Hi merille, having a similar problem with Digiweb at the moment. Apologies in advance for the very very long story that follows:
1: Had satellite broadband with Digiweb for years - never any problem as not a big user. Last August decided to move to DSL with them. The switch over was smooth enough, only a small delay.
2: March 2014 received call from them to say that I could get a faster download speed for a lower price than my current package. Asked what was the catch - told no catch, the new package was genuinely cheaper, circa €40pm. I reminded them that they record calls so they had to stand over this if any issues.
3: April bill arrives for €85 - they billed me for both the old package & the new package
4: Finally got this refunded in early May & they told me that all was sorted
5: Soon after line goes dead. After many attempts to get through they figured out that in cancelling my old deal they also mistakingly cancelled the new account
6: mid May the connection comes back so I assume all fixed
7: two days later I receive a call from an KN Networks (working on behalf of Eircom) engineer to install my phone line?? Told him I didn't need a phone line & that my broad band was working
8: following day I get a call from Digiweb asking why I refused entry for the engineer. I told them all I said was that my line was working.
9: connection is intermittent for the next few days
10: on the Friday before the June bank holiday I get yet another call from KN telling me that they had an installation appointment for my phone line on the Saturday of the June bank holiday. Again I sighed down the phone line, told the girl the whole story to date, said my line was working.
11: came home Saturday lunch time - line dead again
12: line comes back up late on the Monday night but goes dead again on the Thursday night
13: sent Digiweb yet another email on the Saturday to complain. They send you a standard response that they will be back to you in 72 hours!
14: waited until the following Wednesday afternoon (June 11th - 72 hours) then phoned them
15: one girl did seem to genuinely try to help but told me that even though this was their fault that it would take a minimum of 10 days, they couldn't escalate anything for me. I said please do what you can..all I ask is that you keep me in the loop.
16: Wednesday 25th of June - another call from Digiweb telling me they had to do an installation on Thursday 26th. I told her my line was already in it just needed activating. Digiweb were supposed to have passed on all of this info?? She said she'd call me back.
17: no call back Wed or Thurs so I call myself this morning. They said my installation was today! News to me & good luck getting into the house as I'm at work.
18: phoned Digiweb to complain again - customer service were appalling! "It's not my fault, I'm only coming to this now". You need to phone Sales & apply for a new account"
And have the debited my account for service all of this time - of course they have!
Where do I go with this? I'm so fed up. Even if I try to change providers I will still end up with the whole installation process again. Why oh why can't they just activate the line at the exchange?