Pricewatch: Readers’ queries

This week’s consumer concerns relate to the speed of Eircom’s eFibre, texting problems after switching from an iPhone, and Harvey Norman’s very small print

‘People should be aware that the sales people are making claims of service that do not add up,’ says our reader in relation to Eircom’s eFibre

‘People should be aware that the sales people are making claims of service that do not add up,’ says our reader in relation to Eircom’s eFibre

Mon, Jun 16, 2014, 01:00

Eircom’s eFibre not up to speed that was ‘guaranteed’

A reader called Donal recently answered the door to “a sales guy selling Eircom’s eFibre service”. The salesman was “armed with a printout with all the phone numbers and house numbers on our street. He told me – no, in fact, he guaranteed me – we would receive over 48 Mbps, according to his printout if we switched from our old copper line (which we were getting 17Mbps on). He went further, explaining that if we also went for the Eircom TV package it would be throttled at 40Mbps – but that it would also be at least that speed.”

So Donal agreed, and a week or so later an engineer arrived and connected him. “At that point he had a tablet with him, and he showed me a connection of 40Mbps coming down and used the exact words: ‘Now, you can see there’s a nice steady stream of 40Mbps coming down’.” However, after a couple of weeks the speed deteriorated significantly. I also rang to ask about getting a second TV box from them, but I was told that my line can not only receive 15Mbps, less than the old copper wire I had. When I perform a speed test myself I can see I get about 8Mbps, but if I turn on the TV that reduces to 4.

“This is a disaster and I feel I have been lied to.”

Donal rang Eircom support and was told he would receive a call back but none came. “I know this is a heavily regulated industry. Have you any advice? I think people should be aware that the sales people are making claims of service that do not add up. I was never told I would get ‘up to’ 50Mbps, as the small print suggests. I was made explicit promises about getting 40Mbps. Turns out, if I have the TV on, the speed I get is about one 10th of that.”

We got in touch with Eircom. The company is to “follow up directly with [our reader] to ensure we fully address his query. We are sorry that his experience to date has not been a more positive one but we are confident we can resolve his issues”.

 

Texting issues after switching from Apple

Liz switched to a Samsung Galaxy Android phone six weeks ago after years with Apple. Since then, she has not received most of her text messages. “Some of the senders get notified their text hasn’t sent, but most do not. I wasn’t aware of the problem for a few weeks and then a few friends brought it to my attention,” she writes. One friend called because she had not heard from Liz after texting her about a family member who had died. “So I went online and started following all the advice there about deregistering the phone from iMessage and deleting my Apple ID etc – there’s a lot of advice online. I took all of it.” Last week, when nothing she did made any difference she spent hours on the phone to the Apple help desk, and, “after a huge number of calls and being asked repeatedly to jump through hoops to help them solve the problem, they cannot fix the problem. They keep telling me they are escalating it even further but I need my phone to work now.”

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