A realtime view of Eir customer service (webchat)

ArrBee

Thoie wrote: »

ArrBee wrote: »

Given that Fibre could be "10yrs" away the fact that there IS a product "available" (technically), could OpenEir be compelled to supply or more to the point, "not withhold" a copper connection?
I know comreg are pretty poor at looking after consumers, but is that an avenue?

It sounds like an unacceptable gap in the supply of essential utilities for new builds if supply of an existing product can be withheld on the promise that an alternative product will be available "sometime" in the future.

This is my concern - the date could be pushed out by a month, 5 years, 100 years, and there doesn't seem to be anything anyone can do about it.  I broached the topic with Comreg and the NBP (without making a formal complaint) and essentially they said "your area is covered by copper, therefore we think you have broadband, and it's a commercial decision on the part of eir/OpenEir whether they want to hook you up or not".  Obviously paraphrasing, but as far as "the powers that be" are concerned, I'm in a "green" FTTC area, therefore I have no reason to complain. 

This also ties in with the fact that I can't get a phone line either.  eir is the Universal Service Provider for the country, and as such has an obligation to provide service at a fixed location, and has targets to meet around the timeliness of this.  Comreg's approach (it's a commercial decision) seems to be at odds with this, even though eir have been repeatedly fined for failing to meet targets (while simultaneously receiving funding from Comreg).  


https://www.irishtimes.com/business/retail-and-services/eir-challenges-comreg-decision-on-fixed-line-obligations-1.2827261

I'm going to be offline for a few days (no broadband!), but will update this if there's any news when I'm back online.

Much like supplying insurance is a commercial decision, yet it's a requirement to driving on the road... :S

I can understand how at a retail level, it is a commercial decision and sure, you have a choice of retailers (usually). But if there is one network supplier they shouldn't be in a position to withhold a connection.  

What if a building wanted or needed a copper connection for whatever reason like phone line during a power outage.  can OpenEir refuse?

Thoie

Guess who's back?  I haven't given up yet! There's been the odd call in the last few weeks (from me to them, obviously - god forbid anyone might follow up on my complaint).

15:22  Dialled number.  The most recent account number I was given isn't being recognised, so lately, lately, I've been losing sleep.
15:31 Still on hold.
15:38  Hold music is giving me a headache and raising my blood pressure.  Going to try OpenEir instead on 1800 303733

tuxy

The only good thing to come of this forum is this thread. Comedy gold (but only because it's not happening to me)

Why has this talk to been reopened when again all that the reps do is tell you to call a number you can't get through to and then lie about increased number of calls when it's really a lack of staff issue. 

Thoie

15:39  Called 1800 303733.  Less irritating hold music so far.  Let's see how I feel about it in 16 minutes.  
15:44  Another call coming through, so have to hang up before being answered.  

Chris Partlow

tuxy wrote: »

The only good thing to come of this forum is this thread. Comedy gold (but only because it's not happening to me)

Why has this talk to been reopened when again all that the reps do is tell you to call a number you can't get through to and then lie about increased number of calls when it's really a lack of staff issue. 

Agreed, there isn't much 'talking to eir' being done

Thoie

Chris Partlow wrote: »

tuxy wrote: »

The only good thing to come of this forum is this thread. Comedy gold (but only because it's not happening to me)

Why has this talk to been reopened when again all that the reps do is tell you to call a number you can't get through to and then lie about increased number of calls when it's really a lack of staff issue. 

Agreed, there isn't much 'talking to eir' being done

It'd probably mess up the menus if they had to change it to "Talk About..." instead

Pretty busy day ahead, so not sure if I'll get a chance to talk to sit on hold for ages today.

Thoie

15:54  Thank you for calling eir.  Calls may be recorded...
Buckle up, I'm going in!
16:00  Call answered by helpful person I'd previously spoken to
16:07  Still talking, he's still being helpful, but looks like I'm still snookered for another few months (at which point I expect they'll just push it out by a few more months.  The dates are starting to get a very definite "end of quarter" look to them, so I think they're just shoving the ETA out to the end of the next quarter each time.

lardarse

You

[11:25:46 AM]

Hi, i have recently moved house and asked, my old house had BB with vodafone, and they said they would move me to fibre at my new address. But currently i`ve now been told fibre won`t be available till March now, even though they said it would be ready last month. Your eircode checker for fibre says its available for my house, can you tell me what the true story is, if you can say for sure it is available now i`ll swap to Eir. My eircode is #######

You

[11:36:04 AM]

Hi Anyone there?

You

[1:56:54 PM]

hello???

You

[3:48:54 PM]

4 hours and no reply???

nearly 5 1/2 hours now and no reply. Shockingly bad service!!!!!

Thoie

It's been a while, but today we had another useless webchat, followed by 32 minutes and 28 seconds on hold to the Loyalty number 1800 303452 before I had to hang up.

spiritof1963

Thoie wrote: »

It's been a while, but today we had another useless webchat, followed by 32 minutes and 28 seconds on hold to the Loyalty number 1800 303452 before I had to hang up.

This is amazing - although having had my own nightmare experience with EIR I am not suprised.

Under normal circumstances I would sympathise with the frontline reps and simply blame management, but surley the reps bare some responsabilty here by not escalating.

I read today that EIR are being fined regularly for overcharging customers and they have used the excuse of lack of staff training due to the high volume of staff turnover - not suprising really.

https://www.irishtimes.com/business/technology/eir-fined-23-500-for-continually-overcharging-customers-1.3543617

Following with interest.