Absolute disaster with Eir

Karen23

Back in February I contacted Thomas in Eir (not sure if it's the same Thomas here) to arrange a phone and broadband move from an office in a priests house that was being renovated to a temporary office in the back of the church. All was confirmed with Eir and we were asked to give two weeks notice in advance of the move which we did and Eir confirmed an appointment for 8 May, because of this appointment we arranged for the office move on the same day. For reasons we've never fully been told , Eir never showed and another appointment was arranged for 15 May, this meant a week operating an office with no phone or internet and again they never showed. After hours of calls to different departments and repeating everything to each different rep we finally got a technician out on 18 May. He said the old number should be ported by the end of the day but could be Monday. Keeping the old number was essential to this move and we were assured this wasn't a problem. By Tuesday we still hadn't got the old number ported so rang and spoke to Jodie, she again assured us it wasn't a problem and she checked the exchange and confirmed both lines were on the same one and it would three to five working days after the old line was disconnected. The old line was disconnected last Tuesday and we rang today to see why the old number still wasn't working only to be told the porting of the old number wasn't possible and no one knew why. No one from Eir had even contacted us to let us know, we spoke to a supervisor today as we were very clear from day one that keeping the number was vital and she basically called us liars saying we would never have been told keeping the old number was possible as staff know it can't always happen we told her Jodie had checked last Tuesday and confirmed it again but she said its now not possible and she didn't know why. We asked to speak to someone who could tell us what the problem is and she refused to put us through and repeating it wouldn't be happening and we wouldn't have been told it could. This is an office, it's not as easy as sending friends and family a text with the new number, we have stationary and business contacts that would cost money for us to change number which is why we checked it was possible before beginning the process. We've had so many wasted hours on the phone and unbelievable frustrating trying to get this sorted. Can you please shed any light as to why we have such an awful experience dealing with Eir and why now we can't keep the old number ?

eir: Tracey

Karen23 wrote: »

Back in February I contacted Thomas in Eir (not sure if it's the same Thomas here) to arrange a phone and broadband move from an office in a priests house that was being renovated to a temporary office in the back of the church. All was confirmed with Eir and we were asked to give two weeks notice in advance of the move which we did and Eir confirmed an appointment for 8 May, because of this appointment we arranged for the office move on the same day. For reasons we've never fully been told , Eir never showed and another appointment was arranged for 15 May, this meant a week operating an office with no phone or internet and again they never showed. After hours of calls to different departments and repeating everything to each different rep we finally got a technician out on 18 May. He said the old number should be ported by the end of the day but could be Monday. Keeping the old number was essential to this move and we were assured this wasn't a problem. By Tuesday we still hadn't got the old number ported so rang and spoke to Jodie, she again assured us it wasn't a problem and she checked the exchange and confirmed both lines were on the same one and it would three to five working days after the old line was disconnected. The old line was disconnected last Tuesday and we rang today to see why the old number still wasn't working only to be told the porting of the old number wasn't possible and no one knew why. No one from Eir had even contacted us to let us know, we spoke to a supervisor today as we were very clear from day one that keeping the number was vital and she basically called us liars saying we would never have been told keeping the old number was possible as staff know it can't always happen we told her Jodie had checked last Tuesday and confirmed it again but she said its now not possible and she didn't know why. We asked to speak to someone who could tell us what the problem is and she refused to put us through and repeating it wouldn't be happening and we wouldn't have been told it could. This is an office, it's not as easy as sending friends and family a text with the new number, we have stationary and business contacts that would cost money for us to change number which is why we checked it was possible before beginning the process. We've had so many wasted hours on the phone and unbelievable frustrating trying to get this sorted.  Can you please shed any light as to why we have such an awful experience dealing with Eir and why now we can't keep the old number ?

Hi Karen23, 

I'm very sorry to hear about the ongoing issues you are having with ourselves, I understand your frustrations. 

Feel free to PM me your account number, email address, date of birth and full name on the account and I'll look into this for you and get clarity on the issue with the number.

Thanks 

Tracey 

Karen23

Pm Sent

eir: Tracey

Karen23 wrote: »

Pm Sent

Thanks. 

I've responded to you there now. 

Thanks 

Tracey