One issue after the other after the other

pigtail33

I have been waiting over a month at this stage to have my eFibre connected. How so many things can go wrong on one account with a company that 'specialise' in eFibre and phone lines is beyond me.

I signed up to the eFibre and eTalk package on 06/11. My phone line was installed just over a week later (17/11) and I was told this would trigger off the eFibre installation and someone from Eircom would contact me. Three days later (20/11), having heard nothing, I rang to be told the Broadband part of my account had been cancelled, but they couldn't figure out why. I was told they would call me back the following day. I received no call back, so rang myself to be told that my eFibre wasn't available in my house and was offered non-eFibre broadband, but as the special offer was no longer available, it would cost me more to have a worse service. Obviously something I was not going to sign up to.

I rang back the following Monday (24/11) and after a lengthy conversation, was told that because I am in a new house, the address is mixed up on your system and in fact I could get eFibre broadband. I was contacted later that week and arranged an installation date of 28/11. No one turned up. I rang three times that afternoon to confirm the appointment, twice to be told to stop worrying and finally on the third phone call, I was told as it was 7pm, it was unlikely anyone was going to turn up at that stage.

I rang again on Monday (01/12) to be told the technician did turn up on the Friday, but only went as far as the cabinet and as the number on the cabinet did not correspond to the number associated with my account, he couldn't install the eFibre. I was informed that due to a technical issue my entire Eircom account had to be cancelled and restup and this could take up to two weeks.

By today (05/12), I still had not received any update, so I rang 1901, to be on hold for 35 minutes, speaking to someone for a few minutes, to be put back on hold again, only to be hung up on. I contacted Eircom via the webchat to see if someone could ring me back, but was told no that you don't offer this service. That there is a problem with my account and I had to ring 1901 again. I just rang that number again, was again on hold for over 30 minutes and was again hung up on.

I have spent in excess of 6 hours on the phone trying to sort these problems out with my account. I am not spending another 45 minutes on hold on 1901 to be hung up on again. I simply cannot understand how there can be so many issues on one account that no one can resolve and every operator I speak to tells me a different story.

eircom: Alan

pigtail33 wrote: »

I have been waiting over a month at this stage to have my eFibre connected. How so many things can go wrong on one account with a company that 'specialise' in eFibre and phone lines is beyond me.

I signed up to the eFibre and eTalk package on 06/11. My phone line was installed just over a week later (17/11) and I was told this would trigger off the eFibre installation and someone from Eircom would contact me. Three days later (20/11), having heard nothing, I rang to be told the Broadband part of my account had been cancelled, but they couldn't figure out why. I was told they would call me back the following day. I received no call back, so rang myself to be told that my eFibre wasn't available in my house and was offered non-eFibre broadband, but as the special offer was no longer available, it would cost me more to have a worse service. Obviously something I was not going to sign up to.

I rang back the following Monday (24/11) and after a lengthy conversation, was told that because I am in a new house, the address is mixed up on your system and in fact I could get eFibre broadband. I was contacted later that week and arranged an installation date of 28/11. No one turned up. I rang three times that afternoon to confirm the appointment, twice to be told to stop worrying and finally on the third phone call, I was told as it was 7pm, it was unlikely anyone was going to turn up at that stage.

I rang again on Monday (01/12) to be told the technician did turn up on the Friday, but only went as far as the cabinet and as the number on the cabinet did not correspond to the number associated with my account, he couldn't install the eFibre. I was informed that due to a technical issue my entire Eircom account had to be cancelled and restup and this could take up to two weeks.

By today (05/12), I still had not received any update, so I rang 1901, to be on hold for 35 minutes, speaking to someone for a few minutes, to be put back on hold again, only to be hung up on. I contacted Eircom via the webchat to see if someone could ring me back, but was told no that you don't offer this service. That there is a problem with my account and I had to ring 1901 again. I just rang that number again, was again on hold for over 30 minutes and was again hung up on.

I have spent in excess of 6 hours on the phone trying to sort these problems out with my account. I am not spending another 45 minutes on hold on 1901 to be hung up on again. I simply cannot understand how there can be so many issues on one account that no one can resolve and every operator I speak to tells me a different story.

I'm very sorry to hear this pigtail33

Do please PM me your order or account number and I will look in to this further for you.

Many thanks
Al

mopeds

Hi Pigtail

Save yourself the hassle, i had the same issues where they had to reset my account. Over 3 months before it was sorted.

pigtail33

As I still haven't been contacted by anyone Eircom, even though I PMd my details last Friday, I rang them again this morning to be told my original account still hadn't even been cancelled. It is over a week since I was told this would be done and it would take 24 hours. Can nothing be done in Eircom without contacting 1901 at least 10 times? Even the operator I was talking to this morning commented on the number of people I have been talking to in there when he looked at the notes on my account.
I now have to ring back again to set up a new account. Can your departments not talk to each other and then ring me back to try and resolve these issues?
I asked how I could lodge a complaint and was told to do it via the website - something that is a bit difficult when you don't have broadband.

pigtail33

I really wish I had listened to the advice here and cancelled my Eircom account. Yet again they have put the wrong cabinet details on my account, so for the second time my account needs to be cancelled. How can it be so difficult to set try and set up a Broadband account with them?
If anyone is here thinking about having Eircom installed, just don't bother. It is absolutely not worth the hassle. Jan 6th is now the earliest installation date they can offer me, a full two months after placing my order.