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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

I need some advice...

12 replies

JustaNickname · 04/04/2011 15:59

So I signed up for Broadband and a Land line with Eircom in January (I live in Ireland BTW) The package was meant to roughly ?50 a month. The connection was free and the Broadband box was free also VAT. So just got my first bill in and it should have come to ?100 for two months plus a couple of euros extra for some calls I made. It has actually come to ?181. I'm livid to say the least. Rang up Eircom and have spoken to three different people. They are all telling me that nothing was free and I was never told anything was going to be free. The whole reason I signed up for the Broadband in January was because of this offer because I couldn't have afforded it otherwise. I even wrote it down all the extras on a piece of paper at the time when I was on the phone to show my dad and see what he thought. They are refusing to accept that I was told this and are saying I will have to pay the bill. WWYD? Any advice would be greatly appreciated.

OP posts:

glitzy · 04/04/2011 16:01

Have you nothing in writing (an advert or anything ) from them saying any parts of it were free?

TragicallyHip · 04/04/2011 16:02

Do you have any emails/letters with the offer in writing? How did you hear about the offer?

RJRabbit · 04/04/2011 16:04

Write to them, giving as much info about the original phone call as possible (date, person you spoke to, list of features). Outline what you were expecting and that you've had to speak to 3 people and have not been treated respectfully or courteously. Tell them that unless the matter is addressed to your satisfaction you will be contacting the appropriate ombudsman/governing body.

Original poster

JustaNickname · 04/04/2011 16:04

No I have nothing in writing, it was all done over the phone. I knew I wanted to get Broadband so I rang Eircom up and asked about there various offers based on my needs and this is when I was presented with the offer I chose.

OP posts:

TheVisitor · 04/04/2011 16:04

When you phone up, do you get the "please note, this call may be recorded for training purposes"? If so, give them the time and date of the call and ask them to listen to the transcript.

VinegarTits · 04/04/2011 16:05

did they tell you over the phone it was free? if so raise a complaint and ask them to investigate the phone call

also try ringing trading standards (or Irish eqiv.) and see what they say, if they advertised free modem and instalation then thats what you should get

Original poster

JustaNickname · 04/04/2011 16:10

Yes I was definitely told it was all free and I did here the message in the beginning to say it may be monitored for training purposes. My dad wants to just help me out paying the bill but I feel really angry at the fact that I was told it was free when it wasn't. i wouldn't have gotten it at the time If I was told correctly at the beginning what I would be charged :(

OP posts:

WinterOfOurDiscountTents · 04/04/2011 16:14

I've had terrible problems after switching back to them, they are have charged me massive excess broadband fees after telling me there was no limit even thought there was only a tiny allowance on the package they put me on.

Get the number for customer complaints and put in a formal complaint, requesting that they pull the tapes for your consversations. They have to respond to you by 5 days or you can then go to the ombudsman.

They are bulilshitting you and can't be arsed dealing with you properly, you need to go higher.

Original poster

JustaNickname · 04/04/2011 16:44

Thanks Winter I've just been on the phone to them and have made a formal complaint. The woman I spoke to was very nice and said it should be dealt with in 5 days, 10 at the most.

OP posts:

cookcleanerchaufferetc · 04/04/2011 19:53

If I were you I would send in a written complaint or email it as it is not so easy to ignore ..... Which is what our experience has been with verbal complaints.

stoppinchingthedummy · 04/04/2011 20:07

Im having the same problem with bt!! Wanting wayyy more than they originally said ...so ive switched broadband and calls to talk talk and bt can damn well chase me for any outstanding money for being total idiots and such bad customer service!!

NeverAttributeToMalice · 04/04/2011 20:26

Try looking at the comreg website and you could also contact the National Consumer Agency. Eircom are thieving shites with the worst customer service I've had to deal with. I changed to vodafone because they were so awful.

Does your bill state the package you're on? TBH, even ?50 per month seems a bit excessive. What extras are they charging you for? This should be stipulated on your bill. Modem should be free, but connection is quite expensive if it's a new phone line. ?80 sounds about right from what I remember.

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