Widespread online "my eir" connection issues?

Philippe14

I have had problem accessing my online account for month. I only, finally, gained access about 3 weeks ago after a 2 months battle, and seem to have lost it again when they finally restored my original phone number. I called eir customer service and they told me that the problem accessing online account was widespread. One week later, I still can't access my account. 

Yet, I have seen no notice anywhere about that. Is there really a general problem accessing online accounts, or did they lie to me? If the problem is big enough, why don't they have a notice on the login page?

I would like an answer before I call them again, so they don't go through that again if it is not true.

eir: Tracey

Philippe14 wrote: »

I have had problem accessing my online account for month. I only, finally, gained access about 3 weeks ago after a 2 months battle, and seem to have lost it again when they finally restored my original phone number. I called eir customer service and they told me that the problem accessing online account was widespread. One week later, I still can't access my account. 

Yet, I have seen no notice anywhere about that. Is there really a general problem accessing online accounts, or did they lie to me? If the problem is big enough, why don't they have a notice on the login page?

I would like an answer before I call them again, so they don't go through that again if it is not true.

Hi Philippe14, 

I'm sorry to hear about your issues with my eir, we are aware of an issue with the service. There is a post on our website in relation to this, you can view this here

Let me know how this goes. 

Thanks 

Tracey 

Philippe14

eir: Tracey wrote: »

Philippe14 wrote: »

I have had problem accessing my online account for month. I only, finally, gained access about 3 weeks ago after a 2 months battle, and seem to have lost it again when they finally restored my original phone number. I called eir customer service and they told me that the problem accessing online account was widespread. One week later, I still can't access my account. 

Yet, I have seen no notice anywhere about that. Is there really a general problem accessing online accounts, or did they lie to me? If the problem is big enough, why don't they have a notice on the login page?

I would like an answer before I call them again, so they don't go through that again if it is not true.

Hi Philippe14, 

I'm sorry to hear about your issues with my eir, we are aware of an issue with the service. There is a post on our website in relation to this, you can view this here

Let me know how this goes. 

Thanks 

Tracey 

I have already tried the "solution" of resetting the password. Unfortunately, when I enter the new password, I get:

An error occurred...
Unfortunately we couldn't reset your password. Please try again

Philippe14

The problem have been going on for at least a week before that notice. That is quite a long time to inform customers. I had already checked the support page before and seen nothing. Why keep repeating the same steps.

So yes, there is a post on your website, but not exactly on the most relevant page, the login page.  If that affects a significant amount of customers (even if it is a minority), a notice there would make sense.

I have heard a lot of sorrys from eir, but not seen that many actions.

dr.kenneth noisewater

Having the same issues, keep getting told to retry in 24 hours. How are customers supposed to keep an eye on data usage when you cant log into My Eir to monitor it?

Roanmore

I am new to eir, was able to login previously but I am now getting the same issue. Reset my password, etc.
I'm trying the online chat but there seems to be a long waiting time.

onform

I rang eir yesterday for issues with my eir. Just tried this evening to login, said I wasn't registered. So I registered again and seems to be working OK, can access Eir Sport through the android app also. Not sure if they've made a general fix, or just sorted my account...

Philippe14

Looks like it's just you as I still can't connect or reset my password.

If I ask how will I be informed that the problem is resolved, I always get the same answer: "We know the problem and are working on it". Great, but that's not what I'm asking. So they will probably solve it at some stage. Fair enough, they don't know how long it's going to take, though it is ridiculous a problem affecting many on a problem as basic as accessing accounts takes that much time to find out. But they should at least have a proper way of informing customers. Something in plain view.

At the moment, we are left with 2 options to know when the problem is solved:
1. Open the login page.
2. Click "Support".
3. Click "Get in touch".
4. Click "Need some Help".
5. Click "Support" or "Help Centre".
Hardly a straight forward way to inform the customers, especially for a problem that affects many. And that is if they decide to add there the information that the problem is corrected. The problem being at the login page, it would be the least in that page to inform that some customers may experience problems, with a link to more details. And an updated message when the problem is resolved.

The second option is kind of worse as to the amount of work for the customers:
1. Open the login page and enter my email.
2. Try to enter my password and be refused.
3. Click the "Forgot my password" and then connect to my email.
4. Open the email and click the link.
5. Be told that there is an error.
6. Try again the next day.
What a great option to give to customers.

I almost feel like by giving all this information, I am doing their job.

Roanmore

The support from eir is shocking. Web chat, forget about it. Nobody available.
Facebook, stock answer, go to the website, re-register or change password. Come back with another question and they disappear.

I've only switched back to eir and am seriously thinking about invoking the 14 day cooling off period.

Philippe14

Any news about how (or if) we will be informed when the problem is resolved?

nim1bdeh38l2cw

I too am having the same issue, as a new customer.

Following the advise on the link above:
Re-register - can't because it says I'm already registered.
Forgot password - An error occurred... Unfortunately we couldn't reset your password. Please try again

Please advise! All I want to do is to enable the free Eir Sport

dr.kenneth noisewater

Issue supposedly resolved but still unable to sign in, reregister or reset password

https://www.eir.ie/support/latest-updates/my-eir-access-and-registration/

Philippe14

Well... I don't know. The notice doesn't actually say that it is fixed, and I think it is exactly the same text as it was. So I wouldn't think they have fixed the problem.

Unfortunately, when I tried to connect, it said my account is "temporarily" locked. That's unfortunate. I prefer when it is "permanently" locked, because then it sends me an email to unlock it. When "temporarily" locked, I don't know how long that takes to be available again. So I can't verify if the "reset password" solution now works.

nim1bdeh38l2cw

Philippe14 wrote: »

Well... I don't know. The notice doesn't actually say that it is fixed, and I think it is exactly the same text as it was. So I wouldn't think they have fixed the problem.

Unfortunately, when I tried to connect, it said my account is "temporarily" locked. That's unfortunate. I prefer when it is "permanently" locked, because then it sends me an email to unlock it. When "temporarily" locked, I don't know how long that takes to be available again. So I can't verify if the "reset password" solution now works.

I can confirm that it still doesn't work.

passremarkable

Lads I’m in the exact same position. Signed up for broadband and trying to log into myeir to avail of sports channels but absolutely no joy at all.im fairly patient at the best of times but this is a joke of service. I’ve tried the chats on web but they are no use. When contacting customers service, all very nice on the phone and acknowledge the issued but still not fixing it.
I am paying for a service I am not getting? Am I going to be re-inbursed for the time it’s not working for me?
Am I going to get correspondence advising me of current situation?
How can this be resolved?
Help required please

Roanmore

passremarkable wrote: »

Lads I’m in the exact same position. Signed up for broadband and trying to log into myeir to avail of sports channels but absolutely no joy at all.im fairly patient at the best of times but this is a joke of service. I’ve tried the chats on web but they are no use. When contacting customers service, all very nice on the phone and acknowledge the issued but still not fixing it.
I am paying for a service I am not getting? Am I going to be re-inbursed for the time it’s not working for me?
Am I going to get correspondence advising me of current situation?
How can this be resolved?
Help required please

Ring them on 0818 203040 (Mon - Sat, 10am to 6pm). I did it today and got my eir sport transferred (was paying monthly)

Philippe14

Any clue when the problem might be sorted? I mean, that is at least 3 weeks that a number of your customers cannot access their online account. This is being ridiculous at this stage. Existing customers can access their account, so it means the account system is somewhat working. It does not make sense that you cannot fix a problem such as the registration of account is that time. Can you provide any information at all about what is going on?

nim1bdeh38l2cw

It's fixed now, you just need to register as a new user

Roanmore

Magnolia Sparse Fan wrote: »

It's fixed now, you just need to register as a new user

Not working for me. Won't allow me register as a new user either.

dr.kenneth noisewater

Magnolia Sparse Fan wrote:

It's fixed now, you just need to register as a new user

Still not working for me and unable to register

dr.kenneth noisewater

dr.kenneth noisewater wrote:

Still not working for me and unable to register

Was onto chat again and was told to re-register in 4 hours and it will work then

Camdec

dr.kenneth noisewater wrote: »

Was onto chat again and was told to re-register in 4 hours and it will work then

Eir have a very bad reputation as regards fixing data and Tv problems.
They weren't even nice on phoning them and very very evasive.
I had a nightmare scenario when with them but had no choice but to ride out the contract and then leave them, never to return.
I think I am a lot less stressed now!

Roanmore

Camdec wrote: »

dr.kenneth noisewater wrote: »

Was onto chat again and was told to re-register in 4 hours and it will work then

Eir have a very bad reputation as regards fixing data and Tv problems.
They weren't even nice on phoning them and very very evasive.
I had a nightmare scenario when with them but had no choice but to ride out the contract and then leave them, never to return.
I think I am a lot less stressed now!

I'm with then a week and feel it already. The chat guys take all the details and then say contact somebody else, website not working, landline not working.

dr.kenneth noisewater

Camdec wrote:

Eir have a very bad reputation as regards fixing data and Tv problems. They weren't even nice on phoning them and very very evasive. I had a nightmare scenario when with them but had no choice but to ride out the contract and then leave them, never to return. I think I am a lot less stressed now!

By far the worst customer service I've come across in Ireland and I've only been with them 2/3 weeks

dr.kenneth noisewater

dr.kenneth noisewater wrote:

Was onto chat again and was told to re-register in 4 hours and it will work then

Tried this and had to re-register and alls working now. Not sure why customers haven't been informed they need to do this

passremarkable

dr.kenneth noisewater wrote: »

Tried this and had to re-register and alls working now. Not sure why customers haven't been informed they need to do this

Tried to do this but saying I’m already registered?

Roanmore

It won't allow me re-register, says my account is already paired.

Account temporarily locked when I try to login.

passremarkable

Roanmore wrote: »

It won't allow me re-register, says my account is already paired.

Account temporarily locked when I try to login.

Same as

dr.kenneth noisewater

passremarkable wrote:

Tried to do this but saying I’m already registered?

I had to get onto the chat team and they must have de-registered me and said try again in 4 hours. I was getting the same message before that

eir: Sarah

Hi All,

Our site has been under maintenance since 10pm last night in order to investigate and fix these issues. This should be back up and running within the next few hours. I will update you as soon as the maintenance has been completed. If after this time you are still unable to login then I will request taht you PM your details and I will escalate this to our IT department for immediate resolution.

Thanks,

Sarah

eir: Sarah

Hi All,

I have now been advised that my eir is back up and running. I have tested this with my own acocunt which I also had been experiencing issues with and I have successfully logged in. For anyone that is still have issues, please PM me with your account details and email address and I will escalate this to our IT department immediately.

Thanks,

Sarah

passremarkable

eir: Sarah wrote: »

Hi All,

I have now been advised that my eir is back up and running. I have tested this with my own acocunt which I also had been experiencing issues with and I have successfully logged in. For anyone that is still have issues, please PM me with your account details and email address and I will escalate this to our IT department immediately.

Thanks,

Sarah

Mine still not working.
Went to login , tried to reset password but keeps saying error occurred.
Terrible system

eir: Sarah

Hi passremarkable,

If you could PM me with the requested details above I'll have this fixed.

Thanks,

Sarah

passremarkable

eir: Sarah wrote: »

Hi passremarkable,

If you could PM me with the requested details above I'll have this fixed.

Thanks,

Sarah

PM sent

eir: Sarah

Thanks a million,

I will get back to you shortly.

Sarah

Roanmore

Still not working for me

Philippe14

At this time, I tried again, and could not get it working. I am also said my account is paired if I try to register, the login does not work and the reset password does not work.

That eir put their site under maintenance to fix the problem after that much time is ridiculous. That should have been done weeks ago.

I am sending you the PM. But obviously, the fix is not that good!!!

eir: Sarah

Hi All,

For anybody still experiencing issues, please PM me with your account details and email address and I will get this resolved.

Thanks,

Sarah

Philippe14

I already PM you my details this morning. Tell me when you have done something about it.

Philippe14

I still can't access my account. Any one in eir to fix the problem ? I already PM my details last week. Is the problem actually fixed?

Roanmore

No luck with me. 

I'm also trying to get my landline working since I changed to eir broadband. 1901 is a joke

Roanmore

I changed back to eir over 2 weeks ago and this sums it up my interaction:

1. No access to my eir account

2. Told landline would be live withing an hour. Later told 5 days. Later told 48 hours. Later told it's pending activate ring 1901

3. Ring 1901, told my account is not recognised

4. Try e-mail I get this    [font=GT-Walsheim-Regular, Arial]We are currently upgrading our email platform in order to improve the service provided to you.[/font]
[font=GT-Walsheim-Regular, Arial]During this essential upgrade, the “Contact Us” email function will be temporarily disabled. If your query is urgent or you are looking to follow up on a logged issue, please contact us through our contact channels listed above.[/font]

5. Online chat, we can't help you, dial 1901 (see 2 above)

6. Facebook, can't help you

7. Boards, send us your details we'll help, no response

Philippe14

That's a good summary, but you may have a long time to go. I switched 3 months ago and still don't have everything sorted.

passremarkable

Same here
Still not sorted after trying all avenues.
How do they get away with this

eir: Tracey

Philippe14 wrote: »

I still can't access my account. Any one in eir to fix the problem ? I already PM my details last week. Is the problem actually fixed?

Hi Philippe14, 

I'm afraid Sarah is not in today. 

I'll have a look into this for you and come back to you soon through PM's

Thanks 

Tracey 

eir: Tracey

passremarkable wrote: »

Same here
Still not sorted after trying all avenues.
How do they get away with this

Hi passremarkable, 

Sarah's not in today, unfortunately. 

I will have a look at this for you and come back to you shortly through PM's. 

Thanks

Tracey 

eir: Tracey

Roanmore wrote: »

I changed back to eir over 2 weeks ago and this sums it up my interaction:

1. No access to my eir account

2. Told landline would be live withing an hour. Later told 5 days. Later told 48 hours. Later told it's pending activate ring 1901

3. Ring 1901, told my account is not recognised

4. Try e-mail I get this    [font=GT-Walsheim-Regular, Arial]We are currently upgrading our email platform in order to improve the service provided to you.[/font]
[font=GT-Walsheim-Regular, Arial]During this essential upgrade, the “Contact Us” email function will be temporarily disabled. If your query is urgent or you are looking to follow up on a logged issue, please contact us through our contact channels listed above.[/font]

5. Online chat, we can't help you, dial 1901 (see 2 above)

6. Facebook, can't help you

7. Boards, send us your details we'll help, no response

Hi Roanmore, 

I'm really sorry to hear about the ongoing issues you are having with ourselves, I understand this is frustrating. 

If you PM me your account number, full name on the account, email address and date of birth I will have a look into this for. 

Thanks

Tracey 

Philippe14

No news about my own account?

Philippe14

Another day gone with no news…

Philippe14

eir: Tracey wrote: »

Philippe14 wrote: »

I still can't access my account. Any one in eir to fix the problem ? I already PM my details last week. Is the problem actually fixed?

Hi Philippe14, 

I'm afraid Sarah is not in today. 

I'll have a look into this for you and come back to you soon through PM's

Thanks 

Tracey 

What's "soon" in eir's term? It doesn't match my own notion of "soon" anyway…

Philippe14

My "my eir" account has somehow been deleted. 

The good thing is that it broke the association with my email address. So I was able to re-register and my account is finally working. That's near a month after the problem started, which is not acceptable, but at least it is finally working.

However, why was my "my eir" account deleted? Whether it was something automatic or someone did it to fix the issue, why was I not notified on my email address that was associated with that account. I know I tried to access it yesterday and it was still not working. But if didn't waste my time by trying to connect nearly every day, I might have wasted a lot of time waiting to be notified that I could retry to register.

In my opinion, even if it is to fix a problem, it is not acceptable that eir did not at least notify the related email address when deleting the linked account.

But that's at least 2 good news for now. My account is working, and I no longer have to deal with eir (lack of) support (I hope for a few months).