Eir: €100 fine for "Excess Broadband Usage"

bfa1509

I have to say I thought it was some kind of print error when I saw it added on to my bill. Not a very nice way of treating a customer of the last 25 years. Quite the scumbag move even for their pathetic standards.

I did make some large file transfers to and from the server for work but the total usage for the whole month did not exceed 150Gb.

colm_mcm

Do you know what the limit on the plan you have is?

Is this mobile broadband?

LawBoy2018

150gb doesn't seem very high for a month's use? Unless your usage is capped?

bfa1509

colm_mcm wrote: »

Do you know what the limit on the plan you have is?

Is this mobile broadband?

LawBoy2018 wrote: »

150gb doesn't seem very high for a month's use? Unless your usage is capped?

Not mobile broadband and it's an "unlimited" package:

Eir Complete Broadband & Phone €57.98p/m
includes: Eir Fibre Extreme 300Mb + Eir Talk Mobile World

Total bill for the month of May: €158.89

davo2001

Must be a mistake, have you contacted Eir? What have they said?

Conte..

davo2001 wrote: »

have you contacted Eir? What have they said?

that's his biggest problem

LawBoy2018

davo2001 wrote: »

Must be a mistake, have you contacted Eir? What have they said?

Yes that's the right call. If there's some sort of sneaky term in their T&Cs that you were unaware of, you're protected under EU Regulations.

bfa1509

davo2001 wrote: »

Must be a mistake, have you contacted Eir? What have they said?

I'll contact them tomorrow and see what they have to say for themselves. Has there been any improvement to their customer service lately? Last time I had to sort out an issue it took the guts of 3 hours of the day...

colm_mcm

That’s a 2016 product as far as I know and has a fair usage of 1TB

paddy19

bfa1509 wrote: »

Not mobile broadband and it's an "unlimited" package:

Eir Complete Broadband & Phone €57.98p/m
includes: Eir Fibre Extreme 300Mb + Eir Talk Mobile World

Total bill for the month of May: €158.89

I would make one call, give them 21 days to resolve it and then straight to Comreg by lodging an official complaint via email to ccm@eir.ie.

Alternatively you can spend the next six months on the phone , getting promises that will not be kept.

This goes back to 2018..

https://www.boards.ie/ttfthread/2057915421

I was delusional, I thought I could get Eir to do the right thing if I was persistent enough.

Big mistake!

bfa1509

paddy19 wrote: »

I would make one call, give them 21 days to resolve it and then straight to Comreg by lodging an official complaint via email to ccm@eir.ie.

Alternatively you can spend the next six months on the phone , getting promises that will not be kept.

This goes back to 2018..

https://www.boards.ie/ttfthread/2057915421

I was delusional, I thought I could get Eir to do the right thing if I was persistent enough.

Big mistake!

Thanks for saving me the time and pointless effort. Worthless company of scumbags.

corks finest

bfa1509 wrote: »

Not mobile broadband and it's an "unlimited" package:

Eir Complete Broadband & Phone €57.98p/m
includes: Eir Fibre Extreme 300Mb + Eir Talk Mobile World

Total bill for the month of May: €158.89

Gangsters again,go to VF

KildareP

corks finest wrote: »

Gangsters again,go to VF

Who also have a FUP and who also charge for excess usage?

colm_mcm

The newer eir packages don’t have a FUP. Virgin Media got rid of its FUP 5 or 6 years ago (for packages introduced after that time). Sky never had a FUP as far as I know.

paddy19

KildareP wrote: »

Who also have a FUP and who also charge for excess usage?

They have a scatter of legacy computer sytems that are totally inflexible and not compatible with each other.

The assorted past "investors" who milked the company for every euro they could extract had no interest in spending any money in updating the systems.

whiterebel

colm_mcm wrote: »

The newer eir packages don’t have a FUP. Virgin Media got rid of its FUP 5 or 6 years ago (for packages introduced after that time). Sky never had a FUP as far as I know.

Eir had no FUP policy for my last package and still ended up charging me for 10 months out of 12. Only now getting credits, 6 months after leaving. Truly shocking way to run a business.

GrumpyMe

bfa1509 wrote: »

I have to say I thought it was some kind of print error when I saw it added on to my bill. Not a very nice way of treating a customer of the last 25 years. Quite the scumbag move even for their pathetic standards.

I did make some large file transfers to and from the server for work but the total usage for the whole month did not exceed 150Gb.

It is always a good idea to put the shoe on the other foot first.
Contact your bank and ask for the SEPA DD to be returned. Rules of SEPA DD says you are entitled to it back NO QUESTIONS ASKED within the first 8 weeks.
Once you have the funds back Eir will expedite contact with you...

This only speeds up your contact with Eir it does not change your contract obligations.


HTH
(https://www.bpfi.ie/customer-assist/personal-customers/directdebit/)

Damien360

Eir signed up to the below fair usage policy and not automatically charging as of April this year. My father in law has also got a €20 extra charge and eir are impossible to contact regarding this

Read below as it will be relevant to OP

[Url] https://www.gov.ie/en/press-release/fe886f-increased-supports-from-telecoms-providers-during-covid-19/[/url][url][/url]

whiterebel

Email ccm@eir.ie. Only way I could get the problem resolved.

bfa1509

*******UPDATE*********

Eir must have injected major capital into their customer care services since last time I had issues with them. Instead of the 3hrs per call it used to take, they have now cut it down to 2hrs 30mins. Dont even bother calling after 4pm.

I have been assured that the €100 fine has now been removed.

paddy19 wrote: »

They have a scatter of legacy computer sytems that are totally inflexible and not compatible with each other.

The assorted past "investors" who milked the company for every euro they could extract had no interest in spending any money in updating the systems.

You were spot on Paddy. As I've been renewing my contract for years he said that there was an old fair usage policy that was never removed from the system. I must have triggered it with the large file transfers. He said they don't have a usage cap anymore.

Like the link in your earlier post above he had to switch me onto another plan with a different speed and then change it back just to remove the FUP and the charge from the bill. The change will take a few hours but thankfully there will be no drop in service.

paddy19

Can't see why they can't just set the over FUP fee to €0.00.
or change the the limit to 100TB.

This would be much better than fixing each issue as random customers go over the limit and complain.

One could have that sneaky feeling than some customers just pay up and keep their usage under 1 TB.

Although you would think that over 1 TB users would not tend to let a €100 go that easily

Seth Brundle

bfa1509 wrote: »

I have been assured that the €100 fine has now been removed.

Is that in writing?
Hopefully for you it's all resolved but eir are good at giving assurances and then failing to live up to them - it's part of their long-standing policy about not giving a crap about their customers.

bfa1509

Seth Brundle wrote: »

Is that in writing?
Hopefully for you it's all resolved but eir are good at giving assurances and then failing to live up to them - it's part of their long-standing policy about not giving a crap about their customers.

It is not in writing but I did record the call for "Quality and Training purposes"...

It's a long standing policy of not giving a crap that I've had the pleasure of putting up with for years. At least a few years back they had the boards forum with the notorious "We have sent you a PM". At least then the issue would be resolved most of the time. Now it's absolute hell. Everyday I wince at the sight of my fibre line outside. Leave it to Eir to have your career depending on a 50 micron spool of glass flapping around in the wind.

Del2005

bfa1509 wrote: »

*******UPDATE*********

Eir must have injected major capital into their customer care services since last time I had issues with them. Instead of the 3hrs per call it used to take, they have now cut it down to 2hrs 30mins. Dont even bother calling after 4pm.

I have been assured that the €100 fine has now been removed.




You were spot on Paddy. As I've been renewing my contract for years he said that there was an old fair usage policy that was never removed from the system. I must have triggered it with the large file transfers. He said they don't have a usage cap anymore.

Like the link in your earlier post above he had to switch me onto another plan with a different speed and then change it back just to remove the FUP and the charge from the bill. The change will take a few hours but thankfully there will be no drop in service.

Make sure you haven't been roped into a new 12/24 month contract with this.

bfa1509

GrumpyMe wrote: »

It is always a good idea to put the shoe on the other foot first.
Contact your bank and ask for the SEPA DD to be returned. Rules of SEPA DD says you are entitled to it back NO QUESTIONS ASKED within the first 8 weeks.
Once you have the funds back Eir will expedite contact with you...

I get a paper bill and pay by bank transfer in my own time. They made me setup a direct debit a few years back when I was starting a new contract but I insisted on getting a paper bill before I signed up. I put a block on the DD mandate after the contract was put in place. They continued sending the paper bills and never questioned it!

It was especially for some dodgy occasion like this that I didn't let them have their slippery fingers on my bank account.

Del2005 wrote: »

Make sure you haven't been roped into a new 12/24 month contract with this.

I got an email to say the contract will expire in December as normal so hopefully not. My speed hasn't gone back up to 300Mb yet though...

ted1

bfa1509 wrote: »

I have to say I thought it was some kind of print error when I saw it added on to my bill. Not a very nice way of treating a customer of the last 25 years. Quite the scumbag move even for their pathetic standards.

I did make some large file transfers to and from the server for work but the total usage for the whole month did not exceed 150Gb.

Put it in to work as an expense. You have a residents contract but using it as a business account. If it’s for work , let them pay

thecutter

I signed up to the ‘totally unlimited’ package that Eir are advertising for €29.99 about 2 months ago
I have just noticed a broadband usage excess charge of €32.50 plus the €29.99 - first time I’ve ever been charged an access by any company
Yes, we have watched more Netflix / Disney + this month along with working from home - but these charges are ridiculous.
Il be onto them in the morning

RandomViewer

EIR are a mystery, no one else could be so poor at absolutely everything , Cant understand how Comreg just don't pull their licence

paddy19

RandomViewer wrote: »

EIR are a mystery, no one else could be so poor at absolutely everything , Cant understand how Comreg just don't pull their licence

IMHO EIR are fine except when something goes wrong, especially with billing.

For most customers, the product works fine, the problems are normally at the start or exit.I

corks finest

paddy19 wrote: »

IMHO EIR are fine except when something goes wrong, especially with billing.

For most customers, the product works fine, the problems are normally at the start or exit.I

Always but always at exit

corks finest

RandomViewer wrote: »

EIR are a mystery, no one else could be so poor at absolutely everything , Cant understand how Comreg just don't pull their licence

Eir equals pain

corks finest

RandomViewer wrote: »

EIR are a mystery, no one else could be so poor at absolutely everything , Cant understand how Comreg just don't pull their licence

Since moving to VF it's like a different planet from eir, yes problems do happen but they are addressed,no left hanging for hours/ weeks etc,at gunpoint or even for free I would not go to eir again

GrumpyMe

I'm a VF customer.

When I signed up with VF, Eir showed up and installed.

Whenever I've an issue (extremely rare) I call VF and Eir (promptly) turn up and fix the issue.
I could get the same product from Eir at less cost, a lot less.
After all it is a "rebadged" Eir product.

There is not a hope in hell I would ever switch to Eir - never!

paddy19

Openeir is a separate division of Eir that maintains the broadband networks
for all the companies VF, Sky, Pure etc where they use the old Eircom system and FTTH.

enno

€200 "excess broadband charges" on eir phone bill received in today's post.

Customer support explained it as due to a fault in the billing system which aplied a FUP surcharge, despite FUP having been abandoned in 2018, and assured me that it was corrected as we spoke. We'll see what happens on the direct debit date.

Thanks @GrumpyMe for advice upthread on reversing DD -- I hope I won't need to do anything.

stronglikebull

https://www.boards.ie/discussion/comment/118455028#Comment_118455028

You should ask them to send you an updated bill. In fact, you shouldn't have to ask for that, it should just happen. But since this is eir...

Seth Brundle

But since this is eir...

Since this is eir, people should really be using any other provider - have people not learnt by now that this company shows nothing but contempt for its customers?

Doodah7

https://www.boards.ie/discussion/comment/118456511#Comment_118456511

On the contrary, this happened me before and they wiped it off my next bill. I was nice and pleasant, they were nice and pleasant and everything was fine. Only yesterday I had a billing error and the very helpful CS rep. sorted it without any fuss.

And no I don’t work for eir.

Been with eir 3 years. Signed up for another 2.

Never had an issue with them.

Currently paying e45 for 500mbps ftth, landline and 2 sim only mobiles.

dxhound2005

https://www.boards.ie/discussion/comment/118455028#Comment_118455028

Some people could be on a "legacy" contract from before 2018. Last year I discovered I was, when I was hit with a €65 excess. Turned out it was up to me to contact them to get an upgrade, which I did. That is my recollection of the terms and conditions I looked up at the time. Did a new contract over the phone, which is the non FUP 2018 onwards version. Have never gone over the old limit since to see if it is actually in place. Never got the €65 back.

Degag

https://www.boards.ie/discussion/comment/113525334#Comment_113525334

Comreg are fairly useless too if my dealings with them are anything to go by.

corks finest

Agreed but at least if u go through the motions and if owed money etc from eir or you require a recorded conversation that they refuse or mysteriously lose

they calve when they know comreg are involved