Eir sport App (Green) not casting to Chromecast since chromecast update

PleaseHelpMe!!

Hi,

My Chromecast recently updated to firmware version 1.37144496.
Since this has happened the Eir sports app has not been able to cast to it, from either android or ios.
I have been able to connect to a friends chromecast that has not updated though.

When can we expect an update to the Eir sports app to make it compatible with the Chromecast again?

Killer_Paul

Same for me, haven't been able to cast at all from the green eir sports app for the last 2 weeks

eir: Grainne

PleaseHelpMe!! wrote: »

Hi,

My Chromecast recently updated to firmware version 1.37144496.
Since this has happened the Eir sports app has not been able to cast to it, from either android or ios.
I have been able to connect to a friends chromecast that has not updated though.

When can we expect an update to the Eir sports app to make it compatible with the Chromecast again?

Killer_Paul wrote: »

Same for me, haven't been able to cast at all from the green eir sports app for the last 2 weeks

Hi PleaseHelpMe!! and @ Killer_Paul, 

If you call our technical team on 1890260260 they will be able to assist you with this. 

Grainne

PleaseHelpMe!!

eir: Grainne wrote: »

PleaseHelpMe!! wrote: »

Hi,

My Chromecast recently updated to firmware version 1.37144496.
Since this has happened the Eir sports app has not been able to cast to it, from either android or ios.
I have been able to connect to a friends chromecast that has not updated though.

When can we expect an update to the Eir sports app to make it compatible with the Chromecast again?

Killer_Paul wrote: »

Same for me, haven't been able to cast at all from the green eir sports app for the last 2 weeks

Hi PleaseHelpMe!! and @ Killer_Paul, 

If you call our technical team on 1890260260 they will be able to assist you with this. 

Grainne

Hi Grainne,

I have tried but have been unable to get through to your technical team.

eir: Grainne

PleaseHelpMe!! wrote: »

eir: Grainne wrote: »

PleaseHelpMe!! wrote: »

Hi,

My Chromecast recently updated to firmware version 1.37144496.
Since this has happened the Eir sports app has not been able to cast to it, from either android or ios.
I have been able to connect to a friends chromecast that has not updated though.

When can we expect an update to the Eir sports app to make it compatible with the Chromecast again?

Killer_Paul wrote: »

Same for me, haven't been able to cast at all from the green eir sports app for the last 2 weeks

Hi PleaseHelpMe!! and @ Killer_Paul, 

If you call our technical team on 1890260260 they will be able to assist you with this. 

Grainne

Hi Grainne,

I have tried but have been unable to get through to your technical team.

Hi PleaseHelpMe!!, 

You can also contact our online technical team here

Grainne

Donegal Storm

Same here, just get a black screen and eventually Error 15 or something pops up on the app.

Have tried calling tech support but like all other eir numbers they don't bother picking up the phone

eir: Grainne

Donegal Storm wrote: »

Same here, just get a black screen and eventually Error 15 or something pops up on the app.

Have tried calling tech support but like all other eir numbers they don't bother picking up the phone

Hi Donegal Storm, 

Are you able to log into your my eir account using the same login details? 

Grainne

spoofer

I have the same issue. It seems to be an issue with the chromecast firmware 1.37xx. Google say that Eir needs to update their app.
I have tried chatting to the Eir support team but they just push me to a phone number and the calls are expensive with no help. I have done this before.
So when will Eir release an update to the green Sports app?

eir: Grainne

spoofer wrote: »

I have the same issue. It seems to be an issue with the chromecast firmware 1.37xx. Google say that Eir needs to update their app.
I have tried chatting to the Eir support team but they just push me to a phone number and the calls are expensive with no help. I have done this before.
So when will Eir release an update to the green Sports app?

Hi spoofer, 

At the moment we do not have a date for when an update will be released. 

If this changes in the future it will be pushed out to all users. 

Thanks, 
Grainne

RickyBobby1

So still no update on the chromecast issue..so what are you going to do for us (the customers).
Missed aload of matches already..are we supposed to continue to pay for a service we are not getting?

Hotdiggity

same problem here, very frustrating and yet another example of the dysfunctional eir service.

Muller1899

PleaseHelpMe!! wrote: »

Hi,

My Chromecast recently updated to firmware version 1.37144496.
Since this has happened the Eir sports app has not been able to cast to it, from either android or ios.
I have been able to connect to a friends chromecast that has not updated though.

When can we expect an update to the Eir sports app to make it compatible with the Chromecast again?

same problem...chromecast working with youtube etc  but not EIR Sport. Also not working with IE at the moment. No no access at all. Cant get throught to support - on hold on the phone  now for 40 mins and counting.......

daddy_boy

same with me hasn't worked for two /three weeks. .only reason i have stayed with them is the "free" sports app, but it looks like that they arnt in a hurry to fix it , app hasnt been updated since oct 2017 and also i heard that eir are going to be losing  BT sports. usual mess with eir.

spoofer

eir: Grainne wrote: »

Hi spoofer, 

At the moment we do not have a date for when an update will be released. 

If this changes in the future it will be pushed out to all users. 

Thanks, 
Grainne

Gráinne
Thanks for the response. I am very disappointed with this. It was one of the selling points that I could cast to a TV now that option is gone with no prospect of a resolution. So what do eir propose to their customers to bridge the gap between what they are supposed to have and what eir are supplying?

eir: Grainne

spoofer wrote: »

eir: Grainne wrote: »

Hi spoofer, 

At the moment we do not have a date for when an update will be released. 

If this changes in the future it will be pushed out to all users. 

Thanks, 
Grainne

Gráinne
Thanks for the response. I am very disappointed with this. It was one of the selling points that I could cast to a TV now that option is gone with no prospect of a resolution. So what do eir propose to their customers to bridge the gap between what they are supposed to have and what eir are supplying?

Hi spoofer, 

If you contact our technical team they will be able to escalate this for you. 

They can be contacted here or by calling 1890260260

Grainne

Donegal Storm

eir: Grainne wrote: »

Donegal Storm wrote: »

Same here, just get a black screen and eventually Error 15 or something pops up on the app.

Have tried calling tech support but like all other eir numbers they don't bother picking up the phone

Hi Donegal Storm, 

Are you able to log into your my eir account using the same login details? 

Grainne

Yes I can log in without issue, I can watch on my phone but it won't cast which makes it a bit pointless


Another round of football matches missed tonight

spoofer

eir: Grainne wrote: »

spoofer wrote: »

eir: Grainne wrote: »

Hi spoofer, 

At the moment we do not have a date for when an update will be released. 

If this changes in the future it will be pushed out to all users. 

Thanks, 
Grainne

Gráinne
Thanks for the response. I am very disappointed with this. It was one of the selling points that I could cast to a TV now that option is gone with no prospect of a resolution. So what do eir propose to their customers to bridge the gap between what they are supposed to have and what eir are supplying?

Hi spoofer, 

If you contact our technical team they will be able to escalate this for you. 

They can be contacted here or by calling 1890260260

Grainne

Grainne,
The link you posted is for support which does not include the eir app. I know as I have already tried it.
The 1890 number costs a lot as the wait times and time it takes explaining the issue to get a similar response to yours is just too costly.
I have also emailed the eir app support address but got no reply, not even an acknowledgement.
Perhaps you can liaise with the eir app support people yourself to try resolve this issue for eir customers or at least give some definitive information to us? Are they working on an update? What stage is it at? Do they need beta testers? How close is any update to a release date? They should be able to give some indication .
An if or maybe just doesn't cut it these days...

eir: Grainne

spoofer wrote: »

eir: Grainne wrote: »

spoofer wrote: »

eir: Grainne wrote: »

Hi spoofer, 

At the moment we do not have a date for when an update will be released. 

If this changes in the future it will be pushed out to all users. 

Thanks, 
Grainne

Gráinne
Thanks for the response. I am very disappointed with this. It was one of the selling points that I could cast to a TV now that option is gone with no prospect of a resolution. So what do eir propose to their customers to bridge the gap between what they are supposed to have and what eir are supplying?

Hi spoofer, 

If you contact our technical team they will be able to escalate this for you. 

They can be contacted here or by calling 1890260260

Grainne

Grainne,
The link you posted is for support which does not include the eir app. I know as I have already tried it.
The 1890 number costs a lot as the wait times and time it takes explaining the issue to get a similar response to yours is just too costly.
I have also emailed the eir app support address but got no reply, not even an acknowledgement.
Perhaps you can liaise with the eir app support people yourself to try resolve this issue for eir customers or at least give some definitive information to us? Are they working on an update? What stage is it at? Do they need beta testers? How close is any update to a release date? They should be able to give some indication .
An if or maybe just doesn't cut it these days...

Hi spoofer, 

Could you follow the steps outlined in this link this will ensure that you have the chromecast set up correctly? 

If this does not work I would advise doing a factory reset. Details on how to do that can be found here

Let me know if this works. 

Thanks, 
Grainne

ohnoigotsick

Hi

I have the same issue - i have reset and factory rest my chrome cast ultra and it doesn't work.

I have a normal chrome cast which is able to cast the eir sports app.

Killer_Paul

ohnoigotsick wrote: »

Hi

I have the same issue - i have reset and factory rest my chrome cast ultra and it doesn't work.

I have a normal chrome cast which is able to cast the eir sports app.

I can confirm also that 1st gen Chromecast (memory stick type) is not affected, 2nd gen and chromecast ultra are affected and do not work for me.

Also all my other casting apps, netflix, rte player, spotify, twitch, All 4, these all work perfectly.

Its the green Eir sports app that needs to be updated with a fix.

jgbyr

Same story here.
Chromecast works fine with any other app I've tried. I have factory reset the chromecast & it makes no difference at all, the Eir Sports app only gives a black screen. It was functioning fine yo to recently.
Chromecast has Cast firmware version: 1.37.144496

spoofer

eir: Grainne wrote: »

Hi spoofer, 

Could you follow the steps outlined in this link this will ensure that you have the chromecast set up correctly? 

If this does not work I would advise doing a factory reset. Details on how to do that can be found here

Let me know if this works. 

Thanks, 
Grainne

Gráinne
I have done a factory reset on the chromecast and reinstalled the app to no avail. Other apps that cast work fine. It's just the eir app that has the issue.

RickyBobby1

Grainne,

Im sure your trying to help but all the steps you have said to do dont work...

I finally got hold of an honest eir agent after several phone calls...he said they kmow its not working and they are working on a "fix" with no update or date in mind for when it will be fixed.

You need to get someone to come back with something for all your customers effected..you cant honestly expect us to continue paying for a service we are not getting.

The sports channels were a big selling point for me and sounds like most other customers.

You need to come back with some sort of compensation package along with an honest update...Will be fixed and if so...when??

Hi Eir,

Same issue here on 2nd generation chromecast. I can watch it fine on the phone but it will not cast.

The level of contempt shown for the intelligence of eirs customers in this thread is incredible. 

How much more clearly can we demonstrate that this is a problem with the eir app and not the chromecast.

The app needs to be updated and nothing short of that will fix this issue.

Please reply with an ETA on when the app will be updated? 

Breezer

RickyBobby1 wrote: »

Grainne,

Im sure your trying to help but all the steps you have said to do dont work...

I finally got hold of an honest eir agent after several phone calls...he said they kmow  its not working and they are working on a "fix" with no update or date in mind for when it will be fixed.

You need to get someone to come back with something for all your customers effected..you cant honestly expect us to continue paying for a service we are not getting.

The sports channels were a big selling point for me and sounds like most other customers.

You need to come back with some sort of compensation package along with an honest update...Will be fixed and if so...when??

I'd like to add my voice to this. Very unhappy about this poor level of customer service. I am nearly out of contract with Eir. I had planned to keep it, and pay the extra, for Eir Sport, but there is little point if I can't watch matches on my TV.

If an update isn't released in the near future I will moving service provider and using the savings to enjoy matches in the local pub.

KReid

I'm absolutely shocked by the levels of ineptitude from Eir, whatever about their overall service, There are endless complaints about the apps, neither of which seem to actually work. The complaints are as basic as not being able to log in yet Eir don't seem to have answers for people and are filtering them into contacting the Technical team. It's an absolute disgrace they are allowed to get away with offering something they clearly have no intention of providing a suitable service.

Red Silurian

Good news everybody, should be fixed by tomorrow, watch for the update to your app

gerryc100

Hi guys, been having the same issue as described.
Has there been a patch sent thru to anyone yet?
very annoying issue and not getting much joy with online support or on calls.

Thanks,

Breezer

gerryc100 wrote: »

Hi guys, been having the same issue as described.
Has there been a patch sent thru to anyone yet?
very annoying issue and not getting much joy with online support or on calls.

Thanks,

Nothing yet

Red Silurian

colmtheperson wrote: »

Good news everybody, should be fixed by tomorrow, watch for the update to your app

Looks like I was lied to by Eir customer services

Grainne, can you confirm if this is official Eir policy to lie blatantly to paying customers?

theoneeyedman

KReid wrote: »

I'm absolutely shocked by the levels of ineptitude from Eir, whatever about their overall service, There are endless complaints about the apps, neither of which seem to actually work. The complaints are as basic as not being able to log in yet Eir don't seem to have answers for people and are filtering them into contacting the Technical team. It's an absolute disgrace they are allowed to get away with offering something they clearly have no intention of providing a suitable service.

Why the shock?

Eir are creaming it when there is a problem with eir sport, all those premium call charges to not fix the issue.
ComReg should shut down these premium calls.

Pangea

Not casting for me either, like someone else said I got error 15 or something like that.

theoneeyedman wrote: »

ComReg should shut down these premium calls.

Some info here from Comreg
https://www.newstalk.com/news/new-measures-to-end-overcharging-for-premium-phone-numbers-490135

wonski

Pangea wrote: »

Not casting for me either, like someone else said I got error 15 or something like that.



Some info here from Comreg
https://www.newstalk.com/news/new-measures-to-end-overcharging-for-premium-phone-numbers-490135

Nice, but they are still being charged out of bundle until the end of the year.

At least some progress. I got caught few times on 076 thinking it's just local number (Avantcard uses it I think)

eir: Grainne

spoofer wrote: »

eir: Grainne wrote: »

Hi spoofer, 

Could you follow the steps outlined in this link this will ensure that you have the chromecast set up correctly? 

If this does not work I would advise doing a factory reset. Details on how to do that can be found here

Let me know if this works. 

Thanks, 
Grainne

Gráinne
I have done a factory reset on the chromecast and reinstalled the app to no avail. Other apps that cast work fine. It's just the eir app that has the issue.

RickyBobby1 wrote: »

Grainne,

Im sure your trying to help but all the steps you have said to do dont work...

I finally got hold of an honest eir agent after several phone calls...he said they kmow  its not working and they are working on a "fix" with no update or date in mind for when it will be fixed.

You need to get someone to come back with something for all your customers effected..you cant honestly expect us to continue paying for a service we are not getting.

The sports channels were a big selling point for me and sounds like most other customers.

You need to come back with some sort of compensation package along with an honest update...Will be fixed and if so...when??

Deleted User wrote: »

Hi Eir,

Same issue here on 2nd generation chromecast. I can watch it fine on the phone but it will not cast.

The level of contempt shown for the intelligence of eirs customers in this thread is incredible. 

How much more clearly can we demonstrate that this is a problem with the eir app and not the chromecast.

The app needs to be updated and nothing short of that will fix this issue.

Please reply with an ETA on when the app will be updated? 

Breezer wrote: »

RickyBobby1 wrote: »

Grainne,

Im sure your trying to help but all the steps you have said to do dont work...

I finally got hold of an honest eir agent after several phone calls...he said they kmow  its not working and they are working on a "fix" with no update or date in mind for when it will be fixed.

You need to get someone to come back with something for all your customers effected..you cant honestly expect us to continue paying for a service we are not getting.

The sports channels were a big selling point for me and sounds like most other customers.

You need to come back with some sort of compensation package along with an honest update...Will be fixed and if so...when??

I'd like to add my voice to this. Very unhappy about this poor level of customer service. I am nearly out of contract with Eir. I had planned to keep it, and pay the extra, for Eir Sport, but there is little point if I can't watch matches on my TV.

If an update isn't released in the near future I will moving service provider and using the savings to enjoy matches in the local pub.

KReid wrote: »

I'm absolutely shocked by the levels of ineptitude from Eir, whatever about their overall service, There are endless complaints about the apps, neither of which seem to actually work. The complaints are as basic as not being able to log in yet Eir don't seem to have answers for people and are filtering them into contacting the Technical team. It's an absolute disgrace they are allowed to get away with offering something they clearly have no intention of providing a suitable service.

gerryc100 wrote: »

Hi guys, been having the same issue as described.
Has there been a patch sent thru to anyone yet?
very annoying issue and not getting much joy with online support or on calls.

Thanks,

Hi All, 

I have been advised that you all will need to uninstall chromecast on your device and then re-install. 

If this does not work I will need to get your account details and what phone you have and I will escalate this to the relevant team. 

Thanks, 
Grainne

daddy_boy

eir: Grainne wrote: »

gerryc100 wrote: »

Hi All, 

I have been advised that you all will need to uninstall chromecast on your device and then re-install. 

If this does not work I will need to get your account details and what phone you have and I will escalate this to the relevant team. 

Thanks, 
Grainne

at the risk of appearing stupid! do you mean

1. Remove chromecast from my TV.
2. Remove chromecast from my phone ?
3. Remove chromecast from my Tablet ?
4. Remove chromecast from my PC ?
5. Unplug the chromecast from my TV ?

or all of the above

Please could you clarify.

jgbyr

If chromecast is working with every other app ie Netflix, RTÉ etc, then even after uninstalling, reinstalling & still the Eir app isn't working, it has to be the app!!

daddy_boy

jgbyr wrote: »

If chromecast is working with every other app ie Netflix, RTÉ etc, then even after uninstalling,  reinstalling & still the Eir app isn't working, it has to be the app!!

i was curious to see what Eir would say, as the chromecast is a streaming media adapter, (hardware) but the software - google cast is built into the android OS and can only be removed by rooting the phone and is a complicated process. 

But as you have pointed out all the other streaming apps netflix etc still work OK.. 

Killer_Paul

Offloaded app on iOS and reinstalled and it seems to be working again 😝

pg17

For what it is worth - I am not a frequent user of eir Sport but just tried it now using a Lenovo Android tablet and a Stage 2 Chromecast - it worked fine although the video quality was pale and lacked contrast. 

Killer_Paul

Killer_Paul wrote: »

Offloaded app on iOS and reinstalled and it seems to be working again 

Spoke too soon! Should have left up my original edit, app not working again, tries to cast, screen goes black and nothing happens...

Donegal Storm

Still not working, and I have no idea what uninstalling Chromecast means, it's a dongle you plug into your tv, whats are we meant to uninstall..?

jgbyr

I contacted Eir Technical support online earlier.
They are aware of the issue.

Customer Representative Shubham said :
"There is a outgoing technical issue on eir sports in chrome cast. However our team is working on it and it will be resolve as soon as possible. I apologize for the inconvenience."

I asked about a time frame to resolve the issue:

"I am sorry as there is no time frame confirmed by our team but we will resolve it as soon as possible."

Red Silurian

eir: Grainne wrote: »

Hi All, 

I have been advised that you all will need to uninstall chromecast on your device and then re-install. 

If this does not work I will need to get your account details and what phone you have and I will escalate this to the relevant team. 

Thanks, 
Grainne

Hi Grainne

I have 2 very important questions that I would like you to answer... Could you please ensure that you answer me this time rather than skip over me...

1. Do you understand what a Chromecast is? I feel if you did you wouldn't be advising us to "uninstall" this piece of hardware from our devices... If you feel you don't understand our grievances would it be possible for somebody with an understanding of the issue to take over from you on this thread?

2. Last Saturday a representative of Eir informed me that the issue would be fixed by an update to the app, see attached... Why are you advising differently and can you confirm why I was blatantly lied to on Saturday by your representative?

Many thanks in advance

JTMini

Do NOT reinstall Chromecast or anything on your phone!  There is a problem with the Eir Sport App which will only be fixed by the Eir app developers.

I FINALLY got through to someone in Eir Technical support who was willing to talk about this and seemed to know something about it - 4 previous contacts had told me to ring Technical Support who hadn't previously answered!  He mentioned a problem with nodes and that they were expecting a further update this week.  While the technician apologised for the recent general failure of support there doesn't appear to be any great rush to get this particular problem sorted.

Pangea

Lads just had to watch one of the great champions league matches on my phone, get the chromecast sorted.

eir: Grainne

colmtheperson wrote: »

eir: Grainne wrote: »

Hi All, 

I have been advised that you all will need to uninstall chromecast on your device and then re-install. 

If this does not work I will need to get your account details and what phone you have and I will escalate this to the relevant team. 

Thanks, 
Grainne

Hi Grainne

I have 2 very important questions that I would like you to answer... Could you please ensure that you answer me this time rather than skip over me...

1. Do you understand what a Chromecast is? I feel if you did you wouldn't be advising us to "uninstall" this piece of hardware from our devices... If you feel you don't understand our grievances would it be possible for somebody with an understanding of the issue to take over from you on this thread?

2. Last Saturday a representative of Eir informed me that the issue would be fixed by an update to the app, see attached... Why are you advising differently and can you confirm why I was blatantly lied to on Saturday by your representative?

Many thanks in advance

Hi colmtheperson, 

I can assure you I do understand what Chromecast is. The reason why I advised of uninstalling the chromecast is that my colleague in our technical team advised me of this. 

In regard to the conversation, you had with the agent in our webchat team I have escalated this to the agent's team leader. My apologies you were misadvised on that chat. 

Grainne

jgbyr

eir: Grainne wrote: »

In regard to the conversation, you had with the agent in our webchat team I have escalated this to the agent's team leader. My apologies you were misadvised on that chat. 

Grainne

I was also informed yesterday by tech support that they are aware of the issue & are working on a fix. I posted the conversation yesterday.
Are all agents giving out misinformation so?

eir: Grainne

jgbyr wrote: »

eir: Grainne wrote: »

In regard to the conversation, you had with the agent in our webchat team I have escalated this to the agent's team leader. My apologies you were misadvised on that chat. 

Grainne

I was also informed yesterday by tech support that they are aware of the issue & are working on a fix. I posted the conversation yesterday.
Are all agents giving out misinformation so?

Hi jgbyr, 

Our technical team are aware of an issue with the chrome cast service with the eir Sport app. 

That is why I asked in my previous post that anyone having this problem to uninstall the chromecast from your phone and re-install and if this persists to send me the account details and I can escalate them to the relevant team. 

Thanks, 
Grainne

jgbyr

eir: Grainne wrote: »

Hi jgbyr, 

Our technical team are aware of an issue with the chrome cast service with the eir Sport app. 

That is why I asked in my previous post that anyone having this problem to uninstall the chromecast from your phone and re-install and if this persists to send me the account details and I can escalate them to the relevant team. 

Thanks, 
Grainne

Thanks for the reply Grainne, but I don't understand what you mean by uninstall Chromecast. It's an inbuilt feature of the OS on the phone.
The physical device can be controlled by the Google home app but you don't need the app to cast. The actual app, ie Eir Sports links to the physical chromecast, which isn't happening.
I have uninstalled the Eir app, the Google home app & reset the chromecast physical device. It makes no difference.
To which are you referring when you say uninstall Chromecast?
Also, if they are aware of the issue, why do they need account details to resolve it?
Thanks

Killer_Paul

How long more before the green Eir Sports app will actually be updated and fixed?

Grainne can you also help me reset my app devices, from uninstalling and reinstalling the app it now says I have to wait till next month to register my device again even though its the same iPhone I'm using. Thanks!

Red Silurian

eir: Grainne wrote: »

Hi colmtheperson, 

I can assure you I do understand what Chromecast is. The reason why I advised of uninstalling the chromecast is that my colleague in our technical team advised me of this. 

In regard to the conversation, you had with the agent in our webchat team I have escalated this to the agent's team leader. My apologies you were misadvised on that chat. 

Grainne

Hi Grainne

Thanks for the answer, can you explain or ask your colleague please how I uninstall my Chromecast (which is a physical piece of hardware currently connected to my television) from my phone?

I feel that misadvice is a common theme with customer care

Thanks