Problems just seem to follow me with Eir

Icyseanfitz

done and at this stage i really dont care, if someone wants to hack into my account and deal with eir in my place they are more than welcome 

eir: Adam

Icyseanfitz wrote: »

done and at this stage i really dont care, if someone wants to hack into my account and deal with eir in my place they are more than welcome 

Hi Icyseanfitz,

Anna is currently out of the office, however, if you would like to PM me your details, I will check on this for you. 

Thanks,
Adam

Icyseanfitz

Done Adam.

So my current situation is that the fibre line was brought all the way to my house but my ftth hasn't been installed yet. Going on 4 months of this utter ****. Got a cancellation letter in the door last week with a 59.99 euro fee for a ftth package.....explain that one please as I've never had a working ftth package? And now to really just rub it in my current fttc broadband hasn't worked for the last 2 hours.

I really can't get angry anymore, just fed up of this and want it sorted one way or another.

Icyseanfitz

yeah so the crappy fttc (16mbs) that i had, and had been assured id keep until the upgrade went through on my end, hasnt worked since around 3-4pm. I presume what ye are after doing is canceling my fttc with the non existent ftth connection that ye cancelled! This is unacceptable! we dont have any lte or 3g coverage here to keep us going until we get the ftth installed (whenever the hell that will happen). In a house of 6 with people running a small business, others doing online college courses, and our entire entertainment system, this was exactly what i asked for not to happen when i ordered the upgrade all the way back in march.

Can this case be shown to a supervisor or someone in charge because at this stage its a ****ing joke.

Sean

eir: Adam

Icyseanfitz wrote: »

yeah so the crappy fttc (16mbs) that i had, and had been assured id keep until the upgrade went through on my end, hasnt worked since around 3-4pm. I presume what ye are after doing is canceling my fttc with the non existent ftth connection that ye cancelled! This is unacceptable! we dont have any lte or 3g coverage here to keep us going until we get the ftth installed (whenever the hell that will happen). In a house of 6 with people running a small business, others doing online college courses, and our entire entertainment system, this was exactly what i asked for not to happen when i ordered the upgrade all the way back in march.

Can this case be shown to a supervisor or someone in charge because at this stage its a ****ing joke.

Sean

I am really sorry to hear of the issues you're experiencing with your bill and your broadband service. 

I will go through my PM's shortly and I'll be back in touch as soon as I have an update on this. 

- Adam

Icyseanfitz

thanks for the detailed reply Adam. I rang technical services and sure enough all my current fttc service has been cut off until my ftth gets installed which is apparently happening next tuesday. Appalling to be honest, my partner has a college assignment due this friday and this is going to cause all sorts of problems! 

eir: Anna

Hi Icyseanfitz, 

I completely understand your frustration here and I do apologise for any inconvenience caused. Unfortunately, we would be unable to escalate this for you as there are no earlier appointments available.

Please feel free to get in touch if you have any further queries.

Thanks, 
Anna. 

Icyseanfitz

how am i going to be compensated for this whole mess? i presume not at all 

Icyseanfitz

is my technician appointment tomorrow still happening? i need to know please as il have to take another day off work

eir: Anna

From what I can see on your account a technician is due out before 5 pm today.

Once the service has been installed, can you please PM me to advise me?

Thanks,
Anna

Icyseanfitz

aaaand im back :mad: 

technician came yesterday, installed my ftth, all went smooth, was getting close to the 1000mbs so i was happy and planning to make a network around the house. Got a call today about 5.10pm from a man working for eir who said he was monitoring the situation with my broadband installation and was ringing to check up and make sure it all had gone smoothly, i told him it had and was just so relived to have finally gotten it installed! i had to go somewhere for the night straight after the phone call. 

About an hour after the call i got a phone call from my partner telling me the internet had stopped working..........****ing fantastic! got home around 11.30pm and sure enough there is zero internet in the house, no internet light on the modem and no connection on the modems webpage.

Please tell me ye havnt cancelled this package too? because it sure feels like ye have.

i am so bloody sick of this, i finally thought i had gotten it and that was the end of all this god damn drama but no such luck!

Please tell me what is going on!!!

eir: Anna

Hi Icyseanfitz,


Thank you for getting back to us.


I have checked your account and nothing has been cancelled.

Hav you contacted our technical support team in regards to this?

You will need to contact them to troubleshoot this issue on 1890 260 260 or freephone 1901.

Thanks,
Anna

Icyseanfitz

more customer care, great....

eir: Anna

I am very sorry Icyseanfitz.


Unfortunately, we would be unable to troubleshoot any technical difficulties from here.


Thanks,
Anna

Icyseanfitz

was onto a nice fella called Jamie in tech support for about an hour, we tried everything he could think of, the lights where all good on the ONT but for some reason we couldnt get the internet light on the modem to work, i tried another f2000 that i had as well so it wasnt the modem. Basically it should be working but it isnt.

And because of this Jamie couldnt log a fault on the line with open eir, technically we are getting the service  he told me he would try to ring me back today or tomorrow with news.

god i had it for 1 day  what a mess

eir: Anna

I am truly sorry

I will query this with a manager in the technical support team to see if they would be bale to look into this further.

Thanks,
Anna

Icyseanfitz

thank you

eir: Anna

No problem at all.

Please let me know how you get on with this.

Thanks,
Anna

Icyseanfitz

Jamie got back to me just there, said he that i was connected to the call center or something and he had to change a few ports. All working again  

eir: Anna

I'm delighted to hear this

Please let us know if you have any further queries.

Thanks,
Anna

Icyseanfitz

hopefully thats the end of this saga! thanks for the help Anna

eir: Anna

No problem at all.

Thanks,
Anna

Icyseanfitz

Back again. got our first ftth bill in the door and its a lot more than what it should be. im on the 1000mbs package which from what i can remember was supposed to be around the 90euro a month mark. the bill we got in is for 187.49euro. its broken down into, eir bundle = €85, summary usage charges = €42.50, modem charge = €59.99.

i understand having to pay for the modem, but what is this summary charge about? in usage charges its under excess broadband usage. I wasnt made aware of any download limits for this package and even if there are i find it hard to believe we have passed them. Can i please get this looked into.

as a side note, our home phone has stopped working completely so can i get that looked into too please.

eir: Adam

Icyseanfitz wrote: »

Back again. got our first ftth bill in the door and its a lot more than what it should be. im on the 1000mbs package which from what i can remember was supposed to be around the 90euro a month mark. the bill we got in is for 187.49euro. its broken down into, eir bundle = €85, summary usage charges = €42.50, modem charge = €59.99.

i understand having to pay for the modem, but what is this summary charge about? in usage charges its under excess broadband usage. I wasnt made aware of any download limits for this package and even if there are i find it hard to believe we have passed them. Can i please get this looked into.

as a side note, our home phone has stopped working completely so can i get that looked into too please.

Hi Icyseanfitz, 

I'm afraid Anna is longer with us. 

Can you PM me your account number and I'll look into this for you?

Thanks

Adam 

Icyseanfitz

done

MentalMario

Rarely comment on customer service as it's a tough thankless job that's rarely the agent's fault. 

However, the amount of absolute bull**** I'd to go through yesterday deserves commenting on. I'm pretty laid back when dealing with companies but Jesus, this was something else. 

Eir is without a doubt the worst company I've ever dealt with. Downright atrocious. 

I was transferred to the wrong department 3 times when trying to cancel an account yesterday. Add in given the wrong number to call twice, and your webchat was about as useful as a lid on a McFlurry.
 
Not the first time I've had issues with the level of service provided, but thankfully it's the last. 

Icyseanfitz

for anyone that might pop into this thread, the highest end broadband you can buy (90+ euro) is advertised as unlimited but is in fact limited to 1TB of data. Might seem like a lot but if you have a 1gig ftth connection and like to watch 4k content as well as download games with multiple users, it doesnt last long!

went 28gigs over 1TB last month and got charged an extra 42 euro for the pleasure. 

Also Adam, my house phone no longer works at all! can this get checked please? everytime i try to use it im told that there is a line disconnected. Ive not disconnected anything on my end.

spiritof1963

Welcome to my world Icyseanfitz... http://www.boards.ie/vbulletin/showthread.php?t=2057767966&referrerid=851284


I'd recommend leaving EIR to be honest - I did because of the 'ambiguous' marketing ploys and absolute disregard for customer satisfaction.

Mind you I had to pay an 'early exit' penalty - still worth it though, as I now have access to truely unlimited and hassle free broadband.

eir: Adam

Icyseanfitz wrote: »

for anyone that might pop into this thread, the highest end broadband you can buy (90+ euro) is advertised as unlimited but is in fact limited to 1TB of data. Might seem like a lot but if you have a 1gig ftth connection and like to watch 4k content as well as download games with multiple users, it doesnt last long!

went 28gigs over 1TB last month and got charged an extra 42 euro for the pleasure. 

Also Adam, my house phone no longer works at all! can this get checked please? everytime i try to use it im told that there is a line disconnected. Ive not disconnected anything on my end.

Hi,

I have received your PM. I'll go through my PM's and I'll be back in touch with an update ASAP.

- Adam

eir: Adam

MentalMario wrote: »

Rarely comment on customer service as it's a tough thankless job that's rarely the agent's fault. 

However, the amount of absolute bull**** I'd to go through yesterday deserves commenting on. I'm pretty laid back when dealing with companies but Jesus, this was something else. 

Eir is without a doubt the worst company I've ever dealt with. Downright atrocious. 

I was transferred to the wrong department 3 times when trying to cancel an account yesterday. Add in given the wrong number to call twice, and your webchat was about as useful as a lid on a McFlurry.
 
Not the first time I've had issues with the level of service provided, but thankfully it's the last. 

Hi MantalMario,

Thanks for getting in touch. I'm very sorry to hear of the issues you've experienced while on the phone to us. I will pass this feedback on tot he relevant department. I'm afraid I'd be unable to close an account from here, you would need to give us another ring on 1901 to arrange this I'm afraid. 

- Adam

Icyseanfitz

well the household is well over the fair usage policy of 1Tb already ([font=gt-regular, Arial, Verdana, sans-serif]1117252 MB)[/font] and my bill isnt due until september the 5th! how in the name of god is 1Tb a sensible limit for a 1gig ftth connection? i obviously ordered this kind of speed (why else would i want it) as my house uses a lot of bandwidth, to be restriced to the same usage as a 15mb connection is stupid beyond reason. There are 6 people using it to watch netflix/youtube/games and with a connection of this speed everything is automatically streamed at the highest quality.

Furthermore i was never advised on ordering eirs most expensive home connection that i was limited to 1Tb, I was sold unlimited! 

If this keeps up and if i receive charges for this i will have no option but to cancel it. What a god damn joke!

eir: Adam

Icyseanfitz wrote: »

well the household is well over the fair usage policy of 1Tb already ([font=gt-regular, Arial, Verdana, sans-serif]1117252 MB)[/font] and my bill isnt due until september the 5th! how in the name of god is 1Tb a sensible limit for a 1gig ftth connection? i obviously ordered this kind of speed (why else would i want it) as my house uses a lot of bandwidth, to be restriced to the same usage as a 15mb connection is stupid beyond reason. There are 6 people using it to watch netflix/youtube/games and with a connection of this speed everything is automatically streamed at the highest quality.

Furthermore i was never advised on ordering eirs most expensive home connection that i was limited to 1Tb, I was sold unlimited! 

If this keeps up and if i receive charges for this i will have no option but to cancel it. What a god damn joke!

Hi Icyseanfitz, 

Thank you for getting in touch. 

Unfortunalty our fair usage policy is 1TB, these details can be found in our terms and conditions. 

terms and conditions link

On page 3.1 section 5. 

I am sorry I cannot offer better news. 

-Adam 

Icyseanfitz

****ing hopeless

Icyseanfitz

what are the cheaper ftth download packages? if im going to be constantly getting charged for something i wasnt told about on ordering im going to have to reduce the cost of my package somehow to offset it

eir: Adam

Icyseanfitz wrote: »

what are the cheaper ftth download packages? if im going to be constantly getting charged for something i wasnt told about on ordering im going to have to reduce the cost of my package somehow to offset it

If you click the below link and enter your details you'll be able to see our current FTTH plans. However, these are our plans for new customers. I'd recommend giving our loyalty team a ring on 1901 to check exactly what is available to you.

https://www.eir.ie/broadband/coverage-map/

- Adam

Icyseanfitz

back again, after receiving a ridiculous bill of something like 300 euro on my ftth package (90euro). I cannot login to my eir for some reason (it isnt giving me one just doesnt respond to me entering password) so can i get help to see what this out of package data usage was. 

Icyseanfitz

apparently we went over the FUP by 1Tb of data. This cant be right watching standard HD (not 4k or even 2k) tv shows through netflix and downloading around 5 games (20 gigs each max) in the last month, we also use eir tv which is free of FUP, this combined should not have us this far over our limit

Icyseanfitz

ive gotten into my eir, can someone please explain to me properly how the hell my bill for december was 110 euro but my bill for january is 171 euro when my usage for December was 1309745 MB and my usage for January was 1389483 MB, thats the only difference that i can see. and i now already have a bill for February for 233 euro

RGB LDN

Icyseanfitz wrote: »

ive gotten into my eir, can someone please explain to me properly how the hell my bill for december was 110 euro but my bill for january is 171 euro when my usage for December was 1309745 MB and my usage for January was 1389483 MB, thats the only difference that i can see. and i now already have a bill for February for 233 euro

Try checking your charged usage "out of bundle charges".

If you're still on the same plan (i.e. you're not at the end of a promo period) as when your bill was €110, then it isn't possible that data overages could account for an extra €123 on your bill, as they cap data overage charges at €100.

Where customer usage exceeds the specified monthly download/upload limit appropriate to the customer's chosen level, the company reserves the right to charge the customer for the excess use or to request the customer to select a more appropriate level. In the event of a customer refusing or neglecting to select an appropriate level, eir may upon due notice terminate the provision of the facility to the customer. The additional charge for excess usage is €2.03 per GB (€1.65 ex. VAT) up to a maximum of €24.40 (inc. VAT) per month. eir Fibre packages with unlimited usage are subject to a Fair Usage policy of 1TB per month. Usage is excess of 1TB will be charged at €2.50(inc. VAT) for every 10 GB up to maximum of €100(Inc.VAT) per month - from https://www.eir.ie/opencms/export/.content/pdf/terms/Part3.1.pdf

If you've used 1,389,483 MB in Janurary, then you've gone well over the 1TB limit.
However, it may be that they've charged you over €100, as eir hasn't the best reputation when it comes to billing etc...
If you feel, after contacting Eir, that they have't done enough, then here are some links to Government websites to help you out. 

www.comreg.ie
www.ec.europa.eu/info/departments/justice-and-consumers_en

eir: Thomas

Icyseanfitz wrote: »

back again, after receiving a ridiculous bill of something like 300 euro on my ftth package (90euro). I cannot login to my eir for some reason (it isnt giving me one just doesnt respond to me entering password) so can i get help to see what this out of package data usage was. 

Hi Icyseanfitz,

I'm very sorry to hear about the issues you've been having and I apologise for any inconvenience caused. 

Please feel free to PM me your full name and account number, I would be happy to look into this for you.

Thanks 

Thomas

Icyseanfitz

sent

eir: Thomas

Icyseanfitz wrote: »

sent

I will reply to your PM shortly.

Thanks

Thomas