Cancel Eir broadband while on contract due to poor connection and service.

sugchand

I am struggling with a faulty broadband for past 10 days and none of eir fix make any difference.
The internet is keep disconnecting and whenever I called the technical team they said all good from their side.
Even after the modem replacement and engineer visit, the story is same. 
The internet is consistently disconnecting. 

Funny thing is that the offered internet speed for us is 3Mbps(are we still in 21st century??) due to no fibre lines in my area. Fine, But the speed goes down even below 1mbps at peak time(in the evening):eek:

Now there is no connection/internet disconnect on top of this.:mad:
I am seriously considering cancelling the service , and here comes the fabulous customer care support from eir.
The cancellation team have only one response, "you cannot cancel service(Yes ,they call  the device that only blinks light randomly as a BROADBAND SERVICE), as you are on contract, contact technical team for fix the issue". 

This is even after spending hours of talking with technical team. They dont have any clue on whats the issue.

I am really fed up the service. How to cancel it. Should I have to pay the cancel fee even for this.

Ultimanemo

I would say complain to the comreg and see what will happen

TomOnBoard

Ultimanemo wrote: »

I would say complain to the comreg and see what will happen

You will have to make an official complaint to Eir first. This complaint must be made in writing in accordance with Eir's complaints process and allocated a complaint reference number by Eir. Comreg will only accept a complaint from you after it has been dealt with by Eir.

That said, do absolutely start that process towards making an official complaint. Document everything and follow up every phone call with an email to Eir so that you have a good trail. Otherwise you will not have evidence of inaction by Eir that you will need if you do end up making a complaint to Comreg.

Ultimanemo

TomOnBoard wrote: »

You will have to make an official complaint to Eir first. This complaint must be made in writing in accordance with Eir's complaints process and allocated a complaint reference number by Eir. Comreg will only accept a complaint from you after it has been dealt with by Eir.

That said, do absolutely start that process towards making an official complaint. Document everything and follow up every phone call with an email to Eir so that you have a good trail. Otherwise you will not have evidence of inaction by Eir that you will need if you do end up making a complaint to Comreg.

I guess that is the case, but it is only paper work it is not expensive to do, after the process you try to get a refund for the period of bad service and most importantly when companies find themselves brought to the regulator more often they may treat their customers better.

sugchand

Thank you Ultimanemo and TomOnBoard 
Just to confirm, Is the complaint has to be over snail mail? I did a complaint through eir fault report webpage ? Does it enough for the complaint to comreg?

TomOnBoard

sugchand wrote: »

Thank you Ultimanemo and TomOnBoard 
Just to confirm, Is the complaint has to be over snail mail? I did a complaint through eir fault report webpage ? Does it enough for the complaint to comreg?

If you complain through a webpage, did all the points you made get e-mailed back to you so that you have a clear record of what you said?

AFAIK, a formal complaint (as part of the formal complaints process) must result in a complaint reference number that you can then use to follow up. What you may have done is reported a fault, and while you were providing them with the details of the fault, you may well have complained. I suspect this would not be considered to be a formal complaint. Have you gone through this process? https://www.eir.ie/complaints/

Bear in mind that a complaint made by phone leaves you with no evidence of what was said, which you could later use in a subsequent ComReg complaint. Eir say that e-mail is their preferred method of receiving a complaint.

TomOnBoard

sugchand wrote: »

Funny thing is that the offered internet speed for us is 3Mbps(are we still in 21st century??) due to no fibre lines in my area. Fine, But the speed goes down even below 1mbps at peak time(in the evening):eek:

I am really fed up the service. How to cancel it. Should I have to pay the cancel fee even for this.

The first point suggests to me that you have very limited options for Broadband where you are. Unless you have a good alternative from mobile or wireless Broadband, who do you go to if you cancel with Eir? Anyone else who will agree to provide you with a service will almost certainly be using the same 'last mile' infrastructure that you are having a problem with. And this is owned by Eir. So, let's say you moved to Vodafone or Sky or Pure Telecom. As soon as your service is activated, what makes you think you would not be experiencing the same or similar issues? And if the same thing is happening under a new contract with a different provider, it will still be Eir who will be called out to solve the problem. If they can't/won't solve it while you are one of their customers, there's absolutely no reason to believe they'll do any better if you are a customer of another provider.

I'd be gritting my teeth if I was you, and keep hammering away at their tech support team to solve the problem. Be patient for now, and suck up the frustrations you are having with them, and try and get the disconnection issue resolved. Separate out the other issues of speeds dropping off in the evening, as this could well be happening due to congestion/shared usage.

Pangea

No internet for 15 days here and I had ftth thanks for the link. A complaint will be made

sugchand

Thank you TomOnBoard. 

I have made formal complaint as you suggested.  From today onwards(after 21 days of no service/service with no use), The connection disruption not as frequent as before. Also I was running a automated speedtest for past one week which test the internet  every hour. It shows the connection is fine for now(atleast at the testing time :)), however the speed went down significantly. I can see most of the time its 1-1.25 Mb. Many times it went down to some kbs.. :'(. My work VPN disconnects anytime the speed is so low like this. Apparently its useful for nothing.
As you suggested I am not going to change the provider who uses the same line. it will be the same situation except I have to fight with different customer care than with eir.
Off the topic, Anyone  has any experience using mobile home broadband. I am also planning to test rural-wifi & vodafone who provide home internet using 4G.
I already bought the vodafone home broadband service 150GB for 45EUR per month today morning. Will give it a try for a week and see how it goes. 
My plan is to cancel eir in case the 4G internet is good enough for my use.