Pure Telecom Ireland Omdömen 

I was talking to a guy in broadband and was very helpful and reassuring here

Christopher handled my Internet problem in a very satisfactory way.
Very pleased with the service. Thank you.

Customer service staff are always so quick to deal with any queries no messing around

Samantha was a pleasure to deal with. Very efficient and pleasant and a credit to your company. Thank you Samantha

Great Broadband service at a reasonable price - recommended.

I was initially told by a manager that she would call me back with an update, but no call was received. I then contacted Customer Services to explain that I had not received the promised call. I was advised that the manager was not in and to allow a further 24–72 hours for a manager to call me back.

I made it clear that, even if there was no new information regarding the fault or its repair, I still wanted to be informed of this. However, I received no call within the stated timeframe. When I subsequently asked to speak with the manager, she was again unavailable to take my call.

As this complaint is specifically about the lack of communication and the unresolved fault, it is particularly frustrating that I am once again having to chase an update, with a manager still unavailable to provide one.

The irony is difficult to miss: I am making a complaint about a lack of communication regarding a fault, yet I am still not receiving any communication!

I had a technical problem with broadband which seems to have been sorted now.. Very helpful customer service, very clear in explanations ..

Gave this company a second chance based on their reputation but had the same bad experience both times.

Both times a sales person assured me they could get it up and running without installation when I knew it wasn't true. After submitting photo evidence that I did in fact need an engineer they booked me in without confirming if the date or time was suitable. I appreciate they took action but I find it odd there wasn't a phonecall or email on their end to address it.

Both times a third party engineer showed up and said they couldn't do the work at all as it would require digging etc and that it would take another week for another engineer to come out and complete the necessary work.

The SIRO engineer also was a no show despite someone waiting around the house all day. They said I didn't reply to their text (which I did). Eventually it turned out my Eircode was missing a digit and that was the reason given that they didn't show, I asked why they didn't call to confirm (they have my eircode anyway so not sure why this was an issue). The rep on the phone at SIRO just said they were busy that day.

The rep on the line at Pure was trying to be helpful but realistically he couldn't contact the engineer when he went AWOL to ask what the problems was. Like SIRO, still waiting for someone at Pure to take a bit of responsibility. Still waiting on my compensation for the no show as well.

All of this is documented and forwarded to their care team and the only time they actually responded was when I cancelled during the cooling off period. When I explained the reasons it was back to radio silence.

It's really not acceptable to make people wait for weeks at a time when people on your end don't show up. You should own it and fix it immediately.

Yes, they are great at answering the phone and if it is within their power to fix it I'm sure they will, but it seems to me that they outsource most of the awkward stuff to someone else then have no ability to resolve it when something goes wrong.

Edit: I have contacted care@puretelecom several times and they either haven't replied or aossed off the issue. Trying to charge me over €100 for no service -no one taking ownership.

A lady named Nicole was patient, thorough and very efficient.

Robin was most helpful and patient to assist my request I.had been allocated a New Landline number in the change over to our second Pure Telecom Account. Robin waited until I located the UAN No. of my previous provider. Then he asked me to stay on the phone as he assigned our original Landline Number.
Obviously a change to a New Landline number would have been most inconvenient for my wife, and I, also my family, relatives, friends, banks insurance, business contacts etc.
Thanks to Rohin,
Frances and George Dennis (Tralee)

Call was answered promptly. Samantha helped me out with my query with great efficiency and customer care. I have been with Pure telecom for many years now, and am delighted with their service.

Joined pure telecom expecting a smooth transition of service at €40 per month, it has been a nightmare. When joining I was asked for my previous provider account number, when shared they advised they could not migrate my service and would need a new line installed, when the installer came they said my existing line was fine and they should have asked for SIRO account number. Customer service were not specific about what account number was needed.

After providing this my service was started and first bill arrived for €50 euro month not the €40 purchased and confirmed in email.

Phoned the customer service team multiple times who couldn’t help, promised call backs which didn’t happen. Finally raised a complaint and bill was resolved after a week, complaint however never acknowledged or replied to.

Second month same issue again, once again complaint not replied to or resolved.

The communication at pure telecom is a disaster.

I was renewing my contract and Samantha the operator I spoke with was very help and informative and it was all done and dusted in minutes. Five star service.

Megan is an absolute star. Knowledgeable, efficient and friendly. Give that girl a raise.

Great customer care and very helpful staff member

Have always had a really good customer experience with Pure, call staff are always friendly and very helpful. Had a very positive experience with Megan today thank you for your help.

Teresa was brilliant, very helpful, sorted all the problems. I would thoroughly recommend both her and the Company

Excellent Customer Service by Nicole. She renewed my contract, which is very good value, in a warm and friendly manner. Thank you.

Phoned to renew my contract. Virtually no wait time, dealt with Nicole who was friendly and addressed my queries efficiently.