Smart Telecom – Getting worse and worse
As people who have been reading this blog around 6 months ago I ordered Smart Telecom Broadband when I moved into my new place. Anyway after around 3 months of being messed around I finally got sick of waiting and canceled my order. This was around 3 months ago and in fairness I fell I was very patient by allowing them 3 months to get it sorted out.
Anyway I canceled the order around 3 months ago and got Eircom Broadband instead. Got it it really quickly and everything was great.
Just before Christmas I found out I had to work Christmas Day. No big deal I suppose. I don’t really like Christmas anyway and now I can work from home. But wait a minute my broadbands not working. So I ring Eircom and they say they’ll look into it but it won’t be fixed for Christmas. Ah well.
Anyway a few days ago I got a few calls on my mobile from people saying they can’t ring my home phone. Weird. So I ring Eircom and find out they no longer control my phone line that I has been taken over by another company. What! I tell them there must be some mistake but they say there is nothing they can do. I will have to get in touch with the company who controls the line now. “Who’s that?” I ask, but they don’t know. Well I said who asked them for the line but they said they don’t have that info but if I ring a number it can tell me. Fair enough.
So I ring these numbers and they are all engaged. So I ring Eircom back and they say they have no way of finding out as usually lines are moved by the request of the owner and it doesn’t come up. Fair enough I suppose but you would think they would have it on file. N
So I ring Smart to see if they maybe decided to take over the line 6 months after I had ordered it and 3 months after I had cancelled the order. Anyway I am waiting for 50 minutes for my call to be answered when I decided enough is enough and I ring ComReg.
I won’t bore you with the details of my ComReg call but it went something like this.
Me: “Who owns my line?”
CR: “Don’t know”
Me: “Well can you find out?”
CR: “Well I can try but it will take 3 weeks and there is no guarantee I can find out”
Me: “So what do I do so”
CR: “Ring around all the providers and ask them do they have the line”
Ring around!! Useless. Now to be fair the guy on the phone was very polite and helpful but my God what use are ComReg if they can’t even tell me this.
Me: “So when I find out what can I do?”
CR: “Make a complaint with them”
Me: “Well to be fair if it is who I think it is they are imbeciles and won’t do anything”
CR: “Well ring us back in 10 days with the complaint number from them and we’ll see what we can do”.
Two weeks! I have to wait two weeks for ComReg to do anything, and I have no great faith in them either to be honest but I will reserve judgment.
So anyway I cancel everything, ring my family to say I might not talk to them for a while and set my VCR to record all my favourite programs for the next few weeks as I settle down to ring Smart again and boy they didn’t disappoint.
I wait for 1 hour and 15 minutes for my call to be answered (Been waiting for 2 hours and 5 minutes total now!!). Only to be told they neither have my name, number or address on file. So it looks like they don’t have my line. “But who else would have it?” I asked. Dunno.
So now what Eircom can’t tell me, ComReg can’t tell me? What do I do.
Anyway messing with the phone I ring my mobile on a whim and realise my number has changed. So I ring Smart again. I ring them at 16:10. They answer 1 hour and 20 minutes later. And this is the entire conversation.
Me: “Uh, hell………..”
Smart: “We’re closed [click]”
Oh my God!!!! They just hung up on me. I was so mad I nearly smashed to phone to pieces.
Should I ring ComReg to complain I think? Nah, what’s the point they’d only tell me ring them back.
Total time on hold with Smart now 3 hours 25 minutes.
So I decided to ring them from work the second they open the next day. So at 09:00 on the dot I ring them. Only to here their phone system say I was the 6th person on the line. I wait for 50 minutes for an answer.
Total time on hold with Smart now 4hours 15 minutes!
I give them the new number an surprise, surprise my name, address everything suddenly appears on their system. So I ordered the line 6 months ago and they only install it now. AND I actually canceled it in October!!!! Muppets.
So I explain the situation and the first thing she asks is don’t I just stay with them now that I have been switched over. Man if I wasn’t so angry I would have laughed.
So I ask them for my line back. They say they can’t just give it back to Eircom and I have to cancel it with them and reorder the line with Eircom.
“Why should I do that?”, I ask “It was your fault my line got switched over.”
“Well” she says “the customer has to order the line”. I ask why they can’t just tell Eircom they made a mistake and get it switched over. Doesn’t work that way she says.
So I think to myself what choice to I have I can either
a) Complain to ComReg who seem to be fairly powerless.
b) Press the point and get the incompetents in Smart to move it back which would probably take 4 years or
c) Just bite the bullet and cancel the line and reorder with Eircom.
So I chose C. So now they tell me it will take up to 2 weeks to cancel the line. I ask to make an official complaint and they give me a number they probably got off the back of a lucky bag or something for the good it will do.
So I hang up and ring Eircom. They say as soon as the line is ceased I can get my phone line back but broadband could take up to 2 weeks. Fair enough.
So now I have no broadband for another month. I have had to spend literally half a working day trying to get it sorted out and have had to do all the line ordering etc myself.
And man am I angry because I haven’t really got an apology or help from anyone. Basically its, like, Smart made a mistake and I have spend all this time to rectify it while they just sit there oblivious. It’s caused them no discomfort whereas I am running around ringing all these people doing all the work.
Man avoid Smart Telecom like the plague. Even if you are with them now I’d leave because they day something goes wrong you are on your own.
Anybody know is there anything I can do to get some satisfaction. Get them to pay for my broadband for a month to equal the month I’ll be without service or something. Can I bring them to small claims court to get something for the time and hassle it’s caused. The 4 months without broadband. I want something, anything, a free pen, something, just so I don’t feel like I’ve be boned.
I think I’ve been boned and there is nothing I can do.
p.s. Anybody want to link this from their blog or email it around please do. Let people know that Smart should be avoided. Hey, you don’t have to ask me. Just ask the thousands of people who had their connection severed without warning because Smart couldn’t pay their bills. Please a little give me this little victory.
Tech Note: If you do link this. THANKS! But a quick tech note link it using the words Smart Telecom so that if I get enough links it might creep up the Google rankings when people search for the word “Smart Telecom”.
Update: Now today 12th I got a bill from them for around â‚¬60 for line rental. So now they want me to pay for the privilege of having my phone line stolen.
Update: Still waiting for Smart to release me line. Just rang ComReg a couple of days ago and they said they will send them a strongly worded letter. Wow! I’d ring Smart for an update but I don’t have two hours to spare and anyway what’s the point. Frustrated isn’t the word.
Update: New Post