Installer didn't show up......

goodlad

Hey Guys,

I had a scheduled install for today between 1pm - 5pm. I got the text and a letter to confirm so I booked a day off work for it.

Nobody has shown up. No texts or calls to tell me what's happening.

I just called customer care and the only help they were was to give me the number for the company who do the installs and call them myself to chase them.....?!!

Account number is <snip>

goodlad

Update.

I called today and someone helpful answered the phone. Can't remember er her name.

For whatever reason my install wasn't scheduled even though I was informed it has been. A small credit added to the account which still doesn't compensate me to the value of a days leave I took to be available and no doubt will need another day off for the next install date.

I appreciate the effort of 2 months line rental but it's not good enough.

eircom: Alan

goodlad wrote: »

Update.

I called today and someone helpful answered the phone. Can't remember er her name.  

For whatever reason my install wasn't scheduled even though I was informed it has been. A small credit added to the account which still doesn't compensate me to the value of a days leave I took to be available and no doubt will need another day off for the next install date.

I appreciate the effort of 2 months line rental but it's not good enough.

Hi goodlad

I'm sorry to hear of this and apologise for the inconvenience caused. I see from the notes on your account that this has been referred to appointments and you will be contacted as soon as the appontment has been scheduled.

Al

goodlad

eircom: Alan wrote: »

Hi goodlad

I'm sorry to hear of this and apologise for the inconvenience caused. I see from the notes on your account that this has been referred to appointments and you will be contacted as soon as the appontment has been scheduled.

Al

Can you look into getting this done asap? I ask as my service from my current provider is about to stop, rather than me just being impatient.

I rely on having a Internet connection to work from home a lot and cannot be without service.

eircom: Alan

goodlad wrote: »

eircom: Alan wrote: »

Hi goodlad

I'm sorry to hear of this and apologise for the inconvenience caused. I see from the notes on your account that this has been referred to appointments and you will be contacted as soon as the appontment has been scheduled.

Al

Can you look into getting this done asap?  I ask as my service from my current provider is about to stop, rather than me just being impatient.

I rely on having a Internet connection to work from home a lot and cannot be without service.

Hi goodlad

I'll definitely mark the importance of this for you and request urgency but unfortunately I will not be able to offer a guarantee that this will be resolved before your existing service with the other provider closes - I wish I could offer you better news but I'll do my best for you.

Thanks
Al

Smok3alot

goodlad wrote: »

Hey Guys,

I had a scheduled install for today between 1pm - 5pm.  I got the text and a letter to confirm so I booked a day off work for it.

Nobody has shown up. No texts or calls to tell me what's happening.

I just called customer care and the only help they were was to give me the number for the company who do the installs and call them myself to chase them.....?!!  

Account number is <snip>

just had the very same thing happen to use.....got emails...3 phone txts...2 voice calls and a letter.... and nobody turned up..and not even a call to us to say we cant make it out..... what sort of joke is this....

very bad service... i wont be taking the contract with use after this...

_Whimsical_

Very same thing happened to me too. 

eircom: Alan

Smok3alot wrote: »

goodlad wrote: »

Hey Guys,

I had a scheduled install for today between 1pm - 5pm.  I got the text and a letter to confirm so I booked a day off work for it.

Nobody has shown up. No texts or calls to tell me what's happening.

I just called customer care and the only help they were was to give me the number for the company who do the installs and call them myself to chase them.....?!!  

Account number is <snip>

just had the very same thing happen to use.....got emails...3 phone txts...2 voice calls and a letter.... and nobody turned up..and not even a call to us to say we cant make it out..... what sort of joke is this....

very bad service... i wont be taking the contract with use after this...

Hi Smok3alot

I'm genuinely sorry to hear this, to arrange another appointment or cancel the order please contact accounts on free phone 1901.

Thanks
Al

goodlad

eircom: Alan wrote: »

Hi goodlad

I'll definitely mark the importance of this for you and request urgency but unfortunately I will not be able to offer a guarantee that this will be resolved before your existing service with the other provider closes - I wish I could offer you better news but I'll do my best for you.

Thanks
Al

This is beyond a joke. I have still not had any contact from Eircom with my new install date. If i schedule it online myself as a new customer I have a date instantly, although we all know that's not saying they will a really show up.

What's the delay on this?

goodlad

So I just got a call from an installer and he is outside my house..... No notice that he was even coming out! 2 small kids there with chicken pox at the moment and a sick girlfriend which is exactly why I needed notification to be home for this... Its unbelievable!! For a communication company you have absolutely awful communication.

goodlad

So I just got a call from an installer and he is outside my house..... No notice that he was even coming out! 2 small kids there with chicken pox at the moment and a sick girlfriend which is exactly why I needed notification to be home for this... Its unbelievable!! For a communication company you have absolutely awful communication.

eircom: Alan

goodlad wrote: »

So I just got a call from an installer and he is outside my house.....   No notice that he was even coming out! 2 small kids there with chicken pox at the moment and a sick girlfriend which is exactly why I needed notification to be home for this...  Its unbelievable!! For a communication company you have absolutely awful communication.

[font=Times New Roman","serif]Hi goodlad

You did request that this be done asap and I did mark the importance of this for you. I understand that notice in circumstance like yours would be best and apologise for the inconvenience however If you need to request an alternative appointment please contact the efibre team on either free phone 1901 or free phone 1800503303.

Thanks
Al[/font]

goodlad

eircom: Alan wrote: »

[font=Times New Roman","serif]Hi goodlad

You did request that this be done asap and I did mark the importance of this for you. I understand that notice in circumstance like yours would be best and apologise for the inconvenience however If you need to request an alternative appointment please contact the efibre team on either free phone 1901 or free phone 1800503303.

Thanks
Al[/font]

So the tech pulled my broadband and switched to me fibre.... Then asks where my fibre modern is as he doesn't have one for me........ Off he went to disconnect the fibre and reconnect my broadband and has to organise coming back once I have a modem..... So when is anything going to be done correctly with this?

eircom: Alan

goodlad wrote: »

eircom: Alan wrote: »

Hi goodlad

You did request that this be done asap and I did mark the importance of this for you. I understand that notice in circumstance like yours would be best and apologise for the inconvenience however If you need to request an alternative appointment please contact the efibre team on either free phone 1901 or free phone 1800503303.

Thanks
Al

So the tech pulled my broadband and switched to me fibre....  Then asks where my fibre modern is as he doesn't have one for me........  Off he went to disconnect the fibre and reconnect my broadband and has to organise coming back once I have a modem.....  So when is anything going to be done correctly with this?

Hi goodlad

You will need to contact the efibre team (1800503303 or 1901) about this. The technicians should have the modem, I'm unaware of why this happened but this will require a call to the efibre team.

Thanks
Al

goodlad

So the installer will be back out tomorrow but still won't have a modem with him. The modem will be out via GLS courier.

I can just see the installer showing up before the courier.

goodlad

So the modem was delivered earlier today but once again I have been available all day and no installer has shown up!! That's now 2 days annual leave I have used for absolutely no reason!

goodlad

So I called today and I was told it will take up to 10 days to get another appointment. Then I spoke to someone in tech support who checked the installers notes and confirmed he should of been out yesterday. I asked him to call the installer and ask is he coming out today. He then told me it's illegal for him to call the installer!!!!! What a load....... So im sitting waiting on an install with no idea what's happening.

goodlad

I called the previous installer just now since I had his mobile number from the day he called me. He told me he hadn't any notes or schedule to be out at my house yesterday like I was told... This is just lies after more lies... Why is it so difficult to give you guys money for a service?

goodlad

Another update.....

I'm told I can have install scheduled for this day next week!!!!!
They chap on the phone also claims it's impossible to get an installer out to me before then. So then how did you guys here get someone out?

The frustration of this is incredible... My current supply is disconnection me at midnight tonight which is also causing me to not work from home this weekend and lose money....

How hard is it to get an installer out to me?! They work weekends... Call a guy and have him come out...

AlanS181824

Any update on this?

Disgraceful carry on altogether.

goodlad

AlanS181824 wrote: »

Any update on this?

Disgraceful carry on altogether.

No update at all man.  Not once have I had a call from them through any of this.  I have had to chase them every step of the way. 

goodlad

Still not a peep out of Eircom......

AlanS181824

goodlad wrote: »

Still not a peep out of Eircom......

Still nothing?

Loving the customer care here Eircom!

kopfan77

What an absolute farce of a company....glad I bailed from them when I did

eircom: Alan

goodlad wrote: »

Still not a peep out of Eircom......

Hi goodlad

Very sorry to hear this, The account number has been removed from your post so If you could PM me the account number I'll request clarification from the efibre team on this for you.

Thanks
Al

goodlad

eircom: Alan wrote: »

goodlad wrote: »

Still not a peep out of Eircom......

Hi goodlad

Very sorry to hear this, The account number has been removed from your post so If you could PM me the account number I'll request clarification from the efibre team on this for you.

Thanks
Al

Sent

eircom: Alan

goodlad wrote: »

eircom: Alan wrote: »

goodlad wrote: »

Still not a peep out of Eircom......

Hi goodlad

Very sorry to hear this, The account number has been removed from your post so If you could PM me the account number I'll request clarification from the efibre team on this for you.

Thanks
Al

Sent

Hi goodlad

I have had this escalated to management who have arranged an appointment for the 20th of June (AM appointment between 8.30 & 1pm). I fully understand the level of disappointment felt with this experience so far however I have been assured an appointment for full installation is set for the 20th.

Thanks
Al

goodlad

Ah sure its only 2 days wasted annual leave and 10 working days after my original install date.....
I cannot get more late notice time off work but my Partner will be home on the day apart from 8:45 - 9:15 and 11:45 - 12:15 when is doing the school run and collection.

I can PM you over her number to use as a contact for the installer.

eircom: Alan

goodlad wrote: »

Ah sure its only 2 days wasted annual leave and 10 working days after my original install date.....
I cannot get more late notice time off work but my Partner will be home on the day apart from 8:45 - 9:15 and 11:45 - 12:15 when is doing the school run and collection.

I can PM you over her number to use as a contact for the installer.

Hi goodlad

I understand and apologise for the inconvenience this has created however I have done my best in trying to have this resolved asap. It's not possible to ensure that the technician will not be out between either of the times you have mentioned - if this does not suit then the appointment must be cancelled and re-arranged.

Al

goodlad

If possible anything after 12:30 on the same day would be fine as there will be someone home all day. 

eircom: Alan

goodlad wrote: »

If possible anything after 12:30 on the same day would be fine as there will be someone home all day.

Hi goodlad

This is not possible - the appointment will need to be pushed back a few days if the alloted time period does not suit, a schedule of works is already planned for this day.

Al

goodlad

eircom: Alan wrote: »

goodlad wrote: »

If possible anything after 12:30 on the same day would be fine as there will be someone home all day.

Hi goodlad

This is not possible - the appointment will need to be pushed back a few days if the alloted time period does not suit, a schedule of works is already planned for this day.

Al

A few days???!!!!   What the hell is wrong  with your company!?!! 

Why is it so hard to install a service that im trying to pay for..... 

I'm already screwed out of 2 days holidays... Hours on the phone chasing your company because they have never once called me and also time on this forum trying to get sorted. Not to mention the loss of earnings last weekend as I couldn't work from home. 

Screw up after screw up and still not accommodating to get an installer out at a good time.  Screw the customer because it doesn't suit Eircom to make any effort seems to be the line Eircom take. 

eircom: Alan

goodlad wrote: »

eircom: Alan wrote: »

goodlad wrote: »

If possible anything after 12:30 on the same day would be fine as there will be someone home all day.

Hi goodlad

This is not possible - the appointment will need to be pushed back a few days if the alloted time period does not suit, a schedule of works is already planned for this day.

Al

A few days???!!!!   What the hell is wrong  with your company!?!! 

Why is it so hard to install a service that im trying to pay for..... 

I'm already screwed out of 2 days holidays... Hours on the phone chasing your company because they have never once called me and also time on this forum trying to get sorted. Not to mention the loss of earnings last weekend as I couldn't work from home. 

Screw up after screw up and still not accommodating to get an installer out at a good time.  Screw the customer because it doesn't suit Eircom to make any effort seems to be the line Eircom take. 

Hi goodlad

I have managed to get the closest available timeframe for your efibre installation (20th of June am timeframe) there is no available crews for a PM timeframe and it will be a couple of days after this date for an available timeframe - I'm genuinely doing all I can to help you. I think the best thing to do is to note the times that your wife is not available to the order and keep with the 20th am timeslot.

Al

goodlad

I literally cannot afford to lose more money by not working this weekend. So i now need to keep my son home from school on Friday to accommodate Eircom and have someone home..... This is bloody madness....

And you want Eircom as your provider after all of this????

Imagine what the "customer care" will be like when you are locked into a contract. If possible Id be looking elsewhere if I was you!!

kopfan77

goodlad wrote: »

I literally cannot afford to lose more money by not working this weekend. So i now need to keep my son home from school on Friday to accommodate Eircom and have someone home.....  This is bloody madness....

Dude, take this as a sign from the gods and run a million miles away from this shower....best thing I ever did was switch from them.....this is only the start of your heartache if you stick with them

AlanS181824

Honestly I would have to agrees with the above poster, if this is how Eircom treats you before you've actually the broadband installed imagine how they'll be over the course of the 18 months?

Do yourself a favour and go with Vodafone, cheaper and their customer service is grand.

goodlad

Cheers for the posts lads.  I can absolutely see where you are coming from and do agree to an extent.  Broadband into my place has always been a solid 6mb at best no matter what provider I'm with.  Fibre will be a different story and Eircom are the only ones doing it in my area. 

I was with eircom for a few years before and had no issue.  I moved due to a cheaper price with Vodafone and has the worse experience ever with them.  It ended up with comreg involved,  debt collectors,  solicitors and eventually Vodafone paying me money.  They will never get a cent from me again.  

While the service getting this installed has been nothing short of a complete disaster.  I'm being naive and keeping in mind i was with Eircom previously and found them fine.  I'm chalking this all up the whoever manages the efibre install team doing an absolutely awful job and should be replaced imo. 

Time will tell I guess!   So let's see if the installer actually shows up tomorrow between the said times since I've organised someone being there for the stated hours. 

Iang87

Did he show up for you today?

At least they can get you a date they wont even give me a date at the minute for some unknown reason.

AlanS181824

How'd it go?

goodlad

Iang87 wrote: »

Did he show up for you today?

At least they can get you a date they wont even give me a date at the minute for some unknown reason.

Yeah he showed up early. He actually called me at 8:20 to see if i was about to be first on his list as he was doing installs in the estate for the day.
All done and dusted and currently downloading at 55mb solid instead of my poxy broadband 6mb.

So 10 working days after install date, 2 days annual leave and my oldest son missing a day of school later..... Its finally installed.

goodlad

goodlad wrote: »

Yeah he showed up early. He actually called me at 8:20 to see if i was about to be first on his list as he was doing installs in the estate for the day.
All done and dusted and currently downloading at 55mb solid instead of my poxy broadband 6mb.

So 10 working days after install date, 2 days annual leave and my oldest son missing a day of school later..... Its finally installed.

Poxy 6mb download????????

what Id give to have that. The best download I've ever had is 0.76mb!!! It averages around 0.60!!
I was originally told Id get up to 24mb when first enquiry was made!! My line can only handle 1mb apparently and no plans to improve it.

My contract expires in September and I cant wait to be Eircom free. Hooking up with local satellite provider for up to 15mb. I will NEVER EVER go near anything to do with eircom again after the hardship and hassle with them. Not to mention what they did with my 74 year old father which is still ongoing and most likely to be settled in the courts.

eircom: Alan

goodlad wrote: »

Iang87 wrote: »

Did he show up for you today?

At least they can get you a date they wont even give me a date at the minute for some unknown reason.

Yeah he showed up early. He actually called me at 8:20 to see if i was about to be first on his list as he was doing installs in the estate for the day.
All done and dusted and currently downloading at 55mb solid instead of my poxy broadband 6mb.

So 10 working days after install date, 2 days annual leave and my oldest son missing a day of school later..... Its finally installed.

Hi goodlad

It's good to hear this is finally installed however I would like to apologise for all the inconvenience this has caused.

Al

goodlad

Ah yeah sure its all installed now and working away. Although i just tried to use my landline and its dead i nthe water.
I guess when he installed the fibre he killed it. 

Time to log a call and get him back out ........

eircom: Alan

goodlad wrote: »

Ah yeah sure its all installed now and working away. Although i just tried to use my landline and its dead i nthe water.
I guess when he installed the fibre he killed it. 

Time to log a call and get him back out ........

Hi goodlad

Have you called yet? I can send on your details to technical support to log this if you prefer?

Thanks
Al

goodlad

eircom: Alan wrote: »

Hi goodlad

Have you called yet? I can send on your details to technical support to log this if you prefer?

Thanks
Al

Yeah that would be great if you can.

goodlad

goodlad wrote: »

Yeah that would be great if you can.

Still haven't heard anything and still have a dead landline..... Have you logged this for me or did you forget?

eircom: Alan

goodlad wrote: »

goodlad wrote: »

Yeah that would be great if you can.

Still haven't heard anything and still have a dead landline.....  Have you logged this for me or did you forget?

Hi goodlad

Yes this has been logged to engineers - reference number 1479939

It was previously logged for investigation and it's now identified that and engineer will need to gain acces to the cabinet - this should be resolved for you within 48 hours.

Thanks
Al

kurant

God! Same here . Wait for technician all day. Did not show up....

eircom: Alan

kurant wrote: »

God! Same here . Wait for technician all day. Did not show up....

Hi kurant

I'm very sorry to hear this & apologise for the inconvenience this has caused, please contact eircom accounts on free phone 1901 to report this so they can arrange another suitable date.

Thanks
Al