Cancelling Eir

murfilein

i'm trying to call eir several times today and was in que for 20 minutes every time i called - i wanna cancel their stupid service as we are moving away from our apartment (where only eir was available) to a house where i thankfully can choose whoever i want. (is vodafone ok? i only need broadband)

how am i supposed to cancel the account if i cant get through their que? their chat service isnt able to help, they only ask me to call. i dont see an online-option to cancel.

i went on their complaints-page, and guess what... its "under maintenance". bull****. at least they have an email address listed, i wrote there, but honestly i dont expect an answer in due time. what to do?

drunkmonkey

Your well lost there Kiddo, but you can't cancel an eircom account over the phone you need to write them a letter can't remember the address but it's in Dublin, register the letter as they'll no doubt say they didn't get it.

murfilein

drunkmonkey wrote: »

Your well lost there Kiddo, but you can't cancel an eircom account over the phone you need to write them a letter can't remember the address but it's in Dublin, register the letter as they'll no doubt say they didn't get it.

seriously now?

cant i just cancel the direct debit or something? what a ****ty company, really

osarusan

murfilein wrote: »

seriously now?

cant i just cancel the direct debit or something? what a ****ty company, really

The Cancellations Team,
eir, Floor 2,
1 Heuston South Quarter,
St. John’s Road,
Dublin 8 D08 A9RT

Slippin Jimmy

murfilein wrote: »

seriously now?

cant i just cancel the direct debit or something? what a ****ty company, really

I agree that it is total nonsense having to write to them. I wouldn't advise cancelling your direct debit straight away as any money owed to them could potentially flag on a future credit report.

hubba

https://www.eir.ie/switching/

All the details here

elperello

Another case of the Regulator asleep at the wheel.

recyclebin

I was in same situation when moving house. My contract was up. Send them a letter and email giving them the 30 days notice. Then after 30 days send them back the modem and cancel the direct debit.

I did this and also changed the payment method to a fake credit card number to make sure they wouldn't keep taking money from account. A year later I keep getting a bill every month and strangely my account keeps showing the bills as being paid.

drunkmonkey

recyclebin wrote: »

I was in same situation when moving house. My contract was up. Send them a letter and email giving them the 30 days notice. Then after 30 days send them back the modem and cancel the direct debit.

I did this and also changed the payment method to a fake credit card number to make sure they wouldn't keep taking money from account. A year later I keep getting a bill every month and strangely my account keeps showing the bills as being paid.

So your account never cancelled and you gave someone else's credit card number and they've been paying since. I could be wrong but that's credit card fraud by you. I'd try canceling it fully again while the going is good.

tuxy

Probably best to send the letter.
But I switched to a different provider using my UAN.
They sent me a letter asking for the router and I got a final bill when they received it. After paying the final bill myeir account now shows as inactive when I log in.
So it should work automatically if you are switching provider using UAN but it's Eir so the chances of them ****ing it up are high and you are covered legally if you sent the letter.
I'd advise cancelling the direct debit, they give you about 2 weeks to pay the final bill manually so that gives you time to question it if you need to.

Johnboy1951

tuxy wrote: »

Probably best to send the letter.
But I switched to a different provider using my UAN.
They sent me a letter asking for the router and I got a final bill when they received it. After paying the final bill myeir account now shows as inactive when I log in.
So it should work automatically if you are switching provider using UAN but it's Eir so the chances of them ****ing it up are high and you are covered legally if you sent the letter.
I'd advise cancelling the direct debit, they give you about 2 weeks to pay the final bill manually so that gives you time to question it if you need to.

Did you have to notify them about switching provider before or even after the new provider was in place?
Did they provide a means of returning the router? Did they arrange collection?
Did you know what the final bill would be prior to sending back the router?

I am attempting to do something similar this week and am not sure what is going to happen!

(now must read https://www.eir.ie/switching/ in case I missed something)

MillField

The cancellation process for Eir is beyond a joke. I ended up calling having to call about 10 times before I eventually got them to cancel.

Johnboy1951

Reading from that link posted above, it seems eir want 30 days notice even if switching provider and that seems to apply even if out of contract.

Else they will charge a 'penalty'

This contradicts what I was told on the phone by eir 'loyalty team menber' when I rang them a couple of weeks ago.

tuxy

The letter had the options of arranging a time for the router to be collected or a parcel motel lable so I stuck that on and dropped it off at the nearest parcel motel. I has no idea what the final bill would be, that's why I canceled the direct debit. Not sure if the bill was exactly correct but it seemed fair so I logged into myeir and paid manually. Of course it's Eir who constantly mske billing mistakes so you may not be as lucky. That's why I would recommend sending a registered letter.

Johnboy1951

tuxy wrote: »

The letter had the options of arranging a time for the router to be collected or a parcel motel lable so I stuck that on and dropped it off at the nearest parcel motel. I has no idea what the final bill would be, that's why I canceled the direct debit. Not sure if the bill was exactly correct but it seemed fair so I logged into myeir and paid manually. Of course it's Eir who constantly mske billing mistakes so you may not be as lucky. That's why I would recommend sending a registered letter.

Thanks for that .... they can collect from here, as I am not travelling anywhere to facilitate them!

It seems now I will be paying an extra month for a service I will not have (see above) so I will not go out of my way to suit them.

tuxy

Full disclosure. Eir have messed me around in the past. I was stupid to go back to them. This time their mess up actually gave me over €200 credit so I got a few months free. Happy to be out of contract and gone before they make a mistake that's not in my favour.

B_ecke_r

osarusan wrote: »

The Cancellations Team,
eir, Floor 2,
1 Heuston South Quarter,
St. John’s Road,
Dublin 8 D08 A9RT

The head office is in City West now
The cancellations team is Churchfield,Cork

Johnboy1951

tuxy wrote: »

Full disclosure. Eir have messed me around in the past. I was stupid to go back to them. This time their mess up actually gave me over €200 credit so I got a few months free. Happy to be out of contract and gone before they make a mistake that's not in my favour.

Just checked myeir and it shows I owe
~€76 in an active circle .... click on one part of circle and it shows ~€68 and on another part it shows minus ~€6
How they get €76 is beyond me.
It seems they might be dropping my phone!

I click to view the bill PDF and I see a bill for €62
Monthly payment for 150Mb/s and phone (no calls) €68 less the €6 shown on previous page it seems.

No explanation anywhere what they are doing!

I hope I get the phone number and broadband successfully changed over without loss of either.
Heck if I lose BB then the phone is gone anyway!

Never again!

Johnboy1951

Follow up:

I got through to eir loyalty team again (after waiting the apparently required 10+ mins for a human to take the call).
I called 1800 504 110

I had a long and frustrating experience trying to explain that I am moving and had already tried the loyalty team for a better deal than the ~€68/month they propose to charge.
I have the deal signed up and told them so, yet he insisted on speaking about wifi and other nonsense.

Eventually he offered me a 12 month for ~€46/month which I found even more frustrating, and he mentioned before I rang off that he could even better that deal!

I asked him why the idiot I first spoke to had not made such an offer? No ans.

He could not enlighten me about the charge on the bill.

He did confirm that I understand correctly, after he stated it, that as soon as I have the new service operating, I should ring them again to cease the eir service, and I will not be charged further from that time.
I mentioned the contradictory info on the website but he confirmed that charges cease after I make that phone call.

He also told me I would have to send the router back myself ...... I mentioned I read today that it could be collected. He said no.

So in just about each area that one needs to know about, the information coming from phone contact contradicts what is written on the two web pages

https://www.eir.ie/switching/#switching-phone

https://www.eir.ie/equipmentreturns/

I started my call to them at 15:28 this afternoon and it lasted more than 35 minutes.

I await with some interest to see what happens next week, when bills begin to issue.

T-Bird

The 30 day cancel notice or sending letter to cancel is a ploy on their behalf to keep you by offering a better price.

If your out of contract you can just give the uan number to the new company you sign up to and thay will do the rest.

Eir will send final bill and request modem return. Best way to return the modem is via their Parcel Motel service. At least that way you have proof of collection.

I checked all above with Eir 2 months ago before I followed the above.

murfilein

ok so i found a complaint phone number on the eir website:

1800 200 481

called it, told the person i want to cancel, but they still had to transfer me to their cancellation department.

took around 15 minutes until someone answered, and they cancelled the account with a notice of 24 hours.

the lady told me to send my modem back through anpost, asked me to write down:

Eir Returns
Equipment Returns
Free Post
******
Co. Limerick
Account Number: ********

the first row of stars are a code, i assume its different for every customer/account?
the account number has to be on the outside of the box as well as on the inside.

recyclebin

drunkmonkey wrote: »

So your account never cancelled and you gave someone else's credit card number and they've been paying since. I could be wrong but that's credit card fraud by you. I'd try canceling it fully again while the going is good.

I searched for credit card number generator on Google. First website you click on gives you a credit card number. I really doubt that somebody is actually being charged but I'm puzzled as to why Eir keeps showing bills as being paid. I was at the end of my tether trying to cancel the account using all reasonable options. I had spent hours trying to get them on the phone and the web chat.

dvega

murfilein wrote: »

ok so i found a complaint phone number on the eir website:

1800 200 481

called it, told the person i want to cancel, but they still had to transfer me to their cancellation department.

took around 15 minutes until someone answered, and they cancelled the account with a notice of 24 hours.

the lady told me to send my modem back through anpost, asked me to write down:

Eir Returns
Equipment Returns
Free Post
******
Co. Limerick
Account Number: ********

the first row of stars are a code, i assume its different for every customer/account?
the account number has to be on the outside of the box as well as on the inside.

Why even bother complaining, they probably know they are rubbish beyond believe anyway. The limerick address they gave you is right. Just make sure and keep the postal receipt. I cancelled my direct debit as they normally take the money for the equipment and give it back once you contact them and show them the receipt. So when they ring ill just pay it there and then.

I had a small trick to get through to them faster over the phone albeit i was still waiting quite some time. Get through to technical support and say you made a mistake and want customer service. The waiting is half as long as least i thought it was, it also avoids the maze you have to go through over the phone.

I has all the same issues, told me i didnt have to wait 30 days and when my contract was up i could just give 24 hour notice. Rang 24 hours before, told me i had to give 30 days notice, tellers hanging up on me. List goes on.

Never again

Dcully

Keen to hear who you people who left eir went to?

tuxy

Dcully wrote: »

Keen to hear who you people who left eir went to?

Airwire, no complaints. A few minutes after I lost connection during the switchover Airwire rang me with my username and password. So only about 15 mins downtime max. I'm on FTTH 150 and get 144Mbps which is the same as I was getting with Eir. No download cap also and price does not change after 12 months so all going well I will be staying with Airwire indefinitely.

Johnboy1951

Dcully wrote: »

Keen to hear who you people who left eir went to?

I have also gone with Airwire ...... and have 150/30 over openeir fibre.
Connected on Friday .... no downtime as the eir service is still live.

I am waiting for my phone number to be ported after which I can cancel my eir service ...... hopefully Monday.

I need the time to figure out how to manage the options in the new Fritz!Box router

Dcully

Airwire were top of my list until i saw they have a fair usage policy and are not totally unlimited?

I see on their website they are saying no cap now, that must be a recent change?

Apologies OP for going off topic.

Johnboy1951

Dcully wrote: »

Airwire were top of my list until i saw they have a fair usage policy and are not totally unlimited?

I see on their website they are saying no cap now, that must be a recent change?

Apologies OP for going off topic.

As far as I recall Airwire have had no cap for a long time, so not a recent change to my knowledge.

westyIrl

Had the unfortunate experience of trying to cancel an Eir business line this afternoon. Jaysus!

Rang business support requesting cease,
put through to loyalty team, did verficiation,
transferred me to cancellations, guy in cancellations couldn't find account at all,
transferred me to some other department who answered after ages,
told me I need to talk to business loyalty team first :mad::eek:.
transferred to loyalty, but then told after 10 mins I was through to residential loyalty
Transferred me to business loyalty, 10+ mins on hold call gets disconnected. Total Call Time: 1:35 hr
FML

recyclebin

I finally got my broadband cancelled over the phone yesterday. Only took just under a year. Was transferred around to 3 different people and kept having to give them my account details and personal details and the story so far to each of them. The third lad was obnoxious trying to tell me its all done online if your switching and blaming sky. I explained to him that I was cancelling not switching. Of course they had no record of my two letters or that modem had been sent back. They only had a record of me trying to cancel via online chat last December.

At least now it should be cancelled and the penny might drop with them that I have not paid any of the bills they have sent me since last December.

To be honest it would not surprise me if they sent some money collection agency to my old address! Shower of incompetent wasters.

limnam

Cancelled mine yesterday. Went fairly straight forward. (so far)


Called 1800 504 110(10 min wait time)


Got a link sent to email to confirm cancellation, which provided date of cease.


Address to send modem and was done.


If it works in the end, fairly painless!

murfilein

limnam wrote: »

Got a link sent to email to confirm cancellation, which provided date of cease.

i didnt get anything like that.

i just logged into my account online and it says something along the lines of "this account has been deactivated"

elperello

The regulator should take a firm hand with these companies.
Anything purchased in a shop should be capable of being cancelled by calling to that shop.
Anything purchased online should be capable of being cancelled online in one transaction.
Chances of it happening - unfortunately nil.

murfilein

elperello wrote: »

The regulator should take a firm hand with these companies.
Anything purchased in a shop should be capable of being cancelled by calling to that shop.
Anything purchased online should be capable of being cancelled online in one transaction.
Chances of it happening - unfortunately nil.

agree.

it should be easier still: in germany, i could cancel my internet service by logging into my account. they had a section online dedicated to cancelling the service - no calling and stupid hotline queue necessary.

uck51js9zml2yt

limnam wrote: »

Cancelled mine yesterday. Went fairly straight forward. (so far)


Called 1800 504 110(10 min wait time)


Got a link sent to email to confirm cancellation, which provided date of cease.


Address to send modem and was done.


If it works in the end, fairly painless!

Where you out of contract? HOw much noticedid they want?


I'm almost out of contract. Tried calling their customer service team tonight just after 6.They dont have any customer service after 6 ..itsbeyond me

Johnboy1951

Something I would like clarified ....... as I understand it Eir invoices for broadband one month in advance.

So when a customer ceases the broadband, or switches to another provider, how is this handled?

Do Eir then either issue a credit against an already issued (if not yet paid) invoice or cancel the invoice and issue a more accurate one?

(it seems impossible to get clarification from eir)

westyIrl

Johnboy1951 wrote: »

Something I would like clarified ....... as I understand it Eir invoices for broadband one month in advance.

So when a customer ceases the broadband, or switches to another provider, how is this handled?

Do Eir then either issue a credit against an already issued (if not yet paid) invoice or cancel the invoice and issue a more accurate one?

(it seems impossible to get clarification from eir)

I'm cancelling 10 days before end of paid month so should find that out on 19th although my focus was on not getting another bill tbh..any credit would be real unexpected bonus.

I finally got someone to cancel the line (or atleast the person in loyalty told me they had). I asked for confirmation but all I could get was a reference number so hopefully that'll do it. However they also said it would cease within 24 hours and my line still has tone so who knows

Jim

Johnboy1951

westyIrl wrote: »

I'm cancelling 10 days before end of paid month so should find that out on 19th although my focus was on not getting another bill tbh..any credit would be real unexpected bonus.

I finally got someone to cancel the line (or atleast the person in loyalty told me they had). I asked for confirmation but all I could get was a reference number so hopefully that'll do it. However they also said it would cease within 24 hours and my line still has tone so who knows

Jim

Reason I asked is that I switched BB just a day before end of rolling contract month, and the phone was switched on the due date ........ but of course I have already received the invoice for next month.

I did get a confirmation written letter from Eir .....
"We have received your notice to switch to another provider and we're sorry to hear you are leaving us."

The letter seems to say that I have nothing further to do.

looksee

I had a heck of a battle leaving Eir, in the end I contacted them through Boards 'talk to' and finally got a result. It was beyond frustrating though.

Johnboy1951

looksee wrote: »

I had a heck of a battle leaving Eir, in the end I contacted them through Boards 'talk to' and finally got a result. It was beyond frustrating though.

and they got rid of that avenue of extricating oneself from them

limnam

Xzavier Quaint Storyteller wrote: »

Where you out of contract? HOw much noticedid they want?


I'm almost out of contract. Tried calling their customer service team tonight just after 6.They dont have any customer service after 6 ..itsbeyond me

Out of contract. I think 30 days for line 28 for BB

hubba

I'm about to cancel my out of contract Eir mobile broadband. I'm going to try the Limnam route.

I'll keep you posted.

hubba

ok bad start. All of the phone numbers ask you to enter a phone number or account number. I am an old meteor customer and for some reason my details aren't accepted. So got on to useless webchat and when I explained my phone problem he said I had to write a letter to the cancellation team at Heuston South quarter dublin 8.

My blood is boiling already. I've already had tons of trouble with them. Hence the cancellation.

:mad::mad::mad::mad::mad::mad::mad:

westyIrl

hubba wrote: »

ok bad start. All of the phone numbers ask you to enter a phone number or account number. I am an old meteor customer and for some reason my details aren't accepted. So got on to useless webchat and when I explained my phone problem he said I had to write a letter to the cancellation team at Heuston South quarter dublin 8.

My blood is boiling already. I've already had tons of trouble with them. Hence the cancellation.

:mad::mad::mad::mad::mad::mad::mad:

You can try what I did, its cheeky but none the less it's eir so its a mental health issue. Ring and get put through to loyalty/cancellations, say you sent the letter a month ago (have a sent date and address to hand) so they must've lost it, and you want it cancelled asap. Get a reference number.

westyIrl

Johnboy1951 wrote: »

Reason I asked is that I switched BB just a day before end of rolling contract month, and the phone was switched on the due date ........ but of course I have already received the invoice for next month.

I did get a confirmation written letter from Eir .....
"We have received your notice to switch to another provider and we're sorry to hear you are leaving us."

The letter seems to say that I have nothing further to do.

Just ensure you cancel the direct debit.

Johnboy1951

westyIrl wrote: »

Just ensure you cancel the direct debit.

I am covered with that .... no DD. Paid by bill.

I am now in the situaiton that I need to query a coupls of things and cannot seem to determine how or who to contact in Eir.

I have queries on the last bill ...... there is a double charge for some calls and of course there is a charge for a whole months service of which I used less than 10 days, so there needs to be a credit on that also.

In addition I received a letter and Parcel Motel Returns label for my router .... but they have specified a different router to what was supplied to me.
That too needs to be changed before I return it else they will not receive the device they have asked for and they will charge me.

Is there a direct email address or physical address for the Eir Accounts Dept.?
I spent a couple of hours before lunch with Eir's useless chat to no avail ..... the first chat ended when my messages failed to go through, and no other indication I was being abandoned.
At least the second chat person stayed with it until I gave up.

Hehehehe ..... I even tried Eir support by phone, and when I entered my phone number and on second call my account number, I got the same response ........ they have no record of either!
So that could not go any further.

It would be impossible to make this shít up and have anyone believe Eir is a communications company!

Anyone got a likely address for me to write to? ....... I will go trawling through previous posts as I believe there are a couple of addresses posted. Hopefully I might find something useful.

With my BB and phone now safe in someone else's hands I really do not care how long this takes as I will not be paying them anything until both sides agree on the final bill.

EDIT:

It looks like my best bet is to write a letter to

Accounts Department,
eir,
Unit 4030,
Kingswood Avenue,
Citywest Business Campus,
Dublin 24.
D24 YK12

and hope someone reads the thing!

hubba

westyIrl wrote: »

You can try what I did, its cheeky but none the less it's eir so its a mental health issue. Ring and get put through to loyalty/cancellations, say you sent the letter a month ago (have a sent date and address to hand) so they must've lost it, and you want it cancelled asap. Get a reference number.

Thanks but the first thing that happens when you call is that they ask you to type in your account number. I can't get further than that as it isn't recognised. :mad: But I like your thinking!

uck51js9zml2yt

Well I thought I was doing well. Called the loyalty team via sales and got someone. Was offered s good deal on mobiles and he put me on hold to check a discount on the broadband.
On hold 10 minutes and line dropped.
I spent another 20 trying to get them back on the phone before they closed at 6...no one called me back. Wasn't impressed.

Will try again on the way to work in the morning and if not I'm putting a registered letter in the post to cancel.

Total time today 45 minutes.

nsi423

Is it possible to cancel by going into an eir store? Serious question, I might be in this situation myself soon

westyIrl

nsi423 wrote: »

Is it possible to cancel by going into an eir store? Serious question, I might be in this situation myself soon

Nope...at least I don't think you can

https://www.eir.ie/switching/

Under eir standard terms & conditions; you are required to give 30 days' written notice of your request to cease your eir service(s). Failure to provide notice of your intention to cease may result in (1) your services not being ceased and you will continue to be billed as normal for your usual services, or (2) your service being ceased while you may be liable for an additional 30 days line rental charge. If you are within the minimum term for your services from eir you may be liable for early cease charges.

elperello

nsi423 wrote: »

Is it possible to cancel by going into an eir store? Serious question, I might be in this situation myself soon

No.
All they will do is give you advice on how to cancel which may be correct or not depending on who you are talking to.