Call waiting times & Web chat availability

coreb_KK · 07-03-2019 11:28am

The call waiting times are ridiculous.
It's now over 30 minutes that I am on hold waiting to talk to someone in the Loyalty Team.

It's nothing but bad reports posted online about eir

skydish79 · 07-03-2019 8:13pm

Been over a week now and still 30 minute delays on hold

paddy19 · 07-03-2019 9:06pm

I'll wait 15 minutes max to give a supplier my hard earned money.

After that it's email. Suppliers hate email because you are in control of the process.

Eir hate it because each numbered complaint goes in the stats against them.

Email:

ccm@eir.ie

with a complaint about call waiting and whatever issue you have. Include, account number, name address, dob and you as account holder.

Request an official ComReg complaint number. They won't want to give it to you but keep after them.

No satisfactory solution within 10 days escalate to ComReg at

consumerline@comreg.ie

It works, or you can keep listening to the lovely Eir tunes....

meep · 08-03-2019 5:17pm

This page indicates call center is open Mon - Sat 8.00Am - 6.00 pm

https://www.eir.ie/about/contact/

I called last Saturday, they were closed. I called at 4.00pm today. They were closed.

How are you supposed to conduct business that cannot be done in-store or via web chat?

And this thread was opened at the end of 2018????

meep · 08-03-2019 5:20pm

And I just got this doozy from web chat....

[font=Arial, sans-serif]Sorry for the inconvenience , I would request you to call 1901 or 1800303458 and they will help you renew it , I dont have the access to renew account . Please call them tomorrow morning at 9am and you will be able to connect easily as the queue would be low. You can also write a letter on this address to renew your account .[/font]

[font=Arial, sans-serif]The Cancellations Team,[/font]
[font=Arial, sans-serif]eir, Floor 2,[/font]
[font=Arial, sans-serif]1 Heuston South Quarter,[/font]
[font=Arial, sans-serif]St. John’s Road,[/font]
[font=Arial, sans-serif]Dublin 8 D08 A9RT[/font]

[font=Arial, sans-serif]Write a letter.[/font]

[font=Arial, sans-serif]WHAT????????????????????????????????????????????????????????????????[/font]

paddy19 · 08-03-2019 6:19pm

You may think that you're exercised enough....
but Eir want to help walk off all that anger you've built after giving you the runaround.

Look at all the exercise you'll get with the Eir six step:

type up letter,
print letter,
get envelope,
get a stamp,
walk to post box,
post letter.

(This of course assumes that you have a stamp, otherwise it becomes the Eir 7 step only operational between the hours of 9 to 5.30 Monday to Friday).

You do run the risk that Eir may not acknowledge that they got the letter since you didn't register it. In this case you get to do the Eir six step a second time. Lucky you.

If you don't need the exercise you could just send a formal complaint, requesting an official tracking number, via this new fangled email thing to

ccm@eir.ie

and if Eir don't resolve the issue within 10 days sending an email to ComReg at

consumerline@comreg.ie

Your choice the Eir six/Twelve step or the ComReg two step.

ppn · 08-03-2019 10:11pm

paddy19 wrote: »

You may think that you're exercised enough....
but Eir want to help walk off all that anger you've built after giving you the runaround.

Look at all the exercise you'll get with the Eir six step:

type up letter,
print letter,
get envelope,
get a stamp,
walk to post box,
post letter.

(This of course assumes that you have a stamp, otherwise it becomes the Eir 7 step only operational between the hours of 9 to 5.30 Monday to Friday).

You do run the risk that Eir may not acknowledge that they got the letter since you didn't register it. In this case you get to do the Eir six step a second time. Lucky you.

If you don't need the exercise you could just send a formal complaint, requesting an official tracking number, via this new fangled email thing to

ccm@eir.ie

and if Eir don't resolve the issue within 10 days sending an email to ComReg at

consumerline@comreg.ie

Your choice the Eir six/Twelve step or the ComReg two step.

+1 for Comreg. Excellent service. Never got a complaint resolved so fast than with these guys!

inocybe · 11-03-2019 10:54am

Pistachio wrote: »

It's 2 weeks since I first attempted to make contact with Eir in order to find out the end date of an elderly relatives exorbitantly expensive contract. I tried webchat who told me only a rep on 1901 could assist. I've spent way too much time holding and still haven't spoken to anyone. eir: Grainne gave me an email address, I emailed and sent all the required information on 25th Feb, I have still not even received an acknowledgement of my email. Just tried 1901 again for about the 10th time but of course everyone goes home at 6pm. It's pathetic.

Try the webchat again, I got my contract end date from them after a bit of badgering. You might have to have your relative with you so that you can confirm that you are the contract holder.

skydish79 · 11-03-2019 11:31am

Waiting times still over 30 minutes

tuxy · 11-03-2019 12:41pm

skydish79 wrote: »

Waiting times still over 30 minutes

So not over 60 mins like it was? Progress?

skydish79 · 11-03-2019 8:39pm

tuxy wrote: »

So not over 60 mins like it was? Progress?

Been 2 weeks now at over 30 minutes waiting

Chattymummy · 12-03-2019 10:33am

DONT bother using webchat, spent over a week chatting online to be disconnected each time and told problem resolved even though there was a problem on my line each time.. I always thought you needed to ring the 1890 # to contact tech support. Saturday came and I had no internet connection and modem was not responding, I phoned 1901 and Collette said there was actually switches off in the exhange and arranged for engineer to come out, he arrived yesterday at 9.10 and all resolved...
Surprised at eirs great customer services is understatement haha..

Moral of story do not bother with webchat.. Absolutely useless..

Zak Flaps · 12-03-2019 6:21pm

was just on hold for 27 minutes, then i was disconnected...a joke....so i have to f*cking
pay for that call????

paddy19 · 12-03-2019 11:01pm

inocybe wrote: »

Pistachio wrote: »

It's 2 weeks since I first attempted to make contact with Eir in order to find out the end date of an elderly relatives exorbitantly expensive contract. I tried webchat who told me only a rep on 1901 could assist. I've spent way too much time holding and still haven't spoken to anyone. eir: Grainne gave me an email address, I emailed and sent all the required information on 25th Feb, I have still not even received an acknowledgement of my email. Just tried 1901 again for about the 10th time but of course everyone goes home at 6pm. It's pathetic.

Try the webchat again, I got my contract end date from them after a bit of badgering. You might have to have your relative with you so that you can confirm that you are the contract holder.

"Grainne gave me an email address, I emailed and sent all the required information on 25th Feb, I have still not even received an acknowledgement of my email."

What email address was supplied?

Willing to bet it was not ccm@eir.ie which is the ComReg agreed address for complaints.

This ccm email address is monitored and the number of complaints received reported on a quarterly basis by ComReg.

That's why it works.
It always amazes me the massive reluctance of eir to give out email addresses.

Lots of companies use email to log and track complaints.

It would seem a lot simpler and amore effective use of resources instead of having reps sit and dodge calls.

tuxy · 13-03-2019 2:05am

It would seem that Eir is currently using comreg to help solve customers issues. Only the ones that comreg receive are taken seriously. Almost as if comreg is taking up some of the slack from Eir being understaffed.
I take it comreg is funded by the tax payer and not the telcos?

ppn · 13-03-2019 2:27am

[font=Verdana,Arial,Helvetica,sans-serif]consumerline@[/font][font=Verdana,Arial,Helvetica,sans-serif]comreg.ie[/font]

The only way to get a response and a result it would seem.

tuxy · 13-03-2019 2:34am

Don't you need a formal complaint number from eir before you can contact comreg?

paddy19 · 13-03-2019 4:17am

tuxy wrote: »

Don't you need a formal complaint number from eir before you can contact comreg?

No.

You just need to be able to show no response to your email after 10 days , sent to ccm@eir.ie.

Berty · 13-03-2019 4:54pm

To be fair Comreg will also give you a little bit of a run around as well as I'm sure they're exasperated sending through issues to Eir. You will eventually get them to carry the case and to be fair Eir will respond quickly. It seems to be one of the only suitable options to get Eir to pay attention to your grievances.

They're not in Comregs good books either:

https://fora.ie/eir-comreg-contracts-4536738-Mar2019/

tuxy · 13-03-2019 5:12pm

They are never in Comregs good books. Comreg frequently fine Eir, Eir pays no heed to the advice and just pays the small fine.

Same with the ASAI only they can't fine Eir just make recommendations that Eir and other operators ignore.

bluetractor · 13-03-2019 5:25pm

tuxy wrote: »

It would seem that Eir is currently using comreg to help solve customers issues. Only the ones that comreg receive are taken seriously. Almost as if comreg is taking up some of the slack from Eir being understaffed.
I take it comreg is funded by the tax payer and not the telcos?

Since when has comreg being funded by the taxpayer?

Certainly in their 2017 report all their funding came from a levy on communication companies and licensing premium rate numbers and a couple of other sources, but no tax payer contribution, unless you know different to the published annual report of comreg?

as for waiting times on eir - It was 42 minutes today.

In any other company the person who decided to close the outsourced call centres before starting to employ new inhouse staff would be dismissed immediately for gross incompetence.

But maybe this is the French way of doing things?

ppn · 13-03-2019 10:54pm

tuxy wrote: »

Don't you need a formal complaint number from eir before you can contact comreg?

Surely that's the main reason to contact comreg? Because you can't even get in contact with Eir to get a reference number from them in the first place. That was my experience anyway. Couldn't rate comreg highly enough!

picturehangup · 14-03-2019 3:33pm

ppn wrote: »

tuxy wrote: »

Don't you need a formal complaint number from eir before you can contact comreg?

Surely that's the main reason to contact comreg? Because you can't even get in contact with Eir to get a reference number from them in the first place. That was my experience anyway. Couldn't rate comreg highly enough!

Yes, my issue was finally sorted out.. going on and on since last September/Oct remember.. by Comreg. Was dealing with a gent by the name of Aaron. Can't speak highly enough about Comreg. From not being able to contact Eir, money diverted to an old Telecom Eireann account, which Eir could not trace, despite me having receipts, to prove otherwise, to inflated bills, and continued bills despite being out of contract, not being able to get a locking code.Nobody to talk to anywhere, calls closed down, no webchat satisfaction... It went on and on. God, my blood pressure was sky high. Was actually prepared to face them in court, no problem. Finally got a final email from Eir which told me the case was now closed.

ComputerTech · 18-03-2019 11:19am

Hi All

Can I being the following information to your attention. Its to do with your "CONTRACT" with Eir, should anyone find that theirs Eir Bill increased and you got "NO NOTICE" of this change ... just a price hike. The article is taken from "The Journal.ie" as of Thur the 14th of March 2019 with the heading: "ComReg has called out Eir over how it modifies contracts" ... I hope that this will help someone here given the nightmare just trying to get in contact with Eir over the last weeks. This is the link to that article: https://www.thejournal.ie/eir-comreg-contracts-2-4541479-Mar2019/
If this applies to you in anyway, contact COMREG on 01-8049600 and make a formal issue out of it. So you will have them "onside with you" at least you won't feel alone and that no one is listening!! .... they are GREAT. Hope it helps

cenahs · 18-03-2019 3:46pm

Called to change my account back in January, spent over 1 hour waiting on the phone. Checked my bill and the old amount is still being charged two months on. Tried webchat - waste of time. Time to contact comreg I guess.

eir: Grainne · 20-03-2019 11:22am

cenahs wrote: »

Called to change my account back in January, spent over 1 hour waiting on the phone. Checked my bill and the old amount is still being charged two months on. Tried webchat - waste of time. Time to contact comreg I guess.

Hi cenahs,

Sorry to hear your price has not updated.

Could you PM the following details and I will look into this?
1. Registered Name
2. Registered Address
3. Account Number
4. DOB
5. Are you the Account Holder?

Thanks,
Grainne

Call waiting times & Web chat availability

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