The Eircom Efibre/Evision Nightmare continues

machalla

I am posting this as a warning to anyone considering taking up broadband services with Eircom.  The below has been our experience.

I also posted a previous thread here that details some of this

Installation system crashed

To summarise (more details below) :  

- An order for efibre/evision was sent via the Website on 8th March, all details requested were provided at that time (phone number, current provider, UAN).

- 23rd March Eircom take our original phone number with no explanation as to why this happened.  They have claimed at different times that it will take 5-10 days to resolve this.

- They have communicated no dates to rectify the installation of broadband and evision as they were supposed to do on the 23rd March.

- They have been continually unhelpful and unable to resolve this situation or even communicate as to what they propose to do about this.

Full details

---

8th March submitted Efibre/Evision request to move from Vodafone.

Receieved an email confirming details and suggested installation date of 13th March.

We received notification on the 12th March that the installation on the
13th would not go ahead. The 23rd of March was proposed as a new date and
accepted.

No notification was sent to confirm this date. We requested a confirmation
of the appointment on the morning of the 23rd and we were told that the appointment system had "crashed" and to call back in the afternoon. We did so and were told an engineer would call before 5pm that day.

At 4.55pm on the 23rd two KN staff turned up to install the new broadband as we understood it. They installed a new phone line and that was it. The old
phone number which should have been transferred across was
gotten rid of and a new phone number was put in place. We
were told if we wanted to keep the old number we needed to contact Eircom
directly.

They then left with no installation of broadband, evision or at that time
even a working phone.

The KN staff called later on to verify that the "new" number was working which is more polite than any member of Eircom staff has managed to date.

We then called Eircom to try to understand what exactly had happened. We
were told that Eircom had to request the original phone number to be
transferred from Vodafone. It was claimed this would happen in 5 working days.

On the 24th March Eircom were contacted via web chat to determine how the transfer of the original number was proceeding from Vodafone.  I was informed that this would take up to 10 working days, not 5 as had been stated.  On attempting to find out if the supposed date for installation of broadband had been set as the 30th March (5 working days in effect) apparently there is no booking for installing anything at this point.  The person on web chat then claimed they had no access to that system and became very unhelpful when queried about what Eircom proposed to do to resolve this situation promptly.

An attempt to register a complaint with Eircom has been stymied due to "Data protection reasons". 

The most recent call to Eircom resulted in Eircom putting the phone down on us as they had no answer as to why they were have told us different stories at  different points.

That is our experience to date.