MyEir Registration Problems for Eir Mobile Prepay

PAKNET

Hi guys

I ported in to Eir prepay last week.

I tried to register my number on MyEir with my e-mail but it tells me:
Email already registered to an account
Would you like to add this product/service to your existing account?
Login below and click on Add new account.

So I log into the account, after resetting my password, and I can put in my e-mail and password.

The URL in the browser changes to "my.eir.ie/mobile/#/dashboard?b=3" and I just see an indefinite "Loading..." screen.

I get onto Live Chat and they tell me "Oh, you can only have one number assigned to an e-mail address", and that the number already assigned to that e-mail is for a mobile broadband SIM I have. Leaving aside the fact this is not what the previous message suggests ("Would you like to add this product/service to your existing account?"), their resolution is to use another e-mail address.

So I try that, I appear to register successfully, it sends me the "Complete your registration" e-mail, I click the link to log in within that e-mail and get
An error occurred...
Unfortunately we couldn't confirm your profile. Please try again


And if I try to log in with the e-mail address at my.eir.ie, it tells me
Unknown email address
We don't recognise the email you entered. Please check and try again.


Live Chat believe there is an issue - fair enough - so they log a ticket on Monday and tell me try again in 24-hours.
Yesterday, I try the above again, and exact same as before.

I contact live chat again. I have to run through the entire process again only for the agent to determine there is an issue and that it will be fixed in 24-hours...


This morning, 48-hours later, the issue remains.

Is there anything you guys might be able to do from your end that might be able to kick this in to action?
As live chat just keeping telling me to wait 24 hours but clearly whatever is supposed to happen within that 24 hours isn't happening...

Thanks in advance.

eir: Thomas

PAKNET wrote: »

Hi guys

I ported in to Eir prepay last week.

I tried to register my number on MyEir with my e-mail but it tells me:
Email already registered to an account
Would you like to add this product/service to your existing account?
Login below and click on Add new account.

So I log into the account, after resetting my password, and I can put in my e-mail and password.

The URL in the browser changes to "my.eir.ie/mobile/#/dashboard?b=3" and I just see an indefinite "Loading..." screen.

I get onto Live Chat and they tell me "Oh, you can only have one number assigned to an e-mail address", and that the number already assigned to that e-mail is for a mobile broadband SIM I have. Leaving aside the fact this is not what the previous message suggests ("Would you like to add this product/service to your existing account?"), their resolution is to use another e-mail address.

So I try that, I appear to register successfully, it sends me the "Complete your registration" e-mail, I click the link to log in within that e-mail and get
An error occurred...
Unfortunately we couldn't confirm your profile. Please try again


And if I try to log in with the e-mail address at my.eir.ie, it tells me
Unknown email address
We don't recognise the email you entered. Please check and try again.


Live Chat believe there is an issue - fair enough - so they log a ticket on Monday and tell me try again in 24-hours.
Yesterday, I try the above again, and exact same as before.

I contact live chat again. I have to run through the entire process again only for the agent to determine there is an issue and that it will be fixed in 24-hours...


This morning, 48-hours later, the issue remains.

Is there anything you guys might be able to do from your end that might be able to kick this in to action?
As live chat just keeping telling me to wait 24 hours but clearly whatever is supposed to happen within that 24 hours isn't happening...

Thanks in advance.

Hi PAKNET ,

I'm very sorry to hear about the issues you've been having and I apologise for any inconvenience caused. 

Please feel free to PM me your full name and account number, I would be happy to look into this for you.

Thanks 

Thomas

PAKNET

PM sent.
Thanks.

eir: Thomas

PAKNET wrote: »

PM sent.
Thanks.

I have received your PM, I will reply to you shortly.

Thanks

Thomas

PAKNET

Hi

Just wondering if there is any update?

eir: Thomas

PAKNET wrote: »

Hi

Just wondering if there is any update?

Hi PAKNET ,

I have responded privately to your PM.

Thanks

Thomas

RoYoBo

I am having the same problem as PAKNET.  I have changed my email address and followed umpteen times to try and register my details for my new SIM card - to no avail.  When I press Submit, it just hangs there and does nothing.  I also have a broadband account, which is now separated from the SIM account with a different address.

Can you post the solution here for all to see?

PAKNET

RoYoBo wrote: »

I am having the same problem as PAKNET.  I have changed my email address and followed umpteen times to try and register my details for my new SIM card - to no avail.  When I press Submit, it just hangs there and does nothing.  I also have a broadband account, which is now separated from the SIM account with a different address.

Can you post the solution here for all to see?

The solution for me was to basically ring 1901 - but as I'm a prepay mobile only customer that doesn't apply.

Live chat just roll out "Wait 24 hours" - I've been told that 5 times counting now.

No disrespect to the guys here but I'm starting to remember why I haven't been an Eir/Eircom customer for some time...

eir: Thomas

PAKNET wrote: »

RoYoBo wrote: »

I am having the same problem as PAKNET.  I have changed my email address and followed umpteen times to try and register my details for my new SIM card - to no avail.  When I press Submit, it just hangs there and does nothing.  I also have a broadband account, which is now separated from the SIM account with a different address.

Can you post the solution here for all to see?

The solution for me was to basically ring 1901 - but as I'm a prepay mobile only customer that doesn't apply.

Live chat just roll out "Wait 24 hours" - I've been told that 5 times counting now.

No disrespect to the guys here but I'm starting to remember why I haven't been an Eir/Eircom customer for some time...

I'm very sorry that this cannot be investigated further through this channel.

You will need to contact our customer care team on 1747 to have this looked into further.

Thanks

Thomas

RoYoBo

eir: Thomas wrote: »

PAKNET wrote: »

RoYoBo wrote: »

I am having the same problem as PAKNET.  I have changed my email address and followed umpteen times to try and register my details for my new SIM card - to no avail.  When I press Submit, it just hangs there and does nothing.  I also have a broadband account, which is now separated from the SIM account with a different address.

Can you post the solution here for all to see?

The solution for me was to basically ring 1901 - but as I'm a prepay mobile only customer that doesn't apply.

Live chat just roll out "Wait 24 hours" - I've been told that 5 times counting now.

No disrespect to the guys here but I'm starting to remember why I haven't been an Eir/Eircom customer for some time...

I'm very sorry that this cannot be investigated further through this channel.

You will need to contact our customer care team on 1747 to have this looked into further.

Thanks

Thomas

Having spent many unproductive hours (literally) ringing customer 'care' when trying to get my broadband sorted last year, I'm afraid I'll just have to pass on this and get another sim elsewhere.  It really shouldn't be this hard to register basic details for a sim card online!

PAKNET

RoYoBo wrote: »

eir: Thomas wrote: »

PAKNET wrote: »

RoYoBo wrote: »

I am having the same problem as PAKNET.  I have changed my email address and followed umpteen times to try and register my details for my new SIM card - to no avail.  When I press Submit, it just hangs there and does nothing.  I also have a broadband account, which is now separated from the SIM account with a different address.

Can you post the solution here for all to see?

The solution for me was to basically ring 1901 - but as I'm a prepay mobile only customer that doesn't apply.

Live chat just roll out "Wait 24 hours" - I've been told that 5 times counting now.

No disrespect to the guys here but I'm starting to remember why I haven't been an Eir/Eircom customer for some time...

I'm very sorry that this cannot be investigated further through this channel.

You will need to contact our customer care team on 1747 to have this looked into further.

Thanks

Thomas

Having spent many unproductive hours (literally) ringing customer 'care' when trying to get my broadband sorted last year, I'm afraid I'll just have to pass on this and get another sim elsewhere.  It really shouldn't be this hard to register basic details for a sim card online!

Reckon I'll be moving on once the month is up as well.

Been through Eircom's customer care processes before - not an experience I am willing to repeat.

And it seems that nothing has changed despite the rebrand.

eir: Thomas

PAKNET wrote: »

RoYoBo wrote: »

eir: Thomas wrote: »

PAKNET wrote: »

RoYoBo wrote: »

I am having the same problem as PAKNET.  I have changed my email address and followed umpteen times to try and register my details for my new SIM card - to no avail.  When I press Submit, it just hangs there and does nothing.  I also have a broadband account, which is now separated from the SIM account with a different address.

Can you post the solution here for all to see?

The solution for me was to basically ring 1901 - but as I'm a prepay mobile only customer that doesn't apply.

Live chat just roll out "Wait 24 hours" - I've been told that 5 times counting now.

No disrespect to the guys here but I'm starting to remember why I haven't been an Eir/Eircom customer for some time...

I'm very sorry that this cannot be investigated further through this channel.

You will need to contact our customer care team on 1747 to have this looked into further.

Thanks

Thomas

Having spent many unproductive hours (literally) ringing customer 'care' when trying to get my broadband sorted last year, I'm afraid I'll just have to pass on this and get another sim elsewhere.  It really shouldn't be this hard to register basic details for a sim card online!

Reckon I'll be moving on once the month is up as well.

Been through Eircom's customer care processes before - not an experience I am willing to repeat.

And it seems that nothing has changed despite the rebrand.

I completely understand your frustrations at this time.

Thanks

Thomas

PAKNET

For what it is worth I see that I am not alone:
https://community.eir.ie/my-eir-my-app-306/can-t-logon-to-my-eir-297512

PAKNET

So all those tickets the tech team had been given to look into the issue - they were just closed.

No fix implemented. Just closed.

Wonderful customer service there.

eir: Tracey

PAKNET wrote: »

So all those tickets the tech team had been given to look into the issue - they were just closed.

No fix implemented. Just closed.

Wonderful customer service there.

Hi PAKNET, 

I'm very sorry to hear about the ongoing issues you are having. 

I'm afraid Thomas is not in today. Feel free to PM me your account details, full name on the account and I'll have a look into this for you. 

Thanks

Tracey 

PAKNET

Hi Tracey

I will send on my details to you by PM.

For reference, you are the 12th person in Eir support to have dealt with this issue to date

Thanks.

eir: Tony

PAKNET wrote: »

Hi Tracey

I will send on my details to you by PM.

For reference, you are the 12th person in Eir support to have dealt with this issue to date

Thanks.

Hi PAKNET
I can see that Thomas has registered you for myeir but that your account is still not active. I can also see that on previous contact with our chat team they had been advised by tech support that you should try to clear cache and cookies then try link again. If you do not receive link or continue to have this issue could you offer an alternative mail address so we can try this again? I have replied to PM also. 
Thanks
Tony

eir: Tony

RoYoBo wrote: »

eir: Thomas wrote: »

PAKNET wrote: »

RoYoBo wrote: »

I am having the same problem as PAKNET.  I have changed my email address and followed umpteen times to try and register my details for my new SIM card - to no avail.  When I press Submit, it just hangs there and does nothing.  I also have a broadband account, which is now separated from the SIM account with a different address.

Can you post the solution here for all to see?

The solution for me was to basically ring 1901 - but as I'm a prepay mobile only customer that doesn't apply.

Live chat just roll out "Wait 24 hours" - I've been told that 5 times counting now.

No disrespect to the guys here but I'm starting to remember why I haven't been an Eir/Eircom customer for some time...

I'm very sorry that this cannot be investigated further through this channel.

You will need to contact our customer care team on 1747 to have this looked into further.

Thanks

Thomas

Having spent many unproductive hours (literally) ringing customer 'care' when trying to get my broadband sorted last year, I'm afraid I'll just have to pass on this and get another sim elsewhere.  It really shouldn't be this hard to register basic details for a sim card online!

Hi RoYoBo
Could you send on your details in PM also and we can look into this for you here. 
Tony

PAKNET

eir: Tony wrote: »

PAKNET wrote: »

Hi Tracey

I will send on my details to you by PM.

For reference, you are the 12th person in Eir support to have dealt with this issue to date

Thanks.

Hi PAKNET
I can see that Thomas has registered you for myeir but that your account is still not active. I can also see that on previous contact with our chat team they had been advised by tech support that you should try to clear cache and cookies then try link again. If you do not receive link or continue to have this issue could you offer an alternative mail address so we can try this again? I have replied to PM also. 
Thanks
Tony

Thanks Tony

I am getting the confirmation link to my e-mail - that's fine.

Problem is when I click the link, it redirects me to the Eir website, and I see an initially promising message
"Confirming your profile..."

but after 5 seconds or so the message changes to
"An error occurred...
Unfortunately we couldn't confirm your profile. Please try again."

Have tried multiple different e-mail accounts across multiple providers - Outlook.com, Gmail.com and a company e-mail - same.

Have tried multiple browsers on multiple computers - same.

PAKNET

Any update?

RoYoBo

I've given up PAKNET.  I finally got through to webchat a few days ago and went through a whole bunch of scenarios only to be told in the end that I had the wrong type of sim (?) sent to me (by Eir) - on foot of a correct order by me.  

I tried to order another sim via the link I was given by the CS agent and the whirlygig kept on revolving, not allowing me to complete the order.  I tried at several different times and other browsers - same result.  Changed email address too.  I also deleted the original sim link to my Eir broadband account online - made no difference.  

Webchat suggested going to an Eir shop - nearest one is 17 miles away!

Enough already - staying with Vodafone now.  

PAKNET

RoYoBo wrote: »

I've given up PAKNET.  I finally got through to webchat a few days ago and went through a whole bunch of scenarios only to be told in the end that I had the wrong type of sim (?) sent to me (by Eir) - on foot of a correct order by me.  

I tried to order another sim via the link I was given by the CS agent and the whirlygig kept on revolving, not allowing me to complete the order.  I tried at several different times and other browsers - same result.  Changed email address too.  I also deleted the original sim link to my Eir broadband account online - made no difference.  

Webchat suggested going to an Eir shop - nearest one is 17 miles away!

Enough already - staying with Vodafone now.  

My top-up is out on the 28th so either it's sorted before then or I'm off to another network - not that I found Vodafone much better prior which is why I moved! (They've stopped supplying SureSignal and Vodafone coverage is not good where I live)

Eir mobile Phone-based support is a joke to actually get speaking to someone - there's quite literally no option to talk directly to anyone in customer support, other than pressing the option for Sales. 

Livechat I'm wondering is it just some sort of robotic keyword based response engine because it spurns out the same scripted responses every time I "chat" and insists I go through the same troubleshooting steps I've gone through numerous times previous before the ol' get-out-of-jail "Logged with the techteam, wait 24 hours and it will be fixed".
And even though it asks when starting the chatting are you an Eir customer or Eir mobile only, I end up being connected to someone who asks me for my Eir account number only to advise that as I am mobile only I need to be put through to Eir mobile support!

PAKNET

Well, it seems whoever I spoke to on the phone the other day knew what he was at, didn't catch the name unfortunately.

Problem finally resolved, 3 weeks and 14+ different agents later.

It'd be comical if it wasn't so bloody frustrating.

eir: Thomas

PAKNET wrote: »

Well, it seems whoever I spoke to on the phone the other day knew what he was at, didn't catch the name unfortunately.

Problem finally resolved, 3 weeks and 14+ different agents later.

It'd be comical if it wasn't so bloody frustrating.

Hi PAKNET ,

I'm glad to hear you've had your issue resolved.

Once again, apologies for any inconvenience caused.

Thanks

Thomas

jacob2

wen u buy a new pay as u go sim card u are asked for your name and address is for it to be registered even if u don.t want it registered as u don t get any thing extra for it like other networks as u are not its been told its registered ?