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

Gonzo

Peppa Cig wrote: »

Sleeper12 wrote: »

I thought op was?

I have.

Ordinary family, Netflix, YouTube, PS4 etc.

Having to watch usuage on my eir for first time ever but as stated above thats not aligned with billing cycle etc.

Great product. Terrible service from Eir.

same situation here. I have FTTH from Eir and love the product but for the first time in 14+ year's I have to log in several times a day to 'myeir' for a rough estimate on how much i'm downloading. I underuse my FTTH incase I calculate the billing cycle allowance wrongly as I simply cannot afford to pay excess charges. 

raydator

Let's get sharing!  

Eir, increase/remove fair usage cap on FTTH packages,
to Tracy Kennedy, Director, Customer Operations at eir Ireland

https://www.change.org/p/tracy-kennedy-eir-ie-eir-increase-remove-fair-usage-cap-on-ftth-packages?recruiter=60375453&utm_source=share_petition&utm_medium=copylink&utm_campaign=share_petition

R.F.

raydator wrote: »

Let's get sharing!  

Eir, increase/remove fair usage cap on FTTH packages,
to Tracy Kennedy, Director, Customer Operations at eir Ireland

https://www.change.org/p/tracy-kennedy-eir-ie-eir-increase-remove-fair-usage-cap-on-ftth-packages?recruiter=60375453&utm_source=share_petition&utm_medium=copylink&utm_campaign=share_petition

Signed

I take it you couldnt amend to just include all their fibre packages? Mine is standard fibre unlimited and still having the same issue

Dcully

Signed too, although its not just FFTH that this affects.
Im on 100mb efibre and although i only use about 50% of the 1TB allowance it is advertised as unlimited.
Id consider myself a light user with only netflix on two screens and the odd game patch, i dont download anything else yet i still creep above 50% of the 1TB.
Considering netflix is only used a few hours in the evenings i could easily eat into this paltry 1TB if i wasnt careful.

raydator

Hi. I have amended the petition to include all fibre broadband packages. :)

chris_ie

Its a bit ridiculous that this whole "unlimited" rubbish is still going on. It should have been nipped in the bud from the very start. Unlimited should mean unlimited, none of this fair use policy crap. FUP = limit. They shouldn't be allowed advertised one thing one place but negate it in the small print.

RyGaR

This was for Month of August....all other months was 45....

Summary of current charges eir bundle 87.00 Plans and add ons 0.00 Service charges -4.78 Usage charges 100.00 Other charges -0.01 Total charges for this period 182.21

raydator

RyGaR wrote: »

This was for Month of August....all other months was 45....

Summary of current charges eir bundle 87.00 Plans and add ons 0.00 Service charges -4.78 Usage charges 100.00 Other charges -0.01 Total charges for this period 182.21

That's not good mate. 

It would seem almost every is getting hit with this charge.... Eir is laughing at us!

raydator

@eir: Adam, This is stupid.  You guys need to sort something out!

Tzardine

I love Eir's use of the word "absolutely"

How can they advertise their broadband as "absolutely unlimited" with a straight face when there is a limit in place.

Do they give a **** ? They "absolutely" do.

jimmycrackcorm

RyGaR wrote:

Summary of current charges eir bundle 87.00 Plans and add ons 0.00 Service charges -4.78 Usage charges 100.00 Other charges -0.01 Total charges for this period 182.21

That would be worth highlighting to the media. Though you'd have to find a newspaper that doesn't take Eirs advertising dollar...

jspuds

Can't see how they can expect to get away with it, this is straight from their website

The small print
Free connection
FREE Connection for all new eir customers until 01 January 2017.

• If your home previously had an eir home phone line, all line work is in place and you wish to reconnect the connection charge will be FREE (worth €24.00).
• If your home has never had an eir phone line but all line work is in place, the connection charge will be FREE (worth €49.99).
• If your home has never had an eir phone line, or all line work is not in place, the connection charge will be FREE (worth €121.93).
  

[*]
Unlimited broadband
Unlimited broadband means you and your whole family can shop, stream and download as much as you like and not worry about exceeding a usage limit. Subject to a fair usage cap, don’t worry the usage cap will cover even the largest family.

deceit

Why not just stop the direct debit and stop using the service.
Let them try come after you and see what happens when you offer to bring it to court?
I did this with the unlimited term and they backed off and cancelled my contract when I found out it wasn't unlimited. I moved to UPC and never had an issue since. It would be much quicker to get them to back off with this one.
They would be afraid of bringing something like this to court as they know they would lose and couldn't scam anyone else with this racket.

raydator

Well, they are going to continue to rip customers off as they can get away with it.

cherryghost

400g in 9 days for me. Bad times

raydator

cherryghost wrote: »

400g in 9 days for me. Bad times

I only had my service installed 3 weeks ago.... And already I need to look at ways to reduce my normal daily usage down.. 

Icyseanfitz

same here lads, on a 1Gb ftth package, first bill in the door had an excess charge of 40 euro for going 50gigs over 1Tb. Took an eternity to finally get it installed, love the product and the speed, but this 1Tb Fup is just ridiculous for such a high speed connection. Anyone looking for that kind of bandwidth is obviously using quite a bit of data every month ffs

cornet

Took a look at the actual contract I signed when the eir salespeople came to my house. Under "Terms and Contidions" it states "a fair usage policy applies to eir Fibre Extreme". It does not define the FUP in the contract or refer to the website for further info.

There is also a customer checklist with 16 points which had to be signed. Not one of the points refers to a FUP.

When we were sold the "Talk Unlimited" package we were told that all we have to do is hang-up at 59 mins to avoid a charge. There is no mention of a limit in the contract. Now I see a limit on the myeir app.

Tenigate

Icyseanfitz wrote: »

same here lads, on a 1Gb ftth package, first bill in the door had an excess charge of 40 euro for going 50gigs over 1Tb. Took an eternity to finally get it installed, love the product and the speed, but this 1Tb Fup is just ridiculous for such a high speed connection. Anyone looking for that kind of bandwidth is obviously using quite a bit of data every month ffs

So €50 for 1000gig, and then you go over by 50gig and they charge you €40. That's outrageous. 

johndoe99

i'm sure Eir they did some research into a standard house, with Netflix, Online TV, Gaming etc, and saw that a months usage would exceed 1TB in most cases.  It a money making racket in the end.

pjohnson

johndoe99 wrote: »

It a money making racket in the end.

Imagine the money they could make if they cut out the scams and tried to provide a actual service!

MOH

Are those dashboard stats showing people's current usage, complete with Product Allowance: Unlimited coming directly from Eir?
I'd imagine if one of these cases ever went to court they'd face question over the fact that not only is the product blatantly misadvertised, but even the means Eir provides for customers to monitor their usage and avoid going over any cap reassures them that their allowance is unlimited. Hard to see that as anything other than outright fraud.

Peppa Cig

Tenigate wrote: »

So €50 for 1000gig, and then you go over by 50gig and they charge you €40. That's outrageous. 

They can charge up to
€100.

It's €2.50 per 10GB excess charge if I'm not mistaken upto €100.

So your €50 per "absolutely no limits" package can become €150 when your not careful and normal family household and go mad and have audacity to Netflix seasons in ultra 4K, using YouTube, downloading PS4 updates/games etc i.e the intended purpose of product.

Great product. Eir service absolutely diabolical.

Will be switching to Digiweb asap for better customer service (and appreciation).

JAMCAR

Digiwed 350GB
Excess usage

Unlimited Data: Digiweb operates an uncongested network and 350GB on this plan is considered fair use in any 30 day period prior to the 1st of the month. We do not throttle or cap service, however, if a customer exceeds the stated fair usage allowance for data on more than 2 occasions in any 90 day period, then Digiweb reserve the right to terminate or suspend the customer’s service. Digiweb will proactively contact customers in advance of any suspension or termination of service.

Svetti Arss

[font=arial, sans-serif]A friend of mine was charged over €70 excess on the first bill and of course by that stage the cooling of period had expired so they stuck in contract.  [/font]

[font=arial, sans-serif]Eir also told him they could not send him alerts when approaching the usage limit nor provide him with any up to date method to determine current usage apart from calling the call centre. [/font]

[font=arial, sans-serif]Someone from Eir needs to look up the definition of *absolutely[/font]

[font=arial, sans-serif]*"with no qualification, restriction, or limitation; totally"[/font]


[font=arial, sans-serif]This is blatant deceit.  I would not bother with a petition.  Just stop paying and let them take[/font][font=arial, sans-serif] you to court.  [/font]

PAKNET

JAMCAR wrote: »

Digiwed 350GB
Excess usage

Unlimited Data: Digiweb operates an uncongested network and 350GB on this plan is considered fair use in any 30 day period prior to the 1st of the month. We do not throttle or cap service, however, if a customer exceeds the stated fair usage allowance for data on more than 2 occasions in any 90 day period, then Digiweb reserve the right to terminate or suspend the customer’s service. Digiweb will proactively contact customers in advance of any suspension or termination of service.

Digiweb's fair use action is basically an "Ah now" verbal telling off. 

Truth be told I have pushed close to 1TB on two or three occasions on the FTTC product. 

On the FTTH product the FUP is actually 1TB, not 350GB.

While this still may bend the rules on the meaning of the word "Unlimited" it is in stark contrast to Eir's policy of there actually being a defined limit, above which you start paying overage. 

Peppa Cig

Checking my data usuage daily via MyEir. Yesterday was c.300GB. This morning it has jumped to 750GB overnight - wtf!! Billing cycle doesn't end until 26th month.

Nothing downloading overnight. Only thing changed is MyEir showing bill due for payment yesterday and showing as paid today.

MyEir data counter automatically resets on 1st month (not in line with billing cycle).

R.F.

my data usage seems all over the shop

yesterday apparently we used no internet at all. Ive been checking the graph often and it has not moved up at all since this time yesterday 

raydator

eir: Adam wrote: »

raydator wrote: »

eir: Adam wrote: »

raydator wrote: »

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.

Sorry I can't give you more information here, Ray. If you go onto our website, you can see that our usage policy is stated on our main page for broadband as well as in the terms and conditions.

https://www.eir.ie/broadband/

If you scroll to the bottom of this page and click on 'Products explained - broadband & phone' you should be able to see where this is outlined.

- Adam

Let break this down from the link you provided!.

See highlighted.


Now, "scroll to the bottom of this page and click on 'Products explained"

Unlimited broadband means you and your whole family can shop, stream and download as much as you like and not worry about exceeding a usage limit. Subject to a fair usage cap, don’t worry the usage cap will cover even the largest family.

"as much as you like and not worry about exceeding a usage limit" But yet the very next line Subject to a fair usage cap!. 

What formula did you use to calculate the cap to cover even the "largest family"

Where customer usage exceeds the specified monthly download/upload limit appropriate to the customer's chosen level, the company reserves the right to charge the customer for the excess use or to request the customer to select a more appropriate level. In the event of a customer refusing or neglecting to select an appropriate level, eir may upon due notice terminate the provision of the facility to the customer. 


OK, so what are the more appropriate levels?

A more appropriate level for the 1000MB Extreme has to be greater than 1TB for my current/projected usage.

So what more appropriate levels can I select from?

I'm afraid there are no more levels of broadband allowance available to you as you are receiving our maximum broadband allowance.

This is in place for customers who are availing of our 30GB broadband plan. This plan is not available to order anymore, however, some customers are still on this package from when it was available.  All of the plans that are available to order now have a 1TB usage limit. 

- Adam

Adam,

How can you tell customers "as much as you like and not worry about exceeding a usage limit", when clearly customers are worried? 
I am worried and many of the posters here are worried!

eir: Adam

raydator wrote: »

eir: Adam wrote: »

raydator wrote: »

eir: Adam wrote: »

raydator wrote: »

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.

Sorry I can't give you more information here, Ray. If you go onto our website, you can see that our usage policy is stated on our main page for broadband as well as in the terms and conditions.

https://www.eir.ie/broadband/

If you scroll to the bottom of this page and click on 'Products explained - broadband & phone' you should be able to see where this is outlined.

- Adam

Let break this down from the link you provided!.

See highlighted.


Now, "scroll to the bottom of this page and click on 'Products explained"

Unlimited broadband means you and your whole family can shop, stream and download as much as you like and not worry about exceeding a usage limit. Subject to a fair usage cap, don’t worry the usage cap will cover even the largest family.

"as much as you like and not worry about exceeding a usage limit" But yet the very next line Subject to a fair usage cap!. 

What formula did you use to calculate the cap to cover even the "largest family"

Where customer usage exceeds the specified monthly download/upload limit appropriate to the customer's chosen level, the company reserves the right to charge the customer for the excess use or to request the customer to select a more appropriate level. In the event of a customer refusing or neglecting to select an appropriate level, eir may upon due notice terminate the provision of the facility to the customer. 


OK, so what are the more appropriate levels?

A more appropriate level for the 1000MB Extreme has to be greater than 1TB for my current/projected usage.

So what more appropriate levels can I select from?

I'm afraid there are no more levels of broadband allowance available to you as you are receiving our maximum broadband allowance.

This is in place for customers who are availing of our 30GB broadband plan. This plan is not available to order anymore, however, some customers are still on this package from when it was available.  All of the plans that are available to order now have a 1TB usage limit. 

- Adam

Adam,

How can you tell customers "as much as you like and not worry about exceeding a usage limit", when clearly customers are worried? 
I am worried and many of the posters here are worried!

Hi Ray,

The reason that this wording is used on our website is that the majority of our customers do not exceed our fair usage limit.

- Adam