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Incorrect Bill Package
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18-05-2012 1:30pm#1Hi
Since the 9th of March when we first ordered from yourselves online we have had countless problems with Eircom. It has to be honest an absolute nightmare. First of all our address couldnt be found on your system, our village was never heard of by the technican, the 'technician' went to the wrong place 50 miles away and never conntacted us again, while we waited to hear more for 10 days, we've had to chase our order continuously. Then our original online order had to be cancelled and a new one was created, while this was done in the office the technician seemed to still be operating off the original order number. After NUMEROUS complaints we got a phoneline, however the technician NEVER informed the right people we had a line after me explaining to him we needed broadband so we could work from home :mad: So when I rang to see what was happening I was told we would have to wait a further 5 working days and the weekend to get broadband. So finally we got our full order processed a month later the 9th of April after having to go through the whole process of ordering phone and BB over the phone and telling what we needed again. Then one day a technician without any contact with us arrives outside our door asking if we have a phone line and I said we do and hesaid it must be a duplicate order and left, he had been outside for a while before I could answer the door. How he found us I dont know after all the hassle we had originally. Half an hour later I go to my computer and there's no connection, I check the phone no connection, we ring the fault through and are told it would take 3 working days, its wednesday 12pm. My husband HAD to work from home on Friday. Rang BB support on Thursday as was getting nowhere with fault people and an appointment was made with 'technician' to be AT OUR HOUSE AT 8:30 AM Friday, 8:30 no show, 9:30 NO SHOW, 10:30, NO SHOW and then at 10:45 we get a call, while I was ringing asking where is the technician. He goes outside to where the line comes into the house and the connection was disconnected by the guy who was here on Wednesday and didnt bother to ensure he had everything back right for us after messing with the line. I am a patient person and up to meeting the last technician I was contacting COMREG, GRANT THORNTON and anyone else I could, but the technician was the most down to earth and helpful I had encountered in this order and he didnt deserve to be dragged into this mess. Now we have received two bills, one for a line we were never connected to and shows a zero balance, fine the other shows that we are on the wrong package, now this is our second bill, the first I hadnt time to look at and with all the messing I couldnt take any more EIRCOM. One thing we noted was that nobody could find our original order we completed online, however you managed to find our bank account details and set up the direct debit, although we had held off posting in our direct debit mandate
so now to our bill. I had told the people processing our order that as the Service had not been delivered within your service delivery timeframe we were entitled to two months free line rental, this was to be told to a supervisor. My husband spoke to someone in your office after our first bill and was told to ignore the first bill we got and that the second bill would come and that we would be getting the first two months line free. Now to the matter that when we ordered online we signed up for free line connection and there was a waiver on the €30 BB connection and we signed up for the EIRCOM TAlktime TALK PEAK - ie that we had free national calls during the daytime and evening, we have been charged for our calls as whoever posted our order over the phone put us on the eircom Talk OFF-PEAK, our bill is EXTREMELY confusing. We have a once off charge for a Wifi modem €24.38, however a modem has not been supplied by you to us in 2012, a miscellaneous customer charter of -€41.92. I could go on. Our first bill was for €31.92 which was paid by direct debit. I would appreciate it if someone would look into this entire mess, I will PM account details, but had to share my experience with people. It has been extremely frustrating and timeconsuming. I now know why people say EIRCOM, sigh and shake their heads in disgust! 0
Comments
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Hulahoop2009 wrote: »Hi
Since the 9th of March when we first ordered from yourselves online we have had countless problems with Eircom. It has to be honest an absolute nightmare. First of all our address couldnt be found on your system, our village was never heard of by the technican, the 'technician' went to the wrong place 50 miles away and never conntacted us again, while we waited to hear more for 10 days, we've had to chase our order continuously. Then our original online order had to be cancelled and a new one was created, while this was done in the office the technician seemed to still be operating off the original order number. After NUMEROUS complaints we got a phoneline, however the technician NEVER informed the right people we had a line after me explaining to him we needed broadband so we could work from home :mad: So when I rang to see what was happening I was told we would have to wait a further 5 working days and the weekend to get broadband. So finally we got our full order processed a month later the 9th of April after having to go through the whole process of ordering phone and BB over the phone and telling what we needed again. Then one day a technician without any contact with us arrives outside our door asking if we have a phone line and I said we do and hesaid it must be a duplicate order and left, he had been outside for a while before I could answer the door. How he found us I dont know after all the hassle we had originally. Half an hour later I go to my computer and there's no connection, I check the phone no connection, we ring the fault through and are told it would take 3 working days, its wednesday 12pm. My husband HAD to work from home on Friday. Rang BB support on Thursday as was getting nowhere with fault people and an appointment was made with 'technician' to be AT OUR HOUSE AT 8:30 AM Friday, 8:30 no show, 9:30 NO SHOW, 10:30, NO SHOW and then at 10:45 we get a call, while I was ringing asking where is the technician. He goes outside to where the line comes into the house and the connection was disconnected by the guy who was here on Wednesday and didnt bother to ensure he had everything back right for us after messing with the line. I am a patient person and up to meeting the last technician I was contacting COMREG, GRANT THORNTON and anyone else I could, but the technician was the most down to earth and helpful I had encountered in this order and he didnt deserve to be dragged into this mess. Now we have received two bills, one for a line we were never connected to and shows a zero balance, fine the other shows that we are on the wrong package, now this is our second bill, the first I hadnt time to look at and with all the messing I couldnt take any more EIRCOM. One thing we noted was that nobody could find our original order we completed online, however you managed to find our bank account details and set up the direct debit, although we had held off posting in our direct debit mandate so now to our bill. I had told the people processing our order that as the Service had not been delivered within your service delivery timeframe we were entitled to two months free line rental, this was to be told to a supervisor. My husband spoke to someone in your office after our first bill and was told to ignore the first bill we got and that the second bill would come and that we would be getting the first two months line free. Now to the matter that when we ordered online we signed up for free line connection and there was a waiver on the €30 BB connection and we signed up for the EIRCOM TAlktime TALK PEAK - ie that we had free national calls during the daytime and evening, we have been charged for our calls as whoever posted our order over the phone put us on the eircom Talk OFF-PEAK, our bill is EXTREMELY confusing. We have a once off charge for a Wifi modem €24.38, however a modem has not been supplied by you to us in 2012, a miscellaneous customer charter of -€41.92. I could go on. Our first bill was for €31.92 which was paid by direct debit. I would appreciate it if someone would look into this entire mess, I will PM account details, but had to share my experience with people. It has been extremely frustrating and timeconsuming. I now know why people say EIRCOM, sigh and shake their heads in disgust!
Hi Hulahoop2009,
Thanks for the detailed post. This will help a lot when checking through the previous history. First off, let me a apologise for what clearly looks like a mess up to this point. I obviously can't confirm too much without the account info so the next thing I need is a PM with the account number so I can start tracing back the orders for you. I can assure you that if there are any mistakes or corrections to be made I will sort them out for you.
With regards to some of the charges mentioned below, the miscellaneous credit from our Customer Charter of -€41.92 is 2 months line rental (ex VAT) as promised. The modem charge most likely should not be on the bill but I can confirm that once I have the account number. Sincere apologies again for the mix up but send me on the account info and I'll get back to you as soon as possible.
Regards
James0 -
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