So the Installer was 20 minutes late - that's nothing and why would he phone you over 20 minutes. The agents on the phone give too high expectations under pressure from Customer's (not suggesting you did this).
If the Installer never showed at all fair enough but 20 minutes late. Most companies don't even narrow down a timescale more than AM or PM.
I don't agree with this view at all. Eir(com) are a company touting for business - they give a.m. or p.m. appointments. They give specific times. 20 minutes late is a lot when given a timescale of 3.00 to 5.00 p.m.
20 minutes late could have been communicated to the customer with one quick phone call. Couriers ring in advance to say they are on the way etc. It's a pity the Eir(com) installer couldn't have made one quick phone call to explain his position.
Sky for example will give a time range and will text a reminder in advance. I've had Sky out a few times and the installer has always rang to say he is on his way or that he has been delayed.
You'll probably say I'm biased towards eir(com) and I probably am. My experience of them as a long service, loyal customer who always paid his bill on time, has been terrible at the end. My Internet connection speed became non existent and I'm only half a mile from the nearest exchange. They acknowledged this when they released me from the contract.
Eir(com) should be more focussed on getting their infrastructure up to date, more focussed on keeping the customers they have and treating their new potential customers with the respect they deserve.
The amount of money they spent halfing their name from eircom to eir could surely have been spent better elsewhere?
A 'hip' name isn't any good if you're still up to your old tricks.