Imagine networks Omdömen 

Great customer service. Aoibhín was patient, helpful and went the extra mile to help me with my query. Thank you!

Absolutely abhorrent customer service... been a Rural WiFi customer for six years, everything fine and then this shower of charlatans come along. Rang to pay some money today, asked for invoice to be sent to me from Imagine as opposed to Rural.. . Very rude customer service agent. Asked to speak to supervisor and where they were located, as email never arrived with updated invoice. Agent also changed her name during conversation. Invoice still hasn't arrived seven hours later... even though she insisted she sent it. It was obvious agent had no customer service skills whatsoever... asked to speak to her supervisor and was told supervisor doesn't take calls...basically, you can't complain and have to put up with crap service from agents. On top of that, instead of sending invoice and taking payment, she cut the call off and cut my service off immediately... Steer well clear of this abomination of a company. If you're based in Mayo there's much better options out there. I have my call recorded with this rude individual and due to her immediately terminating my service,I shall be doing something with it.

UPDATE: Received a phone call from 'Barry' who had not even listened to my call with the customer non-service agent to review it. All he kept trying to do was to get me to admit that I had cancelled my service. I DID NOT. His rude and obnoxious customer service agent cancelled my service soon after she terminated my call. Barry kept insisting my service was only suspended. I kept insisting that his agent terminated my service. I have this call recorded too.
Remember...all I was trying to do in the first place was pay them some money.

I have used Imagine for my broadband for 8 years now and I have always been extremely happy with their services.

Their broadband is terrible. I was on their wireless broadband that was terrible and waited until my contract was up to move. I foolishly accepted the fibre broadband and it was really bad. I had signed into a new 18 month contract. I resigned myself to put up with it until this contract ended. I contacted them to give them the 30 days notice 35 days before the contract ended and was told I would have to ring back in 5 days time as they couldn’t accept the cancellation, then the customer service said we don’t open that day as it is a Saturday so you will have to ring back on the Friday. This was becoming a joke. I gave the notice and the last payment was taken as I thought. I did receive a email accepting the cancellation and the date the service will end. Unfortunately I have noticed another invoice for payment thinking this was a computer error but after talking to them they say this is what they have said in their Terms and Conditions, I can’t fine it in them. They apparently take this payment and give you a credit if you are fully up to date. I left it to late to get my bank to cancel the payment as they need 2 working days. Imagine are just the worst for broadband that I has ever used. For them to take a payment outside their terms is a disgrace and against contractual law. Be warned and stay away from having anything to do with them. Since signing up with my new provider I haven’t had any issues whatsoever. I am now two months with the new provider and can’t believe how good the service is. ‘It works’

Absolutely fuming 😡 I was given a date to have our broadband updated. They could not give me a rough time of arrival so I booked a day off work only to receive a phone call in the afternoon to say the installer didn’t have enough equipment with him to do our scheduled appointment. I can’t imagine it’s rocket science to count the number of premises booked to the amount of equipment required 🤔

No issue with connection and when password entered all was up and running.

Aoibhín was just brilliant explained everything and it’s wonderful when you don’t have to keep asking an agent to repeat themselves.

Rang to upgrade to fiber was talking to aoibhin who was really nice and helpfull and flew through the whole process had it sorted in minutes

Absolutely a joke of a company!! They knew for months the towers were being decommissioned for months on 6th July, but cant get the upgrades in houses or business done, bam, myself and my friend, also a neighbour AND my business all disconnected Monday morning after previously having an installation guy out 2 weeks ago with incorrect equipment, supplies and given incorrect information about the propertys.
HOURS I have waited, and wasted on the phone, to be told no upgrade until "hopefully" Friday. I can not run my business, my camera's and home security are not working, I have a young child with learning difficulties, and my partner uses a medical device required to use the wi fi for accurate dosing, however the best imagine could do was tell me they are sorry to hear this amd they will try and make sure its done Friday!
I will be cancelling my direct debit and changing suppliers!!

Very disappointing service and customer support

My experience with Imagine over the past few weeks has been extremely disappointing.

The broadband service has suffered multiple outages, and whenever I've needed assistance, contacting customer support has been almost impossible. On several occasions, I spent more than 30 minutes on hold without ever speaking to a customer service representative. When your internet service is down, this level of customer support is simply not acceptable.

To make matters worse, I was recently contacted by Imagine about upgrading to their fibre broadband service. I initially agreed, but after experiencing repeated service interruptions and such poor customer service, I am now seriously reconsidering that decision.

Reliable broadband is important, but so is having access to prompt and effective support when problems occur. Unfortunately, my experience has been lacking on both fronts.

I hope Imagine takes steps to improve both the reliability of its network and the responsiveness of its customer service, because based on my recent experience, I cannot recommend the service.

Easy to deal with, all voata explained well. Happy to continue with Imagine.ie again as a long term customer.

Absolutely perfect to deal with straight forward to sign up would recommend to anyone

George took time to go through everything and explained all aspects of the changes very well. The technical side of the changes was explained very clearly and the fact that we would be upgraded from 5G to fibre, free of charge, once it hit our area was fantastic. Been with imagine for nearly 10 years and have found them to be reliable and always good with communications.

George was so lovely to talk to and very helpful!

I have been an Imagine customer for 8 years. But the latest "system change over" was handled appallingly!

After 8 years of service, I was sent an email "Your service will end in 14 days, please ring us". Nothing pro-active apart from a single missed call from the Sales Team. I rang the following day and arranged for a 5g Router to be sent out asap, as I work from home and am reliant on strong network. I was told this would be no problem and should be with me within 10 days

Nothing for 14 days. I rang again, as the 'deadline' was fast approaching. I was told there was no record of my order! I expressed my frustration and was reassured it would be dispatched asap.

That day I received an email, my order was 'being prepared', and I would receive another email when it was dispatched..... 4 days later, my network was shut off, without further warning, or allowances made for any pending orders it seems.

I rang AGAIN, I was apologized to and told there was an inventory issue (not enough Routers to cover the customers they were moving?!!!!!) "But your Router will be with you by Friday" (this was Tuesday).

Saturday my Router arrives. And today (monday), I receive my first "bill explanation" email.

6 days without network, no pro-activity from Imagine throughout the 4 week period, no formal explanation as to why this couldn't be phased over a longer period, why this was pushed through without the necessary inventory and why this was all put on the customers to drive themselves?!

Absolute disaster of Client care

I spoke with Ben and he was very knowledgeable and helpful in discussing the changes to our service and was able to answer my questions/concerns regarding out account.

George was very pleasant and efficient, he had all the details at hand and the call was quick

The team that set updated our Internet setup were professional, efficient and competent. Arrived on time and successfully completed the task.

I spoke with George in Imagine today. He was more than helpful and friendly and explained all on fibre optic coming to my area and that they will sort all for me in due course. Thanks again George. Colette