Broadband service still not fixed (Solved)


racersedge99
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31 October 2017, 20:02

Eir,

My broadband went down on 12/10/2017. The fault is still not fixed. After contacting your chat team and tech 'helpline', I'm still no closer to finding out when my line is getting fixed. Below is a timeline of what I have had to go through and the hoops you are forcing me to go through (while paying for a service you don't seem keen to fix). You espouse that it should take two to three working days to get things resolved. As of today, I am on working day ELEVEN without broadband.

Honestly, I don't hold out much hope that you can do much. But it might make feel a little bit better to get this off my chest and might give people an idea of how the system actually works.

12/10/2017: Broadband stopped working on this evening. Fault was logged via the online chat team. There was nothing done about it in the preceding days, which was what we expected due to the storm that closed the country down on Monday 16th.

18/10/2017: Engineer came to the door and spoke to my wife. He plugged his meter box to check the line. He said there was a ‘big spike’ that indicated that the fault was outside on the line. He felt that this was caused by a third-party contractor disconnecting our line. He proceeded to go out and check the pole and ‘pair us up’. He never returned to talk to my wife. I then contacted the online chat team to clarify where he had gone. We were told to wait and it would be fixed as soon as possible.

19/10/2017: I received a missed call at 15:42 from the engineer. I called and left at message for him when I got out of work just past 16:00. He returned my call at 16:30. In this call he proceeded to tell me what he had told my wife. He stated that there was ‘no record’ of our line out this way and that he believed one of SLN contractors had disconnected us from the cabinet and that there were no free slots left in it. He told me he would have to go and back trace our line from the town cabinet and he would get back in touch when this was done.

20/10/2017: I called your Tech ‘Helpline’ at 13:30 on this day and was talking to one – Paul I believe his name was. I was annoyed considering what your engineer had told me and wanted clarification as to how this could have been caused. Your tech proceeded to tell me that the engineer was wrong in his assessment and it had been passed on to another engineer that would be able to fix it. I asked when this would be done and the tech line person told me it would likely be the following Monday or Tuesday.

24/10/2017: With no sign of anything been done, I contacted your online chat team. I got a very vague and general response of waiting one or two days and it should be fixed. I was highly unimpressed in the manner I was handled and felt that it wasn’t dealt with in a professional manner.

25/10/2017:  Annoyed with the response I was given, I decided to recall your tech ‘helpline’. Speaking with a member of the team at 12:07 I went through everything in detail that I have listed above and voiced my displeasure at the lack of contact regarding the fault. I was personally assured by this person, CJ, I believe he identified himself as, that my fault was now placed on a priority list and that it would be fixed by the close of business on Friday.

27/10/2017: It came to Friday evening that I was ‘promised’ it would be fixed and had no response. Due to my working hours, I had to get my wife, Caroline, to call on my behalf at 16:53. He assured her that someone would be one to two working days. My wife told him that we had been ‘promised’ someone out by the end of the working day and nobody had shown. He informed her that he would go off and try to find out what was going on.

I then received a missed call at 16:59. I received a voicemail from one of your team informing me that he was following this up by checking up on it and he would call me back. He never did. I have this voicemail saved on my phone as proof.

28/10/2017: I decided that given your tech ‘helpline’ and chat agents seemed incapable of helping, I decided to visit the Eir Store in Newbridge regarding it and to talk to someone face to face. Your male agent at the shop (I visited it just after 10am) told me there was not much that he could do but offered to put me through, yet again, to your tech ‘helpline’. I accepted, because I didn’t want to be charged again for calling the tech ‘helpline’. Talking with this agent on the phone there appeared to be no notice that we were on a priority fix list, which had been promised to me on the call on the 25/10/2017. He stated it had only gone on that list as of the 27/10/2017. I was again, apologised to after he consulted with the engineering department and that I might get someone out today, if not on Tuesday after the bank holiday.

31/10/2017: Still no sign of any change so I decided, once more, to contact the Eir online chat team. Your agent, for the first time, put me through to the chat with the technical department. I had a long chat with ‘Anthony’ on this matter who, to his credit, told me he made contact with the engineering department. By the end of this conversation he re-confirmed that the fault had been prioritised on the 27/10/2017. Engineers had twice on it on the 18/10 and 19/10 and had since been assigned to a different crew. He could not however, despite me asking, give me an estimation as to where I was on the list apart from been on a priority list.

This however does not explain as to why nothing has been done in the past seven working days. Or why Eir have not had the good grace to get in contact with me in the meantime regarding this issue. Every single time either myself or my wife have had to go to you to extract information about the case. We are now almost three weeks without broadband services, something that you no doubt will charge me for despite your seeming unwillingness to attempt to fix the fault.

I am as you can imagine, immensely frustrated and sick and tired of been relayed ‘apologises for you inconveniences (which I assume must be a copy and paste command). It is not good enough. A formal complaint has been lodged (to which, if it is responded to, will get this copy of events thus far) and I have every intention of then forwarding it on to the Communications Regulator (for whatever that may be worth) in the hopes that maybe then the fault might be fixed or your company will have the good decency to contact me with a specific plan as to how you intend to fix this fault and restore the services I am paying for.
Solved. Read answer here:

Problem is solved. Unfortunately it seems that the Eir Customer Service have absolutely no idea what is going on inside their own house. It really is shocking. Late last week given the blunder after blunder, I made an official complaint to the Communications Regulator. Some coincidence that when they tell me they are getting in touch with Eir, engineers arrived to fix.

I have to give credit where it is due to the engineering team for spending the time to get it right. They were full of information, unlike the customer service team, and even made sure my wife could connect before they left. I don't know why you, Vaishali, and the rep on the Boards.ie site have both said it needs a survey. It's fixed, so please don't break it.

Next up is to deal with Eir under their Customer Service Garantee. Looking at the information there, because the fault was reported and not dealt with within the timeframe, I should be due a rebate to the tune of two months free line rental. See here: https://www.eir.ie/.content/pdf/pricing/Pt8.1.pdf

This something that can be sorted here or do I have to jump through more hoops?

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  • eir Vaishalieir Vaishali
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    1 November 2017, 13:42

    Hi Racersedge99,

    Thank you so much for getting in touch with us here.

    I’m very sorry to hear you're still experiencing issues with 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. Once the issue is fixed, please come back to us so that we can credit your account for the downtime you've faced.

    Can you please PM me with your account number & full name? I'll look into this for you now.

    -Vaishali
  • racersedge99
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    1 November 2017, 14:16

    PM Sent.

    Save your apologises. While well intentioned they don't get me any closer to solving the problem. This apparently is the norm for Eir. You can take just one look at the timeline above to realise just how deep the issues run and how I have been ignored by multiple members of your customer 'service' team. I want action, not apologises.

    And along with looking for a rebate for my downtime, I will also be looking for money back on the multiple times I have had to call your 1890 helpine to no avail.
  • eir Vaishalieir Vaishali
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    1 November 2017, 16:27

    I'm sorry you feel this way, Raceredge99.

    I've received your PM & I'll respond to your PM shortly.

    -Vaishali
  • racersedge99
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    2 November 2017, 19:16

    Still awaiting an update/response please.
  • racersedge99
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    3 November 2017, 17:53

    Still awaiting an update/response please. Two days awaiting a response from you.
  • eir Vaishalieir Vaishali
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    7 November 2017, 15:28

    I'm sorry for the delayed response, Raceredge99.

    I've liaised with the relevant team & they have advised that the works Order is required on this one, however, before that, a specific tech needs to go out to survey exactly what work needs to be done. A mail has been sent to the Field Manager to get a move on with getting that survey done. Once that’s complete the fault will be updated with a forecast date for the final work to be done.

    -Vaishali
  • racersedge99
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    7 November 2017, 22:24

    Problem is solved. Unfortunately it seems that the Eir Customer Service have absolutely no idea what is going on inside their own house. It really is shocking. Late last week given the blunder after blunder, I made an official complaint to the Communications Regulator. Some coincidence that when they tell me they are getting in touch with Eir, engineers arrived to fix.

    I have to give credit where it is due to the engineering team for spending the time to get it right. They were full of information, unlike the customer service team, and even made sure my wife could connect before they left. I don't know why you, Vaishali, and the rep on the Boards.ie site have both said it needs a survey. It's fixed, so please don't break it.

    Next up is to deal with Eir under their Customer Service Garantee. Looking at the information there, because the fault was reported and not dealt with within the timeframe, I should be due a rebate to the tune of two months free line rental. See here: https://www.eir.ie/.content/pdf/pricing/Pt8.1.pdf

    This something that can be sorted here or do I have to jump through more hoops?
  • eir Vaishalieir Vaishali
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    8 November 2017, 12:48

    I'm glad to hear that your issue is solved.

    Yes, you can get the compensation for this, Raceredge99.

    -Vaishali
  • 25Wendy12
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    14 November 2017, 17:08

    EIR 'customer services' are utter cock-wombles.I don't even think 'they' are real people. I honestly think 'they' are auto-mated computer robots with 'names'. EIR is THE WORST company I have EVER experienced in ALL my life. The whole company should be shut down,taken over by trained chimps and re-started!............Now wait for it!.........."I'm sorry you feel this way,PM your details and I will look into your problem for you."
  • eir Vaishalieir Vaishali
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    15 November 2017, 11:40

    Hi there 25Wendy12,

    Thank you so much for getting in touch with us here.

    I’m very sorry to hear you're still experiencing issues with 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.

    Is there anything else I can assist you with here?

    -Vaishali

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