Wednesday, December 16, 2015

Its Day five of no broadband from Digiweb.

Dear Sirs/Madam
As detailed below, my broadband service is still not working, and I have not heard back from your customer support rep. I have not cancelled my account, and I would appreciate it if my service could be restored as soon as possible.  Your customer service representative sent the email at the bottom of this correspondence, but has not replied since.
Yours sincerely,
Dr Laurence Cuffe.

Ref DigiwebDEC15/Letter2

Dear XXXX,
Further to our conversation at approximately 15:45, on Tuesday 15th Dec I wish to make it clear that I did not cancel our contract. You indicated that the contract had been cancelled, and said that you would endeavour to find out how this had happened. You then suggested that I contact your sales team, and set up a new account, I indicated that this was not a satisfactory outcome for me as
1, I had not cancelled the account, and
2 I felt that I had lost service which I felt I was due.    In thinking further on this, I think there is also the matter of the remaining balance on the account, as I note the latest invoice is for the period from late december 2015 through January 2016, which implies that the service is paid for up to that time.
You reverted to me and said that you are escalating my problem to a tier 2 team, and would revert with the results.
I await that outcome.
Yours Sincerely,
Dr Laurence Cuffe

Ref DigiwebDec15/Letter1

Thanks XXXX.
I have dialed the number you gave me, and got no response. I have contacted eir (as was eircom) and they say that they do not have a broadband account in my name and did not cancel the broadband.  Neither myself, the account holder, nor my wife have changed provider, so I would appreciate it if you could restore service, as we have a contract in place with you.
Yours Sincerely,
Dr Laurence P Cuffe
Sent from QCloud

On Dec 14, 2015, at 09:18 AM, XXXXX
> wrote:

Hi Laurence,

Account has been cancelled and moved to another provider. Could you possibly have been talking to a sales person from another provider who then took over the account.  If you dial 199000 on your land line phone it should tell you who your provider is and you will have to call them to see what happened.



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