IOL - Grrrrr!!!

Devious

Dont know if this is the right place for this. Has anyone had any trouble signing up for IOL's broadband plus package? I applied online over 3 weeks ago and still nothing. Iv been in touch several times and been told that they need to re-enter my order or something. Vary frustrating. Similar experiences anyone?

cgarvey

Moved IoffL > Broadband

You'll find there are quite a few people in your position!! Hopefully you'll get there in the end!!

.cg

shakenbake

Yep, I had the *exact* same experience. They are hardly running a business as far as I can see. They should be bloody ashamed of themselfs.

The first time I inquired about BB they took my details and said they'd send me out some information. It never arrived. One week later I phoned again, they have no record of the call but said they'd send it out to me. It never arrived. I called up fairly aggitated a third time and was told it would definitly come to me this time. I ended up getting a BLANK envelope in the post !

Devious

Its becoming a real pain in the ass. A guy who works with my friend lives about half a mile from us and in the same period of time has signed up for Ripwave, didnt like it, cancelled his subscription and switched to NTL. At least I have somebodys name in esat now, so I gues il just keep harrassing him until he does whatever incredibly complicated thing he needs to do to get me connected.

Chalk

i had the exact same thing happen
6 weeks of "no order was placed" "we lost the order"

imho they are idiots, go with eircom theyll have you set up in a week

egan007

I'm down to ringing them every single day

smcelhinney

Grrr.. IOL indeed. Down to ringing them everyday. Here's something funny.

* According to esatbt.com new orders take up to 15 days.
* According to Esat BT Customer CAre, broadband relocation can take up to 21 days.

So logically, it takes longer to relocate an existing broadband account, than it does to order a new one. Why!!!

So I checked the line of the place I was moving into, just so happens someone had done a line check 2 weeks previous. Nice one, no waiting around so.. how wrong was I?

Filled out several forms in triplicate, deeds of house, car, birth certs of unborn children, letter to Millhouse for 1 soul.. Sent off.. Black hole.. Resent, made it..

So 3 weeks later, and Im still waiting. Its due this Friday, but to be honest, I dont hold much hope...

So here's the email I sent them..

Hello,

This issue is not being resolved to my satisfaction. Bear with me
while I explain.

I called your help line last Tuesday (23/01) and spoke to an agent who
was very helpful. Informed me that there was a note on my account
stating that my order was being processed and that it was due for
completion that day (23/01), or the next day at the latest. I also
asked re: reimbursement for unavailability of service during the
relocation period. I was delighted to hear that I could call Customer
Care, speak to a girl called Aisling, and that she would re-credit me.
Perfect, I thought.

Tuesday/Wednesday last week, no service. I appreciated that you were
under a lot of strain with new broadband orders etc, so patiently
waited until today, to call back.

The agent today informed me that my order could take up to another
week to process. Pardon? Not only that, when I tried to re-confirm
that I would not be charged for this relocation, I was informed that I
would be - subject to the terms & conditions of my agreement etc. This
was totally not what I expected. I'm not in the business of having
irate telephone conversations, so again, I accepted this, under the
pretence that my broadband would be sorted.

In retrospect, this is dire customer service. If our customers were to
expect this type of service from agents, then I'd be appalled. Not
only am I without broadband for nearly 4 weeks, I'm actually paying
for this outage as well? Surely priority MUST be given to relocation
requests, and that they NOT be treated as NEW accounts? What happened
to customer loyalty etc? Why should I pay you for another year or
whatever, if I can expect that my loyalty wont be rewarded?

While I do admit that the broadband service you offer is (technically)
excellent, and the savings that you 'claim' you proffer over Eircom
are very appealing, the intangible benefits of customer loyalty on
your behalf are virtually non-existent. How do you hope to compete
with the wireless broadband offerings that are popping up left, right,
and centre - if you cant get the essentials right? Surely your
customer service, given that you're a reputable global organisation,
would outweigh any financial offering that your competitors provide?
Apparently not.

I'm requesting a non-templated answer to the questions that I have
raised above, please forward this email to someone who can do so.

So am I going mad? Does anyone else have this issue? Does anyone know who in ESAT I can contact about this ridiculous caveat in process?

Please please please help.. Im getting withdrawal symptoms here..

dabhal

smcelhinney wrote:

Grrr.. IOL indeed. Down to ringing them everyday. Here's something funny.

* According to esatbt.com new orders take up to 15 days.
* According to Esat BT Customer CAre, broadband relocation can take up to 21 days.

So logically, it takes longer to relocate an existing broadband account, than it does to order a new one. Why!!!

So I checked the line of the place I was moving into, just so happens someone had done a line check 2 weeks previous. Nice one, no waiting around so.. how wrong was I?

Filled out several forms in triplicate, deeds of house, car, birth certs of unborn children, letter to Millhouse for 1 soul.. Sent off.. Black hole.. Resent, made it..

So 3 weeks later, and Im still waiting. Its due this Friday, but to be honest, I dont hold much hope...

So here's the email I sent them..



So am I going mad? Does anyone else have this issue? Does anyone know who in ESAT I can contact about this ridiculous caveat in process?

Please please please help.. Im getting withdrawal symptoms here..

Took them over 2 months to get me sorted. no mails no contact whatsoever to let me know whats happening, guy on the phone couldn't care less but now that it's in I have no probs except crap online gaming speeds.

dub45

Devious wrote:

Dont know if this is the right place for this. Has anyone had any trouble signing up for IOL's broadband plus package? I applied online over 3 weeks ago and still nothing. Iv been in touch several times and been told that they need to re-enter my order or something. Vary frustrating. Similar experiences anyone?

Thankfully I am not an Esat/IOL customer. Its bad enough reading fairly regularly on here how incompetent their accounts department is but now this!!!

I have often wondered how such an incompetent company survives. I cannot understand how even if they offered the best bb service in the entire world anyone would want to sign with them given their inability over the years to run a proper accounting department.

syboit

I suppose I cant really complain , it only took them 4 months to finally give me broadband... and when it finally came, it took them a further 4 days to have my account ready for me!!! Ehhh, you'd think after constant calls every 2 days they at least would have the account ready!!
Of course, dont forget, the modem will take another further 3 days to come :mad:

loup

Also happened me..they lost my order twice and finally after shouting down the phone at a supervisor last week I got a letter in the post saying broadband order was in progress and should take up to 15 days...guess I could be waiting longer than that!!!!

tck

DITTO - waiting over two weeks and not even a phonecall.

A mate ordered a week before xmas and still hasn't heard anything

In saying this another mate ordered eircom last week and he's connected already!