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Eircom Mark Stedman/Photocall Ireland

Eircom not repairing faults equally - ComReg

The company is said to be repairing its retail faults on average before wholesale faults, which goes against non-discrimination obligations.

EIRCOM HAS BEEN issued with a notification of non-compliance by ComReg for not complying with non-discrimination obligations.

ComReg gave the company five weeks to state its views following the notice.

The non-compliance relates to Eircom’s repairs of retail faults and wholesale faults.

Eircom’s wholesale service serves more than sixty national and international service providers, including O2, Vodafone, Verizon, Imagine and Perlico.

Wholesale involves selling a local loop to operators under a wholesale agreement. The discrimination, according to ComReg, is Eircom dealing with faults on its retail service ahead of its wholesale service.

It said that Eircom was repairing on average a higher percentage of retail faults compared to wholesale faults up to day four of the fault repair process from the notification of the fault to them, from August 2011 – August 2012.

It said that this illustrates that the company was not providing a wholesale service to other authorised operators for fault repair on their single-billing wholesale line rental, according to certain timescales.

ComReg said that after Eircom sends it in its views, if it is of the opinion that it has not complied with its obligations, it may apply to the High Court for an order to make it comply.

Read: 2,000 job cuts sought at Eircom>

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39 Comments
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    Mute Keith Wizzy
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    Dec 27th 2012, 1:44 PM

    Awful company Eircon. It’s customers and shareholders were never a priority since P&T days. If enough walk the Directors may take notice.

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    Mute Colm O'Leary
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    Jul 3rd 2013, 12:55 AM

    They keep phoning me to try to get me to change over to them but then can’t provide the services I get from Vodafone at anything close to the same rates. My stock answer is that I’ll go back to Eircom when hell freezes over. They’ve kept this country in the broadband dark ages and given us a “like it or lump it!” standard of customer service for decades and now they wonder why their customers are leaving in droves? The sooner they’ve gone to the wall the better for the public.

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    Mute Barry
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    Dec 27th 2012, 1:47 PM

    Not surprising to anyone who’s had experience with eircom and other telco’s in Ireland, not surprising at all.

    Eircom don’t want competition in Ireland, they never have and they have fought to control their network just for themselves for years in Ireland.

    Eircom have also fought Comreg at every turn and Comreg as backed down on a number of occastions…mainly due to costs incurred by them!.

    116
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    Mute Ciaran McCann
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    Dec 27th 2012, 2:09 PM

    They are shocking to deal with!! I rang to complain once and I was laughed at by their customer service employee, that’s how shit they are!!

    77
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    Mute Tatjana Kytmannow
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    Dec 27th 2012, 2:18 PM

    You spoke to a real, life, costumer care service agent? I don’t believe it!! I thought they are just fabled, mythical creatures…..

    90
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    Mute Declan Byrne
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    Dec 27th 2012, 1:57 PM

    That is what happens when you privatise a semi state. Where are the people that support privatisation when it goes tits up. There nowhere to be seen.

    69
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    Mute Ger
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    Dec 27th 2012, 2:16 PM

    Not entirely a result of it being privatised, but more HOW it was done. No other former state monopoly in Europe (that I know of) has been as much of a disaster as eircom. Most are in fact far larger, due to expansion or mergers.

    But no one would touch eircom these days. Except Hutchison. Too bad they “undervalued” the company (I think eircom’s board got their prefixes mixed up there).

    34
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    Mute Declan Byrne
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    Dec 27th 2012, 2:26 PM

    @Ger . Privatisation equals asset stripping and profit and selling off again. Customers mean nothing.

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    Mute Ger
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    Dec 27th 2012, 2:42 PM

    They privatised BT, France Télécom, Deutsche Telekom, Telefónica, Sonera etc. successfully. I’m not saying everything should be privatised (railways, roads etc.), just that privatising telecoms can be, and has been done successfully elsewhere.

    I’m not even saying that those companies wouldn’t have been better off in the hands of the State (though I doubt it). Just that they were all privatised and they didn’t descend into oblivion the way eircom has.

    27
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    Mute Keith Wizzy
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    Dec 27th 2012, 2:56 PM

    I’m not always a fan of privatisation but have seen success stories elsewhere as noted. Sure look at Dublin’s ridiculous transport arrangements for Xmas and New Year with the expensive Dublin Bus. In Manchester I could have a choice of getting on the ‘Magic Bus’ for example instead of Statecoach and pay much less with extra services available and throughout the night and every night.

    17
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    Mute Declan Byrne
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    Dec 27th 2012, 6:13 PM

    @Ger . This country is too small for successful privatisation we are a minnow and minnows are usually eaten.

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    Mute Conor Foley
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    Dec 27th 2012, 8:47 PM

    Declan, as Ger has pointed out it is perfectly possible to privatise a former semi state body successfully and has been done countless times around the world, Ireland however does seem to be particularly poor at doing so. FF privatisation of Eircom is probably a text book example of how now to do it.

    Bertie & Co privatised Eircom in such a manner that the companies destiny was almost foretold. they bought of the unions (via ESOT), did little to ensure that eircom would ensure its future in an ever changing environment, fleeced the public with the stock floatation and via poor over sight allowed the company to be flipped repeatedly by speculators who funded their acquisitions via debt leverage.

    thanks to a combination of stupidity, greed and gombeen political strokes eircom has gone from being one of the best telco’s in europe to the worst. Ultimately it will fail completely, the question will be what will happen to the infrastructure as that is a key piece of infrastructure that the country cannot function without.

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    Mute Declan Byrne
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    Dec 27th 2012, 11:57 PM

    Guys you seriously dont have a clue when you say it can be done successful ly privatising key infrastructure. I seriiusly hope guys like you never have the power to do that. It is stupid thinking like that makes me wonder how the hell we are not in the dark ages here.

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    Mute Colm O'Leary
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    Jul 3rd 2013, 1:04 AM

    Privatisation only works if you have a regulator that has teeth and is willing and able to use them. The problem with eircom is that they’ve traditionally had retired ministers on their board and that’s acted as a political cushion that stops the regulator being given any real power. Remember what a disaster the privatisation of the rail system in the UK was? It led to the board bleeding the company dry to please the shareholders instead of investing some of the profits in repairing the infrastructure and, in turn, led to some major rail accidents. The same went for when they privatised the UK’s water. It became a cashcow for shareholders and the water rates went up and up and Thames Water, for example, only started repairing their leaking pipes when they were fined £50,000000 by the regulator and told they’d be fined again if they didn’t repair them asap.

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    Mute tom
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    Dec 27th 2012, 2:31 PM

    I think most have missed the real point here the physical infrastructure is nearly all eircom the other service providers only piggyback on it. Eircom is forced to rent the lines at below cost to other service providers who add a markup and charge the end user the customer. There is little or no investment by these other companies who are laughing all the way to the bank for doing very little.
    If eircom folds in the morning there isn’t going to be any telephone or broadband. Sooner or later this will happen and the infrastructure will have to be supported by the state as none of these other companies are willing to invest.
    I’m not with eircom myself as I have gotten better deal else where but I do see eircoms plite as they build and maintain the infrastructure while other telco companies lap up the cream.

    56
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    Mute dublindad02
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    Dec 27th 2012, 2:46 PM

    Tom, if eircom folded in the
    Morning , UPC would still be there. Their broadband is far superior that anything eircom can offer at the moment. Also I have heard that eircom are doing a major upgrade presently and soon are going to be able to offer 100 mb to homes.

    29
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    Mute Joseph Colclough
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    Dec 27th 2012, 3:15 PM

    Yes UPC would be still there, however go a few miles out of the major cities all your left with is eircom and dodgy signal from mobile operators

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    Mute ciaran clarke
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    Dec 27th 2012, 5:33 PM

    I hear their gonna do tv too.
    But I don’t know of anyone who uses eircom.
    Broadband is useless.do people still have house phones?

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    Mute Cathal Garvey
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    Dec 27th 2012, 6:12 PM

    A few inaccuracies there tom.

    eircom line rental (wholesale, LLU, retail) fees are set by ComReg using a cost-based basis that is quite favourable to eircom. Other EU regulators use a basis that ignores the cost (so incumbent telcos can’t charge whatever they want). By definition, the rental is not at a loss.

    Competing telcos do invest. The investment is by way of them paying line rental. True, they do very little, but they invest a good bit in their own (backhaul, rather than access) networks. No ISP in Ireland is laughing all the way to the bank. UPC might be in a comfortable position in the near future, but that’s about it.

    If eircom folds, a receiver will be appointed, who will keep the access & core networks running (so as to sell as a going concern, and to continue to get money in the door), so services will continue.

    eircom, since going public, has been riddled with people trying to make a quick buck (from private owners to the ESOT). Owners/ESOT chose to grab the cash, instead of investing in the future (hence being Paddy-last when it came to proper ISDN, DSL and FTTC ). Cutting corners (like using poor-grade aluminium cabling, as little as possible trunk cabling to new developments and line splitters all over the place; rural and urban), were deliberate decisions designed for short-term reward. eircom and “investing” are two terms that don’t belong together. They’ve patched up and done, literally, as little as possible for decades; all to give more cash to major shareholders. So their plight is entirely of their own, deliberate and calculated, doing.

    The only telco lapping up any cream is UPC, and they are in no way dependent on eircom. All the other wired-based) ISPs are playing the numbers game (with very tight margins), and can’t even smell cream.

    15
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    Mute MrMagoo
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    Dec 27th 2012, 6:20 PM

    @Tom. You really don’t have a clue do you??
    “Eircom are forced to rent out the lines at below cost”
    What a laugh……
    A basic line to your house is charged at 20.96 ex vat every month.
    Out of this the other supplier gets €2.10 cents, Eircom keeps the rest…€18.86 !!
    Hardly enought for the other suppliers. to “laugh all the way to the bank”.
    Out of this measly amount the other providers have to pay staff to chase Eircom if a fault arises, which if you read the above article isn’t an easy job.

    14
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    Mute Martin Mac
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    Dec 27th 2012, 2:06 PM

    Horrible company!!! good riddance

    49
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    Mute Rob Zombie
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    Dec 27th 2012, 2:24 PM

    The worst and most restrictive of all the ISP’s we have. Terrible.

    47
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    Mute Justin Donoghue
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    Dec 27th 2012, 2:46 PM

    But you get study hub and music hub people! It’s the deal if the century.

    46
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    Mute ponythegringo
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    Dec 27th 2012, 1:48 PM

    What a surprise!

    40
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    Mute Colin Tyrrell
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    Dec 27th 2012, 3:26 PM

    I’ve been dealing with eircom for a few years, through my jobs.
    Their staff are definitely more clued in on technical aspects. I was even dealing with a guy for 45 mins one Sunday eve, about 2 months ago. A tricky problem, that required a bit of patience.
    I’ve dealt with UPC, imagine and a few others. Their customer service (beyond ‘reboot your router’ is atrocious). One company couldn’t even provide a static Public IP. Seriously.
    Anyway, I’m no eircom apologist… but I just wanted to share my own experiences.

    30
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    Mute Rob Zombie
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    Dec 27th 2012, 2:46 PM

    Tom – UPC don’t piggy back of eircom.

    25
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    Mute tom
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    Dec 27th 2012, 3:51 PM

    the cities are linked and final connection hub to internet provided by previous semi state body now eircom private company.
    I will grant you UPC has invested more than others and I’m with them because it gave me faster cheaper broadband because they have more of their own infrastructure under their own control through UPC investment but rather than this being the rule UPC is more of exception.

    I’m drawing attention that the Irish Telco infrastructure is under private ownership with comreg trying to insure it all works.
    Resulting in Eircom not worth investing in and inturn not investing in the infrastructure so we got the slowest broadband in the developed word while pretending we are a nation growing digital high-tech industry.

    UPC does need to be give credit for their investment.

    7
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    Mute MrKnow
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    Dec 27th 2012, 3:43 PM

    Why do people take out business with this company! The company that still refer to 8mb broadband as next generation, who use seedy sale pitches to con new customer into contracts, who limit customer content even though they pay one of the highest subscription fees, who have one of the worst aftersales and customer service by far! why would you take out business with a company like this?

    13
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    Mute SMcB
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    Dec 27th 2012, 4:45 PM

    Because in this part of the world, I have little other options (1mb broadband is the best Eircon can offer here).

    8
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    Mute Brendan Palmer
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    Dec 27th 2012, 8:12 PM

    The physical phone line infrastructure is a national strategic asset, just like our roads, railway lines and electricity cables. Selling Eircom was another apalling FF decision. We need to take it back into State ownership and let private enterprise compete for the end user services

    10
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    Mute moe sizlack
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    Dec 27th 2012, 2:34 PM

    I worked for them for 7 years and made a fortune from the ESOP. I think they are great hahahaha

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    Mute Mairead Hynes
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    Dec 27th 2012, 2:48 PM

    So great you had to comment twice

    40
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    Mute moe sizlack
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    Dec 27th 2012, 2:32 PM

    I worked for them for 7 years and makes an small fortune out of ESOP.
    I think they are great hahahaha

    6
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    Mute Eddie Walsh
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    Dec 27th 2012, 5:50 PM

    Ever since the telecoms market here was “de regulated”
    Dogs on the street comes to mind..

    4
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    Mute David Kelly
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    Dec 29th 2012, 7:16 PM

    We need to split it in two. If you look at the UK, they had similar issues with BT. The lines and infrastructure are now managed by OpenReach which while part of BT is a separate entity with separated accounting.

    BT retail sells services to end users in the same way as anyone else.

    We probably need to do at least that much with eircom too.

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    Mute Jed I. Knight
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    Dec 27th 2012, 7:11 PM

    I got a letter from Sky last week telling me that their prices will be going up in the New Year, it also asked if I’d be interested in registering for my phone and broadband with Sky in Ireland. Damn right I would. At this stage they seem to be taking expressions of interest and didn’t say anything about prices or speeds or when this service will launch, but it’s interesting.

    https://interest.sky.com/broadband-talk/

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    Mute Dexter Gordon
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    Dec 28th 2012, 10:33 AM

    Sky will be taking their service from Eircom, I believe.

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    Mute moe sizlack
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    Dec 28th 2012, 11:08 AM

    Incorrect, they will be taking it from BT , who get it from eircom.

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    Mute Joe Healy
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    Dec 28th 2012, 2:58 PM

    Same difference, no?

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