Query regarding recent order

lawred2

Hi,

I placed an order yesterday for broadband and home phone. Got confirmation email as advised.

However the recurring charge on the email is not as I would have expected.

I ordered eFibre Unlimited Bundle online with the UK/International anytime add on. The UK/International add on was free for the first three months if ordered online.



This is how I would have expected the cost breakdown


months 1 - 3: €30 (eFibre 6 month online offer + 3 month free
UK/International add on)
months 4 - 6: €37.50 (eFibre 6 month online offer +
UK/International add on)
months 7 - 18: €65:50 (all promotional offers expired)



Can someone verify that the order is as I expect?

Also, can someone verify that it is indeed eTalk anytime local & national?


Thanks very much,
Dave

eircom: Alan

lawred2 wrote: »

Hi,

I placed an order yesterday for broadband and home phone. Got confirmation email as advised.

However the recurring charge on the email is not as I would have expected.

I ordered eFibre Unlimited Bundle online with the UK/International anytime add on. The UK/International add on was free for the first three months if ordered online.



This is how I would have expected the cost breakdown


months 1 - 3: €30 (eFibre 6 month online offer + 3 month free
UK/International add on)
months 4 - 6: €37.50 (eFibre 6 month online offer +
UK/International add on)
months 7 - 18: €65:50 (all promotional offers expired)



Can someone verify that the order is as I expect?

Also, can someone verify that it is indeed eTalk anytime local & national?


Thanks very much,
Dave

Hi Dave,

I just replied to your PM requesting your address, send this on to me and I'll request clarification on your order.

Al

lawred2

eircom: Alan wrote: »

lawred2 wrote: »

Hi,

I placed an order yesterday for broadband and home phone. Got confirmation email as advised.

However the recurring charge on the email is not as I would have expected.

I ordered eFibre Unlimited Bundle online with the UK/International anytime add on. The UK/International add on was free for the first three months if ordered online.



This is how I would have expected the cost breakdown


months 1 - 3: €30 (eFibre 6 month online offer + 3 month free
UK/International add on)
months 4 - 6: €37.50 (eFibre 6 month online offer +
UK/International add on)
months 7 - 18: €65:50 (all promotional offers expired)



Can someone verify that the order is as I expect?

Also, can someone verify that it is indeed eTalk anytime local & national?


Thanks very much,
Dave

Hi Dave,

I just replied to your PM requesting your address, send this on to me and I'll request clarification on your order.

Al

Hi Alan,

PM sent.

Thanks.
Dave

eircom: Alan

lawred2 wrote: »

eircom: Alan wrote: »

lawred2 wrote: »

Hi,

I placed an order yesterday for broadband and home phone. Got confirmation email as advised.

However the recurring charge on the email is not as I would have expected.

I ordered eFibre Unlimited Bundle online with the UK/International anytime add on. The UK/International add on was free for the first three months if ordered online.



This is how I would have expected the cost breakdown


months 1 - 3: €30 (eFibre 6 month online offer + 3 month free
UK/International add on)
months 4 - 6: €37.50 (eFibre 6 month online offer +
UK/International add on)
months 7 - 18: €65:50 (all promotional offers expired)



Can someone verify that the order is as I expect?

Also, can someone verify that it is indeed eTalk anytime local & national?


Thanks very much,
Dave

Hi Dave,

I just replied to your PM requesting your address, send this on to me and I'll request clarification on your order.

Al

Hi Alan,

PM sent.

Thanks.
Dave

Thanks Dave

Al

lawred2

Hi Alan,

Hope all is well.

Any update on query?

Regards,
Dave

eircom: Alan

lawred2 wrote: »

Hi Alan,

Hope all is well.

Any update on query?

Regards,
Dave

Hi lawred2

Sincere apologies for the delays, I believe you were advised of the appointment over the phone? I have still yet to have confirmation surrounding the package cost from online opps but let me chase this up for further and I'll get back to you soon - either way I'll ensure you get what you signed up for

Al

lawred2

eircom: Alan wrote: »

Hi lawred2

Sincere apologies for the delays, I believe you were advised of the appointment over the phone? I have still yet to have confirmation surrounding the package cost from online opps but let me chase this up for further and I'll get back to you soon - either way I'll ensure you get what you signed up for

Al

Well after taking annual leave for this installation appointment, it turns out unsurprisingly that it can't be completed because the infrastructural work was only half done. Cabinet to the house is done but not enough ports back to the exchange...

And no word as to when that might be resolved..

Frustrated is not the word.

I've already called 1901 and it has been 'escalated'.. can you follow up on that please?

eircom: Alan

lawred2 wrote: »

eircom: Alan wrote: »

Hi lawred2

Sincere apologies for the delays, I believe you were advised of the appointment over the phone? I have still yet to have confirmation surrounding the package cost from online opps but let me chase this up for further and I'll get back to you soon - either way I'll ensure you get what you signed up for

Al

Well after taking annual leave for this installation appointment, it turns out unsurprisingly that it can't be completed because the infrastructural work was only half done. Cabinet to the house is done but not enough ports back to the exchange...

And no word as to when that might be resolved..

Frustrated is not the word.

I've already called 1901 and it has been 'escalated'.. can you follow up on that please?

I'm sorry to hear this lawred2

I'll look in to this and get back to you as soon as I have more information

Thanks
Al

lawred2

Hi Alan,

Any update on this?

I would expect that this would be treated as a matter of urgency at this stage by Eircom.. yet no agent of Eircom has been in touch since 11am this morning when I reported the issue...

lawred2

Hi Alan,

Any update today for me?

Regards,
Dave

eircom: Alan

lawred2 wrote: »

Hi Alan,

Any update today for me?

Regards,
Dave

Not yet lawred2 - I've been advised that they hope to have an update on Monday morning though.

Thanks
Al

lawred2

eircom: Alan wrote: »

lawred2 wrote: »

Hi Alan,

Any update today for me?

Regards,
Dave

Not yet lawred2 - I've been advised that they hope to have an update on Monday morning though.

Thanks
Al

Afternoon Alan,

An update as to when required work will commence/be completed? And what exactly that work is?

eircom: Alan

lawred2 wrote: »

eircom: Alan wrote: »

lawred2 wrote: »

Hi Alan,

Any update today for me?

Regards,
Dave

Not yet lawred2 - I've been advised that they hope to have an update on Monday morning though.

Thanks
Al

Afternoon Alan,

An update as to when required work will commence/be completed? And what exactly that work is?

Hi Lawred2

Not sure if you have seen my previous post? I'll update you as soon as I have more information (I just want to assure you that the delays are not expected to be anywhere as long as your previous order for a few months ago)

Cheers
Al

lawred2

eircom: Alan wrote: »

lawred2 wrote: »

eircom: Alan wrote: »

lawred2 wrote: »

Hi Alan,

Any update today for me?

Regards,
Dave

Not yet lawred2 - I've been advised that they hope to have an update on Monday morning though.

Thanks
Al

Afternoon Alan,

An update as to when required work will commence/be completed? And what exactly that work is?

Hi Lawred2

Not sure if you have seen my previous post? I'll update you as soon as I have more information (I just want to assure you that the delays are not expected to be anywhere as long as your previous order for a few months ago)

Cheers
Al

Hi Alan,

Yes I saw you previous post; but reading my response back I can see why it looked like I might not have.. Sorry.

What I was asking was whether the update on Monday would contain what work needs doing, when it's expected to start and when it's expected to be completed.

I'm glad to hear that delays are not expected to be as long as previous..

eircom: Alan

lawred2 wrote: »

eircom: Alan wrote: »

lawred2 wrote: »

eircom: Alan wrote: »

lawred2 wrote: »

Hi Alan,

Any update today for me?

Regards,
Dave

Not yet lawred2 - I've been advised that they hope to have an update on Monday morning though.

Thanks
Al

Afternoon Alan,

An update as to when required work will commence/be completed? And what exactly that work is?

Hi Lawred2

Not sure if you have seen my previous post? I'll update you as soon as I have more information (I just want to assure you that the delays are not expected to be anywhere as long as your previous order for a few months ago)

Cheers
Al

Hi Alan,

Yes I saw you previous post; but reading my response back I can see why it looked like I might not have.. Sorry.

What I was asking was whether the update on Monday would contain what work needs doing, when it's expected to start and when it's expected to be completed.

I'm glad to hear that delays are not expected to be as long as previous..

Cheers Lawred2

I do not have any of that information I'm afraid - Ultimately I'm still awaiting clarification myself and the only useful information I now have is that I have been told I should have more details on Monday. I know this is really frustrating and I'm sorry I can;t do more right now.

Thanks
Al

lawred2

I greatly appreciate that you engage with the customer Alan. I was 'promised' a callback from the 1901 CS team whether there was an update or not.. Heard zilch. Nor do I expect to.

Without yourself; the CS experience with Eircom would be dismal.

Doubt it's the first time you've heard that.

Anyway; thank you.

lawred2

Hi Alan,

Just got a text from Eircom with the following content

"Your installation has been arranged for the morning of the 27th August. Should you wish to reschedule, call 1800580500 before 4PM today. Thank you, eircom"

I take it I should ignore that?

eircom: Alan

lawred2 wrote: »

Hi Alan,

Just got a text from Eircom with the following content

"Your installation has been arranged for the morning of the 27th August. Should you wish to reschedule, call 1800580500 before 4PM today. Thank you, eircom"

I take it I should ignore that?

Yes you can ignore that lawred2

Sorry about this,

Thanks
Al

lawred2

Any updates from networks team Alan?

lawred2

No updates? On the original query? Or the needed infrastructural work?

lawred2

No updates? On the original query? Or the needed infrastructural work?

eircom: Alan

lawred2 wrote: »

No updates? On the original query? Or the needed infrastructural work?

Hi lawred2

Apologies, I was not available for the past few days. I will request an update again and get back to you asap.

Thanks
Al

lawred2

eircom: Alan wrote: »

lawred2 wrote: »

No updates? On the original query? Or the needed infrastructural work?

Hi lawred2

Apologies, I was not available for the past few days. I will request an update again and get back to you asap.

Thanks
Al

Thanks Al.. on my way home last night I passed some lads from KN who were starting the work to increase capacity at the cabinet. So looks like that should be done shortly. Still be good to get an update if there is one.

Cheers

eircom: Alan

lawred2 wrote: »

eircom: Alan wrote: »

lawred2 wrote: »

No updates? On the original query? Or the needed infrastructural work?

Hi lawred2

Apologies, I was not available for the past few days. I will request an update again and get back to you asap.

Thanks
Al

Thanks Al.. on my way home last night I passed some lads from KN who were starting the work to increase capacity at the cabinet. So looks like that should be done shortly. Still be good to get an update if there is one.

Cheers

Hi lawred2

There is still no predicted or advisable date but I'll keep pushing for more information for you.

Thanks
Al

lawred2

Alan,

I appreciate that you're doing your best but two weeks is long enough to allow eircom to confirm details of the contract that they have entered into with me. (never mind failure to deliver on promised installation). Eircom have not provided me with what should be easily and readily available details.

I am now stating my intention to cancel this contract under 14 day cooling off period. Can you confirm that this order is now cancelled?

All the best,
Dave

lawred2

Hi Alan,

Can you confirm that the address to return eircom router to is

Eircom Logistics,
Cragg Ave,
Clondalkin,
D24

If not; could you provide me with the correct address?

Also, can you detail which information I need to include with return? Would order number & account number be sufficient?

Thanks,
Dave

eircom: Alan

lawred2 wrote: »

Alan,

I appreciate that you're doing your best but two weeks is long enough to allow eircom to confirm details of the contract that they have entered into with me. (never mind failure to deliver on promised installation). Eircom have not provided me with what should be easily and readily available details.

I am now stating my intention to cancel this contract under 14 day cooling off period. Can you confirm that this order is now cancelled?

All the best,
Dave

Hi lawred2



Your feelings on this are certainly appropriate and I'm sorry I cannot offer better news. As the service has not be installed you will be free to cancel this at anytime, so the offer is there to give it a little longer if you wish? - Please let me know either way Dave I can still cancel if you wish.


Thanks
Al

lawred2

eircom: Alan wrote: »

lawred2 wrote: »

Alan,

I appreciate that you're doing your best but two weeks is long enough to allow eircom to confirm details of the contract that they have entered into with me. (never mind failure to deliver on promised installation). Eircom have not provided me with what should be easily and readily available details.

I am now stating my intention to cancel this contract under 14 day cooling off period. Can you confirm that this order is now cancelled?

All the best,
Dave

Hi lawred2



Your feelings on this are certainly appropriate and I'm sorry I cannot offer better news. As the service has not be installed you will be free to cancel this at anytime, so the offer is there to give it a little longer if you wish? - Please let me know either way Dave I can still cancel if you wish.


Thanks
Al

Hi Al,

As I said; this is no reflection on yourself. You've always been helpful and honest. Which I appreciate.

But please; can you process the cancellation as soon as possible and send me a notification when complete?

Regards,
Dave

eircom: Alan

lawred2 wrote: »

eircom: Alan wrote: »

lawred2 wrote: »

Alan,

I appreciate that you're doing your best but two weeks is long enough to allow eircom to confirm details of the contract that they have entered into with me. (never mind failure to deliver on promised installation). Eircom have not provided me with what should be easily and readily available details.

I am now stating my intention to cancel this contract under 14 day cooling off period. Can you confirm that this order is now cancelled?

All the best,
Dave

Hi lawred2



Your feelings on this are certainly appropriate and I'm sorry I cannot offer better news. As the service has not be installed you will be free to cancel this at anytime, so the offer is there to give it a little longer if you wish? - Please let me know either way Dave I can still cancel if you wish.


Thanks
Al

Hi Al,

As I said; this is no reflection on yourself. You've always been helpful and honest. Which I appreciate.

But please; can you process the cancellation as soon as possible and send me a notification when complete?

Regards,
Dave

No problem lawred2

I'll escalate to cancellations and arrange complete closure of this order. Again I do sincerely apologise for all this.

The address you provided above it correct for return of equipment.

Thanks
Al

lawred2

Hi Alan,

Do you think that this cancellation might be processed before COB today?

-Dave

eircom: Alan

lawred2 wrote: »

Hi Alan,

Do you think that this cancellation might be processed before COB today?

-Dave

I don't lawred2 - It takes up to 24Hrs to complete - and the weekend is not included in that timeframe. I will let you know as soon as it is cancelled though.

Thanks
Al