Eamon Ryan (Dublin Bay South, Green Party) | Oireachtas source

The Deputy is correct that the numbers are only a small reflection of the problems that exist. However, the numbers do help to give some indicative sense of where the problem is, and in this instance the volume of complaints about problems with Eir's fixed line service was multiples of the next nearest company, Vodafone, which was, in turn, a multiple of the next nearest company. It also shows clearly that the problem was with fixed line services rather than mobile. It also reflects that not only was Covid a partial cause of some of the difficulties that arose but also a real cause of concern for householders because at this time more than any other, people need their fixed broadband service. The scale of the problem is beyond compare, as the Deputy said, and cannot be underestimated.

When it comes to further remedies or further actions, the Department, and I as Minister, keep in regular contact with ComReg, while recognising it is an independent regulator. To work best it has to have independence to be able to sanction and make calls on investment or other criteria. If there are proposals from ComReg regarding using its powers to help implement the customer codes, the Government will be immediately forthcoming. This is not a constraint that will limit our ability to make sure customer care improves. We will absolutely work in collaboration with ComReg to make sure it has all of the power it needs to manage the issue.

Wait times for calls and the inability to get through to someone is the most frustrating aspect, and then when people finally do get through they are so exasperated that it is not an easy conversation. The wait times I hear reported from the company have improved in recent weeks. The worst of this problem emerged in late summer and early autumn in terms of the inability of Eir to hold onto the staff it needed and the increase in demand from customers who, because of Covid, had genuine complaints and reason to complain. This variety of circumstances has somewhat been addressed in terms of, I understand, shorter and improved response times but if there is any call from ComReg for further powers for it to be able to further police this, the Government will respond straight away.

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