Billing Problem

mdwexford · 21-06-2012 12:48pm #1

Just off the phone after being on a 58 minute call to Eircom.
The phone customer service is a disgrace, put through to 5 different people and constantly on hold and nobody had a clue what was going on, when the last guy had no idea who I was I just hung up.

I have been an Eircom customer receiving bills about the 6th of each month.
Last week I upgraded to fibre broadband.
On 6th June I received my old bill for 45 euros.
This morning I received a bill dated 18 June for 50 euros.
The new bill has a new account number and a different phone number.

I will obviously not be paying both of these bills.

I would appreciate some help in this matter because the call centre haven't a clue transferring me to broadband, to billing, to fibre and back to billing.

eircom: Mark · 21-06-2012 2:28pm

mdwexford wrote: »

Just off the phone after being on a 58 minute call to Eircom.
The phone customer service is a disgrace, put through to 5 different people and constantly on hold and nobody had a clue what was going on, when the last guy had no idea who I was I just hung up.

I have been an Eircom customer receiving bills about the 6th of each month.
Last week I upgraded to fibre broadband.
On 6th June I received my old bill for 45 euros.
This morning I received a bill dated 18 June for 50 euros.
The new bill has a new account number and a different phone number.

I will obviously not be paying both of these bills.

I would appreciate some help in this matter because the call centre haven't a clue transferring me to broadband, to billing, to fibre and back to billing.

Hi mdwexford,

We have your old account number, can you PM me the new account number you received on the bill and I will get back to you.

Thanks, Mark

eircom: Mark · 21-06-2012 2:47pm

mdwexford wrote: »

Just off the phone after being on a 58 minute call to Eircom.
The phone customer service is a disgrace, put through to 5 different people and constantly on hold and nobody had a clue what was going on, when the last guy had no idea who I was I just hung up.

I have been an Eircom customer receiving bills about the 6th of each month.
Last week I upgraded to fibre broadband.
On 6th June I received my old bill for 45 euros.
This morning I received a bill dated 18 June for 50 euros.
The new bill has a new account number and a different phone number.

I will obviously not be paying both of these bills.

I would appreciate some help in this matter because the call centre haven't a clue transferring me to broadband, to billing, to fibre and back to billing.

Hi mdwexford,

I found your new account 7636XXXX

When providing the fibre broadband was issued as a separate account rather than assigned to your existing account. Did you request a Voice (VOIP) and broadband plan when you requested the fibre broadband?

Thanks, Mark

mdwexford · 21-06-2012 3:31pm

Hi Mark,

Yeah that's the one.

I just got a letter in the post saying fibre is available in my area now and call to upgrade.

I rang and said I was interested, the guy asked me did I need a phone package as well.
I said I don't have a phone in my house and only used Eircom for broadband.
He said then that the fibre would cost me 40 a month.
I said perfect go ahead and sort out an installation for me.

eircom: Mark · 21-06-2012 3:59pm

mdwexford wrote: »

Hi Mark,

Yeah that's the one.

I just got a letter in the post saying fibre is available in my area now and call to upgrade.

I rang and said I was interested, the guy asked me did I need a phone package as well.
I said I don't have a phone in my house and only used Eircom for broadband.
He said then that the fibre would cost me 40 a month.
I said perfect go ahead and sort out an installation for me.

Hi mdwexford,

Ok, well usually what would happen is the fibre order would be issued on the existing account and once the broadband is installed and up and running the standard land line will be ceased and a broadband voice plan will be added and assigned to the existing number.

See packages: http://www.eircom.net/broadband/fibre/

If you call fibre sales on 1800 40 40 30

They can arrange that for you.

Thanks, Mark

VinLieger · 21-06-2012 4:15pm

Hi im having the exact same issue atm, no idea what is happening, seem to be being billed twice with 2 account numbers and nobody on customer billing has a clue whats going on

tunedout · 21-06-2012 4:21pm

VinLieger wrote: »

Hi im having the exact same issue atm, no idea what is happening, seem to be being billed twice with 2 account numbers and nobody on customer billing has a clue whats going on

Hi if you can PM me either of your account numbers I will have a look at this for you.

VinLieger · 21-06-2012 4:25pm

actually seeme to have gotten a customer rep who understands whats happening, like above the old account was never canceled so looks like its being sorted now

eircom: Mark · 21-06-2012 4:45pm

VinLieger wrote: »

actually seeme to have gotten a customer rep who understands whats happening, like above the old account was never canceled so looks like its being sorted now

Hi VinLieger,

If you need me to check anything or if you have any follow up queries. Please PM me with your tel no: or eircom account number.

Thanks, Mark

mdwexford · 22-06-2012 12:47am

eircom: Mark wrote: »

Hi mdwexford,

Ok, well usually what would happen is the fibre order would be issued on the existing account and once the broadband is installed and up and running the standard land line will be ceased and a broadband voice plan will be added and assigned to the existing number.

See packages: http://www.eircom.net/broadband/fibre/

If you call fibre sales on 1800 40 40 30

They can arrange that for you.

Thanks, Mark

No no no.

I've already gotten my fibre and now I've been charged my normal bill dated June 6th and now a fibre bill dated June 18th.

eircom: Mark · 22-06-2012 3:49pm

mdwexford wrote: »

No no no.

I've already gotten my fibre and now I've been charged my normal bill dated June 6th and now a fibre bill dated June 18th.

Hi mdwexford,

Yes I know, but obviously if you only want the one account. You can add broadband voice (call package) as a bundle with the fibre broadband. Transfer your telephone number onto the fibre line.

Then delete the old standard phone / broadband line if you like?

Thanks, Mark

mdwexford · 22-06-2012 4:52pm

eircom: Mark wrote: »

Hi mdwexford,

Yes I know, but obviously if you only want the one account. You can add broadband voice (call package) as a bundle with the fibre broadband. Transfer your telephone number onto the fibre line.

Then delete the old standard phone / broadband line if you like?

Thanks, Mark

I don't want any call package.

I just want my billing issue sorted out.

I of course don't want my old line now I have fibre and the guy who upgraded me should have cancelled that line when I upgraded.

eircom: Mark · 22-06-2012 5:06pm

mdwexford wrote: »

I don't want any call package.

I just want my billing issue sorted out.

I of course don't want my old line now I have fibre and the guy who upgraded me should have cancelled that line when I upgraded.

Hi mdwexford,

Do you specifically want to keep your old number or do you mind either way?

Thanks, Mark

mdwexford · 22-06-2012 7:42pm

eircom: Mark wrote: »

Hi mdwexford,

Do you specifically want to keep your old number or do you mind either way?

Thanks, Mark

Makes no difference to me Mark.

I just use it solely for Internet, I don't even have a house phone.

eircom: Mark · 25-06-2012 1:27pm

mdwexford wrote: »

Makes no difference to me Mark.

I just use it solely for Internet, I don't even have a house phone.

Hi mdwexford,

I am looking to arrange to cease your standard land line account - 7541xxxx so you will just have the fibre broadband account active with eircom. I should get back to you with an update by tomorrow.

Thanks, Mark

mdwexford · 25-06-2012 2:36pm

Cool, thanks for your help Mark.

If you could also find out how much I owe or what my billing situation is please.

eircom: Mark · 26-06-2012 5:09pm

mdwexford wrote: »

Cool, thanks for your help Mark.

If you could also find out how much I owe or what my billing situation is please.

Hi mdwexford,

I have sent on the request to cancel the standard account to a manager in cancellations to insure no contract or cancellation charges are applied. As the separate fibre account has been set up.

Thanks, Mark

mdwexford · 26-06-2012 11:22pm

Ok that's grand Mark and what's the story with my billing issue then?

eircom: Mark · 27-06-2012 1:48pm

mdwexford wrote: »

Ok that's grand Mark and what's the story with my billing issue then?

Hi mdwexford,

I have got confirmation that your old account has been cancelled REF: 3163258C 27/06/12.

Eircom will send a final bill to your address only charging up until the date of cancellation. Going forward the fibre account will be the only account you have with eircom.

Thanks, Mark

mdwexford · 27-06-2012 8:09pm

Ok so I'll wait until I get that bill before paying anything then?

I have two bills here at the moment.

Just want to make sure I don't get disconnected or anything.

eircom: Tony · 28-06-2012 12:02pm

mdxfordwe wrote: »

Ok so I'll wait until I get that bill before paying anything then?

I have two bills here at the moment.

Just want to make sure I don't get disconnected or anything.

Hi mdxfordwe,
I can confirm that your old account has been disconnected in full and you should receive a final statement in the post shortly. I would recommend that you not pay the latest bill but wait instead for final statement for this account.

In relation to your new account you will not be disconnected and the service will go ahead as agreed. If there is any problems with this do get back to me immediately
Tony

mdwexford · 09-07-2012 7:42pm

11 days later and still no final statement and today I get an overdue account letter for the fibre bill I have gotten. I will not be paying any money until the original issue I had that I posted here about 18 days ago is resolved.

Are your company really that bad at letting each other know what the hell is going on because the five idiots I talked to on the 21st of June certainly hadnt got a clue what was happening.

Sort out my billing issue this week or I will be moving to a different service provider.

eircom: Mark · 10-07-2012 1:59pm

mdwexford wrote: »

11 days later and still no final statement and today I get an overdue account letter for the fibre bill I have gotten. I will not be paying any money until the original issue I had that I posted here about 18 days ago is resolved.

Are your company really that bad at letting each other know what the hell is going on because the five idiots I talked to on the 21st of June certainly hadnt got a clue what was happening.

Sort out my billing issue this week or I will be moving to a different service provider.

Hi,

I can confirm the final bill was issued on the 28/06/12

The bill was in credit:

28/06/12 BILL -26.22 CR -2.13 CR

I can print a hard copy and post it directly to uou if you like?

Thanks, Mark

mdwexford · 10-07-2012 3:54pm

Very strange I didnt receive it then.

Yeah you can post it or email it to me please Mark.

So is that credit amount coming off my first fibre bill then?

eircom: James · 10-07-2012 5:04pm

mdwexford wrote: »

Very strange I didnt receive it then.

Yeah you can post it or email it to me please Mark.

So is that credit amount coming off my first fibre bill then?

Hi mdwexford,

Mark is out of office at the moment. Will check with him in the morning. You are correct in saying that any credits on the old account will be transferred into the new one though. Will get back to you tomorrow and let you know what's happening.

Regards

James

eircom: Mark · 11-07-2012 12:25pm

mdwexford wrote: »

Very strange I didnt receive it then.

Yeah you can post it or email it to me please Mark.

So is that credit amount coming off my first fibre bill then?

Hi mdwexford,

My apologies, I checked with the billing department and the end final bill still needs to be issued as the account was only ceased on the 28/06/12

They confirmed it will be sent out within the next week. so I will let you know of the correct final amount on the account when the bill has been issued.

Thanks, Mark

mdwexford · 11-07-2012 2:19pm

So almost two weeks after the account was ceased and the final bill still has not been issued.

Is that normal practice with Eircom?

God this has been a shocking debacle, if id known it was going to be this much hassle I wouldnt have bothered swithching to fibre.

Thanks for your help anyway because if I had to discuss it with the mongoloids on the phone id be lucky to have it sorted by Christmas.

eircom: Mark · 11-07-2012 4:06pm

mdwexford wrote: »

So almost two weeks after the account was ceased and the final bill still has not been issued.

Is that normal practice with Eircom?

God this has been a shocking debacle, if id known it was going to be this much hassle I wouldnt have bothered swithching to fibre.

Thanks for your help anyway because if I had to discuss it with the mongoloids on the phone id be lucky to have it sorted by Christmas.

Hi,

I am sorry the fibre broadband should have been added to the existing account.

The two week time-frame is standard practice for final bills I'm afraid.

I can assure you when the final bill has been issued. You will only have the one fibre account with eircom.

I will keep checking it our end and keep you posted.

Thanks, Mark

mdwexford · 16-07-2012 12:27pm

Got another urgent payment required letter this morning.

It is threatening immediate restriction of service, if this happens I will be looking for alternative service providers.

I do not appreciate these letters when it is Eircom in the wrong re their bill issuing.

Can a simple note not be put on my account explaining the situation so the "credit manager" as the note is signed by can see what is going on.

eircom: Mark · 16-07-2012 2:11pm

mdwexford wrote: »

Got another urgent payment required letter this morning.

It is threatening immediate restriction of service, if this happens I will be looking for alternative service providers.

I do not appreciate these letters when it is Eircom in the wrong re their bill issuing.

Can a simple note not be put on my account explaining the situation so the "credit manager" as the note is signed by can see what is going on.

Hi mdwexford,

Apologies the reminder / overdue amount letters are issued automatically. I apologise for that. The final bill was issued on Friday the 13/07/12. That bill will show an early cease charge of €106.45 exc Vat or €130.93 Inc Vat.

** Again please ignore that. That is not relevant to you as you set up the fibre broadband account. I am going to credit that charge off the account and get back to you soon to confirm.

Thanks, Mark

mdwexford · 23-07-2012 11:38am

Ok so now I have a bill from the original account for 138.08 and now I have received my fibre bill for 50.62 for my first bill and 60.29 for my second for a total of 110.91 even though I was told my fibre was going to be 50 a month.

Looking at the details of the bill I have just seen I have been charged for broadband excess usage, are you people kidding me. I was told on the phone it was unlimited usage or I never would have changed when I am a heavy downloader.

I have lost patience with this now and these bills are piling up due to Eircoms complete non communication within their departments and just general awful customer service.

eircom: Mark · 23-07-2012 5:07pm

mdwexford wrote: »

Ok so now I have a bill from the original account for 138.08 and now I have received my fibre bill for 50.62 for my first bill and 60.29 for my second for a total of 110.91 even though I was told my fibre was going to be 50 a month.

Looking at the details of the bill I have just seen I have been charged for broadband excess usage, are you people kidding me. I was told on the phone it was unlimited usage or I never would have changed when I am a heavy downloader.

I have lost patience with this now and these bills are piling up due to Eircoms complete non communication within their departments and just general awful customer service.

Hi mdwexford,

As I advised on the 16/07/12. "please ignore the final bill" I have cancelled an charges relating to your old account 7541xxxx.

The current balance outstanding on that account is 0.00

There has been two bills issued for your fibre account 7636XXXX since it was activated on the 07/06/12 which is why the balance is €110.91.

Thanks, Mark

mdwexford · 23-07-2012 7:50pm

You said you would get back to me soon to confirm.

Ok so I owe nothing on the 138 bill then, that one is gone and can be ignored yes?

So i can go ahead and pay the other bill yes?

What about the fact I was told on the phone when signing up that fibre broadband has no download cap?

eircom: Mark · 24-07-2012 4:56pm

mdwexford wrote: »

You said you would get back to me soon to confirm.

Ok so I owe nothing on the 138 bill then, that one is gone and can be ignored yes?

So i can go ahead and pay the other bill yes?

What about the fact I was told on the phone when signing up that fibre broadband has no download cap?

Hi mdwexford,

Yes I can confirm that the balance of the old account is cleared and does not need to be paid.

Yes the new bill as I outlined is for two months. I have put a note on the account to insure you have enough time to pay it.

The fibre 25 package has a 100GB usage allowance per month.

http://www.eircom.net/broadband/fibre/products/hero/25Mb/

The fibre 50 package for €55 has the higher allowance of 250GB per month.

http://www.eircom.net/broadband/fibre/products/hero/50Mb/

Thanks, Mark

mdwexford · 24-07-2012 6:15pm

Thanks for that Mark

As I said above, I was told by the guy when I rang up about fibre that it was an unlimited download cap. If this is not the case I was ill informed and would not have upgraded.

It's pretty pointless having super fast broadband with a measly 100gb allowance.

And since when have Eircom been enforcing download caps, everyone in the country exceeds their cap every month and no one ever gets charged.

eircom: Mark · 25-07-2012 5:01pm

mdwexford wrote: »

You said you would get back to me soon to confirm.

Ok so I owe nothing on the 138 bill then, that one is gone and can be ignored yes?

So i can go ahead and pay the other bill yes?

What about the fact I was told on the phone when signing up that fibre broadband has no download cap?

Hi mdwexford,

I am looking to see if we have a recording of the fibre sale with our sales team. This may take a few days.

Would be you be looking to upgrade the fibre package?

Thanks, Mark

mdwexford · 25-07-2012 7:33pm

Ok, cool.

Well 100gb is not enough for me anyway.

eircom: Mark · 26-07-2012 5:23pm

mdwexford wrote: »

Ok, cool.

Well 100gb is not enough for me anyway.

Hi mdwexford,

The manger in fibre sales confirmed that he listened to the call and got back to me as follows:

Just listened to the call and the agent (Amo) clearly advised the customer of the 100 GB usage per month and the customer was happy to proceed with the order.

Also when I spoke to you on the 21/06/12 I sent you a direct liink to the packages before placing the order that clearly outlines the details of the package.

Post:

Hi mdwexford,

Ok, well usually what would happen is the fibre order would be issued on the existing account and once the broadband is installed and up and running the standard land line will be ceased and a broadband voice plan will be added and assigned to the existing number.

See packages: http://www.eircom.net/broadband/fibre/

If you call fibre sales on 1800 40 40 30

They can arrange that for you.

Thanks, Mark

As such the excess usage charges will have to be upheld I'm afraid.

Thanks, Mark

mdwexford · 27-07-2012 2:15am

Perhaps I was so excited by the fast speeds I wasn't listening to the finer details but to have a 100gb cap on a fibre line is a complete joke.

What have you got to say about Eircom not enforcing download caps on thousands of people every month. I often downloaded 500gb or more when my cap was 200gb or something like that.

This whole debacle has been a complete disaster and frankly I think you have a cheek to try and charge me for excess when you have made a mess of my accounts for the past month.

If UPC were an option in Wexford I would get rid of Eircom instantly and I will be sure to tell anyone who will listen to avoid Eircom at all costs.

Regardless of this now I have no option but to upgrade my package to the 250gb cap and 50mb speeds. I have previously been advised this costs 50 euros a month because I don't want any calls included.

bobmalooka · 27-07-2012 2:19am

Recording of a sale that long ago still on the system? if it was me id ask for a copy to be e-mailed.

eircom: Mark · 27-07-2012 1:58pm

mdwexford wrote: »

Perhaps I was so excited by the fast speeds I wasn't listening to the finer details but to have a 100gb cap on a fibre line is a complete joke.

What have you got to say about Eircom not enforcing download caps on thousands of people every month. I often downloaded 500gb or more when my cap was 200gb or something like that.

This whole debacle has been a complete disaster and frankly I think you have a cheek to try and charge me for excess when you have made a mess of my accounts for the past month.

If UPC were an option in Wexford I would get rid of Eircom instantly and I will be sure to tell anyone who will listen to avoid Eircom at all costs.

Regardless of this now I have no option but to upgrade my package to the 250gb cap and 50mb speeds. I have previously been advised this costs 50 euros a month because I don't want any calls included.

Hi mdwexford,

I have sent you a PM. Let me know if you need me to clarify anything.

Thanks, Mark

mdwexford · 27-08-2012 3:16pm

Back again I'm afraid Mark for what I hope will be the last time.
I can't get any success with anyone on the phone with Eircom so you're my last hope yet again.

I rang about 10 days ago about my fibre speeds which I had increased to the 50mb package but was still only receiving 25mb speeds.

After the usual thing of being passed from department to department I eventually got through to a guy who was in fibre. This genius only suggested solution was to check speedtest which of course I had already done. After that confirmed my 25mb speeds he didn't seem to have a clue what to do. He said he would have to get an engineer out and took my phone number and said he would call me back with details of the engineer visit. Needless to say I never received any call.

Now I have received a bill charging me for 50mb speeds which I didn't get so won't be paying for.

Don't even bother with the engineer visit now because I'm moving house next week and couldn't care less what speeds are in my current location.

I shall be going back to next gen broadband in my new house and I shall be making sure not to be a guinea pig for any more of Eircoms fledgling schemes because fibre customer service is non existent and nobody working in Eircom has a clue about it because they have never encountered it before and don't seem to have been trained up in anything.

Thanks.

Almost forgot to give you the two reference numbers I received so maybe the shoddy customer service I received might not happen to someone else.

Eir-chm-5821062
4708971

eircom: Mark · 27-08-2012 3:47pm

mdwexford wrote: »

Back again I'm afraid Mark for what I hope will be the last time.
I can't get any success with anyone on the phone with Eircom so you're my last hope yet again.

I rang about 10 days ago about my fibre speeds which I had increased to the 50mb package but was still only receiving 25mb speeds.

After the usual thing of being passed from department to department I eventually got through to a guy who was in fibre. This genius only suggested solution was to check speedtest which of course I had already done. After that confirmed my 25mb speeds he didn't seem to have a clue what to do. He said he would have to get an engineer out and took my phone number and said he would call me back with details of the engineer visit. Needless to say I never received any call.

Now I have received a bill charging me for 50mb speeds which I didn't get so won't be paying for.

Don't even bother with the engineer visit now because I'm moving house next week and couldn't care less what speeds are in my current location.

I shall be going back to next gen broadband in my new house and I shall be making sure not to be a guinea pig for any more of Eircoms fledgling schemes because fibre customer service is non existent and nobody working in Eircom has a clue about it because they have never encountered it before and don't seem to have been trained up in anything.

Thanks.

Almost forgot to give you the two reference numbers I received so maybe the shoddy customer service I received might not happen to someone else.

Eir-chm-5821062
4708971

Hi mdwexford,

It may take a few days to look as to why you are still getting max 25MB after upgrading to the 50MB fibre package. However I will get back to you soon as soon as I have an update.

Thanks, Mark

mdwexford · 03-09-2012 4:15pm

Any update Mark?

eircom: Mark · 03-09-2012 5:07pm

mdwexford wrote: »

Any update Mark?

Hi mdwexford,

I have checked with sales ant confirmed that the package upgrade has taken effect, so I have sent an escalation to fibre broadband support and will be back to you tomorrow at the latest.

Thanks, Mark

mdwexford · 06-09-2012 12:19pm

Fibre support are as slow and rubbish for you as they are for me I guess then.

eircom: Mark · 06-09-2012 4:11pm

mdwexford wrote: »

Fibre support are as slow and rubbish for you as they are for me I guess then.

Hi mdwexford,

Apologies the case was escalated to fibre engineers. I was hoping I might have an update today, unfortunately not. I will chase it up again tomorrow and get back to you.

Thanks, Mark

mdwexford · 11-09-2012 11:12pm

Over two weeks again now with no answers from fibre support.

Whoever is in charge can be told I won't be paying any fibre bill because the customer service I have received over the past couple of months has been shocking.

When my new next gen broadband is setup in my new house hopefully things will be better.

eircom: Mark · 12-09-2012 12:43pm

mdwexford wrote: »

Fibre support are as slow and rubbish for you as they are for me I guess then.

Hi,

I am very sorry I have not gotten back to you as yet. I am still tracking the case with engineers and pushing for a resolution. I will let you know as soon as I get anything back.

Thanks, Mark

eircom: Mark · 12-09-2012 3:35pm

mdwexford wrote: »

Over two weeks again now with no answers from fibre support.

Whoever is in charge can be told I won't be paying any fibre bill because the customer service I have received over the past couple of months has been shocking.

When my new next gen broadband is setup in my new house hopefully things will be better.

Hi mdwexford,

Apologies, I was unaware you had already cancelled the account. To confirm that has been completed as of yesterday.

REF: 3466249C

Thanks, Mark

mdwexford · 13-09-2012 10:06am

Yes I have but I still got charged for 50mb speeds last month when I only got 25mb speeds and spent about 25 euros on phone calls to support who promised me engineer callouts and to call me back on the phone and instead nothing was done.

Fibre support is utterly non existent and I feel aggrieved that I was the guinea pig trying it out when it wasn't ready to be on the market from the looks of it.

I imagine I could take this fiasco to comreg because I think I have been treated shockingly by Eircom over the past few months.

If it wasn't for you on here god knows when anything would have gotten done.

Billing Problem

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