Telecom Éireann introduces a computerised system to log and process faults with telephone lines of customers.

Long waiting times for phone line repairs will be a thing of the past for Telecom Éireann subscribers thanks to an investment of a £2 million computer-based customer service system.

Up to recently it was not possible to find out if a faulty telephone line had been reported, or how long it was going to take to repair it. An antiquated and manual process resulted in wasted time and lengthy delays for telephone repairs.

Now Telecom Éireann customers in in south County Dublin and north County Wicklow who dial 193 are answered by receptionists who can tell them if the fault has already been reported, and if it has how long it is likely to take to repair.

It is also possible for remote testers to check the status of the line via computer, but does this mean that phones will be repaired faster? Yes says Telecom Éireann's Director of Operations Brendan Trappe. At present fifty per cent of faults are repaired within two working days, but the improved administration of the process will benefit all customers.

Our aim is to fix...all faults within 5 working days.

The new computerised system based in Stillorgan Telephone Exchange is one of four serving Dublin. The others will be in Terenure, Belcamp and Phibsborough. There is also a similar system in operation in Cork.

An RTÉ News report broadcast on 26 November 1986. The reporter is Kieron Wood.