Making a complaint that will actually be heard!!

ToxicPaddy · 28-04-2004 04:28PM #1

ok, story here is...

I want to get broadband in the house.. Very simple task or so Ive been told..
Have got flyers and all this crap from Eircom telling me all about the wonders of
broadband etc etc etc..

I rang Eircom about 6 months ago when I first heard about it wanting to know if
it is available in my area (Harolds Cross).. and they said it was and that they would
test my line.. it didnt work and they said not to worry as they are currently upgrading
exchanges in the area and to check back every 4-6 weeks to get an update..

Now Ive been doing this for a while and I keep getting the same messege, there
is work currently being done and to ring back in 4-6 weeks to get an update..

How many f*cking updates to I need to get to be told the same f*cking thing.. :mad:

So I rang today and now Ive been told that my line is not suitable for Broadband and
that I can NEVER get it into the house...

So I ring the Eircom complaints dept and get some gimp there telling that I was
misinformed about what the last person said and that there is always work going on
and that the exchange maybe updated in future..

So I ring the eircom tech section and they tell me that work was never going on in
that exchange and there isnt any work planned for anywhere in this area for the
forseeable future and that whoever told you any of that have been telling me a
bunch of crÃ¡p and that they are sick of people in other departments in Eircom
using them as scape goats..

Now where can I go to complain about this shÃ_te.. i need broadband for work, my
landlord doesnt want any ariels/Satellite dishes on the house so unless I move this
is the only option for me to get boadband..

Anyone any ideas????

HOW F*CKED UP IS THAT!!!!

:mad::mad::mad::mad::mad::mad::mad::mad:

Moonbeam · 28-04-2004 04:39PM

That sucks:(
Send a letter to their complaints department and follow it up with a phone call

RicardoSmith · 28-04-2004 04:49PM

I hear you man, I've had the same problem for over a year. Theres likely a problem on the line either in the house, in the copper in the ground between you and the exchange or in the exchange itself.

Eircom won't investigate it and fix it. They can send oddles of salesmen and phone my house lots of times trying to get me to swtich back to them, or sell me broadband. But they can't/won't look at the line problem. Couldn't find their own arse with both hands.

You'd think they'd been keener since I'm currently with UTVIP for dialup (vastly cheaper) and phone calls (still a bit cheaper). But no they won't do anything about it. Personally I'm hoping for a wireless broadband link and keep the phone with UTVIP.

Keep Eircom out that what I say!

ToxicPaddy · 28-04-2004 05:08PM

Originally posted by Moonbeam
That sucks:(
Send a letter to their complaints department and follow it up with a phone call

Been there, done that, ate the face off the gimp on the other end of the phone line..

Methinks Ill have to have a chat with a Journalist I know, see if she would be willing
to write a likkle article about it.. might give eircom the kick in the bollox they deserve

:mad:

Ryvita · 28-04-2004 05:11PM

Look here: ComReg

Moonbeam · 28-04-2004 05:14PM

For the most part it is not the fault of the person that you complain to that you have had problems with other members of the organisation that they work in

Been there, done that, ate the face off the gimp on the other end of the phone line..

So I really wouldn't go about it that way.
And from what I have found alot of the time if your nice to them it makes their lives easier so they wil be more helpfuil back towards you

mag · 28-04-2004 05:31PM

Ripwave may be an option ?

Ripwave · 28-04-2004 05:47PM

Originally posted by ToxicPaddy
So I rang today and now Ive been told that my line is not suitable for Broadband and that I can NEVER get it into the house...

So I ring the Eircom complaints dept and get some gimp there telling that I was
misinformed about what the last person said and that there is always work going on
and that the exchange maybe updated in future.

Look, "work on the exchange" might as well be work on the moon for all the difference that it will make to crap copper wires in your building, or between your building and the exchange.

Eircom doesn't have to fix that for you, and if there's one way to be absolutely sure that you're put on the bottom of any list for upgrades, it's to piss off the little people by yelling at them on the phone.

Call NTL. They do cable broadband in parts of Dublin not a million miles from Harolds Cross, and it has been suggested that they might finally be getting the finger out and expanding their areas of coverage soon. (Just don't yell at them on the phone when you call them).

spongebob · 28-04-2004 07:04PM

Originally posted by Ripwave
Call NTL. They do cable broadband in parts of Dublin not a million miles from Harolds Cross, and it has been suggested that they might finally be getting the finger out and expanding their areas of coverage soon. (Just don't yell at them on the phone when you call them).

And ring them 3 or 4 times if the answer is no the first one or two times also ask neighbours if the system is live around there and get a customer name if ya can. NTL are shockingly inept at times and deny they have a service when they actually do. Once its in it is the business , best in teh country outside Dungarvan and Longford.

Also Leap and IBB , some aerials nowadays look like a burglar alarm by the way.

The landlord will have the same problems with his future tenants you know

M

Cabaal · 28-04-2004 10:45PM

This seems to be a normal thing with Eircom
I know a lad who lives in the back of beyonds outside Callan in Co Kilkenny and Eircom keep saying that he'll be able to get BB in the future (not a bloody chance)

He knows this but continues to phone them to piss them off and see how many times they give out this miss-info
This does appear to be very normal and something needs to be done about it

ToxicPaddy · 28-04-2004 10:57PM

The estate I live in is no more than 10 years old so the cabing cant be that bad..

Now i know that screaming at someone in eircom doent help.. but if you had heard
this person I was talkin.. they didnt give a f*ck about anything, you could even tell
by the way they answered the phone that they didnt even want to be there and
were telling me anything they could to get me off the phone..

As for being pissed off with eircom.. well if they had told me that i would never been
able to get broadband last november when I first enquired about it, I would have
accepted it... but being led on this merry little dance for over 6 months and then
told that I can never get it because of their f*cking crap infrasructure is soooooo
bloody infuriating...

I wish people on Eircom would get their story straight instead of lying through their
teeth..

As for NTL, its not available in the estate yet as they havent laid the cable into it..

So Im living in an estate of nearly 200 houses and not a single one can get
any cable broadband.. that is soo f*cking pathetic.. :mad:

Tox

ToxicPaddy · 28-04-2004 10:59PM

Originally posted by Cabaal
....I know a lad who lives in the back of beyonds outside Callan in Co Kilkenny and Eircom keep saying that he'll be able to get BB in the future (not a bloody chance)

I live in harolds cross in the centre of dublin... and they cant even get that right.
i really pity yer mate man as he doesnt have a hope...

In my parents house they wanted a seperate line for internet access, so eircom
came in and spliced the line so now the max they can get is 28.8kbps..

Complete idiots.. :mad:

RicardoSmith · 29-04-2004 01:12AM

My line is in a house that less than 4 yrs old in a new estate and not far from an exchange. Who's fault is any problem with the line then?

ToxicPaddy · 29-04-2004 09:36AM

ok, so i took Ryvitas advice, went onto the ComReg site and made a complaint..

Now to see what happens..

Anyone ever dealt with them before??

Tox

HelterSkelter · 29-04-2004 10:57AM

Originally posted by ToxicPaddy
ok, so i took Ryvitas advice, went onto the ComReg site and made a complaint..

Now to see what happens..

Anyone ever dealt with them before??

Tox

I had dealings with them before, but for a different kind of issue. I was getting interference on my phone and computer speakers, sounded like some bloke on a CB radio!! Anyway, they called out to my house the day after I phoned them, found out it was some neighbour of mine and sorted everything out. I was very impressed at how quickly they sorted the problem.

Ryvita · 29-04-2004 11:03AM

I dealt with them before about NTL. I got fantastic NTL service after making a complaint to Com Reg.

Don't blame the people on the phone though, they are usually as annoyed about it as you are.

Cabaal · 29-04-2004 11:25AM

Originally posted by Ryvita
Don't blame the people on the phone though, they are usually as annoyed about it as you are.

Really?
So why do they continue to give out misinformation?

I have callcentre experience and know the deal, thse people should be well aware of how DSL works and the limitations of it and should NOT be offering it to people in the sticks or in areas the Eircom have not even started work on the exchange.

gombín · 29-04-2004 11:27AM

TP,

PM me your details and I'll try and get a mate to have a look at it.

Regards.

ToxicPaddy · 29-04-2004 11:32AM

Originally posted by Ryvita
Don't blame the people on the phone though, they are usually as annoyed about it as you are.

To be honest, when I chatted to the guy in the Line Faults Tech dept in Eircom, I
really pitied him as that dept was being used a a scapegoat by almost every other
dept where people in them couldnt be arsed doing their job and simply dumped
people onto them who then vented their anger at them..

He was the only one who actually took the time to explain anything to me..

So I though fair enuff, Ill go through official channels and make a complaint about
the service or lack of by going to Eircoms complaints dept.

I rang them and the girl who answered rattled off some line she is supposed to say
when answering the phone, I couldnt make half of it out, she then couldnt be arsed
talking to me as I had to repeat myself a number of times as she wasnt listening to
one word I said, probably doing some way too important like her nails or surfing the
web :mad:

She didnt give me a complaint ref number and hung up half way through a sentence
when I was just finishing the call..

Now if thats the way Eircom handle their complaints, their filing system is probably
a shredding machine..

So I tried and took the advice given here contacted ComReg..

Now Ive since found out that a neighbour of ours has had the same problem with
Eircom over the phone line and broadband..

So this is what im thinkin, if they wont listen to me, maybe they will listen to a whole
estate and Im seriously thinkin of sending out a few surverys to the houses in the
area and see what the response is.. if I come back to ComReg with the same
complaint from 100 different households in the area, there is no way that they can
possibly ignore this..

What do people think about this idea???

Tox

ToxicPaddy · 29-04-2004 11:39AM

Originally posted by gombí®_
TP,

PM me your details and I'll try and get a mate to have a look at it.

Regards.

I cant pm you mate as it says its an invalid username..

Tox

gombín · 29-04-2004 12:56PM

TP,

There's a problem with your browser; should be gombín instead of gombíR_.

Regards.

ToxicPaddy · 02-05-2004 03:54PM

Originally posted by Cabaal
Really?
So why do they continue to give out misinformation?

To be honest this is the part that really pissed me off most..

I started originally enquiring about broadband last november and its only in the
last week that Ive actually found out for definite about not being able to get it.. Now
thats nearly 6 months of crap

If someone ther in Eircom had turned around to me from day one and said "sorry
mate the phone line is not suitable and it could take a long time before it will be
upgraded", then I would have been miffed but accepted it...

Instead one idiot after another just fed me a completed load of sh*te and led me on
a merry dance..

A straight answer is appreciated a lot more than people think, even if its not what
they want to hear, they will accept it and get on with their life..

Tox

Cryos · 04-05-2004 06:14PM

heres my addition to the eircom bullsh*t bin!

Like yourself i rang eircom up when bb was being so heavaly advertised back in october and november, so far my line has been tested 10 times. look at the results

1.Fail
2.Fail
3.Pass
4.Fail
5.Pass
6.Pass
7.Fail
8.Fail
9.Pass
10.Fail
11. Pending "Sending away for bb compat on isdn"

so you can imagine eircom have me phone numbers black listed, im on eircom ****tytime which is not anytime at all (disconnecting after certain amount of time, wait 30 mins cos "The remote computer did not respond" get on for another insanely short amount of time and do the same rigmarole.

I phoned esatbt and they said "The nearest exchange is greystones and its 2 k's out of your reach, but your line is fine we should have the newcastle and kilcoole exchanges on at the end of summer"

Why cant 3ircon be like that? instead of "Your line failed, therese nothing more i can say so LIVE WITH IT" says betty on the end of the phone who hasnt a clue what dsl is. esat bt tell you streight and they know what they and you are talkin about!

Lovely jubbly, write an letter to the irish times or irish indipendant addressed to the editor regarding eircom!

ToxicPaddy · 06-05-2004 02:06PM

I got a call from ComReg regarding the complaint I made to them about Eircom and
their ****e customer service, ****e infrastructure and everything else ****e about
the waste of space that call themselves Eircom.

The person who called me was very polite and very well informed of the situation
that I was in as they apparently have experienced that themselves with Eircom..
talk about pissing off the wrong people.. :rolleyes:

Anyway.. according to what this person said, the law states that Eircom are under
no obligation to provide this service to everyone... so half their advertising is a load
of bollox..

So I said well thats fine, but how come they can own 90% of the telecoms
infrastructure in the country and due to their incompetence, no one else can offer
me this service because their infrastructure is not suitable.. Is there anything I can
do?

The reply was "no, not really, the law has their hands tied and because they are a
governing body for the Telecoms industry, they can only enforce what the law says
and nothing more no matter how frustrating it is.. So unless this changes there is
nothing we can do.. :mad:

So whats next?

Anyone any ideas?

Tox

Ryvita · 06-05-2004 02:08PM

Talk to your local TD? Get a petition together? Move to the UK?

ToxicPaddy · 06-05-2004 02:12PM

Talk to your local TD?

They arent worth pissing on!!!

Get a petition together?

Something I was seriously thinkin about...

Move to the UK?

emm NO!!

Tox

Ryvita · 06-05-2004 02:13PM

Do you need a hug?

Ryvita · 06-05-2004 02:21PM

How about writing a letter to a newspaper or one of the radio stations?

shinzon · 06-05-2004 02:23PM

Toxic if i were you and this is just a suggestion just give up now before you lose your sanity, i battled eircom for over a year to get Broadband, i talked to supervisors, managers, phil nolans manager of the complaints department, phil nolans secretary, I talked to tommy broughan, got numerous letters from government ministers, the ministers themselves investigated with eircom, I complained to Comreg on no fewer than 15 different occasions, Eircom sent an engineer last october because it was specifically requested by comreg to do so

Said engineer spent 2 days at my house fixing my line, still failed

And here i am a year and a couple of months later with no broadband still, no fight left in me and couldnt really care less anymore whether it ever comes here

Shin

Cryos · 06-05-2004 03:46PM

An Patition Against:

Sounds good, who will be kind enough to set one up??

Nick_oliveri · 06-05-2004 05:23PM

Petitionthingy

Wonder if that works in ireland.
Meh.

Making a complaint that will actually be heard!!

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