Menu

Frequently Asked Questions

  • I live in an area that is shaded green, what does this mean for me?
  • This means that your premise is located in an area which is currently, or will be, served with high-speed broadband through our Fibre broadband, providing superfast broadband in these areas of up to 100 megabits per second. Each cabinet boosts broadband speeds for approximately 200 premises in its vicinity. Live cabinets are coloured green on the map, planned are coloured blue. You can test whether high speed broadband is currently available to you by using our line/eircode lookup. Please note the broadband speed available to a premise within the green shaded area is dependent upon its distance from the nearest fibre cabinet. Visit the line checker on the home page to identify the broadband speed available at your address, or contact a retail service provider if you are a new fixed line customer.

     

  • I live along the yellow lines and my home is marked with a green icon on the map, when will I be able to order superfast fibre broadband?
  • Fibre Broadband is now available to order with speeds of between 30Mb/s and 1000Mb/s. You can order through the service providers identified as offering rural fibre broadband on this page.

     

  • I live along the yellow lines and my home is marked with a blue icon on the map, when will I be able to order superfast fibre broadband?
  • Use the line/eircode lookup to be given an indicative date as to when superfast fibre broadband will be live in your area.

     

  • I live along the yellow lines, but my home is not marked with any icon. Does this mean that superfast fibre broadband will not be available to me?
  • If you live in a green shaded area high speed broadband will likely still be available to you. You can use the line/eircode lookup to establish whether fibre broadband is currently available. If high speed services are not yet live in your area you can view our rollout map to identify the forecasted date.

     

  • I live along the yellow lines; all of the neighboring homes are marked with green icons. My home is marked with a blue icon. Can I order superfast fibre broadband?
  • Not yet. The work serving your house has not yet been completed. Be assured that your house remains in our plans, and will be completed as soon as possible.

     

  • I live just off the yellow lines, and my home is not yet marked. Will you extend the fibre network to my home?
  • open eir is committed to delivering superfast fibre broadband to the 300,000 homes marked on the coverage map by the end of 2018. The homes that are not marked in this map will be able to access to high speed broadband through the National Broadband Plan.

     

  • I live in a rural area and my house is marked on the map – what do I need to be aware of before ordering fibre
  • We deliver service either underground using your existing ducts or overhead using poles. We will deliver up to 50 metres from a roadside to a home at no additional cost. If you would like us to use your existing duct then we ask that the duct be clear so that our teams can blow the fibre through. Our teams cannot clear a private duct which is blocked so we ask that this work is completed in advance. Alternatively we can install a pole on your land and drop the fibre in over-head. We also require power close to the point of fibre entry into the home (usually in the form of a double socket in the hallway).

  • I live in rural Ireland, but my house isn't included in the open eir fibre broadband network coverage map. When will I receive superfast fibre broadband?
  • The homes on the open eir network coverage map are included in our current Fibre Rollout. If your home does not lie in a green shaded area, or is not marked along a yellow line, then you are likely to be in the National Broadband Plan area.

     

  • My local community is willing to raise funds in order to support open eir in delivering fibre broadband to our area. Is this something open eir would consider?
  • open eir is committed to building a fibre network that will service 300,000 homes and businesses in rural Ireland as quickly as possible. All of our resources are currently dedicated to delivering this plan on time and unfortunately we cannot re-allocate them to offer this facility.

     

  • I live in an area that is shaded green, how do I know what speeds I can attain?
  • You can use the line/eircode lookup to help determine what speeds you can avail of.

     

  • I live in an area that is shaded green, my nearest cabinet is marked blue – when will it be live?
  • A number of issues can affect the go live date for a fibre cabinet. In some areas this involves going through the formal planning process. In addition we sometimes have to negotiate with private landowners to place cabinets on their land. We are also dependent on third parties in areas such as power supply. Therefore it can be difficult to estimate exactly when a cabinet will go live – however when we do have an identified date for service it will be updated on the map.

     

  • What sort of broadband speed do I need?
  • Currently most common streaming applications can run on less than 10 Megabits per second. Netflix Titles for example will play in High Definition on a connection speed of 5.0 megabits per second. However with multiple users in a home and multiple applications running at the same time higher broadband speeds will be required. Most definitions of high speed broadband are currently 20Mb/s+.

     

  • I have ordered Fibre broadband but my speeds aren't as fast as I'd hoped?
  • open eir work to guarantee the line speed delivered to your premise but cannot guarantee speeds over wireless/wifi within the home. Connecting wirelessly over wifi, on a tablet for example, will mean a slower speed than connecting directly to a port on your laptop/PC – even though the fixed line broadband speed entering your premise is still the same. In addition factors like using older hardware can significantly slow the maximum speed achievable. However in the vast majority of cases, even using applications such as Netflix on older equipment over wifi, still results in a reliable in-home experience. You can learn more about boosting your in-home wifi speed by viewing the instructional guides on this webpage.

     

  • I am using Fibre broadband and I have an issue around my billing – who do I call?
  • Please contact your retail service provider as we do not sell to end users or bill them directly.

     

  • How does open eir decide where to roll out fibre?
  • Our Fibre build in each county rolls out from our 1000 strong exchange network. We take the capital available and from a desktop analysis examine the existing customer base in an exchange area, the demographics, the network infrastructure we have in place and other cost inputs. Taking all of those variables we then design and build fibre out as far as we can from our exchange network in as many places as possible. Unfortunately the fibre rollout must eventually stop at some point in our local network to stay within our capital budget.

     

  • Why can't fibre be delivered to every premise in rural Ireland commercially?
  • We’d obviously like to reach each every home with our fibre rollout but the cost of rolling out fibre infrastructure is very high. According to the CSO there are approximately 3,500 people per square kilometre in Dublin, and approximately 26 people per square kilometre in rural Ireland. So while the cost of rolling out a kilometre of fibre in rural Ireland is higher than in urban Ireland, the density of potential customers is significantly lower. Notwithstanding that we are investing hundreds of millions of euro of our own resources to reach as many places as we can, and doing far more than any other operator in Ireland to close the digital divide.

     

  • The line/eircode lookup indicates my home as live but the map still identifies it as planned?
  • The information feeding the line/eircode lookup is updated overnight. The map is updated, on average, every month so the line/eircode lookup will have the most up to date status.

     

  • A home that wasn’t on the 300k rollout can now order FTTH – why?
  • We have committed to rolling out fibre to 300,000 eircodes all of which are identified on the public map. We occasionally include more eircodes than planned. This cannot be planned or influenced in advance – it is due our teams using the most efficient build route possible at a local level to complete the network design. The extra eircodes included in the rollout will be listed in our weekly report to operators selling FTTH as being available for order and published on the map every month post build.

     

  • Are you receiving money from Government to do the 300k rollout?
  • This rollout is entire funded by open eir. We are receiving no government funds.

     

  • My exchange has been part completed, when will my area go live?
  • Many factors can result in our teams part completing the build in an area. These include the need for pole replacement, additional network build, wayleave permissions to carry out work on public property, power supply or permissions from private landowners. Our teams will return to complete the build when the necessary infrastructure and/or wayleaves are in place.

     

  • What happens with new builds in your FTTH rollout area?
  • When the building / eircode is newly issued, there is a time lag between the eircode being supplied to the customer and included in the quarterly updates provided to us. Only when all the data is available to us, can it be included in our systems. The time lag can between an eircode being supplied to a customer and then to open eir can be up to 6 months. It’s an issue we are working on with our third party eircode supplier.

     

  • What are the stages and timeline for fibre rollout in an area?
  • There are many steps in the process over a long duration of time. Activities such as tree trimming and pole replacement can take place up to 12 months before premises begin going live. The first network build activity typically happens around 6 months before premises go live. In addition other factors such as the progress of public wayleave applications can affect the go live dates. The public map is updated monthly with the latest estimated date.

     

  • The FTTH network runs past my house and connects houses further away from my local town/village. My house is not marked on the map, but I’d like to connect to FTTH?
  • Open eir’s network planners have attempted to start the FTTH network at the point where 30Mb/s broadband coverage provided by existing cabinets or exchange based solutions ends. If a house is not marked on our rollout map the houses cannot be connected to the FTTH network, as the necessary distribution points have not been built at that point in the network.

     

  • My premise is in a green shaded area – am I guaranteed to receive at least 30Mb/s speed?
  • If you have a telephone number you can test your broadband speed using the line speed checker on our home page. Approximately 90 per cent of premises in the green shaded area can receive at least 30Mb/s download speed. Up to 10% of premises may be too far from their connected cabinet, or are directly connected to their exchange, and so cannot achieve speeds of 30Mb/s. Premises that cannot receive speeds of 30Mb/s can apply to be included in the Government’s national broadband plan.