Eircom outage: What happens when companies don’t listen to the conversation?

Hi all,

While tweeting yesterday I came to know about the huge problem that the Eircom DNS outage is causing. I did a bit of research and spoke to some other people on Twitter and came to the conclusion that I had to put this video together to share some points with all of you, especially business owners.

The following video will show:

  • The Eircom problem officially posted
  • What are people in Ireland saying about it?
  • Are Eircom using Twitter or more importantly “listening”?
  • What is the competition doing?
  • Final message: “don’t let this happen to you”

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UPDATE:  In January, 2010, Eircom finally joined Twitter for its broadband divission. You can chat with them @eircomconnect

Did you like the post? don’t be shy, make a comment below and share it!

Best,

Fred

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Comments ( 12 )
  • Hugh says:

    Interesting post Fred – I was the “Hugh” you mentioned looking for the OpenDNS’s nameservers. I was pretty impressed by Magnet and how quickly they jumped in. Perhaps some people would consider that a little too quick off the mark but as a result, I’m going to at least look at their products and make an informed decision. Well done Fred (and Magnet)

  • Daniela says:

    Hi Fred, Thanks for this! Excellent!
    Also just to let you know this is happening also to people I know that they do use Eircom(Perlico for example)
    I am one of Eircom’s victim and it si effecting me badly.
    Daniela

  • Thomas says:

    Just about the Eircom issue itself. Another provider, mostly of DNs services has been victim of ransom attacks in the last month. Hackers were demanding 5 or 6 figures (USD) to stop those attacks. I know that the rule is to never talk about ransom payments to avoid repeats, but it’s really something to investigate, the REAL piracy on the Internet (as opposed to copyright infrigement).

  • admin says:

    Thanks vey much Hugh, Daniela and Thomas for your comments.

    I just received a message form @cormachoran (IGO People) that I wanted to share with you (Thanks Cormac):

    “Hi Fred,

    Just saw your video, Eircom are engaging with customers on IGOpeople, here is their organisation page for those that wish to engage with them: http://www.igopeople.com/eircom

    Eircom have also posted updates on IGOpeople today. ”

    Hopefully you can get better info there.
    Best
    Fred

  • Deirdre ní Dhubhghaill says:

    Eircom has no competition outside of Dublin. The ESB is the only company who could give them a run for their money as the only other company with independent lines. ComReg will not make Eircom replace the old lines. I know this from personal experience. Since November 2006 I have been trying to have my broadband repaired. Eircom upgraded the lines on one side of Wexford town and damaged the broadband connection for the rest.

    I have gone to the Wexford County Enterprise Board, Wexford Chamber, most of the local politicians, Local Senators, governmental politicians & ComReg. No one can get Eircom to fix the lines in Wexford town & from a Labour Insider I’ve been told that at the June, Wexford Borough Council meeting decided. ‘No more broadband for Wexford’. eNet conned them out of thousands of euro.

    I can’t receive wireless at my location in town, (I’ve tried Skytel, Irishbroadband, Permanet, Smart telecom, a few others who refused to come out), satellite is inadequate for my requirements,mobile phone G3 dongles aren’t there yet. Changing to another phone provider won’t speed up Eircoms desire to fix the line. In any case the alternative providers are using Eircoms infrastructure so they aren’t an option. I have opened many investigations to official complaints with Eircom. I have tried everything.

    Eircom are a monopoly and believe they don’t need to listen.

    We’re expecting WiMax in Wexford in the Autumn will that make a difference? Will that be working affordable broadband for all, as the optic fibres were supposed to be?.

    Your readers are correct Eircom don’t know how to use broadband as a technical tool. They do know how to use broad band as an easy money making racket. Thank you for listening.

  • admin says:

    Thank you Deirdre for your comments

    Wimax should be really changing things. Not only you will not need LOS (Line of Sight) but speeds will also improve. The Wimax network is to be rolled out in Ireland from July 09 so we should start seeing the progress: http://short.ie/0nxpxr

    Best
    Fred

  • Bernice Burnside says:

    Great video post Fred. As Magnet’s PR/ communications advisors- both for online channels as well as print/ broadcast- we were particularly pleased to see praise of Magnet’s activity. The business case for using social media channels like Twitter is evident in this case. By simply engaging with other people on Twitter not only are Magnet capturing sales opportunities, but they are also seeing the other major benefits of using social media like brand awareness/ loyalty, enhanced customer relationships etc. More importantly customers are benefitting through more proactive and pre-emptive customer service- something lacking in the telco industry amongst others.

  • admin says:

    Thanks for the comments Bernice. I’m sure the video is good PR for Bvisible 😉

  • Online Ignorance is Not Bliss | Bvisible PR- Public Relations Agency says:

    […] been lauded by bloggers as an example of how a telco should engage online.  Fred at Channelship covered the incident in his video blog and the Magnet’s Twitter followers increased […]

  • Colin Carroll says:

    Thanks Fred, great post. Very helpful. Colin

  • Deirdre ní Dhubhghaill says:

    Eircom has no competition outside of Dublin. The ESB is the only company who could give them a run for their money as the only other company with independent lines. ComReg will not make Eircom replace the old lines. I know this from personal experience. Since November 2006 I have been trying to have my broadband repaired. Eircom upgraded the lines on one side of Wexford town and damaged the broadband connection for the rest.

    I have gone to the Wexford County Enterprise Board, Wexford Chamber, most of the local politicians, Local Senators, governmental politicians & ComReg. No one can get Eircom to fix the lines in Wexford town & from a Labour Insider I've been told that at the June, Wexford Borough Council meeting decided. 'No more broadband for Wexford'. eNet conned them out of thousands of euro.

    I can't receive wireless at my location in town, (I've tried Skytel, Irishbroadband, Permanet, Smart telecom, a few others who refused to come out), satellite is inadequate for my requirements,mobile phone G3 dongles aren't there yet. Changing to another phone provider won't speed up Eircoms desire to fix the line. In any case the alternative providers are using Eircoms infrastructure so they aren't an option. I have opened many investigations to official complaints with Eircom. I have tried everything.

    Eircom are a monopoly and believe they don't need to listen.

    We're expecting WiMax in Wexford in the Autumn will that make a difference? Will that be working affordable broadband for all, as the optic fibres were supposed to be?.

    Your readers are correct Eircom don't know how to use broadband as a technical tool. They do know how to use broad band as an easy money making racket. Thank you for listening.

  • Channelship says:

    UPDATE: In January, 2010, Eircom finally joined Twitter for its broadband divission. You can chat with them @eircomconnect

The comments are now closed.