Eir Customer Service is a National Discrace (Solved)

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eirisanationaldiscrace
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11 October 2017, 23:05

Eir you are a national disgrace and you are failing YOUR existing customers. For over three months now we have been asking to get connected to Extreme Direct Home Fibre Broadband (up to 1000mb speed). We know you have made the investment in installing it in our estate.
FACT 1: The KN Group Engineer who installed our phone line, confirmed over three months ago that the ducting and cabling for Extreme Direct Fibre 1000mb speed broadband is installed outside our gate.
FACT 2. My next-door neighbor has already been connected to this service and the other houses in the estate are showing on your website as available for connection. There was even an Eir representative going to door to door in our estate to inform us that this service was available!
FACT 3: You insist that it is not available to us because of an ERROR ON YOUR SYSTEM. You tell us there is no escalation point to get this corrected. Really?!
You should be ashamed of yourselves. Your company is fundamentally flawed in the way it operates if you cannot update your system with the most current information.
All we have asked for and continue to ask for is for an engineer to come out and check and confirm to you that the Direct Fibre cabling is available so that we can be connected. You DO NOT LISTEN to your customers at all, it is disgraceful.
Can anyone out there help us get this resolved?
Solved. Read answer here:

Hi there,

I've checked your line & can see the maximum speeds are up to 12Mb & e-fibre has not reached your address yet. Unfortunately, we'd be unable to give a guaranteed timeframe on this.

You can view the most up to date information on the e-Fibre roll out here.

You're also more than welcome to check your landline number or address
here. I would recommend registering your details on the above link and as soon as the service is available to you, you will be notified.

I've checked this for you & could see the e-fibre has not reached your address yet, I'm afraid. We do understand that your near-by house is fibre enabled however fibre connectivity is dependant on locality. The ports on the cabinet should be enabled fibre so that the line to the house would be connected & each line is connected to a different cabinet. It is not unusual for some people to have fibre in the same address & other's not. The factor's behind this is, the number of fibre ports enabled in the cabinet would've been used at the maximum or the cabinet is due to a fibre upgrade in the future.

We've scheduled a number of exchanges that have been running for years now to upgrade to fibre, however, there are no suggestions or details when these upgrades will go through & this would also depend upon the depth of work inherited, whether consents from the road, planning authorities and private landowners are necessary.

Apologies for the inconvenience caused.

-Vaishali

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  • eir Vaishalieir Vaishali
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    12 October 2017, 10:09

    Hi there,

    Thanks for getting in touch & I’m very sorry to hear about your experience you are having with the service. I can understand how frustrating this must be for you and I sincerely apologise for the customer journey on this.

    I can assure you this is not the norm at eir as we always strive to provide the best customer experience possible.

    Can you please PM your landline number, full postal address with eircode? I'll look into this for you now.

    -Vaishali
  • eir Vaishalieir Vaishali
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    Answer

    12 October 2017, 11:07

    Hi there,

    I've checked your line & can see the maximum speeds are up to 12Mb & e-fibre has not reached your address yet. Unfortunately, we'd be unable to give a guaranteed timeframe on this.

    You can view the most up to date information on the e-Fibre roll out here.

    You're also more than welcome to check your landline number or address
    here. I would recommend registering your details on the above link and as soon as the service is available to you, you will be notified.

    I've checked this for you & could see the e-fibre has not reached your address yet, I'm afraid. We do understand that your near-by house is fibre enabled however fibre connectivity is dependant on locality. The ports on the cabinet should be enabled fibre so that the line to the house would be connected & each line is connected to a different cabinet. It is not unusual for some people to have fibre in the same address & other's not. The factor's behind this is, the number of fibre ports enabled in the cabinet would've been used at the maximum or the cabinet is due to a fibre upgrade in the future.

    We've scheduled a number of exchanges that have been running for years now to upgrade to fibre, however, there are no suggestions or details when these upgrades will go through & this would also depend upon the depth of work inherited, whether consents from the road, planning authorities and private landowners are necessary.

    Apologies for the inconvenience caused.

    -Vaishali
  • eirisanationaldiscrace
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    18 October 2017, 14:06

    Vaishali,

    I do not accept your explanation and believe I am simply being fobbed-off with the "standard reply" that eir wheel-out to all their customers in these situations.

    We live is a rural area that is NOT densely populated. There are just four houses in our development and two of them have been to connected Extreme Direct Home Fibre Broadband in the last few weeks, as well as a small primary school opposite. I know this for a fact, and it is confirmed on your own website.

    All the properties are within a few hundred yards of each other, and here are no other properties in the immediate area. Considering just three properties have been connected I do not accept your explanation that all the ports in the cabinet have been used up.

    The KN Group Engineer who installed our phone line, confirmed over three months ago that the ducting and cabling for Extreme Direct Fibre 1000mb speed broadband is installed outside our front gate. These are newly built houses and I believe the problem lies in YOUR RECORDS, not the available infrastructure. In other words our property has not been recorded on your systems as having Extreme Direct Fibre broadband available.

    I have explained this to eir customer services until I am blue in the face. All we are asking is for one of your engineers to visit/inspect the property and update your records, but no one in your organisation will listen.

    Eir customer service is a disgrace.
  • eir Vaishalieir Vaishali
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    19 October 2017, 09:35

    I'm sorry you feel this way.

    Unfortunately, we'd be unable to arrange for Engineers to visit your premises. Once the service is available to you, you'll be notified.

    My sincere apologies for the inconvenience caused.

    -Vaishali
  • eirisanationaldiscrace
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    19 October 2017, 12:08

    Vaishali,

    Your response is unhelpful, does not address my problem or the issues I have raised. Another example of poor customer service.

    If you can't, who within the eir organisation can arrange for an engineer to visit our property? What is the osculation path?

    Also, please change the status of this thread. You have changed the status to "resolved" presumably to improve your stats. As far as I am concerned the issue is far from being resolved.

    Thank you,
    Neal
  • eir Vaishalieir Vaishali
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    19 October 2017, 16:35

    I'm sorry, Neal.

    Unfortunately, we'd be unable to arrange for Engineers to visit your premises.

    If you wish to speak with someone directly, please give a ring to our Customer Care team on 1901(freephone) & they'd be more than happy to assist you further or If you wish to log a complaint, please follow the link.

    Alternatively, you can also log a fault through the following link.

    -Vaishali

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