Incorrect billing for new fibre+phone install

QuadaLumpins

I'm coming here because I cannot get through to 1901 (on hold for over an hour on FIVE occasions over the last week before I get cut off) and web chat is a frustrating mess (they are unable to answer the simplest queries, keep referring me back to 1901 and on occasion the reps are non-responsive for 25 minutes or more).  

I have two queries as follows:
1.  I'm a new fibre+phone customer.  When I was talking to sales they promised me the 5 euro online discount.  This has not been applied to my bill.  I want this applied asap please.  I have called sales back. but they refer me to 1901.

2. My 88 year old Dad wants to change his eir package.  His usage pattern has changed and he is out of contract.  I pay his bill and am authorised to speak on his behalf.

I am unwilling to call 1901 to get this done as I have already wasted over 5 hours on calls and chats which have been a total waste of my time.  Please DO NOT give me this as an option ... I'm not calling 1901 or going back on chat.

I'm a new customer, but my experience of eir is already getting soured, and I really, really don't want to bring this to ComReg or be forced to cancel my Dad's contract and move elsewhere.

Can you help me please?

QuadaLumpins

I've just pm'ed my account number and name to all the eir reps.

QuadaLumpins

Eir reps ... any response please?

QuadaLumpins

24 hours and still no reply ...

RobiePAX

Hi Quada,

Unfortunately eir's support over phone is currently very hard to reach. I doubt this will change this year. I know it's unprofessional but your sales agent forgot to apply extra 5 euro discount. You will have much better luck going to eir branch directly, they will sort out your 5 euro discount. Or one of the reps will respond soon and check that for you. Note that due to system limitation they won't be able to add that discount until your account is fully activated. Both broadband and landline.

As for your dad. Your name needs to be on the bill to make changes to the account. If it is, then again easiest currently going to eir branch. If your name is not on the bill, best to take your dad with you.

QuadaLumpins

Thanks PAX ...  but I would like to hear from an eir rep on this.

43 hours awaiting a response and counting ...

QuadaLumpins

3 days since I asked for help on this and still no response from the eir reps.

QuadaLumpins

6 days and no reply from the eir reps.

This is pathetic.

RobiePAX

I don't know why Eir reps are not responding to this thread. I can help you with the 5 euro discount being applied to your account. I have sent you PM.

-RobiePAX

QuadaLumpins

Thanks Robbie ... I just replied to your pm there.

Not sure why the eir reps are ignoring me ...

eir: Kellie

QuadaLumpins wrote: »

I'm coming here because I cannot get through to 1901 (on hold for over an hour on FIVE occasions over the last week before I get cut off) and web chat is a frustrating mess (they are unable to answer the simplest queries, keep referring me back to 1901 and on occasion the reps are non-responsive for 25 minutes or more).  

I have two queries as follows:
1.  I'm a new fibre+phone customer.  When I was talking to sales they promised me the 5 euro online discount.  This has not been applied to my bill.  I want this applied asap please.  I have called sales back. but they refer me to 1901.

2. My 88 year old Dad wants to change his eir package.  His usage pattern has changed and he is out of contract.  I pay his bill and am authorised to speak on his behalf.

I am unwilling to call 1901 to get this done as I have already wasted over 5 hours on calls and chats which have been a total waste of my time.  Please DO NOT give me this as an option ... I'm not calling 1901 or going back on chat.

I'm a new customer, but my experience of eir is already getting soured, and I really, really don't want to bring this to ComReg or be forced to cancel my Dad's contract and move elsewhere.

Can you help me please?

Hi QuadaLumpins,

I sincerely apologise about the delay in responding to you and I completely understand your frustration.

If you could PM me the following account details, I'd be happy to have a look into it for you.
1) Account number
2) Account name
3) Are you the account holder?
4) Your DOB

5) Your full postal address

However, for your Father's account, I would only be able to discuss the account with yourself. To make any changes to the account we would need to speak directly to your Father.

~Kellie

QuadaLumpins

eir: Kellie wrote: »

QuadaLumpins wrote: »

I'm coming here because I cannot get through to 1901 (on hold for over an hour on FIVE occasions over the last week before I get cut off) and web chat is a frustrating mess (they are unable to answer the simplest queries, keep referring me back to 1901 and on occasion the reps are non-responsive for 25 minutes or more).  

I have two queries as follows:
1.  I'm a new fibre+phone customer.  When I was talking to sales they promised me the 5 euro online discount.  This has not been applied to my bill.  I want this applied asap please.  I have called sales back. but they refer me to 1901.

2. My 88 year old Dad wants to change his eir package.  His usage pattern has changed and he is out of contract.  I pay his bill and am authorised to speak on his behalf.

I am unwilling to call 1901 to get this done as I have already wasted over 5 hours on calls and chats which have been a total waste of my time.  Please DO NOT give me this as an option ... I'm not calling 1901 or going back on chat.

I'm a new customer, but my experience of eir is already getting soured, and I really, really don't want to bring this to ComReg or be forced to cancel my Dad's contract and move elsewhere.

Can you help me please?

Hi QuadaLumpins,

I sincerely apologise about the delay in responding to you and I completely understand your frustration.

If you could PM me the following account details, I'd be happy to have a look into it for you.
1) Account number
2) Account name
3) Are you the account holder?
4) Your DOB

5) Your full postal address

However, for your Father's account, I would only be able to discuss the account with yourself. To make any changes to the account we would need to speak directly to your Father.

~Kellie

PM sent with details of my account only.

QuadaLumpins

Another PM sent with my full first name as it appears on my welcome email.

eir: Kellie

QuadaLumpins wrote: »

Another PM sent with my full first name as it appears on my welcome email.

Hi QuadaLumpins,

I've received and responded to your PM there.

~Kellie

QuadaLumpins

eir: Kellie wrote: »

QuadaLumpins wrote: »

Another PM sent with my full first name as it appears on my welcome email.

Hi QuadaLumpins,

I've received and responded to your PM there.

~Kellie

Thanks Kellie ... looks like we got there in the end.

Thank you.