What is it?!!!! eFibre&eTalk Offer(Bundle) - Eircom Complaint

Igah

Hi,

Around 23rd July 2014 I received written offer to improve my internet by
switching to eFibre.On 30th July 2014 I visited the Eircom representative in
Eircom shop in Wexford to acquire more information about that offer. When in
the shop I learned that my previous account with Eircom has been closed and I
was offered to open new account along with a bundle – eTalk and eFibre
Employee Offer Bundle. I decided for that option since I was also offered
additional options – eTalk Off-Peak (7.50 euro)for 120 minutes international
calls. I decided to sign the agreement. Person I talked to (Damien Mahon)
handed me a document that I signed; it was one paper sheet where I was
presented with the costs for that agreement. Answering my question ‘What about
the rest of the documents of agreement’ he informed me, that rest of the
agreement will be send to my by mail since my account has just been opened; he
also told me that I can resign within 5 days before I will have everything
connected, i.e. before technician’s visit to my address. When I asked how long
it is going to take I will have internet up and running I was told accordingly
to the agreement it will take no more than 2 weeks, and I will be informed by
txt or by mail about the precise date of the installation. I was NOT informed
about my rights I have in a case the agreement would be cancelled by any of
the parties of the agreement. The phone has been connected in a matter of few
days ( I want to stress here I was mainly interested with internet connection
and that was main factor I was interested with Eircom offer at all)
I was also informed about upcoming technician’s visit by txt message as well
as by mail that it will take place on 15th of August and that was supposed to
be between 9-13.30 that day. The day before the day the technician supposed to
come, I was informed by phone, that there is no technician available in that
area and I am to wait for someone to contact me soon. Since nobody contacted
me within reasonable time, I kept calling 1901 and I was presented with
different answers that lead to nothing but confusion. Nobody was able to
explain me why no technician is coming to install internet. The answers I
received were: “somebody will come in 5 days” or “somebody will call in next
week”, “We have technical difficulties – it Is going to be fixed tomorrow”,”
We will check and call you tomorrow” but nobody ever called and contacted me
in any way in that matter. After around 6 weeks I called 1901 again and I
demanded I want to talk to a supervisor since for few weeks nobody is telling
me different story, I have to start talking about me case from start to every
persons that was on the other site of the line, I was permanently moved
between persons put on hold for long minutes or just moved from one phone
number to another; or just simply disconnected. I was refused. I informed the
persons that since Eircom is not fulfilling its part of the agreement I want
to cancelled it. The persons I talked to said he is sorry and offered me “50
euro apologize credit” and also promised me somebody will show up and finish
the installation by 5th of September. Yet nothing happened till that day –
nobody showed up, nobody contacted me – not even a single call from Eircom. On
1st (or 2nd) of October I called Eircom to cancelled the agreement. I
explained why I want to cancel it and lady from Care Center with no problems
at all cancelled the agreement, saying only that it may take few weeks (my
understanding is the whole procedure may take that long). He also told me to
expect a form send by mail (to be filled in) where I would state where and
when the modem can be picked up by them. I received the letter and sent it
back within 2 days. I was not informed about a any fee for cancellation and
its amount. Above that up till now I have not received the rest of agreement I
was supposed to receive by mail.
I also asked for cancellation of 15 euro fee for Unpaid Direct Debit for 19th
August-18th September period which was part of the bill issued 19th of
September. After explaining why I did not paid on time, the person cancelled
that amount and instead amount of 83.75euro on that bill I was told to pay
68.15 euro which was paid on 2nd of October.

27th of October I received a bill for period 19th of October – 18th of
November – overall amount due 246.67 euro (part of the bill was ECC that was
billed twice – for eTalk Off-Peak for overall amount of 200 euros.) plus 15
euro that was supposed to be cancelled by the lady in Care Center (the
situation described above)

Outraged by the way I was treated all the way along the whole time, and the
bill I went to Citizen Information in Wexford. Between 11.40 – 12.10 (21/10)the lady
from CI called 1901 to help me explain what is going on with the whole
situation and the bill I received. The person that was on the other side of
the line told us, that ECC for eTalk Off-Peak is billed twice and that is a
mistake and he can cancelled 100 euro from that bill. But he also told me that
I have to pay 100 euro for cancellation of the agreement. After I informed him
it was your fault, it was you that did not fulfilled the agreement (internet
was not installed within not inly timeframe that was supposed to be installed
but even much longer) the person said that the agreement I signed was actually
two separate agreements – one for phone and second for internet and I am being
charged with fee for cancellation one of them regarding phone line, and
another agreement regarding internet for which I do not have to pay anything
since you did not fulfilled you part of the agreement. As a side note: I have
never seen a situation where an agreement that was signed as ONE PART can be
divided and seen as HALF fulfilled and HALF not; Agreement was internet AND
phone , not as the person on the phone claims two separate agreements since I
have signed only ONE agreement not two. The agreement itself HAVE NOT BEEN
FULFIILED – does not matter in what part; 10%,20% or 80%. I signed the WHOLE
agreement not PART of it.
I also asked the man why I have to pay the cancellation fee since the phone is
still working (with day 21/10) and it was NOT disconnected ( I also showed the lady in CI – as
a witness) that I was using the phone on 28th of October calling my friends
and that call lasted for 15 minutes; I had it on paper. As answer I got
information that my phone is …..DISCONNECTED since 7th of October! The man
pretended to not hear me telling him that the phone is still working – he kept
saying that it is disconnected!
Another thing is NOBODY ever informed when I was signing agreement for
eFibre,that I am singing two separate agreements (with one signature?) Even
more – I was told that it is a BUNDLE, not separate agreements! I would never
signed two agreements in that case since I DO NOT NEED PHONE – I JUST WANTED
INTERNET, nothing more. Yet – since I was told it is a BUNDLE – I signed it as
bundle. What’s more – I checked if there IS technical possibility to have
FIBRE in my flat; and there is NOT! So WHY Eircom is selling me something he
can’t fulfill?

I demand the whole agreement to be cancelled and all the cancellation fees
revoked since In my understanding I feel was gulled since the very beginning.
I also checked on forums on the internet – it is not only me, it is thousands
of other people that were treated as myself – signed something that was not
ever done.

I demand a new bill to be issued with amount of 200 euros for ECC deducted
plus 15euro for Direct Debit late payment.
I also want to make clear, if you keep treating me like you do, I will be
forced to contact a lawyer; I have a lot of cons – with holding back and not
giving me proper and important information about the agreement for the start,
lack of prove of signing of agreement that I should receive; especially
selling me something you knew you can’t fulfil (till 29th of October after
checking if eFibre is available at my address, the answer is “YOUR HOME IS NOT
IN AN FIBRE AREA” – which mean it was known to you from the start it would be
impossible to accomplish the agreement … especially in TWO WEEKS!
Regarding the agreement; it state it is an OFFER not OFFERS oraz BUNDLE ….
Which for me (and my friends – native English speakers) it means it is one
offer; it offers internet AND phone as ONE BUNDLE…

Since there is lots of people in the same situation as mine (treated by Eircom
the same way) that I have been in contact with, we are considering
class-action against Eircom for the way it does treat its customers.