DSL issue on the line - Complaint

PhlegmyMoses

Hi all,

I would like to register a complaint regarding an issue that began on Thursday, 18/12. We got a DSL error on the line which meant that, although our router could see our devices, an issue on the line outside the house meant that we could not access the Internet.

We called your Tech Support line that day, wary that it was just before Christmas and we wanted to get it sorted. The guy on the line explained to us that the issue was on the line outside, booked an engineer to come out on 22/12, took no further action and assured us that the engineer would fix it.

We spent the weekend without the service, which is not the end of the world, then came home from our respective jobs on Monday evening to see if it was fixed. It wasn't.

We called on Tuesday 23/12 and explained our issue again. This time the guy on the line lowered our broadband speed to 18mb Down and 5mb Up so that we'd at least have some functional broadband. He also assured us that an engineer had been out to us on the Sunday (nobody had been out) and that he'd get the engineer back out on Wednesday 24/12. He said that the engineer had maybe not taped up the line properly which we found bizarre. If an engineer can't use tape (why was he using this anyway???) properly how can he be trusted to actually fix the thing? Sceptical that this would actually happen, we waited.

Come Christmas Eve, we had no improvement and nobody turned up to fix it. The hotfix that the guy on the phone had used had stopped working and we were without broadband again. A Christmas Day miracle occurred when the broadband started working again. A speedtest confirmed that it was at the lower speed of 18mb but it was serviceable (we have 100mb eFibre).

On Christmas night, the service went down again and it has stayed down until this morning when I called again. The guy on the line worked his magic and we now have some semblance of broadband again. He also assured us that an engineer will definitely, 100% guaranteed be out to us on Monday. Once I accepted this he quickly threw in a "Tuesday at the latest". Same rubbish as every other time I've called. This prompted me to post up here.

I get that it's Christmas, and I'm not expecting people out on Christmas Day to get it fixed. But I reported this on the 18th, leaving plenty of time to get it resolved. At this stage, the trust level with your Tech department and your engineers has gone. We had huge issues when we signed up with you through a guy that came to the door and now 3 months later, this. I decided to go back to Eircom after hassle with UPC but within 3 months your employees have made me regret this decision. What is it with broadband suppliers? I never have to call up about any other service but you guys can't seem to get it right.

I would like you to pass on this complaint to the relevant department and then ensure that an engineer comes out and actually fixes it.

P.S: If you could send a different engineer to the guy who installed my broadband, that'd be great. He left puncture holes in the wall where seemingly he had decided to run the lines a different direction to what he first envisioned.

eircom: Tony

PhlegmyMoses wrote: »

Hi all,

I would like to register a complaint regarding an issue that began on Thursday, 18/12. We got a DSL error on the line which meant that, although our router could see our devices, an issue on the line outside the house meant that we could not access the Internet.

We called your Tech Support line that day, wary that it was just before Christmas and we wanted to get it sorted. The guy on the line explained to us that the issue was on the line outside, booked an engineer to come out on 22/12, took no further action and assured us that the engineer would fix it.

We spent the weekend without the service, which is not the end of the world, then came home from our respective jobs on Monday evening to see if it was fixed. It wasn't.

We called on Tuesday 23/12 and explained our issue again. This time the guy on the line lowered our broadband speed to 18mb Down and 5mb Up so that we'd at least have some functional broadband. He also assured us that an engineer had been out to us on the Sunday (nobody had been out) and that he'd get the engineer back out on Wednesday 24/12. He said that the engineer had maybe not taped up the line properly which we found bizarre. If an engineer can't use tape (why was he using this anyway???) properly how can he be trusted to actually fix the thing? Sceptical that this would actually happen, we waited.

Come Christmas Eve, we had no improvement and nobody turned up to fix it. The hotfix that the guy on the phone had used had stopped working and we were without broadband again. A Christmas Day miracle occurred when the broadband started working again. A speedtest confirmed that it was at the lower speed of 18mb but it was serviceable (we have 100mb eFibre).

On Christmas night, the service went down again and it has stayed down until this morning when I called again. The guy on the line worked his magic and we now have some semblance of broadband again. He also assured us that an engineer will definitely, 100% guaranteed be out to us on Monday. Once I accepted this he quickly threw in a "Tuesday at the latest". Same rubbish as every other time I've called. This prompted me to post up here.

I get that it's Christmas, and I'm not expecting people out on Christmas Day to get it fixed. But I reported this on the 18th, leaving plenty of time to get it resolved. At this stage, the trust level with your Tech department and your engineers has gone. We had huge issues when we signed up with you through a guy that came to the door and now 3 months later, this. I decided to go back to Eircom after hassle with UPC but within 3 months your employees have made me regret this decision. What is it with broadband suppliers? I never have to call up about any other service but you guys can't seem to get it right.

I would like you to pass on this complaint to the relevant department and then ensure that an engineer comes out and actually fixes it.

P.S: If you could send a different engineer to the guy who installed my broadband, that'd be great. He left puncture holes in the wall where seemingly he had decided to run the lines a different direction to what he first envisioned.

Hi PhlegmyMoses
While it is possible that a tech was out on the Sunday, he may not have had to visit your house. That apart, your issue should have been resolved by now. Can you PM me with your line number and we will have this investigated.
Tony

PhlegmyMoses

eircom: Tony wrote: »

Hi PhlegmyMoses
While it is possible that a tech was out on the Sunday, he may not have had to visit your house. That apart, your issue should have been resolved by now. Can you PM me with your line number and we will have this investigated.
Tony

I have sent my account number on to you, if that is what you're asking for?

Just did a speedtest there and tested the connection for my PS4. Both running at 17 down and 2.5 up wired so the issue is ongoing.

eircom: Alan

PhlegmyMoses wrote: »

eircom: Tony wrote: »

Hi PhlegmyMoses
While it is possible that a tech was out on the Sunday, he may not have had to visit your house. That apart, your issue should have been resolved by now. Can you PM me with your line number and we will have this investigated.
Tony

I have sent my account number on to you, if that is what you're asking for?

Just did a speedtest there and tested the connection for my PS4. Both running at 17 down and  2.5 up wired so the issue is ongoing.

Hi PhlegmyMoses

Your case remains under investigation, I apologise for the inconvenience this is causing & as soon as we have more information we will let you know.

Thanks
Al

PhlegmyMoses

eircom: Alan wrote: »

Hi PhlegmyMoses

Your case remains under investigation, I apologise for the inconvenience this is causing & as soon as we have more information we will let you know.

Thanks
Al

Hi Alan,

Thanks for the reply but another deadline set by your tech support line has passed and no sign of an engineer yesterday or today. I have also not received a phonecall and I don't expect it to be resolved until next week now at this stage. The least they could do is set realistic expectations when I call them. If there are no engineers available until after the New Year, they could just say that instead of fobbing me off with unrealistic timeframes. Very frustrating stuff.

Cheers for keeping me posted anyway. It's more than I can say for the support line.

PhlegmyMoses

Bump.

Issue persists, two weeks later with no phone call as promised. PS4 wired test is saying 12mb down, 4mb up. Usually it's around 90mb down and 20mb up. So no engineer has been out since I was promised one 2 weeks ago.

Am I expected to pay full whack for a throttled line for the month just because you have nobody available???

PhlegmyMoses

And to add to this, an engineer turned up at my door today - no phone call to tell me this had been arranged. Assured me he'd get it sorted. We had plans so had to leave, but he said that this was fine and that he didn't need to go inside the house.

Get home, engineer is gone, let's try the internet. Back to square one, no internet at all, no dsl light on the router, not even the throttled version we had for the last week and a bit.

Called your tech support department, they tried to reset as they had done previously, except this time it doesn't work. So I now have no internet because your engineer came out and broke the line worse than before AND left before he could fix it. What a model employee. He also doesn't need to work on Sundays apparently, even if he breaks something, so it'll be Monday minimum before this even gets looked at. Amazing.

So to recap, called on 18/12 to report fault, promised engineer. Took annual leave to wait for an engineer, doesn't turn up. Internet starts to work, at a lower speed. Report fault here, nothing done, engineer comes out two weeks after agreed date, completely breaks the line, heads home - because that's an okay thing to do - spend a further hour on the phone today (40 mins on hold), and we're now left without internet at all and I've spent 4 hours of my life on the phone to you guys over the Christmas and New Year period.

Wonderful stuff Eircom. I'll be calling Monday to cancel - cancellations aren't open today, naturally - and I'll be heading back to UPC 3 months after we went back to you guys in the mistaken belief that you couldn't be as incompetent as before.

eircom: Alan

PhlegmyMoses wrote: »

And to add to this, an engineer turned up at my door today -  no phone call to tell me this had been arranged. Assured me he'd get it sorted. We had plans so had to leave, but he said that this was fine and that he didn't need to go inside the house.

Get home, engineer is gone, let's try the internet. Back to square one, no internet at all, no dsl light on the router, not even the throttled version we had for the last week and a bit.

Called your tech support department, they tried to reset as they had done previously, except this time it doesn't work. So I now have no internet because your engineer came out and broke the line worse than before AND left before he could fix it. What a model employee. He also doesn't need to work on Sundays apparently, even if he breaks something, so it'll be Monday minimum before this even gets looked at. Amazing.

So to recap, called on 18/12 to report fault, promised engineer. Took annual leave to wait for an engineer, doesn't turn up. Internet starts to work, at a lower speed. Report fault here, nothing done, engineer comes out two weeks after agreed date, completely breaks the line, heads home - because that's an okay thing to do - spend a further hour on the phone today (40 mins on hold), and we're now left without internet at all and I've spent 4 hours of my life on the phone to you guys over the Christmas and New Year period.

Wonderful stuff Eircom. I'll be calling Monday to cancel - cancellations aren't open today, naturally - and I'll be heading back to UPC 3 months after we went back to you guys in the mistaken belief that you couldn't be as incompetent as before.

Hi PhlegmyMoses

I'm genuinely very sorry to hear this, I have requested an update from our technical support centre and as soon as I have more information I'll let you know straight away.

Thanks
Al

PhlegmyMoses

eircom: Alan wrote: »

Hi PhlegmyMoses

I'm genuinely very sorry to hear this, I have requested an update from our technical support centre and as soon as I have more information I'll let you know straight away.

Thanks
Al

It's okay Al, I've called again myself. Apparently it will be minimum 2 days, from today, before another engineer can come out. I've been told that an engineer completely breaking a line and leaving doesn't take precedence over newly reported issues as the engineers have already been assigned. Utter jokeshop. Everybody tells me that they'll put a priority on it but it never happens. So much time wasted to get YOUR guys to do their jobs.

PhlegmyMoses

Can you at least give me a time and date for when an engineer will be out? I was quick enough to get this when they were installing it. What has changed?

eircom: Alan

PhlegmyMoses wrote: »

Can you at least give me a time and date for when an engineer will be out? I was quick enough to get this when they were installing it. What has changed?

Hi PhlegmyMoses

I'll be unable to advise you on a specific date or time but I can see that priority has been placed on this. I've added a number of notes to this and will continue to request urgency with our technical support crews.

Apologies for the inconvenience this is causing PhlegmyMoses

Thanks
Al

PhlegmyMoses

eircom: Alan wrote: »

Hi PhlegmyMoses

I'll be unable to advise you on a specific date or time but I can see that priority has been placed on this. I've added a number of notes to this and will continue to request urgency with our technical support crews.

Apologies for the inconvenience this is causing PhlegmyMoses

Thanks
Al

We called back again today. We supposedly had an engineer out this morning who said we weren't home at the time (my partner was). He said that we needed an appointment and that Friday was the earliest date for this. What is it that we have been trying to do for the last 3 weeks with over 10 calls and 5 hours on the phone if not make an appointment with an engineer? We spoke to a supervisor who has seemingly expedited the process and we will have an engineer out tomorrow. We wait with bated breath.

I think we should play a game. Odds of 5/1 that the engineer actually turns up and 20/1 that he actually fixes it. Evens that we end up with a hole in the ground where our Eircom line once lay proudly and the engineer telling us it'll be July 2017 before he can get back out.

eircom: Alan

PhlegmyMoses wrote: »

eircom: Alan wrote: »

Hi PhlegmyMoses

I'll be unable to advise you on a specific date or time but I can see that priority has been placed on this. I've added a number of notes to this and will continue to request urgency with our technical support crews.

Apologies for the inconvenience this is causing PhlegmyMoses

Thanks
Al

We called back again today. We supposedly had an engineer out this morning who said we weren't home at the time (my partner was). He said that we needed an appointment and that Friday was the earliest date for this. What is it that we have been trying to do for the last 3 weeks with over 10 calls and 5 hours on the phone if not make an appointment with an engineer? We spoke to a supervisor who has seemingly expedited the process and we will have an engineer out tomorrow. We wait with bated breath.

I think we should play a game. Odds of 5/1 that the engineer actually turns up and 20/1 that he actually fixes it. Evens that we end up with a hole in the ground where our Eircom line once lay proudly and the engineer telling us it'll be July 2017 before he can get back out.

HI PhlegmyMoses

I see engineers are assigned today. As soon as I notice any further information I'll let you know right away.

Thanks
Al

PhlegmyMoses

Cheers. I'm off today and I haven't seen anyone outside. We'll see I suppose

PhlegmyMoses

Engineer came out. Has restored basic internet (18mb) but he doesn't think the line is capable of the 100mb I signed up for. Is sending out a guy who specialises in this over the weekend, but if it can't be fixed I'll have to cancel as it's not what I signed up for.

eircom: Alan

PhlegmyMoses wrote: »

Engineer came out. Has restored basic internet (18mb) but he doesn't think the line is capable of the 100mb I signed up for. Is sending out a guy who specialises in this over the weekend, but if it can't be fixed I'll have to cancel as it's not what I signed up for.

Thanks for letting me know PhlegmyMoses

Al