Closing of Talk To Eir Forum 29th March 2019

eir: Grainne

Hi All, 

It is with deep regret that we would like to inform our customers of the closure of this forum.

This decision was not taken lightly, but one we had to commit to for the enhancement of our customer service. 

As of the 29th March at 5 PM we will no longer be responding to customer queries posted on this forum. 

It will still be possible to contact eir via social media channels. You can contact us on twitter here and on facebook here

We would like to thank all our customers that contacted us here for all their queries over the years and we look forward to assisting you all on our other social media channels. 

Thanking You
Eir Boards Team

Upintheeir

eir: Grainne wrote: »

Hi All, 

It is with deep regret that we would like to inform our customers of the closure of this forum.

This decision was not taken lightly, but one we had to commit to for the enhancement of our customer service. 

As of the 29th March at 5 PM we will no longer be responding to customer queries posted on this forum. 


We would like to thank all our customers that contacted us here for all their queries over the years and we look forward to assisting you all on our other social media channels. 

Thanking You
Eir Boards Team

You're enhancing your customer service by removing a part of it?

Anteayer

I guess we'll have to use a Ouija Board to contact you from now on as 1901 clearly doesn't work 

o1s1n

...and the last channel where you could maybe get some kind of a response vanishes. 

I've never seen anything like it.

The Specialist

Eir need to include this as part of their product advertisements - sign up now but don’t expect any sort of customer service at all, in any shape or form. An absolute shambles of a company, the sooner ye collapse the better for everyone.

hgfj

This is a joke, right? April, 1st is 12 days away.

banie01

So rather than assess why people are being forced to use Boards as a support channel?
A support channel where all too often Eir's outright incompetence and mistreatment of customers is shown in a fairly transparent light, that rather than focus on one of the few channels that customers actually gain a response from...
The decision has been taken to close it off!

To what end?
What possible improvement can this offer?
Are the agents being redirected to the 1hr plus call queue?

An absolute joke of a decision by a company that has shown repeatedly that customer care is far from a core value!

vkus6mt3y8zg2q

Absolute joke closing this avenue of customer service. Was only way to get anything resolved with Eir. Shambles of a company.

But thanks to the reps Linzi and Ahren for efficiently dealing with issues I've had in recent past.

DubInTheWest

It's obvious what they are doing. It's a well known fact that eir try to keep all problems/threads via PM so other users can't see the utter shambles. So they have been disgraced on here and they don't want future unsuspecting customers to see all the problems/useless customer service so they shut down the forum.

I think the best thing to do would be for people to still post their issues regardless even after March 29th, so future potential customers can see what they are in for. Otherwise Eir just win and continue to pull the wool over peoples eyes.

The Specialist

banie01 wrote: »

So rather than assess why people are being forced to use Boards as a support channel?
A support channel where all too often Eir's outright incompetence and mistreatment of customers is shown in a fairly transparent light, that rather than focus on one of the few channels that customers actually gain a response from...
The decision has been taken to close it off!

To what end?
What possible improvement can this offer?
Are the agents being redirected to the 1hr plus call queue?

An absolute joke of a decision by a company that has shown repeatedly that customer care is far from a core value!

Absolutely, they very visibly hate the people who pay for their products between the non existent call Centre and now closing the only avenue of support that “sometimes” gives an answer. This thread should be stickied to the top of the forum and reposted in every single thread where someone is considering signing up to this joke of a company.


I spent an hour on web chat earlier with a simple query about why a top offer hadn’t activated on my phone - was repeatedly told by the clown on the other end that the details I provided did not match the account, even though the details are the ONLY details that could be on it. So Eir will be dealing with a GDPR breach complaint now thanks to whatever woeful clowns are on the webchat. Outsourcing might be cheap lads but it will **** ye in the long run..

jimmynokia

Nearly fell off my seat.

tuxy

This was the only way that many could contact Eir. Expecting people to wait for 30 - 60 minutes just to get their support call answered is unacceptable.
Effectively Eir no longer has a usable form of support for many of its customers. Unfortunately I'm still in contract for several months so can't leave right now. I'd advise anyone who considers internet an essential service to abandon ship now if the're out of contract. Don't wait for something to go wrong. 
I know I am reiterating what has been said already but I lurked these forums and tried to help people who had been abandoned by Eir so it's very frustrating.

tayto lover

What did it ever achieve anyway? Nothing 8mo.
Just a useless company which should be avoided like the plague. They didn’t want perspective customers reading about them being a shower of chances. That’s why its being closed. No other reason imo.

iPhone.

eir: Grainne wrote: »

Hi All, 

It is with deep regret that we would like to inform our customers of the closure of this forum.

This decision was not taken lightly, but one we had to commit to for the enhancement of our customer service. 

As of the 29th March at 5 PM we will no longer be responding to customer queries posted on this forum. 

It will still be possible to contact eir via social media channels. You can contact us on twitter here and on facebook here

We would like to thank all our customers that contacted us here for all their queries over the years and we look forward to assisting you all on our other social media channels. 

Thanking You
Eir Boards Team

If you PM me your details I'll look into that for you.

ballyargus

This was about the only effective avenue of support in my experience.

Of course they're shutting it down!!!

In light of this is there a way of opening an independent thread for people to vent here on Boards about Eir?
It beggars belief how badly Eir treat their customers. Thankfully I’m off contract and was about to jump ship anyway. Any ideas of who the best alternatives are ?

yrreg0850

Folks

A friend of mine spent a frustrating  3 weeks  with no landline or broadband trying to solve a problem with Eir via 1901 and  on this forum.

She did however eventually get a number for the complaints section and, the problem was solved within 24hrs.

For anybody interested  it is 1800200481

Still waters

gone like my ever decreasing coverage

Oryx

Enhancement of customer service.

I dont get who companies think theyre trying to fool with a line like that. Im very glad I have nothing to do with them apart from an email I cant access.

Theyre doing this for cosmetic reasons as its making them look bad.

tuxy

Eirexit 29th of March, easiest deal in history

java

This forum is pretty much the only (mostly) positive customer service that eir has had in a very long time. Thank you eir reps.

It is disappointing eir have decided their customers still don't matter.

Anteayer

It's a shame really as this was a forum where people have been able to get good support.

Agent Coulson

I’ll be jumping to Sky just like BT Sport.

Seve OB

quite obvious
they have gone to pot lately
this was actually somewhere that hadn't been totally run into the ground
so it was only a matter of time it jumped into the hole

such bullcrap of a statement though.

Purple Mountain

eir: Grainne wrote: »

Hi All, 

It is with deep regret that we would like to inform our customers of the closure of this forum.

This decision was not taken lightly, but one we had to commit to for the enhancement of our customer service. 

As of the 29th March at 5 PM we will no longer be responding to customer queries posted on this forum. 

It will still be possible to contact eir via social media channels. You can contact us on twitter here and on facebook here

We would like to thank all our customers that contacted us here for all their queries over the years and we look forward to assisting you all on our other social media channels. 

Thanking You
Eir Boards Team

You posted in the wrong forum.
Mods, please move to correct one: https://touch.boards.ie/thread/2057753179/1/#post103815745

malinheader

For the enhancement of its customers. What a joke. Customer service is virtually non existent. All you have to look at is the posters on this forum and there problems.  Not really bothered I was changing anyway. 

Tom Mann Centuria

Such a shame, got more help in a few messages here than hours on the phone/live chat. Many thanks to all the staff.

BuboBubo

Feigning surprise here...

I won't even bother typing a rant. Just counting down the days to the end of my eir fibre contract.

Adios.

ImSkully

Left Eir 2 years ago for Sky Ireland, best choice I ever made. These clowns have the worst customer service going and they're shooting themselves in the foot yet again.

Avatar MIA

LOL at those still using EIR. Name/Ownership may have changed by the time you read this.

minikin

Sorry to hear Eir are leaving here, seemed to be an effective support tool.
It felt like the company was approachable, would be great if you could change your minds!  

Kiith

This was the only place i could ever get any sort of support from Eir, so that's me gone anyway. Already moved my broadband package, but i'll be moving the phone within the next week as well.

kennethsmyth

I've been asking for cancellation confirmation for the last 3 weeks, to no avail.

Time for all of us to cancel our direct debits!

This after eir spend a fortune on changing its name to get rid of old eircom PR issues!

IJS84

In fairness lads, in my experience this was the only avenue I could get any help from Eir, it just shows the good work the boards team did given the p**s poor phone lines and ''webchat help'' team that 95% asked you to call 1901 to get help.

This is gonna just add to the awful wait times and I can only imagine that the moral in the contact centres must fantastic given the frustration on wait times to get help.

irishgrover

This was/is the only channel available to actually interact with people who work for eir. As we all know all other channels do not function, phone / web / email / complaints etc all go unanswered or unresolved.
I can only imagine how soul destroying it much be for the eir reps who have had the misfortune to have to front for such an incompetent company.

Can you imagine being Grainne and being told that she has to post that message, which she knows is an incometant lie, and knows that we know, but yet she is the one who has to put her name to it...... not that higher level, better paid lying muppet that wrote it

So spare a though for the reps... we all know what a pain in the hole it is to be customers or Eir, imagine what it is like to work for them...
So, to the reps, thanks for your efforts and best of luck for whatever is next

kennethsmyth

I would like to say thanks to the eir reps for at least being available to help with issues, I think this closure of the talk to eir will be a large mistake.

malinheader

Thanks  to Grainne, it was only way I could get any information what was happening with my fault. Once eir leaves boards I think the smart move would be to change provider. 

Poulgorm

I hope that the talk to Eir forum stays up there, even if there are no reps there to respond.

At least, it would serve as a warning to potential customers.

Berty

Poulgorm wrote: »

I hope that the talk to Eir forum stays up there, even if there are no reps there to respond.

At least, it would serve as a warning to potential customers.

I think It's unlikely. I'm sure the business has to pay to keep this forum in some form so if there is no money paid then I imagine it wouldn't be good to have it open as it doesn't allow them a right to reply.(unless they pay of course I guess)

angel eyes 2012

I always cite this company as an example of why privatisation of state companies is usually a bad concept.

Tar.Aldarion

Boards forums are easily the best support I've had from companies, and actually a reason to use them. Pity really.

oLoonatic

** We are taking a battering with our awful customer service on a public forum and are losing money. So instead of trying to fix the problem, We are going to hide it.

Thanking You
Eir Boards Team

blackmadra

Hmmm I think we all know why this is happening. 

The only solution I can find to my problems with Eir is to change broadband provider.

Wheety

Seems to be a theme for companies with awful customer service. Three closed there's a few months ago. On Twitter and Facebook they can remove posts themselves or ignore and block people.

paddy19

The most effective way to resolve your problems with Eir is to use two email addresses.

(Works really well for cancelling and saves you shoe lather and €8.)

ccm@eir.ie

ComReg track and publish the number of complaints to this email address on a quarterly basis.
Eir are very sensitive to it because it gives ComReg data to prosecute them.


Demand a  ComReg recognised complaint number.
They wont want to give it to you but just keep demanding it if your problem is not resolved.

If problem is not resolved in 10 business days escalate to ComReg by emailing



consumerline@comreg.ie




Mixed feeling about the closure of this forum. It at least allowed people to highlight issues.


On the other hand there was tendency to go to PM to bury issues with guff about GDPR.

Telling customer that they had to send a registered letter to cancel services was outrageous and misleading.

blackmadra

paddy19 wrote: »

The most effective way to resolve your problems with Eir is to use two email addresses.

(Works really well for cancelling and saves you shoe lather and €8.)

ccm@eir.ie

ComReg track and publish the number of complaints to this email address on a quarterly basis.
Eir are very sensitive to it because it gives ComReg data to prosecute them.


Demand a  ComReg recognised complaint number.
They wont want to give it to you but just keep demanding it if your problem is not resolved.

If problem is not resolved in 10 business days escalate to ComReg by emailing



consumerline@comreg.ie




Mixed feeling about the closure of this forum. It at least allowed people to highlight issues.


On the other hand there was tendency to go to PM to bury issues with guff about GDPR.

Telling customer that they had to send a registered letter to cancel services was outrageous and misleading.

Very interesting. I'll be sure to cc them in to any correspondence in the future.

MFZ

Should this thread not be a "Sticky"?

Avatar MIA

angel eyes 2012 wrote: »

I always cite this company as an example of why privatisation of state companies is usually a bad concept.

Only because State companies come with huge problems - in particular with Eircom institutionalised engineers that had a can't be sacked attitude that were unbelievably poor to deal with.

Gonzo

Very dissapointing that this forum is closing down. Any time I've had to ring customer services your put on hold for a long time and I just end up giving up. However any issue I've had has always been dealt with in a timely and satisfaction manner on this forum. The Eir reps on this forum is really the only place I know that I can contact and can get answers. Once this forum is closed it's going to be a nightmare ringing customer services and be placed on hold for possibly hours on end. The Eir reps here have always been helpful and friendly, going to be a real shame this is going.

Anteayer

Avatar MIA wrote: »

angel eyes 2012 wrote: »

I always cite this company as an example of why privatisation of state companies is usually a bad concept.

Only because State companies come with huge problems - in particular with Eircom institutionalised engineers that had a can't be sacked attitude that were unbelievably poor to deal with.

It hasn't been a state company for two decades and to be honest most of the issues are with customer care at Eir retail.

It was only a semi-state company from 1983 until 1999. Before that it was a service division of a government department with out any company structure at all. So, it's actually been longer privatised now than it was in public ownership as a semi-tstate anyway.

The infrastructure side is OpenEir is operated as a separate business unit. 

Avatar MIA

Anteayer wrote: »

Avatar MIA wrote: »

angel eyes 2012 wrote: »

I always cite this company as an example of why privatisation of state companies is usually a bad concept.

Only because State companies come with huge problems - in particular with Eircom institutionalised engineers that had a can't be sacked attitude that were unbelievably poor to deal with.

It hasn't been a state company for two decades and to be honest most of the issues are with customer care at Eir retail. The infrastructure side is OpenEir is operated as a separate business unit. 

I was referencing the poster using this company as an example of why privatisation of state companies is usually a bad concept.