Overcharged by Eircom on Broadband?

Royal Legend

We had an issue in our company where our mobile phone signal from Vodafone was poor. So we got a booster unit to increase the signal strength. This made no difference, so Vodafone replaced the box f.o.c, believing it to be an unit problem. The signal still did not improve.

Looking into the issue more, the vodafone booster runs off the broadband internet that we have from Eircom. We have a broadband business starter package from Eircom that gives us supposedly up to 12mb broadband. We looked into this further and checked and found that we were actually only receiving 4.38mb !!

On contacting Eircom, they replied that they would check and revert to us within 24 hours and check that the line could take the broadband speed that we were paying for (€40/month) The agent informed me that we could have been mis-sold a package that could not conceivably work in our area and that we could be due a rebate.

As promised, 24 hours later, the agent came back and confirmed that we were not in an area that could receive 12mbs and he said he could downgrade us to 5mbs for €25/month instead. He also said that we were not entitled to a rebate as Eircom had not upgraded the package and that the 12mbs was a free upgrade.

I have since checked all our records and have not found that three years ago we were originally on a "broadband lite" package at a cost of less €25/month and that we were sold the upgrade package for an extra €15/month to go to 8mbs, which is now 12mbs. Considering that the most our lines will take is 5.1mbs, this looks like a mis- sell from Eircom

In our opinion, it looks like we were sold an upgrade package that was never going to work in our area. The agent is not taking my calls today and I have left messages for him to call me on this, as far as we are concerned we are due a rebate on the package for the last three years.

At present we buy our calls from Pure and have our line rental and broadband with Eircom. Eircom are trying to get us to go back to them on the calls, which we are considering, but how do we deal with Eircom, when it looks like we may have been mislead in relation to the broadband speeds that were available in our area and possibly overcharged for same

Not only that, but it appears that the vodafone booster is not working for our mobiles, because the broadband signal drops. We have been informed by other persons that this signal can drop, because the broadband is looking for 12mbs which is not there, so it crashes. If this is the case, and if we have possibly been mis-sold a package, this so called broadband upgrade has caused us multiple headaches in relation to our mobile signals within the company.

Has anyone any suggestions on how we deal with this issue?

eircom: Mark

Royal Legend wrote: »

We had an issue in our company where our mobile phone signal from Vodafone was poor. So we got a booster unit to increase the signal strength. This made no difference, so Vodafone replaced the box f.o.c, believing it to be an unit problem. The signal still did not improve.

Looking into the issue more, the vodafone booster runs off the broadband internet that we have from Eircom. We have a broadband business starter package from Eircom that gives us supposedly up to 12mb broadband. We looked into this further and checked and found that we were actually only receiving 4.38mb !!

On contacting Eircom, they replied that they would check and revert to us within 24 hours and check that the line could take the broadband speed that we were paying for (€40/month) The agent informed me that we could have been mis-sold a package that could not conceivably work in our area and that we could be due a rebate.

As promised, 24 hours later, the agent came back and confirmed that we were not in an area that could receive 12mbs and he said he could downgrade us to 5mbs for €25/month instead. He also said that we were not entitled to a rebate as Eircom had not upgraded the package and that the 12mbs was a free upgrade.

I have since checked all our records and have not found that three years ago we were originally on a "broadband lite" package at a cost of less €25/month and that we were sold the upgrade package for an extra €15/month to go to 8mbs, which is now 12mbs. Considering that the most our lines will take is 5.1mbs, this looks like a mis- sell from Eircom

In our opinion, it looks like we were sold an upgrade package that was never going to work in our area. The agent is not taking my calls today and I have left messages for him to call me on this, as far as we are concerned we are due a rebate on the package for the last three years.

At present we buy our calls from Pure and have our line rental and broadband with Eircom. Eircom are trying to get us to go back to them on the calls, which we are considering, but how do we deal with Eircom, when it looks like we may have been mislead in relation to the broadband speeds that were available in our area and possibly overcharged for same

Not only that, but it appears that the vodafone booster is not working for our mobiles, because the broadband signal drops. We have been informed by other persons that this signal can drop, because the broadband is looking for 12mbs which is not there, so it crashes. If this is the case, and if we have possibly been mis-sold a package, this so called broadband upgrade has caused us multiple headaches in relation to our mobile signals within the company.

Has anyone any suggestions on how we deal with this issue?

Hi Royal Legend,

Can you private message me with your eircom account number and I will look into your query.

Thanks, Mark

Royal Legend

eircom: Mark wrote: »

Hi Royal Legend,

Can you private message me with your eircom account number and I will look into your query.

Thanks, Mark

Thanks Mark, will do

eircom: Mark

Royal Legend wrote: »

Thanks Mark, will do

Hi Royal Legend,

I got your details thanks. I am looking into the issue and I should be back to you soon.

Thanks, Mark

Royal Legend

eircom: Mark wrote: »

Hi Royal Legend,

I got your details thanks. I am looking into the issue and I should be back to you soon.

Thanks, Mark

Much appreciated Mark and thanks again.

tatabubbly

I have a similar problem with overcharging, if it was on eircom or vodafone I don't know.

Switched in August to vodafone from eircom. Told by the vodafone rep that they did all the dealings with eircom and that I wouldn't have to worry about it.

This morning I recieved a bill for a month of broadband that I didn't use. Phoned the customer service agent who was a bit snotty about it saying it was due to line rental which is included in my vodafone package.

Now I do not have the money to pay both my eircom and vodafone bill for both the same period of time. What do I do?

eircom: Tony

tatabubbly wrote: »

I have a similar problem with overcharging, if it was on eircom or vodafone I don't know.

Switched in August to vodafone from eircom. Told by the vodafone rep that they did all the dealings with eircom and that I wouldn't have to worry about it.

This morning I recieved a bill for a month of broadband that I didn't use. Phoned the customer service agent who was a bit snotty about it saying it was due to line rental which is included in my vodafone package.

Now I do not have the money to pay both my eircom and vodafone bill for both the same period of time. What do I do?

Hi tatabubbly
if you recieved the bill from another provider afraid that there is not much I can add, however if you PM me your eircom a/c number I can investigate our final billing for you. Should be able to clarify issue.
Tony

Royal Legend

Hi Tony
PM'd you yesterday for an update, any idea when we can expect feedback on this. The person we were originally dealing with on this is not answering calls or returning messages

eircom: Mark

Royal Legend wrote: »

Hi Tony
PM'd you yesterday for an update, any idea when we can expect feedback on this. The person we were originally dealing with on this is not answering calls or returning messages

Hi Royal Legend,

I sent an escalation to managers in the business service center and I hope to have an update for you today.

Thanks, Mark

Royal Legend

Mark, I have replied to your explanation in your PM, Can you reply with an updated answer today please and we find the explanation unsatisfactory.

eircom: Tony

Royal Legend wrote: »

Mark, I have replied to your explanation in your PM, Can you reply with an updated answer today please and we find the explanation unsatisfactory.

Hi Royal Legend
Mark just out to lunch at moment and will answer you when back.
Tony

Royal Legend

I replied to your PM last Friday evening and I was told that you would look into the issue in more detail. Still no reply and it is now Wednesday evening.
If you want I can post my issues from the PM on the forum?

Either is there any chance of a reply or even any chance that one one your reps will call to us as we have asked?

eircom: Tony

Royal Legend wrote: »

I replied to your PM last Friday evening and I was told that you would look into the issue in more detail. Still no reply and it is now Wednesday evening.
If you want I can post my issues from the PM on the forum?

Either is there any chance of a reply or even any chance that one one your reps will call to us as we have asked?

Hi Royal Legend
I can see Marks response from Friday, he is in later today and will have him contact you as soon as possible.
Tony

Royal Legend

Hi,
Mark was to call me at 2.00pm. I have pm'ed him that I am going back into a meeting between 2.45 and 3.00pm, so he needs to call me before then. Its nearly a week since the last update. There has been no further response on our problem as was promised, and we are still to hear if you are going to send someone out to talk to us face to face, to sort the issues.

eircom: Mark

Royal Legend wrote: »

Hi,
Mark was to call me at 2.00pm. I have pm'ed him that I am going back into a meeting between 2.45 and 3.00pm, so he needs to call me before then. Its nearly a week since the last update. There has been no further response on our problem as was promised, and we are still to hear if you are going to send someone out to talk to us face to face, to sort the
issues.

Hi Royal Legand,

I Pm you apologies I didn't call. if you can get back to me after your meeting I will appreciate it.

Thanks, Mark

Royal Legend

Mark,
Still waiting for the phone call.

Can you call me today please, perferably before 1.00pm

eircom: Tony

Royal Legend wrote: »

Mark,
Still waiting for the phone call.

Can you call me today please, perferably before 1.00pm

Hi Royal Legend
re call send on any relevant info and I will be in contact as soon as possible next week.
Tony

eircom: Mark

eircom: Tony wrote: »

Hi Royal Legend
re call send on any relevant info and I will be in contact as soon as possible next week.
Tony

Hi Royal Legend,

I apologise for the delay in getting back to you. I have been investigating the issue in detail and if you would be able to PM me with the best time to give you a call to discuss the issue.

Many thanks, Mark

Royal Legend

eircom: Mark wrote: »

Hi Royal Legend,

I apologise for the delay in getting back to you. I have been investigating the issue in detail and if you would be able to PM me with the best time to give you a call to discuss the issue.

Many thanks, Mark

Hi,
I have sent you a PM

Talk to you later

eircom: Mark

Royal Legend wrote: »

Hi,
I have sent you a PM

Talk to you later

Hi,

Got it thanks, I will call you after 3pm.

Regards, Mark

Royal Legend

Hi Mark,
Another week has gone by and we are still waiting on an answer

Can you revert with an update please. We sent sent through a copy of the 2008 bill last Friday as requested.

eircom: Mark

Royal Legend wrote: »

Hi Mark,
Another week has gone by and we are still waiting on an answer

Can you revert with an update please. We sent sent through a copy of the 2008 bill last Friday as requested.

Hi Royal Legend,

As per the call tou earlier I have sent an escalatin to business broadband support. I will be back to you early next week.

Thanks, Mark

Royal Legend

Mark,
Our line speed still has not dropped back to 3mb. When will this happen as we need to test our other hardware to see of the issue is resolved

eircom: Mark

Royal Legend wrote: »

Mark,
Our line speed still has not dropped back to 3mb. When will this happen as we need to test our other hardware to see of the issue is resolved

Hi Royal Legend,

I escalated the issue to managers in broadband technical support and they want to check on an issue. So I will look let you know as soon as I have an update.

Thanks, Mark

Royal Legend

Hi Mark,
Yet another week has gone by, its over one month since we first posted our issue, I understand some small steps have been made, but this is taking far too long. its nearly two weeks since we agreed that the spped would be dropped to 3mb so as we could check that our system was not dropping the signal still.
Can you let me know please as soon as possible, when we can check our system when the speed is at 3mb?

Thanking you in advance for your reply.

eircom: Mark

Royal Legend wrote: »

Hi Mark,
Yet another week has gone by, its over one month since we first posted our issue, I understand some small steps have been made, but this is taking far too long. its nearly two weeks since we agreed that the spped would be dropped to 3mb so as we could check that our system was not dropping the signal still.
Can you let me know please as soon as possible, when we can check our system when the speed is at 3mb?

Thanking you in advance for your reply.

Hi Royal Legend

I PM you a moment ago.

Thanks, Mark

Royal Legend

Hi,
For the last few weeks our company broadband has been slow.
For the last week or so it has been chronic.

I have just ran speedtests and when the results finally arrive I am being told we have a broadband speed of between 0.11 and 0.45 mbps !!!!!

We are trying to run a business here, but cannot do so while the speeds are this low.
The lease we should get based on our previous converstions is around 2.4 mbps

Can you please tell me is this a general problem in our area???

Our IT people are in tomorrow, they are already recommending we switch to Vodafone Broadband.

eircom: Mark

Royal Legend wrote: »

Hi,
For the last few weeks our company broadband has been slow.
For the last week or so it has been chronic.

I have just ran speedtests and when the results finally arrive I am being told we have a broadband speed of between 0.11 and 0.45 mbps !!!!!

We are trying to run a business here, but cannot do so while the speeds are this low.
The lease we should get based on our previous converstions is around 2.4 mbps

Can you please tell me is this a general problem in our area???

Our IT people are in tomorrow, they are already recommending we switch to Vodafone Broadband.

Hi Royal Legend,

Have checked the line and broadband and following investigation from our business faults department they have found an issue with the line. This is almost certainly the cause of the sudden drop in speed. Not clear what the exact issue is until we send a technician but we have already arranged for that to happen (Ref. no. 11257695). The turnaround time on a fault is 3 working days. The reference number above will allow you to track the fault by calling business faults (1800 601 701, option 5). If you prefer, leave a note here for updates and I can check for you instead.

Regards

James (Logged in as Mark)

Royal Legend

eircom: Mark wrote: »

Hi Royal Legend,

Have checked the line and broadband and following investigation from our business faults department they have found an issue with the line. This is almost certainly the cause of the sudden drop in speed. Not clear what the exact issue is until we send a technician but we have already arranged for that to happen (Ref. no. 11257695). The turnaround time on a fault is 3 working days. The reference number above will allow you to track the fault by calling business faults (1800 601 701, option 5). If you prefer, leave a note here for updates and I can check for you instead.

Regards

James (Logged in as Mark)

Thanks for the reply, hopefully we will be back to normal early next week.

Royal Legend

Well, yesterday an Eircom engineer arrived out to look at the problem.

Our broadband was working ok and we told him, and he said he would have a look at the line.

Anyway to cut a long story short, our broadband went off, as we supposed he was looking at the fault.

HE NEVER CAME BACK, now we dont have any broadband and our fax line has gone!!!!!!!!!!!!!!!!!

He did not even bother coming back to tell us he found a problem, a problem by the way he made worse by going at it.

We are a multi million euro business that now cannot contact its customers by either fax or e-mail.

When we rang Eircom, they said they are working on the problem

We pay €8 a month extra for a service that guarentees our phones are back up and running within 8 hours, but seemingly it does not cover either the fax line or broadband, which they say is a maximum of 2 day.

Yet again, we feel we have been mis-sold a service by Eircom.....

I am going to keep bumping this thread until its fixed.

Royal Legend

Still no answer,
we are being told tht itis a dropped cable.

We are losing business because of this issue, if this is not resolved shortly we will be looking at legal action against Eircom for loss of business.

WE HAVE NO E-MAIL OR FAX

UNBELIEVEABLE :mad:

Royal Legend

Royal Legend wrote: »

Still no answer,
we are being told tht itis a dropped cable.

We are losing business because of this issue, if this is not resolved shortly we will be looking at legal action against Eircom for loss of business.

WE HAVE NO E-MAIL OR FAX

UNBELIEVEABLE :mad:

Still no reply, it is nearly 48 hours since the technician was here that caused the issue. We had broadband and fax working, then the technician arrives, he cuts off our broadband and fax, we believe that he is working on it, but the following morning we find we still have n fax or broadband, that there was an issue found by the technician, but he did not even have the courtesy to tell us of the issue.
Since then we have been sent from pillar to post, fobed off would be a better description. Still no reply on these boards either.

We are potentially losing thousands of euro's in business due to this issue.

Can someone please reply as to how to resolve this please????????

eircom: Ant

Royal Legend wrote: »

Still no reply, it is nearly 48 hours since the technician was here that caused the issue. We had broadband and fax working, then the technician arrives, he cuts off our broadband and fax, we believe that he is working on it, but the following morning we find we still have n fax or broadband, that there was an issue found by the technician, but he did not even have the courtesy to tell us of the issue.
Since then we have been sent from pillar to post, fobed off would be a better description. Still no reply on these boards either.

We are potentially losing thousands of euro's in business due to this issue.

Can someone please reply as to how to resolve this please????????

Hi Royal Legend,

I apologise for the delay. I have spoken with the technician assigned to your fault. He has advised that this is related to an underground cable in the area. The technician required further assistance at the distribution point yesterday as it wasn't possible to complete on his own.

The technician further advised that he is aware of your urgency of repairing this fault. A crew has been assigned to complete repairs as soon as possible. If I receive more updates I will advise you.

Kind regards,
Ant

Royal Legend

We have been told that this will be fixed tomorrow morning, we wait with bated breath.

dub45

eircom: Ant wrote: »

Hi Royal Legend,

I apologise for the delay. I have spoken with the technician assigned to your fault. He has advised that this is related to an underground cable in the area. The technician required further assistance at the distribution point yesterday as it wasn't possible to complete on his own.

The technician further advised that he is aware of your urgency of repairing this fault. A crew has been assigned to complete repairs as soon as possible. If I receive more updates I will advise you.

Kind regards,
Ant

Why did this technician apparently not tell the customer that he was going to cut off their bb? Surely the customer is entitled to such information?

eircom: Tony

Royal Legend wrote: »

We have been told that this will be fixed tomorrow morning, we wait with bated breath.

Hi Royal Legend
yes, I have spoken with tech on this job and he reports that service should be fully returned. Let me know if this is not the case. Apologies for disruption in service byt this was due, as Anthony had posted earlier, to an underground cable issue.
Tony

dub45

eircom: Tony wrote: »

Hi Royal Legend
yes, I have spoken with tech on this job and he reports that service should be fully returned. Let me know if this is not the case. Apologies for disruption in service byt this was due, as Anthony had posted earlier, to an underground cable issue.
Tony

So Tony why the lack of communication from the tech to the customer? Surely a customer should be told if the bb is going to be turned off?