eFibre Installation Date

alchemical9

Hi guys,

I ordered eFibre on September 9th as a new connection however I've yet to receive an installation date from Eircom under order number 392594. 

I've spoken numerous times to several CSR agents in both eFibre and 1901 Customer Care - each agent advising different reasons for the delayed install varying from issues with the online order system to a backlog of installations. The issue was seemingly escalated to the eFibre installation escalations team on Sept 13th under case reference number 1133826, yet the delay continued.

One CSR agent informed me there are multiple issues with online orders generating an installation date and advised the order would need to be escalated to an eFibre manager. This was two weeks ago, I've called several times in the interim and another agent escalated it since then.

Understandably I am growing quite frustrated with the delayed installation. Can anyone please shed some light on the situation?

Thanks,

John

eircom: Tracey

alchemical9 wrote: »

Hi guys,

I ordered eFibre on September 9th as a new connection however I've yet to receive an installation date from Eircom under order number 392594. 

I've spoken numerous times to several CSR agents in both eFibre and 1901 Customer Care - each agent advising different reasons for the delayed install varying from issues with the online order system to a backlog of installations. The issue was seemingly escalated to the eFibre installation escalations team on Sept 13th under case reference number 1133826, yet the delay continued.

One CSR agent informed me there are multiple issues with online orders generating an installation date and advised the order would need to be escalated to an eFibre manager. This was two weeks ago, I've called several times in the interim and another agent escalated it since then.

Understandably I am growing quite frustrated with the delayed installation. Can anyone please shed some light on the situation?

Thanks,

John

Hi John,



I’m sorry to hear of the issues you are having with your Fibre order. I have checked this in the system for you and it has been sent to the back office to be assigned with an appointment since 27/09. The lead time on a resolution on this is up to 10 days so an agent from the back will be in contact with you.


 


Sorry for all inconvenience caused.


 


Thanks


 


Tracey

alchemical9

eircom: Tracey wrote: »

alchemical9 wrote: »

Hi guys,

I ordered eFibre on September 9th as a new connection however I've yet to receive an installation date from Eircom under order number 392594. 

I've spoken numerous times to several CSR agents in both eFibre and 1901 Customer Care - each agent advising different reasons for the delayed install varying from issues with the online order system to a backlog of installations. The issue was seemingly escalated to the eFibre installation escalations team on Sept 13th under case reference number 1133826, yet the delay continued.

One CSR agent informed me there are multiple issues with online orders generating an installation date and advised the order would need to be escalated to an eFibre manager. This was two weeks ago, I've called several times in the interim and another agent escalated it since then.

Understandably I am growing quite frustrated with the delayed installation. Can anyone please shed some light on the situation?

Thanks,

John

Hi John,



I’m sorry to hear of the issues you are having with your Fibre order. I have checked this in the system for you and it has been sent to the back office to be assigned with an appointment since 27/09. The lead time on a resolution on this is up to 10 days so an agent from the back will be in contact with you.


 


Sorry for all inconvenience caused.


 


Thanks


 


Tracey

Hi Tracey,

Thank you for providing this information. Can I confirm I should therefore receive an update on Monday/Tuesday of next week regarding this?

Thanks,

John

eircom: Tracey

alchemical9 wrote: »

eircom: Tracey wrote: »

alchemical9 wrote: »

Hi guys,

I ordered eFibre on September 9th as a new connection however I've yet to receive an installation date from Eircom under order number 392594. 

I've spoken numerous times to several CSR agents in both eFibre and 1901 Customer Care - each agent advising different reasons for the delayed install varying from issues with the online order system to a backlog of installations. The issue was seemingly escalated to the eFibre installation escalations team on Sept 13th under case reference number 1133826, yet the delay continued.

One CSR agent informed me there are multiple issues with online orders generating an installation date and advised the order would need to be escalated to an eFibre manager. This was two weeks ago, I've called several times in the interim and another agent escalated it since then.

Understandably I am growing quite frustrated with the delayed installation. Can anyone please shed some light on the situation?

Thanks,

John

Hi John,



I’m sorry to hear of the issues you are having with your Fibre order. I have checked this in the system for you and it has been sent to the back office to be assigned with an appointment since 27/09. The lead time on a resolution on this is up to 10 days so an agent from the back will be in contact with you.


 


Sorry for all inconvenience caused.


 


Thanks


 


Tracey

Hi Tracey,

Thank you for providing this information. Can I confirm I should therefore receive an update on Monday/Tuesday of next week regarding this?

Thanks,

John

Hi John,

No problem at all.

Yes you should receive a call back next week in relation to this, I wouldn't be able to guarantee which date however. If you wish to query up on it, you can call the Fibre team on 1800 661 622.

Thanks

Tracey