Eircom broadband difficulties/poor customer service

Johngoose

I signed up to Eircom broadband a few months ago, much to my regret. From start to finish it has been a disaster. I live in Cork city centre, but the internet didn't work properly from day 1. In any given day intermittent broadband was all I could hope for. I obviously contacted Eircom 'technical support.' They sent out one engineer after another. I had roughly six visits from different engineers. In the end two technicians were sent out with these devices that would pick up interference and disturbance to the signal. They were unable to rectify the problem. After many phone calls, during which I had to endure listening to music, while on hold, the broadband was cancelled. Eircom admitted there was nothing they could do to provide a proper internet service. Now I am faced with the prospect of ending my landline contract, with Eircom demanding 600 euro for terminating the contract. As well as this, I have bills for the Eicom landline service, which I only installed so that I could avail of their internet service. When I ring Eircom's customer service line, I am directed and redirected from person to person, in various departments. It seems like they don't want to listen to me, or deal with my issues.

Richard Dower

Joke!.....they want you to pay for a service they admit they cant provide....f*ck ém!.....tell them to take you to court.


Your contract is for broadband....its not a 12 month landline contract. Cancel your DD, tell them to send the debt collectors and take you to court. Any judge will side with you, they failed to provide a product.

You shouldn't have to pay for 12 months of a product you cant use!

Johngoose wrote: »

I signed up to Eircom broadband a few months ago, much to my regret. From start to finish it has been a disaster. I live in Cork city centre, but the internet didn't work properly from day 1. In any given day intermittent broadband was all I could hope for. I obviously contacted Eircom 'technical support.' They sent out one engineer after another. I had roughly six visits from different engineers. In the end two technicians were sent out with these devices that would pick up interference and disturbance to the signal. They were unable to rectify the problem. After many phone calls, during which I had to endure listening to music, while on hold, the broadband was cancelled. Eircom admitted there was nothing they could do to provide a proper internet service. Now I am faced with the prospect of ending my landline contract, with Eircom demanding 600 euro for terminating the contract. As well as this, I have bills for the Eicom landline service, which I only installed so that I could avail of their internet service. When I ring Eircom's customer service line, I am directed and redirected from person to person, in various departments. It seems like they don't want to listen to me, or deal with my issues.

dxhound2005

Maybe you could raise your complaint on the Eircom forum.

http://www.boards.ie/ttforum/1293

It is better not to accept legal advice you get on an internet forum. A judge might not side with you if there was a court case.

beaufortpilot

How I sympathise with you. The only time you get to talk to a real person in real time is when they want to lure you into supposed better products or 'efibre' !!! I would settle for sustained 7Mb. 30 years later, and billions lost and wasted, white smoke on the horizon, if I can find someway to make contact to terminate my Eircom accounts.

Johngoose

HI Alan I have the new bill now which has gone up to 500.74 euro. My account number is 78926770. Can you sort this out as promised and get back to me. I will be at work, so would appreciate it if you rang me after 4 p.m.,thanks

AlanS181824

How's this getting on for you? Have you gotten sorted yet?

Johngoose

Not sorted yet Alan, will let you know how it goes.

slasher_65

Johngoose wrote: »

HI Alan I have the new bill now which has gone up to 500.74 euro. My account number is [removed]. Can you sort this out as promised and get back to me. I will be at work, so would appreciate it if you rang me after 4 p.m.,thanks

I suspect you wanted to post this to the Eircom rep instead of here?

nicmarksec

EIRCOM bb is very poor I joined in mar 2012 was promised a big increase
it was worse i spent hours trying to sort
left in sept 2012 in mid contract and I am still getting bills from them up to today 28/2/14 and told if I dont pay will take legal action. they told me I cant leave in a mid contract, I suggest you leave as a contract is 2 way

not only eircoms way I told them this and will not be paying for a service not provided

Johngoose wrote: »

I signed up to Eircom broadband a few months ago, much to my regret. From start to finish it has been a disaster. I live in Cork city centre, but the internet didn't work properly from day 1. In any given day intermittent broadband was all I could hope for. I obviously contacted Eircom 'technical support.' They sent out one engineer after another. I had roughly six visits from different engineers. In the end two technicians were sent out with these devices that would pick up interference and disturbance to the signal. They were unable to rectify the problem. After many phone calls, during which I had to endure listening to music, while on hold, the broadband was cancelled. Eircom admitted there was nothing they could do to provide a proper internet service. Now I am faced with the prospect of ending my landline contract, with Eircom demanding 600 euro for terminating the contract. As well as this, I have bills for the Eicom landline service, which I only installed so that I could avail of their internet service. When I ring Eircom's customer service line, I am directed and redirected from person to person, in various departments. It seems like they don't want to listen to me, or deal with my issues.

InCagePhoto

ok. Hi everyone.

accidentally came across this section on boars.
I decided to share my ongoing issue with them.
Just in case someone is still thinking about ordering Eircom broadband..
DO NOT if you have any other decent ISPs' in your area with good
package offers.

My experience with Eircom started last December. Moved to country side
with only available ISP in the area. Ordered Eircom landline broadband
up to 5MB/s for ridiculously high price at 65 per month. As there was no
other options I took the hit as a man and signed 18 month contract with them.
There was a 2 months delay to get the router posted to me. First they
forgot to post the device, then they posted to the wrong address, then they
posted it just to my name and surname and Town (no house name ect.)
In this time I had already 2 bills on my hands for no service (I must admit
their system works well when they need to take the money out)

Then after 6 months we moved to Stamullen.
On 9th of May called Eircom to move the house. They cancelled my Landline
broadband an I managed to set up new Fiber account with e-Vision for a great
price. Also they stated my next bill will be -250e on charge a a cancellation fee
will hit on the Landline account, but once the bill issued I need to call in and cancel
the charge so it does not hit my direct debit. Expectations were set to me -
it will take 3 days to activate the line, 5 working days thereafter to get the technician
out to install Fiber line. Call Back never came through to confirm the line activation
and installation appointment.

Waited for a week. Not a sign of Call back. Called in myself. Eircom said I needed to
call to say the line was active. lol. The line does not light up when it is active.
Ok. I took it as a miss-communication and moved on. The Agent Said I need to
wait for a call to arrange the installation appointment. Waited for this call another week.
obviously no call came through. Another call to Eircom made. Service Professional (if I may
call that person alike) could not find my order on system. After the request of Supervisor Call
Agent hang up on me. Next call was made on the go to the same number. Lady said it is not
a Fiber line and I need to call to a different number. I kindly asked to transfer me to the Fiber
support where after she stated she cannot (in fact I as always calling to the same number)
and if agent could not deal with my issue he did a transfer. Made a 3rd call next minute.
Next agent transferred me to the correct department. So they managed to find whare the issue
is - there was no Fiber account created there was no order on the system placed. LOL.

Ok. I need to mention this - I do work in a customer support myself. We have been trained very well
on issue resolution, follow-up, establishing connection rapport, empathy.. I know how it is when something
goes wrong and it is out of Agent hands to deal with issues in past. So knowing the role inside and out
(just working with a different product and system) i always try to be polite as f*** and keep it
in professional manner. I'd say my patience is like a Wall of China.. I can say surely - only people you
can deal in Eircom are working in Loyalty and Sales department. Customer service has nothing to deal
with sympathy, empathy, rapport, connection.

.. so back to the story.. Ordered a new Fiber account. Got the deal for 5 eur cheaper on broadband for a
1st 12 months. Completed the order and was happy enough to wait for the installation at my address.
installation arranged week after. 3 days before installation text message came about the arrangement.
As message stated and our plans changed w called to re-arrange installation to afternoon (it was set to morning)
On the day no one came. Call to Eircom. After 1,5hrs on the phone with 80% of that time being on HOLD or
MUTE (between - I hate that plain silence. You keep checking your phone every 2 minutes if the call is still active.
Ended up with asking on every call to actually put me on HOLD - now I hate Mozart too) and few transfers
from department-to department, eircom provided KN installation services number. Called to KN. They says no
Open Order has ever been on their system to install the services by our address (one more LOL).
Called back to Eircom. After another hour of Mozart - "Sorry, there was an issue on our system". We will arrange
next appointment after your case will be de-escalated.

At this stage I started to explain them my wife has a photo business and web design orders on HOLD because of..
In photo business large amounts goes to upload on daily basis. We using our Meteor mobile to share the crappy 3G or H+
network and going over the limits what means mobile bill instead of 30eur do cost us 70-80. ok they managed to
credit my account for 45eur on that day.

No appointment was arranged within a next 2 weeks and we left on Holidays. No one did bother to call us another 2 weeks
to arrange the appointment. Day before our arrival message came through (after 4 weeks since last call) - your appointment
is next day afternoon. LOL. Technician called us when we landed. Also it is worth to mention Eircom tried to rip my account
for the cancelled landline services (even the call was made about this charge to confirm the direct debit and charge is cancelled
and Eircom will not charge the account). What can I say? - "Nice SERVICE!"


So because we did not made it - the Fiber account was cancelled. called next day in. Could not create a new account as the agent could not set the same bundle offer with 5 eur discount on 1st 12 months. Agent could not create new Fiber account and escalated
this to Supervisors and managers. Also there was another 20 eur credited to my account because of the Direct debit issue (my bank
charged 10eur in unpaid DD). This issue and escalations and setup on a new Fiber order took for me another whole week.
CallBacks were arranged from Managers and Supervisors. I kept calling in every other day myself (out of 6 CallBacks arranged none
of them came through). During the week spent another few hours on the phone, listening Mozart, experiencing agents hanging up
on supervisor call requests (worth to mention - I've never been rude to anyone, just wanted to sort it out)..
..Ok - next order completed. New Fiber account, deal for a broadband - 1st 6months 10eur cheaper, next 6months 5eur cheaper,
and e-vision services free for a yer. Also sorted issues with billing department - they apologized
for leaving on Direct Debit and charge of 370eur (as they said - system issues). They said the DD will be canceled only now on the account along with the landline cancellation fee of 370eur. Installation of the services arranged to 16th of July. Today.

Yesterday. Early morning. loaded my bank account - account where the money for the bills sits there awaiting of direct debit charges. guess what? Eircom trying to charge me again for 370eur. Nice try. Unfortunately my wifes car insurance should go out the same day. So I ended up with Unpaid DD fee 10 eur for Eircom and 10eur for insurance. Also bad account history. Called them.. again..
managed to cancell the Direct Debit and charge (but I don't believe them anymore). They credited 20eur again on my account.

Today. 12.30-16.30. Installation of eircom services. No one came up to my door. Called Eircom. They said hi is on his way. Called KN
- they said no Open order on system to install the services on my address (deja-vu???). Spend another 2 hours on the phone. They credited my account for a 100eur today.

So i'm still with no services, God knows when I will have them, with around 180Eur credit on my account and tonns of apologies.

on my question to Service Professional today - "Tell me please, what kind of customer service is this?".. he could only reply, "..Sir, I do see where you are coming from.."..

yes. I see no end and it keep cost us money. But I won't give up. I know I will try to put together a major complaint with all the names (as I have about 15 of them working on 3 different accounts under my name, helping and hanging on me), but I don't know if the effort will be wort it...

I can only say - Eircom has a worst internal customers, worst ever internal customer providers and dreadful external customer service.

CONCLUSION: Stay away from eircom if you can or keep calling them every day