Meteor Customer Service

desodon

Hi. I am having difficulties with my iPhone (youtube not working atall, internet really slow) and the customer service with Meteor is terrible. I have tried contacting them several times (via phone - too long and via email - no replies). I have now sent the following email to meteor and CCed comreg: it's not good enough like.


"Having sent multiple emails (one this day last week – no reply) and multiple attempts to contact Meteor I have now instructed my bank to disable Meteor direct debits. I would expect non-provision of Customer Service to be a statutory breach of contract. I still have a handset which I believe belongs (in part) to Meteor as agreed within said 2 year contract. Please nominate a store where I can hand the handset back in (or an address which I can post it to). As expected, I probably won’t receive a reply to this email and it will take too long to get through on the phone so if I don’t get a reply I will drop it back to the meteor store on Grafton Street by EOD tomorrow.

Account details below:
Contact:
Name:"


Haven't really gone to the bother of cancelling the Direct Debit but i'm thinking I will. anyone have any thoughts? do they have to provide customer service?

Rob C

Best thing to do is go to Twitter and contact them there. @Meteor_Mobile

It's public and your comments will be seen by all so they will respond to you in order to be seen to be proactive.

Also try their forums, they'll get back to you there as well. Have to register first.

Their customer service is worryingly poor. I'm switching to Meteor from O2 and have a bad feeling I've made a mistake. No Answers to queries for days and days.

BopNiblets

Same for me, I'd say it's easier to get in touch with Barack Obama than their Customer support.

Maybe someone on here will know if roaming charges will be added to my direct debit next time? I'm on €35 a month bill pay but went over by about €5 when I was in Spain so do I have to pay that manually?
Cheers.

Kristopherus

No. It will be added on to your monthly phone bill. If you are registered with My Meteor, you can look at your bill there.

AntiVirus

I've been trying to get in touch with meteor for months. I was a customer with them at the start of the year and I keep getting a bill from them for 42 euros.

The bill says "Any questions? call 1905, which only works it you are a current Meteor customer. The other number to call is 1890 808 585 which just puts you on hold for 18 minutes and then hangs up?

I can't say there customer service is bad, it just doesn't exist!

Rob C

Eventually I got my issues sorted. All down to Twitter to be honest. It's the only sure way of getting to them as they have to respond to you as everyone can see the communications. If you don't have a Twitter account just sign up, takes 2 minutes and contact them. They'll ask you to Directly Message then with any personal details etc.

Dionysus

desodon wrote: »

Hi. I am having difficulties with my iPhone (youtube not working atall, internet really slow) and the customer service with Meteor is terrible. I have tried contacting them several times (via phone - too long and via email - no replies). I have now sent the following email to meteor and CCed comreg: it's not good enough like.


"Having sent multiple emails (one this day last week – no reply) and multiple attempts to contact Meteor I have now instructed my bank to disable Meteor direct debits. I would expect non-provision of Customer Service to be a statutory breach of contract. I still have a handset which I believe belongs (in part) to Meteor as agreed within said 2 year contract. Please nominate a store where I can hand the handset back in (or an address which I can post it to). As expected, I probably won’t receive a reply to this email and it will take too long to get through on the phone so if I don’t get a reply I will drop it back to the meteor store on Grafton Street by EOD tomorrow.

Account details below:
Contact:
Name:"


Haven't really gone to the bother of cancelling the Direct Debit but i'm thinking I will. anyone have any thoughts? do they have to provide customer service?

Curiously enough, I've been trying to get through to Meteor all week. My monthy bill ends today so I want to change over to Tesco straight away but Meteor is not returning the messages that I leave on the website after my call to 1905 is unanswered. It's all a complete waste of my time. They are clearly not employing enough people in customer service. I have been with them since 2001, but Tesco is offering a much better deal now so time for a change.

kensutz

BopNiblets wrote: »

Same for me, I'd say it's easier to get in touch with Barack Obama than their Customer support.

Maybe someone on here will know if roaming charges will be added to my direct debit next time? I'm on €35 a month bill pay but went over by about €5 when I was in Spain so do I have to pay that manually?
Cheers.

I do some customer service for them. It will be taken out of your direct debit.

stevek93

desodon wrote: »

Hi. I am having difficulties with my iPhone (youtube not working atall, internet really slow) and the customer service with Meteor is terrible. I have tried contacting them several times (via phone - too long and via email - no replies). I have now sent the following email to meteor and CCed comreg: it's not good enough like.


"Having sent multiple emails (one this day last week – no reply) and multiple attempts to contact Meteor I have now instructed my bank to disable Meteor direct debits. I would expect non-provision of Customer Service to be a statutory breach of contract. I still have a handset which I believe belongs (in part) to Meteor as agreed within said 2 year contract. Please nominate a store where I can hand the handset back in (or an address which I can post it to). As expected, I probably won’t receive a reply to this email and it will take too long to get through on the phone so if I don’t get a reply I will drop it back to the meteor store on Grafton Street by EOD tomorrow.

Account details below:
Contact:
Name:"


Haven't really gone to the bother of cancelling the Direct Debit but i'm thinking I will. anyone have any thoughts? do they have to provide customer service?

Same for me, i have been trying to get through for nearly a week now!!! after 18 minutes on hold they just hang up and any store i try to ring just ends up with a voice-mail grrrrrrrrrrhhhhhhhhhh

vicM

stevek93 wrote: »

Same for me, i have been trying to get through for nearly a week now!!! after 18 minutes on hold they just hang up and any store i try to ring just ends up with a voice-mail grrrrrrrrrrhhhhhhhhhh

Believe they are changing the crowd they used to outsource to and moving offices as well..could be the reason for thier absence

AntiVirus

vicM wrote: »

Believe they are changing the crowd they used to outsource to and moving offices as well..could be the reason for thier absence

They don't respond to emails either.

long_b

Just spent over 16.5 minutes on hold trying to get through to 1905.
That's their main support line.
Gave up in the end.
In what world is this acceptable ?

AntiVirus

long_b wrote: »

Just spent over 16.5 minutes on hold trying to get through to 1905.
That's their main support line.
Gave up in the end.
In what world is this acceptable ?

You saved your self 1.5 minutes as it would have cut you off after 18 minutes!

stevek93

Got trough last night YAAAYY! Was told my free calls and texts should be arriving shorty which i had been waiting on since yesterday morning and still no text to say I got them Id love to no what there at they used to be good with there service.

kensutz

Their PAYG promos have been fcuked up.

-Kenny-

Rang CC on hold for 20 minutes they hang up
Rang back on hold for 15 minutes and I get though and yer wan tells me my Free texts should be back later on that night (last night).
Night came and went.
Rang this morning and got through after 25 minutes they said it should be back by 11.. (they lied)

They are actually Useless

stevek93

Lads if your on pay as you go stick your number on private dial 1905 wait till your man says press 1 an press # twice it will hangup ring it back and you will be put on hold. saves the credit

Rob C

Bloody hell. I'm in Prague at the monent at a conference, arrived yesterday and turned on my iPhone (got it on Friday with Meteor). Turned it on....no service. Nothing.

No hope of phoning customer service, couldn't get through via my work mobile. Eventually tweeted them and they first of all claimed I couldn't get roaming as I had two unpaid bills!! I replied how is that possible after being a customer for four days!!! Then they said, sorry, you need to have a history of two bills being paid before you can roam or you will have to pay €60 up front!! Hahaha! What a joke!

I have 16 years of continuous contract with O2 and Vodafone, all on bill pay with no bill ever missed.

It's pathetic from Meteor. They're going to shed customers if they keep going.

Take my advice, stick with O2 or Vodafone. Never had an issue re customer service, ever with either. Never could not get through, emails always answered, coverage always top notch. Even if Meteor are offering great deals, don't be tempted.

barbershop

Having a nightmare with them at the moment. My girlfriend and I are switching from meteor PAYG to billpay. We ordered the phones online but they sent her out a new sim instead of switching her. We were told she had to ring customer care to get her old number back but we spent a total of nearly 2 hours on hold last night. I haven't signed my contract yet (I ordered a couple of days after her) and unless this gets resolved there isn't a chance in hell I will. Their own forums are a monument to the poor quality of their customer care. I would seriously warn anyone planning to sign up to meteor bill pay to consider how much hassle they are willing to endure in exchange for a low cost phone/bill. Sure it's cheap, but it's cheap for a reason.

Sponge Bob

The eMobile bit is being moved to call centres in Cork and Limerick, christ knows what they are doing with the Meteor bit.

kensutz

Sponge Bob wrote: »

The eMobile bit is being moved to call centres in Cork and Limerick, christ knows what they are doing with the Meteor bit.

And you know this how? Limerick isn't involved

barbershop

Sponge Bob wrote: »

The eMobile bit is being moved to call centres in Cork and Limerick, christ knows what they are doing with the Meteor bit.

From the current quality of the service I'd guess that the whole Meteor bit is being run by a grand total of three people. I finally managed to get a response from their twitter but no indication of how long it would take to fix my problem. Seeing people tweeting about how they have been waiting over 5 days for the same issue to be resolved is deeply depressing. I used to work for O2 retail and number porting could be done in no time either in store or over the phone. It's ridiculous.

lpool2k05

Anybody think of going into a Meteor store? I went yesterday with my issue and sorted within 5 mins!!

Sponge Bob

kensutz wrote: »

And you know this how? Limerick isn't involved

Is it all going to Cork???

Funny how I am not the only person who heard Limerick too.

Max Power 2010

Sponge Bob wrote: »

Is it all going to Cork???

Funny how I am not the only person who heard Limerick too.

No, the post says he was in his local eMobile store, in Limerick.

Meteor/eMobile have terminated there contract with rigney dolphin, whatever operations where in the Rigney Call Centre in waterford are moving to a eircom building in cork, new staff etc.

The dublin operation will remain the same except a move of premises, Meteor/eMobile, it doesnt make a difference both calls are answered in the same centres by the same people, or "new people"

jsloan

I signed up for the free call, texts and free web for 20 Euro a month. I got a text saying "Sign up before some date in September to avail of this" So i texted back opting into it.2/3 weeks ago I topped up by my usual 20 and have not received any free calls or texts which ive been gettin for years. I dropped into a Meteor shop n was told that the offer had expired and that i was informed of this, which i wasnt!! he said it was in the text I received, (it wasnt). He said he cannot help me i have to ring customer service to sign back up to my original plan of free calls n texts for 20 Euro, cos the one including internet has gone up to 30 Euro.
For the past two weeks ive been trying to ring customer service, i am currently on hold as we speak. I signed up to their forums n was told i would receive an activation email, and I did not receive it, so I cant get through to them online or over the phone. Oh and when you have been on hold for 17 minutes they disconnect you. Meteor are a shambles!

Dionysus

Edit to below: I've just been cut off twice by Meteor/Eircom on the 1800 638367 number in the past hour; after waiting for 20min 30sec and 10min 21sec respectively. Arrogant pricks who should have whatever license they possess withdrawn from them by the Irish state/ComReg.

---

Still fucking atrocious customer service. It reminds me of the abysmal Eircom.... (Google search later) and Meteor is owned and managed by the worst telecommunications company in Europe: Eircom.

Everybody: Meteor is Eircom. Recently Meteor has had its customer service division placed under the control of the person in charge of Eircom's customer service division:

Eircom management run Meteor

The CEO of Eircom is somebody named Paul Donovan. He has ultimate responsibility for the wreck that is Meteor Customer Service. An individual named Stephen Beynon, who is 'group managing director of Consumer and Small Business', bears specific responsibility for the abysmal customer service.

For how long are we expected to listen to that dire song they play over...and over... and over again when you ring up? It's a joke - as if we have nothing better to do than get a headache from them while waiting to give them money.

It's a massive two fingers to Irish consumers that Eircom has been allowed to take control of Meteor. There really, really is no worse company in Irish society than Eircom. I remember those fucks when they were charging £200 per month for my internet connection back in 1997, and the entire service collapsed between 6pm and 8pm because they hadn't the infrastructure to handle the post-work traffic. Yes, that was around the same time that Mary O'Rourke was appointed as the technological spokesperson of the Irish state telling eejits to buy Eircom shares because it was such a great company. Fucktards promoted by fucktards in 1997; Eircom are still fucktards in 2011 and headed by fucktards and authorised by the patently incompetent, smug, placid and utterly indifferent fucktards in ComReg.

Benny Cake

Currently on hold for 86 minutes with meteor customer service :eek: ... reckon I may have made a mistake moving from O2

groom

I was planning on moving back to Meteor from Tesco but this thread has frightened me off. I was with them for years before and didn't find it a problem. Is this a short term thing that is likely to be resolved?

Dionysus

groom wrote: »

I was planning on moving back to Meteor from Tesco but this thread has frightened me off. I was with them for years before and didn't find it a problem. Is this a short term thing that is likely to be resolved?

Why are you dissatisfied with Tesco?

groom

I'm not particularly dissatisfied with Tesco. Just attracted by the latest Meteor offer

Dionysus

groom wrote: »

I'm not particularly dissatisfied with Tesco. Just attracted by the latest Meteor offer

Interesting. I was looking at Tesco bill tariffs and they seem to be a way better deal than Meteor, whom I've been with for the past ten years.

I haven't heard anything bad about Tesco yet so that's why I'm asking.

long_b

Dionysus wrote: »

.
I haven't heard anything bad about Tesco yet so that's why I'm asking.

How about that their download speed is currently capped by O2 at around 1.5 Mb/sec ?

Dionysus

long_b wrote: »

How about that their download speed is currently capped by O2 at around 1.5 Mb/sec ?

Never knew that. Thanks. What's the current Meteor cap?

evolutionqy7

Dionysus wrote: »

Never knew that. Thanks. What's the current Meteor cap?

Nothing. Depends on the area, signal and the amount of users in the area. I get average speeds of 2-4mbps

groom

Yeah data speeds are the biggest drawback with Tesco. Meteor is much better.
Just did a speed test there on Tesco and got Ping-318ms 0.30Mbps up & 0.37Mbps up. In Dublin4

Tesco tariffs are good if you're a very light user like me. €10 (+€10 bonus) generally gets me all the calls/texts I need per month and out of that I can also pay for my data bundle which is generous

But I'm looking at the €15 Meteor offer for 200 calls/200 texts 1Gb with decent data speeds

Dermighty

I am Meteor Bill Pay.

My MONTHLY BILL says "Any questions? Ring 1905"

I rang this numerous times (I'd estimate 6 times last week) and it was Pay As You Go customer support, stayed on hold for over ten minutes each time and it just automatically hung up.

Meteor: Go **** yourself!

drunkmonkey

FFS, there now passing the calls over to eircom. Who's in charge, sooty or sweep would do a better job of running the show.

evolutionqy7

I used to think three was horrible.

Id take three's customer care any day now

Atleast their polite and helpful as far as their allowed to be. Waiting times are nearly non existent for them as well. Too bad that they dont have good coverage in my area and internet speeds with them in my area are crap.

Sponge Bob

Their 1800 dealer support number appears to be going nowhere today...no human at the end of it neither in Dublin Cork nor Waterford.

This call centre transition is a disaster for them.

groom

I rang the 1905 number today and got through to customer service in a couple of minutes and found out what I needed to know in about 5 minutes. Was I just really lucky?

long_b

groom wrote: »

I rang the 1905 number today and got through to customer service in a couple of minutes and found out what I needed to know in about 5 minutes. Was I just really lucky?

Come with me down the newsagents - we're going buying lottery tickets

whats_happenin

Sponge Bob wrote: »

Their 1800 dealer support number appears to be going nowhere today...no human at the end of it neither in Dublin Cork nor Waterford.

This call centre transition is a disaster for them.

You must work in a retail store. The line is working fine.

antodeco

Sure I got disconnected after being on hold to eMobile (same Cust care) for over 1 hour and 20 minutes!

Dionysus

antodeco wrote: »

Sure I got disconnected after being on hold to eMobile (same Cust care) for over 1 hour and 20 minutes!

Join the club

groom

long_b wrote: »

Come with me down the newsagents - we're going buying lottery tickets

I'm considering moving back to take up a new sim only contract. I had a couple of questions to ask so made 2 separate calls again this morning to this # 1890 808 585. Got talking to a human without waiting and a minimum of menus. Sounds like it might have been a shared eMobile line.

Maybe their issues are sorted now because I've made 3 calls to them in last couple of days and gotten thru without delay?

Max Power 2010

It all depends on your spend how fast the call is answered, I don't know the criteria behind it but if you spend €xxx a month expect your call to be answered within 30 secs or more if more high spend customers are calling.

If your not spending xxx your Meteor or eMobile call defaults back to it's respective Post or Pre queue, so the more high spend calls offered the longer the average Joe waits.

tallaghtmick

Rang there and got through after 1 minute :pac:

groom

Max Power 2010 wrote: »

It all depends on your spend how fast the call is answered, I don't know the criteria behind it but if you spend €xxx a month expect your call to be answered within 30 secs or more if more high spend customers are calling.

If your not spending xxx your Meteor or eMobile call defaults back to it's respective Post or Pre queue, so the more high spend calls offered the longer the average Joe waits.

I'm not a Meteor customer at present.

du Maurier

evolutionqy7 wrote: »

I used to think three was horrible.

Id take three's customer care any day now

Atleast their polite and helpful as far as their allowed to be. Waiting times are nearly non existent for them as well. Too bad that they dont have good coverage in my area and internet speeds with them in my area are crap.

I've temporarily moved to Meteor (as I had had enough of 3). Seems a bit like out of the frying pan into the fire.

I've been averaging 10 minutes to get through, that is, if the line doesn't drop.

I put a few calls through to query my plan and was greeted with gruffness and a clear lack of knowledge on something they should be able to reel off with little bother.

The girl at the other end really didn't know what she was talking about and had to be cozened into giving some kind of answer to my questions.

There was lots of long pauses and unsureness and then a delayed yes or no.

So basically all she really could tell me was that if I go over my allocated minutes I'd be charged on top of my bill and if I didn't I wouldn't. Well done! I kind of wanted a little bit more than that. She started to get annoyed when I asked about pro rata charges because she wasn't so well versed in explaining that. So I had to leave it, and left the line none the wiser for it.

And gruffness in some kind of midlands (?) accent is intimidating:pac:

I'm not sure I'll stay on this network for too long.

Sponge Bob

du Maurier wrote: »

And gruffness in some kind of midlands (?) accent is intimidating:pac:

I'm not sure I'll stay on this network for too long.

Waterford most likely and they have lost the contract to handle customer care as from end 2011. If you get a Cork accent that is the new call centre and at least they will sound more cheerful.