Bad Form Eircom......

Kimbot

I received the notice regarding changes to your pricing etc....

In print on the notice it says "Customers affected by these changes may withdraw from existing contracts without penalty within one month of receiving this notice."

I ring to cancel my service and get told that there is approx €370 worth of cancellation fees

I am on the talktime chatter package with 8mb NGB.
Either way these fee's are affecting me so it is a change to your terms and conditions yet I can't withdraw without penalty as you say.

eircom: Mark

jonny24ie wrote: »

I received the notice regarding changes to your pricing etc....

In print on the notice it says "Customers affected by these changes may withdraw from existing contracts without penalty within one month of receiving this notice."

I ring to cancel my service and get told that there is approx €370 worth of cancellation fees

I am on the talktime chatter package with 8mb NGB.
Either way these fee's are affecting me so it is a change to your terms and conditions yet I can't withdraw without penalty as you say.

Hi jonny24ie,

Can you private message me with your eircom account number or telephone number and I check the status for you in detail.

Thanks, Mark

Kimbot

eircom: Mark wrote: »

Hi jonny24ie,

Can you private message me with your eircom account number or telephone number and I check the status for you in detail.

Thanks, Mark

PM'd the details. Please let me know ASAP.

From my understanding of all this and from a conversation with one of the agents this morning, once I go outside my bundle the new charges take effect, therefore its a change in the contract.

eircom: Mark

jonny24ie wrote: »

PM'd the details. Please let me know ASAP.

From my understanding of all this and from a conversation with one of the agents this morning, once I go outside my bundle the new charges take effect, therefore its a change in the contract.

Hi jonny24ie,

I PM the details on how you can cancel without penalty.

Thanks, Mark

Kimbot

eircom: Mark wrote: »

Hi jonny24ie,

I PM the details on how you can cancel without penalty.

Thanks, Mark

Mark,

Just so others that are in this position know, I rang the number you supplied and they were the ones that told me I had to pay that amount to cancel.

Jonny

eircom: Mark

jonny24ie wrote: »

Mark,

Just so others that are in this position know, I rang the number you supplied and they were the ones that told me I had to pay that amount to cancel.

Jonny

Hi Johhy,

I rang through a few times and confirmed that cancellations are cancelling customers account without penalty.

I am afraid we can not issue a cancellation directly as there is a set process for this scenario.

Can you try again and if you have the same issue get back onto me.


Thanks, Mark

Kimbot

eircom: Mark wrote: »

Hi Johhy,

I rang through a few times and confirmed that cancellations are cancelling customers account without penalty.

I am afraid we can not issue a cancellation directly as there is a set process for this scenario.

Can you try again and if you have the same issue get back onto me.


Thanks, Mark

Mark,

I tried the number you pm'd me and its not in service. Can you confirm the number or will i ring 1901?

Jonny

Kimbot

eircom: Mark wrote: »

Hi Johhy,

I rang through a few times and confirmed that cancellations are cancelling customers account without penalty.

I am afraid we can not issue a cancellation directly as there is a set process for this scenario.

Can you try again and if you have the same issue get back onto me.


Thanks, Mark

Mark,

Just to confirm, i spoke to an agent just a few moments ago who said I can cancel my phone line but will have to pay the fee mentioned above because of the broadband not been affected. This is becoming a joke, you cant have BB without a phoneline so because I am cancelling the phoneline because of this increase I cant actually have broadband on its own!!

Jonny

bobbytables

jonny24ie wrote: »

Mark, I rang the number you supplied and they were the ones that told me I had to pay that amount to cancel.

+

eircom: Mark wrote: »

I rang through a few times and confirmed that cancellations are cancelling customers account without penalty.

Look, it either works or it doesn't. It's this sort ambiguity in policy that really annoys me. Mark it's not your fault, but...

eircom: Mark wrote: »

I am afraid we can not issue a cancellation directly as there is a set process for this scenario.

...should be of no concern to customers.

eircom: Mark wrote: »

Can you try again and if you have the same issue get back onto me.

If there is a magic number of retries to call centers required before desired results are achieved, please do tell that magic number. I could write some software to get those initial calls out of the way and really save people some time & frustration.

Again, Mark, not your fault, but come on...telling the customer to just repeat precisely what completely failed for them before doesn't exactly instill confidence. Customer's time is valuable, along with their money.

Go on tell us the magic number & I'll get cracking on the VOIP software

eircom: Mark

jonny24ie wrote: »

Mark,

Just to confirm, i spoke to an agent just a few moments ago who said I can cancel my phone line but will have to pay the fee mentioned above because of the broadband not been affected. This is becoming a joke, you cant have BB without a phoneline so because I am cancelling the phoneline because of this increase I cant actually have broadband on its own!!

Jonny

Hi Jonny,

Can you PM me a mobile contact number for you please.

Thanks, Mark

eircom: Mark

bobbytables wrote: »

+


Look, it either works or it doesn't. It's this sort ambiguity in policy that really annoys me. Mark it's not your fault, but...


...should be of no concern to customers.


If there is a magic number of retries to call centers required before desired results are achieved, please do tell that magic number. I could write some software to get those initial calls out of the way and really save people some time & frustration.

Again, Mark, not your fault, but come on...telling the customer to just repeat precisely what completely failed for them before doesn't exactly instill confidence. Customer's time is valuable, along with their money.

Go on tell us the magic number & I'll get cracking on the VOIP software

Hi bobbytables,

No the customers can ring the number on the notification letter (1800 251 251) and customers can be put through to cancellations directly. I rang through three times to see if encountered a problem. The agents all agreed the accouny will be cancelled without penalty.

So I apologise if it seemed repetative but eircom have a set process so we cankeep a detailed record customers cancelling due to the price increases.

Thanks, Mark

Zab

Mark, let's be clear here. People are trying to cancel both their broadband and phone packages without penalty due to the change of Ts&Cs of the phone package. Is this what you are trying to do when you phone?

iamsobored

Hi Mark - I have made 3 phone calls to cancel - first agent said that I would have to pay cancellation charge of €260 as the increase won't affect me if I keep within my bundle (talktime talker & NGB)! After I though about his I made a second call to dispute this as anything outside my bundle would be charged at new rates and was told I was within my rights to cancel free of change and he said that he would process this.

I then called a new provider to sign up and they asked if I had a ref or cancellation number from eircom - I call eircom back and spoke another agent, he tells me that I will be charged €260 for cancelling and was I sure i really wanted to. he spoke to the previous agent whoo did the cancellation and told me that I was given the wrong information. He told me to call complaints department!! Where does this leave me!!! :eek:

bobbytables

eircom: Mark wrote: »

No the customers can ring the number on the notification letter (1800 251 251) and customers can be put through to cancellations directly.

I never said they couldn't. In fact IF I had thought they couldn't I would have raised that as a separate issue. I always assumed & expected that if a customer needed to get through to customer service/support/etc they could on every try. Why else publicize contact details.

eircom: Mark wrote: »

I rang through three times to see if encountered a problem. The agents all agreed the accouny will be cancelled without penalty.

Why did you feel the need to test 3 times. Surely once would have been enough.

eircom: Mark wrote: »

So I apologise if it seemed repetative but eircom have a set process so we can keep a detailed record customers cancelling due to the price increases.

That's purely for Eircom's benefit, not the customers.

Listen don't take my comments personally, I re-iterate from my last post this is not necessarily your fault. Do take it as customer feedback because it's relevant.

...and finally....why on earth did you go to the extra effort to create a hyperlink to my boards.ie profile when you addressed me in your last post?. That was a little odd, don't you think?

eircom: Mark

Zab wrote: »

Mark, let's be clear here. People are trying to cancel both their broadband and phone packages without penalty due to the change of Ts&Cs of the phone package. Is this what you are trying to do when you phone?

Hi Zab,

I have to a manager in cancellations and outlined the expirience some customers have had despite that I called posing as a customer and I didn't encounter a problem.

However I have been advised the agents have been re-briefed and told if the customer wants to cancel the whole installtion (line & broadband ) No penalty fee will be incured if they state pricing as the reason for ceasing service with eircom.

Thanks, Mark

iamsobored

so does this mean if I call now this afternoon, there will be no problem with the cancellation I made this morning? I am concerned that I have cancelled and will be charged the €260 and wont find this out until after!

eircom: Mark

jonny24ie wrote: »

Mark,

Just to confirm, i spoke to an agent just a few moments ago who said I can cancel my phone line but will have to pay the fee mentioned above because of the broadband not been affected. This is becoming a joke, you cant have BB without a phoneline so because I am cancelling the phoneline because of this increase I cant actually have broadband on its own!!

Jonny

Hi Jonny,

I see your cancellation order has been issued I am very sorry about the issues you had in doing so.

If you have any follow up issues let me know.

Thanks, Mark

eircom: Mark

iamsobored wrote: »

so does this mean if I call now this afternoon, there will be no problem with the cancellation I made this morning? I am concerned that I have cancelled and will be charged the €260 and wont find this out until after!

Hi iamsobored,

I can confirm if you state that you are cancelling your service with eircom due to the price increases you will noy be held to any early cease charges.

I understand that you have had issues but any confusion with the cancellation agents has been rectified and you should be able to go ahead and cancel now.

If you do have a problem let me know.

Thanks, Mark

iamsobored

Hi Mark, contacted eircom again and this is now sorted - thanks for you help

iamsobored

Hi Mark, just one other question - I have been told by my possible new provider that if I have cancelled my contract that the line may now also be cancelled and I will have to get a new phone number - I would not want a new landline number - how do I avoid this? They have said to cancel the cancellation and that they will just take over the line - but you have said that I should state to eircom that I am canceling my contract due to the the new call increases - any ideas? Thanks

bkehoe

iamsobored wrote: »

Hi Mark, just one other question - I have been told by my possible new provider that if I have cancelled my contract that the line may now also be cancelled and I will have to get a new phone number - I would not want a new landline number - how do I avoid this? They have said to cancel the cancellation and that they will just take over the line - but you have said that I should state to eircom that I am canceling my contract due to the the new call increases - any ideas? Thanks

Same query here - don't want to loose my phone number and/or be without service during a changeover. The normal changeover process doesn't involve the customer calling Eircom at all.

kickflips

I rang eircom there.. about cancelling my account but been kept told ill have to pay a cancelling fee of over €200.. as the price increases doesnt effect the package or something.. this is annoying

iamsobored

orignally posted by kickflips
I rang eircom there.. about cancelling my account but been kept told ill have to pay a cancelling fee of over €200.. as the price increases doesnt effect the package or something.. this is annoying

Mark I thought that the Eircom agents had been briefed about the fact that because Eircom changed their T&C that you could cancel mid-contract without any penalties on Friday? I got mine sorted but only by calling the complaints department. This is getting crazy.

eircom: Mark

kickflips wrote: »

I rang eircom there.. about cancelling my account but been kept told ill have to pay a cancelling fee of over €200.. as the price increases doesnt effect the package or something.. this is annoying

Hi kickflips,

Can you private message me with your telephone number and eircom account number and I will look into your contact with cancellations and get back to you.

Thanks, Mark

eircom: Mark

iamsobored wrote: »

Hi Mark, just one other question - I have been told by my possible new provider that if I have cancelled my contract that the line may now also be cancelled and I will have to get a new phone number - I would not want a new landline number - how do I avoid this? They have said to cancel the cancellation and that they will just take over the line - but you have said that I should state to eircom that I am canceling my contract due to the the new call increases - any ideas? Thanks

Hi imsobored

I will look into this and get back to you.

Thanks, Mark

iamsobored wrote: »

orignally posted by kickflips
I rang eircom there.. about cancelling my account but been kept told ill have to pay a cancelling fee of over €200.. as the price increases doesnt effect the package or something.. this is annoying

Mark I thought that the Eircom agents had been briefed about the fact that because Eircom changed their T&C that you could cancel mid-contract without any penalties on Friday? I got mine sorted but only by calling the complaints department. This is getting crazy.

I was informed that any confusion regarding the early cease charges was clarified with cancellations however we are logging any issues you guys are having and advising management of the problems some customers are having.

I agree with yo there should be no confusion and i am sending on all examples.

Thanks, Mark

iamsobored

Thanks Mark, appreciate it

kickflips

Hi Mark
i send on those details

thanks..

eircom: Mark

kickflips wrote: »

Hi Mark
i send on those details

thanks..

HI kickflips,

I got the details thanks and I will get back to you soon.

Thanks, Mark

ingen

i have been told that if i wish to avail of eu reg 17, that i have to cease my line.

surely thats in breach of eu reg 17

iamsobored

I called eircom again just to cancel my cancellation (line due to cancel on Wedesday) as i was concern about losing my line. I got onto the one of the people I spoke to on Friday who was the only person that day I spoke to (our of 3 people) who said I could cancel my contract free of charge due to price increases - he has now just said to me that there is no increases even if I go outside my bundle and the charges won't affect me! but they WILL - and after all these crazy phone calls it has given me more reason to cancel.

Mark did you get a chance to see what is going on? There is no straight answer, different agents say different things, its so frustrating. I have now signed up to a new contract with a new provider and they need my line active so thats why I have cancelled my cancelation, where does this leave me in relation to fees for canceling my contract early?

I also called 2 times today and due to high call volumes left my phone number on an automated thing for someone to calls me back - no callback - I just got through on my 3rd call.

Antomus Prime

Bit of advice here guys, I work for an alternative phone provider (i wont say who because the reason for this post is not to poach customers) and we have been informed by comreg that if a customer wants to break their contract but not cease the line they need to go directly to the new provider. After you have agreed to sign up to the the new provider you need to send in a written notification to eircom stating that you are switching provider due to the new terms and conditions and pricing. But make sure you state on the letter that you DO NOT wish to cease the line.

Hope this helps

iamsobored

Thanks anthonyk.is - this is an irishtimes article which pretty much confirms what you are saying.
http://www.irishtimes.com/newspaper/breaking/2011/0210/breaking35.html

I am going to call conreg myself in the morning as the eircom agents I have called have said I won't be affected - and I don't agree it is just a blatant lie! If I go outside my bundle I am affected i.e. Make international calls, call 11811 etc!

Antomus Prime

iamsobored wrote: »

Thanks anthonyk.is - this is an irishtimes article which pretty much confirms what you are saying.
http://www.irishtimes.com/newspaper/breaking/2011/0210/breaking35.html

I am going to call conreg myself in the morning as the eircom agents I have called have said I won't be affected - and I don't agree it is just a blatant lie! If I go outside my bundle I am affected i.e. Make international calls, call 11811 etc!

Exactly everyone is affected, the fact that the "Call set up charge" is increasing from 5.95c to 9.5c means everybody will get hit

CapRooney

tried ringing them yesterday and yer man on the other line said basically i was not affected. i said to him well it does with the increase in 11811 and call set up charges and he more or less said you never use it so it don't affect you. i mean WTF!!!

Antomus Prime

CapRooney wrote: »

tried ringing them yesterday and yer man on the other line said basically i was not affected. i said to him well it does with the increase in 11811 and call set up charges and he more or less said you never use it so it don't affect you. i mean WTF!!!

Dont take it from them.. be firm and stand your ground. Mention the fact that the off peak hours are being reduced by 2 hours too so therefore everyone on the country is affected, regardless of packages or not!!!

iamsobored

anthonyk.is wrote: »

Dont take it from them.. be firm and stand your ground. Mention the fact that the off peak hours are being reduced by 2 hours too so therefore everyone on the country is affected, regardless of packages or not!!!

1850/1890 numbers are outside your package so are mobile numbers (if you go outside your 30min free calls)

I can't believe they are still playing the same record a week on - they will lose customers due to their customer service rather than the increase in charges

Lurvely

I phoned to cancel twice, first time i got a woman who kept telling me how i wasnt affected etc etc...was getting nowhere even though i was standing my ground with her and insisting i wanted to cancel my contract.

Rang back and got a lovely woman who did try to advise that i wouldnt be affected very much etc but she then said i was within my rights to cancel. I asked her about my line being ceased as i was moving to another company so she said that shed put a note with my account that i wasnt to be charged for ceasing the contract, for the other company to contact them and switch me over, and that if i did incur charges for this to ring back, quote her name etc and she'll sort it out. Fingers crossed it goes smoothly!

kickflips

I've been trying to cancel but no luck
It's getting on my nerves now ;(

Antomus Prime

If youre going to a new provider you dont have to ring them at all. Go to your new provider and sign up with them. Once this is done all you need to do is send a letter to eircom stating you are leaving eircom due to the price increases and going to another provider. Make sure you have your Account Holer, Phone Number and Eircom Account Number stated on the letter

bkehoe

anthonyk.is wrote: »

If youre going to a new provider you dont have to ring them at all. Go to your new provider and sign up with them. Once this is done all you need to do is send a letter to eircom stating you are leaving eircom due to the price increases and going to another provider. Make sure you have your Account Holer, Phone Number and Eircom Account Number stated on the letter

Don't suppose you could advise of the address in Eircom to send this to? I'm in two minds about changing right now as my contract expires in 2 months and I was going to change provider then anyway, not sure it's worth the hassle right now unless it's gonna work lol!

Antomus Prime

bkehoe wrote: »

Don't suppose you could advise of the address in Eircom to send this to? I'm in two minds about changing right now as my contract expires in 2 months and I was going to change provider then anyway, not sure it's worth the hassle right now unless it's gonna work lol!

I'm not sure right now but when i get into work tomorrow morning I'll find out and let you guys know.

eircom: Eleanor

kickflips wrote: »

I've been trying to cancel but no luck
It's getting on my nerves now ;(

What number have you been ringing, what services are you cancelling,please

Thanks

Eleanor

kickflips

Broadband and landline
Rang the 1800251151

Who told me to ring 1901

eircom: Eleanor

kickflips wrote: »

Broadband and landline
Rang the 1800251151

Who told me to ring 1901

What package are you currently on?

Eleanor

kickflips

Talktime chatter
And next gen broadband Advanced

eircom: Eleanor

kickflips wrote: »

Talktime chatter
And next gen broadband Advanced

With the plan you are on, you are unaffected by the recent price increases

Therefore the cancellation process will apply

You will need to telephone 1901 for broadband cancellation.

Please PM me your landline number and I can get when you got your broadband installed hence when your contract started

To cancel your line you will need to ring 1901, in turn they will put you through to cancellations

I will check to see when your line was installed, if it is more than 6 months, the line can be cancelled without penalty,less than six can mean a penalty as all line installations have a contract of 6 months

Eleanor

iamsobored

eircom: Eleanor wrote: »

With the plan you are on, you are unaffected by the recent price increases

Therefore the cancellation process will apply

You will need to telephone 1901 for broadband cancellation.

Please PM me your landline number and I can get when you got your broadband installed hence when your contract started

To cancel your line you will need to ring 1901, in turn they will put you through to cancellations

I will check to see when your line was installed, if it is more than 6 months, the line can be cancelled without penalty,less than six can mean a penalty as all line installations have a contract of 6 months

Eleanor

Eleanor - Is Kickflips not affected when he goes outside his bundle i.e. outside the 30mins free mobile calls and 1890 no.'s - the call set up fee has increase? Also 11811 call charge has increased? can you confirm this?

Antomus Prime

iamsobored wrote: »

Eleanor - Is Kickflips not affected when he goes outside his bundle i.e. outside the 30mins free mobile calls and 1890 no.'s - the call set up fee has increase? Also 11811 call charge has increased? can you confirm this?

Call Set Up fee's are increased from 5.95c to 9.5c. Peak Hours are changing from 8:00am - 6:00pm to 7:00am - 7:00pm. Meaning customers are loosing 2 hours from the off peak period. Out of package call charges will now be rounded UP to the next cent.

pissed

Wow and I thought Vodafone were bad. It seems Eircom rep's on this forum cant even agree. Mark stated earlier that you can cancel without penalty and Eleanor comes up with a different story.

What a joke.

eircom: Tony

pissed wrote: »

Wow and I thought Vodafone were bad. It seems Eircom rep's on this forum cant even agree. Mark stated earlier that you can cancel without penalty and Eleanor comes up with a different story.

What a joke.

Hi pissed

agree that there is some confusion on this matter. Myself and Mark are writting up a document to attempt to clarify this subject in detail. We should have this for you by tomorrow.
Tony, Mark, Ant & Eleanor

eircom: Mark

Hi guys,

We apologise for any confusion regarding the price increase cancellation process.

To offer clarification on this issue.

Why certain eircom customers may not be eligible to cancel without incurring the contract early cease charge:

"Customers who are on the talktime talker or talktime chatter (contract) call and broadband bundle packages with eircom, have set call connection rates of 6.97c Inc Vat for all calls made to any number within or outside the package allowance. Which means these customers are not directly affected by the the price increase and therefore are not eligible to cancel the contract without incurring early cease charge".


When an eircom customer is eligible to cancel without incurring an early cease charge:

All other customers who are not in an eircom bundle, or their bundles are directly affected by the price increase were sent notification in writing allowing them to cease 30 days before the price increases take effect allowing them to cancel their existing contract without penalty.



Many thanks,

eircom moderators