queries

pandabrian

Welcome Eircom team:)

eircom: Mark

pandabrian wrote: »

Welcome Eircom team:)

Hi pandabrian,

Thanks for the warm welcome greatly appreciated.

Cheers, Mark

Nancy78

My parents have always been with Eircom so didn't want to change when they decided to get broadband. I signed them up & the package was around €50 per month with free router & free connection. They've just gotten their first bill & it should have been around €100 for the two months but there's a charge for Broadband Home Starter of €27.20 + VAT & I'm wondering what this charge is for. When I signed them up it "appeared" that it wouldn't cost them anything to extra to get the broadband. Thanks.

eircom: Mark

Nancy78 wrote: »

My parents have always been with Eircom so didn't want to change when they decided to get broadband. I signed them up & the package was around €50 per month with free router & free connection. They've just gotten their first bill & it should have been around €100 for the two months but there's a charge for Broadband Home Starter of €27.20 + VAT & I'm wondering what this charge is for. When I signed them up it "appeared" that it wouldn't cost them anything to extra to get the broadband. Thanks.

Hi Nancy78,

Can you PM your paranents telephone number or account number and a contact number for you and I will look into the issue fr you.

Thanks, Mark

eircom: Mark

eircom: Mark wrote: »

Hi Nancy78,

Can you PM your paranents telephone number or account number and a contact number for you and I will look into the issue fr you.

Thanks, Mark

Hi Nancy78,

I got your PM with the dewtails thanks, if I don't get back to you today it will be early next week.

Thanks, Mark

Nancy78

eircom: Mark wrote: »

Hi Nancy78,

I got your PM with the dewtails thanks, if I don't get back to you today it will be early next week.

Thanks, Mark

Thanks very much Mark. Enjoy your weekend!

Nelson Muntz

Hi Mark,

I have a an Eircom land line & Eircom phone watch. I would like to get rid of the land line save on line rental.

Can you tell me what is involved in switching the Phone watch to the GSM wire free version?

Thanks

eircom: Mark

Nelson Muntz wrote: »

Hi Mark,

I have a an Eircom land line & Eircom phone watch. I would like to get rid of the land line save on line rental.

Can you tell me what is involved in switching the Phone watch to the GSM wire free version?

Thanks

Hi Nelson Muntz

Can you private message me with your telephone number so I can check the status of the account.

Thanks, Mark

Nelson Muntz

eircom: Mark wrote: »

Hi Nelson Muntz

Can you private message me with your telephone number so I can check the status of the account.

Thanks, Mark

Thanks Mark, PM sent

eircom: Mark

Nelson Muntz wrote: »

Hi Mark,

I have a an Eircom land line & Eircom phone watch. I would like to get rid of the land line save on line rental.

Can you tell me what is involved in switching the Phone watch to the GSM wire free version?

Thanks

Hi Nelson Muntz,

At the moment eircom do not offer the GSM service. Both the eircom phonewatch and broadband sevice need an active telephone service. However if you wish to cancel your contract ends on 25/03/11.

If you have any follow up questions let me know.

Thanks, Mark

Nelson Muntz

eircom: Mark wrote: »

Hi Nelson Muntz,

At the moment eircom do not offer the GSM service. Both the eircom phonewatch and broadband sevice need an active telephone service. However if you wish to cancel your contract ends on 25/03/11.

If you have any follow up questions let me know.

Thanks, Mark

Thanks Mark,

So If I want to keep my Phone watch, I have to keep paying line rental to Eircom & I can't change to another phone provider that doesn't use a line like UPC?

eircom: Mark

Nelson Muntz wrote: »

Thanks Mark,

So If I want to keep my Phone watch, I have to keep paying line rental to Eircom & I can't change to another phone provider that doesn't use a line like UPC?

Hi Nelson Muntz,

Apologies. I rang eircom phone-watch on 1850 500 900 and they stated you may be able to avail GSM. Dependant on the type of security package you may need to upgrade.

If you give them a call they can outline the options in detail for you.

Apologies again, Mark

Nelson Muntz

eircom: Mark wrote: »

Hi Nelson Muntz,

Apologies. I rang eircom phone-watch on 1850 500 900 and they stated you may be able to avail GSM. Dependant on the type of security package you may need to upgrade.

If yu give them a call they can outline the options in detail for you.

Apologies again, Mark

Thanks Mark,

I will give them a call.

eircom: Mark

Nelson Muntz wrote: »

Thanks Mark,

I will give them a call.

No problem:)

Mark

LuckyMe63

Where can I find the eircom customer service charter? I've searched he website with no luck. Is there an online link to it?

eircom: Eleanor

LuckyMe63 wrote: »

Where can I find the eircom customer service charter? I've searched he website with no luck. Is there an online link to it?

The number for Customer Charter is 400 000
Please let me know if there is something I can help you with
PM me your details

Thank You
Eleanor

esquilax

Could you link to a copy of the aforementioned Customer Charter please?

eircom: Tony

esquilax wrote: »

Could you link to a copy of the aforementioned Customer Charter please?

Hi Luckyme63 and esquilax

The correct number for the Customer Charter is 1800 400 000. I cannot find an online version but have been informed that this charter is contained within the front pages of eircom phone book. Will chase this and get back to you tomorrow or Thursday.
Tony

esquilax

eircom: Tony wrote: »

Hi Luckyme63 and esquilax

The correct number for the Customer Charter is 1800 400 000. I cannot find an online version but have been informed that this charter is contained within the front pages of eircom phone book. Will chase this and get back to you tomorrow or Thursday.
Tony

Thanks for the response Tony but I'm afraid you've been misinformed, at least in the case of the 2010 version of the 04 phone book. It has a section titled "Useful information for eircom customers". In this there is heading "eircom customer service guarantee". Here is that section in its entirety:

eircom operate a customer service guarantee. If we do not meet certain target dates for installation and fault clearance you may be entitled to a rebate. You can contact our customer service guarantee centre on 1800 400 000.

Look forward to hearing from you.

eircom: Mark

esquilax wrote: »

Thanks for the response Tony but I'm afraid you've been misinformed, at least in the case of the 2010 version of the 04 phone book. It has a section titled "Useful information for eircom customers". In this there is heading "eircom customer service guarantee". Here is that section in its entirety:



Look forward to hearing from you.

Hi esquilax,

Here is an link to eircoms terms of service - http://bit.ly/ge74WY in relation to faults the eircom customer charter department have sole authority to decide if the customer is entitled to the charter rebate under the T&Cs.

I hope that helps.

Thanks, Mark

esquilax

eircom: Mark wrote: »

Hi esquilax,

Here is an link to eircoms terms of service - http://bit.ly/ge74WY in relation to faults the eircom customer charter department have sole authority to decide if the customer is entitled to the charter rebate under the T&Cs.

I hope that helps.

Thanks, Mark

That's a link to an error page

Mark, many years back eircom published with some fanfare their "customer charter" which stated in black and white that if a fault wasn't resolved within x days, or a new line wasn't connected within x days, a customer was entitled to y refund. Obviously making provision for natural disasters and other reasonably terms and conditions.

Everyone was sent a copy of this customer charter so they knew what their rights were.

Are you telling me that at some point eircom withdrew that charter and changed to a different charter? One with no definite rules on when refunds are to be made, and more importantly, one that the customer is not actually allowed have a copy of?

Because even with your broken link, it sounds an awful lot like that's what you're telling me.

micayla

Hi, my sister recently joined up with Eircom and is on the talktime chatter which she was told would give her free calls to mobiles for 30 minutes at off peak times. She just received her bill and calls that she made during off peak times that weren't over 30 minutes have been charged to her bill. She rang up and was told that she only gets 30 minutes a month. What's the situation there?

eircom: Tony

micayla wrote: »

Hi, my sister recently joined up with Eircom and is on the talktime chatter which she was told would give her free calls to mobiles for 30 minutes at off peak times. She just received her bill and calls that she made during off peak times that weren't over 30 minutes have been charged to her bill. She rang up and was told that she only gets 30 minutes a month. What's the situation there?

Hi micayla
yes I am afraid that is correct. See Talktime Chatter details below. There is no package that would offer free calls if under a certain lenth of time. This LINK will take you to all of our Talktime packages.
Hope this answers your question.
Regards
Tony

• Unlimited local & national Off Peak calls*
• 30 mobile minutes to any network off peak
• Out of package mobile minutes 21.91c
• International / UK Rates
  
  • 20c per minute calls to US and UK Landlines
  • 30c per minute calls to UK mobiles
  • 35c per minute calls to near Europe and Mid Europe
  • 75c per minute calls to near Europe and Mid Europe mobiles
  • 20% off other international calls
• Package includes monthly line rental.

eircom: Tony

esquilax wrote: »

That's a link to an error page

Mark, many years back eircom published with some fanfare their "customer charter" which stated in black and white that if a fault wasn't resolved within x days, or a new line wasn't connected within x days, a customer was entitled to y refund. Obviously making provision for natural disasters and other reasonably terms and conditions.

Everyone was sent a copy of this customer charter so they knew what their rights were.

Are you telling me that at some point eircom withdrew that charter and changed to a different charter? One with no definite rules on when refunds are to be made, and more importantly, one that the customer is not actually allowed have a copy of?

Because even with your broken link, it sounds an awful lot like that's what you're telling me.

Hi esquilax
No we have not said that at all. My apologies that the link did not work, this was supposed to direct you to eircom's code of practice page. This site highlights eircom's relation and obligation to our customers and their rights.

The site shows Resolution timeframes, Disconnection policy, Our customer service guarantee and more information in relation to eircom customer policey.
To access this page you should go to www.eircom.ie and type in Code of Practice into the search option.
I hope this proves to be of more use than previous 'link'.
Tony

esquilax

eircom: Tony wrote: »

Hi esquilax
No we have not said that at all. My apologies that the link did not work, this was supposed to direct you to eircom's code of practice page. This site highlights eircom's relation and obligation to our customers and their rights.

The site shows Resolution timeframes, Disconnection policy, Our customer service guarantee and more information in relation to eircom customer policey.
To access this page you should go to www.eircom.ie and type in Code of Practice into the search option.
I hope this proves to be of more use than previous 'link'.
Tony

Well the customer charter might not be as widely publicised as it once was but credit where it's due (i.e. to you personally Tony, and eircom), the substance of it is still there.

After a very brief phone conversation to the number mentioned, I have been credited with two months' line rental.

Lawros Tache

Hi Guys,

First of all let me say i think it's a great idea on ye're prepared to get involved in something like this, fair play for putting yourselves in the firing line!

Ok, background first... i was a customer with Eircom Broadband for approx 5 years. Then moved house about year & half ago & have now decided to go for Eircom Broadband again.

I requested a new-line connection on your website on 16th January 2011. To cut a long story short, i still am not connected.

Firstly, Eircom mixed up my address with another similar one in the same town & connected the wrong house (i have one eircom a/c number for this). After i established this (by calling to the other address) & eventually persuading your representative that i did not actually live there (believe me it took a bit of persuading...!) she advised me that the best thing to do was to re-apply with herself & got a new Eircom a/c number, on 31/01/2011.

On Fri 11th Feb 2011, i came out from work (no mobile allowed in work, note on my account to say same) to find a voicemail from engineer saying he was at my house to connect me but no-one was there (this was first i had heard of his coming), unfortunately i only finished work at 8pm.

On 15th Feb 2011 i again contacted 1901 to see what the story was, she apologised (and indeed was very pleasant as were all your reprensentatives to be fair) and as i was on holidays that week she organised that an engineer would call to me on Friday 18th February 2011 to connect me. I remanined at home all day but nobody called either physically or by phone.
I called 1901 and he said he would email the engineer but i have had absolutely no contact since and still have no connection 6 weeks after i signed up for the account!

I hope i'm not coming accross as aggressive, i certainly dont mean to be, I simply want to be connected! My contract with my current broadband provider ends on 28th Feb & i had hoped to be with eircom before then which is why i contacted eircom on 16th January!

To be fair to Eircom, i work shiftwork so may need to juggle the appointment when it eventually happens! For example this coming week i am working mon, tue & fri and off wed & thurs.

Anyway, apologies for long post, i appreciate you reading it and for any light you may be able to shed and help you may bring.


Many Thanks

holuc

Hi eircom guys,

Im just wondering how do i find out when my contract with eircom is up? Ive looked through all my bills, connection form etc and cant seem to find it. Maybe ive missed it in the small print somewhere?

Thanks
Holuc

eircom: Mark

holuc wrote: »

Hi eircom guys,

Im just wondering how do i find out when my contract with eircom is up? Ive looked through all my bills, connection form etc and cant seem to find it. Maybe ive missed it in the small print somewhere?

Thanks
Holuc

Hi holuc

Can you send on your telephone number or account number to me directly and I will check that out for you.

Thanks, Mark

eircom: Mark

Lawros Tache wrote: »

Hi Guys,

First of all let me say i think it's a great idea on ye're prepared to get involved in something like this, fair play for putting yourselves in the firing line!

Ok, background first... i was a customer with Eircom Broadband for approx 5 years. Then moved house about year & half ago & have now decided to go for Eircom Broadband again.

I requested a new-line connection on your website on 16th January 2011. To cut a long story short, i still am not connected.

Firstly, Eircom mixed up my address with another similar one in the same town & connected the wrong house (i have one eircom a/c number for this). After i established this (by calling to the other address) & eventually persuading your representative that i did not actually live there (believe me it took a bit of persuading...!) she advised me that the best thing to do was to re-apply with herself & got a new Eircom a/c number, on 31/01/2011.

On Fri 11th Feb 2011, i came out from work (no mobile allowed in work, note on my account to say same) to find a voicemail from engineer saying he was at my house to connect me but no-one was there (this was first i had heard of his coming), unfortunately i only finished work at 8pm.

On 15th Feb 2011 i again contacted 1901 to see what the story was, she apologised (and indeed was very pleasant as were all your reprensentatives to be fair) and as i was on holidays that week she organised that an engineer would call to me on Friday 18th February 2011 to connect me. I remanined at home all day but nobody called either physically or by phone.
I called 1901 and he said he would email the engineer but i have had absolutely no contact since and still have no connection 6 weeks after i signed up for the account!

I hope i'm not coming accross as aggressive, i certainly dont mean to be, I simply want to be connected! My contract with my current broadband provider ends on 28th Feb & i had hoped to be with eircom before then which is why i contacted eircom on 16th January!

To be fair to Eircom, i work shiftwork so may need to juggle the appointment when it eventually happens! For example this coming week i am working mon, tue & fri and off wed & thurs.

Anyway, apologies for long post, i appreciate you reading it and for any light you may be able to shed and help you may bring.


Many Thanks

Hi Lawros Tache

Thanks for the positive feedback Can you private message with your eircom telephone number and account number and I will look into it for you.

If you don't have those details can you PM the address.

Thanks, Mark

Lawros Tache

Thanks MARK, appreciate the help


PM sent

holuc

Thanks Mark

Sent you a pm.

eircom: Mark

holuc wrote: »

Thanks Mark

Sent you a pm.

Hi Holuc,

I got your details thanks, your contract is finished tomorrow 02/03/201.:)

Thanks, Mark

eircom: Mark

Lawros Tache wrote: »

Thanks MARK, appreciate the help


PM sent

Hi Lawros Tache,

Thanks for sending on the details, I will look into it and should have an update for you in a few days.

Thanks, Mark

Lawros Tache

eircom: Mark wrote: »

Hi Lawros Tache,

Thanks for sending on the details, I will look into it and should have an update for you in a few days.

Thanks, Mark

Hi Mark,

Many Thanks for all your help.

As discussed, the engineer called out yesterday and set up my landline, i've now got to ring Eircom today to order broadband (apparently it takes 24 hours for system to recognise new number?)
Can i order Next Gen Broadband, or is it line dependant? Any idea how long it will take to be up & running from now?!

Also, one last little request...

Any chance you could get them to change the "on hold" music on 1901?? It seriously has me driven demented!

eircom: Mark

Lawros Tache wrote: »

Hi Mark,

Many Thanks for all your help.

As discussed, the engineer called out yesterday and set up my landline, i've now got to ring Eircom today to order broadband (apparently it takes 24 hours for system to recognise new number?)
Can i order Next Gen Broadband, or is it line dependant? Any idea how long it will take to be up & running from now?!

Also, one last little request...

Any chance you could get them to change the "on hold" music on 1901?? It seriously has me driven demented!

Hi Lawros Tache,

The order needs to complete on the eircom systems. Then the line needs to be tested for broadband from the exchange. So it may be Tuesday next week before an order can be placed for broadband.

I will get back to you next week as well.

Thanks, Mark

Lawros Tache

eircom: Mark wrote: »

Hi Lawros Tache,

The order needs to complete on the eircom systems. Then the line needs to be tested for broadband from the exchange. So it may be Tuesday next week before an order can be placed for broadband.

I will get back to you next week as well.

Thanks, Mark

Hi Mark,

Any news for me?

Broadband still not working & on Tuesday it will be two months since i placed the order.

Thanks

Edit:

Update:-
Received an email informing me that my bill was available on-line. I checked it out & saw i am being billed for broadband from 10th March 2011. I contacted 1901 & order update service informed me (no human operator on duty) that my order was completed on 11th March 2011.
I once again checked my router & it is still not working (DSL light not lighting but analogue line works fine for calling 1901). I thought it might be faulty router so tried an old one i have, the DSL light flashes on & off (no solid light) but still no broadband connection. I have tried the connection both with & without the DSL filter but it makes no difference.

I would be very grateful Mark if you could check things out for me & put my bill on hold until the issue is resolved. Obviously i dont wish to pay for a service i am not receiving.
I am uncontactable by mobile tomorrow & tuesday until after 8pm but you can leave message on voicemail or on this thread.

Many Thanks

P.S. Have tried to log a fault 0n 1901, cant do so because no operators present on weekends. Tried to log fault on your website, but impossible to do so due to script errors. Do the people who write the site not actually use it? The irony of Eircom being a communications company has not been lost on me... :-(

eircom: Mark

Lawros Tache wrote: »

Hi Mark,

Any news for me?

Broadband still not working & on Tuesday it will be two months since i placed the order.

Thanks

Edit:

Update:-
Received an email informing me that my bill was available on-line. I checked it out & saw i am being billed for broadband from 10th March 2011. I contacted 1901 & order update service informed me (no human operator on duty) that my order was completed on 11th March 2011.
I once again checked my router & it is still not working (DSL light not lighting but analogue line works fine for calling 1901). I thought it might be faulty router so tried an old one i have, the DSL light flashes on & off (no solid light) but still no broadband connection. I have tried the connection both with & without the DSL filter but it makes no difference.

I would be very grateful Mark if you could check things out for me & put my bill on hold until the issue is resolved. Obviously i dont wish to pay for a service i am not receiving.
I am uncontactable by mobile tomorrow & tuesday until after 8pm but you can leave message on voicemail or on this thread.

Many Thanks

P.S. Have tried to log a fault 0n 1901, cant do so because no operators present on weekends. Tried to log fault on your website, but impossible to do so due to script errors. Do the people who write the site not actually use it? The irony of Eircom being a communications company has not been lost on me... :-(

Hi Lawros Tache,

I will chase this up with managers in broadband technical support and get back to you with an update soon.

Do you have a dial tone and phone service on the line?

Thanks, Mark

Lawros Tache

eircom: Mark wrote: »

Hi Lawros Tache,

I will chase this up with managers in broadband technical support and get back to you with an update soon.

Do you have a dial tone and phone service on the line?

Thanks, Mark

Hi Mark,

Once again many thanks for your help.

Yes, i have dial tone & fully working phone line, just no DSL lights or broadband connection. As stated i have tried with & without filter to no advantage and have now tried 3 different borrowed routers.
The computer picks up the router perfectly but no connection to internet.

Thanks again

paul

Lamposts

Hi guys,

I see that the Carrigaline area is NGB enabled, does that mean I can migrated right now or do I have to wait?

Cheers

eircom: Mark

Lawros Tache wrote: »

Hi Mark,

Once again many thanks for your help.

Yes, i have dial tone & fully working phone line, just no DSL lights or broadband connection. As stated i have tried with & without filter to no advantage and have now tried 3 different borrowed routers.
The computer picks up the router perfectly but no connection to internet.

Thanks again

paul

Hi Paul,

I see the case was escalated by broadband technical support yesterday morning to engineers so I will track the case and get an update for you.

Thanks, Mark

eircom: Mark

Lamposts wrote: »

Hi guys,

I see that the Carrigaline area is NGB enabled, does that mean I can migrated right now or do I have to wait?

Cheers

Hi Lamposts,

Can you PM me with your landline number and I will check that out for you.

Thanks, Mark

Lamposts

Sure thing Mark.