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Eircom cancellation

mrmright · 2015-05-18 15:12:03

Hi I have cancelled my account today hoping to be able to cancel without penalty. I was told that the line was active on the 27th of April but i did not receive my equipment until the 7th of May which was signed for by me via a GLS courier. Without the equipment i did not have any idea the line was active so early. I rang…

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18-05-2015 4:12pm

#1

mrmright

Registered Users Posts: 55 ✭✭

Join Date: June 2008

Posts: 37

Hi

I have cancelled my account today hoping to be able to cancel without penalty. I was told that the line was active on the 27th of April but i did not receive my equipment until the 7th of May which was signed for by me via a GLS courier.

Without the equipment i did not have any idea the line was active so early.

I rang the loyalty team on a few occasions requesting to cancel my account unless i could be connected to an efibre cabinet and i was told there would be a strong possibility of this happening as we were the only property not connected to an efibre enabled cabinet in the area and that there were 2 cabinets available close by. I was then told on 2 occasions to wait for an engineer to inspect the line as there maybe a fault on the line. The engineer from KN Networks only arrived today to carry out his survey and i was told that it could not be connected without digging a trench as my line currently is an old copper line connected to an overhead pole that runs direct to the exchange and the most i could get from the line was upto 2mb.

Now i am been charged €150 to cancel my contract.

Surely the cooling off period should be from the time you receive your equipment as that would indicate that your order for broadband is complete.

Any assitance, confirmatioin or resolution would be much appreciated.

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#2 19-05-2015 9:43am
eircom: Alan

Closed Accounts Posts: 6,831 ✭✭✭

Join Date: October 2012

Posts: 6748

mrmright wrote: »

Hi

I have cancelled my account today hoping to be able to cancel without penalty. I was told that the line was active on the 27th of April but i did not receive my equipment until the 7th of May which was signed for by me via a GLS courier.

Without the equipment i did not have any idea the line was active so early.

I rang the loyalty team on a few occasions requesting to cancel my account unless i could be connected to an efibre cabinet and i was told there would be a strong possibility of this happening as we were the only property not connected to an efibre enabled cabinet in the area and that there were 2 cabinets available close by. I was then told on 2 occasions to wait for an engineer to inspect the line as there maybe a fault on the line. The engineer from KN Networks only arrived today to carry out his survey and i was told that it could not be connected without digging a trench as my line currently is an old copper line connected to an overhead pole that runs direct to the exchange and the most i could get from the line was upto 2mb.

Now i am been charged €150 to cancel my contract.

Surely the cooling off period should be from the time you receive your equipment as that would indicate that your order for broadband is complete.

Any assitance, confirmatioin or resolution would be much appreciated.

Hi mrmright

I'm sorry to hear of the issues you have experienced with your installation so far. If you could please PM me your eircom account (or order) number I will be happy to look in to this further for you.

Thank you

Al

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