Eir sport App (Green) not casting to Chromecast since chromecast update

eir: Linzi

Killer_Paul wrote: »

How long more before the green Eir Sports app will actually be updated and fixed?

Grainne can you also help me reset my app devices, from uninstalling and reinstalling the app it now says I have to wait till next month to register my device again even though its the same iPhone I'm using. Thanks!

colmtheperson wrote: »

eir: Grainne wrote: »

Hi colmtheperson, 

I can assure you I do understand what Chromecast is. The reason why I advised of uninstalling the chromecast is that my colleague in our technical team advised me of this. 

In regard to the conversation, you had with the agent in our webchat team I have escalated this to the agent's team leader. My apologies you were misadvised on that chat. 

Grainne

Hi Grainne

Thanks for the answer, can you explain or ask your colleague please how I uninstall my Chromecast (which is a physical piece of hardware currently connected to my television) from my phone?

I feel that misadvice is a common theme with customer care

Hi
 
We are aware of issues with the green eir Sport app and Chromecast - it is not working for a significant number of customers.  
The issue is under investigation but we don't have a root cause or estimated fix time yet. Examples are being gathered to assist with the investigation.  Apologies to our customers for the inconvenience this has caused.  We want to assure you that we are working on this as a matter of high priority.

Kind regards

Linzi  

wishbone

Chromecast works perfectly with YouTube and Netflix - it is only Eir. 
It is infuriating as Eir Sports is the primary reason I chose Eir.  


Not next year I tell you unless this is fixed soon! 

Yet another nail in the coffin for Eir.  Surely this would be high priority, the company has had enough bad press already???!!

eir: Linzi

wishbone wrote: »

Chromecast works perfectly with YouTube and Netflix - it is only Eir. 
It is infuriating as Eir Sports is the primary reason I chose Eir.  


Not next year I tell you unless this is fixed soon! 

Yet another nail in the coffin for Eir.  Surely this would be high priority, the company has had enough bad press already???!!

Hi wishbone


Apologies to our customers for the inconvenience this has caused.  We want to assure you that we are working on this as a matter of high priority.

Kind regards

Linzi  

daddy_boy

‘We want to be a modern, dynamic telco 

that has great infrastructure, 

delivers really good customer service.


– CAROLAN LENNON

https://www.siliconrepublic.com/comms/eir-ceo-carolan-lennon-interview

Sterling Archer

eir: Linzi wrote: »

Hi wishbone


Apologies to our customers for the inconvenience this has caused.  We want to assure you that we are working on this as a matter of high priority.

Kind regards

Linzi  

I will never believe Eir work on anything with high priority, it's ridiculous that this issue has been allowed to go on for so long, and the complete lack of transparency from Eir about the issue (while laughable) is what we have come to expect from Eir customer support simply because Eir have always refused to feed down information, I genuinely pity all those csr staff making 20k a year to deal with customer complaints.

Red Silurian

eir: Linzi wrote: »

wishbone wrote: »

Chromecast works perfectly with YouTube and Netflix - it is only Eir. 
It is infuriating as Eir Sports is the primary reason I chose Eir.  


Not next year I tell you unless this is fixed soon! 

Yet another nail in the coffin for Eir.  Surely this would be high priority, the company has had enough bad press already???!!

Hi wishbone


Apologies to our customers for the inconvenience this has caused.  We want to assure you that we are working on this as a matter of high priority.

Kind regards

Linz

Hi Linzi/Grainne

I had a go at uninstalling chromecast from my phone. In order to do this I had to root my device but the eirsport app gave me an error because it doesn't work on rooted devices. Can you check with your technical team for a fix for this. As you are aware an android device can't be unrooted without reinstalling chromecast to the device. A process which, as you know, happens automatically via google play updater

Thanks in advance

RickyBobby1

So I reinstalled the app even though I knew that wouldnt work.

Now It Is bringing me into a stupid thing about device management..gone beyond riduclous at this stage.

Im still waiting to hear back how we will be compensated?

Doctor Jimbob

eir: Linzi wrote: »

Hi
 
We are aware of issues with the green eir Sport app and Chromecast - it is not working for a significant number of customers.  
The issue is under investigation but we don't have a root cause or estimated fix time yet. Examples are being gathered to assist with the investigation.  Apologies to our customers for the inconvenience this has caused.  We want to assure you that we are working on this as a matter of high priority.

Kind regards

Linzi  

Perhaps eir could consider maintaining one sports app that actually works instead of two that don't.

Donegal Storm

I sent in an official complaint earlier, I'd suggest others do the same. Also escalate the complaint when they don't respond within 10 days (from previous experience they almost certainly won't) and when they don't respond to the escalation get comreg involved. At least then there's a paper trail and something to fall back on 

https://www.eir.ie/logacomplaint.jsp

Escalation form on Follow Up tab
https://www.eir.ie/complaints/

Breezer

Donegal Storm wrote: »

I sent in an official complaint earlier, I'd suggest others do the same. Also escalate the complaint when they don't respond within 10 days (from previous experience they almost certainly won't) and when they don't respond to the escalation get comreg involved. At least then there's a paper trail and something to fall back on 

https://www.eir.ie/logacomplaint.jsp

Escalation form on Follow Up tab
https://www.eir.ie/complaints/

Done:

My green Eir Sport app, which is the reason I am subscribed to Eir broadband rather than a cheaper competitor, has been unable to cast to my Chromecast device for several weeks. This is a widespread issue and is well documented in this support thread on Boards.ie: https://www.boards.ie/ttfthread/2057957930.

Your customer care representatives are suggesting customers "uninstall Chromecast from your phone", which makes no sense. I have, however, tried uninstalling and reinstalling my Eir Sport app, resetting my Chromecast, resetting my router, and using the Eir Sport app on another device.

None of the above is working. Chromecast continues to work with all other apps on my phone and iPad. The issue is clearly with the Eir Sport app.

My contract with Eir expires this month. I would be grateful if this could be addressed urgently. Eir Sport and the Chromecast functionality is the sole reason I use Eir broadband, and I will be moving to a competitor if this is not fixed.

Thank you.

schneilob

This is clearly a licensing issue that Eir does not appear to be able to resolve

wishbone

eir: Linzi wrote: »

wishbone wrote: »

Chromecast works perfectly with YouTube and Netflix - it is only Eir. 
It is infuriating as Eir Sports is the primary reason I chose Eir.  


Not next year I tell you unless this is fixed soon! 

Yet another nail in the coffin for Eir.  Surely this would be high priority, the company has had enough bad press already???!!

Hi wishbone


Apologies to our customers for the inconvenience this has caused.  We want to assure you that we are working on this as a matter of high priority.

Kind regards

Linzi  

Hi Linzi

Please could you a status update on this and an estimated date of when it will be fixed?

Thanks
Wishbone

eir: Linzi

wishbone wrote: »

eir: Linzi wrote: »

wishbone wrote: »

Chromecast works perfectly with YouTube and Netflix - it is only Eir. 
It is infuriating as Eir Sports is the primary reason I chose Eir.  


Not next year I tell you unless this is fixed soon! 

Yet another nail in the coffin for Eir.  Surely this would be high priority, the company has had enough bad press already???!!

Hi wishbone


Apologies to our customers for the inconvenience this has caused.  We want to assure you that we are working on this as a matter of high priority.

Kind regards

Linzi  

Hi Linzi

Please could you a status update on this and an estimated date of when it will be fixed?

Thanks
Wishbone

Hi Wishbone

Apologies, but we don't have that information as yet.  As soon as we do, we will notify our customers on the eir website. 

Thanks

Linzi

wishbone

eir: Linzi wrote: »

wishbone wrote: »

eir: Linzi wrote: »

wishbone wrote: »

Chromecast works perfectly with YouTube and Netflix - it is only Eir. 
It is infuriating as Eir Sports is the primary reason I chose Eir.  


Not next year I tell you unless this is fixed soon! 

Yet another nail in the coffin for Eir.  Surely this would be high priority, the company has had enough bad press already???!!

Hi wishbone


Apologies to our customers for the inconvenience this has caused.  We want to assure you that we are working on this as a matter of high priority.

Kind regards

Linzi  

Hi Linzi

Please could you a status update on this and an estimated date of when it will be fixed?

Thanks
Wishbone

Hi Wishbone

Apologies, but we don't have that information as yet.  As soon as we do, we will notify our customers on the eir website. 

Thanks

Linzi

Thanks Linzi
Is there a particular location on your website I can check?  Could you tell me the URL please?
Wishbone

eir: Linzi

wishbone wrote: »

eir: Linzi wrote: »

wishbone wrote: »

eir: Linzi wrote: »

wishbone wrote: »

Chromecast works perfectly with YouTube and Netflix - it is only Eir. 
It is infuriating as Eir Sports is the primary reason I chose Eir.  


Not next year I tell you unless this is fixed soon! 

Yet another nail in the coffin for Eir.  Surely this would be high priority, the company has had enough bad press already???!!

Hi wishbone


Apologies to our customers for the inconvenience this has caused.  We want to assure you that we are working on this as a matter of high priority.

Kind regards

Linzi  

Hi Linzi

Please could you a status update on this and an estimated date of when it will be fixed?

Thanks
Wishbone

Hi Wishbone

Apologies, but we don't have that information as yet.  As soon as we do, we will notify our customers on the eir website. 

Thanks

Linzi

Thanks Linzi
Is there a particular location on your website I can check?  Could you tell me the URL please?
Wishbone

Hi Wishbone 

If you keep an eye on this link here!  This is where we post the latest updates.

Many thanks

Linzi
 

Doctor Jimbob

eir: Linzi wrote: »

wishbone wrote: »

eir: Linzi wrote: »

wishbone wrote: »

eir: Linzi wrote: »

wishbone wrote: »

Chromecast works perfectly with YouTube and Netflix - it is only Eir. 
It is infuriating as Eir Sports is the primary reason I chose Eir.  


Not next year I tell you unless this is fixed soon! 

Yet another nail in the coffin for Eir.  Surely this would be high priority, the company has had enough bad press already???!!

Hi wishbone


Apologies to our customers for the inconvenience this has caused.  We want to assure you that we are working on this as a matter of high priority.

Kind regards

Linzi  

Hi Linzi

Please could you a status update on this and an estimated date of when it will be fixed?

Thanks
Wishbone

Hi Wishbone

Apologies, but we don't have that information as yet.  As soon as we do, we will notify our customers on the eir website. 

Thanks

Linzi

Thanks Linzi
Is there a particular location on your website I can check?  Could you tell me the URL please?
Wishbone

Hi Wishbone 

If you keep an eye on this link here!  This is where we post the latest updates.

Many thanks

Linzi
 

Linzi,

This has been an ongoing issue for weeks at this stage and there still isn't an update on that page as far as I can see. Surely someone at eir must have some kind of an idea what's happening here? Plenty of people only chose eir over cheaper options because of the sport package (which is a fantastic product when it works). 

eir: Linzi

Doctor Jimbob wrote: »

eir: Linzi wrote: »

wishbone wrote: »

eir: Linzi wrote: »

wishbone wrote: »

eir: Linzi wrote: »

wishbone wrote: »

Chromecast works perfectly with YouTube and Netflix - it is only Eir. 
It is infuriating as Eir Sports is the primary reason I chose Eir.  


Not next year I tell you unless this is fixed soon! 

Yet another nail in the coffin for Eir.  Surely this would be high priority, the company has had enough bad press already???!!

Hi wishbone


Apologies to our customers for the inconvenience this has caused.  We want to assure you that we are working on this as a matter of high priority.

Kind regards

Linzi  

Hi Linzi

Please could you a status update on this and an estimated date of when it will be fixed?

Thanks
Wishbone

Hi Wishbone

Apologies, but we don't have that information as yet.  As soon as we do, we will notify our customers on the eir website. 

Thanks

Linzi

Thanks Linzi
Is there a particular location on your website I can check?  Could you tell me the URL please?
Wishbone

Hi Wishbone 

If you keep an eye on this link here!  This is where we post the latest updates.

Many thanks

Linzi
 

Linzi,

This has been an ongoing issue for weeks at this stage and there still isn't an update on that page as far as I can see. Surely someone at eir must have some kind of an idea what's happening here? Plenty of people only chose eir over cheaper options because of the sport package (which is a fantastic product when it works). 

We can only apologise to our customers at the moment.  As I said before we don't know when we will have a fix for this issue, only that it is being worked on as a matter of priority.

~Linzi

Pangea

Glad to say its working for me now

Breezer

Pangea wrote: »

Glad to say its working for me now

Working for me too. Thank you Eir.

eir: Linzi

Pangea wrote: »

Glad to say its working for me now

Breezer wrote: »

Pangea wrote: »

Glad to say its working for me now

Working for me too. Thank you Eir.

That is great news. 

Thanks for letting us know. ~

Linzi

Tarquin1970

eir: Linzi wrote: »

Pangea wrote: »

Glad to say its working for me now

Breezer wrote: »

Pangea wrote: »

Glad to say its working for me now

Working for me too. Thank you Eir.

That is great news. 

Thanks for letting us know. ~

Linzi

As a matter of interest, how has this been resolved?  There has been no update to the iOS Green Eir app.

jgbyr

Tarquin1970 wrote: »

As a matter of interest, how has this been resolved?  There has been no update to the iOS Green Eir app.

There has been no update to the android version either.

Killer_Paul

Pangea wrote: »

Glad to say its working for me now

Breezer wrote: »

Pangea wrote: »

Glad to say its working for me now

Working for me too. Thank you Eir.

Can you confirm what gen chromecast device you are using? The issue is only with 2nd gen and ultra.

Pangea

Killer_Paul wrote: »

Pangea wrote: »

Glad to say its working for me now

Breezer wrote: »

Pangea wrote: »

Glad to say its working for me now

Working for me too. Thank you Eir.

Can you confirm what gen chromecast device you are using? The issue is only with 2nd gen and ultra.

I am using the Ultra and the 2nd gen. Both working now.

Donegal Storm

Good to hear its working again for some people, for me its even more broken than before, can't even watch on my phone now

Another night of Champions League missed

sunnysoutheast

Same for me. It won't even load on the phone.

I've tried reinstalling the App and I've now "used up my monthly device swap" apparently.

Last time I tried to use it I was told my "account was locked" which then somehow cleared itself.

It's absolutely and utterly useless. Doesn't even have F1 on it any more.

Belt

sunnysoutheast wrote: »

Same for me. It won't even load on the phone.

I've tried reinstalling the App and I've now "used up my monthly device swap" apparently.

Last time I tried to use it I was told my "account was locked" which then somehow cleared itself.

It's absolutely and utterly useless. Doesn't even have F1 on it any more.

Having the exact same problem including the "monthly swap" issue, load of rubbish

Anyone from Eir on this to help out?

dingdong1234567

This is a joke from EIR............

leex

2 houses here with same issue tonight. Eir sport was reason both of us joined Eir. A joke!

Killer_Paul

I had to ring eir today to fix the monthly swap issue, can’t watch anything on the app at all even after logging in again so can’t even check if casting is working...

Pangea

leex wrote: »

Eir sport was reason both of us joined Eir. A joke!

Not looking good for the future either!
https://www.irishtimes.com/sport/soccer/english-soccer/eir-customers-could-lose-out-on-bt-sport-and-premier-sports-as-sky-take-over-1.3823004

eir: Linzi

leex wrote: »

2 houses here with same issue tonight. Eir sport was reason both of us joined Eir. A joke!

dingdong1234567 wrote: »

This is a joke from EIR............

Belt wrote: »

sunnysoutheast wrote: »

Same for me. It won't even load on the phone.

I've tried reinstalling the App and I've now "used up my monthly device swap" apparently.

Last time I tried to use it I was told my "account was locked" which then somehow cleared itself.

It's absolutely and utterly useless. Doesn't even have F1 on it any more.

Having the exact same problem including the "monthly swap" issue, load of rubbish

Anyone from Eir on this to help out?

sunnysoutheast wrote: »

Same for me. It won't even load on the phone.

I've tried reinstalling the App and I've now "used up my monthly device swap" apparently.

Last time I tried to use it I was told my "account was locked" which then somehow cleared itself.

It's absolutely and utterly useless. Doesn't even have F1 on it any more.

Donegal Storm wrote: »

Good to hear its working again for some people, for me its even more broken than before, can't even watch on my phone now

Another night of Champions League missed

There was an outage yesterday, it should be working today?

Linzi

wishbone

Working for me now.

eir: Linzi

wishbone wrote: »

Working for me now.

That's Great

~Linzi 

daddy_boy

problem seems to be fixed :)

Red Silurian

Pangea wrote: »

Not looking good for the future either!
[url][https://www.irishtimes.com/sport/soccer/english-soccer/eir-customers-could-lose-out-on-bt-sport-and-premier-sports-as-sky-take-over-1.3823004[/url]

There was talk recently of Sky making a deal with eir and that Eir will basically pay sky whatever they were paying to BT for access to the channels

The headline also says we may "no longer" receive the Premier Sports channels so I'd take it with a pinch of salt

Also working 100% here the app hasn't been updated though so very curious

eir: Grainne

daddy_boy wrote: »

problem seems to be fixed :)

Glad to hear this is sorted daay_boy. 

Thanks for letting us know. 

Thanks,
Grainne

spoofer

I can confirm that mine is also working. 
Still a bit disappointed that there is no information as to what the cause and resolution were..

eir: Grainne

spoofer wrote: »

I can confirm that mine is also working. 
Still a bit disappointed that there is no information as to what the cause and resolution were..

Thanks for letting us know it's working spoofer. 

Glad to hear this is resolved. 

Thanks, 
Grainne