Eir won't close my account

Deeclif75 · 17-02-2019 2:20pm #1

As per Eir's cancellation policy i gave 30 days written notice in December 2018 to close my account and returned the broadband equipment. The account is still active despite the written notice. I've tried ringing 3 times in past week, kept on hold for over an hour each time. I sent another letter on 7th Feb asking to confirm closure of the account .I've also tried Eir's webchat service who told me to phone(!) Surely this is illegal? I'm at my wits end and still being charged for a service I'm not using.

antodeco · 17-02-2019 2:22pm

Cancel your direct debit with the bank. Stop it at source

Deeclif75 · 17-02-2019 2:34pm

antodeco wrote: »

Cancel your direct debit with the bank. Stop it at source

Thanks but I cancelled the direct debit but am still receiving bills with an added charge for cancelling the direct debit!!

antodeco · 17-02-2019 2:42pm

Deeclif75 wrote: »

Thanks but I cancelled the direct debit but am still receiving bills with an added charge for cancelling the direct debit!!

Yeah but they're not taking money from you. Keep a record of all emails and attempted phone calls. If you are still getting nowhere, request a data access request for all data on your account (they will then have to show all your correspondence to them also).

drunkmonkey · 17-02-2019 2:47pm

Is that where you have to write a letter to that office in Dublin, are they still at that crap, should be illegal but unfortunately it's not.
Cancelling a direct debit does not cancel the bill, your now in default and eircon will not close the account.
Just call comreg tomorrow on them, don't waste any more of your time.

Deeclif75 · 17-02-2019 3:26pm

drunkmonkey wrote: »

Is that where you have to write a letter to that office in Dublin, are they still at that crap, should be illegal but unfortunately it's not.
Cancelling a direct debit does not cancel the bill, your now in default and eircon will not close the account.
Just call comreg tomorrow on them, don't waste any more of your time.

Thanks. Yes sent it twice to the address they have on their website under 'how to cancel' section. What a joke, can't believe they can get away with this. Someone told me that i have to phone Eir to get a complaint number before i can contact Comreg?

drunkmonkey · 17-02-2019 3:46pm

Fat chance of that just call comreg. Had they same crap with them trying to cancel before. Don't know why they put people through it as they won't come back after putting up with that crap to cancel in the first place.

paddy19 · 17-02-2019 10:28pm

"Don't know why they put people through it as they won't come back after putting up with that crap to cancel in the first place."

I agree it's idiotic. It is normally driven by a stupid management KPI (Key Performance Indicator).
They are often reviewed on a weekly or monthly basis.
The customer retention operation is measured on how many customers they keep/loose.
In a well run operation they are given access to incentives to keep cost sensitive customers.
(Cost sensitive customers are rare breed in Ireland, people don't understand that loyalty get you screwed.)

In a carp operation like Eir they just fec the customer around around by making it as awkward as possible, to keep the numbers up.

It bloody ridiculous that ComReg allow this sort of crap to continue.

ComReg need to change the regulation so that you cancel by email or at via your online account.

In the interim save yourself a lot of grief:

Get a a copy of your last bill by:

Write "Cancel account" in big black marker across the bill and sign and date it.
Take a photo for your records.

Send the bill by registered snail mail to:

Eir
Account cancellation [font=Calibri", "sans-serif]Team,
[/font]
[font=Calibri", "sans-serif]Floor 2,
Heuston South Quarter,
St. John’s Road,
Dublin 8[/font]

I know this is a pain but a good few Post offices are open Saturday mornings.
Keep a copy of the registered receipt.

Cancel direct debit.

Eir should send you a letter confirming cancellation and requesting return of any equipment and final bill.

Trust me this will save you a mountain of grief and leave you in control.

Of course you shouldn't have to do this but trust its a lot easier than hours on hold and lots of broken promises.

Deeclif75 · 18-02-2019 3:51pm

Got onto Comreg who said i have to have been through Eir's complaints procedure. How exactly can i do that if they won't answer the phone???!
I've never come across such bad customer service; Eir don't answer the phone, dont respond to written notice to close account, don't respond to written letters, don't respond to message board. I'll be telling this ordeal to everyone i know; what a bad way to run a business.

my3cents · 18-02-2019 3:59pm

Deeclif75 wrote: »

Got onto Comreg who said i have to have been through Eir's complaints procedure. How exactly can i do that if they won't answer the phone???!
I've never come across such bad customer service; Eir don't answer the phone, dont respond to written notice to close account, don't respond to written letters, don't respond to message board. I'll be telling this ordeal to everyone i know; what a bad way to run a business.

Then just tell Comreg you have been through Eir's complaint procedure and they never got back to you.

Deeclif75 · 19-02-2019 12:53pm

my3cents wrote: »

Then just tell Comreg you have been through Eir's complaint procedure and they never got back to you.

Got onto Comreg this morning, gave me email address and if they don't confirm closure of the account in 10 working days they will escalate the complaint directly. Can't believe i have to go through this stressful process to cancel a service. I don't know of any other service that behaves like this!

paddy19 · 19-02-2019 1:16pm

Deeclif75 wrote: »

my3cents wrote: »

Then just tell Comreg you have been through Eir's complaint procedure and they never got back to you.

Got onto Comreg this morning, gave me email address and if they don't confirm closure of the account in 10 working days they will escalate the complaint directly. Can't believe i have to go through this stressful process to cancel a service. I don't know of any other service that behaves like this!

Is the email address ccm@eir.ie?

This email address needs to broadcast far and wide.

In dealings with Eir email is your friend.

Email gives you dated, documented evidence of your requests and the reply (or lack of) from Eir.

Deeclif75 · 19-02-2019 2:23pm

paddy19 wrote: »

Is the email address ccm@eir.ie?

This email address needs to broadcast far and wide.

In dealings with Eir email is your friend.

Email gives you dated, documented evidence of your requests and the reply (or lack of) from Eir.

That's the one, at least i have a case number with Comreg now. Used their webchat service, very goodðŸ‘

19-02-2019 2:28pm

the eir reps are very quiet in here!

paddy19 · 19-02-2019 3:48pm

Yes, very strange I never seen this email given out on any of the many threads about Eir's service.

I wonder are the reps aware of its existence or is a secret known only to a special few within Eir.

Deeclif75 · 19-02-2019 8:36pm

paddy19 wrote: »

Yes, very strange I never seen this email given out on any of the many threads about Eir's service.

I wonder are the reps aware of its existence or is a secret known only to a special few within Eir.

2 articles in last week's Irish Times about same issues with Eir
https://www.irishtimes.com/news/consumer/going-spare-at-eir-pricewatch-mailbag-fills-up-with-complaints-1.3418274

Customer care seems non existent with Eir, even the fact there was no response from Eir reps to these posts

jimmynokia · 19-02-2019 8:39pm

I have a similar issue going on 6 months, First comreg is useless and second any time you try to cancel with eir you are fobbed off if and when you get through yes im at loggers with them 6 months, Going to leave it till court and have all the proof at hand and the amount of times they have fooled me around.. I have moved house since so dont know if they will follow up because they can make calls apparently and my old house has been knocked down. :)

my3cents · 19-02-2019 8:41pm

jimmynokia wrote: »

I have a similar issue going on 6 months, First comreg is useless and second any time you try to cancel with eir you are fobbed off if and when you get through yes im at loggers with them 6 months, Going to leave it till court and have all the proof at hand and the amount of times they have fooled me around.. I have moved house since so dont know if they will follow up because they can make calls apparently and my old house has been knocked down. :)

That was a bit of an extreme way to get out of contract :D but whatever works of you.

Deeclif75 · 19-02-2019 11:02pm

jimmynokia wrote: »

I have a similar issue going on 6 months, First comreg is useless and second any time you try to cancel with eir you are fobbed off if and when you get through yes im at loggers with them 6 months, Going to leave it till court and have all the proof at hand and the amount of times they have fooled me around.. I have moved house since so dont know if they will follow up because they can make calls apparently and my old house has been knocked down. :)

You have to take them to court? god that's depressing!!

eir: Linzi · 20-02-2019 5:12pm

Deeclif75 wrote: »

As per Eir's cancellation policy i gave 30 days written notice in December 2018 to close my account and returned the broadband equipment. The account is still active despite the written notice. I've tried ringing 3 times in past week, kept on hold for over an hour each time. I sent another letter on 7th Feb asking to confirm closure of the account .I've also tried Eir's webchat service who told me to phone(!) Surely this is illegal? I'm at my wits end and still being charged for a service I'm not using.

Hi Deeclif75

We can't close accounts through our Social Media channels. You can click here to find more information on cancelling accounts.

Many thanks

Linzi

paddy19 · 20-02-2019 5:20pm

"We can't close accounts through our Social Media channels"

Why not?

Deeclif75 · 21-02-2019 12:20am

eir: Linzi wrote: »

Hi Deeclif75

We can't close accounts through our Social Media channels. You can click here to find more information on cancelling accounts.

Many thanks

Linzi

Linzi i did everything it says on that page...twice and still Eir won't acknowledge my correspondence and continue to send me bills.
Webchat, calls, letters, email complaints, nothing seems to work. What else in the name of god do i have to do to end this contract and get this stress out of my life??

Deeclif75 · 21-02-2019 12:27am

Deeclif75 wrote: »

Linzi i did everything it says on that page...twice and still Eir won't acknowledge my correspondence and continue to send me bills.
Webchat, calls, letters, email complaints, nothing seems to work. What else in the name of god do i have to do to end this contract and get this stress out of my life??

Also Eir stopped providing broadband on 25th January so they must have gotten my written notice but continue to charge me for broadband and phone package. Surely this is illegal???

corks finest · 21-02-2019 12:33am

Deeclif75 wrote: »

As per Eir's cancellation policy i gave 30 days written notice in December 2018 to close my account and returned the broadband equipment. The account is still active despite the written notice. I've tried ringing 3 times in past week, kept on hold for over an hour each time. I sent another letter on 7th Feb asking to confirm closure of the account .I've also tried Eir's webchat service who told me to phone(!) Surely this is illegal? I'm at my wits end and still being charged for a service I'm not using.

Ive been getting a bill nearly 4 yrs after leaving eir,got onto eir on twitter,got a reply quickly,gave details and hopefully all's sorted, although I'm not convinced yet,the greatest shower of idiot customer care on God's earth

21-02-2019 12:18pm

paddy19 wrote: »

Repeat request:

"We can't close accounts through our Social Media channels"

Why not?

I think it's fair enough that an account cant be closed through social media, but what about a written request by email from the registered account holder to ccm@eir.ie stating the account number and request to cancel that account? my understanding is that from that point on Eir are legally obliged to cancel the account 30 days from the date specified on that email

Deeclif75 · 21-02-2019 12:55pm

[Deleted User] wrote: »

I think it's fair enough that an account cant be closed through social media, but what about a written request by email from the registered account holder to ccm@eir.ie stating the account number and request to cancel that account? my understanding is that from that point on Eir are legally obliged to cancel the account 30 days from the date specified on that email

I understand that they may not handle cancellations through social media but they could have offered to PM me to deal with it but no.
I've sent 2 of those emails now and a week later still no response. They don't seem accountable to anyone. Having to get Comreg involved is just ridiculous.

eir: Linzi · 21-02-2019 2:06pm

Deeclif75 wrote: »

Deleted User wrote: »

I think it's fair enough that an account cant be closed through social media, but what about a written request by email from the registered account holder to ccm@eir.ie stating the account number and request to cancel that account? my understanding is that from that point on Eir are legally obliged to cancel the account 30 days from the date specified on that email

I understand that they may not handle cancellations through social media but they could have offered to PM me to deal with it but no.
I've sent 2 of those emails now and a week later still no response. They don't seem accountable to anyone. Having to get Comreg involved is just ridiculous.

Deeclif75

I completely understand your frustration regarding this issue and we do apologise to our customers. We are addressing this, but it will take a period of time to train up new employees. You can only cancel your account by calling 1901 and speaking to the loyalty department.

Many thanks

~Linzi

my3cents · 21-02-2019 3:24pm

eir: Linzi wrote: »

Deeclif75

I completely understand your frustration regarding this issue and we do apologise to our customers. We are addressing this, but it will take a period of time to train up new employees. You can only cancel your account by calling 1901 and speaking to the loyalty department.

Many thanks

~Linzi

And there is part of the problem its not a cancellations department its a "loyalty department". If Eir spent less time trying to persuade customers to stay with their badly managed service they'd have more time for their reps to deal with straight forward cancellations.

paddy19 · 21-02-2019 3:52pm

"You can only cancel your account by calling 1901 and speaking to the loyalty department. "

Hi Linzi,
Please stop making this statement, it is false and misleading.

You are not required to speak to anyone in Eir to cease your service.

"Under eir standard terms & conditions; you are required to give 30 days' written notice of your request to cease your eir service(s)."

If customer care is not available you may email a copy of your bill to ccm@eir.ie to legally cease the service.

Please correct this false and misleading statement.

21-02-2019 4:02pm

Its like Eir dont exist, cant be contacted, why I will never be a customer of theirs, will never consider them as an option, some people may not have that option.
Youd wonder why a rep would come on and tell someone to call 1901 to cancel when the OP said they did not get a reply off them already, very poor, who'd want the hassle??

Deeclif75 · 21-02-2019 4:03pm

paddy19 wrote: »

"You can only cancel your account by calling 1901 and speaking to the loyalty department. "

Hi Linzi,
Please stop making this statement, it is false and misleading.

You are not required to speak to anyone in Eir to cease your service.

"Under eir standard terms & conditions; you are required to give 30 days' written notice of your request to cease your eir service(s)."

If customer care is not available you may email a copy of your bill to ccm@eir.ie to legally cease the service.

Please correct this false and misleading statement.

Exactly!! That is what is stated on their website. And how are you meant to phone when they won't answer the phone!

Deeclif75 · 21-02-2019 4:07pm

eir: Linzi wrote: »

Deeclif75

I completely understand your frustration regarding this issue and we do apologise to our customers. We are addressing this, but it will take a period of time to train up new employees. You can only cancel your account by calling 1901 and speaking to the loyalty department.

Many thanks

~Linzi

Linzi i have called 3 times, each call lasting an hour or longer and then the call gets dropped. How exactly am i meant to speak to someone if no-one answers the phone? Please advise me what to do

eir: Linzi · 21-02-2019 4:10pm

paddy19 wrote: »

"You can only cancel your account by calling 1901 and speaking to the loyalty department. "

Hi Linzi,
Please stop making this statement, it is false and misleading.

You are not required to speak to anyone in Eir to cease your service.

"Under eir standard terms & conditions; you are required to give 30 days' written notice of your request to cease your eir service(s)."

If customer care is not available you may email a copy of your bill to ccm@eir.ie to legally cease the service.

Please correct this false and misleading statement.

1874 wrote: »

Its like Eir dont exist, cant be contacted, why I will never be a customer of theirs, will never consider them as an option, some people may not have that option.
Youd wonder why a rep would come on and tell someone to call 1901 to cancel when the OP said they did not get a reply off them already, very poor, who'd want the hassle??

Deeclif75 wrote: »

paddy19 wrote: »

"You can only cancel your account by calling 1901 and speaking to the loyalty department. "

Hi Linzi,
Please stop making this statement, it is false and misleading.

You are not required to speak to anyone in Eir to cease your service.

"Under eir standard terms & conditions; you are required to give 30 days' written notice of your request to cease your eir service(s)."

If customer care is not available you may email a copy of your bill to ccm@eir.ie to legally cease the service.

Please correct this false and misleading statement.

Exactly!! That is what is stated on their website. And how are you meant to phone when they won't answer the phone!

The email address ccm@eir.ie is currently not active. You can certainly write in to give your 30 days notice, which was posted previously in this thread. You can click here to view this information.

Many thanks

~Linzi

MoodeRator · 21-02-2019 4:23pm

WOW!!! I was doing some research into choosing my new phone/broadband and come across the is thread. I am appalled by the issues raised and the next to useless responses. But on the other hand, thank you making my choice easier.

Chiorino · 21-02-2019 4:32pm

eir: Linzi wrote: »

paddy19 wrote: »

"You can only cancel your account by calling 1901 and speaking to the loyalty department. "

Hi Linzi,
Please stop making this statement, it is false and misleading.

You are not required to speak to anyone in Eir to cease your service.

"Under eir standard terms & conditions; you are required to give 30 days' written notice of your request to cease your eir service(s)."

If customer care is not available you may email a copy of your bill to ccm@eir.ie to legally cease the service.

Please correct this false and misleading statement.

1874 wrote: »

Its like Eir dont exist, cant be contacted, why I will never be a customer of theirs, will never consider them as an option, some people may not have that option.
Youd wonder why a rep would come on and tell someone to call 1901 to cancel when the OP said they did not get a reply off them already, very poor, who'd want the hassle??

Deeclif75 wrote: »

paddy19 wrote: »

"You can only cancel your account by calling 1901 and speaking to the loyalty department. "

Hi Linzi,
Please stop making this statement, it is false and misleading.

You are not required to speak to anyone in Eir to cease your service.

"Under eir standard terms & conditions; you are required to give 30 days' written notice of your request to cease your eir service(s)."

If customer care is not available you may email a copy of your bill to ccm@eir.ie to legally cease the service.

Please correct this false and misleading statement.

Exactly!! That is what is stated on their website. And how are you meant to phone when they won't answer the phone!

The email address ccm@eir.ie is currently not active. You can certainly write in to give your 30 days notice, which was posted previously in this thread. You can click here to view this information.

Many thanks

~Linzi

eir: Linzi wrote: »

paddy19 wrote: »

"You can only cancel your account by calling 1901 and speaking to the loyalty department. "

Hi Linzi,
Please stop making this statement, it is false and misleading.

You are not required to speak to anyone in Eir to cease your service.

"Under eir standard terms & conditions; you are required to give 30 days' written notice of your request to cease your eir service(s)."

If customer care is not available you may email a copy of your bill to ccm@eir.ie to legally cease the service.

Please correct this false and misleading statement.

1874 wrote: »

Its like Eir dont exist, cant be contacted, why I will never be a customer of theirs, will never consider them as an option, some people may not have that option.
Youd wonder why a rep would come on and tell someone to call 1901 to cancel when the OP said they did not get a reply off them already, very poor, who'd want the hassle??

Deeclif75 wrote: »

paddy19 wrote: »

"You can only cancel your account by calling 1901 and speaking to the loyalty department. "

Hi Linzi,
Please stop making this statement, it is false and misleading.

You are not required to speak to anyone in Eir to cease your service.

"Under eir standard terms & conditions; you are required to give 30 days' written notice of your request to cease your eir service(s)."

If customer care is not available you may email a copy of your bill to ccm@eir.ie to legally cease the service.

Please correct this false and misleading statement.

Exactly!! That is what is stated on their website. And how are you meant to phone when they won't answer the phone!

The email address ccm@eir.ie is currently not active. You can certainly write in to give your 30 days notice, which was posted previously in this thread. You can click here to view this information.

Many thanks

~Linzi

So not only are EIR refusing to make it realistically possible for customers to cancel by phone, they've now removed any option to do this by email?? I'm trying to cancel a service this last month without getting through once and I've no doubt that any postal cancellation will not be acknowledged. What a farce.

Deeclif75 · 21-02-2019 4:33pm

eir: Linzi wrote: »

The email address ccm@eir.ie is currently not active. You can certainly write in to give your 30 days notice, which was posted previously in this thread. You can click here to view this information.

Many thanks

~Linzi

Ccm@eir.ie was the email address that Comreg gave me, I'll get onto them to tell them it's not active
I've followed all the steps on that link you gave me, i feel like I'm stuck in groundhog day. I'm feeling like the only option left is to consult with a solicitor.

paddy19 · 21-02-2019 4:35pm

eir: Linzi wrote: »

paddy19 wrote: »

"You can only cancel your account by calling 1901 and speaking to the loyalty department. "

Hi Linzi,
Please stop making this statement, it is false and misleading.

You are not required to speak to anyone in Eir to cease your service.

"Under eir standard terms & conditions; you are required to give 30 days' written notice of your request to cease your eir service(s)."

If customer care is not available you may email a copy of your bill to ccm@eir.ie to legally cease the service.

Please correct this false and misleading statement.

1874 wrote: »

Its like Eir dont exist, cant be contacted, why I will never be a customer of theirs, will never consider them as an option, some people may not have that option.
Youd wonder why a rep would come on and tell someone to call 1901 to cancel when the OP said they did not get a reply off them already, very poor, who'd want the hassle??

Deeclif75 wrote: »

paddy19 wrote: »

"You can only cancel your account by calling 1901 and speaking to the loyalty department. "

Hi Linzi,
Please stop making this statement, it is false and misleading.

You are not required to speak to anyone in Eir to cease your service.

"Under eir standard terms & conditions; you are required to give 30 days' written notice of your request to cease your eir service(s)."

If customer care is not available you may email a copy of your bill to ccm@eir.ie to legally cease the service.

Please correct this false and misleading statement.

Exactly!! That is what is stated on their website. And how are you meant to phone when they won't answer the phone!

The email address ccm@eir.ie is currently not active. You can certainly write in to give your 30 days notice, which was posted previously in this thread. You can click here to view this information.

Many thanks

~Linzi

"The email address ccm@eir.ie is currently not active. "

I'm sure ComReg will delighted to hear that the email address they recommend for complaints is not active.

What exactly does "not active" mean?

When did it stop its activity and when will it be active again?

eir: Linzi · 21-02-2019 5:00pm

paddy19 wrote: »

eir: Linzi wrote: »

paddy19 wrote: »

"You can only cancel your account by calling 1901 and speaking to the loyalty department. "

Hi Linzi,
Please stop making this statement, it is false and misleading.

You are not required to speak to anyone in Eir to cease your service.

"Under eir standard terms & conditions; you are required to give 30 days' written notice of your request to cease your eir service(s)."

If customer care is not available you may email a copy of your bill to ccm@eir.ie to legally cease the service.

Please correct this false and misleading statement.

1874 wrote: »

Its like Eir dont exist, cant be contacted, why I will never be a customer of theirs, will never consider them as an option, some people may not have that option.
Youd wonder why a rep would come on and tell someone to call 1901 to cancel when the OP said they did not get a reply off them already, very poor, who'd want the hassle??

Deeclif75 wrote: »

paddy19 wrote: »

"You can only cancel your account by calling 1901 and speaking to the loyalty department. "

Hi Linzi,
Please stop making this statement, it is false and misleading.

You are not required to speak to anyone in Eir to cease your service.

"Under eir standard terms & conditions; you are required to give 30 days' written notice of your request to cease your eir service(s)."

If customer care is not available you may email a copy of your bill to ccm@eir.ie to legally cease the service.

Please correct this false and misleading statement.

Exactly!! That is what is stated on their website. And how are you meant to phone when they won't answer the phone!

The email address ccm@eir.ie is currently not active. You can certainly write in to give your 30 days notice, which was posted previously in this thread. You can click here to view this information.

Many thanks

~Linzi

"The email address ccm@eir.ie is currently not active. "

I'm sure ComReg will delighted to hear that the email address they recommend for complaints is not active.

What exactly does "not active" mean?

When did it stop its activity and when will it be active again?

Should you wish to log a complaint, please click here to view our complaints page.

Many thanks

~Linzi

my3cents · 21-02-2019 5:37pm

paddy19 wrote: »

"The email address ccm@eir.ie is currently not active. "

I'm sure ComReg will delighted to hear that the email address they recommend for complaints is not active.

What exactly does "not active" mean?

When did it stop its activity and when will it be active again?

Don't over think this. You have done what The Regulator Comreg have asked you to and not got any reply. Just tell comreg you have contacted Eir in the manner they suggest and the Eir have again failed to respond. Keep pushing back on comreg. Nothing a rep says here has any bearing on the complaints process anyway.

Deeclif75 · 21-02-2019 5:59pm

Just got onto Comreg, they said it's an official email complaints address and if they 'choose' not to respond within 10 working days they will escalate the complaint anyway.
Still can't believe the lengths i have to go to to close an account!

my3cents · 21-02-2019 6:02pm

Don't forget that now you have informed comreg of the original date that you wanted to leave Eir Eir can't mess you about by trying to use another later date.

paddy19 · 21-02-2019 6:30pm

" I'm feeling like the only option left is to consult with a solicitor."

Keep away from the bleeding lawyers for God's sake. You think you've got trouble with Eir...

Wait the 10 days and stay with ComReg.
ComReg told you what to do and you did it.
You have the auto reply email from Eir to prove it.

This baloney about the email account not active is Eirs problem.

21-02-2019 6:35pm

heed the advice above

HBC08 · 21-02-2019 6:41pm

MoodeRator wrote: »

WOW!!! I was doing some research into choosing my new phone/broadband and come across the is thread. I am appalled by the issues raised and the next to useless responses. But on the other hand, thank you making my choice easier.

Exact same situation for me. Was in the Eir shop locally last week and had pretty much decided to switch to them. Thanks boards!
The reps coming on here are surely on a wind up?

Eir are not contactable so they advise you to call?

eir: Linzi · 22-02-2019 11:08am

HBC08 wrote: »

MoodeRator wrote: »

WOW!!! I was doing some research into choosing my new phone/broadband and come across the is thread. I am appalled by the issues raised and the next to useless responses. But on the other hand, thank you making my choice easier.

Exact same situation for me. Was in the Eir shop locally last week and had pretty much decided to switch to them. Thanks boards!
The reps coming on here are surely on a wind up?

Eir are not contactable so they advise you to call?

Hi HBC08

eir customers are currently facing longer than normal, and longer than acceptable, wait times when contacting our Customer Care call centres. We apologise for this temporary situation and we appreciate our customers' patience as we continue to transition to our new call centres in Cork, Limerick and Sligo over the next few months and to a far better experience for all of eir's customers. You can cancel your account by writing to us. Please click here for the address and more information about cancellations.

Many thanks

Linzi

22-02-2019 12:22pm

eir: Linzi wrote: »

HBC08 wrote: »

MoodeRator wrote: »

WOW!!! I was doing some research into choosing my new phone/broadband and come across the is thread. I am appalled by the issues raised and the next to useless responses. But on the other hand, thank you making my choice easier.

Exact same situation for me. Was in the Eir shop locally last week and had pretty much decided to switch to them. Thanks boards!
The reps coming on here are surely on a wind up?

Eir are not contactable so they advise you to call?

Hi HBC08

eir customers are currently facing longer than normal, and longer than acceptable, wait times when contacting our Customer Care call centres. We apologise for this temporary situation and we appreciate our customers' patience as we continue to transition to our new call centres in Cork, Limerick and Sligo over the next few months and to a far better experience for all of eir's customers. You can cancel your account by writing to us. Please click here for the address and more information about cancellations.

Many thanks

Linzi

Hi Linzi, maybe if EIR customers could actually contact the company it might prevent scams where EIR customers are getting scammed for thousands of euro as reported in todays independent - https://www.independent.ie/business/personal-finance/thousands-ripped-off-in-elaborate-broadband-scam-sweeping-the-country-37841544.html

eir: Linzi · 22-02-2019 12:33pm

Deleted User wrote: »

eir: Linzi wrote: »

HBC08 wrote: »

MoodeRator wrote: »

WOW!!! I was doing some research into choosing my new phone/broadband and come across the is thread. I am appalled by the issues raised and the next to useless responses. But on the other hand, thank you making my choice easier.

Exact same situation for me. Was in the Eir shop locally last week and had pretty much decided to switch to them. Thanks boards!
The reps coming on here are surely on a wind up?

Eir are not contactable so they advise you to call?

Hi HBC08

eir customers are currently facing longer than normal, and longer than acceptable, wait times when contacting our Customer Care call centres. We apologise for this temporary situation and we appreciate our customers' patience as we continue to transition to our new call centres in Cork, Limerick and Sligo over the next few months and to a far better experience for all of eir's customers. You can cancel your account by writing to us. Please click here for the address and more information about cancellations.

Many thanks

Linzi

Hi Linzi, maybe if EIR customers could actually contact the company it might prevent scams where EIR customers are getting scammed for thousands of euro as reported in todays independent - https://www.independent.ie/business/personal-finance/thousands-ripped-off-in-elaborate-broadband-scam-sweeping-the-country-37841544.html

Hi ed333

We are aware of scam calls in circulation. There is nothing that eir can do with regards to these, except to advise our customers to never give out any personal information or details. More information about Phishing calls can be found here.

Many thanks

~Linzi

22-02-2019 12:50pm

eir: Linzi wrote: »

Deleted User wrote: »

eir: Linzi wrote: »

HBC08 wrote: »

MoodeRator wrote: »

WOW!!! I was doing some research into choosing my new phone/broadband and come across the is thread. I am appalled by the issues raised and the next to useless responses. But on the other hand, thank you making my choice easier.

Exact same situation for me. Was in the Eir shop locally last week and had pretty much decided to switch to them. Thanks boards!
The reps coming on here are surely on a wind up?

Eir are not contactable so they advise you to call?

Hi HBC08

eir customers are currently facing longer than normal, and longer than acceptable, wait times when contacting our Customer Care call centres. We apologise for this temporary situation and we appreciate our customers' patience as we continue to transition to our new call centres in Cork, Limerick and Sligo over the next few months and to a far better experience for all of eir's customers. You can cancel your account by writing to us. Please click here for the address and more information about cancellations.

Many thanks

Linzi

Hi Linzi, maybe if EIR customers could actually contact the company it might prevent scams where EIR customers are getting scammed for thousands of euro as reported in todays independent - https://www.independent.ie/business/personal-finance/thousands-ripped-off-in-elaborate-broadband-scam-sweeping-the-country-37841544.html

Hi ed333

We are aware of scam calls in circulation. There is nothing that eir can do with regards to these, except to advise our customers to never give out any personal information or details. More information about Phishing calls can be found here.

Many thanks

~Linzi

I think your attitude and the general attitude of Eir reps is part of the problem Linzi, take for example the following part of the article

- [font=Georgia, serif]Asked about the acknowledged difficulty getting Eir to answer calls, the spokesman said call wait times have been improving.[/font]
[font=Georgia, serif]"If people are using our name, there is nothing we can do about it. Report it to the gardaí," he said.[/font]
[font=Georgia, serif][font=Verdana, Arial, Helvetica, sans-serif][/font][/font]

I think this blasé attitude to customers harks back to when eircom had it all too easy and just had to collect the revenue as customers had no other choice but go with them. Those days are over and if Eir don't move with the times and start respecting their customers and make it available for them to cancel via email like Virgin Media does, they will lose customers (myself for one)

22-02-2019 2:34pm

Is this stalling by Eir stopping a changeover to a different provider?

If not, send cancellation to that email, cc comreg in it and just do whatever you wanted to do after the 30 days. Oh and cancel dd and notify bank to accept no more.

Let the account and router sit there. Not your problem anymore as you notified as per terms that they state. Comreg were cc’d into email and can corroborate that too.

Oh, and the line about the internet service provider not having an active email. That did give me a chuckle

B_ecke_r · 22-02-2019 2:37pm

I'd be surprised if anyone was manning that CCM email at the moment with all the changes

angel eyes 2012 · 22-02-2019 2:50pm

antodeco wrote: »

Deeclif75 wrote: »

Thanks but I cancelled the direct debit but am still receiving bills with an added charge for cancelling the direct debit!!

Yeah but they're not taking money from you. Keep a record of all emails and attempted phone calls. If you are still getting nowhere, request a data access request for all data on your account (they will then have to show all your correspondence to them also).

I spent hours on phone calls to Eir seeking to cancel my mother's account with them. We then sent in a data access request in accordance with the GDPR and Data Protection Acts, they did not respond within the one month allowed under the legislation. Complaint has been submitted to the Data Protection Commission.

Eir won't close my account

Comments