I Don't Love Digiweb.........Anymore

Kintarō Hattori

I've just noticed that they've been billing me twice for the last four months. When I was living in Balbriggan I was using their service. In preperation for moving into the city centre, I asked them to connect me in the new apartment. They said they had to cancel the service in Balbriggan in order to do this, so no problem I told them to go ahead and do that.

I've just noticed on online banking that they billed me twice in one day, so going back through the invoices they've been billing me for my current place and my supposedly cancelled Balbriggan account. It annoys me because I kept the emails for their sales agent telling they have to cancel one place to connect the other.

I rang them up and it was like, 'Oh right, we'll send you out a cheque so'. I didn't have to go into any major detail or argue with them. It was almost like they've had this happen many other times.

dam099

eo980 wrote:

I rang them up and it was like, 'Oh right, we'll send you out a cheque so'. I didn't have to go into any major detail or argue with them. It was almost like they've had this happen many other times.

Thats one interpretation, maybe it's just their Customer Support are more accomodating than one might expect based on other ISP's. Perhaps their system showed them clearly they had made a mistake so why argue? TBH while annoying mistakes do happen in life is it not better they rectify it quickly and without giving you grief than deny the problem even exists like other well known ISP's would have done.

event

eo980 wrote:

I've just noticed that they've been billing me twice for the last four months. When I was living in Balbriggan I was using their service. In preperation for moving into the city centre, I asked them to connect me in the new apartment. They said they had to cancel the service in Balbriggan in order to do this, so no problem I told them to go ahead and do that.

I've just noticed on online banking that they billed me twice in one day, so going back through the invoices they've been billing me for my current place and my supposedly cancelled Balbriggan account. It annoys me because I kept the emails for their sales agent telling they have to cancel one place to connect the other.

I rang them up and it was like, 'Oh right, we'll send you out a cheque so'. I didn't have to go into any major detail or argue with them. It was almost like they've had this happen many other times.

why dont you like them?

they made a mistake and are paying you back, without question?

were you looking for a BT style debacle?

christ, ye should be thankful

Kintarō Hattori

They never told me they made a mistake. I only found it out by chance going through the invoices. They double billed me for FOUR months and would have continued had I not said anything.

Getting them to cancel the service and my phone line in Balbriggan was a major thing orchastrated by them so they could provide me with the service in the city centre. You would think after making such a big affair of it, that they actually would turn off the service in Balbriggan.

What exactly should I be thankful for?

bk

eo980 wrote:

What exactly should I be thankful for?

Your description makes Digiweb sound like saints.

Seriously you should go and read some of the threads about BT. Digiweb made a mistake and once pointed out corrected it with no argument. That is pretty much as good as you can get with customer service.

As for why they didn't notice the mistake, well I'm sure they have thousands of accounts, accounts which are charged in an automated manner by accounting software, so they would have never noticed it without you pointing it out. Nothing underhanded about it, just how all businesses operate since the introduction of the computer.

dub45

It shows how bad standars are though when the general comment is ''thats grand by the standards of others''! The fact is that this type of thing should not happen.

Direct debits hitting an account that are not budgeted for can mess up payment in respect of other direct debits etc ect and the sad fact is that companies dont give a f*** about this.

A customer cancelling an account should be able to take for granted that a dd will be cancelled immediately thats not too much to ask. In this case all the poster seems to have got is the promise of a refund and not even an apology.

If we accept lousy standards thats all we will get. Meanwhile Digweb have had an interest free loan at the posters expense.

Kintarō Hattori

dub45 wrote:

It shows how bad standars are though when the general comment is ''thats grand by the standards of others''! The fact is that this type of thing should not happen.

Direct debits hitting an account that are not budgeted for can mess up payment in respect of other direct debits etc ect and the sad fact is that companies dont give a f*** about this.

A customer cancelling an account should be able to take for granted that a dd will be cancelled immediately thats not too much to ask. In this case all the poster seems to have got is the promise of a refund and not even an apology.

If we accept lousy standards thats all we will get. Meanwhile Digweb have had an interest free loan at the posters expense.

Seconded.

spooky donkey

So how is yer connection then? is it working? I wouldent mind getting billed twice by IBB if it at least worked.

It is anoying but at least they were quick to sort it out. I rember having rows with eircom over money they owed me. These things shouldent happen but when they do at leat ya shouldent have hassell sorting it out and it seems you dident.

event

dub45 wrote:

It shows how bad standars are though when the general comment is ''thats grand by the standards of others''! The fact is that this type of thing should not happen.

Direct debits hitting an account that are not budgeted for can mess up payment in respect of other direct debits etc ect and the sad fact is that companies dont give a f*** about this.

A customer cancelling an account should be able to take for granted that a dd will be cancelled immediately thats not too much to ask. In this case all the poster seems to have got is the promise of a refund and not even an apology.

If we accept lousy standards thats all we will get. Meanwhile Digweb have had an interest free loan at the posters expense.

people make mistakes, it happens in business
it shouldnt happen but it does

when they realised theirs, they corrected it, refunded it all, no hassle
im sure the person on the phone said sorry, apologies etc

no one is saying that we should accept bad standards, but what more does he want digiweb to do?

Kintarō Hattori

The connection is fine, but I wonder how long they would have continued to double bill me had I not discovered that.
Guys just because other companies have given you alot of hassle doesn't make it OK that I didn't get any from Digiweb. It is simply not an acceptable level of service from a company. They made a BIG fuss over not giving me a connection in the city until I got onto Eircom and had the line stopped in Balbriggan so that THEY could STOP my connection there and connect me in town.

Just because they didn't drag their heels when I told them, or just because their service is smooth does not make it acceptable that they DOUBLE BILLED me for 4 months and would have continued to do so had -->I<-- not realised what was happening.

Stop making excuses for these companies.

Kintarō Hattori

event wrote:

sure the person on the phone said sorry, apologies etc

No they did not. It was a very matter of fact call.

no one is saying that we should accept bad standards, but what more does he want digiweb to do

I don't want Digiweb to do anything more. I'm merely stating that I'm unhappy that they double billed me for four months. I'm just stating my opinion.

spooky donkey

Well one of the reasons that I read this thread to begin with is im conciddering Digi web as an alterniteve to IBB and the title made me question that idea, having read it though im still planing to go with digi web now. its not enough to put me off.

event

eo980 wrote:

The connection is fine, but I wonder how long they would have continued to double bill me had I not discovered that.
Guys just because other companies have given you alot of hassle doesn't make it OK that I didn't get any from Digiweb. It is simply not an acceptable level of service from a company. They made a BIG fuss over not giving me a connection in the city until I got onto Eircom and had the line stopped in Balbriggan so that THEY could STOP my connection there and connect me in town.

Just because they didn't drag their heels when I told them, or just because their service is smooth does not make it acceptable that they DOUBLE BILLED me for 4 months and would have continued to do so had -->I<-- not realised what was happening.

Stop making excuses for these companies.

nobody is saying that its acceptable
but i dont know what you want them to do,

THEY MADE A MISTAKE

can you tell me that there isnt a business in the world that hasnt made some sort of billing error?

they should have apologised on the phone, that was wrong

Kintarō Hattori

event wrote:

but i dont know what you want them to do,

Have you actually read the follow-ups I posted? I've already stated that I don't want them to do anything, I'm merely stating my opinion that I'm miffed with the situation. It's only an opinion, I don't want them to do anything.

I can't make that any clearer, it's in black and white. (kinda!)

jor el

eo980 wrote:

I don't want Digiweb to do anything more. I'm merely stating that I'm unhappy that they double billed me for four months. I'm just stating my opinion.

OK, so someone in Digiweb made a mistake in not stopping that direct debit on your account. Perhaps they should have apologised for this since it could have caused problems in a mortgage payment or other loan/bill if there wasn't enough money left in your account. However, you should also recognise your own part in this mistake too. Having cancelled your old Digiweb account, you could, and should, have written a letter to the bank cancelling the DD linked to that account number and then this would never have happened.

It seems that nobody in Ireland realises that they have complete control over their own bank account. Don't leave it to the company in question as mistakes can happen (complete incompetence can also result in over charging in the case of companies like BT and IBB).

event

eo980 wrote:

Have you actually read the follow-ups I posted? I've already stated that I don't want them to do anything, I'm merely stating my opinion that I'm miffed with the situation. It's only an opinion, I don't want them to do anything.

I can't make that any clearer, it's in black and white. (kinda!)

only saw them after

but i just cant see any point in what you posted.

they made a mistake, and rectified it

you dont want anymore from them

was it really worthy of a thread?

Kintarō Hattori

event wrote:

only saw them after

but i just cant see any point in what you posted.

they made a mistake, and rectified it

you dont want anymore from them

was it really worthy of a thread?

This is going nowhere. Yes it was. It's an opinion, you don't have to get it. The End.

jor el

event wrote:

was it really worthy of a thread?

Well, it is somewhat useful information for anyone considering changing provider or location. Remember that due to incompetence, dishonesty or a plain and simple mistake, a company can end up over charging you. So keep a record of all conversations and emails, and do cancel that direct debit with the bank.

bk

What I find funny is that some people here think companies go through all their accounts manually to check that they aren't double billing. They don't, it is all done automatically by billing software, no human involvement. So you are right, if you hadn't spotted it, it would have continued happening.

It just goes to show that people need to take responsibility for themselves and keep a close eye on their accounts.

Kintarō Hattori

bk wrote:

It just goes to show that people need to take responsibility for themselves and keep a close eye on their accounts.

I'm aware it's an automated system in most companies, but things never seem to run smoothly with Irish companies. Double billing with Digiweb this time. Another time Eircom charged me €107 ex Vat for a service they never provided. It took me over an hour on the phone and multiple cut offs to get that back as credit.

Problems are far too common place in Irish business.

dyslexixboy

bk wrote:

What I find funny is that some people here think companies go through all their accounts manually to check that they aren't double billing. They don't, it is all done automatically by billing software, no human involvement. So you are right, if you hadn't spotted it, it would have continued happening.

It just goes to show that people need to take responsibility for themselves and keep a close eye on their accounts.

yep you sure do cause digiweb overcharged me for two months on a wireless service I wasent getting. Only I noticed the double charge they would still be charging me. personally I think this level of service is complete crap and should be put on forums like this to let people know this crap goes on and help these compainies see the errors of their ways.

event

dyslexixboy wrote:

yep you sure do cause digiweb overcharged me for two months on a wireless service I wasent getting. Only I noticed the double charge they would still be charging me. personally I think this level of service is complete crap and should be put on forums like this to let people know this crap goes on and help these compainies see the errors of their ways.

did they refund you?

Kintarō Hattori

dyslexixboy wrote:

yep you sure do cause digiweb overcharged me for two months on a wireless service I wasent getting. Only I noticed the double charge they would still be charging me. personally I think this level of service is complete crap and should be put on forums like this to let people know this crap goes on and help these compainies see the errors of their ways.

Absolutely.

Kintarō Hattori

AAAAAAARRRRRRRRRRRGGGGGGGHHHHHHHHHHHHHHHHHHHHH.

Why is it so difficult for people to do things properly? It's more than two weeks since I started this thread and guess what? They double billed me again and the account that was supposed to be closed 5 MONTHS ago is still open and I'm still being billed.
Just spoke to them again and 'Oh yeah we'll close that for you now and send a cheque tomorrow'. I don't like to be cynical, but I'm really going to believe it when I see it.

MOTHERFLCUKERS.

Sunny123

Have had nothing but trouble with Digiweb. Have been trying to get wireless boradband set up at home for the last 8 weeks....the first router they sent us was faulty, the second router they sent us was faulty....we went out and bought our own router (on their advice - to quote them "the one that they send is crap").

Despite spending numerous hours on to their technical support (who weren't particularly technical) we still don't have broadband, cancelled the account two weeks ago....were told by a sales person that it was all sorted and to expect a refund of what we had already paid.

Duely waited, only to ring last night and find out that the account hadn't been cancelled.....no record of us ever speaking to someone in sales...now we are going to have wait another 5 working days for them to release the line back to Eircom.

OP you have every right to complain about them, they have really messed us around, just because they didn't act as badly as other providers does not mean that they didn't act poorly in the first place. If no one complains these situations can go on to become as bad as the problems people are experiencing with other providers......Digiweb are quite a young company...

Just my two cents worth anyway...

Wolverine_1999

I'm looking for a cheque from them as well since they cancelled the service a month too early, even though they billed me for it..

I've rung 3 times and been told "oh yeah we'll get that out to you today", nothing has arrived yet though..

Kintarō Hattori

It's been almost six weeks since I first spoke to these cnut's and I still haven't received any cheque reimbursing me for double billing me. This is taking the michael!
Going to ring them in the morning and sort this one out.

dub45

event wrote:

people make mistakes, it happens in business
it shouldnt happen but it does

when they realised theirs, they corrected it, refunded it all, no hassle
im sure the person on the phone said sorry, apologies etc

no one is saying that we should accept bad standards, but what more does he want digiweb to do?

At this stage I guess he would like his money back? See what you get for trusting isps?:rolleyes:

Kintarō Hattori

I can't remember the last time I was EVER this angry. I am so close to hopping onto a train and going to visit this príckheads in dundalk. Just rang them now to try and resolve the situation and there is no complaints manager there to take my call - she's on holidays. Seemingly there is no-one to take my call.
Let me recap for anyone who hasn't read ny first post:

Digiweb were double billing me for 4 months, for an account that was supposedly closed. I spoke to them SIX weeks ago and they told me they'd be sending a cheque out the next day. Two weeks after that they double billed me AGAIN and on ringing them found out they never sent the cheque. They promised it'd be sent out again and I'm still waiting for it FOUR weeks after my second phone call.

So in total I've been waiting SIX weeks, been double billed again in that period after my old account was supposedly closed. Totally unacceptable behaviour.

Prisoner6409

A mistake is something that might happen once, more than than that is shoddy practise. I would have to agree with Dub45, if ppl accept bad practise thats what customers will get, bad practise. Consider this, because of that mistake the money left in a persons account may not be enough to cover other DD's that were set up causing that person to be disconected from another service(Eircom, Sky Digital ect). That person could very well be liable for reconnection fees. Are Eircom or whoever going to be interested in the fact that another company made the mistake, NO. Are Digiweb then going to cover the re-connection fees incurred, NO. As long as ppl are prepared to accept a shoddy service thats exactly what they will get. Now don't get me started on the fact that Digiweb were able to remove monies from someones account that they were not entitled to(and more than once). In any other area of life this is called theft.

daiixi

To be honest if you have a problem then put the problem in writing, to the managers, stating who you spoke to and when, what was agreed and that it hasn't happened. Then demand (nicely) that they not only they refund you immediately, but as a gesture of goodwill give you a free month or two usage.
If you're not getting any joy out of the plebs on the customer service line, go over their heads.

dub45

Prisoner6409 wrote:

A mistake is something that might happen once, more than than that is shoddy practise. I would have to agree with Dub45, if ppl accept bad practise thats what customers will get, bad practise. Consider this, because of that mistake the money left in a persons account may not be enough to cover other DD's that were set up causing that person to be disconected from another service(Eircom, Sky Digital ect). That person could very well be liable for reconnection fees. Are Eircom or whoever going to be interested in the fact that another company made the mistake, NO. Are Digiweb then going to cover the re-connection fees incurred, NO. As long as ppl are prepared to accept a shoddy service thats exactly what they will get. Now don't get me started on the fact that Digiweb were able to remove monies from someones account that they were not entitled to(and more than once). In any other area of life this is called theft.

You omitted to mention that in the event that a direct debit is not met that there will be additional charges from the bank and the company concerned. Again I labour the point that the direct debit system is useless when it comes to the point of a customer trying to get action taken against the likes of Digiweb for the type of behavoiur they are indulging in here - they can do what they bloodywll like without fear of any sanction being taken against them. Thats why its good to see a company who behaves like this getting the maximum possible of bad publicity. If staff are not trained to be concerned about this type of thing what does that say about a company?

dub45

eo980 wrote:

I can't remember the last time I was EVER this angry. I am so close to hopping onto a train and going to visit this príckheads in dundalk. Just rang them now to try and resolve the situation and there is no complaints manager there to take my call - she's on holidays. Seemingly there is no-one to take my call.
Let me recap for anyone who hasn't read ny first post:

Digiweb were double billing me for 4 months, for an account that was supposedly closed. I spoke to them SIX weeks ago and they told me they'd be sending a cheque out the next day. Two weeks after that they double billed me AGAIN and on ringing them found out they never sent the cheque. They promised it'd be sent out again and I'm still waiting for it FOUR weeks after my second phone call.

So in total I've been waiting SIX weeks, been double billed again in that period after my old account was supposedly closed. Totally unacceptable behaviour.

If you are paying this by direct debit have you followed the procedure and complained to your bank about Digiweb's behaviour?

Kintarō Hattori

daiixi wrote:

To be honest if you have a problem then put the problem in writing, to the managers, stating who you spoke to and when, what was agreed and that it hasn't happened. Then demand (nicely) that they not only they refund you immediately, but as a gesture of goodwill give you a free month or two usage.
If you're not getting any joy out of the plebs on the customer service line, go over their heads.

I'll be waiting for a call from the complaints manager. If I don't have it by 12pm then I'll be ringing them. I won't get off the phone until I have a satisfactory outcome. If that doesn't happen then I believe I'll be on a train to Dundalk.

Kintarō Hattori

Well I rang them again today and asked to speak to the complaints manager, only to be told that they didn't take complaints over the phone and only through email.
I explained to them that I rang friday and spoke to someone who told me the complaints manager would ring me today. She didn't know anything about this and asked who it was that told me that. So I told her the situation and she turned around and told me that the cheque had been issued over a month ago to the address that I was no longer living at.
I told the women that I had asked for the cheque not to go to that address as I was no longer living there and had an account with them for my new place in town. I politely asked her why I would want a cheque to go to somewhere that I wasn't living. She told me she'd have the cheque cancelled and a new one issued for my new address.

I'm waiting.

Squaddy

WTF! I just got Digiweb 2 weeks ago and today i was sent a email saying that i uploaded 13 gbs and dowloaded 815 mb. Now they have restricted my connection to 128Kbps. How the hell can they do this when i dont even have 13 gigs on my pc! I know for definite that i did not upload a half a gig nevermind 13 gigs.

Are they allowed do this?

GrumPy

Squaddy wrote:

WTF! I just got Digiweb 2 weeks ago and today i was sent a email saying that i uploaded 13 gbs and dowloaded 815 mb. Now they have restricted my connection to 128Kbps. How the hell can they do this when i dont even have 13 gigs on my pc! I know for definite that i did not upload a half a gig nevermind 13 gigs.

Are they allowed do this?

You on dsl or wireless? if it's wireless, and unsecured, someones doing the work for you

Squaddy

Irish GrumPy wrote:

You on dsl or wireless? if it's wireless, and unsecured, someones doing the work for you

No dsl lite its called 1 mb connection

GrumPy

Strange......

I'm with 1mb perlico atm, ****ing SHíTE

Ordered dslxtra recently digiweb ftw tbh.

Squaddy

Irish GrumPy wrote:

Strange......

I'm with 1mb perlico atm, ****ing SHíTE

Ordered dslxtra recently digiweb ftw tbh.

The b s tards im not staying with these guys anymore if this continues. My internet is a slow as dial up now. I sent them an email they better respond or there will be a rampage.

Hotblack Desiato

Squaddy wrote:

No dsl lite its called 1 mb connection

He didn't mean wireless as in a wireless connection between the ISP and your house (Digiweb Metro.) He meant wireless as in a wireless LAN (aka WLAN, aka WiFi) in your home, which anyone within range can tap into unless you secure it (encryption). For all you know, your next door neighbour could be the next Gary Glitter and it'll be you, not him, down the cop shop doing a lot of explainin'... :eek:

Squaddy

ninja900 wrote:

He didn't mean wireless as in a wireless connection between the ISP and your house (Digiweb Metro.) He meant wireless as in a wireless LAN (aka WLAN, aka WiFi) in your home, which anyone within range can tap into unless you secure it (encryption). For all you know, your next door neighbour could be the next Gary Glitter and it'll be you, not him, down the cop shop doing a lot of explainin'... :eek:

Oh rite, no but it is still connected with a cable into the phone socket.

Hotblack Desiato

Yes the broadband is coming into your home down the phone line, it's what happens after that that I'm talking about. What's the make/model of the ADSL modem (what's plugged into the phone socket.) It may have a wireless LAN capability. If you don't need this (i.e. you don't own a laptop, and don't mind running ethernet cable to any desktop PCs you want to connect up) then you can switch the wireless LAN off.

If you do leave the wireless LAN facility switched on, it needs to be encrypted, otherwise literally anyone in the vicinity of your house could be using your broadband and putting you over the usage limit.

Squaddy

ninja900 wrote:

Yes the broadband is coming into your home down the phone line, it's what happens after that that I'm talking about. What's the make/model of the ADSL modem (what's plugged into the phone socket.) It may have a wireless LAN capability. If you don't need this (i.e. you don't own a laptop, and don't mind running ethernet cable to any desktop PCs you want to connect up) then you can switch the wireless LAN off.

If you do leave the wireless LAN facility switched on, it needs to be encrypted, otherwise literally anyone in the vicinity of your house could be using your broadband and putting you over the usage limit.

Oh right sorry my mistake, its Zyxel prestige 600 and its got an ethernet connection.

event

Squaddy wrote:

The b s tards im not staying with these guys anymore if this continues. My internet is a slow as dial up now. I sent them an email they better respond or there will be a rampage.

its in the T+C's

do people not research what they buy?

zAbbo

I cancelled Digiweb when moving house, and forgot to cancel the DD with the bank.

Digiweb took an extra 2 payments out, a simple phone call, and the money was refunded.

I wasn't aggressive, and the nice person on the phone sorted it out and sent me a confirmation email

GrumPy

Squaddy wrote:

Oh right sorry my mistake, its Zyxel prestige 600 and its got an ethernet connection.

Piece of shíte!!

Zyxel still give me nightmeres...

Kintarō Hattori

zabbo wrote:

I cancelled Digiweb when moving house, and forgot to cancel the DD with the bank.

Digiweb took an extra 2 payments out, a simple phone call, and the money was refunded.

I wasn't aggressive, and the nice person on the phone sorted it out and sent me a confirmation email

I've been polite and friendly all along and it's gotten me practically nowhere.

Kintarō Hattori

eo980 wrote:

Well I rang them again today and asked to speak to the complaints manager, only to be told that they didn't take complaints over the phone and only through email.
I explained to them that I rang friday and spoke to someone who told me the complaints manager would ring me today. She didn't know anything about this and asked who it was that told me that. So I told her the situation and she turned around and told me that the cheque had been issued over a month ago to the address that I was no longer living at.
I told the women that I had asked for the cheque not to go to that address as I was no longer living there and had an account with them for my new place in town. I politely asked her why I would want a cheque to go to somewhere that I wasn't living. She told me she'd have the cheque cancelled and a new one issued for my new address.

I'm waiting.

Would you look at that. Exactly a month has gone by and I'm still waiting for my cheque. A few phone calls ago I refused to get off the phone until they got me a manager to speak to. After holding for about 10 minutes the guy told me he'd get his manager to call me back. He never did. So I rang them again and again, only to be told again and again that I would be called back. They never flucking call back.......... ever.

So I have just rang them again and it seems my cheque is in the post. Today is Wednesday, if I haven't received it by Friday I'll flucking go spare. The cost of getting a solicitor involved would be greater than the €150 or so I'm due to get back.

Do you think mentioning the ombudsman to them would do any good?

cc

I'm pretty amazed digiweb is getting such a hammering here. Every company good or bad screws up from time to time. I've been happy with Digiweb after 2yrs of a waking nightmare with bt.
Every one i've spoken to has been great, when i was having trouble with my modem once a tech support guy gave me his direct number so i cound ring him after he gave me a few things to try so i wouldn't have to que on the 1800 number (which i've never had to wait more than 10mins on ever)...just little things like that really impressed me about them.

Kintarō Hattori

Finally THREE MONTHS after first calling to them and speaking about the matter I got a cheque in the post. I can't see how anyone can defend Digiweb in this matter. It involved so much stress and aggrevation. Each and everytime I called them I was told someone would call me back and they never did, not once.

A shower of tits.