Switching provider issue

The Prisoner

Hi

With my phone/broadband contract (and promotional offer) up near the end of January I decided I would like to switch provider - however I have discovered this has been made extremely difficult due to my service being set up as "voice over broadband" rather than the separate phone/broadband that I had previously been used to.

To get one thing clear, I never asked to be put on voice over broadband in the first place, nor was I informed that it would potentially cause problems should I wish to switch provider further down the line.

The provider I wish to switch to have now told me that rather than just being able to take over the line as normal in these situations they can't do anything until I cancel with eir - so as well as the prospect of having several days of downtime in between I now find myself paying full whack for a package that I should have long been out of.

I would love to hear an Eir representative's take on this - to me it's a shockingly bad way to treat your customers.

eir: Grainne

The Prisoner wrote: »

Hi

With my phone/broadband contract (and promotional offer) up near the end of January I decided I would like to switch provider - however I have discovered this has been made extremely difficult due to my service being set up as "voice over broadband" rather than the separate phone/broadband that I had previously been used to.

To get one thing clear, I never asked to be put on voice over broadband in the first place, nor was I informed that it would potentially cause problems should I wish to switch provider further down the line.

The provider I wish to switch to have now told me that rather than just being able to take over the line as normal in these situations they can't do anything until I cancel with eir - so as well as the prospect of having several days of downtime in between I now find myself paying full whack for a package that I should have long been out of.

I would love to hear an Eir representative's take on this - to me it's a shockingly bad way to treat your customers.

Hi The Prisoner, 

Sorry to hear you wish to cancel your services with eir. 

The cancellation process can be found here

Grainne

The Prisoner

eir: Grainne wrote: »

The Prisoner wrote: »

Hi

With my phone/broadband contract (and promotional offer) up near the end of January I decided I would like to switch provider - however I have discovered this has been made extremely difficult due to my service being set up as "voice over broadband" rather than the separate phone/broadband that I had previously been used to.

To get one thing clear, I never asked to be put on voice over broadband in the first place, nor was I informed that it would potentially cause problems should I wish to switch provider further down the line.

The provider I wish to switch to have now told me that rather than just being able to take over the line as normal in these situations they can't do anything until I cancel with eir - so as well as the prospect of having several days of downtime in between I now find myself paying full whack for a package that I should have long been out of.

I would love to hear an Eir representative's take on this - to me it's a shockingly bad way to treat your customers.

Hi The Prisoner, 

Sorry to hear you wish to cancel your services with eir. 

The cancellation process can be found here

Grainne

I gave the 30 days notice period to switch provider, which as I have explained I was subsequently unable to do as Eir put me on Voice over Broadband without asking me or telling me that it could create a problem further down the line.

Why therefore should I have to give another 30 days notice to cancel when it's Eir's fault that I have to???

Giveaway

The Prisoner wrote: »

Hi

With my phone/broadband contract (and promotional offer) up near the end of January I decided I would like to switch provider - however I have discovered this has been made extremely difficult due to my service being set up as "voice over broadband" rather than the separate phone/broadband that I had previously been used to.

To get one thing clear, I never asked to be put on voice over broadband in the first place, nor was I informed that it would potentially cause problems should I wish to switch provider further down the line.

The provider I wish to switch to have now told me that rather than just being able to take over the line as normal in these situations they can't do anything until I cancel with eir - so as well as the prospect of having several days of downtime in between I now find myself paying full whack for a package that I should have long been out of.

I would love to hear an Eir representative's take on this - to me it's a shockingly bad way to treat your customers.

more like several months of downtime

fritzelly

It's the other providers issue not eir's
A VOIP landline works the same way as a PSTN landline when switching, the only proviso is it may need to be swapped like for like and not changed back to PSTN.  This is the way Openeir are moving - to abandon all copper based landlines.

The Prisoner

Even if it is the other provider's issue Eir still didn't inform me that I was being put on VOIP in the first place, I only found out when I went to switch.

djmj

I have very similar problem but I was moving to a provider that is offering phone over PSTN not voip and now I have broadband and phone working from another provider (they changed my phone number) but Eir is still charging me for a service that I don’t have any more

01902

This happened to me moving to Vodafone. If you have the app from eir to log in and see your bill their is an option to view your UAN you will probably find you have two..... The other one that is not at the top of the bill worked perfectly for me, the one on the bill got rejected more than once for being a VOIP line.

The Prisoner

1902 wrote: »

This happened to me moving to Vodafone. If you have the app from eir to log in and see your bill their is an option to view your UAN you will probably find you have two..... The other one that is not at the top of the bill worked perfectly for me, the one on the bill got rejected more than once for being a VOIP line.

Cheers yeah I gave them the other UAN but they're still not able to do the transfer because the regular line is not currently active.

The least Eir should do is waive the 30 day cancellation here, I'm not even under contract ffs!

whitelightrider

So hold on, if you want to switch provider, you have to cancel your contract with Eir first???  Seriously?  Sure you cant even get through to them

fritzelly

If you are switching on the Openeir network then you do not need to give 30 days notice (assuming out of contract)

The Prisoner

fritzelly wrote: »

If you are switching on the Openeir network then you do not need to give 30 days notice (assuming out of contract)

Please excuse my ignorance but what is Openeir? Is that another name for Eir's home broadband? (Eir reps feel free to answer too).

Thanks in advance.

fritzelly

The Prisoner wrote: »

fritzelly wrote: »

If you are switching on the Openeir network then you do not need to give 30 days notice (assuming out of contract)

Please excuse my ignorance but what is Openeir? Is that another name for Eir's home broadband? (Eir reps feel free to answer too).

Thanks in advance.

Openeir own all the infrastructure - poles, ducting, cabling etc, provide BB and LL services
Eir (retail) is just a reseller of Openeir, same as Sky, Vodafone etc
Eir and Openeir are part of the same Eircom group but operate as completely seperate entities

The main difference in switching is between the likes of Virgin etc who run their own network

EdgeCase

ComReg need to sort this out. It isn't good enough.