Unresolved Issue - no help from "Customer Service"

tshiggins

I have been waiting 3 weeks for an issue to be resolved with Eir - my phone line was cut off after I ordered a Broadband package. After almost 2 weeks of being bounced around from one representative to another, the line was reconnected with a new number. I have requested on two occasions that this be changed, and was told on Monday October 19th that it would be done. It is now October 28th and nothing has been done.

This issue has been ongoing since late September/early October, and on more than one occasion I have essentially been flatly lied to by representatives. This is totally unacceptable.

eir: Alan

tshiggins wrote: »

I have been waiting 3 weeks for an issue to be resolved with Eir - my phone line was cut off after I ordered a Broadband package. After almost 2 weeks of being bounced around from one representative to another, the line was reconnected with a new number. I have requested on two occasions that this be changed, and was told on Monday October 19th that it would be done. It is now October 28th and nothing has been done.

This issue has been ongoing since late September/early October, and on more than one occasion I have essentially been flatly lied to by representatives. This is totally unacceptable.

Very sorry to hear this tshiggins

Please PM me your eir account number and I'll look in to this and get back to you within 24hrs

Thanks
Al

tshiggins

Well - I suppose after everything I shouldn't be too surprised

Yesterday, Wednesday October 28th at 12:48pm after posting my issue, I was private messaged by an Eir representative, who requested my account number, and told me he'd look into this issue and get back to me within 24 hours.

It is now 3:20pm on Thursday October 29th. Nothing.

I expect i'll have to call back in 7-10 days for an update.

This really is a joke.

eir: Alan

tshiggins wrote: »

Well - I suppose after everything I shouldn't be too surprised

Yesterday, Wednesday October 28th at 12:48pm after posting my issue, I was private messaged by an Eir representative, who requested my account number, and told me he'd look into this issue and get back to me within 24 hours.

It is now 3:20pm on Thursday October 29th. Nothing.

I expect i'll have to call back in 7-10 days for an update.

This really is a joke.

Hi tshiggins

I can assure you that I am not avoiding your issues raised above. I have requested information on your case from a number of area within eir and unfortunately I do not have an update beyond that there is an order requesting your old number to be transferred to your new line (the reference number for this is 1991636)

As soon as I have more information I will get back to you ASAP

Thanks
Al

tshiggins

Thats really not good enough I'm afraid.

Can you please explain why every step in this process has taken so long, and why I have basically had to pester someone for any information at every turn?? After speaking to I don't know how many representatives over the phone, in desperation I had to come here, and still it's like slamming my head off a brick wall.

It's absolutely unbelievable that it took no time at all to cut the phone line off, but it has, at this point, been a month and things still haven't been put back to normal. I don't think it is an especially difficult request, reconnecting a phone line, with the same number. It's not even as if it was an issue of a bill not being paid, in which case I might understand a delay on Eir's end. I never even asked for anything to be done to the line, beyond a Broadband package added to it.

tshiggins

October 31st, still nothing done.
I've just found out that someone has been trying to ring the house on our old number for the past week to tell us her husband is in hospital.
Now, you may wonder why this person wasn't given the new number- as I was told on Monday October 19th that the old number would be restored in "24-48 hours" I didn't see much point.

I'm sick to the back teeth of this whole situation.

tshiggins

Today is Monday November 2nd.

It is now over a month since all of this started, and it has been exactly 2 full weeks since I was told by customer service that my number would be changed back in "24-48 hours". 

I've had enough of this now. I plan to go to the Consumer Complaints Ombudsman, and I have already been in contact with news and media outlets.

This situation is laughable. Basically I have been ignored/lied to/fobbed off by every member of Eir's customer service that i have spoken with since I first contacted them about rectifying their own mistake. As i already mentioned in a previous post, I don't think that my request is anything out of the ordinary, and if this is what everyone who wants their line reconnected or number changed has to go through then I honestly don't know Eir has any customers at all.

On the flip side, there's absolutely no trouble or delay with their billing process.

tshiggins

Called customer service again yesterday, Monday November 2nd, and gave my details and issues to the representative.
After 10 minutes on hold I was informed that he had seen a problem on the the request attached to the account, and had taken it to a senior member of staff, who had fast tracked the problem and it should be rectified within ...24-48 hours.

I enquired as to the nature of this 'problem' and all he could tell me was it was a 'system error'.

I'm skeptical, to say the least, but if it does get resolved this time, all well and good.
I have to wonder why no-one up to now noticed the 'problem' attached to my account, despite my frequent calls.

eir: Alan

tshiggins wrote: »

Called customer service again yesterday, Monday November 2nd, and gave my details and issues to the representative.
After 10 minutes on hold I was informed that he had seen a problem on the the request attached to the account, and had taken it to a senior member of staff, who had fast tracked the problem and it should be rectified within ...24-48 hours.

I enquired as to the nature of this 'problem' and all he could tell me was it was a 'system error'.

I'm skeptical, to say the least, but if it does get resolved this time, all well and good.
I have to wonder why no-one up to now noticed the 'problem' attached to my account, despite my frequent calls.

Hi tshiggins

I completely understand your feelings on this. I have requested a full update on this issue along side requesting urgency in providing a resolution. I should have more information tomorrow

Thanks
Al

tshiggins

Wednesday, November 4th. As another 24-48 hour deadline comes and goes, I can only wonder just how catastrophic this mysterious 'system error' on my account is, and how a 'senior member of staff' who 'fast tracked' my request still wasn't able to sort this out...

The information I was told I should get today by the representative on here didn't materialise either, but at this point that's not really any shock.

Can someone, anyone, please just tell me what is happening here? Why can't this simple request be done? It was disconnected in a heartbeat, so why oh why is it taking 35 days and counting to reconnect the same number? Is there a magic word I need to use?

Pretty please, with sugar on top, can I have my number back??

tshiggins

Spoke to customer service again yesterday, November 5th. I was told my request made the previous Monday had come back as 'unsuccessful'.
At this point I lost the plot completely and demanded to know why this request can't be carried out. I was told there was no reason why it couldn't be done. I was then put on hold for about 10 minutes, after which I was asked to email in a picture of the last bill received on the account - the problem may be the different information on the two accounts.

Why could no-one tell me this before now. Four attempts at changing the number come back as unsuccessful, and I'm by this stage making weekly calls to customer service, but I had to demand information before this was discovered.

Pathetic.

tshiggins

Was lied to again last week after my request dated November 6th wasn't followed through on. I was asked to email a picture of my latest bill in order to get the issue sorted - i did so and was told the number would be swapped by the following Tuesday, November 10th. on November 12th I contacted customer service again to find out why this wasn't done, and was told it was 'in progress' and should be done by the end of the week, ie Friday November 13th. On Friday I arrived home to find a bill from eir, containing a €50 "service charge". 

IT IS NOW MONDAY OCTOBER 16TH AND STILL NOTHING HAS BEEN DONE

eir: Alan

tshiggins wrote: »

Was lied to again last week after my request dated November 6th wasn't followed through on. I was asked to email a picture of my latest bill in order to get the issue sorted - i did so and was told the number would be swapped by the following Tuesday, November 10th. on November 12th I contacted customer service again to find out why this wasn't done, and was told it was 'in progress' and should be done by the end of the week, ie Friday November 13th. On Friday I arrived home to find a bill from eir, containing a €50 "service charge". 

IT IS NOW MONDAY OCTOBER 16TH AND STILL NOTHING HAS BEEN DONE

Hi tshiggins

I can understand your frustration and it is very long to wait for a number swap. I will seek clarification on this today and get back to you soon.

Thanks
Al

tshiggins

It's amazing how you can post up a reply that seems like its helping me out but in actuality is just another fob off.  So far you've told me you were going to 'look in to this and get back to me', 'request information on my case', 'request a full update on this issue along side requesting urgency in providing a resolution' and now you're going to 'seek clarification and get back to me soon'. How soon is soon? 24-48 hours by any chance??

Forgive me if I don't hold my breath. 

Eir is a disgrace and I'm sorry I ever decided to use your "services".

MHI

tshiggins wrote: »

It's amazing how you can post up a reply that seems like its helping me out but in actuality is just another fob off.  So far you've told me you were going to 'look in to this and get back to me', 'request information on my case', 'request a full update on this issue along side requesting urgency in providing a resolution' and now you're going to 'seek clarification and get back to me soon'. How soon is soon? 24-48 hours by any chance??

Forgive me if I don't hold my breath. 

Eir is a disgrace and I'm sorry I ever decided to use your "services".

How you haven't jumped off a bridge yet i don't know

tshiggins

Just to clarify - I'm not just seeking a resolution to this problem on here - I've lost count of how many times i have called customer service and have been told various lies over the past month and a half. 

johndoe99

what a shambles of a company.  New name same ****e.  OP you have some patience.

tshiggins

Has anybody on here actually had any of their issues resolved??

eir: Alan

tshiggins wrote: »

Has anybody on here actually had any of their issues resolved??

Hello tshiggins



I have been assured by efibre escalations that I will have a full update for you tomorrow morning. I understand your reluctance to accept that we wish to help but I can assure you that I am doing all in my power to identify and provide a resolution as soon as possible.


Thanks
Al

tshiggins

The situation has gone from annoying to pathetic to pure farce.

I attempted to contact customer service again this evening, November 16. After being cut off twice, I finally got through on the third attempt. I was put on hold for 16 minutes, after which I was told...wait for this..."the engineer who knows about these things has gone home for the day. I thought he was in the toilet, but he's actually gone home"

This is what I was actually told over the phone. This is the honest to god reason I was given this evening as to why I couldn't be told why the request I first placed almost a month ago could not be answered.

I was then told to ring back tomorrow.

The least I could expect in that situation would be for customer care to take my details AND CONTACT ME BACK.

How juvenile, unprofessional, absolutely incompetent and plain uninterested a response. And this has been EVERY customer service representative I've spoken to - and I'm including you in that Alan. You have been exactly no help so far.

You would think I had asked someone to spin straw into gold or move a mountain.

Alan- if you really want to help me out here then tell me WHY THE HELL THIS SIMPLE REQUEST CAN'T BE DONE??!?

jeamimus

MHI wrote: »

tshiggins wrote: »

It's amazing how you can post up a reply that seems like its helping me out but in actuality is just another fob off.  So far you've told me you were going to 'look in to this and get back to me', 'request information on my case', 'request a full update on this issue along side requesting urgency in providing a resolution' and now you're going to 'seek clarification and get back to me soon'. How soon is soon? 24-48 hours by any chance??

Forgive me if I don't hold my breath. 

Eir is a disgrace and I'm sorry I ever decided to use your "services".

How you haven't jumped off a bridge yet i don't know

Shocking saga of incompetence and ineptitude. I know which company to avoid now.

tshiggins

The following is a blow by blow account of my correspondence with 'Alan', the eir representative


--After my initial post outlining my issues...


28.10.2015 12:48

Very sorry to hear this t shiggins


Please PM me your eir account number and I'll look in to this and get back to you within 24hrs

Thanks
Al

—Alan did not get back to me within 24 hours

29.10.2015 16:45

Hi t shiggins


I can assure you that I am not avoiding your issues raised above. I have requested information on your case from a number of area within eir and unfortunately I do not have an update beyond that there is an order requesting your old number to be transferred to your new line (the reference number for this is 1991636

As soon as I have more information I will get back to you ASAP

Thanks
Al

—Alan did not get back to me ASAP

03.11.2015 16:52


Hi t shiggins


I completely understand your feelings on this. I have requested a full update on this issue along side requesting urgency in providing a resolution. I should have more information tomorrow

Thanks
Al

—Alan up to this point has not given me ANY information beyond the reference number, never mind ‘more’

16.11.2015 14:13

Hi t shiggins

I can understand your frustration and it is very long to wait for a number swap. I will seek clarification on this today and get back to you soon.

Thanks
Al

16.11.2015 16:56

Hello t shiggins



I have been assured by efibre escalations that I will have a full update for you tomorrow morning. I understand your reluctance to accept that we wish to help but I can assure you that I am doing all in my power to identify and provide a resolution as soon as possible.


Thanks
Al


— I wait patiently for absolutely nothing to happen this morning.

swoofer

you need to write to comreg and to the ceo in eir, you are too patient.  In other words you have to create an official complaint.  you can use email to eir and comreg.  a letter to ceo unless you can find his email.

tshiggins

Thanks for the advice swoofer

I contacted Comreg yesterday with all the details of my complaint and copied the email to Eir's customer complaints department - they acknowledged my correspondence and basically told me the clock is ticking for Eir.

Eir have yet to acknowledge receipt of my email or provide me with a reference number.

eir: Alan

tshiggins wrote: »

Thanks for the advice swoofer

I contacted Comreg yesterday with all the details of my complaint and copied the email to Eir's customer complaints department - they acknowledged my correspondence and basically told me the clock is ticking for Eir.

Eir have yet to acknowledge receipt of my email or provide me with a reference number.

Hi tshiggins

I have been informed that the previous attempts to change your parents number to their old one have failed. This is because the old number was in the account name of your mother and the new account is in the name of your father. For security measures a number can only be in the account holders name and as such be transferred to that account holder - I know how backward this seems and I'm sorry for the inconvenience this has caused you and your parents. This issue has now been identified and I have put in place measures that this will not happen again. A new number change order is being placed this morning and I will ensure the previously repeated failures will not happen again.

I will update you later with an advised time-frame as to when the old number will be back on the new line again.

Thanks
Al

tshiggins

Alan, this is EXACTLY what I was told almost two weeks ago on November 5th, after which I was asked to email a picture of the previous bill to a customer service representative.

That representative then told me that a new request had been submitted, and that it should be sorted out by the following Tuesday, November 10th.

On November 11th i contacted customer service again, and was told it was "in progress" and would be completed by the end of the week, ie Friday November 13th.

Yesterday was November 16th, and after been given the runaround on the phone by customer care YET AGAIN, still nothing has been done.

So you're well out of date with that 'information', and if it didn't work the last 5 times, why should I believe you that it's going to work now?

I can guess what your new 'time-frame' is going to be - "24-48 hours" by any chance??

eir: Alan

Hi tshiggins



It's your choice whether you wish to believe me but I can assure you that I'm doing my very best to help.


I do not have a timeframe yet but I will let you know when I do.


I will also ensure this goes through this time around


Al

swoofer

can you quote the email address you used for eir, i want to check something

tshiggins

swoofer

i sent it to  ccm @ eircom.ie - do you know of a different address?

tshiggins

Quite frankly Alan, I simply don't believe you. And I don't know how you could expect me to in all good conscience.

You can't honestly say that this has been handled in any way satisfactorily by eir and their customer service. 

I don't know how it could take aver a month to identify this problem, or why I have been continually fobbed off with new deadlines and completion dates, which then pass by without any contact from the company to inform me of the situation. I don't think it is very professional that I have had to chase up every single little piece of information, and the fact I had to resort to coming on to this forum to try to get anything done is just laughable.

This forum is chock full of unhappy customers - a lot with issues worse than mine. 

Are alarm bells not ringing??

mac.in

tshiggins wrote: »

This forum is chock full of unhappy customers - a lot with issues worse than mine.

+1

eir: Alan

mac.in wrote: »

tshiggins wrote: »

This forum is chock full of unhappy customers - a lot with issues worse than mine.

+1

I'm sorry you feel this way mac.in - Ultimately there's an active account with another service provider at your new premises and eir can't close it. We cannot even gain access to it to close it.

Al

swoofer

that's the correct email and it should send back an auto reply.

eir: Alan

tshiggins wrote: »

Quite frankly Alan, I simply don't believe you. And I don't know how you could expect me to in all good conscience.

You can't honestly say that this has been handled in any way satisfactorily by eir and their customer service. 

I don't know how it could take aver a month to identify this problem, or why I have been continually fobbed off with new deadlines and completion dates, which then pass by without any contact from the company to inform me of the situation. I don't think it is very professional that I have had to chase up every single little piece of information, and the fact I had to resort to coming on to this forum to try to get anything done is just laughable.

This forum is chock full of unhappy customers - a lot with issues worse than mine. 

Are alarm bells not ringing??

Hi tshiggins

I have had confirmation that the new order has been successfully placed and approved. I've been advised that the old number will be back working by tomorrow morning at the latest.

Al

eir: Alan

Hello tshiggins

I can now confirm that your parents now have their old number back. I have called the number to check too.

If there are any further issues with this please let me know and I will be happy to help.

Thanks
Al

tshiggins

At long last - my old number is back in action.


Simple enough in the end really, all I had to do was...




-call customer service on October 6, and was told an engineer would be in contact to arrange to come and check the line




-call again on October 9 after no engineer contacted about the fault I had reported.
(It turned out no engineer was ever coming to check the line)


was also told on this day that nothing could be done at that particular time because the servers were about to be rebooted, and i should call back the following morning (Saturday)




-call again on October 10 (Saturday) was told nothing could be done on a Saturday as engineers weren't around




-call again on October 12




-call again on October 14 - twice (called back after I wasn't called back 'within half an hour' as I was told on the first call




(after this, my line was re-connected with a different number)




-call again on October 15




-call again on October 19




-join the boards.ie eir forum on October 28 and begin posting complaints


-post a complaint on October 29


-post a complaint on October 30


-post a complaint on October 31


-post a complaint on November 2


-post a complaint on November 4


- call customer care agin on November 5


-email a pic of my last bill 
(after which a new request to change the number back was submitted)

-call again on November 12



-post a complaint on November 16




-email a complaint to eir complaints and Comreg on November 16




-call again on November 16 
(cut off twice, on hold 15 minutes before being told the engineer was gone home)



-post a complaint on November 17




don't get me wrong, i'm delighted the issue has been resolved, but this experience has left me drained and severely disillusioned with the company and the service it provides. I absolutely dread any other issues arising with the phone or broadband meaning i'd have to deal with this kind of situation again.


The customer service at eir is beyond deplorable.

swoofer

and when you contacted comreg it got done.

delighted you are sorted.

Xaracatz

Completely unbelievable, and I was surprised by the defensive and sharp responses of the representatives on this thread.

I can't understand the poor level of customer service for a company like eir (or any company!).

eir: Alan

tshiggins wrote: »

At long last - my old number is back in action.


Simple enough in the end really, all I had to do was...




-call customer service on October 6, and was told an engineer would be in contact to arrange to come and check the line




-call again on October 9 after no engineer contacted about the fault I had reported.
(It turned out no engineer was ever coming to check the line)


was also told on this day that nothing could be done at that particular time because the servers were about to be rebooted, and i should call back the following morning (Saturday)




-call again on October 10 (Saturday) was told nothing could be done on a Saturday as engineers weren't around




-call again on October 12




-call again on October 14 - twice (called back after I wasn't called back 'within half an hour' as I was told on the first call




(after this, my line was re-connected with a different number)




-call again on October 15




-call again on October 19




-join the boards.ie eir forum on October 28 and begin posting complaints


-post a complaint on October 29


-post a complaint on October 30


-post a complaint on October 31


-post a complaint on November 2


-post a complaint on November 4


- call customer care agin on November 5


-email a pic of my last bill 
(after which a new request to change the number back was submitted)

-call again on November 12



-post a complaint on November 16




-email a complaint to eir complaints and Comreg on November 16




-call again on November 16 
(cut off twice, on hold 15 minutes before being told the engineer was gone home)



-post a complaint on November 17




don't get me wrong, i'm delighted the issue has been resolved, but this experience has left me drained and severely disillusioned with the company and the service it provides. I absolutely dread any other issues arising with the phone or broadband meaning i'd have to deal with this kind of situation again.


The customer service at eir is beyond deplorable.

Hi tshiggins

It's clear that apologies are clearly in order for these delays and off course for the disappointing level in care taken with these orders. I would also like to sincerely apologies for the inconvenience this has caused your Parents.

I had requested a good will gesture to be arranged by the eir accounts team and a credit for two months of eir phone line rental (2 x €25.78) to be applied to your parents account.

Again, I am very sorry for these delays and for the disappointing experience.

Thanks

Al

tshiggins

I appreciate the apology, and the acknowledgement. 
I also appreciate the goodwill gesture, which roughly equates to the extra "service charge" which appeared on my first bill.

As I already said, I'm happy the issue is resolved, but very wary of any further issues that may arise.

eir: Alan

tshiggins wrote: »

I appreciate the apology, and the acknowledgement. 
I also appreciate the goodwill gesture, which roughly equates to the extra "service charge" which appeared on my first bill.

As I already said, I'm happy the issue is resolved, but very wary of any further issues that may arise.

Thank you tshiggins

Please feel free to contact me should you have need to contact eir in future.

Alan

tshiggins

A little over 2 years ago now I had an eir broadband bundle installed at the address above.

From day 1 I have had nothing but trouble with the service, the company and it's representatives.

eir's service, is worse than useless for me in my area. Broadband download speed is rarely above 1mb,  and upload speeds are non-existent. 

A huge issue arose immediately after the broadband was installed, for which eir were completely at fault, and took almost 2 months to rectify, after tremendous effort on my part, with little or no actual help from eir's customer service.

I'm attaching a transcript of this in word document format. (see attached)


After this issue was settled, on several occasions I have experienced below standard quality from the installed product - the nature of my job allows me to work from home a number of days a month, and on more than one occasion I have had to leave my home office and travel into Enniscorthy town, to use a local hotels free WiFi in order to get my work done.

Essentially I have been paying for a service for almost 2 years that eir have not been providing - and I have now reached the point where I am unwilling to do so any more. 

Just over a month ago, I received an email confirming that my mobile bundle intallation pack would be arriving in the next few days, and thanking me for my order.
I had not ordered any such bundle or service.

I contacted an eir representative and was told to ignore the email, it was spam.


3 days later Nightline contacted me to inform me that the package containing my new mobile phone was en route and would be with me the following morning.


I contacted another eir representative who confirmed that yes, the order had been processed, and installation had indeed been dispatched. 


I then had to go to great effort in order to cancel the order and return the pack.


This is just another example of eir's woeful incompetence regarding customer service - but isn't even the main reason for this complaint, which is as follows.




On several occasions over the last few months, I have been receiving notification from eir that fibre broadband is now available to my address.
I had been ignoring this offer, as I have been trying for quite some time to find an alternative provider, because of the previous issues outlined above.
After the lastest failed attempt to obtain service from another such provider, I was again told by an eir representative that eFibre was available to my address.


I checked the coverage map, and from that it was apparent that it was actually available - see screenshot attached. (This screenshot was taken this morning, Wednesday September 6th.)


I decided to oder the e Fibre package, and was quickly issued an order number -18162959, received an email confirming my order and notification of when the installation would take place - scheduled for today, Wednesday September 6th. On Tuesday September 5th at 4:30pm I received a call from an eir representative outlining how the installation process would go, and what I would need to do.


A little over an hour later, at 5:48, I was called by another eir representative and told that the installation had been cancelled, because fibre broadband is not actually available in my area. 


This is the final straw regarding my relationship with eir.


I had taken a day off work in order to be at home for the installation, and was told at the last possible minute that the installation will now NOT be going ahead because the service offered on more than one occasion IS NOT ACTUALLY AVAILABLE. 


I am beyond incredulous at this point with the constant lies and misrepresentation that I have been subjected to from day one with this company. All I want is a simple broadband connection that actually works as advertised. After 2 years, paying €70 a month, i still haven't gotten anything close to that from eir, and at this point I don't ever expect to.

Every time I have had any occasion to speak to any of the companies customer service representatives I have been lied to - consistently. This is about the only thing that eir can provide consistently - false promises and below par service. The entire company is reprehensible, and I cannot fathom how it is still in business with such a shoddy attempt at service providing and customer care. It's laughable at this point, and I have had enough.


A work colleague has endured a shockingly similar series of events in the last few months, also regarding fibre installation to his home, and had to endure the same level of lies and incompetence from eir regarding the availability of the service - so this is by no means an isolated occurrence.



I'd like to inform you that I don't intend to continue paying for a non-existent service. 


From the moment I send this email, eir has 1 week to provide me with the service I have been promised on more than one occasion at this stage. 
In my view this is 7 days more than the company deserves.  


After that time, if no improvement is forthcoming, I would like the entire service removed with immediate affect  - at this stage I would prefer to have no service at all than continue to pay for the shoddy excuse for broadband I have had to endure for the past 2 years.


At least I won't have to deal with the customer service anymore.  


I would like confirmation from eir that this email has been received and read. I do not want to be contacted with meaningless apologies by any company representatives - if the service I want can be provided, then provide it. If not, then kindly remove the pathetic excuse for broadband service that is currently installed at my address.

tshiggins

A little over 2 years ago now I had an eir broadband bundle installed at the address above.

From day 1 I have had nothing but trouble with the service, the company and it's representatives.

eir's service, is worse than useless for me in my area. Broadband download speed is rarely above 1mb,  and upload speeds are non-existent. 

A huge issue arose immediately after the broadband was installed, for which eir were completely at fault, and took almost 2 months to rectify, after tremendous effort on my part, with little or no actual help from eir's customer service.

I'm attaching a transcript of this in word document format. (see attached)


After this issue was settled, on several occasions I have experienced below standard quality from the installed product - the nature of my job allows me to work from home a number of days a month, and on more than one occasion I have had to leave my home office and travel into Enniscorthy town, to use a local hotels free WiFi in order to get my work done.

Essentially I have been paying for a service for almost 2 years that eir have not been providing - and I have now reached the point where I am unwilling to do so any more. 

Just over a month ago, I received an email confirming that my mobile bundle intallation pack would be arriving in the next few days, and thanking me for my order.
I had not ordered any such bundle or service.

I contacted an eir representative and was told to ignore the email, it was spam.


3 days later Nightline contacted me to inform me that the package containing my new mobile phone was en route and would be with me the following morning.


I contacted another eir representative who confirmed that yes, the order had been processed, and installation had indeed been dispatched. 


I then had to go to great effort in order to cancel the order and return the pack.


This is just another example of eir's woeful incompetence regarding customer service - but isn't even the main reason for this complaint, which is as follows.




On several occasions over the last few months, I have been receiving notification from eir that fibre broadband is now available to my address.
I had been ignoring this offer, as I have been trying for quite some time to find an alternative provider, because of the previous issues outlined above.
After the lastest failed attempt to obtain service from another such provider, I was again told by an eir representative that eFibre was available to my address.


I checked the coverage map, and from that it was apparent that it was actually available - see screenshot attached. (This screenshot was taken this morning, Wednesday September 6th.)


I decided to oder the e Fibre package, and was quickly issued an order number -18162959, received an email confirming my order and notification of when the installation would take place - scheduled for today, Wednesday September 6th. On Tuesday September 5th at 4:30pm I received a call from an eir representative outlining how the installation process would go, and what I would need to do.


A little over an hour later, at 5:48, I was called by another eir representative and told that the installation had been cancelled, because fibre broadband is not actually available in my area. 


This is the final straw regarding my relationship with eir.


I had taken a day off work in order to be at home for the installation, and was told at the last possible minute that the installation will now NOT be going ahead because the service offered on more than one occasion IS NOT ACTUALLY AVAILABLE. 


I am beyond incredulous at this point with the constant lies and misrepresentation that I have been subjected to from day one with this company. All I want is a simple broadband connection that actually works as advertised. After 2 years, paying €70 a month, i still haven't gotten anything close to that from eir, and at this point I don't ever expect to.

Every time I have had any occasion to speak to any of the companies customer service representatives I have been lied to - consistently. This is about the only thing that eir can provide consistently - false promises and below par service. The entire company is reprehensible, and I cannot fathom how it is still in business with such a shoddy attempt at service providing and customer care. It's laughable at this point, and I have had enough.


A work colleague has endured a shockingly similar series of events in the last few months, also regarding fibre installation to his home, and had to endure the same level of lies and incompetence from eir regarding the availability of the service - so this is by no means an isolated occurrence.



I'd like to inform you that I don't intend to continue paying for a non-existent service. 


From the moment I send this email, eir has 1 week to provide me with the service I have been promised on more than one occasion at this stage. 
In my view this is 7 days more than the company deserves.  


After that time, if no improvement is forthcoming, I would like the entire service removed with immediate affect  - at this stage I would prefer to have no service at all than continue to pay for the shoddy excuse for broadband I have had to endure for the past 2 years.


At least I won't have to deal with the customer service anymore.  


I would like confirmation from eir that this email has been received and read. I do not want to be contacted with meaningless apologies by any company representatives - if the service I want can be provided, then provide it. If not, then kindly remove the pathetic excuse for broadband service that is currently installed at my address.

tshiggins

This is a follow up to the email sent last Wednesday September 6 regarding my dissatisfaction with eir, their broadband service and customer service.

I am sorry - but unsurprised - to have to say that after more correspondence with eir and their customer service departments, I am no closer to any kind of resolution regarding my continuing broadband service issues. In fact, if anything, the situation is worse, and the sheer incompetence of the company is even more apparent now than it was a week ago.

I have contacted customer service regarding my issue on several occasions, yet not one representative can give me a definitive answer on WHY I am continually being told that I can get fibre broadband to my home, when CLEARLY I CANNOT. My installation on Wednesday September 6 was cancelled on Tuesday evening September 5 last, at 5:50pm, after I had taken the following day off work to facilitate. After contacting customer service to find out what the issue was, I was informed that fibre would not be available in my area now until October 8th. (It was stressed on more than one occasion that this date was a "provisional forecast" - I take that to mean it won't happen then either.)

On Friday September 8 I received a notification from eir to my mobile phone requesting that I contact a number provided regarding my installation - only to be simply informed that my previous installation had been cancelled - another pointless waste of my time.

To add absolute insult to this, on that same Friday, an eir representative physically approached the home of one of my close neighbours, just 2 houses away, to inform them that fibre broadband is now available to their home.


FIBRE BROADBAND IS CLEARLY, CLEARLY NOT AVAILABLE IN  MY AREA. SO WHY WHY WHY DO EIR KEEP PUSHING THIS SERVICE WHEN THEY CANT EVEN PROVIDE BASIC BROADBAND??


As I have previously stated, my current broadband service is so pathetically bad that on days when I work from home, I have to leave my home office and travel to Enniscorthy town to use another providers broadband. I cannot use Netflix or similar streaming services because of the poor quality of my connection. After a burglary in my home a short time ago I am now installing a home security system that requires an internet connection to allow cctv surveillance recording and remote access. This will not function properly with my current connection. 

eirs failure to provide the basic service I'm paying for is now having a severe impact on my professional and personal life, as well as my sense of security and wellbeing in my own home, also the home of my elderly parents.

I simply cannot understand how in this day and age, even a half decent broadband connection cannot be provided to a residential property that sits on a main road just 3 miles from a large urban area.

By far the most frustrating aspect of this situation is eirs continuing insistence that their service is available in my home when it is clearly not. 
Yesterday I received a letter from eir, which I assumed was some kind of correspondence acknowledging the ongoing situation.

It was, however, a letter informing me that Ireland's fastest broadband has arrived at my home.

I'm honestly at the end of my tether with eir. Literally the only thing keeping me with the company is the fact that I can't get ANYONE else to provide a service in my area. Yet.

As soon as I can I will be switching service providers - because at this point, the fact that I would still have to deal with the company in any way is enough to put me off going ahead with an upgrade.

tshiggins

eirs response

Dear Tom,
First of all I would like to express sincerest apologies on behalf of eir for any inconvenience caused regarding your recent service query and the subsequent customer journey.
Upon reviewing your account, I can see that the order was placed on 01/09/2017 due to the reason that fibre is available at your premises. Please be advised that the sale had been processed by our representative under the note that the prequalification results on your line shows the fibre availability at your premises. I have attached screenshots of the same for your kind reference.
Unfortunately, we are unable to check the activation of DP connected to your line due to limited system visibility unless an order is placed for fibre. This is the reason our Sales representative had advised you regarding the fibre and I regret that this has caused you inconvenience so far.
Once the order was placed, this was moved to the Wholesale team who has informed us that your line actually qualifies for fibre but the problem is with the inactive DP which is causing the delay in this case. I understand your frustration that this has been forecasted for October 2017 but regrettably we are not is a position to push this earlier as it involves external work completion before installing the services at your premises.
However, understanding your concern, I have escalated this to the Wholesale team to check if the process can be sped up and awaiting a response from them. I will get back to you once there is an update from them.
Also, I feel sorry for your dissatisfaction with our customer service. I can advise that I have spoken to the Senior Management Team to advise of the problems you have experienced while attempting to query your order. In turn I can confirm that this instance of poor service will be dealt with internally and additional checks implemented to avoid such errors in future.
If you have any further queries please call our Customer Care team on 1901 or chat with us on www.eir.ie/chatnow or reply to this email and we will be delighted to assist you.

tshiggins

It goes without saying that I am deeply, deeply disappointed and frustrated at this response.
On 3 separate occasions within the text it is mentioned that fibre is available to my home. It quite plainly is NOT. You then go on to explain that you "are unable to check the activation of DP connected to your line due to limited system visibility unless an order is placed for fibre".
There is no explanation as to what "DP" is, or how this effects my connection - so I am literally none the wiser as to why the company cannot/will not provide the service they have offered.

So am I to understand that the situation is that eir has no way of knowing if a premises can actually be connected to the fibre network until an order is placed, yet continue to sell the service regardless?
Fibre has been pushed and pushed to me by eir over the last several months, and now I'm told that you have been upselling this service WITHOUT ACTUALLY KNOWING IF IT CAN ACTUALLY BE PROVIDED??
Surely this is backwards. 
This situation is causing a lot of stress and consternation in both my personal and professional life, and as I can't honestly foresee a resolution any time soon, I am at my wits end wit eir and their shoddy service.

eir: Adam

tshiggins wrote: »

It goes without saying that I am deeply, deeply disappointed and frustrated at this response.
On 3 separate occasions within the text it is mentioned that fibre is available to my home. It quite plainly is NOT. You then go on to explain that you "are unable to check the activation of DP connected to your line due to limited system visibility unless an order is placed for fibre".
There is no explanation as to what "DP" is, or how this effects my connection - so I am literally none the wiser as to why the company cannot/will not provide the service they have offered.

So am I to understand that the situation is that eir has no way of knowing if a premises can actually be connected to the fibre network until an order is placed, yet continue to sell the service regardless?
Fibre has been pushed and pushed to me by eir over the last several months, and now I'm told that you have been upselling this service WITHOUT ACTUALLY KNOWING IF IT CAN ACTUALLY BE PROVIDED??
Surely this is backwards. 
This situation is causing a lot of stress and consternation in both my personal and professional life, and as I can't honestly foresee a resolution any time soon, I am at my wits end wit eir and their shoddy service.

Hi tshiggins,

I do sincerely apologise for all of the issues that you have experienced since signing up with us. I have responded to your PM about this.

- Adam