Treatment of Elderly Father

SouthernBelle

Last week my 75yo dad reported a problem with his TV reception. He was given an appointment for an Engineer to call between 1 - 5pm (! ) today. He stayed home all afternoon waiting but nobody turned up. He had a missed call on his phone - he didnt hear the phone ringing. He rang back only to be told that he'd missed his appointment - no he didn't, the engineer NEVER CALLED to the house! He was told that a new.appoinent had to be made and the earliest availability is Friday. I think this treatment is outrageous after he waited in all day for a non-existent appointment!

eir: Alan

SouthernBelle wrote: »

Last week my 75yo dad reported a problem with his TV reception. He was given an appointment for an Engineer to call between 1 - 5pm (! ) today. He stayed home all afternoon waiting but nobody turned up. He had a missed call on his phone - he didnt hear the phone ringing. He rang back only to be told that he'd missed his appointment - no he didn't, the engineer NEVER CALLED to the house! He was told that a new.appoinent had to be made and the earliest availability is Friday.  I think this treatment is outrageous after he waited in all day for a non-existent appointment!

Hi SouthernBelle

I'm sorry to hear this. A phone call is made to ensure that there is somebody available at the premises before calling out. When phone calls are not answered the call out is cancelled although I can certainly understand your feelings on this.

To arrange another appointment a call to the eir technical support team on 1890260260 will be required. I will of course procide your feedback on this to our networks team.

Thanks
Al

SouthernBelle

The saga continues.

Appointment was rescheduled for today, so again dad stays home. He got a.phome call from the Eir engineer looking for the house. He'd have.been a.long time looking seeing as he was in Portlaois and the house is in Cork!!!!

So another day wasted and still no satisfactorg service from Eir!!

swoofer

what exactly is the problem?  is it evision he has?

SouthernBelle

swoofer wrote: »

what exactly is the problem?  is it evision he has?

Yes. Reception keeps dropping. He has 3 TV's in the house and it's happening on all of them.

swoofer

in other words he has 3 evision boxes linked to a router but more than likely they used powerline adaptors instead of cable and the setup/router is faulty.  Its not rocket science to fix it so I like you am disappointed with eir.  There are quite a few posts on here on the poor treatment meted out to the elderly and then an eir rep will have to cheek to say we only deal with the account holder.   When you are not getting the service you paid for you are within your rights to stop paying and demand a credit.  That evison is pretty dire as well.

can you say location roughly.  Its probably a known issue.  Has he tried re-booting the router, disconnect the 2 rooms and use main box but if they have not use a lan cable to first box it is tricky.  Also re-booting the evision box can wake it up.

jd

eir vision boxes don't use wifi. I'd say it's more likely issues with powerline adapters. Proper ethernet cable is the way to go, if possible.

eir: Alan

SouthernBelle wrote: »

The saga continues.  

Appointment was rescheduled for today, so again dad stays home. He got a.phome call from the Eir engineer looking for the house.  He'd have.been a.long time looking seeing as he was in Portlaois and the house is in Cork!!!!

So another day wasted and still no satisfactorg service from Eir!!

Hi SouthernBelle



I'm really sorry to hear this, would you like to PM me the eir account number is question and I'll seek clarification on when another appointment can be made?


Thanks

Al

SouthernBelle

eir: Alan wrote: »

Hi SouthernBelle



I'm really sorry to hear this, would you like to PM me the eir account number is question and I'll seek clarification on when another appointment can be made?


Thanks

Al

PM sent.

eir: Alan

SouthernBelle wrote: »

eir: Alan wrote: »

Hi SouthernBelle



I'm really sorry to hear this, would you like to PM me the eir account number is question and I'll seek clarification on when another appointment can be made?


Thanks

Al

PM sent.

Thanks for your PM SouthernBelle

I see Pam on Twitter advised you that the appointment is set for Friday but a more specific time frame can't be advised at this stage. I will certainly create a note on this advising the engineer to contact you in advance of calling out and request that it's prioritized.

Apologies for the inconvenience SoutherBelle

Al

SouthernBelle

eir: Alan wrote: »

Thanks for your PM SouthernBelle

I see Pam on Twitter advised you that the appointment is set for Friday but a more specific time frame can't be advised at this stage. I will certainly create a note on this advising the engineer to contact you in advance of calling out and request that it's prioritized.

Apologies for the inconvenience SoutherBelle

Al

And yet again, no Engineer, no phone call.

Funnily enough, one thing that Eir has sent out to my dad is a survey on their service.

eir: Alan

SouthernBelle wrote: »

eir: Alan wrote: »

Thanks for your PM SouthernBelle

I see Pam on Twitter advised you that the appointment is set for Friday but a more specific time frame can't be advised at this stage. I will certainly create a note on this advising the engineer to contact you in advance of calling out and request that it's prioritized.

Apologies for the inconvenience SoutherBelle

Al

And yet again,  no Engineer, no phone call.

Funnily enough, one thing that Eir has sent out to my dad is a survey on their service.

Hi SouthernBelle

Can you please PM me your dads' phone number? I will look in to this further

Thanks
Al