Broardband madness

ladiesman217

I received the modem in the post about three working days later. After a number of days when the broadband would not connect, I rang back, on Friday the 14th February  and was told that a Technician would be looking at the line. After about four woking days no notification of any Technician looking at the line, and still no broadband.

This delay went on until  March, when  I was told the line would be active on Friday the 14th of March, Friday came and no broadband. I was then told that it would be the 18th of March, that day came and went with no broadband. When I rang on the 18th, they said they would be sending an email off to the technicians for some clarification, a process that had been done numerous times. 

I called again on Wednesday the 19th and was told it would be switched on between now, being the 19th and next Tuesday. On Friday the 21st of March I contacted customer service; where for the first time I was told that the system shows that I have placed an order for e-fibre, my replay to the agent was that this was complete madness, why would I place an order for a service that is not due in my area until June. I stated that my order was for stand alone broadband, not e-fibre, he was also unaware that I had received a modem. 


 I then asked to speak to a supervisor, when I was passed over to a supervisor, I questioned him about this issue of the e-fibre, he then said he did not see an e-fibre order on the system. I then said well what was the other guy that passed you on to me referring to, “are you looking at the same screen”, he said yes but did not see anything regarding e-fibre. He then said that he would question the agent who stated that I had placed an e-fibre order, and see where he got the information from. I also asked why I was  told that the broadband would be switched on, on the 14th and 18th, he had no answer, and was unaware where that information came from, so basically a complete fabrication.

He said he would ring me back,and to my surprise, NOT!, there was no call back

I have lost count of the amount of hours I have spend ringing, waiting on the phone and it going dead and getting passed from this section to that section. I can safely say it is the worst form of customer service I have EVER experienced, only for they are the only providers in my area, i would have gone with another ISP. And the funny thing was they were well able to talk the money from my bank account €48.69,for a service that i am yet to use. 


I live in hope that some day I will get broadband ;( 

ladiesman217

Do Eircom reply to these threads at all

eircom: Alan

ladiesman217 wrote: »

I received the modem in the post about three working days later. After a number of days when the broadband would not connect, I rang back, on Friday the 14th February  and was told that a Technician would be looking at the line. After about four woking days no notification of any Technician looking at the line, and still no broadband.

This delay went on until  March, when  I was told the line would be active on Friday the 14th of March, Friday came and no broadband. I was then told that it would be the 18th of March, that day came and went with no broadband. When I rang on the 18th, they said they would be sending an email off to the technicians for some clarification, a process that had been done numerous times. 

I called again on Wednesday the 19th and was told it would be switched on between now, being the 19th and next Tuesday. On Friday the 21st of March I contacted customer service; where for the first time I was told that the system shows that I have placed an order for e-fibre, my replay to the agent was that this was complete madness, why would I place an order for a service that is not due in my area until June. I stated that my order was for stand alone broadband, not e-fibre, he was also unaware that I had received a modem. 


 I then asked to speak to a supervisor, when I was passed over to a supervisor, I questioned him about this issue of the e-fibre, he then said he did not see an e-fibre order on the system. I then said well what was the other guy that passed you on to me referring to, “are you looking at the same screen”, he said yes but did not see anything regarding e-fibre. He then said that he would question the agent who stated that I had placed an e-fibre order, and see where he got the information from. I also asked why I was  told that the broadband would be switched on, on the 14th and 18th, he had no answer, and was unaware where that information came from, so basically a complete fabrication.

He said he would ring me back,and to my surprise, NOT!, there was no call back

I have lost count of the amount of hours I have spend ringing, waiting on the phone and it going dead and getting passed from this section to that section. I can safely say it is the worst form of customer service I have EVER experienced, only for they are the only providers in my area, i would have gone with another ISP. And the funny thing was they were well able to talk the money from my bank account €48.69,for a service that i am yet to use. 


I live in hope that some day I will get broadband ;( 

Hi ladiesman217

Apologies for the delays in responding ad of course I would like to apologise for the disappointment and inconvenience created so far.

Can you please PM me your eircom account number? I will look in to this further for you.

Thanks
Al

ladiesman217

How are we getting on Alan with my case?

eircom: Colm

ladiesman217 wrote: »

I received the modem in the post about three working days later. After a number of days when the broadband would not connect, I rang back, on Friday the 14th February  and was told that a Technician would be looking at the line. After about four woking days no notification of any Technician looking at the line, and still no broadband.

This delay went on until  March, when  I was told the line would be active on Friday the 14th of March, Friday came and no broadband. I was then told that it would be the 18th of March, that day came and went with no broadband. When I rang on the 18th, they said they would be sending an email off to the technicians for some clarification, a process that had been done numerous times. 

I called again on Wednesday the 19th and was told it would be switched on between now, being the 19th and next Tuesday. On Friday the 21st of March I contacted customer service; where for the first time I was told that the system shows that I have placed an order for e-fibre, my replay to the agent was that this was complete madness, why would I place an order for a service that is not due in my area until June. I stated that my order was for stand alone broadband, not e-fibre, he was also unaware that I had received a modem. 


 I then asked to speak to a supervisor, when I was passed over to a supervisor, I questioned him about this issue of the e-fibre, he then said he did not see an e-fibre order on the system. I then said well what was the other guy that passed you on to me referring to, “are you looking at the same screen”, he said yes but did not see anything regarding e-fibre. He then said that he would question the agent who stated that I had placed an e-fibre order, and see where he got the information from. I also asked why I was  told that the broadband would be switched on, on the 14th and 18th, he had no answer, and was unaware where that information came from, so basically a complete fabrication.

He said he would ring me back,and to my surprise, NOT!, there was no call back

I have lost count of the amount of hours I have spend ringing, waiting on the phone and it going dead and getting passed from this section to that section. I can safely say it is the worst form of customer service I have EVER experienced, only for they are the only providers in my area, i would have gone with another ISP. And the funny thing was they were well able to talk the money from my bank account €48.69,for a service that i am yet to use. 


I live in hope that some day I will get broadband ;( 

Hi Ladiesman217

I am sorry to hear there has been issue with your Broadband Order. In order for me to look into this for you, can you send me a PM with the  Order no or Account no or failing that the exact address and I will look into this for you,

thanks
Colm