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Still waiting for installation??

  • 05-03-2014 10:45pm
    #1
    cathalomurchu
    Closed Accounts Posts: 171 ✭✭


    My line was installed for eFibre in my house on the 15th of February and I was told the router and phone would be up and running by Feb 28th. Called today asking where it was and nobody could even supply a general time frame. I ordered before Christmas too and after a month of waiting the order somehow was never put through. 

    It would be much appreciated if someone could give me a date on when it will be installed. 
    Thanks.


Comments

  • #2
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    cathalomurchu wrote: »
    My line was installed for eFibre in my house on the 15th of February and I was told the router and phone would be up and running by Feb 28th. Called today asking where it was and nobody could even supply a general time frame. I ordered before Christmas too and after a month of waiting the order somehow was never put through. 

    It would be much appreciated if someone could give me a date on when it will be installed. 
    Thanks.
    Hi cathalomurchu

    If you would like to PM me your account or order number I will look in to this for you.

    Thanks

    Al


  • #3
    cathalomurchu
    Closed Accounts Posts: 171 ✭✭cathalomurchu


    Will do. Thanks.


  • #4
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    cathalomurchu wrote: »
    Will do. Thanks.

    Hi cathalomurchu

    I've looked in to this and I can see that there are delays however I cannot see what is causing the delays. I have requested more information from efibre operations and I have also requested them to treat this with urgency. I apologise for the inconvenience this is causing however as soon as I have an update I will let you know.

    Thanks

    Al


  • #5
    cathalomurchu
    Closed Accounts Posts: 171 ✭✭cathalomurchu


    eircom: Alan wrote: »
    cathalomurchu wrote: »
    Will do. Thanks.

    Hi cathalomurchu

    I've looked in to this and I can see that there are delays however I cannot see what is causing the delays. I have requested more information from efibre operations and I have also requested them to treat this with urgency. I apologise for the inconvenience this is causing however as soon as I have an update I will let you know.

    Thanks

    Al
    I was on the phone for 40 minutes today talking to 4 different sections of customer support. Nobody could explain why I have been waiting for so long for installation and there's no record of any urgency messages. I was being tossed around and when I was transferred to another section I had to explain to the poor soul on the other end the whole rigmarole I was going through. 40 minutes later on my mobile I was nowhere closer to even an explanation. I asked could he call me back but was told that they can't do call backs only to be told 5 minutes later that I would get a call back in the afternoon tomorrow.... from the same guy. I highly doubt it seeing as there's multiple other customers on here saying they've never gotten a call back either.
    Im really at my bloody wits ends lads. How f'in hard is it to send an engineer to my house. I'm 2 and a half weeks without internet (Currently using the tether feature on my phone) eating through credit. Those discounted first six months won't save me a dime, I'm using that money to complain about it. 
    I really hate to complain and give people a hard time but for gods sake, it is your bloody job to help the customer, not shun them away and aggravate them. 


  • #6
    Rubberchikken
    Registered Users, Registered Users 2 Posts: 5,093 ✭✭✭Rubberchikken


    hopefully you'll get some response.

    they couldn't get my address right after i switched to efibre.
    emails to alan appear to have accomplished nothing.
    when it's sorted  i will be looking for a big discount before i start paying outstanding bills.


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  • #7
    cathalomurchu
    Closed Accounts Posts: 171 ✭✭cathalomurchu


    Rubberchikken wrote: »
    hopefully you'll get some response.

    they couldn't get my address right after i switched to efibre.
    emails to alan appear to have accomplished nothing.
    when it's sorted  i will be looking for a big discount before i start paying outstanding bills.
    A far as I'm aware it says in their terms of service that if it isn't installed within 10 working days they credit your for your first 2 months. I've received my welcome letter, line has been installed but they just can't comprehend the most important part of it. THE ACTUAL FIBRE!!! I was talking to 4 people and they said there was a problem with my order and they couldn't input an installation date for an engineer to come round... Then they just said, talk to these people they'll fix it, this was a cyclic process for 40 minutes and one lad said there was no problem and just put me through to come other place. So I really have no clue what the hell is happening. All I want to do it give you my money EIRCOM! I purposely chose you because when I was with you years ago you had great customer service and there was never a mishap. I am very tempted to just cancel my order for the Second time (The first time the order was never even put through) and go with Vodafone. They're a useless shower of fools. They can't execute the most basic of tasks and are of no help. 
    Eircom, I'm disappointed.


  • #8
    eircom: Alan
    Closed Accounts Posts: 6,831 ✭✭✭eircom: Alan


    cathalomurchu wrote: »
    Rubberchikken wrote: »
    hopefully you'll get some response.

    they couldn't get my address right after i switched to efibre.
    emails to alan appear to have accomplished nothing.
    when it's sorted  i will be looking for a big discount before i start paying outstanding bills.
    A far as I'm aware it says in their terms of service that if it isn't installed within 10 working days they credit your for your first 2 months. I've received my welcome letter, line has been installed but they just can't comprehend the most important part of it. THE ACTUAL FIBRE!!! I was talking to 4 people and they said there was a problem with my order and they couldn't input an installation date for an engineer to come round... Then they just said, talk to these people they'll fix it, this was a cyclic process for 40 minutes and one lad said there was no problem and just put me through to come other place. So I really have no clue what the hell is happening. All I want to do it give you my money EIRCOM! I purposely chose you because when I was with you years ago you had great customer service and there was never a mishap. I am very tempted to just cancel my order for the Second time (The first time the order was never even put through) and go with Vodafone. They're a useless shower of fools. They can't execute the most basic of tasks and are of no help. 
    Eircom, I'm disappointed.

    HI cathalomurchu

    I can understand your disappointment and I have raised this to the efibre team again as a consequence. As soon as I have further information on this I will let you know right away.

    Thanks
    Al


  • #9
    cathalomurchu
    Closed Accounts Posts: 171 ✭✭cathalomurchu


    Cheers Alan for getting back to me. Im delighted with the copious amount information you have provided me with.

    I ordered eFibre in December! Not one <snip> from that "customer service" call centre has given me any information. What they have given me is <snip> "Oh I'm very sorry to hear that, we will ESCALATE this and I will get back to you with further information" I have called every day and not one <snip> that works in that sad excuse for a call centre has bothered their backside to do their <snip> job. I don't want a response from anyone working there because you can't do <snip> all. If you want internet, don't go with Eircom, <snip>

    <snip>
    -Cathal.

    Mod note: this is a Talk to forum, a business environment. Personal abuse is not tolerated. User has been warned for personal abuse on thread (now snipped).


  • #10
    emeo
    Registered Users, Registered Users 2 Posts: 67 ✭✭emeo


    Placed an order for fibre broadband on 25/01/14, told it would be installed within 10 days, line installed 07/03/14,STILL NO INSTALLATION DATE FOR BROADBAND WHICH IS WHAT I ORDERED, everytime I call CS almost daily at this point told there is nothing they can do,ABSOLUTE JOKE


  • #11
    emeo
    Registered Users, Registered Users 2 Posts: 67 ✭✭emeo


    cathalomurchu wrote: »
    Rubberchikken wrote: »
    hopefully you'll get some response.

    they couldn't get my address right after i switched to efibre.
    emails to alan appear to have accomplished nothing.
    when it's sorted  i will be looking for a big discount before i start paying outstanding bills.
    A far as I'm aware it says in their terms of service that if it isn't installed within 10 working days they credit your for your first 2 months. I've received my welcome letter, line has been installed but they just can't comprehend the most important part of it. THE ACTUAL FIBRE!!! I was talking to 4 people and they said there was a problem with my order and they couldn't input an installation date for an engineer to come round... Then they just said, talk to these people they'll fix it, this was a cyclic process for 40 minutes and one lad said there was no problem and just put me through to come other place. So I really have no clue what the hell is happening. All I want to do it give you my money EIRCOM! I purposely chose you because when I was with you years ago you had great customer service and there was never a mishap. I am very tempted to just cancel my order for the Second time (The first time the order was never even put through) and go with Vodafone. They're a useless shower of fools. They can't execute the most basic of tasks and are of no help. 
    Eircom, I'm disappointed.
    At least I'm not the only one with this issue, absolute idiots everytime I call, all I get is "'I'm sorry, theres nothing I can do, If I pass you to a manager theres nothing they can do either" 


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  • #12
    norrie rugger
    Closed Accounts Posts: 5,656 ✭✭✭norrie rugger


    I cancelled an order, through Vodafone, as the Eircom engineer did not turn up on TWO separate occasions. Also were unable to supply Vodafone with an install date.

    So I am not surprised with any of the above


  • #13
    cathalomurchu
    Closed Accounts Posts: 171 ✭✭cathalomurchu


    Tried to cancel my eFibre order and it took me almost an hour on the phone. Extremely unhelpful twat on the other end, not even sure if the cancellation has been put through. On top of that, it will take 10 days to process. WTF guys, are you using carrier pigeons or something?


  • #14
    eko
    Registered Users, Registered Users 2 Posts: 262 ✭✭eko


    Had the exact same treatment.  They even sent me a bill for my first months usage, even after *cancellation*.  Needless to say I was not impressed.  Avoid.


  • #15
    cathalomurchu
    Closed Accounts Posts: 171 ✭✭cathalomurchu


    Censorship at its finest on Boards.ie. These guys can take the piss all they want with their lies but I'm not allowed to complain.


  • #16
    eircom: Tony
    Closed Accounts Posts: 2,226 ✭✭✭eircom: Tony


    Hi Guys,

    Sincere apologies for the inconvenience caused here. We are aware that this can be a lengthy process and we are trying to speed this up in order to improve the over all customer experience and ensure that any issues surrounding time frames and cancellation of orders are ironed out. If you're order has been delayed or if you are currently trying to cancel a pending order just PM your details and we'll be more than happy to look into this for you.

    Thanks,

    Tony


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