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Cancelling and UAN number

  • 21-02-2019 8:03am
    #1
    splashthecash
    Registered Users, Registered Users 2 Posts: 2,322 ✭✭✭


    I am in the process of having my account with Eir cancelled (approx 2 weeks left until the line is let go). I started conversing with another provider and they said that the UAN which is at the top of my bill indicates that Eir have combined my phone and broadband line into one (i.e. a virtual one) and because of this they are unable to look after the usual switch over to them. Apparently I need to wait until the line is completely let go from eir and then wait one-two weeks and to get in contact with them so they can take it over. Firstly, is this true and secondly if true, why would Eir do this and make it so difficult for customers to move?

    Then yesterday on the phone after waiting for 40 mins I finally got through to a customer service agent and she said that that the UAN on my bill is not my actual UAN number and when I asked her to give me the proper one she said she couldn’t do it, only cancellations dept could and she couldn’t transfer me straight to them...I’d need to go back to the back of the queue. Seriously...?

    Can you give me my UAN number so that I can hopefully start the process of moving across? She told me I should mention that I am a VOBB customer.

    BTW, I was never informed up front that my voice and broadband line would be combined like this when I started with Eir


Comments

  • #2
    eir: Linzi
    Closed Accounts Posts: 527 ✭✭✭eir: Linzi


    splashthecash wrote: »
    I am in the process of having my account with Eir cancelled (approx 2 weeks left until the line is let go). I started conversing with another provider and they said that the UAN which is at the top of my bill indicates that Eir have combined my phone and broadband line into one (i.e. a virtual one) and because of this they are unable to look after the usual switch over to them. Apparently I need to wait until the line is completely let go from eir and then wait one-two weeks and to get in contact with them so they can take it over. Firstly, is this true and secondly if true, why would Eir do this and make it so difficult for customers to move?

    Then yesterday on the phone after waiting for 40 mins I finally got through to a customer service agent and she said that that the UAN on my bill is not my actual UAN number and when I asked her to give me the proper one she said she couldn’t do it, only cancellations dept could and she couldn’t transfer me straight to them...I’d need to go back to the back of the queue. Seriously...?

    Can you give me my UAN number so that I can hopefully start the process of moving across? She told me I should mention that I am a VOBB customer.

    BTW, I was never informed up front that my voice and broadband line would be combined like this when I started with Eir
    Hi splashthecash

    We are unable to cancel accounts through our Social Media channels.  You would need to phone our loyalty team on 1901 to ask for your UAN number for both the BB and the VOBB.  We are aware of the long call waiting times and we are taking steps to deal with this issue.  We apologise for any inconvenience this has caused you.

    Many thanks

    ~Linzi 
       


  • #3
    inocybe
    Registered Users, Registered Users 2 Posts: 505 ✭✭✭inocybe


    splashthecash wrote: »
    I am in the process of having my account with Eir cancelled (approx 2 weeks left until the line is let go). I started conversing with another provider and they said that the UAN which is at the top of my bill indicates that Eir have combined my phone and broadband line into one (i.e. a virtual one) and because of this they are unable to look after the usual switch over to them. Apparently I need to wait until the line is completely let go from eir and then wait one-two weeks and to get in contact with them so they can take it over. Firstly, is this true and secondly if true, why would Eir do this and make it so difficult for customers to move?

    Then yesterday on the phone after waiting for 40 mins I finally got through to a customer service agent and she said that that the UAN on my bill is not my actual UAN number and when I asked her to give me the proper one she said she couldn’t do it, only cancellations dept could and she couldn’t transfer me straight to them...I’d need to go back to the back of the queue. Seriously...?

    Can you give me my UAN number so that I can hopefully start the process of moving across? She told me I should mention that I am a VOBB customer.

    BTW, I was never informed up front that my voice and broadband line would be combined like this when I started with Eir
    Hi, did you get anywhere with this? I am having the same problem, Eir won't give me my UAN number, and my account number seems to have been made up by someone.


  • #4
    eir: Linzi
    Closed Accounts Posts: 527 ✭✭✭eir: Linzi


    inocybe wrote: »
    splashthecash wrote: »
    I am in the process of having my account with Eir cancelled (approx 2 weeks left until the line is let go). I started conversing with another provider and they said that the UAN which is at the top of my bill indicates that Eir have combined my phone and broadband line into one (i.e. a virtual one) and because of this they are unable to look after the usual switch over to them. Apparently I need to wait until the line is completely let go from eir and then wait one-two weeks and to get in contact with them so they can take it over. Firstly, is this true and secondly if true, why would Eir do this and make it so difficult for customers to move?

    Then yesterday on the phone after waiting for 40 mins I finally got through to a customer service agent and she said that that the UAN on my bill is not my actual UAN number and when I asked her to give me the proper one she said she couldn’t do it, only cancellations dept could and she couldn’t transfer me straight to them...I’d need to go back to the back of the queue. Seriously...?

    Can you give me my UAN number so that I can hopefully start the process of moving across? She told me I should mention that I am a VOBB customer.

    BTW, I was never informed up front that my voice and broadband line would be combined like this when I started with Eir
    Hi, did you get anywhere with this? I am having the same problem, Eir won't give me my UAN number, and my account number seems to have been made up by someone.
    Hi inocybe

    Your account number is not made up, it just wasn't paired up with your myeir.  The account number has now been added to your myeir account and you can now view your bills online. 

    Thanks

    Linzi


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