IOL are a disgrace

clearz

Hi

You don’t realise how angry I am with IOL at the moment. After waiting years after the rest of the world to get broadband to have to deal with a company as incompetent as IOL is just a joke. They really would want to sort themselves out. I choose IOL because it was eircom that held the show up in this country for so long not because they were cheaper.

In our house we have always used the Internet a lot so when Anytime was released I immediately rang up esat for an order form. After waiting a WEEK the form finally came so I filled it out and sent it back the same day. I used the direct debit method of payment. A few days later esat rang to explain that the account name had to be the same as on our eircom telephone bill. I was not happy at all. The name that is on the telephone bill is my 86-year-old mother that has alzheimer's who is living with us even though I pay it. So out came another form, which was filled in and sent off the same day. About a week later everything was set up. The whole process took nearly 3 weeks which is a disgrace.

Here is a diary of my dealings with esat whilst trying to get broadband set up in my home, which will show what a monumental disaster of a company they are.

Thursday 6th November :
I realized that broadband was available in my area

Friday 7th November :
I rang up esat thinking it would be a simple matter of switching my anytime account to a broadband one but NO that was not ok they had to send out another form so I asked a few questions

Could I cancel my anytime account?
Yea no hastle.

Did the account name have to be the same as the eircom bill name?
No my own name would do.

Tuesday 11th November :
No sign of the form so I rang again and was told I was been sent out right away.

Thursday 13th November :
No sign of the form so I rang again. This time I was told that I could sign up over the net and supply my bank details then a direct debit mandate would be sent for me to sign and send back and that would be it.

Wednesday 19th November :
The direct debit thing arrived so I signed it and sent it off the same day.

Friday 21st November :
The form that I rang for 2 weeks prior finally arrives. I throw it in the bin.

Monday 24th November :
Somebody from esat rings to tell me that the account name had to be the same as on our eircom telephone bill. I was absolutely ripping after been told that it did not matter the first time I rang. I asked could the account start been processed while this was been sorted out. This could not be done I was told I would still have to wait the 15 days once a new form had been sent out, filled in and received again.

Wednesday 26th November :
Another form arrives which I fill up and send off the same day.

Thursday 27th November :
The person from esat that I have been dealing with rings and asks for a username and password. He tells me that my order will be processed straight away and the package should arrive within 12-15 working days. So I sit back and finally relax over the thing.

Today 10th December :
It has been nearly 2 weeks since I last talked with esat so I decide to give them a call to see the current status of my broadband. I rang the personal work number of the person I have been dealing with. As soon as I asked him what the story was I got the reply ‘Oh yea I think there might be a problem with that account please hold’ After holding for a few minutes (and cursing) he came back on the line to tell me that their bank wont accept the direct debit because it was a different name than the name supplied for the Account (My Mothers). I was going absolutely mad I had personally signed the direct debit and my mother had signed for the account so what was the problem. I said that this was the way we were paying for our anytime account and there was no problems. He told me that it should not have been allowed go through. He said he would try again and should know in a week or so.

I am absolutely furious. Does anyone know a complaints phone number for IOL or esat? I am willing to go to eircom now. Is there a way I can break my anytime contract because of this? I was thinking I could because of him saying it should not have been allowed go through because of the account name and the direct debit account been different.

My advice for anyone thinking of getting broadband is not to get IOL

Thanks for listing,
John.

Töpher

It's grand once it gets set up. Lol

Some people, including myself, had a 2 1/2 month (and in some cases longer, i believe) wait to get setup. Also in my case I spent an entire weekend fúcking with the computer cuz BB wasn't working and they said it was. Adter continual pestering (this was after 2 months btw) they admitted it wasn't ready, and would process my application immediately. Turns out they were just sitting on my form. A paper to use a weight on.

Their complaints/customer service dept. is as shíte as their sales and tech support depts. They will blatantly lie to you no matter what you ask. Probably even over their names!

I gotta be thankful that there's been no problems since it was set up, would top myself trying to go thru those shíts again!

All you can do is keep hounding them I guess?
Or go with another company. The service is great on IOL, getting it however is a complete pain the balls!

BKtje

Sounds like you had a rough ride alright. Sounds kind of weird really.
Goof Luck is all i can say im afraid.

Dustaz

Go with eircom. Or UTV. Or Netsource.


Make sure you call them to tell them why.

Ancient1

The only way you'll get them to do anything is to email Bill Murphy, the CEO.
I did and i got a response the next day, and things started moving (i waited 2 months). As far as i remember all their emails are firstname.lastname@esat.com

eth0_

Originally posted by Dustaz
Go with eircom. Or UTV. Or Netsource.


Make sure you call them to tell them why.

Netsource don't take home users anymore, and UTV hardly come highly recommended judging from the complaints about them on here.

Turner

email them this page and tell them to sort out their customer service reps!

exiot

The only problem I have had with IOL was the ISDN change to Broadband, but other than that they have been great.

clearz

Im after sending Bill Murphy an email that is basically a copy of the above. So Ill see if I get a phone call tomorrow.

C@non

I just got told that my kit will be sent out on the 17th and it would be set up for me, i just got my kit yesterday and the account is not set up, and they said i was not supose to receive it till the 17th it went out to early...
they got anooyed..
Jees i`m sorry was it my fault?

anyway now i`m stuck here with a cool light up modem ready to blow up the gaming servers waithing for the green light to go... but i cant connect till the 17th!!

All they have to do is activate the account! :S

dahamsta

Originally posted by clearz
Im after sending Bill Murphy an email that is basically a copy of the above. So Ill see if I get a phone call tomorrow.

Tell him I was asking for him.

adam

clearz

No phone call from Bill today. Ah well wasent really expecting one anyway. I called looking for Mary Phelan just there but was told she was at a meeting (?). So some fella that was accually quite nice listened to me and said that the manager of sales would be in contact as soon as possible. Does anyone know his/her name.

Töpher

Normally Bill Murphy would email, not call? I dunno. Very helpful man tho.

eth0_

I called looking for Mary Phelan just there but was told she was at a meeting (?).

I'm sure she wasn't, she has a severe aversion to customers.
Bill is a cool enough guy, i'm sure he'll sort you out.

clearz

Got an email from bill murphy who seems a very nice man. He said the matter will be resolved as soon as possible. Thank God sombody is finally listening.

Zombrex

Originally posted by clearz
A few days later esat rang to explain that the account name had to be the same as on our eircom telephone bill.

What are Esat like?

I signed up for both Netsmart and Anytime and never was told this. I am not the name on the Eircom phone bill and that didn't seem to be a problem. Did they change this recently or is it another typical example of some of Esat customer service people not having a clue what they are talking about??

clearz

Originally posted by Wicknight
What are Esat like?

I signed up for both Netsmart and Anytime and never was told this. I am not the name on the Eircom phone bill and that didn't seem to be a problem. Did they change this recently or is it another typical example of some of Esat customer service people not having a clue what they are talking about??

I think some of them do not have a clue because I was told that the account name did not matter by one person when it clearly does

It does not tell you this anywhere on there web site or application form about this when it is definitely something that people should know about. As you can see by my first post I had this problem with both Anytime and broadband.

And then for them to say the Account name and Direct Debit name must be the same. Even though 2 separate signatures had been given is beyond me.

Hopefully after my e-mail to Bill Murphy who forwarded it on to other high ranking managers. These things will be addressed so that other people will have to go through my dilemma.

Practical

I say go with eircom, less trouble and the download speeds/pings are perfect 90% of the time

clearz

I would have gone to eircom already but 4GB cap is far to small for our family. Even 8GB is pushing it tight.

somano

For those of you that are waiting for activation just be aware that you are more than likely paying for this privilege.

I went online on 14th of November but have been charged retrospectively since 29th October !

IOL Techs told me that they look at these pages - if so please heed. Bill Murphy you too.

When will you realise that you lose business from complaints on these pages.

A lot of the problems that customers have are common. Here are a few.

1. Change online form to show that self install is free until December 31.
2. Acknowledge and thank customer for choosing IOL. Provide an order number so order can be tracked.
3. Keep customer up to date on progress. Send an email when Eircom have okayed line. A letter or email to say installation package on the way.
4. A thank you for choosing IOL etc in modem package.
5. IOL security / firewall at outset - one would expect this to come immediately.
6. Start charging when customer gets activated not when they receive order.

Anymore ?

Ripwave

Originally posted by rorook
For those of you that are waiting for activation just be aware that you are more than likely paying for this privilege.

I went online on 14th of November but have been charged retrospectively since 29th October !

Challenge this. IOL are not entitled to charge you for a service that they haven't provided.

raster

Originally posted by rorook
...Anymore ?

Suggestions
Issue bills, by paper or email
Ensure such bill is sent at least 25 days before debit.
Ensure such bill describes what is being charged "Broadband 01/12/03-30/12/03"

Results
Customer has time to lodge money to meet debit.
Customer knows exactly what he is paying for.
Calls/emails to accounts department about mysterious debits reduced
Bad reputation of accounts department repaired, sales increase

eth0_

Originally posted by rorook

IOL Techs told me that they look at these pages - if so please heed. Bill Murphy you too.

Yes, they do, but what can tech support do about administration problems within esat? Do you think the managers would listen to anything they tell them they've seen on boards.ie? No. Tech support are the lowest in the food chain. If managers in esat read this, then there'd be a point to your spiel.

clearz

The point to my spiel is to show potential broadband customers what kind of service to expect. Ant to point out the account name problem that will add on at least another week to your waiting time.

somano

Actually clearz I actually think he meant my spiel !

So I will email this thread to the Customer Services and Sales Director.

eth0_

Originally posted by rorook
Actually clearz I actually think he meant my spiel !

I'm a 'she' :-)
And yes it was rorook that was intended for, hence my _quoting_ rorook :P

kleefarr

I applied for Iol broadband and got it up an running 14 days later!

No complaints here. In fact I was very pleased with the service.


Kevin

raster

Originally posted by kleefarr
I applied for Iol broadband and got it up an running 14 days later!

No complaints here. In fact I was very pleased with the service.


Kevin

With their modem?

kleefarr

Yep, with the ZyXEL P630 ADSL Modem.

somano

But did you get your free Symantec 2004 Norton Firewall 2004 ?;)

Lex_Diamonds

We were overcharged by two months in our first bill. Got it sorted. Even though we have direct debit setup its appearing along with our usual esat paper bill and isnt being withdrawn, so we pay it by cheque. Oddness. :rolleyes:

kleefarr

Originally posted by rorook
But did you get your free Symantec 2004 Norton Firewall 2004 ?;)

Yes!

jozi

when do we get the intrenet security package??? does anyone know!!!
dont know if clearz mentions above that he know some one who ordered iolbb after he did, well im happily surfing now for nearly a month

hope you get it monday,
kick your ass in ut!!!

Jozi

Gummy Panda

Bill Murphy is a nice guy and it seems that boards.ie has some weight when dealing.

I'd recommend emailing Gary Dempsey the product manager. After dealing with bill Murphy, he passed me onto Gary who is also a nice guy.

Unfortunitly IOL like most companies have employees who don't bother reading policy or make up their own as they go along.

That thing about the name being the same as the account holder is rubbish as my broadband account is under my name and the phone is under my mothers.

I would suggest that IOL re-think their billing policies as a friend of mine on the service when to his bank today to see when did they take the money. The bank told him IOL tried but there wasn't enough lodged. This occuried a few weeks ago.

He rang IOL and they told him he has to manual lodge the money to them today. He was not even informed by them that they never got the money. I'm sure the only thing they would have informed him with would have been a letter from their debt collectors demanding payment in full and penalties.

Redshift

Originally posted by clownboy

I'd recommend emailing Gary Dempsey the product manager. After dealing with bill Murphy, he passed me onto Gary who is also a nice guy.

Gary, will sort you out, Nice Guy and a good friend of mine actually.

Red

clearz

I have been dealing with Angela Keegan since emailing Bill. I think might be starting to slip again. I got an email Thursday from somebody called Emer she used the words

"I have definite confirmation that your Broadband Modem will be with you by
tomorrow evening. you are on the SDS dlivery list for tomorrow." (Friday)

Its now Saturday.

I am to be switched on, on the 30th which is a bit of a joke after the amount of time I have been onto them. I wonder if its eircom's fault or theirs. Even if it is eircom Esat should get off their A$$es and do something about it. They are loosing customers to eircom because of it.
God if only eircom's cap was 8GB I would have gone long ago. I would love an XBox.

Sarn

My IOL account is also in my name with the line rental in my fathers name.

Just to reassure anyone who's worried about penalties for not paying promptly, so far I've not been charged for not paying on time (since bills began in July). As I've mentioned in other posts this is because ESAT are incapable of setting up a direct debit (3 failures so far) from my account and don't issue any form of invoice. I now pay by credit card when the overdue letter arrives every 2 months. Due one by now actually, probably stuck in the holiday post.

Ancient1

so far I've not been charged for not paying on time (since bills began in July). As I've mentioned in other posts this is because ESAT are incapable of setting up a direct debit (3 failures so far) from my account and don't issue any form of invoice

"incapable" is an understatement - but you're damn right.

I got billed yesterday - the FIRST time since July, I've been buggin them every single week. I'm not prepared to pay a huge bill every 4-5 months if they're incapable of charging their own customers (direct debit - their own terms..)
I've heard different excuses from every "agent" i've dealt with. And i've been billed yesterday, just after i received an "amount overdue" statement.

If Eircon had the same allowance i'd be gone. Imbeciles.

Fabre

Well at least you received a statment, I only got a call from one of their agent.

And tbh I am quite happy they didn't manage to set up the direct debit, seeing how they are working I would hate to be charged twice or overcharged.

Woden

Originally posted by Sarn
My IOL account is also in my name with the line rental in my fathers name.

How did you manage this as i was told flat out no it wasn't possible after i send in my application like that the end result of which was i've signed up for eircom's bb this morning (but i am getting a cheap ipod )

uRbaN

. A few days later esat rang to explain that the account name had to be the same as on our eircom telephone bill. I was not happy at all. The name that is on the telephone bill is my 86-year-old mother that has alzheimer's who is living with us even though I pay it.

that was the first thing i asked when i applied, and they said no problem, it can go in ur name. I have been waiting since the end of October..

1. Called up- was told to fill in the online registration--did so

2. About a week later got the form thorugh the post, fair enough filled it in and sent it off the same day

3. 2 weeks later called up to get a progress report..."yeah there seems to be a problem with your application- your line is not eligible i think....oh no yours is a different problem- you filled out your eircom account number wrong on the application form" I gave hime the right details and received an assurance that this would get things moving.

4. About another 2 weeks later I called up again and was told all is well, your queued ..no problems.

5. 3 days ago i get a call from Iol who tells me there is a problem with my application, the eircom account number i filled in on the form is incorrect. I told her i know this, and that I had already supplied iol with the right number. She said quite honestly that whomever I had dealt with on the last call had not followed through...
January is the new ETA

2 months now of total fannying around.
The people you deal with on the phone seem to have limited knowledge or access to information to help them do their jobs. I asked one guy will I receive a call when the engineer is going to come out, and he said "i think they send a letter". Its a complete customer service nightmare, and if they come back and say I cant have it in my own name, it must be in the ole mans, I might just break down and cry

clearz

that was the first thing i asked when i applied, and they said no problem, it can go in ur name. I have been waiting since the end of October..

1. Called up- was told to fill in the online registration--did so

2. About a week later got the form thorugh the post, fair enough filled it in and sent it off the same day

3. 2 weeks later called up to get a progress report..."yeah there seems to be a problem with your application- your line is not eligible i think....oh no yours is a different problem- you filled out your eircom account number wrong on the application form" I gave hime the right details and received an assurance that this would get things moving.

4. About another 2 weeks later I called up again and was told all is well, your queued ..no problems.

5. 3 days ago i get a call from Iol who tells me there is a problem with my application, the eircom account number i filled in on the form is incorrect. I told her i know this, and that I had already supplied iol with the right number. She said quite honestly that whomever I had dealt with on the last call had not followed through...
January is the new ETA

2 months now of total fannying around.
The people you deal with on the phone seem to have limited knowledge or access to information to help them do their jobs. I asked one guy will I receive a call when the engineer is going to come out, and he said "i think they send a letter". Its a complete customer service nightmare, and if they come back and say I cant have it in my own name, it must be in the ole mans, I might just break down and cry

I know the waiting sucks. Im after getting my broadband finally set up. I am after logging on for the first time about 10 mins ago. Its class I have already downloaded a few tunes. Just keep the pressure on them. Get in contact with sombody higher than the telesales and you might eventually get broadband also.

Best of luck
John.

oneweb

Originally posted by jozi
when do we get the intrenet security package??? does anyone know!!!
dont know if clearz mentions above that he know some one who ordered iolbb after he did, well im happily surfing now for nearly a month

hope you get it monday,
kick your ass in ut!!!

Jozi

Been using IOLBB a month now (mmm, broadbandy goodness )

Have called them a few times RE: Security package - still haven't received it. Bloke said they prolly send them out in batches last time I rang :rolleyes:

I think I posted this already, but:
I got the modem to start,
I had to ring for the modem setup CD and filters.
Got a UTV Clicksilver CD in the post :dunno:
Had to call again for the correct CD (tho the UTV one worked fine)
Got the proper modem CD, but as yet no Norton package :rolleyes:

Hellraiser

Just wanted some feedback from you guys regarding your pings on IOL for about the last month.

I play COD, UT2004 and a few other games online, recently i was getting reall bad lag spikes due to high pings.

I rang them a few times and was told that they cannot do anything about ping issues, as my downloads are not affected, then about 2 weeks later i do start to get probs with downloads and try ringing them, no answer from their ****ty tech lines, try mailing them, again no answer, so after this post im going to mail Bill and see what he has to say about the matter.

l3rian

sounds to me that if clearz and uRbaN had filled out the forms correctly in the first place all delays could have been avoided

eth0_

Why are you dragging up a 6 month old post? Why don't you just start a new thread about pings?

Hellraiser

Ooops sorry didnt see that it was 6 months old, i was directed here by a friend to ask for help, and now a moderator basically gives out to me for doing so.

Ah well, start a new thread i will so.

Moriarty

Just to be clear, eth0_ isn't a moderator here, so dont mind what she says. It doesn't matter too much that you dragged up the thread either.

Hellraiser

Ok thanks, but i am confused to why he isnt an moderator even tough it says it under his username.

Moriarty

eth0_ is mod of the Mac and Tattoo/piercing forums. I'm mod (along with some others, listed at the top of the page of the forum index) of the Broadband and Ireland Offline forums. Basically it's whatever is listed beside the "Mod:" part in the thingy to the left of this text.

Outside the forums we mod, were exactly the same as every other non-mod, no special 'rights' or powers.

Cabaal

Originally posted by clearz
I used the direct debit method of payment. A few days later esat rang to explain that the account name had to be the same as on our eircom telephone bill. I was not happy at all. The name that is on the telephone bill is my 86-year-old mother that has alzheimer's who is living with us even though I pay it. So out came another form,

It does not matter if you pay it, it also don't matter if some newbie agent in IOL told you it does not need to be the same

Its common that this info needs to match (or atleast in the UK)

If you are annoyed you might want to suggest that IOL addresses this issue of mis-information with its agents on the phone