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.

grinder23 · 29-09-2020 3:00pm

KildareP wrote: »

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

They own 41 Synchro 39

Sheep Shagger · 29-09-2020 4:42pm

JTMan wrote: »

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

Only the first one will work.

ShatterProof · 30-09-2020 5:08pm

JTMan wrote: »

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

Sheep Shagger wrote: »

Only the first one will work.

Yep CEO is less then useless.
You could get her on twatter where she will say "email me and I'll get my team to sort it out". They never do.

@carolan_lennon or carolan.lennon@eir.ie

unkel · 30-09-2020 8:14pm

Took me 3 months of twitter responses to get a commitment from them to send me a refund cheque for the credit balance on a closed account. Pathetic!

The main problem was that I didn't know my account number. Why you ask? Because they never emailed me the account number or sent it in the post. I had access to it in myeir on line and also to my bills, but that access stopped when my account closed

celt262 · 30-09-2020 8:53pm

If moving provider broadband and phone do I need to contact Eir or will new provider take care of that?

whiterebel · 30-09-2020 8:55pm

celt262 wrote: »

If moving provider broadband and phone do I need to contact Eir or will new provider take care of that?

You need to give Eir 30 days notice, your new provider takes care of everything else.

WonderingJu · 01-10-2020 4:23pm

Hi there,

I sent an unlock code request 5 weeks ago. Have heard nothing back in the meantime. Have emailed to follow up and also DM'd on twitter. The only response I received ignored the fact I had a request pending and instructed me to fill out a request form.

Eir Customer Service, please can you update for me on this?

RoYoBo · 01-10-2020 5:38pm

WonderingJu wrote: »

Hi there,

I sent an unlock code request 5 weeks ago. Have heard nothing back in the meantime. Have emailed to follow up and also DM'd on twitter. The only response I received ignored the fact I had a request pending and instructed me to fill out a request form.

Eir Customer Service, please can you update for me on this?

Eir don't read or comment on this forum - it's just a discussion thread. You will need to keep trying any and all options to contact Eir, but, as you can gather, you may be waiting a long time.

celt262 · 02-10-2020 2:22pm

whiterebel wrote: »

You need to give Eir 30 days notice, your new provider takes care of everything else.

Just took 30 mins i wonder will that be the end of it now.

jelem · 02-10-2020 4:38pm

lol not racist but irish did it to yourselves and me by
conitnue allowing FG and FF rule.
corrupt cartel and monopolies supporters whom
commit sedition (old treason)

Bikerman2019 · 02-10-2020 4:46pm

jelem wrote: »

lol not racist but irish did it to yourselves and me by
conitnue allowing FG and FF rule.
corrupt cartel and monopolies supporters whom
commit sedition (old treason)

What a load of rubbish. It is pure cost cutting.

I assisted my friend to move from Eir to Virgin. Cannot send the old equipment back as we don't know how. After multiple emails and calls have it logged as complaint with Comreg. The stuff is supposed to be returned within a certain timeframe or they charge you.

Let them try, the complaint is now logged. Funny enough, you can get through to Eir sales without a problem......

corks finest · 02-10-2020 6:55pm

Bikerman2019 wrote: »

What a load of rubbish. It is pure cost cutting.

I assisted my friend to move from Eir to Virgin. Cannot send the old equipment back as we don't know how. After multiple emails and calls have it logged as complaint with Comreg. The stuff is supposed to be returned within a certain timeframe or they charge you.

Let them try, the complaint is now logged. Funny enough, you can get through to Eir sales without a problem......

My advice return it to an eir shop,get a receipt, they told me a courier was collecting my eir modem,several times,after ages of calls etc I was informed that only in Dublin do they collect their property via courier the **** couldn’t tel me that a few weeks earlier

Bikerman2019 · 02-10-2020 7:28pm

corks finest wrote: »

My advice return it to an eir shop,get a receipt, they told me a courier was collecting my eir modem,several times,after ages of calls etc I was informed that only in Dublin do they collect their property via courier the **** couldn’t tel me that a few weeks earlier

Thanks for the advice but I would laugh if they tried to charge for it. Im up for the fight. It is logged with Comreg and I would go after them.

corks finest · 02-10-2020 7:30pm

Bikerman2019 wrote: »

Thanks for the advice but I would laugh if they tried to charge for it. Im up for the fight. It is logged with Comreg and I would go after them.

They put me through an awful few months with their lies , smugness and uncaring attitude, how any sane person signs up with them currently I don’t know

Bikerman2019 · 02-10-2020 7:49pm

corks finest wrote: »

They put me through an awful few months with their lies , smugness and uncaring attitude, how any sane person signs up with them currently I don’t know

I prepared a complaint showing when, how and what time we rang, facebook, twitter and email.

Let them just try it. Bring it on

corks finest · 03-10-2020 8:42am

Bikerman2019 wrote: »

I prepared a complaint showing when, how and what time we rang, facebook, twitter and email.

Let them just try it. Bring it on

Well done

JTMan · 03-10-2020 8:06pm

Eir's customer service has got so bad, Eir customers are complaining to TD's. Article points towards Comreg ignoring complaints because the customer has not contacted Eir first but Eir are not responding to the customer. Disgraceful situation.

TD's need to start shaking things up at Comreg.

One can still contact Comreg and just make it clear that cannot reach Eir and ask Comreg what they expect them to do about it. That and blocking direct debits at the bank to force Eir to ring you.

RoYoBo · 03-10-2020 8:26pm

It's beyond ridiculous that Comreg won't get involved until Eir has finalised their complaint process. If you can't contact them through any channel, how can the process ever be started, never mind completed?

Huge reason for Eir not to bother to engage and Comreg to cop out, leaving the consumer high and dry. What's to stop the rest of the providers from doing the same?

corks finest · 03-10-2020 9:25pm

RoYoBo wrote: »

It's beyond ridiculous that Comreg won't get involved until Eir has finalised their complaint process. If you can't contact them through any channel, how can the process ever be started, never mind completed?

Huge reason for Eir not to bother to engage and Comreg to cop out, leaving the consumer high and dry. What's to stop the rest of the providers from doing the same?

Only in dopey Ireland would this be allowed to happen year after year

JTMan · 04-10-2020 6:43am

RoYoBo wrote: »

It's beyond ridiculous that Comreg won't get involved until Eir has finalised their complaint process. If you can't contact them through any channel, how can the process ever be started, never mind completed?

Indeed.

One can try the Eir escalation contact details here: https://www.eir.ie/complaints/

And thereafter if Eir still won't reply, contact Comreg and say you've done all you can to try to contact Eir.

Eir Customer Service

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