Dáil Éireann Debate, Tuesday - 25 October 2011
346 Deputy Jim Daly asked the Minister for Communications, Energy and Natural Resources the options available to a community that is availing of the Government supported broadband scheme delivered by a company (details supplied) and is not receiving the minimum speed promised under the scheme; and if he will make a statement on the matter. [31559/11]
View answerFirstly, I should clarify that Enniskeane, County Cork is not covered by the National Broadband Scheme (NBS). Outside of the NBS Area, "3" the NBS service provider, operates as a private telecommunications service provider and I have no role in resolving customer dissatisfaction with the service provided. Where broadband subscribers have complaints or issues relating to the quality and/or consistency of the service they are receiving and have exhausted the Service Provider's (in this case 3's) complaints process, they should refer the matter to ComReg, the independent regulator for the sector.
While Enniskeane falls outside the NBS area, the neighbouring Electoral Divisions of Cashel (ED Ref: 47078) and Baurleigh (ED Ref: 47045) come within the ambit of the Scheme. For residents availing of a service in these NBS areas, the NBS contract guarantees service levels and imposes a service credit regime on "3" with financial consequences in the event that minimum specification service levels are not met. My Department and its external consultants actively monitor coverage within the NBS areas. Any NBS customer experiencing problems with the NBS service can contact 3’s customer care centre 24 hours a day, 7 days a week by phone at 1913 (free of charge).
My Department has a role when customers have fully utilised 3's established complaints process and consider their complaint has not been resolved. It operates a dedicated NBS mailbox, which NBS customers can contact by email at nationalbroadbandscheme@dcenr.gov.ie with any comments or complaints they may have about their NBS service.
