Eircom “Split Line” Issue Can Be Overcome
I didn’t catch the name of the guest but he was explaining to Ciarán, the presenter, the problem faced by many telephone subscribers who are saddled with the legacy of split lines (also known as carrier lines or multiplexed lines). Some of you might recall I also had this problem.
The reason I called was to inform listeners that it is actually possible (although difficult) to get Eircom to remedy the issue. In fact, I’ve been meaning to blog this for the last couple of months: my own “split line” issue was resolved in January.
Of course it is still impossible for a multiplexed line to carry broadband (or even a satisfactory 56kbps dialup signal). However, it is sometimes possible for them to take dedicated copper from a neighbour who does not require data and put them on the multiplexer instead.
Over the course of 5 months I received vague and conflicting information from different Eircom departments in relation to this. Some people even went so far as to say that the company had a “new policy” of doing the line re-assignment where possible – and that all I had to do was to ask. However, the sales department claimed to have heard of no such policy.
Eventually someone suggested we report the line as “faulty”. This we did, explaining that the fault was that a split line was incapable of broadband. To the best of my understanding, this is what got things moving in the end.
Credit where it is due: I want to thank the various individuals in Eircom who were sympathetic to my situation and who worked to resolve it. Thanks in particular to the local line provisioning and maintenance departments for their advice and actions. I also appreciate that senior management and the Australian parent company have expressed their concern about this issue.
I think the concern is justified – and not just because of the infrastructure legacy of previous governments and owners. Probably a greater cause for concern is the apparent systemic failure of the organisation to provide a coherent and a cohesive approach to customer experience in relation to this issue.
If it is company policy to deal with the “legacy issue” (and why on earth should they have any other policy?) – then why don’t they address these individual cases as they arise, instead of the standard response: “your line is unsuitable – go away”?
So, my advice to Raidio na Gaeltachta listeners, and to anyone else who is interested, is that it is possible to overcome the “split line” (líne roinnte) obstacle to provision of broadband (banda leathan). All you need to do is plead, nag, beg, bother, hassle, worry, annoy, plámás, impí, badaráil, cur isteach, ciap, cráigh …