My complaint:
Last week (Thursday 28th April) Eir changed our broadband cable from a phone line to fibre – a positive and welcome development.
The landline has not worked since then, but that is not the main issue here.
The fibre installer’s attitude was curt at best, and unhelpful, but that is not the main issue here either.
However, on the same day, without telling us, Eir disconnected our Eir-Vision TV service, and we have not had TV service since.
We were told that the replacement box, and Apple-TV box, is with the courier. One week later, we still don’t know when this Apple-TV box will arrive, and Eir have washed their hands of it by simply giving me an email address and tracking number for the courier, and telling me that I am the courier’s customer, and the issue is between the courier and me.
The courier tracking webpage (extract attached) says that it will be out for delivery withing the delivery service timeframe that you requested – this is bogus in that we did not agree to be without TV service for any length of time, certainly not over a week.
Suggested solution:
Eir should not disconnect a customer's TV service until a replacement service is available.
Eir should apologise to a customer whose TV service has been disconnected without that customer's knowledge or agreement - the customer service agent was very polite, but did not acknowlege that unexpected service connection was not okay, and did not apologies on behalf of Eir for the service disconnection or for fobbing me off with and email to chase after the courier myself.
Eir should maintain their responsibility with regard to restoration of the TV service, instead of telling the customer to liaise with the courier, and Eir should advise when the TV service will be restored.
Eir should give me the opportunity to complain in writing by email.
