Eircom are a shower of useless ....

crusher000

Yes line installed since last Friday, Waiting on broadband please see attached conversation.

[font=Arial", "sans-serif]I got a text today saying welcome to Eircom and that we were now connected so I called Eircom to see if they could test the line for broadband as I was told before they could do this remotely over the phone, the girl I spoke to today Paula said that they can't test the line for broadband and that another team (K&N again) need to do this, she doesn't know how long this will take to do but is to ring me when she gets a reply, she emailed the team to find out when our line can be tested for broadband, I asked to speak to a manager and the manager was not there???? I asked her could she prioritise the testing of our line as we are waiting since Dec and she said she could just email to try to find out when they can test the line for us!!!![/font]

eircom: Alan

crusher000 wrote: »

Yes line installed since last Friday, Waiting on broadband please see attached conversation.

I got a text today saying welcome to Eircom and that we were now connected so I called Eircom to see if they could test the line for broadband as I was told before they could do this remotely over the phone, the girl I spoke to today Paula said that they can't test the line for broadband and that another team (K&N again) need to do this, she doesn't know how long this will take to do but is to ring me when she gets a reply, she emailed the team to find out when our line can be tested for broadband, I asked to speak to a manager and the manager was not there???? I asked her could she prioritise the testing of our line as we are waiting since Dec and she said she could just email to try to find out when they can test the line for us!!!!

Hi crusher000

I can see that we will be able to place the broadband order tomorrow morning, the line itself is qualifying for up to 15mb.

It's seems that the agent you were speaking to misdiagnose the issue in hand here - apologies for that. Sometimes the line must be active a few days before the broadband order can be placed - there are no other issues and the line does not need to be tested for broadband.

When the broadband order is raised it will ready to go live five working days from when the order is placed. I understand you placed the order a long time ago but a line must be first installed before the order for broadband can be physically placed.

During the five working day period you will receive a modem by post.

If you would like to PM me a contact number to reach you on tomorrow morning I'll give you a call then and place the order while speaking to you.

Thanks

Al

Cookiesrock12

eircom: Alan wrote: »

Hi crusher000

I can see that we will be able to place the broadband order tomorrow morning, the line itself is qualifying for up to 15mb.

It's seems that the agent you were speaking to misdiagnose the issue in hand here - apologies for that. Sometimes the line must be active a few days before the broadband order can be placed - there are no other issues and the line does not need to be tested for broadband.

When the broadband order is raised it will ready to go live five working days from when the order is placed. I understand you placed the order a long time ago but a line must be first installed before the order for broadband can be physically placed.

During the five working day period you will receive a modem by post.

If you would like to PM me a contact number to reach you on tomorrow morning I'll give you a call then and place the order while speaking to you.

Thanks

Al

Hey Al
Sent you a PM - will you try get back to me tomorrow please
Thanks a mil
Cookiesrock

crusher000

Thanks Alan for the call at least you did follow up.

eircom: Alan

Cookiesrock12 wrote: »

eircom: Alan wrote: »

Hi crusher000

I can see that we will be able to place the broadband order tomorrow morning, the line itself is qualifying for up to 15mb.

It's seems that the agent you were speaking to misdiagnose the issue in hand here - apologies for that. Sometimes the line must be active a few days before the broadband order can be placed - there are no other issues and the line does not need to be tested for broadband.

When the broadband order is raised it will ready to go live five working days from when the order is placed. I understand you placed the order a long time ago but a line must be first installed before the order for broadband can be physically placed.

During the five working day period you will receive a modem by post.

If you would like to PM me a contact number to reach you on tomorrow morning I'll give you a call then and place the order while speaking to you.

Thanks

Al

Hey Al
Sent you a PM - will you try get back to me tomorrow please
Thanks a mil
Cookiesrock

Hi Cookiesrock12

Just tried to call you but no answer, I have also sent a PM just there.

Thanks
Al

Cookiesrock12

eircom: Alan wrote: »

Hi Cookiesrock12

Just tried to call you but no answer, I have also sent a PM just there.

Thanks
Al

Hi Al
Thanks a million - got your PM
I'll check in with you next week

eircom: Alan

Cookiesrock12 wrote: »

eircom: Alan wrote: »

Hi Cookiesrock12

Just tried to call you but no answer, I have also sent a PM just there.

Thanks
Al

Hi Al
Thanks a million - got your PM
I'll check in with you next week

Hi Cookiesrock12

I've sent you another PM, if you could get back to me as soon as possible that would be great

Thanks

Al

ladiesman217

davmark wrote: »

Dear Eircom,
 
Apologies if this is not the correct method to send this customer review but I note from your websites etc that you do not publish an e-mail contact address for you, instead encouraging people to use Forums, Twitter, Phone agents etc. Based on my experience  with Eircom, this approach does not surprise me.
 
I recently decided to change my TV package, broadband provider and decided to go with your E-Fibre, E-Vision packages. (Compliments on the extensive, effective promotional campaigns you are running to attract a new market by the way)
 
I visited a store in the Shopping Centre and after receiving all the information required I signed up on the package below. The salesperson advised that the next step was to arrange a visit for installation and asked me would Friday 25th January suit in the morning. I told him this would be fine and he stated that they would call between 09.00 - 13.00 and a colleague commented that E-Vision installation could only be undertaken in the mornings.
 
The following day I received a confirmation e-mail (See below) and during the week, received the relevant documentation welcoming me to Eircom, confirming my details etc.
 
That morning (Friday 25^th ), I waited in my house from 09.00 onwards to accommodate the installation of my purchase. As the time arrived closer to 1 O clock and there was no sign of any visitor, I decided to contact you (1800580500) to see what was happening. My call was answered by a nice lady and I started the conversation by advising I was awaiting a technician to call. Her response was immediate and she outlined that Eircom outsource this and she would have no way of finding out where the technician would be but that they could often be delayed on jobs and to wait and contact Eircom if they still have not shown. I enquired as to why I would need to contact Eircom and would it not be reasonable that Eircom contact me if there is any delay in my appointment. Again she replied that this work is outsourced by Eircom and a private firm handles all such work, including appointments. I reminded the lady that my contract is with Eircom and Eircom alone and whether they get Bob the builder of any other firm to carry out work for them is a matter for them not me. I was asked had i received a text message yesterday regarding the appointment and I replied no. The lady said that I should have received a text and to contact Eircom if they fail to arrive. At no point did she take any details from me i.e. Order number, account number etc.
 
As the time elapsed past one o clock I again contacted Eircom and explained my query. Your customer service agent was very helpful, took all my details and looked up my account. I was quite surprised when he advised me that there was no appointment in the system for me. I explained to him what had happened when I purchased the Eircom system in the shop. He informed me that I should  have been advised that my appointment was not a confirmation but just a suggested time when they may be able to call out subject to the technician being able to accommodate my area on the day. The sales clerk should also have advised that I would receive a confirmation e-mail or text about the appointment. He apologised for the mistakes of the sales clerk. However, if you note form the e-mail you sent me on Sunday you have a section which advises me to contact Eircom if I cannot make my appointment. You do not mention anything about provisional appointments, confirmation texts or e-mails. If you had of done, I would have double checked during the week about my appointment.
 
Needless to say, I have had to take a morning out of work, costing me approx €200, and sat for 4 hours waiting on a visit that would never happen. I also promised my kids that I would have TV in their rooms from Friday onwards.
 
Following on from this morning, I have immediately cancelled my order which totaled about €90 a month. If this is my first experience with Eircom, then alarm bells are already ringing and I don't want to be tied into an 18 month contract with such an organisation.



 

And new despite cancelling my order and account, I have received two further text messaged from Eircom telling me that due to upgrade work I may experience some disruption. Very hard to experience disruption when I am not with Eircom!!! Best of all is that I get a text message yesterday (28^th January) telling me the Engineer will be out between 09.00 – 12.00 today to fit the system. Never meet such an amateur organization!!
 
I hope you take on board some of the areas highlighted in my e-mail. I hope others won’t have the same difficulties. And please note that a contract with Eircom means you deal with Eircom so try not to pass off obligations with outside agencies


 
Many thanks

Hi davmark. I have had a similar frustrating experience with Eircom, .e.g agents not having a clue about when My broadband would be switched on, also being passed off to this department and that department. From reading blogs and various authors post about  Irelands most incompetent ISP, there seems to be worry trends bad customers experiences. We need to start shaming them on a national bases, by using the likes of FB and twitter, get some real traction behind this. If we could aggregate the amount of time people have:

> waited on the phone 
> waited at home for technicians 
> amount of money lost from taking days of work
> the amount of agents they have dealt with 
> the amount of money lost for small businesses because of no broadband


and maybe get some consistent radio and TV coverage, you could nearly set up a dedicated radio station to deal with eircom customer complaints, god knows they would have enough material.

just a thought

Cookiesrock12

eircom: Alan wrote: »

Cookiesrock12 wrote: »

eircom: Alan wrote: »

Hi Cookiesrock12

Just tried to call you but no answer, I have also sent a PM just there.

Thanks
Al

Hi Al
Thanks a million - got your PM
I'll check in with you next week

Hi Cookiesrock12

I've sent you another PM, if you could get back to me as soon as possible that would be great

Thanks

Al

Hi Al
Can you please get back to my PM's
Thanks
Cookiesrock12 

Cookiesrock12

Cookiesrock12 wrote: »

Hi Al
Can you please get back to my PM's
Thanks
Cookiesrock12 

Hi Al
I was wondering if you seen my pm's ?
I am hoping that you have sorted out the overcharge on my account ?
Can you ring me please ?
Thanks
Cookies rock

eircom: Alan

Cookiesrock12 wrote: »

Cookiesrock12 wrote: »

Hi Al
Can you please get back to my PM's
Thanks
Cookiesrock12 

Hi Al
I was wondering if you seen my pm's ?
I am hoping that you have sorted out the overcharge on my account ?
Can you ring me please ?
Thanks
Cookies rock

Hi Cookiesrock12

Apologies for the delays, I've sent you a PM just there

Thanks
Al