Bought a new phone, sales rep cancelled my old account instead of migrating it

Undead · 06-11-2018 02:36PM #1

Hi.
On October 13th I paid €30 for my 30 day sim only plan.

On October 25th I bought an iPhone XS from eir Dundrum choosing the eir Mobile Connect €54.99 plan and the sales rep, instead of moving my account over, seems to have cancelled my old account and set me up as a brand new customer.

My partner bought his iPhone XS in eir Swords on the same day, and he's currently still on his 30 day SIM only plan and it won't change until the new billing period. He can see all of his previous bills for the past months and years.

This means that I paid €30 for less than two weeks service, and that I now no longer have access to my billing history for the last almost 10 years I've been with Meteor/Eir.

I've called the Dundrum store and get no answer, I've tweeted eir support and they haven't replied, the web chat is either offline or simply sits idle without any representative showing up and I was left on hold with customer care for 45 minutes only to be hung up on.

I've been a Meteor customer since I was a teenager (and I'm 28 now) and never had any problems, but now as soon as I move to my first contract which is longer than 30 days and I have a lot of hassle, and even more hassle to try and speak to someone.

I'd be strongly considering returning the phone and moving to a different network if this can't be resolved ASAP.

Thanks,
Luke.

somebody_else · 06-11-2018 06:53PM

Holly sh...t

the same crowd mess up my account !!
Instead of adding it to existing bundle they created new one which upped payment by 20 euros.

Chat refused to help as they can't change account settings, other shop can't change what the other one shop did and I've been on hold on 1905 for 40 minutes couple of times. Calling shop in dundrum is pointless as they do not pick up the phone and mailbox is full.

I've PM reps here but got no response what so ever.

I need to take another trip to dundrum (sick already)
Tom

EdgeCase · 06-11-2018 06:55PM

I had exactly the same issue when I moved to a new SIM only plan from an older one. They completely deleted my 'my eir' account, changed my account number and re-established my direct debit as if they'd never met me before!

Also my "my eir" has some ghost profile on it that I can't access. When I log in it keeps telling me there are two numbers associated with it and I can't for the life of me figure out what the second one is.

I did the changeover via the web chat, not a store.

I did get the new package and all the value and so on, but I effectively have an entirely new relationship with Eir.

Undead · 08-11-2018 09:07AM

I did finally get a reply from eir via Twitter DM, but it required me literally sending them DMs every hour or so, asking them why they were replying to other tweets but ignoring mine lol.
They weren't helpful at all, they more or less just said whoops all of your billing history can't be shown, sorry.
They suggested I email customercare@eir.ie which I have done, and now I'm just waiting on a reply. I've also sent private messages to the reps here but have got no reply either.
If they can't give me years of billing history due to one sales rep making a huge error, I'll just have to submit a full GDPR request, which will be far more painful for eir than me

.

Undead · 08-11-2018 09:10AM

I did finally get a reply from eir via Twitter DM, but it required me literally sending them DMs every hour or so, asking them why they were replying to other tweets but ignoring mine lol.

They weren't helpful at all, they more or less just said whoops all of your billing history can't be shown, sorry.
They suggested I email customercare@eir.ie which I have done, and now I'm just waiting on a reply. I've also sent private messages to the reps here but have got no reply either.

If they can't give me years of billing history due to one sales rep making a huge error, I'll just have to submit a full GDPR request, which will be far more painful for eir than me

. I'd suggest you guys do the same!
It seems quite easy to do - https://www.dataprotection.ie/docs/Making-an-Access-Request/1715.htm

EdgeCase · 08-11-2018 10:17AM

Apparently they are moving to a single billing system, so they are moving people over to 8-digit Eir account numbers instead of Meteor's system.

eir: Kyle · 08-11-2018 02:22PM

Undead wrote: »

Hi.
On October 13th I paid €30 for my 30 day sim only plan.

On October 25th I bought an iPhone XS from eir Dundrum choosing the eir Mobile Connect €54.99 plan and the sales rep, instead of moving my account over, seems to have cancelled my old account and set me up as a brand new customer.

My partner bought his iPhone XS in eir Swords on the same day, and he's currently still on his 30 day SIM only plan and it won't change until the new billing period. He can see all of his previous bills for the past months and years.

This means that I paid €30 for less than two weeks service, and that I now no longer have access to my billing history for the last almost 10 years I've been with Meteor/Eir.

I've called the Dundrum store and get no answer, I've tweeted eir support and they haven't replied, the web chat is either offline or simply sits idle without any representative showing up and I was left on hold with customer care for 45 minutes only to be hung up on.

I've been a Meteor customer since I was a teenager (and I'm 28 now) and never had any problems, but now as soon as I move to my first contract which is longer than 30 days and I have a lot of hassle, and even more hassle to try and speak to someone.

I'd be strongly considering returning the phone and moving to a different network if this can't be resolved ASAP.

Thanks,
Luke.

Hi there Undead

If you signed up in Dundrum, I would suggest going to that store and request to speak to a manager so he can rectify this there. Unfortunately this is not something we would be able to assist with here

The only other option will be contacting 1901

-Kyle

somebody_else · 09-11-2018 02:58AM

eir: Kyle wrote: »

Undead wrote: »

Hi.
On October 13th I paid €30 for my 30 day sim only plan.

On October 25th I bought an iPhone XS from eir Dundrum choosing the eir Mobile Connect €54.99 plan and the sales rep, instead of moving my account over, seems to have cancelled my old account and set me up as a brand new customer.

My partner bought his iPhone XS in eir Swords on the same day, and he's currently still on his 30 day SIM only plan and it won't change until the new billing period. He can see all of his previous bills for the past months and years.

This means that I paid €30 for less than two weeks service, and that I now no longer have access to my billing history for the last almost 10 years I've been with Meteor/Eir.

I've called the Dundrum store and get no answer, I've tweeted eir support and they haven't replied, the web chat is either offline or simply sits idle without any representative showing up and I was left on hold with customer care for 45 minutes only to be hung up on.

I've been a Meteor customer since I was a teenager (and I'm 28 now) and never had any problems, but now as soon as I move to my first contract which is longer than 30 days and I have a lot of hassle, and even more hassle to try and speak to someone.

I'd be strongly considering returning the phone and moving to a different network if this can't be resolved ASAP.

Thanks,
Luke.

Hi there Undead

If you signed up in Dundrum, I would suggest going to that store and request to speak to a manager so he can rectify this there. Unfortunately this is not something we would be able to assist with here

The only other option will be contacting 1901

-Kyle

Option to call 1901 or 1905 is invalid as I spend over an hour and 20 minutes there and according to person I spoke to they have no way to change anything on the account.
I was told that I need to switch to pay-as-you-go in the shop and then move to bill pay and hopefully then my number would end up on the same bundle as the other - which it should be on 1st place.

As per manager in the shop - this is a figure of speech as it isn't there (just left, should be here, had a meeting, alien abduction etc).
The same with supervisor on the call - nonexistent ! I was promised callback which never happened!

Tom

Bought a new phone, sales rep cancelled my old account instead of migrating it

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