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Pleased with Eircom support...

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  • 12-10-2015 9:17pm
    #1
    Hungryhill
    Registered Users Posts: 49 ✭


    I live in West Cork. After a year with 100Mb fibre with Eir(com), never a problem, I got no connection on Saturday evening. Sunday still the same so I rang them, they said nothing could be done on a Sunday but to hold. Monday at 4pm a van shows up and the guy changes the socket in the wall. 
    Internet is back but very slow 10/0.1Mb, he says because they lowered my speed trying to 'sync' or whatever, and to ring support again to get full speed back.

    So after he leaves I ring and they try to fix the speed issue. Long phone call ends inconclusively because speed is still slow but she said to wait a couple of hours and she'll ring back tomorrow. This evening at peak time I notice that indeed the speed is back to my usual "full" (60/70dl 15/20ul) and I was surprised that after dinner (9pm) the same lady calls me again asking how it goes.

    I think this kind of support is very nice.

    I have no relation with Eir just a customer, but I generally write about my shopping/support online experiences so here it goes.


Comments

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    #2
    eir: Tracey
    Closed Accounts Posts: 2,136 ✭✭✭eir: Tracey


    Hungryhill wrote: »
    I live in West Cork. After a year with 100Mb fibre with Eir(com), never a problem, I got no connection on Saturday evening. Sunday still the same so I rang them, they said nothing could be done on a Sunday but to hold. Monday at 4pm a van shows up and the guy changes the socket in the wall. 
    Internet is back but very slow 10/0.1Mb, he says because they lowered my speed trying to 'sync' or whatever, and to ring support again to get full speed back.

    So after he leaves I ring and they try to fix the speed issue. Long phone call ends inconclusively because speed is still slow but she said to wait a couple of hours and she'll ring back tomorrow. This evening at peak time I notice that indeed the speed is back to my usual "full" (60/70dl 15/20ul) and I was surprised that after dinner (9pm) the same lady calls me again asking how it goes.

    I think this kind of support is very nice.

    I have no relation with Eir just a customer, but I generally write about my shopping/support online experiences so here it goes.
    Hi Hungryhill, 

    I'm delighted to hear this :-) 

    Thanks for the positive feedback, I'll be sure to pass this on.

    Thanks 

    Tracey 


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    #3
    Eir_Customer
    Registered Users Posts: 5 ✭Eir_Customer


    Perhaps Eir should concentrate on the customers who are having everyday problems with your service.

    It is quite antagonizing to see other customers getting a service while the rest of us have to resort to posting on these boards in an effort to get any service.

    Lady calls back? this has to be a 1st


  • Options
    #4
    eir: Alan
    Closed Accounts Posts: 1,305 ✭✭✭eir: Alan


    Eir_Customer wrote: »
    Perhaps Eir should concentrate on the customers who are having everyday problems with your service.

    It is quite antagonizing to see other customers getting a service while the rest of us have to resort to posting on these boards in an effort to get any service.

    Lady calls back? this has to be a 1st
    Hi Eir_Customer

    We appreciate all feedback and also recognize positive feedback. I see you have another thread where you raised your issues and I will respond as soon as I can. Please note that there's a targeted 24 hr response timeframe here but I'll do my best to get back to you earlier than that.

    Al


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