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Diabolical Customer Service - and €45 per Month for 0.1MB 'Broadband'
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29-04-2015 5:19pm#1Hello. I'm paying Eircom €45 per month for the following download speeds:
Impressive, isn't it?
Last August, when eFibre became available in my area, I signed up. The engineer from KN Networks who installed the line told me that Eircom would contact me within a few days with a date for the broadband installation. A few weeks passed, with no contact from Eircom, so I phoned them - only to be told that my account had been cancelled because of some kind of problem with the eFibre cabinet.
The customer service representative told me that it was a temporary problem, and that if I signed up for the standard 'NGB' service, I would be automatically upgraded to eFibre within a matter of weeks. Foolishly, I believed him, and agreed to sign up to an 18-month contract. I know, I know... I was stupid. I had just cancelled my previous provider (Imagine Wimax - the speeds weren't great, but it was still well over 50 times faster than the crap I'm currently getting from Eircom. Their customer service was pretty good too. I miss them), and figured that eFibre would be worth waiting a few weeks for. Several people have since told me that you should never believe anything Eircom tell you when they're trying to lock you into a contract. I don't intend to make that mistake again.
A few months later, I had heard nothing, so I rang Eircom again, just to get an update (I think this was October or November). After being kept on hold for a long, long time, a customer service representative eventually told me that it wasn't yet available, but Eircom would be in contact with me soon.
I patiently waited. A few months on (January or February, I think), still no word... so I rang Eircom again. After being kept on hold for the obligatory long, long time, I eventually spoke to a customer service representative, who now told me that my house was actually too far from the cabinet, and that eFibre wouldn't be available to me. I find this kind of weird because my neighbours (on both sides) have eFibre. As my house is sandwiched right between theirs, I'm not sure how I could be too far from the exchange, when they aren't. Also, why was I not initially informed of this?
Obviously, I wasn't happy with this. I mean, you wouldn't be, would you? I asked if I could cancel the contract. I was told that this wouldn't be possible without breaching the terms of the contract and therefore being liable for an early cancellation fee. It was an eighteen month contract, and that was that. The only way I could extricate myself from the contract would be to file a complaint with Eircom. He then filled out the complaint form (well, that's what he said he was doing anyway... for all I know he could have been doodling, filing his nails, playing solitaire or scratching himself), and told me I'd hear from him again within ten days. That was around two months ago... I have heard nothing.
Having been blatantly misled on three separate occasions, by three different customer service representatives, I no longer have any appetite to engage in discussion with, or give any more of my money to, a company that clearly does not give a damn about its customers. I wish to cancel my contract, preferably immediately - and definitely without having to pay any early release fee. I am not prepared to continue paying €45 per month for dial-up speeds.
How can I do this? Preferably in the most hassle-free way possible. Thanks! :)0
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Hi RayMHello. I'm paying Eircom €45 per month for the following download speeds:
Impressive, isn't it?
Last August, when eFibre became available in my area, I signed up. The engineer from KN Networks who installed the line told me that Eircom would contact me within a few days with a date for the broadband installation. A few weeks passed, with no contact from Eircom, so I phoned them - only to be told that my account had been cancelled because of some kind of problem with the eFibre cabinet.
The customer service representative told me that it was a temporary problem, and that if I signed up for the standard 'NGB' service, I would be automatically upgraded to eFibre within a matter of weeks. Foolishly, I believed him, and agreed to sign up to an 18-month contract. I know, I know... I was stupid. I had just cancelled my previous provider (Imagine Wimax - the speeds weren't great, but it was still well over 50 times faster than the crap I'm currently getting from Eircom. Their customer service was pretty good too. I miss them), and figured that eFibre would be worth waiting a few weeks for. Several people have since told me that you should never believe anything Eircom tell you when they're trying to lock you into a contract. I don't intend to make that mistake again.
A few months later, I had heard nothing, so I rang Eircom again, just to get an update (I think this was October or November). After being kept on hold for a long, long time, a customer service representative eventually told me that it wasn't yet available, but Eircom would be in contact with me soon.
I patiently waited. A few months on (January or February, I think), still no word... so I rang Eircom again. After being kept on hold for the obligatory long, long time, I eventually spoke to a customer service representative, who now told me that my house was actually too far from the cabinet, and that eFibre wouldn't be available to me. I find this kind of weird because my neighbours (on both sides) have eFibre. As my house is sandwiched right between theirs, I'm not sure how I could be too far from the exchange, when they aren't. Also, why was I not initially informed of this?
Obviously, I wasn't happy with this. I mean, you wouldn't be, would you? I asked if I could cancel the contract. I was told that this wouldn't be possible without breaching the terms of the contract and therefore being liable for an early cancellation fee. It was an eighteen month contract, and that was that. The only way I could extricate myself from the contract would be to file a complaint with Eircom. He then filled out the complaint form (well, that's what he said he was doing anyway... for all I know he could have been doodling, filing his nails, playing solitaire or scratching himself), and told me I'd hear from him again within ten days. That was around two months ago... I have heard nothing.
Having been blatantly misled on three separate occasions, by three different customer service representatives, I no longer have any appetite to engage in discussion with, or give any more of my money to, a company that clearly does not give a damn about its customers. I wish to cancel my contract, preferably immediately - and definitely without having to pay any early release fee. I am not prepared to continue paying €45 per month for dial-up speeds.
How can I do this? Preferably in the most hassle-free way possible. Thanks! :)
to cancel your account you would have to call 1901 and go through to cancellations. However I am afraid you may get same response. If you do wish us to follow up on this for you, just PM me your details and we can have this issue investigated. I cannot promise that we can change any decision already taken. But we can make sure all factors are taken into account.
Tony0 -
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Have you asked for a copy of the phone call bolded above?Hello. I'm paying Eircom €45 per month for the following download speeds:
Impressive, isn't it?
Last August, when eFibre became available in my area, I signed up. The engineer from KN Networks who installed the line told me that Eircom would contact me within a few days with a date for the broadband installation. A few weeks passed, with no contact from Eircom, so I phoned them - only to be told that my account had been cancelled because of some kind of problem with the eFibre cabinet.
The customer service representative told me that it was a temporary problem, and that if I signed up for the standard 'NGB' service, I would be automatically upgraded to eFibre within a matter of weeks. Foolishly, I believed him, and agreed to sign up to an 18-month contract. I know, I kno..................................................
How can I do this? Preferably in the most hassle-free way possible. Thanks! :)0 -
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