Comments on: Formal Complaint To Eircom

By: taint.org: Justin Mason’s Weblog » Eircom broadband — it’s never easy

Wed, 09 May 2007 10:22:07 +0000

[...] As a result, I’ve had to reorder from scratch. The previous 10 working days we’ve waited counts for nothing. (The agents lie through their teeth about this, though — one agent says they’ll send it out in the “next 3-5 days”, the next agent insists that we have to wait the full 10 days, and the next says somewhere in between — anything to get us off the line within 4 minutes.) [...]

By: Please State Your Complaint - I'm Sorry - Time's Up! « Edgecast Media

Please State Your Complaint - I'm Sorry - Time's Up! « Edgecast Media — Wed, 25 Apr 2007 12:00:45 +0000

[...] State Your Complaint - I’m Sorry - Time’s Up! Hugh Green comments that Eircom have come up with an inspired strategy for dealing with customer complaints. The [...]

By: hughgreen

hughgreen — Wed, 25 Apr 2007 07:43:46 +0000

Hi Conn,

I notice that they no longer have an e-mail address on their website for logging complaints. They say you can log it by e-mail, but this is a hyperlink which takes you to an on-line form with a limit of 400 characters.

I spent this morning writing up an e-mail complaint, which even by my best efforts at brevity came to 4,923 characters.

The comments of eircom agent are interesting, and entirely borne out by my own experience with 1901 over the last couple of days.

By: eircom agent

eircom agent — Sun, 01 Apr 2007 20:11:59 +0000

I work as a 1901 agent for eircom and the reason you cant get broadband is because the line is not suitable…uit needs to be upgraded but they wont do that…so realy its like tough sh*t to the customer if they cant get it…also with phone line having to wait months (in some cases years) still even i dont no…all we can do is give them the date on the system saying “your phone line should be up and running by the forecast date which is always a few months or a year away.”We could email off to the technicians to get a further update but they never get back…so really if the date on the system does show up2008for there line…obviously if you dont want an ear ache…you’ll blag your way around the call…saying aw a technician will be in touch soon!!!
Thats eircom for ya!When it gets to the broadband end of things ,when we test the line and it shows a fail TOUGH SH*T really because nothings going to be done no matter what you do!There is no facility for us to turn around and investigate why the customer cant get it and when will it be up and running as where all tied down to log in time and call handling time–basically it destroys an agents bonus if they log out to call customers and to be on the call longer than 4minutes so once you see 4 minutes on the call you try and fob the customer off in most cases as the bonus is too precious!!so mabey Eircom should facilitate the system to be more geared towards customer quality and not “perfect agent targets”….i think its great craic listening to customers go mad on the phones but after a few months its just borring thats why dont have long left…and the amount of people coming and going thats why nobody knows what there at….its all down to the staff not being treated well…like if your not happy the customers wont be happy!!

By: Conn Ó Muíneacháin

Conn Ó Muíneacháin — Fri, 23 Mar 2007 11:53:39 +0000

UPDATE 22 MARCH 2007: The issue has been resolved in my case. See here for further details. However, split lines continue to be a problem for many people.

By: Mark L

Mark L — Wed, 14 Mar 2007 17:25:11 +0000

Its all very familiar. I have been trying to get Broadband since December 2006. Eircom first told me line not suitable but should be upgraded mid January. Call January were told it would be February and the “Kind” sales agent said he will put us on a priority list! Called february and was told it will be March if at all in the next 3-4 months. Also no record/no such thing as a priority list. A week later I got a call from an Indian lady on a very bad line. I was difficult to unterstand her but she did say that the upgrade to our line is complete and broadband modem will be with us in 5-10 working days. on the 12th working day after the call no sign of our modem. Called Eircom and was staggered. The was no record of our broadband order and our line is STILL not suitable for broadband!!!! I asked to complain to management but was told that “there was no management in the office”. Did not have time to call the next day due to been in work. The Complaints office has the same working hours as I do! So I went on the Eircom website to send a complaint email- Limited to 400 charactors - Load of Sxxt.

PS. Live in a 4 house Cul de Sac. All 3 neighbours have Eircom broadband.

By: BarryM

BarryM — Wed, 06 Dec 2006 08:13:49 +0000

Hi,

What a familiar sequence! Until LLU is actually implemented it will ever be thus. OTOH LLU cannot be properly implemented as long as multiplexing exists. I was informed some time ago that in many ‘rural’ areas (meaning they were rural at one time, a lot of them have been urbanised since) over 50% of the lines have been multiplexed, due to lack of circuits.

I had (in the old days!) a dial-up connection which dropped the throughput from one day to the next and when I phoned the guy said ‘oh f**k, we didn’t realise that you were “on data” and we multiplexed you’

Now, if you expect a change…. I was reliably informed that Mr Howard, the OZ PM visited Ireland last year to get an assurance from Bertie that the new owners of Eircom would not be ‘interfered with’ i.e. no legislation which would require LLU, for example, would be introduced. The Minister had already announced the ‘heads of the legislation were ready’ but when I asked him in September he said ‘there is no time on the Dail calendar’ - draw your own conclusions.

There is an election next year, ask all those who canvass you what their party’s intentions are…… you’ll get interesting answers, if you get one at all.

By: Conn Ó Muíneacháin

Conn Ó Muíneacháin — Wed, 22 Nov 2006 10:30:59 +0000

Hi Aido,

Satellite is an option, but it’s expensive and it has latency which makes it unsuitable for certain applications such as Voice Over IP.

It appears to be the luck of the draw whether you get a split line or a full line. Several houses in that area are currently enjoying broadband service on their dedicated lines. My advice? Cross your fingers.

By: Aido C

Aido C — Mon, 20 Nov 2006 17:06:31 +0000

I am hopefully moving to sixmile bridge what are my options, is there not a digital satelite provider ? I have heard that they mess around untill you threaten to get one of these

By: Eoin

Eoin — Fri, 27 Oct 2006 10:50:53 +0000

I know the feeling!

Keep putting up the correspondance - I’ve linked this to my page of letters and correspondance seeking help…any help…in getting anything from anybody….

Telephone calls are no good unless you record them…maybe as MP3? and entertain us.

Go n-éirí leat Conn

Eoin