Major Cable Fault on Bitstream

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As a followup to my as yet unresolved BT 3Mbps SNAILBAND problems I rang BT TS today who promised to try and find out what the delay was and ring me back.

In the meantime I thought I’d try Eircon Customer Service and after 30 mins listening to ‘your call is important please hold for the next available agent’ a most unusual thing happened. I got through to a live Eircon customer service agent who told me the line fault logged over 2 weeks ago was ‘part of a major cable fault’. After a little wait while she consulted with someone who might know more about it I was informed that some work had been done and it was being monitored to see if it had been repaired?

Amazing I thought if it was fixed it should be apparent to users immediately, obviously not!

I asked if the problem was local to my exchange area in Cork and was informed ‘No it’s more widespread than that’. I would just have to wait, put up with a SNAILBAND service until the problem is fixed and they have no idea how long this will be.

What really disappoints me is that news of this ‘major cable problem’ is not in the public domain. A lot of forum members have contributed a lot of time and expertise trying to suggest possible reasons and solutions for the SNAILBAND performance of the Eircon Bitstream product when all the while it was Eircon’s fault.

While I’m not happy about the lengthy wait for Eircon to fix the problem I do understand that technical faults happen and take time to fix. However, what I really object to is not being kept informed. What’s more Eircon don’t even have the courtesy to tell their wholesale business partners.

I then got a callback from BT TS and while he agreed the fault was outstanding far too long he had no news for me because Eircon had not reported back any information. He was surprised to hear about the Eircon Bitstream major cable fault but nonetheless all he could do was to escalate the fault report to his BT TS supervisor.

A short while later I received a call from a BT TS supervisor enquiring about the Eircon major cable fault, she didn’t know about it and wanted to take the matter up with her section head. When I expressed dissatisfaction with the lack of information I was told it is a constant battle for BT to get information from Eircon.

One thing to come out of this is that Eircon will not encourage me to return to them by such tactics and I have now clearly decided that as soon as LLU happens [I have to believe it will eventually] Eircon will not see any business from me ever.


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