@ eir reps - FUP and caps

ninja 12

Hi Eir reps ,

As a long standing customer I ( and other long standing customers ) have just learned that caps will not apply to new Fibre customers but existing customers will be screwed if they go over the allowance .

I have a few questions for you -


1 , Can an existing customer change to one of the unlimited plans (with no cap ) ? ( my contract is only two months old )

2, Will the cap be removed for existing customers ? If not , why not ?



3, How accurate is the download meter ?


4, The download stats reset at the start of the month but my billing cycle starts in the middle of the month . Which date does the download allowance go by ?


5, If the download allowance resets at the billing date how can the cap be legally enforced if there is no way of tracking your usage ?

Thanks , 

An unhappy customer of many years .

eir: Kyle

ninja 12 wrote: »

Hi Eir reps ,

As a long standing customer I ( and other long standing customers ) have just learned that caps will not apply to new Fibre customers but existing customers will be screwed if they go over the allowance .

I have a few questions for you -


1 , Can an existing customer change to one of the unlimited plans (with no cap ) ? ( my contract is only two months old )

2, Will the cap be removed for existing customers ? If not , why not ?



3, How accurate is the download meter ?


4, The download stats reset at the start of the month but my billing cycle starts in the middle of the month . Which date does the download allowance go by ?


5, If the download allowance resets at the billing date how can the cap be legally enforced if there is no way of tracking your usage ?

Thanks , 

An unhappy customer of many years .

Hi there ninja 12

Thank you for getting in touch with us here.

As our plans are always subject to change and would not have all the answers to your questions but I will send all your questions onto the relevant team and get back to you once I get a response.

-Kyle

ninja 12

@eir reps,

Any answers yet ?

ninja 12

Anybody from eir able to answer my questions yet ?

eir: Thomas

ninja 12 wrote: »

Anybody from eir able to answer my questions yet ?

Hi ninja 12 ,

This has been forwarded on to the relevant department and we are awaiting an update from them, I'm sorry for the delay.

Thanks

Thomas

ninja 12

eir: Thomas wrote: »

Hi ninja 12 ,

This has been forwarded on to the relevant department and we are awaiting an update from them, I'm sorry for the delay.

Thanks

Thomas

Thanks

ninja 12

Still waiting for some answers …………………..

eir: Thomas

ninja 12 wrote: »

Still waiting for some answers …………………..

Hi ninja 12,

Sorry for the delay in responding.

I have been advised that there is no cap when recording.

In relation to the recording stopping halfway through, If you send on the details of the time, date and the programme we can have this investigated further. I can confirm there has been no reported outages.

Thanks

Thomas

ninja 12

eir: Thomas wrote: »

ninja 12 wrote: »

Still waiting for some answers …………………..

Hi ninja 12,

Sorry for the delay in responding.

I have been advised that there is no cap when recording.

In relation to the recording stopping halfway through, If you send on the details of the time, date and the programme we can have this investigated further. I can confirm there has been no reported outages.

Thanks

Thomas

I think you're mixing me up with someone else re, recording .

ninja 12

eir: Thomas wrote: »

ninja 12 wrote: »

Still waiting for some answers …………………..

Hi ninja 12,

Sorry for the delay in responding.

I have been advised that there is no cap when recording.

In relation to the recording stopping halfway through, If you send on the details of the time, date and the programme we can have this investigated further. I can confirm there has been no reported outages.

Thanks

Thomas

[font=Verdana,Arial,Helvetica,sans-serif]Still waiting for some answers …………………..[/font]


The reply you gave above about recordings is for someone else .

Tigerandahalf

I would like to get an answer to this as well.
Poor form that existing customers are being treated differently.

eir: Thomas

Tigerandahalf wrote: »

I would like to get an answer to this as well.
Poor form that existing customers are being treated differently.

Hi All,

I'm very sorry about the message that was sent in error.

This is still being investigated and I can assure you I will update you as soon as possible.

Thanks

Thomas

RGB LDN

eir: Thomas wrote: »

Tigerandahalf wrote: »

I would like to get an answer to this as well.
Poor form that existing customers are being treated differently.

Hi All,

I'm very sorry about the message that was sent in error.

This is still being investigated and I can assure you I will update you as soon as possible.

Thanks

Thomas

I hope this "investigating" goes somewhere. The leaflet you's gave me for the old FTTH plans say "absolutely no usage limits".
Ehhh... 1TB is indeed a usage limit. I just wish we as consumers wouldn't have to keep fighting just to be treated right, not lied to & be mis-sold products. How can the word Unlimited have two different meanings to you's? What are eir doing with the money they get from these overages anyway, because they bailed on the nationwide fibre project...

And please don't respond with a generic "We're still looking into this" Thomas. We may be Irish, but the "It'll be grand" approach only works for so long...

ninja 12

RGB LDN wrote: »

eir: Thomas wrote: »

Tigerandahalf wrote: »

I would like to get an answer to this as well.
Poor form that existing customers are being treated differently.

Hi All,

I'm very sorry about the message that was sent in error.

This is still being investigated and I can assure you I will update you as soon as possible.

Thanks

Thomas

I hope this "investigating" goes somewhere. The leaflet you's gave me for the old FTTH plans say "absolutely no usage limits".
Ehhh... 1TB is indeed a usage limit. I just wish we as consumers wouldn't have to keep fighting just to be treated right, not lied to & be mis-sold products. How can the word Unlimited have two different meanings to you's? What are eir doing with the money they get from these overages anyway, because they bailed on the nationwide fibre project...

And please don't respond with a generic "We're still looking into this" Thomas. We may be Irish, but the "It'll be grand" approach only works for so long...

Well ,
I've been waiting for three weeks do far for clarification ,

Don't hold your breath . 

RGB LDN

Any updates? Three weeks for a response is completely unacceptable. 4K Netflix & YouTube over summer can use up to 60GB per day, especially on rainy days... 

RGB LDN

well... any updates?

ninja 12

@ eir reps ,


is there any update ?


Are you waiting on a carrier snail to deliver the response from "the relevant department " ?


Does "the relevant department " even exist within eir ? , or are you hoping customer queries will just fade away and disappear ?


For a supposedly modern communication company I find the lack of proper response pathetic .

:mad:

Dcully

I would like to an answer on this also please, my contract expires in 2 weeks, there is no way im sticking around and be shafted.
Im over 10 years with eir.

MFZ

ninja 12 wrote: »

Hi Eir reps ,

As a long standing customer I ( and other long standing customers ) have just learned that caps will not apply to new Fibre customers but existing customers will be screwed if they go over the allowance .

I have a few questions for you -


1 , Can an existing customer change to one of the unlimited plans (with no cap ) ?

2, Will the cap be removed for existing customers ? If not , why not ?

+1

RGB LDN

Can we please just get a response? This is honestly just rude at this point

RGB LDN

This thread isn't just going to disappear eir... 

ninja 12

Nearly 4 weeks since I first posted .

Still waiting for some simple answers .........

Riva10

Waiting
Uncle Reece Feat Casey J - We Are Waiting - YouTube

Decoda

"4, The download stats reset at the start of the month but my billing cycle starts in the middle of the month . Which date does the download allowance go by ?"


I had the same issue as above and asked Eir to change my billing cycle to match the download reset date so now my bill matches my usage meter i.e they both reset at the start of the month.....I've since heard that they say they can't do this anymore but if they were able to do it for me??? Plus I would be very mindful of them trying to use this as a reason to renew your contract duration....all of this still doesn't excuse the fact that while the usage on the My Eir app shows my running total for the month,beside this figure is the word "unlimited"......yeah...unlimited as long as you don't go above 1TB.


So theres "Unlimited" (actually means < than 1TB) for existing customers and then "We Really Mean Unlimited" for new customers???


D.

ninja 12

Decoda wrote: »

"4, The download stats reset at the start of the month but my billing cycle starts in the middle of the month . Which date does the download allowance go by ?"


I had the same issue as above and asked Eir to change my billing cycle to match the download reset date so now my bill matches my usage meter i.e they both reset at the start of the month.....I've since heard that they say they can't do this anymore but if they were able to do it for me??? Plus I would be very mindful of them trying to use this as a reason to renew your contract duration....all of this still doesn't excuse the fact that while the usage on the My Eir app shows my running total for the month,beside this figure is the word "unlimited"......yeah...unlimited as long as you don't go above 1TB.


So theres "Unlimited" (actually means < than 1TB) for existing customers and then "We Really Mean Unlimited" for new customers???


D.

The usage tracker is often two days behind the actual date as well .


I just looked at mine and it was last updated on the 25th , it's now the 27th .

How can a penalty be legally enforced if a customer has no accurate way of knowing exactly how much data has been used ?

ninja 12

Well ,

Good morning EIR Reps .


Another week is just beginning .


Will this week pass by without any meaningful update or reply to the questions I asked A MONTH AGO ?


I originally posted on July 27th , it's now August 27th and no sign of any reply or update .


Can you at least admit that your company doesn't care about it's customers , and that you will ignore your customer queries ?



Thanks ( not really expecting much of a reply )

RGB LDN

Seriously eir!? This thread isn't just going to disappear; own your shady "fair usage policy" and make this right for us.

Tigerandahalf

I can see why eir senior management are reviewing their customer service agreement with an Indian company. They really need to up their game. I'd like to see all customer service being brought back to Ireland.

tuxy

Tigerandahalf wrote: »

I can see why eir senior management are reviewing their customer service agreement with an Indian company. They really need to up their game. I'd like to see all customer service being brought back to Ireland.

I think you only get the Indian Rep when using the chat online feature. It's Irish reps both here and when you call.
I'm now back with eir again after being with vodafone for years. Last time I was with Eir the reps on here were good and would frequently call me to give updates. Now you get worse service on here than calling direct. The chat online with the Indian office gave me incorrect information recently so I won't be trying that again.

Anyway, can we get an answer to the originally posters questions. Are the questions really so complex that it would take a month to find the answers?

Tigerandahalf

I stopped using the online chat service because it was in India.
Ringing in this age is a dead duck. Who has the time to ring and be on hold for ages.

At least with this online forum you can leave a message and come back to it.

tuxy

Tigerandahalf wrote: »

I stopped using the online chat service because it was in India.
Ringing in this age is a dead duck. Who has the time to ring and be on hold for ages.

At least with this online forum you can leave a message and come back to it.

I'm trying to sort something out now. I just got through to an Indian man, which would be ok except the line quality was not good enough to hold a conversation. This actually happened about a month ago also with the same terrible line quality. Usually it's the Irish office I get but maybe it goes to India when they are busy. I'd rater be told to ring back later than get someone where I can only hear every second word they say. 

billybonkers

AM interested in this also, as said the thread won't die. 

We need clarification

jos22

also interest

Rockin

+1

Dcully

Still nothing from 

eir: Tracey
eir: Sarah
eir: Thomas
eir: Kyle

great job as always guys

ninja 12

And another day begins .

Will this be the day we get some answers ?

We can only hope ......

tuxy

How about another message on how they are looking into it?
That might keep us happy for another month or two.

How high up the chain to they have to go in search of these simple questions?

B-D-P--

Why do boards allow forums to continue when all reps do is say PM me your details and we'll get back to you then ignore?

If i started a new thread asking for a call back to sign up they'd respond.

Well going by this thread that wont be happening! Lost a new customer.

tuxy

Doctor Jimbob wrote: »

Dcully wrote: »

Still nothing from 

eir: Tracey
eir: Sarah
eir: Thomas
eir: Kyle

great job as always guys

I'm convinced they're actually trained to stall people rather than help.

I'm convinced communication between departments is forbidden (funny how communications companies tend to be the worst at communicating)
The reps on her probably have sent the question to a different department but know there is very little chance of receiving an answer.  

Dcully

I actually dont blame te reps themselves, its eir and their damn procedures but who else can we blame?

ninja 12

Doesn't look like there'll be any answers today , despite eir:Tracy replying to other topics today .....



What really pisses me off is that a new neighbour moved in nearby recently and only got fibre installed today .

THEY HAVE NO DOWNLOAD LIMIT , but because I got mine installed in May , I DO .

How can eir justify this to existing customers ???

jos22

ninja 12 wrote: »

Doesn't look like there'll be any answers today , despite eir:Tracy replying to other topics today .....



What really pisses me off is that a new neighbour moved in nearby recently and only got fibre installed today .

THEY HAVE NO DOWNLOAD LIMIT , but because I got mine installed in May , I DO .

How can eir justify this to existing customers ???

and when you view your account online to view your usage it says
Broadband
eir Fibre 545.236 GB / Unlimited. even tho it is limited, same here got efibre installed in may

tuxy

And for me when I go into "View historical usage" it says DSL Stats.
I have a fibre optic line coming into my house, how can I be getting DSL over FTTH?

B-D-P--

All start PMing the reps together until an proper response is gotten...

eir: Tracey

ninja 12 wrote: »

Doesn't look like there'll be any answers today , despite eir:Tracy replying to other topics today .....



What really pisses me off is that a new neighbour moved in nearby recently and only got fibre installed today .

THEY HAVE NO DOWNLOAD LIMIT , but because I got mine installed in May , I DO .

How can eir justify this to existing customers ???

Hi all, 

I understand your frustrations here and I'm sorry it's taking us so long to come back to you all with a response, however, I am still waiting on a clear response and answer to all the questions you have asked. 

This is being investigated and as soon as I have this, I will come back to you all. 

Apologies for the long delays incurred. 

Thanks

Tracey

ninja 12

eir: Tracey wrote: »

Hi all, 

I understand your frustrations here and I'm sorry it's taking us so long to come back to you all with a response, however, I am still waiting on a clear response and answer to all the questions you have asked. 

This is being investigated and as soon as I have this, I will come back to you all. 

Apologies for the long delays incurred. 

Thanks

Tracey

Hi Tracey .

Thank for the reply but its the same response as before .


No further news .


Surely it would be in eir's interest and their customers to have the same terms for all customers - no download limit .


There is absolutely no justification for penalising current and existing loyal customers .


I refer to my last post above ,
My neighbour got fibre installed and have no download limits , but I , as an eir customer of decades have an unrealistic download limit applied to my FTTH service .


If I had known that the download limit was going to be removed for new contracts , I would have waited with my install .

As it stands , if the situation stays as it currently is , I am unlikely to remain a customer of eir when my contract is up for renewal .

No doubt many feel the same .

I'm sure you can understand the justifiable frustration and anger from existing customers .

ninja 12

Doctor Jimbob wrote: »

If you're unhappy with eir's service, change provider to someone else. The reps on here clearly can't do anything about it - if you look back it's been the same for years. The problem is at a higher level and only way eir are going to get the message is if people stop giving them money.

Signed a 12 month contract in May .

If the situation hasn't changed with eir when my contract is up , I'll be shopping around .

tuxy

ninja 12 wrote: »

As it stands , if the situation stays as it currently is , I am unlikely to remain a customer of eir when my contract is up for renewal .

You won't be staying with Eir after 12 months regardless as the price increases dramatically after that time.  

RGB LDN

tuxy wrote: »

ninja 12 wrote: »

As it stands , if the situation stays as it currently is , I am unlikely to remain a customer of eir when my contract is up for renewal .

You won't be staying with Eir after 12 months regardless as the price increases dramatically after that time.  

Same same, Digiweb it is (who have assured me that if you go over 1TB/mo, you won't be charged extra)

Tigerandahalf

tuxy wrote: »

You won't be staying with Eir after 12 months regardless as the price increases dramatically after that time.  

This could be an issue for me. I am currently paying €53 p/m and not sure if the price will automatically go up once my contract ends in a few months. I have no interest in their phone or eir vision boxes as it is sub par compared to fta options.

tuxy

Tigerandahalf wrote: »

tuxy wrote: »

You won't be staying with Eir after 12 months regardless as the price increases dramatically after that time.  

This could be an issue for me. I am currently paying €53 p/m and not sure if the price will automatically go up once my contract ends in a few months. I have no interest in their phone or eir vision boxes as it is sub par compared to fta options.

Your contract does not end it just automatically switches to one month rollover. If it's a FTTH product it will switch to whatever rate was in place at the time you signed up. There has been many different offers that get progressively more expensive the longer you are with eir with the maximum price normally set once 12 months are up.