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Trying to cancel after horrendous 1 month outage. Your calls keep disconnecting me.

  • 24-01-2019 11:26am
    #1
    dermatrov
    Registered Users, Registered Users 2 Posts: 102 ✭✭


    1 month without service over Christmas is bad enough.  

    Having to keep calling to get it fixed, with tickets being cancelled from technicians who didnt fix the issue is worse.  

    What takes the biscuit is you deliberately not allowing me cancel........  I thought Comreg had rules about this?

    I tried calling earlier.  Was told 30+ minute wait, or go to web chat.  I went to web chat.  After 15 minutes going through detailing my issue, explaining everything and doing data protection verifcation, I was then told they couldnt help me and to go back to 1901..... Grrrr

    Now on my 4th call, having been disconnected by your call waiting system 3 times in a row after around 15 minutes each time. 

    Clearly you in eir want to make it impossible for customers to speak to your loyalty cancel team.


    I am going to comreg for their opinion. Then I am going elsewhere.  Horrible customer treatent.


Comments

  • #2
    TireeTerror
    Registered Users, Registered Users 2 Posts: 2,271 ✭✭✭TireeTerror


    Email them.  Its not hard.


  • #3
    jasper100
    Closed Accounts Posts: 455 ✭✭jasper100


    TireeTerror wrote: »
    Email them.  Its not hard.
    [font=GT-Walsheim-Regular,Arial]We are currently upgrading our email platform in order to improve the service provided to you.[/font]

    [font=GT-Walsheim-Regular,Arial]During this essential upgrade, the “Contact Us” email function will be temporarily disabled. If your query is urgent or you are looking to follow up on a logged issue, please contact us through our contact channels listed above.[/font]


  • #4
    dermatrov
    Registered Users, Registered Users 2 Posts: 102 ✭✭dermatrov


    wow, just got through now....having chosen the "Change service" option rather than the "cancel" one.  This after 28 minutes wait.  This will be interesting.


  • #5
    dermatrov
    Registered Users, Registered Users 2 Posts: 102 ✭✭dermatrov


    In fairness to the girl I spoke to. She vwas very good.  Did her best but couldnt connect me to the cancel team (without another wait)

    She did however apply a credit on the account.


  • #6
    jasper100
    Closed Accounts Posts: 455 ✭✭jasper100


    dermatrov wrote: »
    In fairness to the girl I spoke to. She vwas very good.  Did her best but couldnt connect me to the cancel team (without another wait)

    She did however apply a credit on the account.
    Believe the credit when you see it, from what I have seen around here anyway!


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  • #7
    eir: Grainne
    Closed Accounts Posts: 798 ✭✭✭eir: Grainne


    dermatrov wrote: »
    1 month without service over Christmas is bad enough.  

    Having to keep calling to get it fixed, with tickets being cancelled from technicians who didnt fix the issue is worse.  

    What takes the biscuit is you deliberately not allowing me cancel........  I thought Comreg had rules about this?

    I tried calling earlier.  Was told 30+ minute wait, or go to web chat.  I went to web chat.  After 15 minutes going through detailing my issue, explaining everything and doing data protection verifcation, I was then told they couldnt help me and to go back to 1901..... Grrrr

    Now on my 4th call, having been disconnected by your call waiting system 3 times in a row after around 15 minutes each time. 

    Clearly you in eir want to make it impossible for customers to speak to your loyalty cancel team.


    I am going to comreg for their opinion. Then I am going elsewhere.  Horrible customer treatent.
    Hi dermatrov, 

    Sorry to hear about the issues you have been having. 

    Could you PM the following details and I will certainly look into this for you? 
    1. Registered Name
    2. Registered Address
    3. Account Number
    4. DOB
    5. Are you the Account Holder? 

    As soon as I get this information I can check about the refund you were promised and in regard to your cancellation. 

    Grainne


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