A junior minister is calling on telecoms provider Eir to "drastically up its game" in providing support to its customers.
It comes after one elderly couple in Athlone says they've had no phone service for more than six weeks despite numerous calls and emails to the company.
Robert Troy - Minister of State for Trade Promotion, Digital & Company Regulation - says he's aware of 10 similar incidents and has called on ComReg to detail what's being done.
The Longford-Westmeath TD said it's not acceptable that people are unable to stay in touch with friends and family at this very difficult time.
This has really upset me. A constituent in his 70s has written seeking my help in getting his @eir service reconnected. He and his wife are alone - their children live overseas and they have been trying to get their service back for the past 6 weeks. pic.twitter.com/E57XdvsiWB
— Robert Troy TD (@RobertTroyTD) November 12, 2020
He observed: "The two constituents are in their 70s... they have three children living abroad.
"For the last six weeks, they haven't had access to a landline - this is having a huge impact on their capacity to keep in contact with their children.
"I think the manner in which Eir has treated their customers has been appalling."
Eir has apologised for any delays in resolving issues, saying its call centres have been challenged due to a "dramatic increase in call volumes".
They said: "Resolving care wait times is our number one priority.
"The average wait time for care in the last week was under 10 minutes, and while this is not where it should be we are making steady progress."
The firm says 92 new staff have been hired for their care team, with recruiting ongoing since COVID-19 restrictions were lifted this summer.
Complaints in Dáil
Robert Troy's comments come after complaints about Eir's customer service were raised in the Dáil earlier this week.
After a number of complaints about the company were raised by TDs, Communications Minister Eamon Ryan said customers are finding it difficult to even make contact with the company.
He suggested Eir needed to "start providing customer service in a way it is not and so that its reputation is not being damaged by the level of delay".
Following Minister Ryan's response, Ceann Comhairle Seán Ó Fearghaíl said he was taking the unusual step of refusing an "inordinate number of complaints" from TDs from all around the countries about the service constituents' had received from Eir.
However, he added:"Eir's customer service is appalling and it raises profound questions about whether ComReg is doing its job."
As well as its broadband, mobile, TV and phone services, Eir also launched the GoMo mobile network last year.
