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Home Phone – Fixed Line Installations

The concept of Universal Service is to ensure that basic fixed line telephone services are available to end users at an affordable price. The scope of universal service is defined by the 2002 EU Directive which was implemented in Ireland by the European Communities (Electronic Communications Networks and Services) (Universal Service and User’s Rights) Regulations 2003 – S.I. No.308 of 2003. These regulations were amended in 2011 – S.I. 337 of 2011.

Eir was designated to provide universal services. Under Universal Service regulations, eir must meet every ‘reasonable’ request for a phone line. The service provided must be capable of:

Local, national, and international phone calls, Fax communications, Data communications at rates that are sufficient to permit functional internet access (28.8kbps is the target internet speed that eircom must endeavour to deliver).

Eir may deliver the service wirelessly via Fixed Cellular Solution (FCS) when the cost of installing a physical line is prohibitive. Normally, there will be a set charge for any connection.  Aside from this charge, installation should be free as long as the cost of the installation is below €7000. When the cost exceeds this amount, eircom will bear the first €7000 and the customer must pay for anything in excess of this.

If eir determine that the installation cost will exceed 7000Eur, the customer is entitled to receive a written reply, detailing how the costs were calculated.

If a consumer has a complaint in relation to an eir installation they may lodge a complaint with eir, please note that if a consumer.

How quickly should eir connect customers to the network?

We set binding annual USO quality of service performance targets for connections. The annual performance targets for connections are split between in-situ connections and all other connections.

In-situ connections – these do not require a call out to the premises as the activation of the line is carried out remotely. In line with Eir’s policy statement, it should take no more than a working day to activate such a request for connection. We have set the following targets:

  • 80% of all in-situ connections shall be completed within 24 hours of request
  • 99.8% of all in-situ connections shall be completed within 2 weeks of request
  • All in-situ connections shall be completed within 2 months of request

All other connections – a call out to the premises is necessary and may involve making an appointment with the customer requesting a connection. The time taken to complete the connection will vary depending on the level of work involved and whether consents from road and planning authorities and private landowners are necessary. We have set the following targets:

  • 80% of all requests shall be completed within 2 weeks of request
  • 85% of all requests shall be completed within 4 weeks of request
  • 90% of all requests shall be completed within 8 weeks of request
  • 95% of all requests shall be completed within 13 weeks of request
  • All requests shall be completed within 26 weeks request

These targets are part of eir’s universal service obligation. Quality of service performance in relation to these targets is published quarterly by us by way of an Information Notice and eir also publishes performance on its website

Third party intervention

Eir, at times, relies on third party intervention when installing lines. These can include permission from local authorities such as county councils when requiring road opening and closing licences.