Eir....

The_Kitty

I moved to a new apartment last week. I was in contract with Eir so had to stick with them. They said I had to go into a brand new 12 month contract with the new place and I was like fair enough. I asked them about the line and speeds in the new place and they said there was a phone line there and that they tested everything and there would be good speeds etc. Technician was scheduled for this morning and was told when scheduling i would have internet straight away. Technician were from KN, overheard them saying there were no phone line in the apt and laughing about eir lying to customers and laughing in my face also afterwards. They said I would have to go back to Eir and schedule a technician to come again to sort a line. Was very disappointed as I had taken a day off and waited 5 hrs for the techs and had spent 2 hours on the phone (33mins talking to someone and the rest on hold) organising moving the connection. Tried calling eir to see what could be done and all their systems were down today so they couldnt help, i was told to call back monday. Since this is a brand new contract and theres supposed to be a 14 day cooling off period from date of cancellation can I cancel without a load of charges? I mean it would annoy me to have to take another day off for them to come and i have to book time off 2 weeks in advance. i'm without internet too. The management company for the apartments offer fibre broadband for 40 euro a month for tenants (not sure how without a phone line but could give them access to sort that) without signing a contract so if i could get free of eir i could try go with that! I was with eir for 6 years without an issue but find this disgraceful and i have no time to be hours on hold.

ED E

If the OMC/their agent have their own system in place its often a monopoly and nobody else gets access. If there isnt already a line the chances of you getting one are pretty slim.


As I understand it what eir do is they cancel the old contract free when you setup a new one at a new address. So you can 14 day the "new" contract but then the early cease charge of your old contract is not written off.

The_Kitty

ED E wrote: »

If the OMC/their agent have their own system in place its often a monopoly and nobody else gets access. If there isnt already a line the chances of you getting one are pretty slim.


As I understand it what eir do is they cancel the old contract free when you setup a new one at a new address. So you can 14 day the "new" contract but then the early cease charge of your old contract is not written off.

The owners told me they have no problem with me being with eir, other people in the building are with eir/vodafone etc. but I get what you're saying that they might not allow a line if there already isnt one. I had about 6 months at 40 per months left in old contract so i guess early cease charge would be about 300-400? At this stage i'd be inclined to pay it and just use my phone as a hotspot while i sort out something else. For some reason I've gotten way too frustrated and stressed over it.

Johnboy1951

EIr apparently are ignorant of the fact that there are existing connections in the building.

In your position I would expect to be able to use Eir ........ but trying to get anyone within Eir who knows anything or is capable of doing something is pure frustration.

Eir a 'communications company'? not even close where customers are concerned!

The_Kitty

Johnboy1951 wrote: »

EIr apparently are ignorant of the fact that there are existing connections in the building.

In your position I would expect to be able to use Eir ........ but trying to get anyone within Eir who knows anything or is capable of doing something is pure frustration.

Eir a 'communications company'? not even close where customers are concerned!

What i'm told by the owner this morning is I can use Eir and that will involve Eir needing access to a coms room which they will give them but like you say getting eir to sort it out is another matter. Like i said i'm inclined to try and cancel and pay them the fees. I have autism but generally have no problems with work or service providers in general, eir made me go into meltdown on friday so its better to get out of it.

Johnboy1951

The_Kitty wrote: »

What i'm told by the owner this morning is I can use Eir and that will involve Eir needing access to a coms room which they will give them but like you say getting eir to sort it out is another matter. Like i said i'm inclined to try and cancel and pay them the fees. I have autism but generally have no problems with work or service providers in general, eir made me go into meltdown on friday so its better to get out of it.

Very understandable.

Makes me wonder if there is any means you can continue to pay for the connection in the previous property and have someone there reimburse you?

It should save money if you can arange it, but I have no experience of trying something like this.

The_Kitty

Johnboy1951 wrote: »

Very understandable.

Makes me wonder if there is any means you can continue to pay for the connection in the previous property and have someone there reimburse you?

It should save money if you can arange it, but I have no experience of trying something like this.

When you are moving and in contract they make you go into a 12 month contract for new place. So as someone else said above I can cancel the new contract but probably will have to pay cancellation fees for the old contract. Vodafone etc all do same for a home move when in contract you have to go into new contract or pay the fees. Sky do the whole transfering your contract/account to someone else tho and it causes so many issue, worked for Sky when I was a student.

The_Kitty

Ok, was on phone for 2 hours mostly on hold to the fulfillment department and still no joy. All I wanted was to know the early cease fees and cancel but the regular cancellations person can't do that as they can't cancel an "order in progress" so have to speak to this fulfillment department. The cancellations person couldn't even bring up what the charges are to cancel, it has to go through this other team. After being hung up on called again to an automated message saying there is an issue today connecting people so like will have to try again tomorrow.

L.S.F

The_Kitty wrote: »

Ok, was on phone for 2 hours mostly on hold to the fulfillment department and still no joy. All I wanted was to know the early cease fees and cancel but the regular cancellations person can't do that as they can't cancel an "order in progress" so have to speak to this fulfillment department. The cancellations person couldn't even bring up what the charges are to cancel, it has to go through this other team. After being hung up on called again to an automated message saying there is an issue today connecting people so like will have to try again tomorrow.

This happened me twice recently, 20+ minutes waiting on hold each time too.



Applied through switcher on a Monday night

Had no call back the following day

Called them Wednesday - told as new build line had to be installed would take a few days and be called back Friday.
Heard nothing on Friday so rang, they signed me up and told technician would be out Wednesday (even gave option of morning time)

Rang Tuesday to see if they were bringing a modem as told phone line has to installed first and could add on after
Couldn't use online help as they inputted my surname wrong by one letter. was hung up on first time and lady answered my question straight away when I got through second time.
Technician was a no show Wednesday, rang that evening and told appointment was cancelled! Told to call fullifillment team
Rang them following day and given a load of bull**** asked to be put through to a manager or complaints department - got cut off.
Got through again and to a floor manager/supervisor. Told i would be called back that day or Friday.
Still waiting on that call for over a week now(!)


Thing is, development is set up for only Eir, Sky and Virgin. Eir's offer of €50 for life plus extras they're offering is by far the best deal, Virgin are quite expensive for just broadband and had Sky BB in two places and it constantly dropped connection all the time.

Trying to give them an easy sale and they're making a balls of it

The_Kitty

L.S.F wrote: »

This happened me twice recently, 20+ minutes waiting on hold each time too.



Applied through switcher on a Monday night

Had no call back the following day

Called them Wednesday - told as new build line had to be installed would take a few days and be called back Friday.
Heard nothing on Friday so rang, they signed me up and told technician would be out Wednesday (even gave option of morning time)

Rang Tuesday to see if they were bringing a modem as told phone line has to installed first and could add on after
Couldn't use online help as they inputted my surname wrong by one letter. was hung up on first time and lady answered my question straight away when I got through second time.
Technician was a no show Wednesday, rang that evening and told appointment was cancelled! Told to call fullifillment team
Rang them following day and given a load of bull**** asked to be put through to a manager or complaints department - got cut off.
Got through again and to a floor manager/supervisor. Told i would be called back that day or Friday.
Still waiting on that call for over a week now(!)


Thing is, development is set up for only Eir, Sky and Virgin. Eir's offer of €50 for life plus extras they're offering is by far the best deal, Virgin are quite expensive for just broadband and had Sky BB in two places and it constantly dropped connection all the time.

Trying to give them an easy sale and they're making a balls of it

It could take a month to get the phone line in. They just say its a few days to hook you in. The other providers are more honest about the time the phone line takes as they have to go thru eir for that.

Ireneg79

Hello

I switched from Eir to Sky broadband in December and got a letter from Eir saying I had to return their modem. They provided the freepost packaging and directions. So I printed out the labels, etc and returned it via Parcel Motel in a local shop. That was two months ago and now they are billing me for the modem (€59.99).

Does anyone know how I can prove I returned it? Has anyone had a similar experience? I have no intention of paying it and am going to instruct my bank to block the payment, however I also have an Eir mobile phone bill pay account and the modem bill is combined with my mobile bill and I want to pay my phone bill (I always pay my legitimate bills!!)

I know if I block the payment they will send debt collectors after me but I will never pay this as I have done nothing wrong.

If I block the payment and cancel my mobile Eir account can I move to another mobile network, or can Eir block that because they say there is money outstanding on my account?

Any help would be greatly appreciated.

Thanks

Irene

John Zen

Hi just to let potential customers know. Switched over to Eir, 5th Feb started the process, after 3 failed a/c set ups finally got onboarded 7th March, took full month and in excess of 10 calls each taking inexcess of 20 mins to get through. Went for phone & Broadband, I have Broadband now but no phone service, called and logged issue was to get call back to resolve still waiting. Sent two official complaints by email. Still awaiting a response. I now know why they offer cheaper prices, you get what you pay for. Thanks Eir.....

beechpark

John Zen wrote: »

Hi just to let potential customers know. Switched over to Eir, 5th Feb started the process, after 3 failed a/c set ups finally got onboarded 7th March, took full month and in excess of 10 calls each taking inexcess of 20 mins to get through. Went for phone & Broadband, I have Broadband now but no phone service, called and logged issue was to get call back to resolve still waiting. Sent two official complaints by email. Still awaiting a response. I now know why they offer cheaper prices, you get what you pay for. Thanks Eir.....

What email did you contact them with? I couldn't find one one the site.