Has anyone here had as bad an experience as I have had with Eir?

Mechatronical

I have had a really bad experience with Eircom, worst customer service and maintenance I have ever seen. Got Eir (Eircom) 15-16 months ago, took them a few weeks and 3 attempts to setup my connection. Once I got the connection sorted I tested the speed of my connection and the results are that my download speed = 0.4 mpbs and upload speed = 0.08 mpbs, pathetic. I am paying 45 euro for this privelege that is so bad a service that the majority of the time my router is plugged out ( and I just have to use 3G on my phone). On top of this they roped me into a new 18 month contract in June (because they threatened me with a cancelation fee of over 400 euro and that e-fibre would be in my area in a matter of months!) when I threatened to leave them with the promise of a 35 euro a month rate and E-fibre by September. I have asked about E-fibre numerous times and was promised it last February, called in April and asked to check again in June, contacted them again by the end of July and the Customer Service agent promised it by September (I have saved these conversations) but when I called the last day they said they could not give me any time frame at all so I dont know why they were quoting me e-fibre by September!!! (apparently when I called them over a year ago they just had to setup the switch for my area and the fibre was already laid, they still had the same excuse when I called them the last day!!). On top of this I was told to write to Eirs technician team to ask when e-fibre would be ready at the start of the year, i did, twice, no response! And lastly to add the cream on this my new 18 month contract at 35 euro a month went back to 45 euro a month last month, when i enquired about this they said the sales team only promised me 3 months of 35 euro and then back to 45 euro. I asked could I hear that conversation and they said their team needed to review it (which takes 3-4 weeks apparently). Its now been over 5 weeks and they were meant to contact me at the latest today (they have never bothered themselves to ever call me even when they said they would!), based on my last conversation with them they are now saying I have to write to them to hear that phone conversation!!! This is a ridiculous company who have no way with customers, are deliberatly awkward and cant even manage to set a connection up first time as well as telling fibs to get people to renew their contracts with them, on top of this ive wasted ovver 50 euro calling them. If I knew Eir were this bad I would have never went with them( you can get a decent bundle for close to what im paying at present and I can barely use my internet!). Its just been an absolutely terrible experience, im paying this company (apparently a reputable) for no service at all and will need to pay a 250 euro cancellation fee to get out of it! Maybe instead of spending 16 million for rebranding they should have put that into their network building and customer service as both have failed me so far. Just an incredibly dissapointing experience! Will Eir do anything to help me here? (I doubt it), will they even call me? (not a chance), will they give me an accurate time-scale of when I will get a service that is worth the fee im paying? (they will say a few months and then when I call up in 3 months will say a few months again!). So sick of this company! I have now made a complaint to the commision for communications regulator but not sure what result I'll get from this, and have been told that the speed Im getting is accepatable by Eir.

ED E

Johnboy1951

http://www.boards.ie/ttforum/1293

Talk to eir on Boards.

Doorcase

I had two years of hell with eir. Here is my and my familys storys.

1. Brother in law moved from rented house to his new build and realised a year after cancelling eircom were still charging his account in rented house. Nearly 1k they owned him. never got a cent.

2. i myself moved from rented house to another and got a move home with my account. realised after 3 months they were charging my account for the old house and the new house. Got it sorted afte 6 months were they gave me credit.

3. then got efiber and switched. they opened a new account for fiber but never transfered the credit from old account. 3 more month getting that sorted.

every time i rang it was like starting with a new company. no record of previous calls .

Now for the worst story..

4. Was in my elderly fathers house when a Eir van landed on street. The guy came in and told him eir were doing a deal. Asked who was currently with. My father said Vodafone and it was 45 a month. Guy said he would match that price and also include international calls. So my father though this was a good deal. He got him to sign a form for 45 a month with eir. Guy thanked him and left. I picked up form when he left and seen that the 65 euro a month box was ticked on form. I raised the alarm and rang eir to comfirm the deal. They confirmed that it was 65 euro for that package. The guy actually asked to look at the vodafone bill do he could match it ! rang to cancel that contract but he had no internet for two weeks between switch.

There was also another person in the room who can conform this act.

If eir payed me to take there broadband i would refuse. A disgrace of a company .

Mechatronical

Thats shocking!

Im going to cancel with them now (even if its going to cost me ~250 euro) as I dont even have my router plugged in anymore the internet is that bad. I even had a customer service person from Eir on these boards named "eir_kitty" who asked me to PM her, which I did but since no reponse.

I do understand what you mean about it like calling a new company everytime and when they say they will call you back they never do. As bad as UPC were I think Eir are on a different level (and I never taught id say that!).

They act like they want to solve your issue but then really dont give a crap, I will persist with the struggle to hear the phone conversation I had with them then cancel afterwards. From their techicians to their customer service team Eir really are the most useless shower I have ever come across and I'll be happy to see the back of them!

9726_9726

Doorcase wrote: »

1. Brother in law moved from rented house to his new build and realised a year after cancelling eircom were still charging his account in rented house. Nearly 1k they owned him. never got a cent.

2. i myself moved from rented house to another and got a move home with my account. realised after 3 months they were charging my account for the old house and the new house. Got it sorted afte 6 months were they gave me credit.

This seems to be their modus operandi. I wonder how much they make out of people who run out of steam complaining? Where I work uses eFibre as a backup line. We requested a move and they did the same thing.... gave them > 30 days notice of the move and they still hadn't installed until 2 months AFTER we moved offices. Thankfully we weren't depending on them for connectivity.

Two months in, our accounts payable copped that we were being charged for both premises. Took days of hellish 45-60 minute phone calls to get it sorted.

degsie

Mechatronical wrote: »

Thats shocking!

Im going to cancel with them now (even if its going to cost me ~250 euro) as I dont even have my router plugged in anymore the internet is that bad. I even had a customer service person from Eir on these boards named "eir_kitty" who asked me to PM her, which I did but since no reponse.

I do understand what you mean about it like calling a new company everytime and when they say they will call you back they never do. As bad as UPC were I think Eir are on a different level (and I never taught id say that!).

They act like they want to solve your issue but then really dont give a crap, I will persist with the struggle to hear the phone conversation I had with them then cancel afterwards. From their techicians to their customer service team Eir really are the most useless shower I have ever come across and I'll be happy to see the back of them!

Removing that HUGE chip on your shoulder should also help you to walk straight

mass_debater

Eir is a private company. They have no obligation to bring you better broadband and there are no other companies queuing up to do so. If you want better broadband right away maybe you should move.

jca

They pulled a sneaky one on me. I got efibre in December 2013 which worked flawlessly to be fair, it was an 18 month contract which I was perfectly fine with. In June 2014 they rang me saying I had been selected for a 6 months free trial of evision, curiosity got the better of me and I said I'd give it a go. It worked fine for me but I cancelled it after 4 months as it wasn't being used. In June 2015 is was going to go to VF BB only as eir was becoming expensive, only then did I find that they'd put me on another new 18 month contract when I'd gotten the "free" trial of evision. Luckily when yet another round of price increases came around I availed of the escape clause and joined VF 6 months ago for €40 pm BB only.

Mechatronical

degsie wrote: »

Mechatronical wrote: »

Thats shocking!

Im going to cancel with them now (even if its going to cost me ~250 euro) as I dont even have my router plugged in anymore the internet is that bad. I even had a customer service person from Eir on these boards named "eir_kitty" who asked me to PM her, which I did but since no reponse.

I do understand what you mean about it like calling a new company everytime and when they say they will call you back they never do. As bad as UPC were I think Eir are on a different level (and I never taught id say that!).

They act like they want to solve your issue but then really dont give a crap, I will persist with the struggle to hear the phone conversation I had with them then cancel afterwards. From their techicians to their customer service team Eir really are the most useless shower I have ever come across and I'll be happy to see the back of them!

Removing that HUGE chip on your shoulder should also help you to walk straight

Thanks for your concern for my health, no chip on my shoulder, just think Eir should be taking care of their customers and not messing people around. I obviously hit a nerve with you and your obvious affection for Eir/UPC.

Mechatronical

mass_debater wrote: »

Eir is a private company. They have no obligation to bring you better broadband and there are no other companies queuing up to do so. If you want better broadband right away maybe you should move.

Yes I know this, I cant really move seeing that I own the house. But just based on my experiences with Eir setting up a connection both in the west and in Dublin, my experience with them had been uniformly bad. Its not just the speed of their broadband I have issue with, its the way they treat their customers.

bk

degsie wrote: »

Removing that HUGE chip on your shoulder should also help you to walk straight

MOD: Remember the first rule of boards, attack the post, not the poster!

IamtheWalrus

Yes, dreadful experience from faulty lines to having the service cut off for no apparent reason.