Fault Reporting
The open eir customer care (oeCC) is a dedicated point of contact for our wholesale customers, on all order and fault queries. Located in Ireland we are a great team of 40, dedicated to your care.
Break in Service? Please let us know
Telecom infrastructures and services can be extremely complex. Despite the best designed, best-run services, things can sometimes just go wrong.
When they do, dedicated teams are available in open eir to ensure service is restored as soon as possible and that we maintain our service level agreements at all times.
We take fault reporting and our ability to respond very seriously, making it one of our most important success metrics.
If you are a home owner and have a fault on your broadband or voice service or if you are a business and use one of our data services, it is really important that your service provider is your first point of call to log any issues regarding your service.
All faults reported by our service providers are submitted to us through our Unified Gateway. Our Service Assurance Team, based in our wholesale customer contact centre, then takes over and serves as the single point of contact throughout the fault resolution process. Updates regarding faults are communicated to the service provider via the Unified Gateway, who in turn keep their residential or business customers informed.
Regarding our commitment to our Service Level Agreements, details can be found within the relevant Product page.
Our full Product Fault Clear Code guide can be downloaded in the related documents section.
For interconnect faults please contact our “OLO desk” at our Network Management Centre, at Olodesk@openeir.ie using the Interconnect Trouble Ticket Reporting form - see below.
Interconnect Faults
Use the trouble ticket form and fault clear codes to highlight a fault with our Network Management Centre