Excess Usage Charges

shinobi2600

Hi,

I rang sales 3 months ago to switch to a new contract that included no fair usage policy. It was confirmed this was done as I had just added a new mobile to the account and started a new contract anyway, and there was now no fair usage policy anymore.

Go forward a month and I get a bill including 27 euro of excess broadband usage. I got onto web-chat and they cancelled the excess charges as I am not supposed to be charged for this on the new contract.

Now to the current month, and yet again I get a bill for more excess usage charges. 22 euro this time. I have it in writing from the last web-chat agent I spoke to that there is no fair usage policy on my account. So why am I getting charged for excess usage?! I need to get this charge removed as I will not be paying it.

Also, it needs to be sorted out why Eir is sending me excess usage charges but at the same time telling me i won't get excess usage charges.

(Web-chat is down and 30 minute wait on the phone)

shinobi2600

Eir webchat customer care have told me they can't help after telling me the terms and conditions of a different plan.

Great service so far!

eir: Tracey

shinobi2600 wrote: »

Hi,

I rang sales 3 months ago to switch to a new contract that included no fair usage policy. It was confirmed this was done as I had just added a new mobile to the account and started a new contract anyway, and there was now no fair usage policy anymore.

Go forward a month and I get a bill including 27 euro of excess broadband usage. I got onto web-chat and they cancelled the excess charges as I am not supposed to be charged for this on the new contract.

Now to the current month, and yet again I get a bill for more excess usage charges. 22 euro this time. I have it in writing from the last web-chat agent I spoke to that there is no fair usage policy on my account. So why am I getting charged for excess usage?! I need to get this charge removed as I will not be paying it.

Also, it needs to be sorted out why Eir is sending me excess usage charges but at the same time telling me i won't get excess usage charges.

(Web-chat is down and 30 minute wait on the phone)

Hi shinobi2600, 

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

If you PM me your account number, full name on the account, email address and date of birth I'll check this and clarify it for you. 

Thanks 

Tracey 

shinobi2600

Hi Tracey,

I got through to 1901 after 4 hours of trying yesterday eventually.

For anyone else reading this with the same issue as me: I was told that even though I am on a new contract the FUP has to be manually removed and apparently it wasn't up to this stage. It is gone now they say and all charges have been cancelled since I had it in writing from a couple of months ago it was supposed to be done.

tuxy

Since everyone who has tried to have the FUP removed had issues either with being disconnected or overcharged......
Tracey could you give me a date in the future where it would be safe to contact Eir about removing the FUP without the danger of it going horribly wrong?

gerard1970

See this thread on how to get to talk to somebody:

https://www.boards.ie/ttfthread/2057924065

1. Go the Comreg site and click on "Queries & Complaints". https://www.comreg.ie/queries-complaints.
2. Click on got a question. There's an option there to start a WebChat, but this wasn't working on Friday, so I just filled in the on-line form and laid out the facts, as I saw them.
3. When that was done, I then went to the eir Complaints page - https://www.eir.ie/complaints, clicked on "Log a Complaint" tab and clicked on the option to send an email.