Digiweb - STAY AWAY - Awful customer support

SeamyH

I have recently made the mistake of switching over to the Digiweb Fibre Broadband package. We were initially told it would take a day or 2 to port our old number over and were given a temporary number in the mean time. As the days passed the number still wasn't ported over so we called Customer Support and were told each time that they would have somebody call us back. It took over 5 phonecalls to their support team and nearly 2 weeks before we finally got through to somebody who knew what to do and the number was finally ported over.

As stressful as this whole experience was we were willing to forgive and forget and move on with our lives, but unfortunately this was not the end of our issues with this awful company. One month into the new contract we received a letter claiming that there was a 5.34 (yes only a fiver) outstanding balance on our account and if not paid they would disconnect our services. We have a college student in the house who uses the pc everyday for assignments so this would have impacted him greatly. We got onto Digiweb Support yet again only to be told the usual line "we'll get somebody to call you back", which to our amazement never happened!! 3 more calls to Digiweb and more broken promises that they'd "resolve the issue as soon as possible" we finally got onto somebody who knew what they were doing and were told that this letter was an error on their side and that we were actually in credit. Apologises galore and even though we were at breaking point with this crowd we left it at that.

A week later (SURPRISE , SURPRISE) we received another more threatening letter claiming we have now got just 5 days to pay our balance of 5 euro or they will cut us off. We have called them twice in the last week demanding to be allowed to speak with a manager but told both times that there were none available. The last person we spoke with, a seemingly sympathetic to our cause girl in sales named Grainne, explained again that yes we were in credit but she couldn't do anything about it. But assured us we would be treated as priority and somebody would "call us back as soon as possible". That was on Friday. In all my time dealing with all types of Customer Support departments from various providers I have never seen such a disregard for a paying customer, they make UPC Customer Support look top notch. I'm not writing this to simply rant only, I am writing this in hope that somebody in Digiweb actually cares about their reputation and can call us back so we can get this sorted.

davo2001

removed

SeamyH

Dav,

Did you actually read the post?? We dont owe any balance its a mistake on their end.Can you actually read threads in future before commenting on them.

Baron McBoomBoom

Going through similar crap with them. Moved into a new house, called digiweb and they had to send technicians around to connect phone line. They told us we would be connected in 15 working days at most but would most likely get it within a week and that we would recieve our first bill until a month after our line was connected. Almost a month later after god know how many phone calls (one day spent E14 credit on hold without ever getting to speak to anyone) and e-mails we finally got our connection.

The following day we received an email from these clowns apologising that our connection hadn't been set up yet.

That was roughly the 28th May. On the 10th of June we recieved a bill that stated the money would be taken between the 8th and 12th of June. Absolutely ZERO NOTICE and our account was hit for E90 we can ill afford about a half a month earlier than we were told it would be taken. At this stage I'm fit to cancel the account and pay a different company more money just to be rid of these assholes. AVOID THEM LIKE THE PLAGUE

gambeta_fc

You'll go along way to find a higher level of incompetence than Digiweb "Customer Care".

Appalling attitude to paying customers, without a doubt the worst service company I ever had the misfortune to deal with. Have since changed providers thankfully but even to the dying end I had to report them to Comreg to get them to apply an overdue refund payment on my account.

Escape from these cowboys at the earliest opportunity.

dub45

Baron McBoomBoom wrote: »

Going through similar crap with them. Moved into a new house, called digiweb and they had to send technicians around to connect phone line. They told us we would be connected in 15 working days at most but would most likely get it within a week and that we would recieve our first bill until a month after our line was connected. Almost a month later after god know how many phone calls (one day spent E14 credit on hold without ever getting to speak to anyone) and e-mails we finally got our connection.

The following day we received an email from these clowns apologising that our connection hadn't been set up yet.

That was roughly the 28th May. On the 10th of June we recieved a bill that stated the money would be taken between the 8th and 12th of June. Absolutely ZERO NOTICE and our account was hit for E90 we can ill afford about a half a month earlier than we were told it would be taken. At this stage I'm fit to cancel the account and pay a different company more money just to be rid of these assholes. AVOID THEM LIKE THE PLAGUE

http://www.ipso.ie/section/SEPADirectDebit

The minimum notice under the dd scheme unless otherwise agreed between company and customer is 14 days.

Direct Debits provide:

A simple means of paying regular bills without the risk of late or missed payment

Advance notice of the date and the amount of each direct debit, this must be provided by the Creditor. The advance notice period is generally fourteen days, or in some cases seven days or less if agreed by all parties, before the direct debit is applied

Disgracefully under the dd scheme there are no consequences for companies who do not obey the rules they agree to when they sign up for the scheme.

Under the SEPA dd rules you can ask for a refund of any dd as follows:

What happens if a SDD is charged to my account in error?

Request a refund for any SDD within eight weeks from the date on which the SEPA SDD was debited from your account. Within the eight week period your bank must refund you on a no-questions asked basis.

Request a refund for any unauthorised SDD after 8 weeks and within 13 months from the date the on which the DD was debited from your account.

Unless you really have to you are far better off not using dd's.