Impossible to cancel Eir FTTH appointment

smogzy

As we are moving to a new house on the 22nd January where it is possible to be connected to FTTH line so I signed up with Eir Broadband and TV. The sales rep on the phone set up the account for my new address and booked me in for an installation on the 22nd January, gave me an order and account number.

A few day later I get a email stating that they are coming to install on the 22nd December, a whole month early. No problem Ill just ring them and get them to change the date....

I phone them and navigate customer services automated switchboard and then come to the part where you enter the account number. It does not work as the account is not recognised. Check several times and confirmed the account number is correct as it allows me to set up a web account. There is no option to bypass the automated system to get through and give my account number to a human.

Tried speaking to sales (who answer quickly and you get straight through to a human) and was redirected to several number which gave the same result and promised a call back which I never got. I have even tried the web form but the appointment dates don't reach far enough ahead to book the 22nd January and when they do it will be after the current appointment.

So the engineer is supposed to ring the day before the appointment but judging by Eir customer service so far I'm not confident that will happen.

It appears that after speaking to one helpful sales rep, as I currently do not receive any of their services the account number will not become valid on their customer support system, hence it does not know the account number. So as a new customer I cant get customer support. Crazy if this is true, surely it cant be?

rounders

smogzy wrote: »

As we are moving to a new house on the 22nd January where it is possible to be connected to FTTH line so I signed up with Eir Broadband and TV. The sales rep on the phone set up the account for my new address and booked me in for an installation on the 22nd January, gave me an order and account number.

A few day later I get a email stating that they are coming to install on the 22nd December, a whole month early. No problem Ill just ring them and get them to change the date....

I phone them and navigate customer services automated switchboard and then come to the part where you enter the account number. It does not work as the account is not recognised. Check several times and confirmed the account number is correct as it allows me to set up a web account. There is no option to bypass the automated system to get through and give my account number to a human.

Tried speaking to sales (who answer quickly and you get straight through to a human) and was redirected to several number which gave the same result and promised a call back which I never got. I have even tried the web form but the appointment dates don't reach far enough ahead to book the 22nd January and when they do it will be after the current appointment.

So the engineer is supposed to ring the day before the appointment but judging by Eir customer service so far I'm not confident that will happen.

It appears that after speaking to one helpful sales rep, as I currently do not receive any of their services the account number will not become valid on their customer support system, hence it does not know the account number. So as a new customer I cant get customer support. Crazy if this is true, surely it cant be?

Had a very similar issue. I was a meteor customer and Eir took over Meteor but they never took this into account when I had to enter my account number to get through to them to cancel my account. It didn't recognize my account. In my case I had to go through Comreg to get sorted

Your options are Twitter or their complaints page which is very deeply hidden on their website https://www.eir.ie/support/online-forms/log-a-complaint/


My advice, if you can avoid Eir, do. Their service is generally good but the CS is non existent

ED E

Most likely KNN will call you when theyre at the address. Just explain to them that Eir moved it up and wouldnt let you postpone.


They'll mark it no access and then you need to call Eir to schedule it again.