Eircom Advanced Customer Support
Having Broadband with Eircom is a challenge in time.
Recently there have been problem with the connection, where web sites and surfing has been quite difficult. Pages not loading, pages not found, or sudden loss of connection.
When reading a comment on facebook, pointing out the change of DNS IP, would give better stability.
Investigating this issue, I found on the Eircom Support pages that there has been an issue. This is quite helpfull, but there is not date on the post and no status update for the situation. Would be useful with dates and updates, and also maybe a link to a technical blog where the situation is better explained.
With the price you pay for Eircom Broadband, they should be able to provide better customer service (proactive behaviour) and extra services (like 3 month free (an evaluation version everyone can get) for Norton Anti-Virus is a good offer (what do you do when the evaluation period expires).
Update July 30th:
Finally at Sun 26th of July we received this notification from Eircom: Link
Here is the content in case they remove the link:
Dear Customer
As you are aware, eircom customers experienced disruption to their Internet service over the last two weeks. On behalf of eircom, I apologise for the interruption to service and would like to take this opportunity to update you on the current position.
In early July we saw an increase in incidents known as ‘cache poisoning’. This is a malicious activity by a third party to redirect customers to fake websites. We took immediate steps to protect our customers from this activity. This involved strengthening of the filters that block unwanted or suspect traffic. Unfortunately many customers could not, as a result of the incidents, access the internet or experienced delays for a number of hours on two specific occasions.
While our preliminary investigations have shown that, in general, our systems worked as intended when the attack occurred, we are taking additional steps to further protect our customers and their internet service. This involves upgrading and replacing some of our server equipment. Service has been fully operational since 14th July and we continue to monitor the situation closely. We want to reassure customers that eircom treats the issue of Internet security very seriously and will continue to take all necessary steps to ensure that an incident such as this does not reoccur.
We sincerely thank you again for your patience over the past two weeks as the measures outlined above were put into place, and apologise again for service interruption. We know that our customers have made eircom Ireland’s largest ISP because of its reputation for reliability and its ability to resolve issues when they arise.
Should you have any queries or indeed any comments on this matter, please do not hesitate to contact our customer care team at eircom_DNS_info@eircom.net
Thank you for your continued custom and support,
Kind regards
Gerry Culligan
Director
Consumer Market
eircom Limited. Registered in Dublin. Registration Number 98789.
Registered Office - 1 Heuston South Quarter, St John's Road, Dublin 8.
Recently there have been problem with the connection, where web sites and surfing has been quite difficult. Pages not loading, pages not found, or sudden loss of connection.
When reading a comment on facebook, pointing out the change of DNS IP, would give better stability.
Investigating this issue, I found on the Eircom Support pages that there has been an issue. This is quite helpfull, but there is not date on the post and no status update for the situation. Would be useful with dates and updates, and also maybe a link to a technical blog where the situation is better explained.
With the price you pay for Eircom Broadband, they should be able to provide better customer service (proactive behaviour) and extra services (like 3 month free (an evaluation version everyone can get) for Norton Anti-Virus is a good offer (what do you do when the evaluation period expires).
Update July 30th:
Finally at Sun 26th of July we received this notification from Eircom: Link
Here is the content in case they remove the link:
Dear Customer
As you are aware, eircom customers experienced disruption to their Internet service over the last two weeks. On behalf of eircom, I apologise for the interruption to service and would like to take this opportunity to update you on the current position.
In early July we saw an increase in incidents known as ‘cache poisoning’. This is a malicious activity by a third party to redirect customers to fake websites. We took immediate steps to protect our customers from this activity. This involved strengthening of the filters that block unwanted or suspect traffic. Unfortunately many customers could not, as a result of the incidents, access the internet or experienced delays for a number of hours on two specific occasions.
While our preliminary investigations have shown that, in general, our systems worked as intended when the attack occurred, we are taking additional steps to further protect our customers and their internet service. This involves upgrading and replacing some of our server equipment. Service has been fully operational since 14th July and we continue to monitor the situation closely. We want to reassure customers that eircom treats the issue of Internet security very seriously and will continue to take all necessary steps to ensure that an incident such as this does not reoccur.
We sincerely thank you again for your patience over the past two weeks as the measures outlined above were put into place, and apologise again for service interruption. We know that our customers have made eircom Ireland’s largest ISP because of its reputation for reliability and its ability to resolve issues when they arise.
Should you have any queries or indeed any comments on this matter, please do not hesitate to contact our customer care team at eircom_DNS_info@eircom.net
Thank you for your continued custom and support,
Kind regards
Gerry Culligan
Director
Consumer Market
eircom Limited. Registered in Dublin. Registration Number 98789.
Registered Office - 1 Heuston South Quarter, St John's Road, Dublin 8.
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