@ eir reps - FUP and caps

ninja 12 · 22-09-2018 05:33PM

Dcully wrote: »

Why can they do it automatically and eir cannot?
I rather not risk having a stroke induced by eirs inept support.

It's a bit odd alright

Surely it shouldn't be too complicated to just remove the cap from all accounts , also wouldn't it be easier on eir's systems in the long run not to have to monitor the usage of a select group of customers ?

gerard1970 · 24-09-2018 10:29AM

ninja 12 wrote: »

Dcully wrote: »

Why can they do it automatically and eir cannot?
I rather not risk having a stroke induced by eirs inept support.

It's a bit odd alright

Surely it shouldn't be too complicated to just remove the cap from all accounts , also wouldn't it be easier on eir's systems in the long run not to have to monitor the usage of a select group of customers ?

Agreed, but based on other posts here, people who exceed the 1TB FUP - including me - would appear to be a handy little earner for eir, so why would they want to cut off this revenue stream?

jaykay2 · 24-09-2018 10:42AM

gerard1970 wrote: »

ninja 12 wrote: »

Dcully wrote: »

Why can they do it automatically and eir cannot?
I rather not risk having a stroke induced by eirs inept support.

It's a bit odd alright

Surely it shouldn't be too complicated to just remove the cap from all accounts , also wouldn't it be easier on eir's systems in the long run not to have to monitor the usage of a select group of customers ?

Agreed, but based on other posts here, people who exceed the 1TB FUP - including me - would appear to be a handy little earner for eir, so why would they want to cut off this revenue stream?

Exactly what I thought. For the likes of us power users, we will go to the bother of trying to get our cap removed whereas others will just have the direct debit come out every month and not even realize.

Shady practices to be honest. Remove the cap for all.

Peppa Cig · 24-09-2018 10:51AM

They will remove cap for all once the amount of people switching provider outweighs revenue stream for excess cap charges - not until then.

I will have switched provider long before then. Checkout Airwire. No cap and excellent customer service.

ninja 12 · 24-09-2018 10:52AM

gerard1970 wrote: »

ninja 12 wrote: »

Dcully wrote: »

Why can they do it automatically and eir cannot?
I rather not risk having a stroke induced by eirs inept support.

It's a bit odd alright

Surely it shouldn't be too complicated to just remove the cap from all accounts , also wouldn't it be easier on eir's systems in the long run not to have to monitor the usage of a select group of customers ?

Agreed, but based on other posts here, people who exceed the 1TB FUP - including me - would appear to be a handy little earner for eir, so why would they want to cut off this revenue stream?

jaykay2 wrote: »

gerard1970 wrote: »

ninja 12 wrote: »

Dcully wrote: »

Why can they do it automatically and eir cannot?
I rather not risk having a stroke induced by eirs inept support.

It's a bit odd alright

Surely it shouldn't be too complicated to just remove the cap from all accounts , also wouldn't it be easier on eir's systems in the long run not to have to monitor the usage of a select group of customers ?

Agreed, but based on other posts here, people who exceed the 1TB FUP - including me - would appear to be a handy little earner for eir, so why would they want to cut off this revenue stream?

Exactly what I thought. For the likes of us power users, we will go to the bother of trying to get our cap removed whereas others will just have the direct debit come out every month and not even realize.

Shady practices to be honest. Remove the cap for all.

Indeed ,

It's a handy little earner alright .

Why should a long time customer spend time checking download stats when new customers aren't restricted in the same way ?

Below , I've attached a screenshot of my usage that I literally just took in the last few minutes .

Today is the 24th , it was last updated on the 22nd , so it's proof that the download stats page is unreliable and not fit for purpose .

September has been a slow month for me , but near the end of last month I was checking the download stats every day trying to avoid going over the limit .

As a long standing customer , it is neither fair or acceptable .

gerard1970 · 24-09-2018 11:32AM

Maybe an email to Charlie Weston, Conor Pope or even a call to Liveline would be a way to reach out to eir customers who have FTTH and also have the 1TB FUP to get them to check their direct debits to see how much they're being charged.

Soarer · 26-09-2018 02:17PM

Currently waiting exactly 30 minutes for them to answer the phone!

Soarer · 26-09-2018 02:22PM

Soarer wrote: »

Currently waiting exactly 30 minutes for them to answer the phone!

Just got cut off after 34:45, without anybody answering the phone!

ninja 12 · 26-09-2018 02:22PM

Soarer wrote: »

Currently waiting exactly 30 minutes for them to answer the phone!

Stick with it .

I got the cap removed from my account

Typing it up at the moment (I'm on my phone)

ninja 12 · 26-09-2018 02:41PM

I initially started this thread on the 27th of July , but now , at last , my download cap is no more :D

I am no longer subject to eir's fair usage policy

I did not have to upgrade my bundle , nor did I have to add a service like eir TV or a mobile phone to my contract .

I didn't want to mention it here until it was sorted and confirmed .

Over the last few days I've been in touch with eir customer care and have managed to remove the cap from my account .

Basically I've been told that there is a way of removing the cap for existing customers without upgrading .

What eir were able to do was downgrade my package from eir fibre extreme 300 to eir fibre extreme 150 .

Once that was done I got a confirmation email to say I was now on the 150 package .

24 hours later (yesterday evening ), I was moved back to the eir fibre extreme 300 package (along with a confirmation email ), with the same price as before , with same contract length as before (same terms and conditions as before , just no FUP )

The only difference is that I have no FUP or usage cap applied to my contract .

Apparently , downgrading from one bundle to another for 24 hours and back again is enough to trigger the eir system to remove the cap for existing customers .
(If you are going to try this , confirm with eir before you commit to any changes on your account - don't blame me if something goes wrong

. )

The eir customer care team members I were talking to said this procedure only came in in the last few days / week .

A phone call to eir customer care confirmed that I am no longer subject to the cap

It took several attempts to get through to somebody who could help , the first couple of people wanted me to add a mobile or TV package , but I kept trying until I got through to the right people

sierra117x · 26-09-2018 03:22PM

So currently on the phone to Eir after reading some of the advice here. eventually i got through and thankfully didn't get through to the same tosspot as earlier. Twice I got through to the same person who after 20/30 minutes of conversation I got nowhere with.

Currently on hold with a chap who literally cut me off in the first 30 seconds to say hes removing it as he read the notes. Told me he cant speak for other reps but doesnt understand why they didnt remove it as they have a policy of waving it for first time offenders. Also looking into removing the data cap for me. It will cost 3.99 extra per month but totally worth it in my eyes. better 40 euro spread out throughout the year than 80 euro each month i go over. not to mention i wont have to be on the line for 2/3 hours again

Soarer · 26-09-2018 03:27PM

Great stuff ninja.

From my side of things...

Got through after 29 minutes of waiting, after being cut off after 34 minutes previously!

Got through to a girl in Cork, explained about my bill, about new "truly unlimited broadband", and about "Tracey" here on boards saying we can be switched.

She put me on hold for about 2 minutes while she spoke to the technical department, and when she came back, she said I'd been switched over!

While she was talking, a confirmation email* binged though on the phone. She also left a note on the account stating I was now on truly unlimited, and no FUP applies.

Still going to cancel though. Too much of a coincidence the way things panned out.
Also gonna cancel my direct debit, and they're gonna wait for their money for a change.

* - The email doesn't look anything different to the one I originally received last December. But it is what it is.

ninja 12 · 26-09-2018 05:34PM

So ,

This is what I see now when I log in and view my usage -

The allowance used is now blank :D

I came pretty close to going over the limit last month (just under 950GB) .

At least now I don't have to worry about being penalised .

I still don't understand how or why eir can't remove the cap for all customers automatically .

After all , Airwire can do it even though they use the eir network :rolleyes:

I hope everybody else gets sorted :)

tuxy · 26-09-2018 05:37PM

If you check your post from the 20th you can see allowance used is also black.
Had you the FUA removed at that date?

ninja 12 · 26-09-2018 05:45PM

tuxy wrote: »

If you check your post from the 20th you can see allowance used is also black.
Had you the FUA removed at that date?

I never noticed that until you posted :pac:

Looking back at earlier screenshots it looks like that bit was always blank .

By brain isn't working at full speed today (the joys of migraine :mad: )

The FUA was only removed yesterday/today and I have been assured by the eir team that it has definitely been removed from my account .

tuxy · 26-09-2018 05:49PM

I had hoped the was some way that customers could check to be sure.
Isn't the FUP in your contract? Can Eir customers read their contract somewhere?

ninja 12 · 26-09-2018 06:32PM

tuxy wrote: »

I had hoped the was some way that customers could check to be sure.
Isn't the FUP in your contract? Can Eir customers read their contract somewhere?

Maybe you can request a copy ? I'm not sure.

It's been confirmed by two different people in eir that the cap has been removed from my account .

paul29163 · 26-09-2018 08:53PM

ninja 12 wrote: »

Maybe you can request a copy ? I'm not sure.

It's been confirmed by two different people in eir that the cap has been removed from my account .

Same here, had it confirmed that cap was removed but cannot see it in "writing", just waiting for next bill. ðŸ˜°

Doodah7 · 26-09-2018 09:37PM

Just to mention that I just checked my usage and Product Allowance says unlimited and Allowance Used is blank. But I didn't contact eir?? Maybe they are now moving existing customers over??

tuxy · 26-09-2018 09:46PM

Doodah7 wrote: »

Just to mention that I just checked my usage and Product Allowance says unlimited and Allowance Used is blank. But I didn't contact eir?? Maybe they are now moving existing customers over??

That's the way it has always been. Everywhere you look it will say unlimited or leave a blank but there is a FUA hidden away in a contract you never get to see.

ninja 12 · 26-09-2018 10:13PM

Doodah7 wrote: »

Just to mention that I just checked my usage and Product Allowance says unlimited and Allowance Used is blank. But I didn't contact eir?? Maybe they are now moving existing customers over??

When did you sign up to eir fibre ?

If it was before July you have a FUP and cap applied to your contract .

If you only signed up during / after July you should have no cap (depending on the date ).

The usage checker always said "unlimited" but the fine print said "FUP of 1TB "

That was the whole reason I started this thread , new customers had no restriction but older customers did

Dcully · 27-09-2018 11:35AM

35 mins to get to talk to someone in customer care, i get through and they tell me they cannot remove the download cap,, FFS im trying to get this sorted for weeks.
I ask to speak to someone who can actually help me and im now sitting on hold ----

Soarer · 27-09-2018 11:53AM

Dcully wrote: »

35 mins to get to talk to someone in customer care, i get through and they tell me they cannot remove the download cap,, FFS im trying to get this sorted for weeks.
I ask to speak to someone who can actually help me and im now sitting on hold ----

I got it done straight away yesterday (after a 50+ minute wait for an answer!).

Mention Tracey here on Boards.

Dcully · 27-09-2018 11:56AM

They are telling me they have to change me to another package then back again ? similar to ninja,, this the norm now?
Im still talking to customer care, im terrible at multitasking.

Got an email confirmation of a change to service a few mins ago, im hoping this is standard now and ill get a new email confirming change back and totally unlimited,, seems a weird way to activate totally unlimited.

ninja 12 · 27-09-2018 12:30PM

Dcully wrote: »

They are telling me they have to change me to another package then back again ? similar to ninja,, this the norm now?
Im still talking to customer care, im terrible at multitasking.

Got an email confirmation of a change to service a few mins ago, im hoping this is standard now and ill get a new email confirming change back and totally unlimited,, seems a weird way to activate totally unlimited.

Yeah , I was dropped down to the Fibre Extreme 150 package for 24 hours .

I then got put back on my original Fibre Extreme 300 package with the same term and conditions as before , but the temporary change of bundle is enough for the system to trigger removal of the cap/FUP .

A bit of a roundabout way of doing things (especially as Airwire have automatically removed the cap for all of their customers ) , but if it works it's worth it :)

Dcully · 27-09-2018 12:39PM

Cheers ninja,the girl i spoke to knew nothing, went away after i got a bit skorpy and came back full of knowledge 10 mins later.
Hope this works now.

Buttros · 27-09-2018 01:03PM

My bill is about 80 (140 vs 60)eur more than usual but can't log in via the app to see it itemized. It has to be to do with fup as I used over 1tb last month thinking i was unlimited until I saw this thread. Could be partially to do with special offers expiring but can't log in to find out. Away from home at the moment so can't check on a pc and can't ring customer care. I'll sort it out when I'm home I suppose.

Decoda · 27-09-2018 01:28PM

22 Minutes before I got through, mentioned that I would like to remove the FUP Cap from my account...."no problem sir, this will take a couple of minutes to set up and 24 hours to be implemented......" 3 minutes later all done, upgraded to 300mb bundle before I will be downgraded back to my 150mb bundle this time tomorrow.

She knew all about the procedure and was extremely professional.

Start calling 1901 folks (even though EIR should be implementing it automatically for all existing customers), it looks like Customer Care have finally been informed of the correct procedure......took them long enough.

D.

Dcully · 27-09-2018 01:46PM

I got another email an hour after the first one.same as previous but higher monthly cost stated.
Getting concerned now as I thought I'd get a single email initially then another after 24 hours.

tuxy · 27-09-2018 01:56PM

Now that airwire is totally uncapped and offer great customer service what's keeping everyone that's out of contract with Eir?

@ eir reps - FUP and caps

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