Trying to order Broadband in Ireland in 2019!

I moved to a new house recently. Broadband always was, and probably always will be one of my most important considerations when moving to a new area. That plus the colour of the water. Don’t ask. So naturally I done some good background checks on internet availability in the new area which included looking at broadband provider coverage and availability maps online, talking to people who lived there already, checking mobile speeds and phone lines etc while house viewing. All of the above suggested that I should have no broadband worries so off I went and agreed to let the property. I actually ordered broadband well before I moved in so that it would be there when I did or very shortly after.

The first thing I did was to use Eir’s very handy (so I thought) “Moving Home Form”. You just put your current and new details in and they handle everything for you. How cool!? I filled it out and awaited confirmation from them that all was proceeding. The suggested wait time was several business days. Fine. I never heard from Eir in relation to this again.

With the failure of the moving home form process and move time fast approaching, I decided to just do a fresh broadband order online with Eir on the 7th January. The process was fairly easy and quick and I got word back fairly quickly that install day would be the 14th January, the day after I planned to move in. I was delighted to get a call to say they could come even sooner than that because the engineer happened to be in the area and had a cancellation of some sort. He came that Thursday and I wasn’t at the address but the install team rang me to say they couldn’t provide the broadband I ordered. They put me on to the engineer to explain more and he told me that I’d ordered “Fibre to the home”, superfast broadband but no actual fibre lines to the house existed. I told him that’s all I was allowed order online and he said I needed to cancel that order and tell them I just wanted normal “Fibre to the cabinet”, phone line broadband instead. That’s when the real fun began..

For most of the next week, I tried to contact Eir and subsequently Vodafone who got similarly confused about the type of broadband available here to explain their error and just order normal broadband. I need to use a bullet list here to explain what happened next there’s so much detail, sorry!

  • Step 1 – I called the Eir customer support number 1901. Except that when you ring on a mobile, like most people probably do these days because they don’t have a landline, it doesn’t work. The robot asks for your account number but as you try to type it in their system presumes you need mobile support and tries to transfer you.
  • Step 2 – I called the sales number mentioned in the order email 1800 303 736. No answer.
  • Step 3 – I messaged the Eir Twitter support account at Twitter.com/eircare. The Twitter guys answered at least but ultimately they refer you to phone support who never answer.
  • Step 4 – I went to an actual Eir phone shop hoping to get some sense out of a real life human, face to face. I explained the problem to “Paul” who done his best to make me feel like a fool for ordering the only broadband product the Eir website let me order. One which wasn’t available in my area despite the Eir website saying it was. He put my address and Eircode in multiple times and ways and into multiple systems to prove that that’s the only broadband I could get. He didn’t seem interested when I told him the engineer was out to check and said there’s no fibre line. Paul was sympathetic to my problems getting in touch with Eir support however and gave me a handful of numbers to try ring. Each one of them failed to answer. The longest I was on hold was 1 hour and 10 minutes one day. Video proof below! That number was actually a Sales number too!??
  • Step 5 – I decided to take Eir Twitter support’s advice and post (as in a letter…lol) in a cancellation request. I done this for both my account at the old address and the new one I just ordered for the new address but havn’t heard anything back re either yet.
  • Step 6 – I said enough is enough and dispensed with Eir altogether as they obviously don’t want or care about customers and switched my attention to Vodafone on the advice of the previous tenant who used them happily. Considering my failure to get in touch with Eir in any way to cancel, I had no option but to just cancel my direct debit with them. I’m sure I’ll hear more about this but I’m ready for ’em!
  • Step 7 – To my initial delight, Vodafone were a hell of a lot cheaper than Eir for the same thing but to my dismay then, they also sold me fibre to the home, which as I’d already found out was not available here. I’m guessing the address/availability system Vodafone use is Eir’s so it’s wrong for both. Probably other providers too. I ordered the only package I was allowed to on the Vodafone site but got a call the next day to say it wasn’t available. Here we go again..
  • Step 8 – I decided, again, to go talk to someone face to face and went into the local Carphone Warehouse store to try sort the Vodafone install issue and the guy there put a manual order through for me for broadband after I explained the issue again. That order seems to have disappeared into the twilight zone. There was no record of it with Vodafone. Maybe it’s for the best as it was a completely different price and contract length to the online order.
  • Step 9 – I contacted Vodafone by phone and web chat which was a hell of a lot quicker and easier than contacting Eir and because of my experience with Eir, I understood the situation and issue fully and was able to explain it very simply to the several different agents, several different times. Nevertheless, they trust their “system” more than actual humans on the scene so they insisted that all I could order was Gigabit, superfast fibre to the home broadband and that the slower “normal” broadband I wanted was not actually available to me.
  • Step 10 – I put another order through on the Vodafone website while web chatting to a support agent. It only let me order the superfast broadband yet again but on the advice of the support guy/girl (never sure with Indian names) I ordered anyway and we agreed that if I got a call to say it wasn’t available again, I should just insist on a site visit. The same support guy tried to sell me the same package I ordered at a different (yes, dearer of course) price than the website too!?

Eir customer support craziness:

So that’s where we’re at now. Waiting on someone from Vodafone to call/visit to actually check what’s available here and install some kind of broadband. Meanwhile I’m trying to run an IT business off my mobile phone hotspot with the phone placed up against the window in the kitchen at the back of the house which through trial and error I’ve found is where the best 4G signal is. But it comes and goes..

So for once the issue is not the availability of decent broadband in Leitrim, I know I can get broadband, I just can’t seem to order it!? It shouldn’t be this hard to order broadband in Ireland in 2019?

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FREE WiFi in Carrick-on-Shannon, Leitrim from Magnet Networks

I attended the launch of the new Magnet Networks provided FREE WiFi service in Carrick-on-Shannon town centre this morning, June 20th. The CEO Mark Kellett and other Magnet representatives were on hand to introduce and explain the new service and it’s benefits and to outline other services that Magnet can provide. Carrick-on-Shannon is the first town in the country to roll out free, no limits public WiFi.

Here’s how it works.

Areas covered:

  • Main Street,
  • Bridge Street,
  • Marina/Boardwalk area,
  • Town Park (Behind Victoria Hall/Beside the Rowing Club).

Access & Speeds:

  • One time free sign up with either Email or Facebook details,
  • Around 6MB up and down,
  • No time limits,
  • No bandwidth limits,
  • Content filtered (Family safe).

Benefits:

  • Local businesses can benefit from Advertising opportunities and usage analytics,
  • The public including town visitors can benefit from fast, free internet,
  • Children and teenagers can remain in touch with parents.

Sponsors

Access Points were kindly supported by the following local businesses:

  • Spice India
  • Leitrim County Council
  • The Bush Hotel
  • Buffalo Boy
  • Carrick-on-Shannon Chamber of Commerce
  • McMahon Opticians
  • Brady Insurance

Photo Gallery:

For more information on Magnet’s services, visit their website – MagnetNetworks.com

Leitrim Creative IT Digital Hub and Office Spaces

Plans are well under way for an exiting new venture for Leitrim Enterprise which will see the construction of new hi-tech office space for businesses in the Creative, Digital or IT sector. The project is supported by Interreg and is a joint effort with Omagh Enterprise. Most of the funding is secured and planning has been approved for a 7/8,000 square foot extension at the front of the existing Leitrim Enterprise offices in Carrick-on-Shannon. Here is an outline, draft list of the proposed features:

Leitrim IT Hub Plans

  • Ultra Hi-Tech facility,
  • 7/8,000 sq ft space,
  • Flexible office space options for up to 50/60 businesses,
  • Flexible leases available,
  • Affordable rents,
  • High Visibility location on the N4,
  • Fiber Broadband connection,
  • Meeting Rooms,
  • Green Buildings,
  • Restaurant.

The buildings are expected to be completed and ready for occupation within 12 to 14 months from now.

For more information or to register your interest in renting office space, contact Joe at Leitrim Enterprise.

3G USB Mobile Broadband Router

The only broadband I’ve been able to get in my current location in Leitrim is O2’s mobile broadband usb dongle which, for the most part has been fine but sharing the connection around the house via LAN or WiFi is tricky. Continue reading 3G USB Mobile Broadband Router

More Broadband Bad News

So , another development in my broadband saga..the whole issue with the local council blocking the erection of a mast that could have given me proper broadband is beside the point now cause the mast has finally gone up but not high enough to get over a tree between it and me! Its confirmed to me that Wireless, line of sight broadband is absolutely pointless in a rural area where there are trees, hills, etc..no one can bloody get it. Roll on WiMax, Mobile and more modern technologies!

Leon.