed upgrades for these specific products will apply to all telephone exchanges nationwide for customers whose telephone line qualifies for these speeds. The 2Mb product will be upgraded to 3Mb and the 3Mb product will be upgraded to 7.6Mb. The 3Mb broadband product upgrade to 7.6Mb will not utilise ADSL2+ technology.

(THE BELOW SECTION DEPENDS ON YOUR EXCHANGE BEING ENABLED FOR ADSL2+)

The (EXCHANGE NAME HERE) exchange was ADSL2+ enabled last month. Customers served on this exchange who wish to avail of our 12Mb product, and whose telephone line qualifies, can contact our broadband customer service team on 1800 242 558 to place an order.

Best Regards

Press Officer

So lets hold Eircom to their word, I expect to see 8MB speeds available to Eircom and Eircom Wholesale customers in 6-8 weeks.

Eircom's old ADSL mouse compaign

Anyone remember this?
"Turn your mouse into a super mouse!"

Well back in 2001 when ADSL basically didn't hardly exist anywhere in towns up and down Ireland a number of people created errorcom.com (no longer exists) and they also created errorcom t-shirts.



I've done abit of historical searching and found a picture of one of the suggested designs, from what I'm aware the t-shirts were never made or sold due to legal reasons....its also worth noting that eircom shutdown errorcom.com and eircon.org...both satire sites.

Its sad to see that still ADSL availability and line pass rates are still poor for people outside large towns and citys through-out Ireland...especially compared to the UK.

Re-Design

Its been a few years now since this site started and I felt with the recent renewed interest in Eircom with regards to its delayed speed upgrades to upto 8MB it was time to bring the website back to life and get people talking about why we continue to put up with poor Broadband availability throughout Ireland (via DSL) and slow Broadband speeds when compared to other European country's.

Hope everyone likes the new look and everyone keeps discussing Eircom's issues either on this site or Boards.ie's Broadband Forum.

Eircom delay 8MB speed upgrade and piss off their customers!

Back in January 2008 Eircom announced they'd be upgrading many exchanges in Ireland to upto 8MB speeds:

Retail broadband customers will continue to pay the same monthly fee and will receive the speed upgrades free of charge, while today’s announcement will provide lower wholesale broadband prices.

eircom will now offer broadband products with download speeds that range from 1Mb up to 12Mb per second. The speed upgrades and new products will be introduced on a phased basis over the coming months.

They also advised that final dates for each exchange would be finalized between January and June 2008, well at the end of June 2008 they announced these would be delayed until a as of yet unconfirmed date.

For all those people on Eircom and stuck using Eircom Wholesale Bit-Stream resellers (UTV, Perlico, BT (for the most part), Vodafone etc this is yet another reason why Eircom sucks!

On the other scale of things UPC (NTL/Chorus) recently announced packages of upto 20MB speeds which they've already began rolling out to customers....no set cap either (includes a Fair Usage Policy I'd imagine though).

Perhaps this will force Eircom into spending money on ADSL2+ who knows, I guess time will tell.

Any further comments on this delay from Eircom customers or employee's are welcome.

Three (Ireland) also suck!

Yes thats right people, Eircom isn't the only telecoms company that can suck in Ireland.

From the stories from customers on boards.ie it seems Three (Ireland) really sucks at the moment and there not dealing with customer complaints in a way that a company should be.

Further info on this is available on a newly setup website by unhappy Three customers, www.3broadband.info and boards.ie

There at it again!

Taken from enn.ie

Eircom is preparing to apply for an increase in its monthly line-rental charge before the end of the year, company insiders have said. If granted, Eircom customers will be forced to pay higher telephone bills. The company will argue that it needs to raise the line rental charge -- the first increase since February 2004 -- by at least the rate of inflation because wage inflation and other costs are accelerating at a faster rate.

So their at it again, as if €24.18 wasn't enough considering we're already paying the highest in Europe and 50% higher then the EU average!
This is why Eircom Sucks!

Residents wait over a year for phonelines!

It would appear that Eircom are doing a great job providing services to new customers just outside Cork City......see the story below.

Its worth noting that because eircom is installing an RSU (Remote Subscriber Unit) in order to provide these people with a phone service, these people won't be able to receive ADSL over their phone line anytime soon as eircom don't enable RSU's for Broadband.

"RESIDENTS of a luxury housing development have put out a distress call after being left hanging on the line for a year for their Eircom telephones.

The hi-spec homes in an upmarket estate outside Cork City have five bedrooms, landscaped gardens, CCTV security, central vacuum systems, whirlpool baths and satellite and internet capability, but all their owners want is a humble land line.

Despite repeated queries and pleas to Eircom to get them connected, however, all they have heard from the phone company is “we’re busy, please hold”.

To make matters more frustrating, neighbours who moved in to the first 40 homes in the Heatherfield estate at Waterfall, which went on sale two years ago at €630,000 each, were hooked up without delay, leaving the final phase of 16 houses in a communications wilderness.

“It’s like Eircom have gone away and forgotten about us only we know they can’t have forgotten because we keep reminding them,” said Celine O’Donoghue, who moved in last December.

“The irony is, Eircom said I could keep my old number when I moved, which I thought would be very handy but a number’s not much good to me without a phone.”

Eircom claims to be able to connect up new owners of existing homes in as little as one day where a phone line is already in place. Its promotional literature continues: “If your new home doesn’t have a working telephone line, your connection will take approximately up to 20 working days (or longer in some cases during promotional periods) for your Eircom phone line to be fully activated.”

Company spokesman Paul Bradley said that in practice, about 70% of phone lines requiring field work were completed within 28 days. He said of Heatherfield: “It’s an unusual case.

“The first part of the estate was provided by telephone lines that came from the original exchange. As the next phase of the estate was built, it required more lines which necessitated the installation of an RSU, a small local exchange,” he said. “This is in the process of being built. We’re looking at September at this stage.”

Residents rejected the explanation given the small scale of the work involved and said they had already been given different timelines ranging from next October to another six months."