Unlimited Broadband - Why do you push this message but yet cap at 1TB

raydator · 03-09-2017 10:28pm #1

Hi Eir,

Your website pushes everywhere that you provide unlimited broadband, yet its capped at 1TB in T&C's.
I had the 1000mb Extreme Unlimited FTTH installed Saturday two weeks ago.

My stats reset on the 1st of Sept.

Now between a few Netflix 4k movies/shows, 1 Sky Movies on demand, 1 Xbox One game, probably 6 hours total youtube time, 2 PC's receiving Windows updates and games updates and web browsing for 3 users (2 adults and 1 child) we have already reached a Combined Download + Upload to date this month: 128.012 GB which is for 3 days.

There are 27 days remaining in the month and based on the usage we will probably hit the 1TB limited in 18 days time.

Look at these snippets.

This just screams money making scheme.

eir Fibre packages with unlimited usage are subject to a Fair Usage policy of 1TB per month. Usage is excess of 1TB will be charged at €2.50(inc. VAT) for every 10 GB up to
maximum of €100(Inc.VAT) per month.

Like don't forget, when streaming services see your connection ability (download speed) they are naturally going to offer the best quality available. ie, YouTube.
AOvw6jR

Questions.
1) Why would you offer 1000mb Extreme Unlimited FTTH but yet cap it at 1TB?

2) When are you going to actually offer Unlimited broadband or a fair usage limited that actually makes sense on a 1000MB Extreme FTTH connection?

3) Why do you advertise that FTTH has "Absolutely no usage limits" when you say you do in the T&C's

When I took out this 1000mb Extream Unlimited package I based all my information on this screen. ITS A LIE

You have misled me and god only knows how many more customers.

Please update my account to have the "Absolutely no usage limits" applied as this is what I purchased.

You can DM me for my account number if required.

R.F. · 04-09-2017 9:21am

[font=Arial, sans-serif] [/font]
[font=Arial, sans-serif]This is a concern if accurate. Usage limits are not something I have considered for years. Have just changed to Eir, I know we will easily hit more thatn 1TB per month [/font]
[font=Arial, sans-serif] [/font]

[font=Arial, sans-serif]Probably far closer to 2TB[/font]

raydator · 04-09-2017 12:14pm

Hi, Can I get a response, please?

eir: Adam · 04-09-2017 1:51pm

raydator wrote: »

Hi Eir,

Your website pushes everywhere that you provide unlimited broadband, yet its capped at 1TB in T&C's.
I had the 1000mb Extreme Unlimited FTTH installed Saturday two weeks ago.

My stats reset on the 1st of Sept.

Now between a few Netflix 4k movies/shows, 1 Sky Movies on demand, 1 Xbox One game, probably 6 hours total youtube time, 2 PC's receiving Windows updates and games updates and web browsing for 3 users (2 adults and 1 child) we have already reached a Combined Download + Upload to date this month: 128.012 GB which is for 3 days.

There are 27 days remaining in the month and based on the usage we will probably hit the 1TB limited in 18 days time.

Look at these snippets.

This just screams money making scheme.

eir Fibre packages with unlimited usage are subject to a Fair Usage policy of 1TB per month. Usage is excess of 1TB will be charged at €2.50(inc. VAT) for every 10 GB up to
maximum of €100(Inc.VAT) per month.

Like don't forget, when streaming services see your connection ability (download speed) they are naturally going to offer the best quality available. ie, YouTube.

Questions.
1) Why would you offer 1000mb Extreme Unlimited FTTH but yet cap it at 1TB?

2) When are you going to actually offer Unlimited broadband or a fair usage limited that actually makes sense on a 1000MB Extreme FTTH connection?

3) Why do you advertise that FTTH has "Absolutely no usage limits" when you say you do in the T&C's

When I took out this 1000mb Extream Unlimited package I based all my information on this screen. ITS A LIE

You have misled me and god only knows how many more customers.

Please update my account to have the "Absolutely no usage limits" applied as this is what I purchased.

You can DM me for my account number if required.

Hi raydator,

Thanks for getting in touch.

I'm afraid we do have a fair usage limit of 1TB on our broadband and, if you exceed this limit, the charges that you incur would be valid.

I'm afraid we don't have any plans in place to remove our fair usage limit on our broadband service. If any changes are made to this service you will be notified.

I will pass your feedback about this on to the relevant department, however, the onus is on the customer to read the terms and conditions of the contract which are available online prior to, or after signing up.

Apologies for any inconvenience caused by this.

- Adam

Wheety · 04-09-2017 1:59pm

It's definitely false advertising so. The advert saying "Absolutely no usage limits", when they do have one.

um7y1h83ge06nx · 04-09-2017 2:04pm

Hi OP, if you're on a contract you probably have grounds to get out of it as Eir do state that there are "absolutely no usage limits". Plenty of other viable options out there.

R.F. · 04-09-2017 2:05pm

Its a sham

My 2 week cooling off ended a couple of days ago, so I am stuck for a year

Just for everyone to note, SKY do not have usage limits on their unlimited broadband. I am deeply regretting my decision to change

um7y1h83ge06nx · 04-09-2017 2:09pm

I'd Eir won't accept you wanting to leave the contract you could see if the small claims court could cover things.

I would reasonably expect Eir to have fair usage limits but their phrase "absolutely no usage limits" would obviously change my expectation. I think the product you purchased is not as described.

The Sale of Goods and Supply of Services Act 1980 would be your friend here

http://www.irishstatutebook.ie/eli/1980/act/16/enacted/en/html

raydator · 04-09-2017 2:14pm

eir: Adam wrote: »

I will pass your feedback about this on to the relevant department, however, the onus is on the customer to read the terms and conditions of the contract which are available online prior to, or after signing up.

But Why should I have to refer to the T&C's when it clearly states "Absolutely no usage limits"?

That's like renting a car with "unlimited mileage" and then being told later you can only do so many miles a day or they will charge you more!

If I buy a 99'Icecream, I don't expect to be told after it's been handed to me that I can't eat the cone.

You're saying one thing on one hand and then another on the other hand.

I think this is a case for The Advertising Standards Authority.

raydator · 04-09-2017 2:19pm

Alondra Green Sender wrote: »

I'd Eir won't accept you wanting to leave the contract you could see if the small claims court could cover things.

I would reasonably expect Eir to have fair usage limits but their phrase "absolutely no usage limits" would obviously change my expectation. I think the product you purchased is not as described.

The Sale of Goods and Supply of Services Act 1980 would be your friend here

http://www.irishstatutebook.ie/eli/1980/act/16/enacted/en/html

Thanks for the information Alondra Green Sender.

um7y1h83ge06nx · 04-09-2017 2:22pm

That's just layman's advise by the way, I'm no legal professional. They are right that you should have read the T+C's but that phrase on the website is so definite in its language I can see why you wouldn't even have considered a fair usage cap then.

Good luck.

raydator · 04-09-2017 2:23pm

Alondra Green Sender wrote: »

That's just layman's advise by the way, I'm no legal professional. They are right that you should have read the T+C's but that phrase on the website is so definite in its language I can see why you wouldn't even have considered a fair usage cap then.

Good luck.

Yes, I understood that.

JAMCAR · 04-09-2017 2:23pm

You will find alot of broadband providers, are 1TB, I'm with Vodafone and they say unlimited, but its 1TB fair usage, as well, I Think sky and Virgin Media offers real unlimited,

raydator · 04-09-2017 2:27pm

JAMCAR wrote: »

You will find alot of broadband providers, are 1TB, I'm with Vodafone and they say unlimited, but its 1TB fair usage, as well, I Think sky and Virgin Media offers real unlimited,

Hi Jamcer,

Yes, that is fair enough, however, when it's being sold as "Absolutely no usage limits", why would the customer then expect to have a fair usage cap applied to the account?

What does Absolutely mean!

[font=arial, sans-serif]adverb[/font]

1.
with no qualification, restriction, or limitation; totally.

"she trusted him absolutely"

synonyms:
completely, totally, utterly, perfectly, entirely, wholly, fully, quite, thoroughly, unreservedly; More

[*]

The term "Absolutely no usage limits" implies that there is no restriction.
By putting a fair usage of 1TB, you are restricting customers from exceeding the 1TB if they do not wish to be charged additional fees. This, therefore, impeeds my ability to use the "Absolutely no usage limits" aspect of this service.

R.F. · 04-09-2017 2:31pm

The fact people are even saying "real unlimited" is funny

As opposed to fake unlimited.

Eir just mark it clearly and nobody would give out, albeit I would never have signed up

JAMCAR · 04-09-2017 2:33pm

I totally agree with you, its false advertising

JAMCAR · 04-09-2017 2:40pm

Has anyone ever contacted
ComReg,about this it would be interesting to see what they have to say

raydator · 04-09-2017 3:23pm

JAMCAR wrote: »

Has anyone ever contacted
ComReg,about this it would be interesting to see what they have to say

They say it's a case for the advertising authority.

Senna · 04-09-2017 3:48pm

Eir have a duty of care to their customers and potential customers. Advertising a product as unlimited and then putting a limit in the T&C's is a disgraceful practice and one of the main reasons I wont even price them when shopping for a provider.

They are smart enough that they will not peruse you for charges if you threaten legal action, they do not want this advertised. They are very happy with the current situation, they can use the term unlimited in all advertisements and then just put a limit into the T&C's where they know the average customer wont look.

I have no problem with a BB provider placing a limit on their service, 24/7 streaming of HD content could effect neighboring customers on slower lines, so having a limit is justifiable, but advertising something as unlimited and then sneaking a limit into the T&C's is not justifiable.

raydator · 04-09-2017 4:10pm

Senna wrote: »

I have no problem with a BB provider placing a limit on their service, 24/7 streaming of HD content could effect neighboring customers on slower lines, so having a limit is justifiable, but advertising something as unlimited and then sneaking a limit into the T&C's is not justifiable.

In relation to the other customers on slower lines, this is "Fibre to the home" which does not suffer the same issues like copper does. So contention and bandwidth limits because 10 house in your area uses the same line does not apply.

But back to the point, your 100% right, "advertising something as unlimited and then sneaking a limit into the T&C's is not justifiable"

raydator · 04-09-2017 4:50pm

eir: Adam wrote: »

raydator wrote: »

Hi Eir,

Your website pushes everywhere that you provide unlimited broadband, yet its capped at 1TB in T&C's.
I had the 1000mb Extreme Unlimited FTTH installed Saturday two weeks ago.

My stats reset on the 1st of Sept.

Now between a few Netflix 4k movies/shows, 1 Sky Movies on demand, 1 Xbox One game, probably 6 hours total youtube time, 2 PC's receiving Windows updates and games updates and web browsing for 3 users (2 adults and 1 child) we have already reached a Combined Download + Upload to date this month: 128.012 GB which is for 3 days.

There are 27 days remaining in the month and based on the usage we will probably hit the 1TB limited in 18 days time.

Look at these snippets.

This just screams money making scheme.

eir Fibre packages with unlimited usage are subject to a Fair Usage policy of 1TB per month. Usage is excess of 1TB will be charged at €2.50(inc. VAT) for every 10 GB up to
maximum of €100(Inc.VAT) per month.

Like don't forget, when streaming services see your connection ability (download speed) they are naturally going to offer the best quality available. ie, YouTube.

Questions.
1) Why would you offer 1000mb Extreme Unlimited FTTH but yet cap it at 1TB?

2) When are you going to actually offer Unlimited broadband or a fair usage limited that actually makes sense on a 1000MB Extreme FTTH connection?

3) Why do you advertise that FTTH has "Absolutely no usage limits" when you say you do in the T&C's

When I took out this 1000mb Extream Unlimited package I based all my information on this screen. ITS A LIE

You have misled me and god only knows how many more customers.

Please update my account to have the "Absolutely no usage limits" applied as this is what I purchased.

You can DM me for my account number if required.

Hi raydator,

Thanks for getting in touch.

I'm afraid we do have a fair usage limit of 1TB on our broadband and, if you exceed this limit, the charges that you incur would be valid.

I'm afraid we don't have any plans in place to remove our fair usage limit on our broadband service. If any changes are made to this service you will be notified.

I will pass your feedback about this on to the relevant department, however, the onus is on the customer to read the terms and conditions of the contract which are available online prior to, or after signing up.

Apologies for any inconvenience caused by this.

- Adam

Adam,

Can you please explain what Eir means by "Absolutely no usage limits" so that I can better understand where I and many others went wrong?

Ray.

Gonzo · 04-09-2017 5:34pm

Sky and Virgin Media are totally unlimited. Westnet who resell Eir's services are also totally unlimited.

It is false advertising saying absolutely no limits when there clearly is a 1tb data cap and excess charges after that. Having a 1tb data cap across all FTTC and FTTH speed plans is not very realistic when you consider how easily you can hit that cap on a 150-1000 meg connection compared to a 7-100 meg connection, especially when a family of 4 is involved.

If Eir are never going to bin their fair usage policy, at least offer fair usage policys that reflect the different speed plans or at least give customers the option of having a higher fair usage policy.

garroff · 04-09-2017 5:43pm

raydator wrote: »

Yes, I understood that.

ASA are on the case. Expect news shortly.

swoofer · 04-09-2017 6:11pm

Well this post is a very useful coincidence. I just got a text message advising me that my next bill is running unusually high, keep an eye on usage to avoid increasing your bill or potential disconnection" WTF!! I thought I had unlimited!! Where does it say 1TB?? As I doubt I would get to that. I have been away so downloaded a few episodes. How do we know eir actually count the data correctly?

I then went to my eir account and it said temporarily closed. ie I cant check

And there was I thinking eir had improved from the dark ages.

I have the FTTH as above.

I bet the ASA give them an out clause. Got back in and saw usage
Total Downloads to date this month: 12323 MB (12.034 GB)
Total Uploads to date this month: 647 MB (0.632 GB)
Combined Download + Upload to date this month: 12970 MB (12.666 GB)
Product Allowance: Unlimited
Last usage recording date/time: 2017-09-04 17:43:47

Senna · 04-09-2017 6:11pm

garroff wrote: »

ASA are on the case. Expect news shortly.

Do you think this is the first time it's been reported? I've reported it myself and nothing is done, it has been going on for years, the wording might change but unlimited has been used when in reality they have a cap.
if it was a small coffee shop who said unlimited refills and said 10 max in the small print, the shop would be fined, but Eir are screwing customers nationwide and of course the ASAI do absolutely nothing.

R.F. · 04-09-2017 7:17pm

Never felt so conned before

My usage is over 160gb in 4 days. I'm screwed basically

cooling off period ended on Thursday just gone. Just want to get out of my contract

raydator · 04-09-2017 7:44pm

R.F. wrote: »

Never felt so conned before

My usage is over 160gb in 4 days. I'm screwed basically

cooling off period ended on Thursday just gone. Just want to get out of my contract

Combined Download + Upload to date this month: 159116 MB (155.388 GB)

Last usage recording date/time: 2017-09-04 19:19:47

That's 4 days mate, 2 adults 1 child.

cornet · 04-09-2017 8:31pm

eir: Adam wrote: »

Hi raydator,

Thanks for getting in touch.

I'm afraid we do have a fair usage limit of 1TB on our broadband and, if you exceed this limit, the charges that you incur would be valid.

I'm afraid we don't have any plans in place to remove our fair usage limit on our broadband service. If any changes are made to this service you will be notified.

I will pass your feedback about this on to the relevant department, however, the onus is on the customer to read the terms and conditions of the contract which are available online prior to, or after signing up.

Apologies for any inconvenience caused by this.

- Adam

If you sign-up for the EirVision package as part of FTTH how does Eir differentiate this data from other activity?

Gonzo · 04-09-2017 10:25pm

cornet wrote: »

eir: Adam wrote: »

Hi raydator,

Thanks for getting in touch.

I'm afraid we do have a fair usage limit of 1TB on our broadband and, if you exceed this limit, the charges that you incur would be valid.

I'm afraid we don't have any plans in place to remove our fair usage limit on our broadband service. If any changes are made to this service you will be notified.

I will pass your feedback about this on to the relevant department, however, the onus is on the customer to read the terms and conditions of the contract which are available online prior to, or after signing up.

Apologies for any inconvenience caused by this.

- Adam

If you sign-up for the EirVision package as part of FTTH how does Eir differentiate this data from other activity?

EirVision does not effect the monthly cap as that is a tv service.

ED E · 04-09-2017 11:04pm

Gonzo wrote: »

cornet wrote: »

eir: Adam wrote: »

Hi raydator,

Thanks for getting in touch.

I'm afraid we do have a fair usage limit of 1TB on our broadband and, if you exceed this limit, the charges that you incur would be valid.

I'm afraid we don't have any plans in place to remove our fair usage limit on our broadband service. If any changes are made to this service you will be notified.

I will pass your feedback about this on to the relevant department, however, the onus is on the customer to read the terms and conditions of the contract which are available online prior to, or after signing up.

Apologies for any inconvenience caused by this.

- Adam

If you sign-up for the EirVision package as part of FTTH how does Eir differentiate this data from other activity?

EirVision does not effect the monthly cap as that is a tv service.

cornet wrote: »

If you sign-up for the EirVision package as part of FTTH how does Eir differentiate this data from other activity?

Just to explain this a bit:

TV Traffic: Comes from the local fibre aggregator through your local cabinet over multicast
All other Traffic: Comes from your line operators network through a tunnel

In essence the OLO (Eir, Vodafone) don't even get the chance to count it, theyd have to get the modem to report it back to them if they were bothered (they aren't).

Wheety · 04-09-2017 11:05pm

I know other companies use 'Unlimited' and then apply a limit despite what unlimited means. But in this case Eir are actually claiming not to have a usage limit and then applying one.

Was going to switch from Virgin but hearing so many bad things about Eir lately. Their customer service is atrocious too. The answers given in this thread and the one where the guys email was hacked. They must have been told not to engage with customers as their answers are basically "There's nothing we can do".

whiterebel · 05-09-2017 11:15am

A few years ago O2 had a similar advertising campaign. I complained to the Advertising Authority, as did a lot of others, and they had to scrap the advertising. It is ludicrous now what Eir are trying to pull with this nonsense. I'd suggest getting ads many people as possible complaining, in writing, about these adverts.

Wheety · 05-09-2017 11:47am

It even says in their T&Cs table that it's unlimited. Until you read the tiny print at the bottom.

https://www.eir.ie/opencms/export/.content/pdf/terms/Part3.1.pdf

That's from this page

https://www.eir.ie/termsandconditions/

and clicking on Broadband general terms & conditions.

Doesn't seem to have a limit on the regular broadband?

JAMCAR · 05-09-2017 11:51am

Maybe it wouldn't be a bad idea listing the companys, that, give you the full unlimited, usage, I for one, am out of contract next month with Vodafone, and was thinking of moving to Eir, don't think so now

R.F. · 05-09-2017 11:57am

I stupidly also signed up for a new SIM only plan with EIR last week just after I got my account number

It is for €20 a month. But saw yesterday we are being billed €25 per month

My wife was onto them this morning and the agent claimed it is because we were existing customers that it was €25. We have now had to send them a screen shot of the offer to show them what it should be

Who are we dealing with here?

raydator · 05-09-2017 2:27pm

Letter from Advertising standards authority

https://imgur.com/a/EOXRJ

The ball is rolling......

eir: Adam · 05-09-2017 2:36pm

raydator wrote: »

eir: Adam wrote: »

raydator wrote: »

Hi Eir,

Your website pushes everywhere that you provide unlimited broadband, yet its capped at 1TB in T&C's.
I had the 1000mb Extreme Unlimited FTTH installed Saturday two weeks ago.

My stats reset on the 1st of Sept.

Now between a few Netflix 4k movies/shows, 1 Sky Movies on demand, 1 Xbox One game, probably 6 hours total youtube time, 2 PC's receiving Windows updates and games updates and web browsing for 3 users (2 adults and 1 child) we have already reached a Combined Download + Upload to date this month: 128.012 GB which is for 3 days.

There are 27 days remaining in the month and based on the usage we will probably hit the 1TB limited in 18 days time.

Look at these snippets.

This just screams money making scheme.

eir Fibre packages with unlimited usage are subject to a Fair Usage policy of 1TB per month. Usage is excess of 1TB will be charged at €2.50(inc. VAT) for every 10 GB up to
maximum of €100(Inc.VAT) per month.

Like don't forget, when streaming services see your connection ability (download speed) they are naturally going to offer the best quality available. ie, YouTube.

Questions.
1) Why would you offer 1000mb Extreme Unlimited FTTH but yet cap it at 1TB?

2) When are you going to actually offer Unlimited broadband or a fair usage limited that actually makes sense on a 1000MB Extreme FTTH connection?

3) Why do you advertise that FTTH has "Absolutely no usage limits" when you say you do in the T&C's

When I took out this 1000mb Extream Unlimited package I based all my information on this screen. ITS A LIE

You have misled me and god only knows how many more customers.

Please update my account to have the "Absolutely no usage limits" applied as this is what I purchased.

You can DM me for my account number if required.

Hi raydator,

Thanks for getting in touch.

I'm afraid we do have a fair usage limit of 1TB on our broadband and, if you exceed this limit, the charges that you incur would be valid.

I'm afraid we don't have any plans in place to remove our fair usage limit on our broadband service. If any changes are made to this service you will be notified.

I will pass your feedback about this on to the relevant department, however, the onus is on the customer to read the terms and conditions of the contract which are available online prior to, or after signing up.

Apologies for any inconvenience caused by this.

- Adam

Adam,

Can you please explain what Eir means by "Absolutely no usage limits" so that I can better understand where I and many others went wrong?

Ray.

I'm afraid I wouldn't be able to give you any further information on this Ray. I completely understand your frustration here, however, our fair usage limit is noted in our terms and conditions.

- Adam

raydator · 05-09-2017 2:51pm

eir: Adam wrote: »

I'm afraid I wouldn't be able to give you any further information on this Ray. I completely understand your frustration here, however, our fair usage limit is noted in our terms and conditions.

- Adam

Who can give us the information on what Eir means by "absolutely no usage limit"?

Is it a secret?

Is it your policy not to answer when the question is directed at the "absolutely no usage limit" reference?

KeRbDoG · 05-09-2017 4:57pm

Has the ASAI already investigated this and just basically told Eir to 'stop that, don't do it again' ?
http://www.asai.ie/complaint/telecommunications-41/

Peppa Cig · 05-09-2017 6:38pm

KeRbDoG wrote: »

Has the ASAI already investigated this and just basically told Eir to 'stop that, don't do it again' ?
http://www.asai.ie/complaint/telecommunications-41/

Looks like your right with the link!

Another example of Eir's audacity - not responding to ASAI complaint.

And response to this thread that customers should have read the small print. It's not unreasonable for ordinary Joe to expect "absolutely unlimited" when it is advertised in big flashing lights on a website by national utility provider. The ordinary Joe might be inclined to read the contract small print if he was signing contract with some Chinese dodgy service provider but this is Eir. Most expect better!

I knew about FUP limit despite misleading advertising but doesn't change the poor show and arrogance by Eir here and with ASAI.

Btw the FUP for FTTH is not fit for purpose.

Senna · 05-09-2017 7:23pm

Shows how powerless and inadequate the ASAI are, Eir don't even respond, ignore the ruling and continue to advertise using the same terms.

Even if they are powerless, how can they stand over statements like "There should be a link between the headline ‘Unlimited’ claim and the reference to the FUP".

How about you cannot use the term unlimited when there is a ****ing limit, how can advertising agencies redefine the English language and get away with it.

9726_9726 · 05-09-2017 9:19pm

This wording can't go on. "Absolutely no usage limits". It brings the industry into further disrepute. You'd certainly get satisfaction in the courts as regards breaking your contract, I would think.

For the company to respond with "read the T&Cs mate" is disingenuous.

Pkiernan · 05-09-2017 9:25pm

There is no limit to your usage.
You just have to pay more when you exceed 1TB.
You're not cut off, it just costs more.

raydator · 05-09-2017 10:12pm

Pkiernan wrote: »

There is no limit to your usage.
You just have to pay more when you exceed 1TB.
You're not cut off, it just costs more.

The term "Absolutely no usage limits" implies that there is no restriction.
By putting a fair usage of 1TB, you are restricting customers from exceeding the 1TB if they do not wish to be charged additional fees. This, therefore, impeeds my ability to use the "Absolutely no usage limits" aspect of this service.

NIMAN · 05-09-2017 10:24pm

It's time these companies were told to drop the use of the word unlimited, and have to put 1tb as the limit in the advert.

It'll not make their marketing sound as sexy, but at least it's the truth.

Is any other industry allowed to blatantly lie on their advertising?

Senna · 06-09-2017 12:01am

I had this argument with the ASAI a good few years back, it was O2 that were advertised unlimited and then a 15gb limit on their mobile data plan.
The ASAI were completely without power and basically said they agree with the company who can justify it as most people won't ever get to 15gb on a mobile connection, I showed them usage of 15gb in one day but they said I was very unusual and no one should be using that must bandwidth in a day.
They flat out avoided answering why is it in the consumers interest to call something unlimited when there clearly is a limit, I reminded them they worked for the consumer, not the company adverting the product, they just ignored me in the end.

Tenigate · 06-09-2017 12:15am

eir: Adam wrote: »

,
I'm afraid we do have a fair usage limit of 1TB on our broadband and, if you exceed this limit, the charges that you incur would be valid.

They certainly would not be valid charges. Any court in the land would rule against you.

You cannot bury a clause in the fineprint that completely changes the nature of a contract. It's either unlimited or it isn't.

There are also laws against misleading advertising. Sure, "1TB usage limit" wouldn't have the same ring, esp not to someone who doesn't know what a TB is. And "very high usage limit" doesn't have quite the same ring. But your marketing people, legal people and general manager of customer service need to get together and make a very important decision: stop lying.

R.F. · 06-09-2017 10:20am

Seems all their staff are trained to say the same thing

Firstly, that nobody ever exceeds the 1TB cap,which is simply untrue.

Also that when you mention competitors they also try and claim they have the same policy. This is 100% not true

Sky have no cap whatsoever and you can get that in writing from them if anyone wants to check.

I have a decision to make now, And I reckon it will be to pay the €250 to get out of the contract and go back to sky. Does anyone know if this process is difficult?

eir: Adam · 06-09-2017 12:30pm

raydator wrote: »

eir: Adam wrote: »

I'm afraid I wouldn't be able to give you any further information on this Ray. I completely understand your frustration here, however, our fair usage limit is noted in our terms and conditions.

- Adam

Who can give us the information on what Eir means by "absolutely no usage limit"?

Is it a secret?

Is it your policy not to answer when the question is directed at the "absolutely no usage limit" reference?

Unfortunately, nobody would be able to give you more information on this, Ray as it is up to the customer to be aware of the terms and conditions involved in their contract prior to agreeing to it.

I am sorry that I can not give you more information on this.

- Adam

raydator · 06-09-2017 12:40pm

These responses are an absolute joke! "nobody would be able to give you more information on this".

So "absolutely no usage limit" is placed on your advert/website and approved by someone in Eir, but yet nobody in Eir would be able to provide more information on the statement.

Tzardine · 06-09-2017 12:50pm

I have (thankfully) not been a customer of Eir for the past 3 years.

But I see their corporate policy of giving two fingers to their customers still exists. Their attitude and responses on here beggars belief.

Unlimited Broadband - Why do you push this message but yet cap at 1TB

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