Eir sport App (Green) not casting to Chromecast since chromecast update

Pangea · 04-03-2019 08:34PM

Not casting for me either, like someone else said I got error 15 or something like that.

theoneeyedman wrote: »

ComReg should shut down these premium calls.

Some info here from Comreg
https://www.newstalk.com/news/new-measures-to-end-overcharging-for-premium-phone-numbers-490135

wonski · 04-03-2019 08:44PM

Pangea wrote: »

Not casting for me either, like someone else said I got error 15 or something like that.

Some info here from Comreg
https://www.newstalk.com/news/new-measures-to-end-overcharging-for-premium-phone-numbers-490135

Nice, but they are still being charged out of bundle until the end of the year.

At least some progress. I got caught few times on 076 thinking it's just local number (Avantcard uses it I think)

eir: Grainne · 05-03-2019 12:10PM

spoofer wrote: »

eir: Grainne wrote: »

Hi spoofer,

Could you follow the steps outlined in this link this will ensure that you have the chromecast set up correctly?

If this does not work I would advise doing a factory reset. Details on how to do that can be found here

Let me know if this works.

Thanks,
Grainne

Gráinne
I have done a factory reset on the chromecast and reinstalled the app to no avail. Other apps that cast work fine. It's just the eir app that has the issue.

RickyBobby1 wrote: »

Grainne,

Im sure your trying to help but all the steps you have said to do dont work...

I finally got hold of an honest eir agent after several phone calls...he said they kmow its not working and they are working on a "fix" with no update or date in mind for when it will be fixed.

You need to get someone to come back with something for all your customers effected..you cant honestly expect us to continue paying for a service we are not getting.

The sports channels were a big selling point for me and sounds like most other customers.

You need to come back with some sort of compensation package along with an honest update...Will be fixed and if so...when??

Deleted User wrote: »

Hi Eir,

Same issue here on 2nd generation chromecast. I can watch it fine on the phone but it will not cast.

The level of contempt shown for the intelligence of eirs customers in this thread is incredible.

How much more clearly can we demonstrate that this is a problem with the eir app and not the chromecast.

The app needs to be updated and nothing short of that will fix this issue.

Please reply with an ETA on when the app will be updated?

Breezer wrote: »

RickyBobby1 wrote: »

Grainne,

Im sure your trying to help but all the steps you have said to do dont work...

I finally got hold of an honest eir agent after several phone calls...he said they kmow its not working and they are working on a "fix" with no update or date in mind for when it will be fixed.

You need to get someone to come back with something for all your customers effected..you cant honestly expect us to continue paying for a service we are not getting.

The sports channels were a big selling point for me and sounds like most other customers.

You need to come back with some sort of compensation package along with an honest update...Will be fixed and if so...when??

I'd like to add my voice to this. Very unhappy about this poor level of customer service. I am nearly out of contract with Eir. I had planned to keep it, and pay the extra, for Eir Sport, but there is little point if I can't watch matches on my TV.

If an update isn't released in the near future I will moving service provider and using the savings to enjoy matches in the local pub.

KReid wrote: »

I'm absolutely shocked by the levels of ineptitude from Eir, whatever about their overall service, There are endless complaints about the apps, neither of which seem to actually work. The complaints are as basic as not being able to log in yet Eir don't seem to have answers for people and are filtering them into contacting the Technical team. It's an absolute disgrace they are allowed to get away with offering something they clearly have no intention of providing a suitable service.

gerryc100 wrote: »

Hi guys, been having the same issue as described.
Has there been a patch sent thru to anyone yet?
very annoying issue and not getting much joy with online support or on calls.

Thanks,

Hi All,

I have been advised that you all will need to uninstall chromecast on your device and then re-install.

If this does not work I will need to get your account details and what phone you have and I will escalate this to the relevant team.

Thanks,
Grainne

daddy_boy · 05-03-2019 12:33PM

eir: Grainne wrote: »

gerryc100 wrote: »

Hi All,

I have been advised that you all will need to uninstall chromecast on your device and then re-install.

If this does not work I will need to get your account details and what phone you have and I will escalate this to the relevant team.

Thanks,
Grainne

at the risk of appearing stupid! do you mean

1. Remove chromecast from my TV.
2. Remove chromecast from my phone ?
3. Remove chromecast from my Tablet ?
4. Remove chromecast from my PC ?
5. Unplug the chromecast from my TV ?

or all of the above

Please could you clarify.

jgbyr · 05-03-2019 12:38PM

If chromecast is working with every other app ie Netflix, RTÉ etc, then even after uninstalling, reinstalling & still the Eir app isn't working, it has to be the app!!

daddy_boy · 05-03-2019 01:07PM

jgbyr wrote: »

If chromecast is working with every other app ie Netflix, RTÉ etc, then even after uninstalling, reinstalling & still the Eir app isn't working, it has to be the app!!

i was curious to see what Eir would say, as the chromecast is a streaming media adapter, (hardware) but the software - google cast is built into the android OS and can only be removed by rooting the phone and is a complicated process.

But as you have pointed out all the other streaming apps netflix etc still work OK..

Killer_Paul · 05-03-2019 04:53PM

Offloaded app on iOS and reinstalled and it seems to be working again 😝

pg17 · 05-03-2019 06:40PM

For what it is worth - I am not a frequent user of eir Sport but just tried it now using a Lenovo Android tablet and a Stage 2 Chromecast - it worked fine although the video quality was pale and lacked contrast.

Killer_Paul · 05-03-2019 07:47PM

Killer_Paul wrote: »

Offloaded app on iOS and reinstalled and it seems to be working again 

Spoke too soon! Should have left up my original edit, app not working again, tries to cast, screen goes black and nothing happens...

Donegal Storm · 06-03-2019 12:17AM

Still not working, and I have no idea what uninstalling Chromecast means, it's a dongle you plug into your tv, whats are we meant to uninstall..?

jgbyr · 06-03-2019 04:54PM

I contacted Eir Technical support online earlier.
They are aware of the issue.

Customer Representative Shubham said :
"There is a outgoing technical issue on eir sports in chrome cast. However our team is working on it and it will be resolve as soon as possible. I apologize for the inconvenience."

I asked about a time frame to resolve the issue:

"I am sorry as there is no time frame confirmed by our team but we will resolve it as soon as possible."

Red Silurian · 06-03-2019 06:41PM

eir: Grainne wrote: »

Hi All,

I have been advised that you all will need to uninstall chromecast on your device and then re-install.

If this does not work I will need to get your account details and what phone you have and I will escalate this to the relevant team.

Thanks,
Grainne

Hi Grainne

I have 2 very important questions that I would like you to answer... Could you please ensure that you answer me this time rather than skip over me...

1. Do you understand what a Chromecast is? I feel if you did you wouldn't be advising us to "uninstall" this piece of hardware from our devices... If you feel you don't understand our grievances would it be possible for somebody with an understanding of the issue to take over from you on this thread?

2. Last Saturday a representative of Eir informed me that the issue would be fixed by an update to the app, see attached... Why are you advising differently and can you confirm why I was blatantly lied to on Saturday by your representative?

Many thanks in advance

JTMini · 06-03-2019 09:59PM

Do NOT reinstall Chromecast or anything on your phone! There is a problem with the Eir Sport App which will only be fixed by the Eir app developers.

I FINALLY got through to someone in Eir Technical support who was willing to talk about this and seemed to know something about it - 4 previous contacts had told me to ring Technical Support who hadn't previously answered! He mentioned a problem with nodes and that they were expecting a further update this week. While the technician apologised for the recent general failure of support there doesn't appear to be any great rush to get this particular problem sorted.

Pangea · 06-03-2019 11:06PM

Lads just had to watch one of the great champions league matches on my phone, get the chromecast sorted.

eir: Grainne · 07-03-2019 11:38AM

colmtheperson wrote: »

eir: Grainne wrote: »

Hi All,

I have been advised that you all will need to uninstall chromecast on your device and then re-install.

If this does not work I will need to get your account details and what phone you have and I will escalate this to the relevant team.

Thanks,
Grainne

Hi Grainne

I have 2 very important questions that I would like you to answer... Could you please ensure that you answer me this time rather than skip over me...

1. Do you understand what a Chromecast is? I feel if you did you wouldn't be advising us to "uninstall" this piece of hardware from our devices... If you feel you don't understand our grievances would it be possible for somebody with an understanding of the issue to take over from you on this thread?

2. Last Saturday a representative of Eir informed me that the issue would be fixed by an update to the app, see attached... Why are you advising differently and can you confirm why I was blatantly lied to on Saturday by your representative?

Many thanks in advance

Hi colmtheperson,

I can assure you I do understand what Chromecast is. The reason why I advised of uninstalling the chromecast is that my colleague in our technical team advised me of this.

In regard to the conversation, you had with the agent in our webchat team I have escalated this to the agent's team leader. My apologies you were misadvised on that chat.

Grainne

jgbyr · 07-03-2019 12:29PM

eir: Grainne wrote: »

In regard to the conversation, you had with the agent in our webchat team I have escalated this to the agent's team leader. My apologies you were misadvised on that chat.

Grainne

I was also informed yesterday by tech support that they are aware of the issue & are working on a fix. I posted the conversation yesterday.
Are all agents giving out misinformation so?

eir: Grainne · 07-03-2019 12:37PM

jgbyr wrote: »

eir: Grainne wrote: »

In regard to the conversation, you had with the agent in our webchat team I have escalated this to the agent's team leader. My apologies you were misadvised on that chat.

Grainne

I was also informed yesterday by tech support that they are aware of the issue & are working on a fix. I posted the conversation yesterday.
Are all agents giving out misinformation so?

Hi jgbyr,

Our technical team are aware of an issue with the chrome cast service with the eir Sport app.

That is why I asked in my previous post that anyone having this problem to uninstall the chromecast from your phone and re-install and if this persists to send me the account details and I can escalate them to the relevant team.

Thanks,
Grainne

jgbyr · 07-03-2019 12:46PM

eir: Grainne wrote: »

Hi jgbyr,

Our technical team are aware of an issue with the chrome cast service with the eir Sport app.

That is why I asked in my previous post that anyone having this problem to uninstall the chromecast from your phone and re-install and if this persists to send me the account details and I can escalate them to the relevant team.

Thanks,
Grainne

Thanks for the reply Grainne, but I don't understand what you mean by uninstall Chromecast. It's an inbuilt feature of the OS on the phone.
The physical device can be controlled by the Google home app but you don't need the app to cast. The actual app, ie Eir Sports links to the physical chromecast, which isn't happening.
I have uninstalled the Eir app, the Google home app & reset the chromecast physical device. It makes no difference.
To which are you referring when you say uninstall Chromecast?
Also, if they are aware of the issue, why do they need account details to resolve it?
Thanks

Killer_Paul · 07-03-2019 12:55PM

How long more before the green Eir Sports app will actually be updated and fixed?

Grainne can you also help me reset my app devices, from uninstalling and reinstalling the app it now says I have to wait till next month to register my device again even though its the same iPhone I'm using. Thanks!

Red Silurian · 07-03-2019 04:27PM

eir: Grainne wrote: »

Hi colmtheperson,

I can assure you I do understand what Chromecast is. The reason why I advised of uninstalling the chromecast is that my colleague in our technical team advised me of this.

In regard to the conversation, you had with the agent in our webchat team I have escalated this to the agent's team leader. My apologies you were misadvised on that chat.

Grainne

Hi Grainne

Thanks for the answer, can you explain or ask your colleague please how I uninstall my Chromecast (which is a physical piece of hardware currently connected to my television) from my phone?

I feel that misadvice is a common theme with customer care

Thanks

eir: Linzi · 08-03-2019 10:34AM

Killer_Paul wrote: »

How long more before the green Eir Sports app will actually be updated and fixed?

Grainne can you also help me reset my app devices, from uninstalling and reinstalling the app it now says I have to wait till next month to register my device again even though its the same iPhone I'm using. Thanks!

colmtheperson wrote: »

eir: Grainne wrote: »

Hi colmtheperson,

I can assure you I do understand what Chromecast is. The reason why I advised of uninstalling the chromecast is that my colleague in our technical team advised me of this.

In regard to the conversation, you had with the agent in our webchat team I have escalated this to the agent's team leader. My apologies you were misadvised on that chat.

Grainne

Hi Grainne

Thanks for the answer, can you explain or ask your colleague please how I uninstall my Chromecast (which is a physical piece of hardware currently connected to my television) from my phone?

I feel that misadvice is a common theme with customer care

Hi

We are aware of issues with the green eir Sport app and Chromecast - it is not working for a significant number of customers.
The issue is under investigation but we don't have a root cause or estimated fix time yet. Examples are being gathered to assist with the investigation. Apologies to our customers for the inconvenience this has caused. We want to assure you that we are working on this as a matter of high priority.

Kind regards

Linzi

wishbone · 08-03-2019 12:49PM

Chromecast works perfectly with YouTube and Netflix - it is only Eir.
It is infuriating as Eir Sports is the primary reason I chose Eir.

Not next year I tell you unless this is fixed soon!

Yet another nail in the coffin for Eir. Surely this would be high priority, the company has had enough bad press already???!!

eir: Linzi · 08-03-2019 03:41PM

wishbone wrote: »

Chromecast works perfectly with YouTube and Netflix - it is only Eir.
It is infuriating as Eir Sports is the primary reason I chose Eir.

Not next year I tell you unless this is fixed soon!

Yet another nail in the coffin for Eir. Surely this would be high priority, the company has had enough bad press already???!!

Hi wishbone

Apologies to our customers for the inconvenience this has caused. We want to assure you that we are working on this as a matter of high priority.

Kind regards

Linzi

daddy_boy · 08-03-2019 04:53PM

‘We want to be a modern, dynamic telco

that has great infrastructure,

delivers really good customer service.

– CAROLAN LENNON

https://www.siliconrepublic.com/comms/eir-ceo-carolan-lennon-interview

Sterling Archer · 08-03-2019 05:03PM

eir: Linzi wrote: »

Hi wishbone

Apologies to our customers for the inconvenience this has caused. We want to assure you that we are working on this as a matter of high priority.

Kind regards

Linzi

I will never believe Eir work on anything with high priority, it's ridiculous that this issue has been allowed to go on for so long, and the complete lack of transparency from Eir about the issue (while laughable) is what we have come to expect from Eir customer support simply because Eir have always refused to feed down information, I genuinely pity all those csr staff making 20k a year to deal with customer complaints.

Red Silurian · 09-03-2019 05:07PM

eir: Linzi wrote: »

wishbone wrote: »

Chromecast works perfectly with YouTube and Netflix - it is only Eir.
It is infuriating as Eir Sports is the primary reason I chose Eir.

Not next year I tell you unless this is fixed soon!

Yet another nail in the coffin for Eir. Surely this would be high priority, the company has had enough bad press already???!!

Hi wishbone

Apologies to our customers for the inconvenience this has caused. We want to assure you that we are working on this as a matter of high priority.

Kind regards

Linz

Hi Linzi/Grainne

I had a go at uninstalling chromecast from my phone. In order to do this I had to root my device but the eirsport app gave me an error because it doesn't work on rooted devices. Can you check with your technical team for a fix for this. As you are aware an android device can't be unrooted without reinstalling chromecast to the device. A process which, as you know, happens automatically via google play updater

Thanks in advance

RickyBobby1 · 09-03-2019 06:10PM

So I reinstalled the app even though I knew that wouldnt work.

Now It Is bringing me into a stupid thing about device management..gone beyond riduclous at this stage.

Im still waiting to hear back how we will be compensated?

Donegal Storm · 09-03-2019 08:27PM

I sent in an official complaint earlier, I'd suggest others do the same. Also escalate the complaint when they don't respond within 10 days (from previous experience they almost certainly won't) and when they don't respond to the escalation get comreg involved. At least then there's a paper trail and something to fall back on

https://www.eir.ie/logacomplaint.jsp

Escalation form on Follow Up tab
https://www.eir.ie/complaints/

Breezer · 09-03-2019 10:08PM

Donegal Storm wrote: »

I sent in an official complaint earlier, I'd suggest others do the same. Also escalate the complaint when they don't respond within 10 days (from previous experience they almost certainly won't) and when they don't respond to the escalation get comreg involved. At least then there's a paper trail and something to fall back on

https://www.eir.ie/logacomplaint.jsp

Escalation form on Follow Up tab
https://www.eir.ie/complaints/

Done:

My green Eir Sport app, which is the reason I am subscribed to Eir broadband rather than a cheaper competitor, has been unable to cast to my Chromecast device for several weeks. This is a widespread issue and is well documented in this support thread on Boards.ie: https://www.boards.ie/ttfthread/2057957930.

Your customer care representatives are suggesting customers "uninstall Chromecast from your phone", which makes no sense. I have, however, tried uninstalling and reinstalling my Eir Sport app, resetting my Chromecast, resetting my router, and using the Eir Sport app on another device.

None of the above is working. Chromecast continues to work with all other apps on my phone and iPad. The issue is clearly with the Eir Sport app.

My contract with Eir expires this month. I would be grateful if this could be addressed urgently. Eir Sport and the Chromecast functionality is the sole reason I use Eir broadband, and I will be moving to a competitor if this is not fixed.

Thank you.

schneilob · 10-03-2019 12:42PM

This is clearly a licensing issue that Eir does not appear to be able to resolve

Eir sport App (Green) not casting to Chromecast since chromecast update

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