eircom’s Customer Response Centre

Service you can count on

eircom’s Customer Response Centre is your key point of contact for all of your support and service queries.

How to get in touch:

Regional account customers and SME customers

Phone: call 1800 400 200
Online: login here if you are a current Customer Service Online user or call 1800 400 200 to request access to the online service

Large Enterprise and Government customers

Phone: call 1800 255 255 or your dedicated support number provided
Online: login here if you are a current Customer Service Online user or call 1800 255 255 to request access to the online service

We know that the mission-critical communications services we provide are the foundation on which you run and grow your business. We understand how damaging issues and downtime can be, so you have rapid, direct access to our experienced service team, who pro-actively monitor and maintain every aspect of the eircom services you use.

Covering all of your support needs

For faults and account service support, including:

• Fault handling / Assurance
• Service query
• Managed Service issues
• Account changes
• Moving offices
• Billing queries

Solution support, including:

• Voice solutions
• Next Generation Network Connectivity
• Contact Centre & Unified Communications
• Data Centres and Hosting
• Managed Network Services
• Managed IT Services
• ICT Equipment Solutions
• Security Solutions
• Business Broadband

The Customer Response Centre is also your gateway to our complete service organisation, which includes:

Our Network Management Centre 24x7x365

This centre proactively monitors the core eircom network by using cutting-edge networking management technology to ensure the stability of your network and provide true peace of mind.

Nationwide engineering expertise

We have the largest engineering force in the country with the highest number of partner certifications than any other provider. Plus, our 3,000 experienced engineering staff are deployed across every county in Ireland. They have a broad range of product capabilities and manage our extensive network infrastructure to help deliver the fastest possible resolution of any issues.

Broadband IP Analysts

Our team of Broadband IP analysts proactively monitor our broadband network so they can keep your network operating at its optimum level. Their efficient use of remote diagnostic tools means your productivity levels won’t suffer in the event of a network issue.

Why is eircom customer support better?

• Our Customer Response Centre and Customer Network Management Centres are the largest and the most advanced management facilities in the country.
• Our centres are manned by experienced, certified engineers 24/7, who uphold SLAs and manage the process end to end.
• We have based our service methodology on the recognised ITIL framework, which seeks to provide the highest quality levels across all service activities.
• Pro-activity is at the core of our approach to service management: by developing a clear understanding of your evolving service needs, we strive to develop our own systems and infrastructure in a way that allows us to meet your future requirements when they arise, as soon as they arise.
• Our professional program managers, following industry standard methodologies based on ISO 10006 and PRINCE2 principles, have delivered hundreds of vital ICT change programs to our customers, from IP migrations and premises relocations to next-generation rollouts such as IP contact centres.
• No matter how many elements or vendors come together to provide your solution, your program manager takes overriding responsibility for coordinating and delivering it all.
• Only eircom delivers such comprehensive support for your vital services, so that you can focus on what really matters: developing your sales and keeping your customers happy.