Eircom customer service

eagle eye

Hi, I signed up for Eircom broadband and home phone last week. They told me they'd ring me back in an hour and let me know when I could expect somebody to call out and set up my broadband. They never did.

I contacted them the next day and they told me that somebody would be calling out today(March 4th) sometime between 9am and 1pm. They said they could not be more specific on the time.

I got a text message from them the next day which said somebody would call out on April 4th.

I rang them to confirm the date and they told me March 4th so I took the day off work to be here when they called.

Nobody turned up between 9am and 1pm today. I contacted them at 12 noon when I hadn't gotten a phone and the agent tells me that the date is March 13th and not March 4th. To be fair this guy seemed like he knew his job and was doing what he could. He told me to call back after 1pm if nobody had arrived but that as far as he could see the actual date was March 13th.

Nobody arrived before 1pm and I called back and looked to speak to this agent again but the new agent just wanted my details to have a look first. He told me that they would in fact be coming out to me today and its very possible that they got held up with difficulties on another job. He told me to call back at 3pm if nobody has turned up.

I tried to call back at 3pm and was on hold for 12 minutes when I was cut off. Two more phones got cut off before I finally got through to somebody at 3.35pm. He tells me that there is definitely nobody calling to me today and that the actual date is March 13th. I decided to make a complaint and he tells me that the complaint is unlikely to be dealt with before the installation takes place but that he will forward it on anyways.

How on earth is this company doing any business?

Anyways I call them back again because I have not received anything from them by post and I don't have my account number yet. At this stage I have decided I am going to cancel my order and move to another company. The agent tells me she cannot give me my account number over the phone due to data protection laws. I asked here could she text it to me or email it to me and she says she doesn't work in that department but that she can post it.

So this is where I stand right now. I cannot go to another company without my account number. If I cancel the service right now they are shutting off the phone line to make it more awkward for another company.

Can anybody advise me as to what the best course of action to take is?

Gmol

Eircom is an outstandingly badly run company.

eagle eye

No replies so I decided to cancel my eircom order and went with utv connect instead. We don't have up in our area so couldn't go with them obviously.

When I rang back to cancel my order I was placed on hold to be transferred to their cancellations department and the call was not answered for 42 minutes.

I think eircom has the worst customer service of any company I have ever dealt with.

Sean.D

Going though a similar process at the moment. Eircom's customer service has got to be the worst I've ever encountered.

Ordered on the 17th February and told fibre not currently available; just normal 25MB broadband. Fine, I'll get that and upgrade when available. Was informed that modem would arrive in the post in next couple of days and I would be active by 24th.

24th arrives and no modem/broadband. Call up again and am informed that the order never went thru, but I would have modem and be up and running on the 27th.

Of course no modem arrives on 27th and when I call up, 1 agent tells me it will be the 5th March, and another tells me 6th March. I speak to the complaints department, and they tell me that they will send me out a dongle until I have the broadband, and will tell me they will credit my account 60 euro if I'm a bit more patient (a subsequent agent offered 40 euro credit) suggesting that their CRM system must be completely rubbish.

Monday, 3rd March and no dongle, so call again and am told that the dongles are out of stock! Again I ask to speak to a manager/supervisor and get put thru to someone who tells me delays are for this that and the other... Looks like your broadband order was cancelled, and a new one placed for fibre which is now available and an engineer will be out on the 6th March at 12:30 to install. I ask him to confirm that there definitely will be a someone at that time and am assured that there will.

Take time off work on the 6th to be there and no one arrives; when I call again I'm eventually told that yes there is someone scheduled to come out, but it could be anytime in the PM.... she'll chase it up and call me when she has an update (she never does) so hang around all day, and noone turns up...

Ring them furious in the evening and noone can explain... eventually (after being on the phone for ~2 hours, and being cut off twice), the agent takes my number and assumes me she will get to the bottom of it and ring me back later in the night. I ask her at least twice to ensure she calls me back even if she has no news, and again she assures me she definitely will. Surprise, surprise... no callback!

So ring first thing this morning, and ask to speak to a supervisor/manager and am told that they can't do that along will a pile more BS. Can't explain why the engineer never turned up and they'll get onto the orders department and have them reschedule, but they can't tell me when they will ring me! I've been more that patient up to this point, but have had enough - informing them that unless I hear from them by this evening and have an appointment on Monday, that I will be cancelling.

I can say with 99% confidence that I won't get a callback today and will be cancelling and going to another provider. It's annoying that I'll probably have to wait another few weeks but hopefully will have a better customer experience.

The eircom agents have NEVER delivered on any of the multitude of promises that they have given me. If this is how they treat new customers, I hate to think what they'll be like if there was ever a problem.

Is Magnet's broadband service good? I assume that if fibre is available to eircom, that it will be available to other providers as well?

ladiesman217

Hi guys. After reading all of your complaints, I can empathise with you.
I have had the same experience with eircom, and I must say it is the WORST customer service I have every experienced. I ordered stand alone broadband on January 22nd and was told that the modem would be out to me in 3-5 working day's. I rang back on the February 7th, I was told the order was never placed, so again I placed the order, and lo-and-behold the modem arrived the following week, but I still had no broadband. I won't go into to much detail, because most of what I have experienced others have highlighted (phone going dead, non communication between each department).

I was told that the broadband would be turned on today, but after ringing eircom, I was told it will now be Tuesday. How can a company still be in business with SHOCKINGLY BAD customer service. I wonder has anybody started a Facebook page to log all these experiences with customer service. It's only because they are the only ones with the fibre optic broadband that I am prepaid to put up with this, I need internet to run my business, i pray for the day that some other company with good customer service comes in and wipes them out.

tv221

In the same boat. Signed in January for efibre and given an appointment with engineer for late February. At the time I thought this must mean they'll at least honor that date. I only decided to go with Eircom as it was a new install in new housing development.

When speaking with the sales agent about possible speeds she was somewhat surprised when she had to tell me I would have a line with up to 15mb maximum which she assured me couldn't be right as other houses adjacent were showing variances. We both agreed that 15mb couldn't be considered efibre.

Having used their online house checker on all 25 houses in the scheme it's easy to see which houses have an actual line installed currently as they all come back under 20mb. And those without range from 25 - 70 mb i have all this information stored for when I have to go to Comreg as I'm stuck with them now as i stupidly signed up for phone services for which I'm about to receive a second bill.

I've used the tools available on the various threads to look at locations of cabinets etc and it becomes obvious that in fairness they've upgrade all existing cabinets in the town, but haven't installed any new cabs in the area were most future development will take place. Although I have a cabinet about 400 meters as the crow flies and another two at close to 1500 meters away. I unfortunately assumed they would have something acceptable as all the lines are new etc

Anyway they have until next week to complete and meet a minimum of at least 20mb or they can stick their 18 month contract. But unfortunately as they let 100 engineers go before Christmas not to mention the hurricane, I know how this will end.

Are their sales staff actual eircom staff or contract call center commission staff?

Manc Red

It's astonishing how little their sales people know. You would think they bother trying to find out what it is they are selling. It's a bad sign when your average caller knows more about broadband than the person on the other end. It broadband, not CS. Jeez...

I would like to speak to someone who knows more than I do about broadband for just once.

IronWave

I had a similar issue a little under a year ago when I ordered with Eircom. After I placed my order over the phone I was told by the sales rep that someone would call me early the following week to arrange the reconnection of my phone line. However when I called the Eircom customer support line asking why no-one had tried to contact me for a week, the Eircom reps told me they had no record of me or any order I had with them! I was not pleased to say the least and asked that they email me to confirm I had no order, they refused.

A little over a week later, I was going to go with another ISP and so was pritty p***** when I got a call from a from a Eircom tech to say he had just connected the phone line to my house. He could not answer my questions, so I called the help line again asking what was going on. I was told that on the day I last called Eircom, their systems where down and that was why they could not find my order.

To cut a long story short I was going to cancel the order, but did not as I was promised money off my bill off I stayed, and against my better judgement I did. To be fair they did give me the money off, but that was only after 4 months of having to call asking what happened to this 'gesture' and being told it will come off my next bill, and half a dozen calls and around 4 bills later they finally manged it.

One last thing, sales agent told me my line was suitable for 8 Meg, it can only do less than 4!!

Make sure you note all your calls to them. All calls should in 'theory' should have notes logged, ask for the calls id or referace number.
Take note of who you talked to and when beacuse they do not seem to know what they are doing or they are unable to follow up. Do not trust Eircom to follow up on any promises, at least not without a fight.

They are truly awful lads. I've been with them a few years and have many stories: rang up sales one time and asked if I could purchase a wireless N modem...complete silence. The sales person had no idea what that was. Got passed around a few times and eventually even I was doubting myself. Another time I rang up looking for ADSL filters. Was told they would cost me €25. I was surprised as I never had to pay for them previously. Hung up and dialled again and the next guy said he'd send them out for nothing!!!

Currently I'm at a new nadir with them. On March 28th some thugs crashed a car into the cabinet providing eFibre to me. I waited ten days and it came back last Tuesday. Then it went again this morning. Got my coat on and walked around the neighbourhood until I found the cabinet:



It looks like absolutely nothing has been done in the near three weeks since the accident happened!! And it's worse than that lads....UPC is in my area!! How big a gimp am I?

Manc Red

Are my eyes deceiving me?

Why is there a horse along the side of a road and in the middle of a housing estate? Is it roaming free?

roast

Deleted User wrote: »

Currently I'm at a new nadir with them. On March 28th some thugs crashed a car into the cabinet providing eFibre to me. I waited ten days and it came back last Tuesday. Then it went again this morning. Got my coat on and walked around the neighbourhood until I found the cabinet:

I won't name the road, but that's in Limerick, right?

Manc Red

Manc Red wrote: »

Are my eyes deceiving me?

Why is there a horse along the side of a road and in the middle of a housing estate? Is it roaming free?

roast wrote: »

I won't name the road, but that's in Limerick, right?

Yes sir you are correct! Apparently the cabinet was crashed into by some lads in a stolen car which pretty much says it all about the area I'm living near.

roast

Deleted User wrote: »

Yes sir you are correct! Apparently the cabinet was crashed into by some lads in a stolen car which pretty much says it all about the area I'm living near.

Ah yeah, just as I thought! :rolleyes: