Billed for a service Eircom could not provide

JonnyMcC

Hi, 

I am a new Eircom customer, and I have just received my first bill for a home phone and broadband bundle. Let me just explain my situation.

Monday 20th April - My phone line was activated

Thursday 23rd April - My modem arrives, but the internet does not work. I phone Eircom and I am told that my broadband will be activated the next day, once they confirm that I have signed for the delivery of the modem.

Monday 27th April - The internet still is not connected, so I phone Eircom again. I am told that a technician is due to arrive the next day, and he will activate my broadband.

Tuesday 28th April - The internet still is not connected, and my phone line is no longer operational. I ring Eircom from my mobile and am told that they will send another technician to fix the problem.

Wednesday 29th April - a second technician arrives and fixes the problem. He confirms that the first technician had got it wrong, and had accidentally disconnected my phone line.


-


Now, I don't wish to kick up a fuss, but the fact is I've been charged for a service that has not been provided to me. For 9 and a half days I was paying for broadband and not receiving it, and for a day I was paying for a bundle and not receiving any of the service.

Moreover, I was told on 23rd April that my connection would be activated the next day, which was simply not true.

In addition, I had to spend considerable time on hold, and being passed around from department to department in order to fix the problem (on 28th April, I spoke to 5 different people). This was a drain on my time, and it also leaves me with these calls to pay for.

In addition, I had to make numerous calls from my mobile while I was without a phone line on 28th April, leaving me with charges there.

I think it would be reasonable for Eircom to reflect these problems in a reduced bill for the last month, particularly since they conceded themselves that the technician they sent had mistakenly disconnected the phone. Can you help me please?

eircom: Alan

JonnyMcC wrote: »

Hi, 

I am a new Eircom customer, and I have just received my first bill for a home phone and broadband bundle. Let me just explain my situation.

Monday 20th April - My phone line was activated

Thursday 23rd April - My modem arrives, but the internet does not work. I phone Eircom and I am told that my broadband will be activated the next day, once they confirm that I have signed for the delivery of the modem.

Monday 27th April - The internet still is not connected, so I phone Eircom again. I am told that a technician is due to arrive the next day, and he will activate my broadband.

Tuesday 28th April - The internet still is not connected, and my phone line is no longer operational. I ring Eircom from my mobile and am told that they will send another technician to fix the problem.

Wednesday 29th April - a second technician arrives and fixes the problem. He confirms that the first technician had got it wrong, and had accidentally disconnected my phone line.


-


Now, I don't wish to kick up a fuss, but the fact is I've been charged for a service that has not been provided to me. For 9 and a half days I was paying for broadband and not receiving it, and for a day I was paying for a bundle and not receiving any of the service.

Moreover, I was told on 23rd April that my connection would be activated the next day, which was simply not true.

In addition, I had to spend considerable time on hold, and being passed around from department to department in order to fix the problem (on 28th April, I spoke to 5 different people). This was a drain on my time, and it also leaves me with these calls to pay for.

In addition, I had to make numerous calls from my mobile while I was without a phone line on 28th April, leaving me with charges there.

I think it would be reasonable for Eircom to reflect these problems in a reduced bill for the last month, particularly since they conceded themselves that the technician they sent had mistakenly disconnected the phone. Can you help me please?

Hi JonnyMcC

You have a very valid point and it's clear to see apologies are in order here, please feel free to PM me your eircom account number and I will investigate this for you.

Thanks
Al

JonnyMcC

Thanks for your quick reply. I've sent you my number in a PM.

eircom: Alan

JonnyMcC wrote: »

Thanks for your quick reply. I've sent you my number in a PM.

Hi JonnyMcC



I have looked in to the History of your experience so far and I can confirm that I have arranged a credit of €44.58. I would also like to make a sincere apology for the errors and delays in resolving the issues.

If you have any queries in future please let me know

Thanks
Al

JonnyMcC

That's great, I really appreciate that. Thank you for your help.

eircom: Alan

JonnyMcC wrote: »

That's great, I really appreciate that. Thank you for your help.

No problem at all JonnyMcC

Al