Switched from Eir to Pure - My experience with Eir customer "support"

bewareofthedog

Felt like making a thread to detail my recent interactions with Eir.

Around 14 months ago Eir contacted me to signup for Fibre as it was "available" and so I did, fast forward to Jan 1st of this year I decided to cancel the order as every month I was getting overcharged due to a split bundle. I rang Eir Jan 1st and asked them to put me on a normal vdsl contract because I was tired of all the false promises of being connected to fiber and billing issues.

Jan 1st they told me ring back in a week, Jan 7th I rang them and again I was told to ring back in a week. Another week passed I was still getting overcharged and no change had been made to my contract. Nobody ever called me back I had to constantly chase.

At the end of January I rang them again and was told finally the fiber order had been cancelled and they can place me on a normal contract. I went through the usual steps and during the call talking about contract length/price etc the home phone cuts out. That's weird I thought I guess they hung up by accident. I tried ringing them back and there was no dial tone on the phone, somehow during the call to get put onto a vdsl contract they somehow deleted my home phone profile.

I rang them up off the mobile and explained what had happened and a manager told me the guy I was talking to had made a mistake on the system and it will take a couple days for the phone to come back online, and when it does I should call back and go through the contract process again. I wait 4 days and the phone still isn't working so I ring them again and then I'm told the system needs to "reset me" completely before the contract can be sorted and then the phone will come back and everything will be fine. This was a Thursday they told me 100% the phone will be working on Monday and to ring back again.

Of course come Monday phone still isn't working, over the first 3 weeks of February I rang them at least another 10 times and never once received a call back or any real information as to why they couldn't fix the phone or put me on a proper contract. It wasn't just the incompetence I was being met with, it was this feeling of arrogance they had when talking on the phone and total lack of sympathy. ( I explained them the phone was v important for hospital calls for a sibling etc ).

Anyway end of last week I rang complaints and I was met with the same attitude from that department, the guy there wouldn't even make me a offer on a contract and wanted to charge me 50e a month for basic vdsl with basic phone package. The phone STILL wasn't working up to the 21st of February. I told them I was done dealing with them and that they are totally incompetent. In all that time, nearly 2 months nobody once from Eir ever rang me to update on the situation.

I switched to pure received the router a couple days later and one phonecall to them they had the phone with my original number back working. I just felt like venting here about my dealing with them (decades long customer) and how badly they treat people. I think it's beyond incompetence and straight up neglect their attitude towards customers, google reviews Eir vs Pure as an example. Pure connection is great, better ping and higher upload all for 35 a month with no hidden fees or increases over the year like Eir do.

Rant over 😅