Pricewatch: And second Eir customer left hanging for weeks in search of broadband access
“My colleague retired and as his name was on our broadband account, I couldn’t make any changes to it,” she says. “I phoned Eir, explained our business and they recommended we change the name on the account and helpfully told me to send in the change of ownership form. I had three separate phone conversations with Eir about changing the name and I sent in the form three times over a five-month period and each time I got no acknowledgment of the form and no communication at all from Eir.
The following day the doctor went into work and the broadband was gone. “We could not function as a GP practice and had to cancel most patient appointments. I spent all day begging Eir to reconnect us but was told it would take 10 days. They pointed out that the change of ownership form did say we would be disconnected for 10 days and I missed that sentence.”
“I cannot believe that Eir would disconnect an essential service such as a GP practice without any prior warning,” she writes. “Would our electricity, water or gas be shut off without warning us? As a GP is an essential service, Is there anyone I can appeal to get reconnected fast? I should have read the whole form so the fault does lie with me but I do feel Eir should have better advisors on their phone lines.
It is doubly so if the broadband connection belongs to a doctor’s surgery and having access could literally be a matter of life and death. We subsequently received a statement from Eir in which a spokeswoman said it was the company’s “aim is to always work with our customers to ensure a quick resolution to any issue. The change of ownership request for two accounts was received by Eir in June, but there was some incompleteness in the request which delayed processing of the change. We have launched an investigation and we see that we further delayed processing by not requesting this information sooner.
Patrick Cassidy said that he was “mindful” of Pricewatch’s long-standing advice to “shop around” for utility providers as he placed an order with Eir on July 4th to change from Sky for both his landline and broadband.
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