eFibre order cancelling.. or is it?

eko

I naively signed up for eFibre with a sales rep that called into the house last week.  During the sign up process, he said that it was definitely a 70Mb (or up to) connection I will get, and that the installation can occur on a weekend.

Next day, I receive a call from the sales team saying that the installation would be on Tuesday next, and that the maximum connection speed was 40Mb.  I explained that I was promised a weekend install and 70Mb, but she mentioned that this should not have been promised as no weekend installs take place and that line speeds can vary.  Fair enough I thought, so I asked for a call later in the week to arrange a later afternoon install, perhaps for the following week, so that I can schedule some time off work to accommodate.  This was agreed, so I was happy to proceed.

I then get an e-mail to "confirm" my install date of Wednesday morning!  I call the sales team again and asked about this, and mentioned the previous call.  I was told there were no notes on my account about that.  I asked if I could reschedule again.  No problem, she said - how about 3 days later in the morning?  Apparently, the system will not allow for a future install date beyond 3 working days, so I asked to cancel the order.  I was put through to customer care, who said they would cancel the order.

Today, in the post, I receive a letter confirming a direct debit mandate for recurring payment!  Even though I had cancelled my order within the allotted 7 days, I seem to be being set up for payment.  I called 1901 and quoted my order number, and the girl said there was no record she can see on my account that it was cancelled!

Help!  Is anyone else having such trouble with what to me seems to be a simple process of cancelling an order with eircom?  I had fully thought of ordering again when I can get time off work to supervise an install, but am having serious second thoughts now.

DublinBeaker

Hi eko
I had the exact same issues with cancelling eircom fibre. Signed up and decided not to bother at the moment or look at alternative provider.
A few phone calls, with what should be a simple process, and it was eventually cancelled.
This was back in December. Had a call though about 2 weeks ago from the installation team to confirm the installation appointment the following day. Funny.
Not heard anything since, but presume I will.

eircom: Alan

eko wrote: »

I naively signed up for eFibre with a sales rep that called into the house last week. During the sign up process, he said that it was definitely a 70Mb (or up to) connection I will get, and that the installation can occur on a weekend.

Next day, I receive a call from the sales team saying that the installation would be on Tuesday next, and that the maximum connection speed was 40Mb. I explained that I was promised a weekend install and 70Mb, but she mentioned that this should not have been promised as no weekend installs take place and that line speeds can vary. Fair enough I thought, so I asked for a call later in the week to arrange a later afternoon install, perhaps for the following week, so that I can schedule some time off work to accommodate. This was agreed, so I was happy to proceed.

I then get an e-mail to "confirm" my install date of Wednesday morning! I call the sales team again and asked about this, and mentioned the previous call. I was told there were no notes on my account about that. I asked if I could reschedule again. No problem, she said - how about 3 days later in the morning? Apparently, the system will not allow for a future install date beyond 3 working days, so I asked to cancel the order. I was put through to customer care, who said they would cancel the order.

Today, in the post, I receive a letter confirming a direct debit mandate for recurring payment! Even though I had cancelled my order within the allotted 7 days, I seem to be being set up for payment. I called 1901 and quoted my order number, and the girl said there was no record she can see on my account that it was cancelled!

Help! Is anyone else having such trouble with what to me seems to be a simple process of cancelling an order with eircom? I had fully thought of ordering again when I can get time off work to supervise an install, but am having serious second thoughts now.

Hi eko

I'm genuinely very sorry to hear this, understandably this can be very disappointing and even frustrating.

If you would like to PM me your account details I will look in to this further and make sure it is cancelled for you.

Thanks

Al

eko

eircom: Alan wrote: »

eko wrote: »

I naively signed up for eFibre with a sales rep that called into the house last week.  During the sign up process, he said that it was definitely a 70Mb (or up to) connection I will get, and that the installation can occur on a weekend.

Next day, I receive a call from the sales team saying that the installation would be on Tuesday next, and that the maximum connection speed was 40Mb.  I explained that I was promised a weekend install and 70Mb, but she mentioned that this should not have been promised as no weekend installs take place and that line speeds can vary.  Fair enough I thought, so I asked for a call later in the week to arrange a later afternoon install, perhaps for the following week, so that I can schedule some time off work to accommodate.  This was agreed, so I was happy to proceed.

I then get an e-mail to "confirm" my install date of Wednesday morning!  I call the sales team again and asked about this, and mentioned the previous call.  I was told there were no notes on my account about that.  I asked if I could reschedule again.  No problem, she said - how about 3 days later in the morning?  Apparently, the system will not allow for a future install date beyond 3 working days, so I asked to cancel the order.  I was put through to customer care, who said they would cancel the order.

Today, in the post, I receive a letter confirming a direct debit mandate for recurring payment!  Even though I had cancelled my order within the allotted 7 days, I seem to be being set up for payment.  I called 1901 and quoted my order number, and the girl said there was no record she can see on my account that it was cancelled!

Help!  Is anyone else having such trouble with what to me seems to be a simple process of cancelling an order with eircom?  I had fully thought of ordering again when I can get time off work to supervise an install, but am having serious second thoughts now.

Hi eko

I'm genuinely very sorry to hear this, understandably this can be very disappointing and even frustrating.

If you would like to PM me your account details I will look in to this further and make sure it is cancelled for you.

Thanks

Al

Thanks Al, will send PM soon.  I had previously sent a note to eircom: Reps but will send to eircom: Alan now, cheers!

eircom: Alan

eko wrote: »

eircom: Alan wrote: »

eko wrote: »

I naively signed up for eFibre with a sales rep that called into the house last week.  During the sign up process, he said that it was definitely a 70Mb (or up to) connection I will get, and that the installation can occur on a weekend.

Next day, I receive a call from the sales team saying that the installation would be on Tuesday next, and that the maximum connection speed was 40Mb.  I explained that I was promised a weekend install and 70Mb, but she mentioned that this should not have been promised as no weekend installs take place and that line speeds can vary.  Fair enough I thought, so I asked for a call later in the week to arrange a later afternoon install, perhaps for the following week, so that I can schedule some time off work to accommodate.  This was agreed, so I was happy to proceed.

I then get an e-mail to "confirm" my install date of Wednesday morning!  I call the sales team again and asked about this, and mentioned the previous call.  I was told there were no notes on my account about that.  I asked if I could reschedule again.  No problem, she said - how about 3 days later in the morning?  Apparently, the system will not allow for a future install date beyond 3 working days, so I asked to cancel the order.  I was put through to customer care, who said they would cancel the order.

Today, in the post, I receive a letter confirming a direct debit mandate for recurring payment!  Even though I had cancelled my order within the allotted 7 days, I seem to be being set up for payment.  I called 1901 and quoted my order number, and the girl said there was no record she can see on my account that it was cancelled!

Help!  Is anyone else having such trouble with what to me seems to be a simple process of cancelling an order with eircom?  I had fully thought of ordering again when I can get time off work to supervise an install, but am having serious second thoughts now.

Hi eko

I'm genuinely very sorry to hear this, understandably this can be very disappointing and even frustrating.

If you would like to PM me your account details I will look in to this further and make sure it is cancelled for you.

Thanks

Al

Thanks Al, will send PM soon.  I had previously sent a note to eircom: Reps but will send to eircom: Alan now, cheers!

Thanks eko

I'll get back to you as soon as I have more information/confirmation on this.

Thanks

Al

eko

I received on Friday another letter from eircom, this time welcoming me to the network and giving me my new account number!  After having cancelled my order days previous.

Reps, hope you can help me with this.  Do I need to call the bank to ask them to ensure that no payments are taken?  I'd be pretty disappointed if money was taken despite a cancellation being made, regardless of all the welcome letters!

eircom: Alan

eko wrote: »

I received on Friday another letter from eircom, this time welcoming me to the network and giving me my new account number!  After having cancelled my order days previous.

Reps, hope you can help me with this.  Do I need to call the bank to ask them to ensure that no payments are taken?  I'd be pretty disappointed if money was taken despite a cancellation being made, regardless of all the welcome letters!

Hi eko

That's quite odd had confirmation today that this has been cancelled, I will investigate this further and get back to you tomorrow.

Thanks

Al

eko

Thanks Al, please let me know.

eircom: Alan

eko wrote: »

Thanks Al, please let me know.

No worries eko

I will definitely be in touch with you tomorrow

Al

eko

I actually received a bill today.  They were asking for money.  I never got an install date, never had an install, never had a line installed, but now I seem to have an account number and a phone number!  And now I owe them money!

Pinged the reps here on PM, but no reply yet, so called 1901, entered the phone number that I allegedly now possess and it didn't recognise it (the irony).  Got through to billing, told me I had to phone eFibre directly, couldn't be transferred there.  I actually thought they were the one company..

Phoned the number provided, got through to someone in customer support, who confirmed that I had cancelled ages ago, and he credited the account.  He confirmed it was terminated also.  Let's hope this is the end of it.

Sorry eircom, was hoping to sign up for eFibre in good faith, but not too sure how this mess occurred!