Very bad experience with EIR

Andriusa

Hi, 

Want to share with you my experience with EIR so that you wouldn't make the same mistake I made ordering EIR broadband.

Signed up for a contract for a year with discount for the first three months and then € 45 P/M. I'm with EIR for past 4 months.

I want to share with you three main issues I had so far. I will try to make it brief.

1. Broadband speed. So I had an unlimited fibre connection which was advertised as up to a 100mb/s. When my service was connected I received 12mb/s download and 1mb/s upload. Technician explained that it was limit for my line and I was fine with that. 
After some research online, I decided to contact EIR support and ask to check it again if it was definitely the line, as I saw that my area was under fibre connection.
Encounters with EIR support to solve this:

• Chat - explained the situation and was informed to call technical support.
• Call - called technical support, a representative answered after about 9 minutes, asked for details and said that they have to transfer me to fibre specialist. after another 10 minutes call dropped by itself.
• Call - called the second day, same situation, fibre specialist didn't answer after 15 mins. Dropped myself.
• Ticket - after the call submitted ticket for which I had to get an answer in 24h.
• Chat - no answer after 24h, contacted chat again explaining my frustration. Representative explained that he is escalating this and that I will definetly get an answer after 24h.
• Chat - no answer after 24h, contacting Chat again. A gentelmen connected me via Chat to technical support (which they didnt previous time). After few minutes he said that there is an issue with the way it was configured and that he solved that and I should see the improvement in the next few hours.
• Chat - no improvement after 24h again. Contacted chat. No transfers, nothing, a gentlemen fixed that in about 5 minutes and I saw the result straight away. 80mb/s download and about 20mb/s upload.
  

[*]
Summary: solved after about two months after receiving the service with my own initiative.

2. Overcharging. Received my last bill few months ago and I saw price increase to € 50 and some other charge of almost € 8. Contacted chat, was informed that all customers got an increase of €5 and that the charge of almost €8 was invalid so he is removing that. 
No change on account so I understand it will be deducted from my next bill (hopefully, because he said that he removed that and thats it). There was an overcharge previous month too, but it was only €4 euros. I don't know if they removed that too.

Given bad experience and increase on my payment I decided to terminate my contract. Gentlemen on the chat asked me to call cancelation team. So I did.

3.  EIR can do price increases as they like. Called cancelation team, first time waited 25 mins and hang up as I wouldn't waist more time. Second attempt - an answer and transfer to cancelation team took only 15mins! A lady informed that I cannot cancel my contract as I have 8 months to go (unless I want to pay for reminder of the time). 

I said that they did breach our agreement as there was price increase about which I wasn't informed. The lady said that she can see in her system that a letter (about price increase) was sent at the beginning of August (doesn't really matter if I received it). She explained that i HAD 30 days to cancel my contract without any chargers and now I am late. 

Important thing to note is that I only noticed that the price had gone up after receiving an email with my Bill on September 22nd 2016.

Regardless, I was informed that if I want to stop my contract I had to go to my local post office and get a notice, that they didn't deliver (unregistered) letter!

So thats it, dead-end. I cannot cancel my contract unless I pay for next 8 months or try to blame post for not delivering it to me.

Please share your thoughts! If you have any questions or details, please ask, will gladly answer them.

Please consider their competition before you buy EIR services. Competition provides same services for €40 on the same line as EIR. I was naive thinking that this old and reliable brand wont be that arrogant.

P.S. Can I send EIR a letter saying that I'm changing my contract and I'll be paying €5 per month?

stanley1989

I dont really know much about internet etc but it sounds abit like sky tv
Told me i couldnt cancel till i paid the remander of my contract i laughed and said thats grand
Went into bank and canceled direct debit they disconnected me and that was it
Sent out a few warning letters which dont really worry me tbh
I love how these companys tell people you cant cancel your on a contract
Watch me thats my attidude
Best of luck

Andriusa

stanley1989 wrote: »

I dont really know much about internet etc but it sounds abit like sky tv
Told me i couldnt cancel till i paid the remander of my contract i laughed and said thats grand
Went into bank and canceled direct debit they disconnected me and that was it
Sent out a few warning letters which dont really worry me tbh
I love how these companys tell people you cant cancel your on a contract
Watch me thats my attidude
Best of luck

Thanks Stanley.

My main concern is that they did price increase without really informing me! Thats our contract breach from their side. The thing is they claim that they sent a letter, but even then it was unregistered!

I was thinking if I could do as you did too, but then I'm afraid that that might be bad on my credit history as we are thinking of taking mortgage on the house.

I'm thinking what other alternatives I have. Maybe small claim court?

colm_mcm

Contact ComReg

Eir: Pamela

Andriusa wrote: »

Hi, 

Want to share with you my experience with EIR so that you wouldn't make the same mistake I made ordering EIR broadband.

Signed up for a contract for a year with discount for the first three months and then € 45 P/M. I'm with EIR for past 4 months.

I want to share with you three main issues I had so far. I will try to make it brief.

1. Broadband speed. So I had an unlimited fibre connection which was advertised as up to a 100mb/s. When my service was connected I received 12mb/s download and 1mb/s upload. Technician explained that it was limit for my line and I was fine with that. 
After some research online, I decided to contact EIR support and ask to check it again if it was definitely the line, as I saw that my area was under fibre connection.
Encounters with EIR support to solve this:

• Chat - explained the situation and was informed to call technical support.
• Call - called technical support, a representative answered after about 9 minutes, asked for details and said that they have to transfer me to fibre specialist. after another 10 minutes call dropped by itself.
• Call - called the second day, same situation, fibre specialist didn't answer after 15 mins. Dropped myself.
• Ticket - after the call submitted ticket for which I had to get an answer in 24h.
• Chat - no answer after 24h, contacted chat again explaining my frustration. Representative explained that he is escalating this and that I will definetly get an answer after 24h.
• Chat - no answer after 24h, contacting Chat again. A gentelmen connected me via Chat to technical support (which they didnt previous time). After few minutes he said that there is an issue with the way it was configured and that he solved that and I should see the improvement in the next few hours.
• Chat - no improvement after 24h again. Contacted chat. No transfers, nothing, a gentlemen fixed that in about 5 minutes and I saw the result straight away. 80mb/s download and about 20mb/s upload.
  
  
  

[*]
Summary: solved after about two months after receiving the service with my own initiative.

2. Overcharging. Received my last bill few months ago and I saw price increase to € 50 and some other charge of almost € 8. Contacted chat, was informed that all customers got an increase of €5 and that the charge of almost €8 was invalid so he is removing that. 
No change on account so I understand it will be deducted from my next bill (hopefully, because he said that he removed that and thats it). There was an overcharge previous month too, but it was only €4 euros. I don't know if they removed that too.

Given bad experience and increase on my payment I decided to terminate my contract. Gentlemen on the chat asked me to call cancelation team. So I did.

3.  EIR can do price increases as they like. Called cancelation team, first time waited 25 mins and hang up as I wouldn't waist more time. Second attempt - an answer and transfer to cancelation team took only 15mins! A lady informed that I cannot cancel my contract as I have 8 months to go (unless I want to pay for reminder of the time). 

I said that they did breach our agreement as there was price increase about which I wasn't informed. The lady said that she can see in her system that a letter (about price increase) was sent at the beginning of August (doesn't really matter if I received it). She explained that i HAD 30 days to cancel my contract without any chargers and now I am late. 

Important thing to note is that I only noticed that the price had gone up after receiving an email with my Bill on September 22nd 2016.

Regardless, I was informed that if I want to stop my contract I had to go to my local post office and get a notice, that they didn't deliver (unregistered) letter!

So thats it, dead-end. I cannot cancel my contract unless I pay for next 8 months or try to blame post for not delivering it to me.

Please share your thoughts! If you have any questions or details, please ask, will gladly answer them.

Please consider their competition before you buy EIR services. Competition provides same services for €40 on the same line as EIR. I was naive thinking that this old and reliable brand wont be that arrogant.

P.S. Can I send EIR a letter saying that I'm changing my contract and I'll be paying €5 per month?

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[font=Verdana, sans-serif]Hi [/font][font=Verdana, sans-serif]Andriusa,[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]Thanks for getting in touch, I'm so sorry to hear this. There definitely has been has been miscommunication here and sincere apologies, I can understand your frustration completely. [/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]Can you PM me your account number and I will take a look into this? There might be an issue with your address and this could be why you are receiving no communication from us.[/font]
[font=Verdana, sans-serif] [/font]

[font=Verdana, sans-serif]-Pamela [/font]

Andriusa

Thanks Pamela. I sent you my account number.

Andriusa

colm_mcm wrote: »

Contact ComReg

Yep, this is my next step as I wasn't aware of this organisation!

Thanks Colm!

Eir: Pamela

Andriusa wrote: »

Thanks Pamela. I sent you my account number.

[font=Verdana, sans-serif]No problem [/font][font=Verdana, sans-serif]Andriusa,[/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif]I'll take a look into this and be back to you today.[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]-Pamela [/font]

[font=Verdana, sans-serif] [/font]