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Getting the runaround by eir

  • 19-10-2016 4:56pm
    #1
    clansman
    Registered Users, Registered Users 2 Posts: 896 ✭✭✭


    I recently moved into a new home and ordered efibre and this is my story;

    19/8: Signed up for efibre via chat and the installation was confirmed for 26/8.


    24/8: Asked for an update. eir changed my install date to the 2/9 without telling me. I lost a day’s holidays over this.


    2/9: efibre install failed due to my distance to the exchange.


    5/9: Called eir to order adsl. A new account was crested and all details given again.

    7/9: Adsl router arrived - BB working and was getting good speeds of 13mbs 

    29/9: web chat with eir to increase my broadband profile due to my good speed. I was told that I could get fibre?? WFT??
    I was informed "a new fibre connection is available now and it is possible for you to get the fibre line. This is like an extension of the fibre line." by the tech team
    Knowing that I was not within distance I asked "but if my house is not with in the distance how can I get 80mb?"
    Eir: "Normally it is not possible to get the fibre connection if th property is beyond 700 metres. However this is a new option being introduced where the line can be extended. "

    I was then informed to call 1800303600 to place the order. I called the number and asked the agent to make sure that when the connection fails (like it did before) that i would have my DSL intact. I was assured that everything would be ok if the connection fails.

    8/10: efiber install failed. Old routed connected and Adsl was working like before -~13.5mbs DL.


    10/10:  AdsL broadband DISCONNECT!!. Called eir and was told as my account was deactivated. Told the agent my story as asked to active my account and to put the same adsl package back on it. This done and was told 24 to 48 hours. 

    13/10: New adsl routed arrived. No BB called tech support and they said it should be actived in the coming days.

    14/10: called customer care and was told there was an error in my account and I will get a call in 3 days working days by the back office.

    19/10: @ 5pm (3 working days later no call back)…. So I called eir and was told that the back office will call me back in 48 hours?

    WTF is going on.
    Can some one fix this mess?


Comments

  • #2
    Eir: Pamela
    Closed Accounts Posts: 2,797 ✭✭✭Eir: Pamela


    clansman wrote: »
    I recently moved into a new home and ordered efibre and this is my story;

    19/8: Signed up for efibre via chat and the installation was confirmed for 26/8.


    24/8: Asked for an update. eir changed my install date to the 2/9 without telling me. I lost a day’s holidays over this.


    2/9: efibre install failed due to my distance to the exchange.


    5/9: Called eir to order adsl. A new account was crested and all details given again.

    7/9: Adsl router arrived - BB working and was getting good speeds of 13mbs 

    29/9: web chat with eir to increase my broadband profile due to my good speed. I was told that I could get fibre?? WFT??
    I was informed "a new fibre connection is available now and it is possible for you to get the fibre line. This is like an extension of the fibre line." by the tech team
    Knowing that I was not within distance I asked "but if my house is not with in the distance how can I get 80mb?"
    Eir: "Normally it is not possible to get the fibre connection if th property is beyond 700 metres. However this is a new option being introduced where the line can be extended. "

    I was then informed to call 1800303600 to place the order. I called the number and asked the agent to make sure that when the connection fails (like it did before) that i would have my DSL intact. I was assured that everything would be ok if the connection fails.

    8/10: efiber install failed. Old routed connected and Adsl was working like before -~13.5mbs DL.


    10/10:  AdsL broadband DISCONNECT!!. Called eir and was told as my account was deactivated. Told the agent my story as asked to active my account and to put the same adsl package back on it. This done and was told 24 to 48 hours. 

    13/10: New adsl routed arrived. No BB called tech support and they said it should be actived in the coming days.

    14/10: called customer care and was told there was an error in my account and I will get a call in 3 days working days by the back office.

    19/10: @ 5pm (3 working days later no call back)…. So I called eir and was told that the back office will call me back in 48 hours?

    WTF is going on.
    Can some one fix this mess?
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]Hi [/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif]clansman,[/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]Thanks for getting in touch. I'm so sorry to hear this & of the issues you have experienced. [/font]


    [font=Verdana, sans-serif]Can you PM me your account number & account name & I will take a look into this.[/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]-Pamela [/font]

     


  • #3
    Eir: Pamela
    Closed Accounts Posts: 2,797 ✭✭✭Eir: Pamela


    clansman wrote: »
    I recently moved into a new home and ordered efibre and this is my story;

    19/8: Signed up for efibre via chat and the installation was confirmed for 26/8.


    24/8: Asked for an update. eir changed my install date to the 2/9 without telling me. I lost a day’s holidays over this.


    2/9: efibre install failed due to my distance to the exchange.


    5/9: Called eir to order adsl. A new account was crested and all details given again.

    7/9: Adsl router arrived - BB working and was getting good speeds of 13mbs 

    29/9: web chat with eir to increase my broadband profile due to my good speed. I was told that I could get fibre?? WFT??
    I was informed "a new fibre connection is available now and it is possible for you to get the fibre line. This is like an extension of the fibre line." by the tech team
    Knowing that I was not within distance I asked "but if my house is not with in the distance how can I get 80mb?"
    Eir: "Normally it is not possible to get the fibre connection if th property is beyond 700 metres. However this is a new option being introduced where the line can be extended. "

    I was then informed to call 1800303600 to place the order. I called the number and asked the agent to make sure that when the connection fails (like it did before) that i would have my DSL intact. I was assured that everything would be ok if the connection fails.

    8/10: efiber install failed. Old routed connected and Adsl was working like before -~13.5mbs DL.


    10/10:  AdsL broadband DISCONNECT!!. Called eir and was told as my account was deactivated. Told the agent my story as asked to active my account and to put the same adsl package back on it. This done and was told 24 to 48 hours. 

    13/10: New adsl routed arrived. No BB called tech support and they said it should be actived in the coming days.

    14/10: called customer care and was told there was an error in my account and I will get a call in 3 days working days by the back office.

    19/10: @ 5pm (3 working days later no call back)…. So I called eir and was told that the back office will call me back in 48 hours?

    WTF is going on.
    Can some one fix this mess?
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]Hi [/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif]clansman,[/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]Thanks for getting in touch. I'm so sorry to hear this & of the issues you have experienced. Can you PM me your account number & account name & I will take a look into this.[/font]
    [font=Verdana, sans-serif] [/font]
    [font=Verdana, sans-serif]-Pamela [/font]

     


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