Terribly dissatisfied with eircom right now.

Al Capwned

Right, here's the story...

I signed up to eircom maybe 12 or 13 months ago, and i was one of the customers whose first 4 (?) direct debits weren't taken from my bank account, sepote me having been notified of the cost and received the bills. So i ended up owing eircom in the region of €150.00. I'm currently not working, and had made contact with eircom to tell them this, and the guy i was speaking to understood and accepted the situation and agreed that i attempt to maintain the bill payments in addition to getting the outstanding balance reduced. 

Fast forward to 4 weeks ago and i get a letter saying that my service may be interrupted if i do not make contact with a view to getting the remaioning balance down to zero. During the course of the conversation I had on this date, I offered to make weekly payments of €25 until such time as the balance was reduced to zero. This was accepted and I left the call happy with a solution that was in place.

My broadband and phone services was interrupted on December 8th, when I rang to see why, I was told that my services had been suspended. This was despite the deal agreed in the previous phone call. 
I made a €50 payment, and the lady I was speaking to in Credit Management reconnected my calls and broadband.

The following day (the 9th), I got a letter dated the 4th, saying that my services will be suspended on the 10th if i do not make contact immediately. Despite the phone call of a few days earlier...

So my ability to make phone calls are back in a matter of minutes, and my broadband returns in 4 or 5 hours or so and Al's happy again... It didn't last however.

I lost broadband connectivity again the following day, and i rang again, and logged a fault with the system. I called the following day only to be told that it was "probably storm damage" by a most unhelpful agent. She said I had to wait for an engineer to call....

So an engineer rang me off a mobile on Friday morning, the 12th, and when i explain whats happened he tells me that the lady in Credit Management made an error when reactivating my services and didnt set it up as a Broadband account, only doing it as a PSTN (phone only) account.

So my next call (again) was to Eircom customer care - explained what the engineer had told me, and the rep that answered the call was obviously in a horrible position, realising that eircom had messed up, but couldn't say as much. What kinda got me annoyed was the fact that I was told during the course of this call that it was going to take 5 working days because my broadband had to be re-ordered.

But it doesn't end there - the rep (Jason) that I was speaking with put me on hold for a couple of minutes only to come back on the phone to me to say that it was now going to take TEN working days to reestablish my connection, as someone had "taken over my port in the exchange" - Jason apologised profusely and I compliment him on his clarity in explaining what had actually happened. 

Bottom line is now that I am looking at Christmas without an internet connection. I am using the data connection on my phone at the minute to connect the laptop. Far from ideal.

So as a result of this, I wonder if the following questions can be answered.
______


1. Why was my account not re-established correctly by rep in Credit Management?

2. Why did I have Broadband for a short time after the call to Credit Management if it was only set up as a PSTN account?

3. Why did the very unhelpful lady in faults fob me off by telling me that my problem was "probably storm damage"?

4. Why should it take 5 working days to re-order my broadband when I had been a customer for 12 months?

5. Is taking over my port a manual task, as in pulling a cable out at exchange? And if so why in God's name would someone do that?

6. Does Eircom think it's acceptable that I was left without a service for days and weeks?

7. Considering the fault with me losing service was Eircom's, why were all the stops not pulled out to get it back up?

8. Why was the letter of the 4th sent at all, when I had already made contact and arranged a payment plan with Eircom?

9. Why was service withdrawn on the 8th, despite the letter (which i hadn't received yet) saying it should have been the 10th?

10. When am I going to have my internet connection fixed?

_____

And I'm not into having all of this done via PM by the way, so the answers to the above questions can be posted on thread, as I'm sure other posters may have an interest in them too. I'll gladly provide account details etc via PM.

Thank you, 

TonyGately

Good luck with them Alan,  please make sure you get them to clarify if your "new"  connection ties you in to a new 12 month or worse an 18 month contract.  
If you think I am joking trust me I am not,  about 16 months ago our router stopped working and was told it was because it was an original model that was no longer compatible due to upgrades in their exchange... Grand I said send me a new one to allow me to continue using a service I was paying for... 
Wait for it.. Here come an Eircom classic.... 
I was asked how I would like to pay for the new router that was required in order for me to get a service that I was paying monthly for that no longer worked due to THEIR upgrades... 
They wanted somewhere around the €90 mark or I could have it free if I took out another contract. 
EIRCOM... REALLY. 
The sooner the better there is some competition to the pathetic Internet speeds that Eircom give us here the better.
Rant over... God my blood boils even hearing the name Eircom.

eircom: Alan

Hello Al Capwned

I am genuinely sorry to hear of this experience, please do feel free to PM me your eircom account number and I will look in to this further for you.

Thanks
Al

Al Capwned

Done Alan Thanks

eircom: Alan

Al Capwned wrote: »

Done Alan Thanks

Thanks for the details Al Capwned

I am awaiting clarification from broadband operations and as soon as I have more information I will let you know.

I can see that the order for broadband is placed but is queued at present - I have noted your urgency and apologise for the inconvenience this has caused especially in light of the time of year that it is.

As soon as I have more information I'll let you know right away.

Thanks
Al

Al Capwned

Really frustrated that I haven't heard anything further on this...

I mean how long does it take for broadband operations to clarify something... And I'd be interested to see what Eircom consider as a working day over the Christmas period. It's unfortunate that our needs for your service don't cease on a weekend or a public holiday.

eircom: Tony

Al Capwned wrote: »

Really frustrated that I haven't heard anything further on this...

I mean how long does it take for broadband operations to clarify something... And I'd be interested to see what Eircom consider as a working day over the Christmas period. It's unfortunate that our needs for your service don't cease on a weekend or a public holiday.

Hi Al
apologies for delay. We have chased this again and will be back to you, though we are unlikely to have any update before Friday.
Tony

mister gullible

My experience with Eircom was that I signed up to standard broadband for a year, the broadband speed was appalling and nowhere near what was advertised and I would have to pay a chunk of money to cancel be so the solution I was offered was efibre. This meant, however a mandatory 18 month contract. I went with this reluctantly as I felt I had no alternative but would never recommend Eircom to anyone I know. 

Al Capwned

@ Tony.

There's a list of questions that I'd like your customer care team to answer.
I would imagine that a lot of these answers could be posted without the need to contact broadband operations.
Regards, Alan.

dub45

Given the way this customer has been treated the ensuing lack of urgency on anyone's part on the Eircom side is really dismaying.  Anyone can make a mistake and the bona fides of a company can be shown in how they make up for the mistake but this is truly appalling especially given that the customer seems to have been deliberately told lies as well.

Reading the op's initial post it is difficult to believe that anyone on the Eircom side actually had a clue as to what was going on could take charge of the situation to get something done quickly.

How could any independent person reading this thread get any indication that Eircom care in the slightest about their customers?

Al Capwned

Dub45 - that's exactly my feelings on the subject - if someone had have taken charge of it, and even given me an indication as to what had happened (which i still dont really know) well I would have been a lot happier right now.

An answer to number 10 will do for a start, but I will insist on having all of questions in the OP answered.

Little fish

dub45 wrote: »

Given the way this customer has been treated the ensuing lack of urgency on anyone's part on the Eircom side is really dismaying.  Anyone can make a mistake and the bona fides of a company can be shown in how they make up for the mistake but this is truly appalling especially given that the customer seems to have been deliberately told lies as well.

Reading the op's initial post it is difficult to believe that anyone on the Eircom side actually had a clue as to what was going on could take charge of the situation to get something done quickly.

How could any independent person reading this thread get any indication that Eircom care in the slightest about their customers?

You hit the nail on the head there Dub45, Eircom don't care in the slightest about their Customers. I feel physically ill every time I receive an email or letter from Eircom and I can feel my heart rate rising even before I have read their latest correspondence.

Al Capwned

eircom: Tony wrote: »

Hi Al
apologies for delay. We have chased this again and will be back to you, though we are unlikely to have any update before Friday.
Tony

Before Friday I can (sort of) understand. It's Monday evening now. 9pm.

It's extremely frustrating not to know if anything is being done.

Little fish

He never said which Friday !

Al Capwned

Yet another day gone without any contact from Eircom. My patience is wearing thin.....

Kalyke

Al Capwned wrote: »

Yet another day gone without any contact from Eircom. My patience is wearing thin.....

If they have a Facebook page post ALL of your OP on there. And be more persistent  on here. Post hourly. Over the past year I have had shocking customer relations problems with Vodafone, Garmin and to a lesser extent Eircom. The Vodafone and Garmin issues were effectively ignored until I went "after" them on Facebook! 

eircom: Alan

Al Capwned wrote: »

Yet another day gone without any contact from Eircom. My patience is wearing thin.....

Hi Al Capwned

I am sorry for the delays in restoring your broadband, the delays have indeed extended well beyond the expected time-frame. The reason for the account/broadband not being resorted is due to technical issues at the exchange level in relation to the unavailability of reserved ports. I'll be unable to offer further details on the technical aspects beyond this however I can assure you that I will chase this up in requesting urgency in restoring the broadband.

You should not have been advised that this was created by storm Damage when you called- that is not the case and I would like to apologies for this. You have also asked if taking over your port is a manual task, as in pulling a cable out at exchange and I can clarify that it's not so directly physical/manual as that (although technicians will be required) however I'll be unable to go in to such infrastructural detail that could totally explain works required as it's simply not available to us.

It's certainly not acceptable that you have been left without service for so long - I can assure you this is not considered acceptable Al.

In relation to the payment plan you had agreed: I have looked in to the records on the agreed payment plans and there is no record of request to set up a payment plan before the 12th of December (after the broadband had been ceased on the 10th of December). I understand for from your above post that a payment plan of €25 per week was agreed and there should have been a record of this set up - apologies AL, this is also an area where I can fully understand your disappointment. I can see payments of €25 received on the 10th and 21st of November and then €31.39 received on the 5th of December but I don't see payments received on a weekly basis of €25.

As I touched on above, the broadband should be back active by now as advised on the 12th of December in light of agreements with eircom credit management. I would like to assure that I will chase this up for you and do all that is possible to have you back online as soon as possible.

Thanks
Al

dub45

So in reality in spite of the customer being treated appallingly, including being deliberately lied to, Eircom have nothing concrete to say about the prospects of provision of service.

Again I ask why should anyone do business with a company that behaves in this manner?

eircom: Tony

dub45 wrote: »

So in reality in spite of the customer being treated appallingly, including being deliberately lied to, Eircom have nothing concrete to say about the prospects of provision of service.

Again I ask why should anyone do business with a company that behaves in this manner?

Hi dub45, though this case should certainly have been handled more efficiently and better information offered,  there is no instance here of any eircom staff deliberately misleading or lying about cause of issue. Though Al has admitted that he is unable to offer specific timeframe on the technical resolution he is chasing this as a priority and this will be resolved.
eircom do apologise for the delay in getting this resolved and will do all we can to sped this up.
Tony

dub45

So if the op was not lied to where did the 'storm damage' reason come from?

And all you have offered to the customer is 'keep waiting!'

dearg86

dub25, I think Eircom's policy is to keep the customer waiting.... I've been waiting for a resolution for my order since October 1st last year... and still they cannot provide me with an update or an expected completion date.... 

Al Capwned

eircom: Alan wrote: »

Hi Al Capwned

I am sorry for the delays in restoring your broadband, the delays have indeed extended well beyond the expected time-frame. The reason for the account/broadband not being resorted is due to technical issues at the exchange level in relation to the unavailability of reserved ports. I'll be unable to offer further details on the technical aspects beyond this however I can assure you that I will chase this up in requesting urgency in restoring the broadband.

You should not have been advised that this was created by storm Damage when you called- that is not the case and I would like to apologies for this. You have also asked if taking over your port is a manual task, as in pulling a cable out at exchange and I can clarify that it's not so directly physical/manual as that (although technicians will be required) however I'll be unable to go in to such infrastructural detail that could totally explain works required as it's simply not available to us.

It's certainly not acceptable that you have been left without service for so long - I can assure you this is not considered acceptable Al.

In relation to the payment plan you had agreed: I have looked in to the records on the agreed payment plans and there is no record of request to set up a payment plan before the 12th of December (after the broadband had been ceased on the 10th of December). I understand for from your above post that a payment plan of €25 per week was agreed and there should have been a record of this set up - apologies AL, this is also an area where I can fully understand your disappointment. I can see payments of €25 received on the 10th and 21st of November and then €31.39 received on the 5th of December but I don't see payments received on a weekly basis of €25.

As I touched on above, the broadband should be back active by now as advised on the 12th of December in light of agreements with eircom credit management. I would like to assure that I will chase this up for you and do all that is possible to have you back online as soon as possible.

Thanks
Al

Hi Al, 
I find it more than just a little coincidental that my broadband has been reconnected today after this message, though I am glad it is done. 

I want to address a couple of points you made. - i made contact with Eircom on receipt of the first letter, and arranged a €25 euro plan, with a view to reviewing it in a couple of weeks. I'm sure the recordings of my calls could verify this. The subsequent plan I made was for €30 a week, after an initial payment of €50, which was made by Visa Debit. I did not make any of the €30 payments, as I had no service at the time, and this was a decision I made at the time, with Christmas fast approaching. 

You apologise twice in your post, and while I do appreciate you and your colleagues replies, I can't fathom as to why it's taken a month to rectify. Why did it take this long? Straight question, straight answer please.

Considering the fact I was without broadband, and with 3 children getting various tablets, phones etc for Christmas, and indeed to maintain my internet connection, I rang your colleagues at eMobile to get data add on's on my mobile, allowing me to connect my laptop and the various other devices to the internet during the period I had no broadband. This was done so I wouldn't go over the allocated 5GB that is on my current mobile package and be charged huge prices. What will Eircom now do with both the outstanding bill, and the extra costs that I've incurred on my mobile as a result of maintaining connectivity at my home address?

Returning to my OP, I asked the following questions.
1. Why was my account not re-established correctly by rep in Credit Management?
  Not answered

2. Why did I have Broadband for a short time after the call to Credit Management if it was only set up as a PSTN account?
   Not answered

3. Why did the very unhelpful lady in faults fob me off by telling me that my problem was "probably storm damage"?
   You've acknowledged that this shouldn't have happened, and thanks for that. But why did it happen?

4. Why should it take 5 working days to re-order my broadband when I had been a customer for 12 months?
   Not answered

5. Is taking over my port a manual task, as in pulling a cable out at exchange? And if so why in God's name would someone do that?
   Again part answered in that I now understand a technician had to make the decision to do it. But again, I'd like to understand why.

6. Does Eircom think it's acceptable that I was left without a service for days and weeks?
   Answered. Thank You.

7. Considering the fault with me losing service was Eircom's, why were all the stops not pulled out to get it back up?
   Not answered

8. Why was the letter of the 4th sent at all, when I had already made contact and arranged a payment plan with Eircom?
  Not answered

9. Why was service withdrawn on the 8th, despite the letter (which i hadn't received yet) saying it should have been the 10th?
  Not answered

10. When am I going to have my internet connection fixed?
   Rectified. Thank You.

____

I look forward to hearing again from you Alan.

Best regards, 
Alan. 

Al Capwned

Honestly lads, if this wasn't as serious, it'd actually be quite funny. I left it three hours or so to generate this post, as if I had posted immediately, I would have been apologising for what I said.

Not ten minutes after my previous post. I got the following email...... I laughed, before the frustration and anger set in.

My eircom


Bill Notification


Dear Alan,
[font=arial, sans-serif]Your bill amount is €snip.[/font]
[font=arial, sans-serif]Once you login to My eircom, you can view a PDF of your bill, your bill summary and the itemised details of your bill online.[/font]
[font=arial, sans-serif]If you are set up for Direct Debit we will automatically take your payment. If not, you can set up Direct Debit within My eircom.[/font]
[font=arial, sans-serif]You can also pay your bill securely & conveniently once you login.[/font]
[font=arial, sans-serif]If you need help understanding your bill we have a full bill explanation available here.[/font]

Now I do accept that I do have a liability to Eircom, and that a bill should issue. 
I freely admit that part of the total figure is the original figure that the weekly €30 payment plan would have sorted out by now.

What I don't accept however is the following section under the "Your Other Charges" section.

Other Charges
Modem early cease charge 1 Jan 15   €41.14
Reconnection fee 9 Dec 14    €19.05
Broadband early cease charge 1 Jan 15 €87.94




I'd be interested in hearing how this happened also, though I can probably anticipate the "automatically generated by our systems" response.

I do intend on remaining an Eircom customer, probably mainly due to the fact that eFibre is coming to my area in the middle of 2015, but you guys really are not doing yourselves any favours in how this whole thing is being dealt with. 

I'm being completely honest and as transparent as I can be, and I'm sure you can agree that I have been more than patient. I'm hopeful of a satisfactory conclusion.

dub45

Does anyone in Eircom actually have a clue as to what is going on at any time?

Also I would be very concerned if Eircom regard that email as an advance notice under the direct debit scheme rules?

Al Capwned

dub45 wrote: »

Does anyone in Eircom actually have a clue as to what is going on at any time?

Also I would be very concerned if Eircom regard that email as an advance notice under the direct debit scheme rules?

To be fair dub45, the email is just a notification that my bill is available to view online. I've just copied the text from the email and the bill summary online. 

The direct debit setup is and has been the same as any other I've only set up.

As regards anyone having a clue, I really do hope so - I'd say the conclusion of this thread will probably answer that question for you. 

dub45

Under the dd scheme rules you are entitled to 14 days notice and the debit date - the email did not say when the amount would be debited.

The thread to date has answered my question:rolleyes:

Al Capwned

dub45 wrote: »

Under the dd scheme rules you are entitled to 14 days notice and the debit date - the email did not say when the amount would be debited.

The thread to date has answered my question:rolleyes:

The email didnt no.
But the PDF of the bill does.

Al Capwned

I'm disappointed not to have had a reply to this today.

dub45

Al Capwned wrote: »

dub45 wrote: »

Under the dd scheme rules you are entitled to 14 days notice and the debit date - the email did not say when the amount would be debited.

The thread to date has answered my question:rolleyes:

The email didnt no.
But the PDF of the bill does.

The rules of the scheme require the company to "Notify" the customer and do not require the customer to go looking for the date or amount to be billed.

Al Capwned

dub45 wrote: »

Al Capwned wrote: »

dub45 wrote: »

Under the dd scheme rules you are entitled to 14 days notice and the debit date - the email did not say when the amount would be debited.

The thread to date has answered my question:rolleyes:

The email didnt no.
But the PDF of the bill does.

The rules of the scheme require the company to "Notify" the customer and do not require the customer to go looking for the date or amount to be billed.

tbh mate, I'm not too bothered about that at the minute. Bigger fish etc.

dub45

I can imagine but other people read these threads too:

Al Capwned

dub45 wrote: »

I can imagine but other people read these threads too:

I'd really hope they do too.

But I'd hate for the events of the last month concerning my account to be swamped or lost under other issues that aren't part of my complaint, and that could perhaps merit a thread of their own if ya get me. 


Hope I dont sound like a selfish git by saying that, by the way. Honestly don't mean to. 

Al Capwned

I really thought this would have seen some movement today.
Very disappointed

Al Capwned

Soooo.

Anything happening today Reps?

Deenie123

Nah, they're just hoping you'll go away and if you don't, and you keep pressing for an answer, they'll get a mod to ban you and buy them a bit more time. Standard form behaviour, look back at the threads here and you'll see it's happened before

Al Capwned

I'm not going away, but neither am I going to do anything that will get me banned.

I'm a reasonable and patient person and I have faith in the reps, let's give them a chance to get an answer for me. 
There are further steps I can take, such as regulatory bodies etc, but I'd prefer to deal directly with Eircom. 

eircom: Alan

Al Capwned wrote: »

I'm not going away, but neither am I going to do anything that will get me banned.

I'm a reasonable and patient person and I have faith in the reps, let's give them a chance to get an answer for me. 
There are further steps I can take, such as regulatory bodies etc, but I'd prefer to deal directly with Eircom. 

[font=Times New Roman","serif]Hi Al Capwned

You had confirmed in the recent posts that the broadband is now operational, I have looked in to this and I can also see that you are now back online.

Ultimately there were a number of issues created by the disappointing level of support and service offered in the follow up to the wrongful closure of your account. The cease of your account (and posting of letter on the 4^th ) was a result of the agreed payment plan not being logged and I apologise for the inconvenience this has caused.[/font]
[font=Times New Roman","serif]In attempts to restore your account a PSTN line was firstly established (as required for broadband) and unfortunately technical issues in restoring the broadband occurred, ultimately I will be unable to offer you full technical reasoning for the delays in restoring your broadband however there was issues surrounding unavailability of broadband ports at the exchange.[/font]
[font=Times New Roman","serif]The lady should not have advised you that the issues were created by weather. I cannot offer you a reason why she advised you on this but I can confirm this will be looked in to based on the call handling records of your account and treated internally. The most I can do fo[/font]
[font=Times New Roman","serif]Taking over a port is not a manual task and I’ll be unable to offer you further infrastructural details but I can assure you nobody went to the exchange to manually pull out an cables or ports.[/font]
[font=Times New Roman","serif]It is clear that this has created a lot of inconvenience and disappointment for which I would like to express sincere apologies for, I’m glad to see that service is now fully restored.[/font]
[font=Times New Roman","serif] [/font][font=Times New Roman","serif]Should you require further explanations on the errors made you are free to log an official complaint with eircom on free phone 1901 or via the compliance regulator on 1890 229668[/font]
[font=Times New Roman","serif]Thank you[/font]
[font=Times New Roman","serif] [/font]
[font=Times New Roman","serif]Al[/font]

Al Capwned

eircom: Alan wrote: »

Al Capwned wrote: »

I'm not going away, but neither am I going to do anything that will get me banned.

I'm a reasonable and patient person and I have faith in the reps, let's give them a chance to get an answer for me. 
There are further steps I can take, such as regulatory bodies etc, but I'd prefer to deal directly with Eircom. 

Hi Al Capwned

You had confirmed in the recent posts that the broadband is now operational, I have looked in to this and I can also see that you are now back online.

Ultimately there were a number of issues created by the disappointing level of support and service offered in the follow up to the wrongful closure of your account. The cease of your account (and posting of letter on the 4^th ) was a result of the agreed payment plan not being logged and I apologise for the inconvenience this has caused.
In attempts to restore your account a PSTN line was firstly established (as required for broadband) and unfortunately technical issues in restoring the broadband occurred, ultimately I will be unable to offer you full technical reasoning for the delays in restoring your broadband however there was issues surrounding unavailability of broadband ports at the exchange.
The lady should not have advised you that the issues were created by weather. I cannot offer you a reason why she advised you on this but I can confirm this will be looked in to based on the call handling records of your account and treated internally. The most I can do fo
Taking over a port is not a manual task and I’ll be unable to offer you further infrastructural details but I can assure you nobody went to the exchange to manually pull out an cables or ports.
It is clear that this has created a lot of inconvenience and disappointment for which I would like to express sincere apologies for, I’m glad to see that service is now fully restored.
 Should you require further explanations on the errors made you are free to log an official complaint with eircom on free phone 1901 or via the compliance regulator on 1890 229668
Thank you
 
Al

Listen Al, tbh I dont want to get into a long winded thing, getting 3rd parties involved and the likes....

Yes the service is fully restored, but you have not responded about either the outstanding balance, or the additional charges on my most recent bill. 

I thank you for your time in replying, but would appreciate your thoughts on this also. 

THanks, 
ALan 

eircom: Alan

Al Capwned wrote: »

eircom: Alan wrote: »

Al Capwned wrote: »

I'm not going away, but neither am I going to do anything that will get me banned.

I'm a reasonable and patient person and I have faith in the reps, let's give them a chance to get an answer for me. 
There are further steps I can take, such as regulatory bodies etc, but I'd prefer to deal directly with Eircom. 

Hi Al Capwned

You had confirmed in the recent posts that the broadband is now operational, I have looked in to this and I can also see that you are now back online.

Ultimately there were a number of issues created by the disappointing level of support and service offered in the follow up to the wrongful closure of your account. The cease of your account (and posting of letter on the 4^th ) was a result of the agreed payment plan not being logged and I apologise for the inconvenience this has caused.
In attempts to restore your account a PSTN line was firstly established (as required for broadband) and unfortunately technical issues in restoring the broadband occurred, ultimately I will be unable to offer you full technical reasoning for the delays in restoring your broadband however there was issues surrounding unavailability of broadband ports at the exchange.
The lady should not have advised you that the issues were created by weather. I cannot offer you a reason why she advised you on this but I can confirm this will be looked in to based on the call handling records of your account and treated internally. The most I can do fo
Taking over a port is not a manual task and I’ll be unable to offer you further infrastructural details but I can assure you nobody went to the exchange to manually pull out an cables or ports.
It is clear that this has created a lot of inconvenience and disappointment for which I would like to express sincere apologies for, I’m glad to see that service is now fully restored.
 Should you require further explanations on the errors made you are free to log an official complaint with eircom on free phone 1901 or via the compliance regulator on 1890 229668
Thank you
 
Al

Listen Al, tbh I dont want to get into a long winded thing, getting 3rd parties involved and the likes....

Yes the service is fully restored, but you have not responded about either the outstanding balance, or the additional charges on my most recent bill. 

I thank you for your time in replying, but would appreciate your thoughts on this also. 

THanks, 
ALan 

I will investigate the charges you have mentioned above and get back to you as soon as possible.

Thanks
Al

Al Capwned

It's a week now Alan, and no reply, and in the meantime, I've had a bill from eMobile that I am sure you can investigate also for me. 
You'll see my issue when you see the bill. It is very obvious.

I dont accept that this should take this long.

eircom: Alan

Al Capwned wrote: »

It's a week now Alan, and no reply, and in the meantime, I've had a bill from eMobile that I am sure you can investigate also for me. 
You'll see my issue when you see the bill. It is very obvious.

I dont accept that this should take this long.

Hi Al Capwned

I have received confirmation that the additional charges wrongly requested (148.13 ex vat) have now been credited to your eircom account and will appear in your next bill.

If you would like to PM me your emobile account number or NUmber & PIN (including details of the issues) I will request an eMobile representative to look in to this for you


Thanks
Al

Al Capwned

Alan, I pm'd you in the past couple of days (maybe yesterday or Tuesday) with my details. 

I'd appreciate a reply as soon as you can, thanks. 

Al Capwned

Well Alan. Anything on this today?

Al Capwned

Hoping to hear from someone tomorrow Alan.

eircom: Alan

Al Capwned wrote: »

Hoping to hear from someone tomorrow Alan.

Hi Al Capwned

Your request has been escalated to emobile credit management and as soon as I have an update I'll let you know.

Thanks

Al

Al Capwned

eircom: Alan wrote: »

Al Capwned wrote: »

Hoping to hear from someone tomorrow Alan.

Hi Al Capwned

Your request has been escalated to emobile credit management and as soon as I have an update I'll let you know.

Thanks

Al

Ok thanks, 

I'd appreciate if you made it clear to them that the reason for the extra data add-ons for the month of december was because I wanted to maintain an internet connection over the christmans period after the cock ups with my eircom broadband.

Many thanks, Alan. 

Al Capwned

1 week Alan.

eircom: Tony

Al Capwned wrote: »

1 week Alan.

Apologies for delay there Al Capwned, I can see Al has escalated thsi to our credit section. I will chase them again today.
I will be back later today or tomorrow with update.
Tony

Al Capwned

eircom: Tony wrote: »

Al Capwned wrote: »

1 week Alan.

Apologies for delay there Al Capwned, I can see Al has escalated thsi to our credit section. I will chase them again today.
I will be back later today or tomorrow with update.
Tony

Another week.....

Al Capwned

And another 4 days.......

Al Capwned

Bump.