Has anyone had a similar problem with technicians not coming out? Utter Disgrace

Sorry for the long read but this is the complaint I sent to Eircom...

In February of this year we started having an issue with our Broadband service provided by Eircom. It originally stopped working on a Thursday night. We rang technical support who first tried to troubleshoot the problem and when this didn’t work we were advised that a technician would be out to fix the problem in three working days. The following Tuesday came and the technician did not appear. I called again and was advised that he would definitely be out the next day (Wednesday). The technician never came. Eventually after numerous calls I was put in contact with <snip> who said he would sort out the issue and call me back with an update. He never called back. I called the following Tuesday to advise of this and 30 minutes later I received a voicemail from <him> advising an agent would call. An agent called <snip> and talked me through a troubleshooting session again. Obviously this didn’t help so he ordered another technician. This technician was scheduled to call between 2-4pm on Friday. This technician never arrived. Eventually the 16 days after the issue had been raised a technician came and “fixed” the problem. At all stages during this process someone had to be in the house to let in the technician that was supposed to arrive. Often I had to take time off work because of this. I made approx 20 phone calls regarding the issue and on 3 occasions I was offered a call back and it never happened. One of these call-backs that never came was from a supervisor <snip>.

I thought I had made a complaint with regards to this but when I called on the 15^th April I was advised I hadn’t. So on the 15^th April I made a formal complaint to <snip>. She apologised for all the issues that had arisen then confirmed that she would have a reply to the complaint within 10 working days. Once again I received no callback/reply after having been promised one. Yet again I had to chase Eircom for this. Subsequently on Saturday the 10^th May my broadband broke again. I called techniqal support who agreed to have a technician call on Tuesday the 13^th. This technican never arrived.

I then called a <snip> in Customer Service on Tuesday 13^th May to raise both the issue of not having a reply to my complaint and not getting the technician as promised. <snip> advised she was going to escalate the problem and I would have a call within 2 hours. The call never came. I called back 5 hours later and was put through to a <snip>. She apologised for all the issues, advised there was a backlog in the complaints department and advised that someone from Operations would call me after reviewing my whole case at 9.30 on Wednesday 14^th.


I then received a call from a <snip> on time on Wednesday morning. <snip> was not aware of the original complaint from the 15^th April and at first advised me that I had never left a formal complaint and that there was only a “note on your account that day”. She also advised me no-one had ever booked “an official appointment with a technician” previous to this (Is there official and unofficial appointments????) . <snip> then asked me for a complaint number from the 15^th April. All this had been provided to <snip> yesterday and I was told that <snip> would be fully informed of my case when she called. She wasn’t and it let to more of my time being wasted. Eventually <snip> asked me what I wanted done about this. I would have thought this to be obvious. I’d like my original complaint to be dealt with and my broadband fixed. Apparently this was not in <snip>s remit and she said she would escalate this to someone else. I advised <snip> that I would be looking for compensation for all the wasted time and stress etc this has caused from the Ombudsman. <snip> then posed the question “do I not get paid for my holidays?. Of all the poor service, broken promises (lies) that I’ve had to put up with this annoyed me the most. Whether I get paid for my holidays is none of anybody’s concern. I’ve had to spend days in my house where I would rather have been doing anything else waiting for technicians that were promised and never came. I can understand there being a fault with a service but to have been constantly lied to as to when your technicians would be calling is a disgrace. It would have been better for you to say they’ll be around in 2 weeks’ time. Also the fact that I am the person constantly calling you is nothing short of a disgrace.