Eir

cesaro

Just wondering has anyone here had a positive experience dealing with eir as for the last 7 months I have been lied too and fobbed off with ever extending completion dates. Really getting fed up talking to customer care who are equally in the dark about my case as I am.

Eir: Pamela

cesaro wrote: »

Just wondering has anyone here had a positive experience dealing with eir as for the last 7 months I have been lied too and fobbed off with ever extending completion dates. Really getting fed up talking to customer care who are equally in the dark about my case as I am.

[font=Verdana, sans-serif]Hi [/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif]cesaro,[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]I can understand your frustration and I am very sorry for the delays, I am looking into your query now and will be back to you shortly via PM.[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]-Pamela [/font]

[font=Verdana, sans-serif] [/font]

AChu

I am having a disasterous experience with Eir customer care also.
I have logged numerous calls to the customer care email address as well as calling the customer care line. All I want to do is log in online and see my bill. It's so simple! The man I spoke to at customer care said he could raise a ticket but really didnt recommend it as it would be much faster if I just emailed the customer care email address and they would be back to me within the hour. Over a week later and I emailed to ask for an update. I got the same automated response saying it would be 2 more days before they would respond to that!
To add insult to injury I just got an email asking me to comment in a survey on the service I had recently recieved with customer care! What service? I've just been fobbed off consistently for a login that should be set up in less than 5 minutes!

Ridiculous!

eir: Ciara

AChu wrote: »

I am having a disasterous experience with Eir customer care also.
I have logged numerous calls to the customer care email address as well as calling the customer care line. All I want to do is log in online and see my bill. It's so simple! The man I spoke to at customer care said he could raise a ticket but really didnt recommend it as it would be much faster if I just emailed the customer care email address and they would be back to me within the hour. Over a week later and I emailed to ask for an update. I got the same automated response saying it would be 2 more days before they would respond to that!
To add insult to injury I just got an email asking me to comment in a survey on the service I had recently recieved with customer care! What service? I've just been fobbed off consistently for a login that should be set up in less than 5 minutes!

Ridiculous!

Hi AChu,

Thank you for getting in touch. I am extremely sorry to hear you have had this experience so far with us. This is not the level of service we aim to provide and I will be sure to relay your feedback onto the relevant department. 

Can you advise the error message you are getting when you try to login please? 

-Ciara

AChu

eir: Ciara wrote: »

AChu wrote: »

I am having a disasterous experience with Eir customer care also.
I have logged numerous calls to the customer care email address as well as calling the customer care line. All I want to do is log in online and see my bill. It's so simple! The man I spoke to at customer care said he could raise a ticket but really didnt recommend it as it would be much faster if I just emailed the customer care email address and they would be back to me within the hour. Over a week later and I emailed to ask for an update. I got the same automated response saying it would be 2 more days before they would respond to that!
To add insult to injury I just got an email asking me to comment in a survey on the service I had recently recieved with customer care! What service? I've just been fobbed off consistently for a login that should be set up in less than 5 minutes!

Ridiculous!

Hi AChu,

Thank you for getting in touch. I am extremely sorry to hear you have had this experience so far with us. This is not the level of service we aim to provide and I will be sure to relay your feedback onto the relevant department. 

Can you advise the error message you are getting when you try to login please? 

-Ciara

Hi Ciara
I'm entering my account number and the phone number that was on my account info. However I know that the account number is now deactivated, so on registration I've tried my old phone number (021 number) as well as my mobile number along with the account number. The message is "We're sorry we couldnt verify the account information you provided. Please check the numbers you entered and try again". I can not login and get an online bill and I dont seem to be getting a hard copy bill either. Can you help please? 

eir: Ciara

AChu wrote: »

eir: Ciara wrote: »

AChu wrote: »

I am having a disasterous experience with Eir customer care also.
I have logged numerous calls to the customer care email address as well as calling the customer care line. All I want to do is log in online and see my bill. It's so simple! The man I spoke to at customer care said he could raise a ticket but really didnt recommend it as it would be much faster if I just emailed the customer care email address and they would be back to me within the hour. Over a week later and I emailed to ask for an update. I got the same automated response saying it would be 2 more days before they would respond to that!
To add insult to injury I just got an email asking me to comment in a survey on the service I had recently recieved with customer care! What service? I've just been fobbed off consistently for a login that should be set up in less than 5 minutes!

Ridiculous!

Hi AChu,

Thank you for getting in touch. I am extremely sorry to hear you have had this experience so far with us. This is not the level of service we aim to provide and I will be sure to relay your feedback onto the relevant department. 

Can you advise the error message you are getting when you try to login please? 

-Ciara

Hi Ciara
I'm entering my account number and the phone number that was on my account info. However I know that the account number is now deactivated, so on registration I've tried my old phone number (021 number) as well as my mobile number along with the account number. The message is "We're sorry we couldnt verify the account information you provided. Please check the numbers you entered and try again". I can not login and get an online bill and I dont seem to be getting a hard copy bill either. Can you help please? 

Hi AChu,

I am very sorry to hear this. Have you an active account with Eir or is the bill you are trying to view from a cancelled account?

-Ciara

mnolan198

cesaro wrote: »

Just wondering has anyone here had a positive experience dealing with eir as for the last 7 months I have been lied too and fobbed off with ever extending completion dates. Really getting fed up talking to customer care who are equally in the dark about my case as I am.

I wouldnt buy a SIM card off them. The worst company I have ever dealt with.

corks finest

cesaro wrote: »

Just wondering has anyone here had a positive experience dealing with eir as for the last 7 months I have care who are equally in the dark about my case as I am.

Really poor experience,left over 45.minutes hanging,call dropped,plus spoke to 15/20 customer care,cancellation felt,tech help etc,etc,can't port my number to new provider,leaving in 2 weeks,inept crowd(not all)really poor c care,I've spent 9 days,on phone,eir chat,approx 20 plus hours ,and a lot of calls dropped ,I've been lied to,promised by 2,(have names)that they personally will sort out my problem,guess what?didn't ,promised to ring me,didn't,I'll never,ever,go with eir/meteor again,absolutely ****e service,should be called customer DON'T CARE

Eir: Pamela

corks finest wrote: »

cesaro wrote: »

Just wondering has anyone here had a positive experience dealing with eir as for the last 7 months I have  care who are equally in the dark about my case as I am.

Really poor experience,left over 45.minutes hanging,call dropped,plus spoke to 15/20 customer care,cancellation felt,tech help etc,etc,can't port my number to new provider,leaving in 2 weeks,inept crowd(not all)really poor c care,I've spent 9 days,on phone,eir chat,approx 20 plus hours ,and a lot of calls dropped ,I've been lied to,promised by 2,(have names)that they personally will sort out my problem,guess what?didn't ,promised to ring me,didn't,I'll never,ever,go with eir/meteor again,absolutely ****e service,should be called customer DON'T CARE

I'm very sorry to hear this corks finest, is there anything I can asssit you with from here?


-Pamela 

corks finest

thanks for asking,but honestly short of flogging the ppl who lied,left me down,passed the buck ,left me hanging ,no,was a loyal meteor customer,nearly 10 years,you could start by copying their manifest,CUSTOMERS ALWAYS COME FIRST,SPOKE TO 3 NICE EIR PPL FROM THE 15 PLUS EIR GROUP,SAYS SOMETHING,YE DONT GIVE A ****E,REBECA,ROMANIAN LADY WAS FAB,AS WAS CHELSEA THIS MORNING(ANOTHER 40 MINUTES)question,ANY OF THE  CLOWNS WHO MISHANDLED MY PROBLEM,ANYONE OF THEM GETTING TALKED TO(NOT A HOPE)YERE A DISGRACE,AT THE MOMENT IM LOOKUNG FOR ALL MY PHONE CHAT TO CUSTOMER CARE SINCE 22 ND OF LAST MONTH,TO PASS ON TO COMM REG,YOURE PPL NEED RETRAING IN BASIC MANNERS.,LOOKING FORWARD TO NEVER CONTACTING EIR AGAIN ,ONCE IM SORTED,WHICH THIS MORNING I WAS PROMISED ,,,,,,,NOT HOLDING MY BREATH,NO FAITH IN YOURE COMPANY ALTOGETHER,AND REF APOLOGIES,THEY DONT WASH ,IF I DID WHAT YOU DID TO ME LATELY,ID GET FIRED,TO ADD INSULT TO INJURY,JUST RECEIVED NOTICE OF MY CAncellation 30 days from now,which it incorrect,for if eir could get their loyalty /cancellation gang updated,theyd see that i gAVE YE 30 DAYS NOTICE SINCE 22ND OF AUGUST,,,,,,,,WAITING FOR SOME HONEST ANSWERS

Eir: Pamela

corks finest wrote: »

thanks for asking,but honestly short of flogging the ppl who lied,left me down,passed the buck ,left me hanging ,no,was a loyal meteor customer,nearly 10 years,you could start by copying their manifest,CUSTOMERS ALWAYS COME FIRST,SPOKE TO 3 NICE EIR PPL FROM THE 15 PLUS EIR GROUP,SAYS SOMETHING,YE DONT GIVE A ****E,REBECA,ROMANIAN LADY WAS FAB,AS WAS CHELSEA THIS MORNING(ANOTHER 40 MINUTES)question,ANY OF THE  CLOWNS WHO MISHANDLED MY PROBLEM,ANYONE OF THEM GETTING TALKED TO(NOT A HOPE)YERE A DISGRACE,AT THE MOMENT IM LOOKUNG FOR ALL MY PHONE CHAT TO CUSTOMER CARE SINCE 22 ND OF LAST MONTH,TO PASS ON TO COMM REG,YOURE PPL NEED RETRAING IN BASIC MANNERS.,LOOKING FORWARD TO NEVER CONTACTING EIR AGAIN ,ONCE IM SORTED,WHICH THIS MORNING I WAS PROMISED ,,,,,,,NOT HOLDING MY BREATH,NO FAITH IN YOURE COMPANY ALTOGETHER,AND REF APOLOGIES,THEY DONT WASH ,IF I DID WHAT YOU DID TO ME LATELY,ID GET FIRED,TO ADD INSULT TO INJURY,JUST RECEIVED NOTICE OF MY CAncellation 30 days from now,which it incorrect,for if eir could get their loyalty /cancellation gang updated,theyd see that i gAVE YE 30 DAYS NOTICE SINCE 22ND OF AUGUST,,,,,,,,WAITING FOR SOME HONEST ANSWERS

I'm so sorry to hear of this experience corks finest, sincere apologies this is definitely not the service we aim to provide.
Can you PM me your account number and I will look into this now?


-Pamela 

corks finest

Eir: Pamela wrote: »

I'm so sorry to hear of this experience corks finest, sincere apologies this is definitely not the service we aim to provide.
Can you PM me your account number and I will look into this now?


-Pamela 

No need for p.m. 13256660

corks finest

corks finest wrote: »

No need for p.m. 13256660

As I'm gone soon

Eir: Pamela

corks finest wrote: »

corks finest wrote: »

No need for p.m. 13256660

As I'm gone soon

Thanks  corks finest, I'm afraid we are not available on boards.ie after 5pm. I have checked this and I can confirm this account has been logged for manual cancellation today as per agreed on your previous call. I would also reccomend removing your account number from public view for security reasons.


-Pamela 

corks finest

Eir: Pamela wrote: »

Thanks  corks finest, I'm afraid we are not available on boards.ie after 5pm. I have checked this and I can confirm this account has been logged for manual cancellation today as per agreed on your previous call. I would also reccomend removing your account number from public view for security reasons.


-Pamela 

Still no answers,excuses ref eir dismal customer care,lies,half truths,and calls dropped,well?hope dome ppl here on boards realise that eir customer (don't care)fob ppl off ,nothing short of shoddy work ,thank God I'm not depending on eir for anything important,,,does eir c care staff even get trained up?

Eir: Pamela

corks finest wrote: »

Eir: Pamela wrote: »

Thanks  corks finest, I'm afraid we are not available on boards.ie after 5pm. I have checked this and I can confirm this account has been logged for manual cancellation today as per agreed on your previous call. I would also reccomend removing your account number from public view for security reasons.


-Pamela 

Still no answers,excuses ref eir dismal customer care,lies,half truths,and calls dropped,well?hope dome ppl here on boards realise that eir customer (don't care)fob ppl off ,nothing short of shoddy work ,thank God I'm not depending on eir for anything important,,,does eir c care staff even get trained up?

I'm sorry you feel this way corks finest, let me know what you need assistance with other than the account cancellation and I would be more than happy to assist.

-Pamela 

corks finest

Eir: Pamela wrote: »

corks finest wrote: »

Eir: Pamela wrote: »

Thanks corks finest, I'm afraid we are not available on boards.ie after 5pm. I have checked this and I can confirm this account has been logged for manual cancellation today as per agreed on your previous call. I would also reccomend removing your account number from public view for security reasons.


-Pamela

Still no answers,excuses ref eir dismal customer care,lies,half truths,and calls dropped,well?hope dome ppl here on boards realise that eir customer (don't care)fob ppl off ,nothing short of shoddy work ,thank God I'm not depending on eir for anything important,,,does eir c care staff even get trained up?

I'm sorry you feel this way corks finest, let me know what you need assistance with other than the account cancellation and I would be more than happy to assist.

-Pamela

Thanks,sorry I ate you,nothing to do with you personally,still waiting to get ported

corks finest

corks finest wrote: »

Eir: Pamela wrote: »

corks finest wrote: »

Eir: Pamela wrote: »

Thanks corks finest, I'm afraid we are not available on boards.ie after 5pm. I have checked this and I can confirm this account has been logged for manual cancellation today as per agreed on your previous call. I would also reccomend removing your account number from public view for security reasons.


-Pamela

Still no answers,excuses ref eir dismal customer care,lies,half truths,and calls dropped,well?hope dome ppl here on boards realise that eir customer (don't care)fob ppl off ,nothing short of shoddy work ,thank God I'm not depending on eir for anything important,,,does eir c care staff even get trained up?

I'm sorry you feel this way corks finest, let me know what you need assistance with other than the account cancellation and I would be more than happy to assist.

-Pamela

Thanks,sorry I ate you,nothing to do with you personally,still waiting to get ported

It's like a norse saga,goes on,and on,d not think at this stage I'll ever get ported

mnolan198

cesaro wrote: »

Just wondering has anyone here had a positive experience dealing with eir as for the last 7 months I have been lied too and fobbed off with ever extending completion dates. Really getting fed up talking to customer care who are equally in the dark about my case as I am.

Doesnt surprise me in the least. Definitely the worst Company I have dealt with over the last 30 years of buying Utilities, Insurance ,etc.

Eir: Pamela

corks finest wrote: »

Eir: Pamela wrote: »

corks finest wrote: »

Eir: Pamela wrote: »

Thanks corks finest, I'm afraid we are not available on boards.ie after 5pm. I have checked this and I can confirm this account has been logged for manual cancellation today as per agreed on your previous call. I would also reccomend removing your account number from public view for security reasons.


-Pamela

Still no answers,excuses ref eir dismal customer care,lies,half truths,and calls dropped,well?hope dome ppl here on boards realise that eir customer (don't care)fob ppl off ,nothing short of shoddy work ,thank God I'm not depending on eir for anything important,,,does eir c care staff even get trained up?

I'm sorry you feel this way corks finest, let me know what you need assistance with other than the account cancellation and I would be more than happy to assist.

-Pamela

Thanks,sorry I ate you,nothing to do with you personally,still waiting to get ported

[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]It's no problem at all [/font][font=Verdana, sans-serif]corks finest, [/font][font=Verdana, sans-serif]I can understand your frustration with this. If you do need any further assistance please do let me know.[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif] [/font]

[font=Verdana, sans-serif]-Pamela [/font]

corks finest

pamela hi,at last my problem is solved,and it took a corkman ,john keating to do it,im very grateful to him,he went out of his way to help,he listened,and sorted it,unlike the other 18/20 eir customer care ppl,hes a star,the rest fallen stars,extremley glad im away from eir,they are a shambles,great products,crap ppl represting them,bar a v small few.

Eir: Pamela

corks finest wrote: »

pamela hi,at last my problem is solved,and it took a corkman ,john keating to do it,im very grateful to him,he went out of his way to help,he listened,and sorted it,unlike the other 18/20 eir customer care ppl,hes a star,the rest fallen stars,extremley glad im away from eir,they are a shambles,great products,crap ppl represting them,bar a v small few.

[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]Hi [/font][font=Verdana, sans-serif]corks finest,[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]That's great to hear that your service is restored, I'll pass this feedback onto John. Again sincere apologies for your eir experience to date.[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]-Pamela [/font]

[font=Verdana, sans-serif] [/font]

Sixtoes

Switched to eir at the start of the year and it's been a nightmare from day one. I think I've had one Bill correct out of seven or eight. Avoid.

corks finest

Sixtoes wrote: »

Switched to eir at the start of the year and it's been a nightmare from day one. I think I've had one Bill correct out of seven or eight. Avoid.

Leave asap,get out of dodge,dont even take the horse,run,run,run,!

Eir: Pamela

Sixtoes wrote: »

Switched to eir at the start of the year and it's been a nightmare from day one. I think I've had one Bill correct out of seven or eight. Avoid.

[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]Hi [/font][font=Verdana, sans-serif]Sixtoes,[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]I'm sorry to hear this, is there anything I can assist you with?[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]-Pamela [/font]

[font=Verdana, sans-serif] [/font]

jpt1980

Hi, I'm not sure if this is the right spot for this but I'll ask anyway.  I ordered a 128gb iPhone 7 on the 16th over the phone.  It still hadn't arrived yesterday after contacting eir customer care on Twitter almost every day for a week.  I rang a number i got from the care team on Twitter yesterday at 4pm.  I found out it was a 7 plus that was ordered which I know I didn't do.  I was told she'd contact her supervisor and get back to me within an hour.  I heard nothing till 12 today when I contacted them on Twitter and agin was told they'd get back to me.  At half 5 I still hadn't heard anything so called again and was basically told the iPhone 7 plus was going to be sent out tomorrow and it would be here by Friday.  I told him I didn't order or want an iPhone 7 Plus but it was like talking to a brick wall, he kept repeating the same 3 or 4 sentences.  He then told me that the iPhone 7 Plus 128gb was the same price as the iPhone 7 128gb which I told him it wasn't as I was looking at eir's site at the time and the phone I wanted and ordered was €100 cheaper than the phone they were sending me and again he kept repeating 3 or 4 sentences. Is there anything I can do to get the phone I ordered on the 16th?

corks finest

jpt1980 wrote: »

Hi, I'm not sure if this is the right spot for this but I'll ask anyway.  I ordered a 128gb iPhone 7 on the 16th over the phone.  It still hadn't arrived yesterday after contacting eir customer care on Twitter almost every day for a week.  I rang a number i got from the care team on Twitter yesterday at 4pm.  I found out it was a 7 plus that was ordered which I know I didn't do.  I was told she'd contact her supervisor and get back to me within an hour.  I heard nothing till 12 today when I contacted them on Twitter and agin was told they'd get back to me.  At half 5 I still hadn't heard anything so called again and was basically told the iPhone 7 plus was going to be sent out tomorrow and it would be here by Friday.  I told him I didn't order or want an iPhone 7 Plus but it was like talking to a brick wall, he kept repeating the same 3 or 4 sentences.  He then told me that the iPhone 7 Plus 128gb was the same price as the iPhone 7 128gb which I told him it wasn't as I was looking at eir's site at the time and the phone I wanted and ordered was €100 cheaper than the phone they were sending me and again he kept repeating 3 or 4 sentences. Is there anything I can do to get the phone I ordered on the 16th?

You can get a transcript or recording from them,of your conversation,u have to obviously demand it,worst shower in Ireland,they haven't got a customer care team

Big Vern

I only wish i had of seen this talk to eir page on boards before we signed up with them. I would have avoided them straight away. We moved to eir to try save some money, but in the long run it has really cost us! 

Ive dealt with most of the major companies - Sky, Vodafone, o2/3 and eir is by far the worst i have ever dealt with. Its nearly 2 years since we got eir in and its problem after problem with either service but mainly bills. And they still aren't sorted.

Just cant wait till our contact is up and i can get rid of it for once and for all.

corks finest

Big Vern wrote: »

I only wish i had of seen this talk to eir page on boards before we signed up with them. I would have avoided them straight away. We moved to eir to try save some money, but in the long run it has really cost us! 

Ive dealt with most of the major companies - Sky, Vodafone, o2/3 and eir is by far the worst i have ever dealt with. Its nearly 2 years since we got eir in and its problem after problem with either service but mainly bills. And they still aren't sorted.

Just cant wait till our contact is up and i can get rid of it for once and for all.

Ppl need to know,how bad they really are,I chatted to maybe 2,who cared,didn't fob me off,so upset me for nearly 3 weeks,day,in,day out,their sister company Meteor are absolutely fab in comparison

Big Vern

corks finest wrote: »

Big Vern wrote: »

I only wish i had of seen this talk to eir page on boards before we signed up with them. I would have avoided them straight away. We moved to eir to try save some money, but in the long run it has really cost us! 

Ive dealt with most of the major companies - Sky, Vodafone, o2/3 and eir is by far the worst i have ever dealt with. Its nearly 2 years since we got eir in and its problem after problem with either service but mainly bills. And they still aren't sorted.

Just cant wait till our contact is up and i can get rid of it for once and for all.

Ppl need to know,how bad they really are,I chatted to  maybe 2,who cared,didn't fob me off,so upset me for nearly 3 weeks,day,in,day out,their sister company Meteor are absolutely fab in comparison

I remember been on the phone to them one day and one of the customer service reps was so rude it was unreal! They actually laughed at one stage. Just didn't care one bit. Then you get others who will be so nice and you think it will be sorted but they never actually do anything.

If anyone who mentions eir to me i let them know how bad they are and my experiences!

corks finest

For anyone,like me who cancelled their eir contracts after the last price increase BEWARE,being cynical ref eir,asked Pamela here in boards via pm,to check my current status,hard to believe according to eir my driver broadband contract was still active,and being charged for,again contacted eir,who said it was now cancelled(yesterday) stating they had system problems,that was the reason my contact was still active,unbeleivable shower if idiotic,half trained,uncaring lol,no wonder lol hate dealing with them,,, requested an email confirming I was eir contact free,put on hold 20 minutes,asked Nikita when I'd receive this email,dudht know she replies,asked why she didn't know?,never asked before was her reply,again asked when,on hold again,15 minutes,finally she said,i SHOULD receiv it in 5 working days,a gain I asked ,I will,or I won't receive it ,stammered,and eventually said I would receive it within the 5 days,i mean come on eir,get your house in order,if you pp lwere in a job that had real bosses,most of ye would be sacked,i implore people,dont be fooled by eir,they promise all,deliver nothing good,,,,,,must think the public are imbeciles

kevin700

cesaro wrote: »

Just wondering has anyone here had a positive experience dealing with eir as for the last 7 months I have been lied too and fobbed off with ever extending completion dates. Really getting fed up talking to customer care who are equally in the dark about my case as I am.

I would put EIR right up there right up there with BORD GAIS
(Two companies with the customer care intelligence of monkeys

reubenreuben

cesaro wrote: »

Just wondering has anyone here had a positive experience dealing with eir as for the last 7 months I have been lied too and fobbed off with ever extending completion dates. Really getting fed up talking to customer care who are equally in the dark about my case as I am.

Dont know about EIR but VODAFONE are a nighmare too. Your description is exactly what has been happening with VODAFONE. Awful service.

corks finest

reubenreuben wrote: »

cesaro wrote: »

Just wondering has anyone here had a positive experience dealing with eir as for the last 7 months I have been lied too and fobbed off with ever extending completion dates. Really getting fed up talking to customer care who are equally in the dark about my case as I am.

Dont know about EIR but VODAFONE are a nighmare too. Your description is exactly what has been happening with VODAFONE. Awful service.

Surprised

Live at Three

Advice for people having trouble with Eir customer support. At the start of each call ask them to read out the notes they have of all your previous calls. Saves you having to repeat your case every time. I found this worked for me after several months of time wasting.

This is a conversation I had last year:

Eir: Mr xxx we are calling you about your account which seems to be in arrears

Me: Can you read out the notes you have on this case so far?

Eir: (after reading all notes) Apologies Mr xxx I see now that there is an error on our side.

Me: OK. Thanks. Bye.


Also, how come so many of your long on hold calls get dropped? Is there any sort of compensation, even explanation, as to how this happens? Pretty bad for a phone company.

Eir: Pamela

Live at Three wrote: »

Advice for people having trouble with Eir customer support. At the start of each call ask them to read out the notes they have of all your previous calls. Saves you having to repeat your case every time. I found this worked for me after several months of time wasting.

This is a conversation I had last year:

Eir: Mr xxx we are calling you about your account which seems to be in arrears

Me: Can you read out the notes you have on this case so far?

Eir: (after reading all notes) Apologies Mr xxx I see now that there is an error on our side.

Me: OK. Thanks. Bye.


Also, how come so many of your long on hold calls get dropped? Is there any sort of compensation, even explanation, as to how this happens? Pretty bad for a phone company.

[font=Verdana, sans-serif]Hi [/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif]Live at Three,[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]I'm sorry to hear you feel this way. Is there anything I can help you with?[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]-Pamela [/font]

 

Live at Three

Eir: Pamela wrote: »

Live at Three wrote: »

Advice for people having trouble with Eir customer support. At the start of each call ask them to read out the notes they have of all your previous calls. Saves you having to repeat your case every time. I found this worked for me after several months of time wasting.

This is a conversation I had last year:

Eir: Mr xxx we are calling you about your account which seems to be in arrears

Me: Can you read out the notes you have on this case so far?

Eir: (after reading all notes) Apologies Mr xxx I see now that there is an error on our side.

Me: OK. Thanks. Bye.


Also, how come so many of your long on hold calls get dropped? Is there any sort of compensation, even explanation, as to how this happens? Pretty bad for a phone company.

[font=Verdana, sans-serif]Hi [/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif]Live at Three,[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]I'm sorry to hear you feel this way. Is there anything I can help you with?[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]-Pamela [/font]

 

No thanks Pamela, I got sorted eventually. Could you tell me though, do customer support people actually hang up on customers or is it just a fault in the system? Has happened to me a good few times, especially while being on hold.

For ages.

During work.

Eir: Pamela

Live at Three wrote: »

Eir: Pamela wrote: »

Live at Three wrote: »

Advice for people having trouble with Eir customer support. At the start of each call ask them to read out the notes they have of all your previous calls. Saves you having to repeat your case every time. I found this worked for me after several months of time wasting.

This is a conversation I had last year:

Eir: Mr xxx we are calling you about your account which seems to be in arrears

Me: Can you read out the notes you have on this case so far?

Eir: (after reading all notes) Apologies Mr xxx I see now that there is an error on our side.

Me: OK. Thanks. Bye.


Also, how come so many of your long on hold calls get dropped? Is there any sort of compensation, even explanation, as to how this happens? Pretty bad for a phone company.

[font=Verdana, sans-serif]Hi [/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif]Live at Three,[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]I'm sorry to hear you feel this way. Is there anything I can help you with?[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]-Pamela [/font]

 

No thanks Pamela, I got sorted eventually. Could you tell me though, do customer support people actually hang up on customers or is it just a fault in the system? Has happened to me a good few times, especially while being on hold.

For ages.

During work.

I'm sorry to hear this  Live at Three. I'll have this issue flagged & your feedback relayed to the relevant team. Sincere apologies for the inconvenience caused. 


Thanks,
Pamela 

Guinness69

cesaro wrote: »

Just wondering has anyone here had a positive experience dealing with eir as for the last 7 months I have been lied too and fobbed off with ever extending completion dates. Really getting fed up talking to customer care who are equally in the dark about my case as I am.

Here is my conversation with one of their staff.

Info at 10:59, Feb 9:
Thank you for choosing to chat with us. An agent will be with you shortly.

Info at 10:59, Feb 9:
You are now chatting with Vinoth.

Vinoth at 10:59, Feb 9:
Welcome to the eir Sales webchat, my name is Vinoth how can I help you today?

You at 10:59, Feb 9:
I would like to switch to eir if there is high speed in my area
You at 11:00, Feb 9:
my number is xxxxxxxxx

Vinoth at 11:00, Feb 9:
Can I have the full address or landline number if any to check the speed of your line?

Vinoth at 11:01, Feb 9:
One moment please. I will check that for you.

Vinoth at 11:01, Feb 9:
Does the address is as per below?

Vinoth at 11:01, Feb 9:
xxxxx
xxxxxx
xxxxxxx xxxx

You at 11:01, Feb 9:
yep

Vinoth at 11:03, Feb 9:
Michael, Your line is fibre enabled with speed of 7 mbps. But your line is fibre, so there will not be issue in speed

You at 11:03, Feb 9:
people in the village have 100mbps

You at 11:04, Feb 9:
i curr4ently have 12 with sky

You at 11:04, Feb 9:
currently

Vinoth at 11:05, Feb 9:
Michael, The speed differs house to house. If youget more speed you can upgrade with free of cost.

Vinoth at 11:05, Feb 9:
The download limit will be up to 1TB

You at 11:05, Feb 9:
when can I check the top speed I will be able to achieve

Vinoth at 11:07, Feb 9:
As soon as possible Michael, our tech engineers are working area by are for high speed fibre roll out.

You at 11:08, Feb 9:
when will this fiber be available

You at 11:08, Feb 9:
I need someone to get it into my home

Vinoth at 11:09, Feb 9:
Your line is fibre enabled Michael.

You at 11:09, Feb 9:
so I can get 100mbps now

You at 11:09, Feb 9:
you can guarantee me higher speeds than I am getting with sky

Vinoth at 11:10, Feb 9:
Not now Michael, In futiure you will surel get speed up to 100 or extreme fibre up to 1000 mnps

You at 11:11, Feb 9:
all you have offered me is 7mbps now and are saying I will get faster in the future which is no good to me now

You at 11:11, Feb 9:
I have already got faster with sky

Vinoth at 11:12, Feb 9:
Micheal, I will say 7 mbps which you are getting now is good.

You at 11:11, Feb 9:
I have 12

Vinoth at 11:12, Feb 9:
You will get 6 sports channels free, installation free

Vinoth at 11:13, Feb 9:
In future you will get speed up to 100. But we are not sure of the date Michael.

You at 11:12, Feb 9:
My inquiry is about faster broadband not about free stuff

You at 11:13, Feb 9:
you are offering me slower broadband

Vinoth at 11:13, Feb 9:
Michael, You will get faster broadband in future

You at 11:13, Feb 9:
no good to me sorry

Vinoth at 11:14, Feb 9:
We have 14 days cooling off period Michael.

You at 11:13, Feb 9:
this is useless

Vinoth at 11:14, Feb 9:
I am sorry for that Michael.

Vinoth at 11:15, Feb 9:
Is there anything else I can help you with today?

You at 11:16, Feb 9:
no

Vinoth at 11:17, Feb 9:
Thank you for chatting with us today. We really value your comments & opinions and ask that you please take a moment to fill out the exit survey when you click on the close chat “X” button.

Vinoth at 11:17, Feb 9:
Have a nice day Michael.

Eir: Pamela

Guinness69 wrote: »

cesaro wrote: »

Just wondering has anyone here had a positive experience dealing with eir as for the last 7 months I have been lied too and fobbed off with ever extending completion dates. Really getting fed up talking to customer care who are equally in the dark about my case as I am.

Here is my conversation with one of their staff.

Info at 10:59, Feb 9:
Thank you for choosing to chat with us. An agent will be with you shortly.

Info at 10:59, Feb 9:
You are now chatting with Vinoth.

Vinoth at 10:59, Feb 9:
Welcome to the eir Sales webchat, my name is Vinoth how can I help you today?

You at 10:59, Feb 9:
I would like to switch to eir if there is high speed in my area
You at 11:00, Feb 9:
my number is xxxxxxxxx

Vinoth at 11:00, Feb 9:
Can I have the full address or landline number if any to check the speed of your line?

Vinoth at 11:01, Feb 9:
One moment please. I will check that for you.

Vinoth at 11:01, Feb 9:
Does the address is as per below?

Vinoth at 11:01, Feb 9:
xxxxx
xxxxxx
xxxxxxx xxxx

You at 11:01, Feb 9:
yep

Vinoth at 11:03, Feb 9:
Michael, Your line is fibre enabled with speed of 7 mbps. But your line is fibre, so there will not be issue in speed

You at 11:03, Feb 9:
people in the village have 100mbps

You at 11:04, Feb 9:
i curr4ently have 12 with sky

You at 11:04, Feb 9:
currently

Vinoth at 11:05, Feb 9:
Michael, The speed differs house to house. If youget more speed you can upgrade with free of cost.

Vinoth at 11:05, Feb 9:
The download limit will be up to 1TB

You at 11:05, Feb 9:
when can I check the top speed I will be able to achieve

Vinoth at 11:07, Feb 9:
As soon as possible Michael, our tech engineers are working area by are for high speed fibre roll out.

You at 11:08, Feb 9:
when will this fiber be available

You at 11:08, Feb 9:
I need someone to get it into my home

Vinoth at 11:09, Feb 9:
Your line is fibre enabled Michael.

You at 11:09, Feb 9:
so I can get 100mbps now

You at 11:09, Feb 9:
you can guarantee me higher speeds than I am getting with sky

Vinoth at 11:10, Feb 9:
Not now Michael, In futiure you will surel get speed up to 100 or extreme fibre up to 1000 mnps

You at 11:11, Feb 9:
all you have offered me is 7mbps now and are saying I will get faster in the future which is no good to me now

You at 11:11, Feb 9:
I have already got faster with sky

Vinoth at 11:12, Feb 9:
Micheal, I will say 7 mbps which you are getting now is good.

You at 11:11, Feb 9:
I have 12

Vinoth at 11:12, Feb 9:
You will get 6 sports channels free, installation free

Vinoth at 11:13, Feb 9:
In future you will get speed up to 100. But we are not sure of the date Michael.

You at 11:12, Feb 9:
My inquiry is about faster broadband not about free stuff

You at 11:13, Feb 9:
you are offering me slower broadband

Vinoth at 11:13, Feb 9:
Michael, You will get faster broadband in future

You at 11:13, Feb 9:
no good to me sorry

Vinoth at 11:14, Feb 9:
We have 14 days cooling off period Michael.

You at 11:13, Feb 9:
this is useless

Vinoth at 11:14, Feb 9:
I am sorry for that Michael.

Vinoth at 11:15, Feb 9:
Is there anything else I can help you with today?

You at 11:16, Feb 9:
no

Vinoth at 11:17, Feb 9:
Thank you for chatting with us today. We really value your comments & opinions and ask that you please take a moment to fill out the exit survey when you click on the close chat “X” button.

Vinoth at 11:17, Feb 9:
Have a nice day Michael.

Hi  Guinness69,


Thanks for getting in touch & thanks for sharing your experience with us. 

From viewing this I can see that very little clarity was offered here & I apologise.  If you would like to PM me your location I would be more than happy to check for an update on any efibre upgrades in your area. I've also passed this conversation onto the web chat team as feedback.

-Pamela 

IamKeith2017

cesaro wrote: »

Just wondering has anyone here had a positive experience dealing with eir as for the last 7 months I have been lied too and fobbed off with ever extending completion dates. Really getting fed up talking to customer care who are equally in the dark about my case as I am.

Absolutely disgusted with the treatment of my case to date with EIR. Service installed on 5th December after being lied to about what it was I was getting. Had Virgin Media which I liked, just the service technology was over loaded. Asked what all the questions about what was on offer
Q. How many channels can you record while watching the TV?
A. Record 3 while watching a 4th.
Fact. Record 1 while watching 1

Q. Does your service have demand?
A. Yes
Fact. No demand service

Q. Does the package I am signing up for have Nick Jnr and Cartoon Network
A. Yes
Fact. Not provided on the package I was signing up for

I stated I wanted to ring my current provider (Virgin Media) to see if I was in contract.
I was told that there was no need to contact them as I would receive a switcher pack and any early cancellation or exit fees would be covered by EIR. I was told I would receive a predetermined letter to fill my details in on and a prepaid envelope to send it in.
2 months later I received a letter that my 6 year old could do a better job of pulling together to send to Virgin Media.

Turns out I owe them €300. I have received a debt collectors letter from them since because they want their end closed off.

You would think I was put through enough at that but no. I rang on the 6th December and I was told my account wasn't active and I would have to ring back the next night. When I rang back on the 7th December it turns out the girl I spoke to could access my account but just didn't want to help. I was told a call pull would be organised and this can take up to 30 days. Since then I have rang EIR numerous times to no avail. I have been refused access to a manager to discuss my issues. I have had an offer of €180 credit on my account which I have refused as a resolution to the case (guess what? To get the 2 kids channels I wanted and was told I would have costs an extra €10 a month and after the introductory offer I would have 18 months left).

To top it all off, I have been informed that the call pulling team no longer exists. The person who informed me of this has also informed me that there are that many complaints coming in on a daily basis that EIR cannot keep staff. So that means everyone who I talk to is inexperienced.

And the final issue is that the introductory offer of €55 a month is not applied to my account. All bills to date have been €110. In my contact with EIR's inexperienced call centre staff I have been told any monies over paid will be credited to my account. Not refunded, credited, which means they have over charged me and will gain interest on my money while it sits in their account.

I am absolutely disgusted with the way EIR have treated me to date, the lack of interest in my case and the out and our lies that have been sold to me and fed to me by their staff.

I will be contacting the CCPC tomorrow as well as my solicitor to see what my next step will be.

The stress this has caused me and my family is not acceptable and I would advise anyone thinking of moving to EIR not to. STAY AWAY FROM EIR!

Parjer21

IamKeith2017 wrote: »

Absolutely disgusted with the treatment of my case to date with EIR. Service installed on 5th December after being lied to about what it was I was getting. Had Virgin Media which I liked, just the service technology was over loaded. Asked what all the questions about what was on offer
Q. How many channels can you record while watching the TV?
A. Record 3 while watching a 4th.
Fact. Record 1 while watching 1

Q. Does your service have demand?
A. Yes
Fact. No demand service

Q. Does the package I am signing up for have Nick Jnr and Cartoon Network
A. Yes
Fact. Not provided on the package I was signing up for

I stated I wanted to ring my current provider (Virgin Media) to see if I was in contract.
I was told that there was no need to contact them as I would receive a switcher pack and any early cancellation or exit fees would be covered by EIR. I was told I would receive a predetermined letter to fill my details in on and a prepaid envelope to send it in.
2 months later I received a letter that my 6 year old could do a better job of pulling together to send to Virgin Media.

Turns out I owe them €300. I have received a debt collectors letter from them since because they want their end closed off.

You would think I was put through enough at that but no. I rang on the 6th December and I was told my account wasn't active and I would have to ring back the next night. When I rang back on the 7th December it turns out the girl I spoke to could access my account but just didn't want to help. I was told a call pull would be organised and this can take up to 30 days. Since then I have rang EIR numerous times to no avail. I have been refused access to a manager to discuss my issues. I have had an offer of €180 credit on my account which I have refused as a resolution to the case (guess what? To get the 2 kids channels I wanted and was told I would have costs an extra €10 a month and after the introductory offer I would have 18 months left).

To top it all off, I have been informed that the call pulling team no longer exists. The person who informed me of this has also informed me that there are that many complaints coming in on a daily basis that EIR cannot keep staff. So that means everyone who I talk to is inexperienced.

And the final issue is that the introductory offer of €55 a month is not applied to my account. All bills to date have been €110. In my contact with EIR's inexperienced call centre staff I have been told any monies over paid will be credited to my account. Not refunded, credited, which means they have over charged me and will gain interest on my money while it sits in their account.

I am absolutely disgusted with the way EIR have treated me to date, the lack of interest in my case and the out and our lies that have been sold to me and fed to me by their staff.

I will be contacting the CCPC tomorrow as well as my solicitor to see what my next step will be.

The stress this has caused me and my family is not acceptable and I would advise anyone thinking of moving to EIR not to. STAY AWAY FROM EIR!

Just wondering if this got resolved?

eddie

cesaro wrote: »

Just wondering has anyone here had a positive experience dealing with eir as for the last 7 months I have been lied too and fobbed off with ever extending completion dates. Really getting fed up talking to customer care who are equally in the dark about my case as I am.

You think you have problems..............


I need help to resolve this as EIR are totally ignoring the situation.

38 years a customer with EIR and :

EIR have over  € 500 in credit that on my account that I cannot access

EIR have cut off my business , without notice while accounts were in
credit

EIR have then insisted that I pay a reconnection fee, while still in
credit

EIR have generated at least 3 other accounts for my business account
and I have no access to any of them

EIR will not supply me statements for these or advise how funds are
transferred between them

EIR have said they will forward cheque and never did.

EIR management at all levels have totally ignored all communications

EIR "customer service" cannot solve the problem, promise to do so and
never come back.  

EIR "case management" cannot solve the problem, promise to do so and
never come back.

EIR have been requested under the data protection act to forward my
information and will not.

EIR can only provide a sub-standard 10 -13 Mb  High speed broadband in
DUBLIN 15 in 2017 !

eddie

and I should have mentioned that after emailing most of EIR directors, most of their management team and many of their "customer care" teams... response, directly zero....  I did get some indirect response that confirmed that the emails and txt messages were received...  mushroom treatment ninjas..

eir: Anna

Hi eddie,


Thanks for getting in touch and I am very sorry to hear of your experiences to date.


Can you please PM me your account number and full anme and I will look into this for you?


Thanks,
Anna

Icyseanfitz

im not even going to list out my ongoing issue tbh its so long. Just have a look at my thread if your interested in a pure runaround . Useless company who il leave the second siro or a decent alternative to eirs phone line monopoly shows up in my area 

eddie

eir: Anna wrote: »

Hi eddie,


Thanks for getting in touch and I am very sorry to hear of your experiences to date.


Can you please PM me your account number and full anme and I will look into this for you?


Thanks,
Anna

Hi Anna,

I pm'd you as requested with account information and have had no followup, I PM's you again to ask the question and still no follow up....  can you advise / comment ?

Thanks

Eddie

 

eir: Anna

eddie wrote: »

eir: Anna wrote: »

Hi eddie,


Thanks for getting in touch and I am very sorry to hear of your experiences to date.


Can you please PM me your account number and full anme and I will look into this for you?


Thanks,
Anna

Hi Anna,

I pm'd you as requested with account information and have had no followup, I PM's you again to ask the question and still no follow up....  can you advise / comment ?

Thanks

Eddie

 

Hi Eddie,

Thanks for getting in touch.

I have checked my PM's and unfortunately, I have not received yours. 

Can you please PM me your account details again?

Thank you so much, 
Anna.

JoeT1000

cesaro wrote: »

Just wondering has anyone here had a positive experience dealing with eir as for the last 7 months I have been lied too and fobbed off with ever extending completion dates. Really getting fed up talking to customer care who are equally in the dark about my case as I am.

Can't start new post so sorry about posting here,

Eir do not allow their customers in rural areas to access StudyHub

eir: Adam

Hi JoeT1000, 


Thanks for getting in touch. 

I can see you have created a new thread. I'll continue to respond on that one.

Thanks

Adam 

toffeeman918

cesaro wrote: »

Just wondering has anyone here had a positive experience dealing with eir as for the last 7 months I have been lied too and fobbed off with ever extending completion dates. Really getting fed up talking to customer care who are equally in the dark about my case as I am.

no i have definitely not had a positive experience with eir, multiple router problems plus couldn't port my mobile number out because they were holding on to it, customer care team always in the dark, i am now paying the early cancellation charges just to get away from them