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New Customers


If I report a fault at 17:00 on a Friday evening will it be resolved in 8 hours ?


This Service Level Agreement (SLA) is based on normal business hours, which are 08:30.to 17:00 Monday to Friday (excl. Bank Holidays.) A fault reported at 17:00 on Friday evening will be picked up at 08:30 on Monday morning. This fault should be repaired by 16:30 on Monday.



Is this line any different from my normal telephone line?


No. Your telephone line will remain as normal. The only change will be the assurance of prioritised repair time on your phone line should a fault occur.



How much does the Business Line 8 Hour Repair cost?


The price will be added on to your existing telephone (PSTN) or ISDN BRA line rental. e.g. if you currently have a standard telephone line (PSTN), this costs € 20.96 ex VAT per month. To avail of this SLA your new monthly charge will be  € 23.46 (rental + SLA).  On your ISDN line the monthly charge will be € 36.01 (€32.51 + €3.50).



How do I log my fault?


Please log your fault on 1800 601 701 between 08.00 and 18.00.



What happens if my line is not fixed within the specified time?


Our aim is to fix all lines within 8 working hours. If for some reason this time is not abided by eircom, then you are entitled to claim a rental rebate. This claim is worth 2 months line rental, dependant on whether the SLA is on your PSTN or ISDN line. PSTN claim = € 23.46 x two months, ISDN claim = € 36.01 x two months. This claim must be made within 3 calendar months of the fault occurring.



How do I make a claim if my line is not fixed within the specified time?


A claim can be made by sending an email to the following email address 8hourrepair@eircom.ie with the following details for verification:


Name
Contact Number
Contact Email
Telephone Number of faulty line
Fault Reference if available
Date fault logged

 

Your fault will be checked to confirm that it is a valid line fault and that it has missed the 8 working hour parameter of the SLA. . You will be contacted within 5 working days to confirm if a rebate is applicable, and, if so, it will appear as a credit on your next eircom bill.



What fault types are excluded from the SLA?


If the fault on your line has been caused by any of the following it is not defined as an eircom line fault, and thus it is not possible to claim a rebate on the basis of this fault:

  • Third party damage
  • Where the fault is diagnosed as a non-fault (eg. line working when tested)
  • Where the fault relates to faulty telephone equipment
  • Where the fault is caused by internal wiring
  • Where the fault relates to Broadband, and not the underlying telephone line

The above list is not exhaustive, please click here for full Terms and Conditions for the Business Line 8 Hour Repair.





Do I need to purchase extra equipment to avail of the Business Line 8 Hour Repair?


No. This is an SLA that exists on your standard PSTN or ISDN line, so once these are in place no extra equipment is needed.



Is this SLA available on my ISDN FRA or PRA lines?


No this is available on standard telephone (PSTN) & ISDN Basic Rate Access (BRA) lines only. Other SLA’s exist for ISDN FRA/PRA, to find out more click here





Is this SLA available on my home phone line?


No. This is available to business customers only.





Will this affect my broadband on the same line?


No. There will be no impact to your broadband service. This is an SLA on the underlying PSTN service, therefore in the event of you experiencing difficulties with your broadband connection which is caused by a fault on the PSTN line, the 8 hour repair SLA will apply.


Existing Customers


Can I upgrade my existing PSTN or ISDN lines to include 8 Hour Repair what do I need to do?


Yes, all business PSTN or ISDN BRA lines can avail of this SLA.

To upgrade your line, you will need to call business sales on 1800 24 25 08, with your eircom account number.



What happens if I am an eircom talktime for business customer?


If you decide to opt for the Business Line 8 Hour Repair, then the SLA charge will automatically be applied to your eircom talktime for business bundled price. Click here to view the eircom talktime for business call packages with the Business Line 8 Hour Repair price included.





What are the Terms and Conditions for the Business Line 8 Hour Repair?


Click here to view all Terms and Conditions for this product.