Eir Customer Service

scottishriver · 22-09-2020 11:16am #1

I want to cancel my eir account as the customer service at eir is terrible.
I'm still waiting on a cancellation call a week now and trying to ring 1901 customer service is shocking wait time over a hour, and when I get through I was told to ring 1903 for customer service 1903 IS TESCO MOBILE yous can't even give the right number out.

JTMan · 22-09-2020 11:19am

Yet another examples of where there should be a law that says if you can sign up online then you must be allowed cancel online.

Cancel your direct debit at bank level. Eir will be in contact quickly thereafter and tell them that you did all you could to cancel.

Also contact Comreg.

22-09-2020 11:20am

I left eir in June and send back everything they are still sending me a bill every month since then saying I owe them over €240 now and when I try to ring there is no answer and when I put in my old account number it says I don’t have one and yet they are sending me bills, straight in the bin they go

silver2020 · 22-09-2020 11:31am

you can fill out an online cancellation. They will ring you to confirm, but it does state cancellation is 30 days from submitting the form
https://www.eir.ie/support/online-forms/cancellations/

Forget about calling them

thomas 123 · 22-09-2020 1:23pm

scottishriver wrote: »

I want to cancel my eir account as the customer service at eir is terrible.
I'm still waiting on a cancellation call a week now and trying to ring 1901 customer service is shocking wait time over a hour, and when I get through I was told to ring 1903 for customer service 1903 IS TESCO MOBILE yous can't even give the right number out.

Hey mate,

Just off the phone with eir. The agent said it looks like the last agent didn't submit the cancellation properly... Worth calling again as he agreed the 30 day notice date was the date I called initially.

MOH · 24-09-2020 3:52pm

JTMan wrote: »

Yet another examples of where there should be a law that says if you can sign up online then you must be allowed cancel online.

Cancel your direct debit at bank level. Eir will be in contact quickly thereafter and tell them that you did all you could to cancel.

Also contact Comreg.

When cancelling your direct debit with the bank, also blacklist Eir to prevent them setting up a new direct debit.

corks finest · 24-09-2020 8:32pm

scottishriver wrote: »

I want to cancel my eir account as the customer service at eir is terrible.
I'm still waiting on a cancellation call a week now and trying to ring 1901 customer service is shocking wait time over a hour, and when I get through I was told to ring 1903 for customer service 1903 IS TESCO MOBILE yous can't even give the right number out.

Com reg eventually, they are the pits, I received bills for years after leaving them( - bills but still annoying)

Sheep Shagger · 24-09-2020 10:48pm

Not sure this will make any difference, Comreg should give out heavy fines, that might teach them.

https://www.irishtimes.com/business/technology/eir-takes-on-extra-staff-as-comreg-chases-it-on-complaints-1.4362756

JTMan · 25-09-2020 5:59am

Sheep Shagger wrote: »

Not sure this will make any difference, Comreg should give out heavy fines, that might teach them.

https://www.irishtimes.com/business/technology/eir-takes-on-extra-staff-as-comreg-chases-it-on-complaints-1.4362756

Eir have used the excuse "we need to hire more staff" to solve their CS issue for at least 2 years now. Nothing ever changes.

Vodafone, Virgin and others are getting as bad as Eir with CS. They are all doing it because CS is seen largely as an expense center and Comreg let them get away with it.

Comreg should mandate metrics for adequate CS and if need met then huge fines are issued.

jack of all · 25-09-2020 6:11am

How much does ComReg cost to run each year, doesn't seem like they are capable of performing their function very well considering the longstanding issues with Eir. I am an Eir customer also and have spent hours on the phone trying to resolve issues in the recent past.

Sheep Shagger · 25-09-2020 1:23pm

jack of all wrote: »

How much does ComReg cost to run each year, doesn't seem like they are capable of performing their function very well considering the longstanding issues with Eir. I am an Eir customer also and have spent hours on the phone trying to resolve issues in the recent past.

Like a lot of agencies in this country - costly worthless toothless.

Doesn't stop them having a CEO on six figures and all the staff to go with it pushing paper around..

TheRiverman · 25-09-2020 1:46pm

There are many Eir shops in the country,can the staff in them deal with customers accounts, or are they not allowed ?

JTMan · 25-09-2020 2:20pm

TheRiverman wrote: »

There are many Eir shops in the country,can the staff in them deal with customers accounts, or are they not allowed ?

Not allowed with most issues.

corks finest · 25-09-2020 7:03pm

TheRiverman wrote: »

There are many Eir shops in the country,can the staff in them deal with customers accounts, or are they not allowed ?

Not allowed, they just hand you the phone in shop,,,,unless changed since I was with the whures

3d4life · 25-09-2020 7:09pm

TheRiverman wrote: »

There are many Eir shops in the country,can the staff in them deal with customers accounts, or are they not allowed ?

I have been told that these shops are not owned or run by Eir.

Anyone know if this is true ?

forumdedum · 25-09-2020 7:09pm

The most diabolical customer service I ever had to deal with.

RoYoBo · 25-09-2020 8:48pm

They are quite responsive on Twitter ... but they can do nothing whatsoever besides offer platitudes and tell you to ring support :mad:

They revert any queries to DM (requiring all your info) and, even though your problem is not being able to get through to CS on the phone, that option is all they can offer. It's like an online echo service!

I asked the person who tweeted a reply to my inability to get through by phone if there was anything that could be sorted on Twitter and got nothing back in response. Which is exactly what they can do via that medium ... nothing!

silver2020 · 26-09-2020 11:24am

RoYoBo wrote: »

They are quite responsive on Twitter ... but they can do nothing whatsoever besides offer platitudes and tell you to ring support :mad:

They revert any queries to DM (requiring all your info) and, even though your problem is not being able to get through to CS on the phone, that option is all they can offer. It's like an online echo service!

I asked the person who tweeted a reply to my inability to get through by phone if there was anything that could be sorted on Twitter and got nothing back in response. Which is exactly what they can do via that medium ... nothing!

most likely twitter is outsourced to a social media management company - same for many large companies

Sheep Shagger · 26-09-2020 11:49am

silver2020 wrote: »

most likely twitter is outsourced to a social media management company - same for many large companies

Yep, not really using it well well when they just point you to a legacy communication channel.

BOI do the same, used to be the marketing department who looked after it...no technical knowledge or system access to actually do anything. Eir could be inhouse and doing the same.

SeeMoreBut · 26-09-2020 12:20pm

3d4life wrote: »

I have been told that these shops are not owned or run by Eir.

Anyone know if this is true ?

I heard basically Eir staff work on business accounts and technical side of things. Joe soaps (home/mobile) is all out sourced.

I rang up to cancel and told someone will ring me back to go through the process but my 30 days start from then. I fill in the form also as don't trust them.

JTMan · 28-09-2020 7:43am

Conor Pope in the Irish Times has more Eir "customer care" horror stories here.

Unless Comreg need to do their job and DO SOMETHING.

Hubertj · 28-09-2020 7:47am

I didn’t realise Eir actually had a customer care department.

thomas 123 · 28-09-2020 11:39am

Imagine if the likes of Eir got hold of Irish water.

40 mins on hold so far to cancel my contract, got call from cancellation team Friday, couldn't take it, they rang back right away - guess that is their two attempts, shocking.

Direct debit being switched off come 30 days of my initial call.

thomas 123 · 28-09-2020 11:42am

Just a thought, I wonder if they resolved simple queries like mine first call would they have these 40 min wait time forever.

Why do their staff do it the money cant be worth back to back calls all day every day with no end ever in sight.

johnire · 28-09-2020 12:06pm

I wonder are their call centres outsourced?
And I wonder where exactly they’re based?

Sheep Shagger · 28-09-2020 12:41pm

JTMan wrote: »

Conor Pope in the Irish Times has more Eir "customer care" horror stories here.

Unless Comreg need to do their job and DO SOMETHING.

Fines, and hefty ones are the only tbing that will make eir act.

Sheep Shagger · 28-09-2020 12:42pm

johnire wrote: »

I wonder are their call centres outsourced?
And I wonder where exactly they’re based?

They bought it back to ireland of memory serves so staff (or agents) are working remotely.

corks finest · 28-09-2020 5:21pm

Hubertj wrote: »

I didn’t realise Eir actually had a customer care department.

Wrong description of a useless crowd of misfits

Macangois16 · 28-09-2020 6:54pm

So frustrating. I wrote a letter 7 weeks ago requesting cancellation. I also filled out the request form. I have made 3 x 1hr+ calls to 1901. Yet im still getting new bills. I work in an extremely busy hospital so when i understandibly missed one call from Eir last week while at work (why can't they ring again) they sent a text basically saying we hope your issue is resolved. It is causing a huge amount of unnecessary stress to an already stressed HSE worker.
Where do i go from here, Joe Duffy?

JTMan · 28-09-2020 6:58pm

Macangois16 wrote: »

So frustrating. I wrote a letter 7 weeks ago requesting cancellation. I also filled out the request form. I have made 3 x 1hr+ calls to 1901. Yet im still getting new bills. I work in an extremely busy hospital so when i understandibly missed one call from Eir last week while at work (why can't they ring again) they sent a text basically saying we hope your issue is resolved. It is causing a huge amount of unnecessary stress to an already stressed HSE worker.
Where do i go from here, Joe Duffy?

1. Block Eir direct debits at your bank
2. Contact Comreg
3. Email CEO

KildareP · 28-09-2020 7:06pm

3d4life wrote: »

I have been told that these shops are not owned or run by Eir.

Anyone know if this is true ?

They own a (small) handful of their shops and the rest are all franchised out to a company called Synchro.

Eir Customer Service

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