Eir Package change - Offered new price which they now seem not want to give any more

crocked77

In short my parents have had Eir for years and had a phone and broadband deal. The broadband was really slow so we recently got 5G broadband which while not earth shattering (especially at night).

I tried calling 3 or 4 times to get through to them but as the home number was once a business number (back in the 80's) I kept getting through to business support who could not help me. Luckily this is decided by the Eit system so you are pretty much snookered as the only option is to wait for a call back. To be fair the last guy I got through to who arranged the call back explained why it was happening but our bill has been residential for more than 30 years at this stage.

I asked could we just drop broadband and while some of the people understood it some wanted to cancel everything. I did not get a great impression of Eir support as they promised a callback which they did not do. I did however call again and they promised another call back.

This time my parents got the call and they were offered 35 euros a month for calls which is a lot less than the package they have now which is 70 euro so I thought it was sorted. They were told that would change mid October. I then asked my mother had it changed as the package on the bill looked the same and she told me that Eir had called back 2 or 3 days ago and said they should not have offered that price and if she calls on the 28th they would see what they can offer. Can we force them to keep the original price they offered verbally?

swampy353

Couple of things

Possibly hiding your caller ID when ringing eir might stop you been put through to business Support. Do this by prefacing the number you're calling with 141

If the plan is due in place in Mid October, it won't be billed until after that point. Where is your mother looking for the info?

If you are still concerned, all calls should be recorded, make contact with eir and request the call recording is reviewed

In general, I have very few people say anything good about eir customer support so it may be a case of presistance that will win thought

crocked77

https://www.boards.ie/discussion/comment/121243897#Comment_121243897

We will try the tip with suppressing caller id but I think you have to give your account or phone number as part of the automated system but it's a good shout.

I saw the bill which has the following

"Bill issue date: 13 October 2023

Rental from: 16 Oct 23 to 15 Nov 23"

So I assume calls are billed in arrears and rental and package in advance but I may be wrong. The original date my parents were told was the 15th which is why I asked why it was still the same package listed. Apparently before the 15h my parents got a call from a lady at Eir saying the person who offered the new rate should not have offered this and that they could ring back on the 28th to see what they could offer. I'm at a bit of a loss as to the significance of the 28th to be honest. I get the feeling Eir make it very difficult to change anything on purpose.