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Terrible Eircom Customer Service

  • 31-08-2014 4:22pm
    #1
    NJC Omega
    Registered Users Posts: 9 ✭


    So this is my story so far with eircom customer service.

    I moved into a new house 3 weeks ago which did not have a phone line in it. So on Saturday the 9th August I put in a request with eircom for both a phone line installation and a broadband service.

    At the time I was assured by the eircom customer service that no cabling would be required for the phone line to be installed, despite me querying this twice because it didn't sound practical.

    On the 9th August I was given a call out time for a technician to install the line between 14:00 and 17:00 on Monday 18th August.

    I was informed I would receive a text from the technician one working day prior to the installation to confirm. 

    Here are the sequence of events which have unfolded since then:

    - No call/text was received on Friday 15th August so I rang 1901 that evening when I was informed a technician was scheduled for the 18th between 09:00 - 12:00. Having not planned for this, my girlfriend took a day off on that Monday so that she could be at the house on the Monday morning.

    - Monday 18th August - No technician calls in the morning. My girlfriend rings 1901 and gets a different customer service representative at lunch time who informs her the technician is scheduled to call out to the house on Saturday 23rd August with no record of a call out on the 18th. 

    - So I ring up 1901 myself to complain about this and I am informed that the original appointment on August 18th between 14:00 - 17:00 is still in the system and that this was always the call out time. Again, completely different information to that which the two previous customer service reps have given.

    - The technician calls out to the house at 16:45. Walks around for 5 minutes and confirms that 3 - 4 hours of cabling work will be required and that I will need my landlord's permission for this. Again, completely different information to that which I received from the original customer service rep. 

    - The technician says his company (outsourced from eircom) will ring me Tuesday 19th August to confirm a new call out time. 

     - I receive no phone call on Tuesday 19th August. So after I have received my landlord's permission, I call 1901 myself to arrange the call out. The customer service representative says they have put in the request with the cable company and I will receive a phone call with them the following day. 

    - Wednesday 20th August goes by and still no phone call. 

    - Thursday 21st August - I ring 1901 again to see what is the delay. They inform me there is a record on the system saying the technician arrived on August 18th and there was nobody in the house when they called. They also confirm that no request was sent to the technicians on Tuesday 19th August. 

    At this stage I was getting sick and tired of the misinformation which was being given by everyone but it only gets worse.

    - The customer service representative then gives me the cable company phone number to call and arrange the call myself. I ring them and they inform me there is absolutely no way for them to schedule a call out without it going through the eircom system....so they send me back to ring 1901.

    -  So Thursday evening I again ring 1901 and I get a different customer service rep. They inform me they have definitely now put in the order for a call out with a technician and that it will take 5 working days for them to respond to me....5 working days.

    - I wait until Wednesday 27th August (5 working days) to make my next call to 1901 because of course I haven't been contacted by them yet. They (again) inform me that the record in the system says I missed my appointment on August 18th, which is of course incorrect, and that there has been a delay in the cabling company responding to me. I should expect a call either Wednesday evening or Thursday morning to arrange a call out.

    - Friday 29th August  - I call 1901 again because I still have not been contacted by anyone. They inform me have sent a message to the cable company to get an update and that the cable company might get to it Friday, Saturday or Monday and that I should expect a call then.

    So here I am now on Sunday 31st August, over 3 weeks after I have put in my initial order and absolute no closer to getting a phone line into my house. 

    I was told that 10 working days is the maximum that I would have to wait for this line to be installed. 

    I would just like to highlight to anyone who is planning on getting a new line that this is absolutely untrue and that you will be waiting much longer than this.

    So far, I have wasted literally hours on the phone about this issue and my girlfriend has wasted a day's annual leave. 

    This is quite simply the worst customer service I have ever experienced. It seems like absolutely nobody in eircom talks to one another, and the amount of misinformation in the company is staggering. 

    Good luck to anyone who has to enjoy this experience in future. 



     


«1

Comments

  • #2
    Razzen
    Registered Users, Registered Users 2 Posts: 152 ✭✭Razzen


    I've at least gotten one step further, But still more terrible Eircom customer service.

    I signed up to a Bundle deal (TV, Phone and Broadband) offered by a sales rep at my door. After two days I decided to cancel this and ring Eircom. I was asked why I was canceling and explained My wife didn't like the TV packages offered and I was going to just order the EFibre unlimited bundle online. The Customer service rep mentioned she could sort that out for me now and sign me up for the deal, and quoted me a price of €24 for first 6 months etc. So far everything seemed great, and I st and awaited installation etc. That all passed without issue and I thought that the switch had been smooth and painless.

    Until I got my first bill! which was 4 times what i had expected.. so I rang up to sort it out and that's where the fun started. Lets just say I've now spoken to five different service reps. All of whom wont change my bundle to the one I signed up for. They currently have me paying everything separately I'm not on any bundle etc. and they keep telling me I'm no longer a new customer so i can't sign up for these deals, I'm arguing that I signed up for these deals as a new customer and they put me on the wrong package. One rep even stated that I rang in and asked to be removed from all bundles and asked to be charged separately for everything WTF? So I demanded that they replay the original call and see what I signed up for.

    I've was told this would take 24/48 hours and that they would definitely call me back, So after three days I ring back and go through similar again, and again get promised by two separate reps that they would call me back later that day, (ask someone was on lunch that they had to speak too) that was Last Thursday, and yes I'm still waiting, I'm sick of reps promising to call me back, and then never returning the call.

    I've now also discovered that they never canceled my original contract with UPC as they had promised to do and I even queried it during my calls and was again re-assured that they would sort the switch with UPC, now I'm being billed from both :(


  • #3
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Hi NJC Omega

    I'm very sorry to hear of this, I can fully understand the level of disappointment you must feel right now and I apologise for this and for all the inconvenience this has caused.

    Please feel free to PM me your order number and I will look in to this for you

    Thanks
    Al


  • #4
    murpmcmurphy
    Registered Users Posts: 4 ✭murpmcmurphy


    Razzen wrote: »
    I've at least gotten one step further, But still more terrible Eircom customer service.

    I signed up to a Bundle deal (TV, Phone and Broadband) offered by a sales rep at my door. After two days I decided to cancel this and ring Eircom. I was asked why I was canceling and explained My wife didn't like the TV packages offered and I was going to just order the EFibre unlimited bundle online. The Customer service rep mentioned she could sort that out for me now and sign me up for the deal, and quoted me a price of €24 for first 6 months etc. So far everything seemed great, and I st and awaited installation etc. That all passed without issue and I thought that the switch had been smooth and painless.

    Until I got my first bill! which was 4 times what i had expected.. so I rang up to sort it out and that's where the fun started. Lets just say I've now spoken to five different service reps. All of whom wont change my bundle to the one I signed up for. They currently have me paying everything separately I'm not on any bundle etc. and they keep telling me I'm no longer a new customer so i can't sign up for these deals, I'm arguing that I signed up for these deals as a new customer and they put me on the wrong package. One rep even stated that I rang in and asked to be removed from all bundles and asked to be charged separately for everything WTF? So I demanded that they replay the original call and see what I signed up for.

    I've was told this would take 24/48 hours and that they would definitely call me back, So after three days I ring back and go through similar again, and again get promised by two separate reps that they would call me back later that day, (ask someone was on lunch that they had to speak too) that was Last Thursday, and yes I'm still waiting, I'm sick of reps promising to call me back, and then never returning the call.

    I've now also discovered that they never canceled my original contract with UPC as they had promised to do and I even queried it during my calls and was again re-assured that they would sort the switch with UPC, now I'm being billed from both :(

    Your not alone razzen. I understand completely what you're going through. It's hard to believe how bad eircom is unless you're trying to sort something out with them. I've had absolute war with them. Everytime I call they seem to have no record of what was agreed in the previous call. I cancelled the service, took 100 phone calls and 6 weeks, still not sorted. Luckily for me, they sent a letter cancelling my sky- I'm with upc and that's exactly what I told them from day 1. So no down time with upc while I'm trying to get rid of these joker's.
    You have my sympathy, unfortunately I can't give you any advise apart from writing to conreg. Dealing with eircom will only drive you nuts, they're disgraceful


  • #5
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    murpmcmurphy wrote: »
    Razzen wrote: »
    I've at least gotten one step further, But still more terrible Eircom customer service.

    I signed up to a Bundle deal (TV, Phone and Broadband) offered by a sales rep at my door. After two days I decided to cancel this and ring Eircom. I was asked why I was canceling and explained My wife didn't like the TV packages offered and I was going to just order the EFibre unlimited bundle online. The Customer service rep mentioned she could sort that out for me now and sign me up for the deal, and quoted me a price of €24 for first 6 months etc. So far everything seemed great, and I st and awaited installation etc. That all passed without issue and I thought that the switch had been smooth and painless.

    Until I got my first bill! which was 4 times what i had expected.. so I rang up to sort it out and that's where the fun started. Lets just say I've now spoken to five different service reps. All of whom wont change my bundle to the one I signed up for. They currently have me paying everything separately I'm not on any bundle etc. and they keep telling me I'm no longer a new customer so i can't sign up for these deals, I'm arguing that I signed up for these deals as a new customer and they put me on the wrong package. One rep even stated that I rang in and asked to be removed from all bundles and asked to be charged separately for everything WTF? So I demanded that they replay the original call and see what I signed up for.

    I've was told this would take 24/48 hours and that they would definitely call me back, So after three days I ring back and go through similar again, and again get promised by two separate reps that they would call me back later that day, (ask someone was on lunch that they had to speak too) that was Last Thursday, and yes I'm still waiting, I'm sick of reps promising to call me back, and then never returning the call.

    I've now also discovered that they never canceled my original contract with UPC as they had promised to do and I even queried it during my calls and was again re-assured that they would sort the switch with UPC, now I'm being billed from both :(

    Your not alone razzen. I understand completely what you're going through. It's hard to believe how bad eircom is unless you're trying to sort something out with them. I've had absolute war with them. Everytime I call they seem to have no record of what was agreed in the previous call. I cancelled the service, took 100 phone calls and 6 weeks, still not sorted. Luckily for me, they sent a letter cancelling my sky- I'm with upc and that's exactly what I told them from day 1. So no down time with upc while I'm trying to get rid of these joker's.
    You have my sympathy, unfortunately I can't give you any advise apart from writing to conreg. Dealing with eircom will only drive you nuts, they're disgraceful

    Hi murpmcmurphy


    I'm sorry to hear of the issues you are experiencing. I'm not too sure of the full extent of the issue so if you would like to send me a PM including your eircom account details and issues in hand I will be happy to look in to this further for you.

    Thanks
    Al
     


  • #6
    Mary63
    Closed Accounts Posts: 801 ✭✭✭Mary63


    Would it not be better for the eircom staff replying here to relocate to customer services in Eircom and actually answer the phones.
    The general response seems to be,we are sorry for your trouble and we are all looking into a big deep hole trying to figure out a way to provide you with a phone line.
    I havent actually seen any eircom rep being able to state that their efforts to expedite the case has led any nearer to a solution.
    If someone takes a days annual leave to be there for Eircom staff and no one turns up financial compensation should be paid to that customer.This is simply not good enough.


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  • #7
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    NJC Omega wrote: »
    So this is my story so far with eircom customer service.

    I moved into a new house 3 weeks ago which did not have a phone line in it. So on Saturday the 9th August I put in a request with eircom for both a phone line installation and a broadband service.

    At the time I was assured by the eircom customer service that no cabling would be required for the phone line to be installed, despite me querying this twice because it didn't sound practical.

    On the 9th August I was given a call out time for a technician to install the line between 14:00 and 17:00 on Monday 18th August.

    I was informed I would receive a text from the technician one working day prior to the installation to confirm. 

    Here are the sequence of events which have unfolded since then:

    - No call/text was received on Friday 15th August so I rang 1901 that evening when I was informed a technician was scheduled for the 18th between 09:00 - 12:00. Having not planned for this, my girlfriend took a day off on that Monday so that she could be at the house on the Monday morning.

    - Monday 18th August - No technician calls in the morning. My girlfriend rings 1901 and gets a different customer service representative at lunch time who informs her the technician is scheduled to call out to the house on Saturday 23rd August with no record of a call out on the 18th. 

    - So I ring up 1901 myself to complain about this and I am informed that the original appointment on August 18th between 14:00 - 17:00 is still in the system and that this was always the call out time. Again, completely different information to that which the two previous customer service reps have given.

    - The technician calls out to the house at 16:45. Walks around for 5 minutes and confirms that 3 - 4 hours of cabling work will be required and that I will need my landlord's permission for this. Again, completely different information to that which I received from the original customer service rep. 

    - The technician says his company (outsourced from eircom) will ring me Tuesday 19th August to confirm a new call out time. 

     - I receive no phone call on Tuesday 19th August. So after I have received my landlord's permission, I call 1901 myself to arrange the call out. The customer service representative says they have put in the request with the cable company and I will receive a phone call with them the following day. 

    - Wednesday 20th August goes by and still no phone call. 

    - Thursday 21st August - I ring 1901 again to see what is the delay. They inform me there is a record on the system saying the technician arrived on August 18th and there was nobody in the house when they called. They also confirm that no request was sent to the technicians on Tuesday 19th August. 

    At this stage I was getting sick and tired of the misinformation which was being given by everyone but it only gets worse.

    - The customer service representative then gives me the cable company phone number to call and arrange the call myself. I ring them and they inform me there is absolutely no way for them to schedule a call out without it going through the eircom system....so they send me back to ring 1901.

    -  So Thursday evening I again ring 1901 and I get a different customer service rep. They inform me they have definitely now put in the order for a call out with a technician and that it will take 5 working days for them to respond to me....5 working days.

    - I wait until Wednesday 27th August (5 working days) to make my next call to 1901 because of course I haven't been contacted by them yet. They (again) inform me that the record in the system says I missed my appointment on August 18th, which is of course incorrect, and that there has been a delay in the cabling company responding to me. I should expect a call either Wednesday evening or Thursday morning to arrange a call out.

    - Friday 29th August  - I call 1901 again because I still have not been contacted by anyone. They inform me have sent a message to the cable company to get an update and that the cable company might get to it Friday, Saturday or Monday and that I should expect a call then.

    So here I am now on Sunday 31st August, over 3 weeks after I have put in my initial order and absolute no closer to getting a phone line into my house. 

    I was told that 10 working days is the maximum that I would have to wait for this line to be installed. 

    I would just like to highlight to anyone who is planning on getting a new line that this is absolutely untrue and that you will be waiting much longer than this.

    So far, I have wasted literally hours on the phone about this issue and my girlfriend has wasted a day's annual leave. 

    This is quite simply the worst customer service I have ever experienced. It seems like absolutely nobody in eircom talks to one another, and the amount of misinformation in the company is staggering. 

    Good luck to anyone who has to enjoy this experience in future. 



     

    Hi NJC Omega

    I have had a report from operations informing me that your line is now installed, the order is yet to complete on all eircom systems but the line should be fully working for you now.

    Has anybody contacted you in relation to placing the broadband order?

    Al


  • #8
    Nettleman
    Registered Users, Registered Users 2 Posts: 651 ✭✭✭Nettleman


    I had similar installation chaos at our house too...installer very unhelpful, we didn't want cables all over our house either, eventually got sorted and they issued credit for hassle and shear annoyance, in fairness, I think they have improved from a few years back


  • #9
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Nettleman wrote: »
    I had similar installation chaos at our house too...installer very unhelpful, we didn't want cables all over our house either, eventually got sorted and they issued credit for hassle and shear annoyance, in fairness, I think they have improved from a few years back
    Hi Nettleman

    Sorry to hear of the negative experience but good to hear it eventually got sorted
    Al


  • #10
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    And I thought my experiences were a one off ! Similar story about delays and misinformation. Customer service raised an official complaint on my behalf last Tuesday (2nd sept) as I raised so many issues but, 8 days later, I have not heard a word from them. Very disappointed with everything Eircom :(


  • #11
    Nettleman
    Registered Users, Registered Users 2 Posts: 651 ✭✭✭Nettleman


    Little fish wrote: »
    And I thought my experiences were a one off ! Similar story about delays and misinformation. Customer service raised an official complaint on my behalf last Tuesday (2nd sept) as I raised so many issues but, 8 days later, I have not heard a word from them. Very disappointed with everything Eircom :(
    I had told them that I was not entering into an 18 month contract until they could assure me they had changed their ways, the eircom of old always got my blood pressure up, old civil service attitude, and
    arrogance to boot. installation issues aside (which is contracted out), its so far so good, but they didn't switch on free Setanta/BT sports when my install went live which was part of the deal. It runs for  months, but....wait for it, you have to phone up after the 60 days to instruct them to turn it off, otherwise you get charged!!! Their systems cannot allow a standing instruction to be put on the account to switch it off after free trial period.


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  • #12
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    Nettleman wrote: »
    I had told them that I was not entering into an 18 month contract until they could assure me they had changed their ways, the eircom of old always got my blood pressure up, old civil service attitude, and
    arrogance to boot. installation issues aside (which is contracted out), its so far so good, but they didn't switch on free Setanta/BT sports when my install went live which was part of the deal. It runs for  months, but....wait for it, you have to phone up after the 60 days to instruct them to turn it off, otherwise you get charged!!! Their systems cannot allow a standing instruction to be put on the account to switch it off after free trial period.

    I finally got broadband 2 days ago (over a month after I ordered it) and am counting the days already until my contract expires and I can switch. Wondering if my issues will ever be addressed, probably not ......


  • #13
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Little fish wrote: »
    Nettleman wrote: »
    I had told them that I was not entering into an 18 month contract until they could assure me they had changed their ways, the eircom of old always got my blood pressure up, old civil service attitude, and
    arrogance to boot. installation issues aside (which is contracted out), its so far so good, but they didn't switch on free Setanta/BT sports when my install went live which was part of the deal. It runs for  months, but....wait for it, you have to phone up after the 60 days to instruct them to turn it off, otherwise you get charged!!! Their systems cannot allow a standing instruction to be put on the account to switch it off after free trial period.

    I finally got broadband 2 days ago (over a month after I ordered it) and am counting the days already until my contract expires and I can switch. Wondering if my issues will ever be addressed, probably not ......
    Hi Little fish

    If I can help in any way please PM me the details of the issue in hand including your account details and I will look in to this further for you.

    Al


  • #14
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    Thanks Al, will do. Although, tbh, I think my new account is flagged as 'do not assist' or similar as every Eircom employee I have spoken to seems to have made a promise they did not keep.


  • #15
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Little fish wrote: »
    Thanks Al, will do. Although, tbh, I think my new account is flagged as 'do not assist' or similar as every Eircom employee I have spoken to seems to have made a promise they did not keep.
    Hi Little fish

    I can assure you such practice is not entertained and I will be happy to assist. Please PM the details.

    Thanks
    Al


  • #16
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    Dear Al

    Yesterday I sent you all the details I had relating to my single order of one Eircom bundle, namely 2 x account nos, 2 x ref nos, 2 x order nos.

    Today in the post I have received a letter with a third order no which I will also PM you, along with the very conflicting information on said letter.
    Line 1 : connection fee 0.00, monthly rental 24.79
    Line 2 : connection fee 24.79, monthly rental 0.00
    Line 3 : residence line 0.00, monthly rental 20.96

    I do hope I get enough notice of my first bill so I can cancel my direct debit as I am 99.5% certain it will be wrong. In fact, I might just cancel it now to alleviate the stress I will be caused when you remove more than the agreed amounts from my bank account.

    I am very disappointed not to have had any feedback from my official complaint, lodged 9 days ago now.

    Regards
    Debbie


  • #17
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Little fish wrote: »
    Dear Al

    Yesterday I sent you all the details I had relating to my single order of one Eircom bundle, namely 2 x account nos, 2 x ref nos, 2 x order nos.

    Today in the post I have received a letter with a third order no which I will also PM you, along with the very conflicting information on said letter.
    Line 1 : connection fee 0.00, monthly rental 24.79
    Line 2 : connection fee 24.79, monthly rental 0.00
    Line 3 : residence line 0.00, monthly rental 20.96

    I do hope I get enough notice of my first bill so I can cancel my direct debit as I am 99.5% certain it will be wrong.  In fact, I might just cancel it now to alleviate the stress I will be caused when you remove more than the agreed amounts from my bank account.

    I am very disappointed not to have had any feedback from my official complaint, lodged 9 days ago now.

    Regards
    Debbie

    [font=Times New Roman","serif]Hi Little fish

    I've tried calling you although I keep getting straight through to your mobile number voicemail.

    Can you PM a good contact number for you please?

    Al[/font]


  • #18
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    Dear Al

    Thank you for your phone call and satisfactory conclusion.

    Kind regards
    Debbie

    P.s. If I ever have any further queries with my Eircom account I will take up your offer of contacting you again.


  • #19
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Little fish wrote: »
    Dear Al

    Thank you for your phone call and satisfactory conclusion.

    Kind regards
    Debbie

    P.s. If I ever have any further queries with my Eircom account I will take up your offer of contacting you again.
    No worries Little fish

    You are more than welcome :)

    Al


  • #20
    murpmcmurphy
    Registered Users Posts: 4 ✭murpmcmurphy


    Mary63 wrote: »
    Would it not be better for the eircom staff replying here to relocate to customer services in Eircom and actually answer the phones.
    The general response seems to be,we are sorry for your trouble and we are all looking into a big deep hole trying to figure out a way to provide you with a phone line.
    I havent actually seen any eircom rep being able to state that their efforts to expedite the case has led any nearer to a solution.
    If someone takes a days annual leave to be there for Eircom staff and no one turns up financial compensation should be paid to that customer.This is simply not good enough.

    You're absolutely right Mary. They have an online team that search social network sites looking for eircom complaints, they try to subdue you with -" sorry to hear about your problem if you just pm me I'll look into this matter for you". And in typical eircom fashion nothing coherent happens. There is a lot of very unhappy customers out there and instead of concentrating on rectifying the basic problems in eircom they instead employ an online team to calm us all down.....


  • #21
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    murpmcmurphy wrote: »
    Mary63 wrote: »
    Would it not be better for the eircom staff replying here to relocate to customer services in Eircom and actually answer the phones.
    The general response seems to be,we are sorry for your trouble and we are all looking into a big deep hole trying to figure out a way to provide you with a phone line.
    I havent actually seen any eircom rep being able to state that their efforts to expedite the case has led any nearer to a solution.
    If someone takes a days annual leave to be there for Eircom staff and no one turns up financial compensation should be paid to that customer.This is simply not good enough.

    You're absolutely right Mary. They have an online team that search social network sites looking for eircom complaints, they try to subdue you with -" sorry to hear about your problem if you just pm me I'll look into this matter for you". And in typical eircom fashion nothing coherent happens. There is a lot of very unhappy customers out there and instead of concentrating on rectifying the basic problems in eircom they instead employ an online team to calm us all down.....

    [font=Times New Roman","serif]Sorry to see you feel this way murpmcmurphy

    I can't remember ever receiving a PM from you? I've double checked my private message inbox and there is no PM from you there either. If you have an issue please feel free to PM me the details and I will happily assist.

    Evidentially from this thread you will see that I asked little fish to PM the details and after looking in to things and establishing a resolution a satisfactory conclusion was found (view post #18).

    Thanks
    Al[/font]


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  • #22
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    Dear Al, I have just received my second bill and was expecting €24 plus call charges (€1.08) but I have been charged €56.81 ?!? Please can you investigate, thanks Debbie


  • #23
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Little fish wrote: »
    Dear Al,  I have just received my second bill and was expecting €24 plus call charges (€1.08) but I have been charged €56.81 ?!? Please can you investigate, thanks Debbie

    [font=Times New Roman","serif]Sorry to hear this Little fish

    I've looked in to this and I see that the correct package was not applied until the 16th of October and the bill issues date if the bill in question was the 15th - this basically means that the following bills will reflect the correct package of €24.

    At present there is no outstanding balance on your account credits have been approved which leaves your account in credit of €1.73 cent. I have also arranged the a credit to reflect that the correct package charge is applicable to the latest bill ( a credit of 31.48 ) leaving your account in a state of credit of €33.21.

    Thanks

    Al[/font]


  • #24
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    Thanks Al, appreciate that - the thought of phoning customer service brings me out in a sweat !


  • #25
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Little fish wrote: »
    Thanks Al, appreciate that - the thought of phoning customer service brings me out in a sweat !
    No worries Little fish

    Happy to help :)

    Al


  • #26
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    Hi Al, should I expect to be able to see this credit on my online account ? As yet I cannot. Thanks


  • #27
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Little fish wrote: »
    Hi Al, should I expect to be able to see this credit on my online account ? As yet I cannot.  Thanks
    Hi Little fish

    No, it will not appear on the online account until the next bill is available.

    Thanks
    Al


  • #28
    spacetrap
    Registered Users Posts: 59 ✭✭spacetrap


    I moved into a new apartment a month ago . The fibre socket was already installed so I phoned Eircom to sign up for the broadband and evision as there isno aerial so no saorview. First off they could not find the address on their system. This took almost a week to rectify. Then an engineer called out to check the line and switched on the line. I had to ring back two days after this to let them know it was active as I was told it takes two days to appear on the system. Next thing a regular modem was posted with half the address missing and only by checking the sorting office in Ennis to find out why we did not receive it did we get it. I phoned Eircom again to switch on broadband but was told as I was getting fibre it was pointless switching it on. I was then given a new installation date for a week later which was yesterday. The engineer came out done all the work inside and then went to the cab outside to switch it on. He came back to tell me that it could not be switched on as the cab number he was given by Eircom was wrong and that he would have to fail the job. He told us to ring them today and get a priority installation as what gas happened is a joke. I done this today. I rang 3 Times to find out when it will get done. The first call I was assured it would be complete within 24 hours. The second call I was told management are looking into it and the third has me rightly peevedas iI have been now told it will be next week as Monday is a bank holiday and that another modem will have to be sent out. So another weekend with no tv or internet. An absolute joke at this stage.


  • #29
    kincaid
    Registered Users, Registered Users 2 Posts: 1,396 ✭✭✭kincaid


    We are having trouble with Eircom too, Their customer services is extremely poor, the worst we have seen yet, always telling us they will call you back but never do.
    I cant understand why they treat their customers like this, telling untruths, they take the time to send out the bills which are always paid but when you need something or something is wrong your are forgot about.


  • #30
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    spacetrap wrote: »
    I moved into a new apartment a month ago . The fibre socket was already installed so I phoned Eircom to sign up for the broadband and  evision as there isno aerial so no saorview. First off they could not find the address on their system. This took almost a week to rectify. Then an engineer called out to check the line and switched on the line. I had to ring back two days after this to let them know it was active as I was told it takes two days to appear on the system. Next thing a regular modem was posted with half the address missing and only  by checking the sorting office in Ennis to find out why we did not receive it did we get it. I phoned Eircom again to switch on broadband but was told as I was getting fibre it was pointless switching it on. I was then given  a new installation date for a week later which was yesterday. The engineer came out done all the work inside and then went to the cab outside to switch it on. He came back to tell me that it could not be switched on as the cab number he was given by Eircom was wrong and that he would have to fail the job. He told us to ring them today and get a priority installation as what gas happened is a joke. I done this today. I rang 3 Times to find out when it will get done. The first call I was assured it would be  complete within 24 hours. The second call I was told management are looking into it and the third has me rightly peevedas iI have been now told it will be next week as Monday is a bank holiday and that another modem will have to be sent out. So another weekend with no tv or internet. An absolute joke at this stage.
    I'm genuinely sorry to hear of this spacetrap

    Please do feel free to PM me your AC or Order number and I'll look in to this further for you.

    Thanks
    Al


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  • #31
    doctorg
    Registered Users Posts: 555 ✭✭✭doctorg


    eircom: Alan wrote: »
    Little fish wrote: »
    Thanks Al, will do. Although, tbh, I think my new account is flagged as 'do not assist' or similar as every Eircom employee I have spoken to seems to have made a promise they did not keep.
    Hi Little fish

    I can assure you such practice is not entertained and I will be happy to assist. Please PM the details.

    Thanks
    Al
    Then why doesn't anyone from Eircom care to respond to my thread????


  • #32
    spacetrap
    Registered Users Posts: 59 ✭✭spacetrap


    eircom: Alan wrote: »
    I'm genuinely sorry to hear of this spacetrap

    Please do feel free to PM me your AC or Order number and I'll look in to this further for you.

    Thanks
    Al

    Alan I sent you the details on Friday but have heard nothing back from you. I phoned Eircom again today and now they tell me they must cancel the current order and after 48 hours I have to ring back and reorder . So this all means it will be next week at the earliest before a technician will call. ARE YE SERIOUS. An absolutely disgusting way to treat customers.


  • #33
    eircom: Tracey
    Closed Accounts Posts: 795 ✭✭✭eircom: Tracey


    spacetrap wrote: »
    eircom: Alan wrote: »
    I'm genuinely sorry to hear of this spacetrap

    Please do feel free to PM me your AC or Order number and I'll look in to this further for you.

    Thanks
    Al

    Alan I sent you the details on Friday but have heard nothing back from you. I phoned Eircom again today and now they tell me they must cancel  the current order and after 48 hours I have to ring back and reorder . So this all means it will be next week at the earliest before a technician will call. ARE YE SERIOUS. An absolutely disgusting way to treat customers.
    Hi spacetrap, 

    I've checked this in the systems and with the eFibre support team and I'm afraid the order has to be cancelled and it can be re-issued in 48 hours. 

    Unfortunately there is no more I can do with this.

    Sorry for all inconvenience caused.


    Thanks

    Tracey 


  • #34
    spacetrap
    Registered Users Posts: 59 ✭✭spacetrap


    Tracey can you please send me my UAN by private mail as I cannot wait any longer.


  • #35
    eircom: Tracey
    Closed Accounts Posts: 795 ✭✭✭eircom: Tracey


    spacetrap wrote: »
    Tracey can you please send me my UAN by private mail as I cannot wait any longer.
    Hi spacetrap,

    I have sent you a PM there.

    Thanks

    Tracey


  • #36
    ppg
    Registered Users Posts: 11 ✭ppg


    I too am having a lot of trouble with eircom intstallation and customer services 

    First ordered evision online on 29th Oct. with an installation date of 4th Nov. When nothing happened rang eircom on 5th Nov. and spoke with very helpful young man called Michael. He apologised and said that due to a glitch in the system the order wasn't processed. He took my bank details etc and placed another order with an installation date of 12 Nov. stating that couldn't give the online offer of 24 euro for 6  months followed by 65 .euro for 12 months but that he would organise a 90 euro credit to offset this. I received an order number and an eircom a/c number. Michael told me it would be easy to contact him personally if there was any problems through 1901  When the installer never materialised I rang eircom again and asked for Michael (second name also supplied) nobody was willing to connect me to Michael. Talked to several people ,being bandied about from sales to service and   back again several times, basically being told the same thing that the order never made it to whatever destination it was intended. I was told I had no option but to cancel the second order and re-order !!! but that cancellation would take between 5 to 10 days before I could re-order. I thought I would check out UPC Horizon, but eircom said I would still have to wait until the current order was cancelled between 5 to 10 days before being able to place an order with them. Checked out Horizon anyway but didn't like the bad press it is receiving on various blogs so decided to go back to eircom. Got through to sales who sent me to customer services who sent me back to sales who sent me to cancellations and they eventually hung up when my wife got irate with them. What a way to conduct a business. Hard to believe but I still want the service and the original offer. Wonder what are the chances of this. BTW I have fibre broadband sockets and there will be very little installation required.


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  • #37
    Mary63
    Closed Accounts Posts: 801 ✭✭✭Mary63


    If you think this is bad wait until you have signed up to a contract with eircom,it will get worse and worse and you can never get the same person twice,is anything worth this hassle.

    I switched to upc and I have the hoizion box,I am pleased with upc,their customer service is very good,someone will answer the phone and go to great length on the odd occasion we lose service.We arent getting the speeds promised and eircom probably wont supply them either but UPC is reliable and the company is professionally run.

    Eircom doesnt seem to have a single redeeming feature and its customer service is abysmal.


  • #38
    ppg
    Registered Users Posts: 11 ✭ppg


    Mary63 wrote: »
    If you think this is bad wait until you have signed up to a contract with eircom,it will get worse and worse and you can never get the same person twice,is anything worth this hassle.

    I switched to upc and I have the hoizion box,I am pleased with upc,their customer service is very good,someone will answer the phone and go to great length on the odd occasion we lose service.We arent getting the speeds promised and eircom probably wont supply them either but UPC is reliable and the company is professionally run.

    Eircom doesnt seem to have a single redeeming feature and its customer service is abysmal
    Thanks Mary for taking the time to post. Looks like there is no customer service worth their salt in the whole of Irelan


  • #39
    ppg
    Registered Users Posts: 11 ✭ppg


    As I am very new to this just noticed the eircom representatives have a response time and a response rate. - Are we judging them?
     Plus I didn't know they were here on boards.ie


  • #40
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    Dear Al, I have just got my latest bill, these seem to have to ability to leave me mentally exhausted now. Last month I was promised a credit of €31.48 was put on my account and that my correct package was also applied, this should have left my account still in credit after this months bill was issued but instead I have a bill of €58.09. No credit applied to my account and my package still wrong. What is going on ? You leave me with no choice but to cancel my direct debit. This is just too much to bear, will I ever be billed correctly ??


  • #41
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    Little fish wrote: »
    Dear Al, I have just got my latest bill, these seem to have to ability to leave me mentally exhausted now. Last month I was promised a credit of €31.48 was put on my account and that my correct package was also applied, this should have left my account still in credit after this months bill was issued but instead I have a bill of €58.09. No credit applied to my account and my package still wrong. What is going on ? You leave me with no choice but to cancel my direct debit. This is just too much to bear, will I ever be billed correctly ??

    Any updates on this ?


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  • #42
    eircom: Tony
    Closed Accounts Posts: 2,226 ✭✭✭eircom: Tony


    ppg wrote: »
    I too am having a lot of trouble with eircom intstallation and customer services 

    First ordered evision online on 29th Oct. with an installation date of 4th Nov. When nothing happened rang eircom on 5th Nov. and spoke with very helpful young man called Michael. He apologised and said that due to a glitch in the system the order wasn't processed. He took my bank details etc and placed another order with an installation date of 12 Nov. stating that couldn't give the online offer of 24 euro for 6  months followed by 65 .euro for 12 months but that he would organise a 90 euro credit to offset this. I received an order number and an eircom a/c number. Michael told me it would be easy to contact him personally if there was any problems through 1901  When the installer never materialised I rang eircom again and asked for Michael (second name also supplied) nobody was willing to connect me to Michael. Talked to several people ,being bandied about from sales to service and   back again several times, basically being told the same thing that the order never made it to whatever destination it was intended. I was told I had no option but to cancel the second order and re-order !!! but that cancellation would take between 5 to 10 days before I could re-order. I thought I would check out UPC Horizon, but eircom said I would still have to wait until the current order was cancelled between 5 to 10 days before being able to place an order with them. Checked out Horizon anyway but didn't like the bad press it is receiving on various blogs so decided to go back to eircom. Got through to sales who sent me to customer services who sent me back to sales who sent me to cancellations and they eventually hung up when my wife got irate with them. What a way to conduct a business. Hard to believe but I still want the service and the original offer. Wonder what are the chances of this. BTW I have fibre broadband sockets and there will be very little installation required.
    Hi ppg
    Apologies that this has taken so long and you remain without service...
    If you PM me your details ( order no, landline no or full address I can look into this for you. We can hopefully clarify what the delay was and act on your order for you.
    Tony


  • #43
    eircom: Tony
    Closed Accounts Posts: 2,226 ✭✭✭eircom: Tony


    Little fish wrote: »
    Little fish wrote: »
    Dear Al,  I have just got my latest bill, these seem to have to ability to leave me mentally exhausted now.  Last month I was promised a credit of €31.48 was put on my account and that my correct package was also applied, this should have left my account still in credit after this months bill was issued but instead I have a bill of €58.09. No credit applied to my account and my package still wrong.  What is going on ? You leave me with no choice but to cancel my direct debit.  This is just too much to bear, will I ever be billed correctly ??

    Any updates on this ?
    Hi Little fish
    Al is away today, I can chase this for you though. Can you PM me your account details? It may be case credit is on bill,but this bill was processed before credit could appear on bill.  Either way, if this has been promised to you we can apply.
    Apologies for the frustration.
    Tony 


  • #44
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    eircom: Tony wrote: »
    Hi Little fish
    Al is away today, I can chase this for you though. Can you PM me your account details? It may be case credit is on bill,but this bill was processed before credit could appear on bill.  Either way, if this has been promised to you we can apply.
    Apologies for the frustration.
    Tony 

    Not only have credits not been applied, my whole package is wrong. Should be just €24 a month for 6 months and it has not started yet ?? Pm'd details


  • #45
    eircom: Tony
    Closed Accounts Posts: 2,226 ✭✭✭eircom: Tony


    Little fish wrote: »
    eircom: Tony wrote: »
    Hi Little fish
    Al is away today, I can chase this for you though. Can you PM me your account details? It may be case credit is on bill,but this bill was processed before credit could appear on bill.  Either way, if this has been promised to you we can apply.
    Apologies for the frustration.
    Tony 

    Not only have credits not been applied, my whole package is wrong. Should be just €24 a month for 6 months and it has not started yet ??  Pm'd details
    Hi Little Fish, Al had PM'd you on this yesterday, but I have PM'd you with update now and this seems to be resolved. Let us know if any further issue there.
    Tony


  • #46
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    eircom: Tony wrote: »
    Hi Little Fish, Al had PM'd you on this yesterday, but I have PM'd you with update now and this seems to be resolved. Let us know if any further issue there.
    Tony

    Umm, fraid not! No PM yesterday and no credit and package still wrong, in fact nothing is resolved as nothing has been done


  • #47
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    Little fish wrote: »
    Umm, fraid not! No PM yesterday and no credit and package still wrong, in fact nothing is resolved as nothing has been done

    Hi Tony, I can see how you are mistaken in thinking Al had messaged me yesterday but it was, in fact, 20th October - a month ago that I received that message and NOT 20th November (yesterday) as you presumed


  • #48
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    Little fish wrote: »
    Hi Tony, I can see how you are mistaken in thinking Al had messaged me yesterday but it was, in fact, 20th October - a month ago that I received that message and NOT 20th November (yesterday) as you presumed

    Any updates ?!


  • #49
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    Little fish wrote: »
    Any updates ?!

    Please ..... I owe you nothing and cannot afford to have you take over €50 from my account just because you can and you don't care :(


  • #50
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    Little fish wrote: »
    Little fish wrote: »
    Any updates ?!

    Please ..... I owe you nothing and cannot afford to have you take over €50 from my account just because you can and you don't care :(
    HI Little fish

    While I can see that there are still clearly package issues which I will look in to I can also confirm that a credit to the total of €115 has been applied to your account on the 11/9 which has resulted in your first two months of service not being charged at any cost to you.

    I will follow this up in relation to the package costs and get back to you as soon as possible.

    Thanks
    Al


  • #51
    Little fish
    Registered Users Posts: 105 ✭✭Little fish


    While I can see that there are still clearly package issues which I will look in to I can also confirm that a credit to the total of €115 has been applied to your account on the 11/9 which has resulted in your first two months of service not being charged at any cost to you.

    I will follow this up in relation to the package costs and get back to you as soon as possible.

    Thanks
    Al

    What is the problem ? I signed up for €24 a month - NOT over €50. This is the second month in a row I have been charged wrong. A month ago you promised you had credited my account and amended the package but you have not. €24 a month was supposedly half price so I would have thought not applying the deal would make it €48 but it is more. This is a breach of contract and I will be looking to terminate my contract with eircom without penalty if any funds are taken from my account this month. I can't believe you think €115 credit should only last 2 months on a €24 a month deal - the Maths just don't add up !


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