Tried to change my plan but cannot speak to anyone so now I’d like to leave EIR

Thingymebob

I have spent nearly five hours on hold and on chat trying to change my plan, and made a trip to my local store. No one is willing to help. Today your chat representative Logesh has told me I should use the time on hold to ‘reflect’ while listening to the music. He may have two hours to spare sitting on hold but I don’t, so the only thing I’m reflecting on is moving mine and my husbands connections to a different mobile provider.
I’m on Sim Only. Do I need a code to transfer our numbers? Is there a notice period?

eir: Grainne

Thingymebob wrote: »

I have spent nearly five hours on hold and on chat trying to change my plan, and made a trip to my local store. No one is willing to help. Today your chat representative Logesh has told me I should use the time on hold to ‘reflect’ while listening to the music. He may have two hours to spare sitting on hold but I don’t, so the only thing I’m reflecting on is moving mine and my husbands connections to a different mobile provider.
I’m on Sim Only. Do I need a code to transfer our numbers? Is there a notice period?

Hi Thingymebob, 

Sorry to hear you have been unable to get through to our customer care team. We are aware of the long hold times for our customers. You can find more information here

In order to change your plan you will need to speak to an agent in our customer care team. 

If you wish to cancel your services you can find how to do this here

Our apologies for the inconvenience caused

Grainne

Thingymebob

eir: Grainne wrote: »

Hi Thingymebob, 

Sorry to hear you have been unable to get through to our customer care team. We are aware of the long hold times for our customers. You can find more information here

In order to change your plan you will need to speak to an agent in our customer care team. 

If you wish to cancel your services you can find how to do this here

Our apologies for the inconvenience caused

Grainne

I mean this as respectfully as possible but what on earth are Eir management doing? Yesterday I spent 55 minutes on hold before getting disconnected, this morning yet again the IVR message was ‘Your estimated wait time is over 30 minutes’, yet your online chat staff give conflicting information and/or are not empowered to resolve a problem.

Last week I was told by phone that I could only change plans online. Got bounced around on online chat, got the plan change but only if I changed sim cards as I’m ex-meteor and the new plan can’t be attached to the meteor billing system.

New SIM card didn’t arrive, called customer services Monday and asked to leave it another day. I left it two, still no SIM card.

Contacted online chat to be told everyone’s wrong, no new simcard is required, the plans active already. One, I don’t believe him as I’ve received a letter by post saying I have a new DD mandate, two I want to make sure that there’s been an adjustment for any billing overlap between the two account numbers.

And yet again I’m trapped in an endless circle of hold music.

I can understand why Conor Pope has so many Eir complaints in his Irish Times column.

Please tell me how to solve my issue that doesn’t involve spending more than five minutes on hold. It’s insulting and disrespectful to your customers, and being blunt, without customers you won’t have jobs.

PS almost doubled over in hysterical laughter on Wednesday when a door to door salesman tried to sell us Eir broadband and TV You’ve got to be kidding me

airuser

It took some time for me to do the same.
Eventually I got on webchat .

The whole EIR Customer Service is an absolute shambles.

EIR shop for first time sales. They cannot help with changing contract.

eir: Grainne

Thingymebob wrote: »

eir: Grainne wrote: »

Hi Thingymebob, 

Sorry to hear you have been unable to get through to our customer care team. We are aware of the long hold times for our customers. You can find more information here

In order to change your plan you will need to speak to an agent in our customer care team. 

If you wish to cancel your services you can find how to do this here

Our apologies for the inconvenience caused

Grainne

I mean this as respectfully as possible but what on earth are Eir management doing? Yesterday I spent 55 minutes on hold before getting disconnected, this morning yet again the IVR message was ‘Your estimated wait time is over 30 minutes’, yet your online chat staff give conflicting information and/or are not empowered to resolve a problem.

Last week I was told by phone that I could only change plans online. Got bounced around on online chat, got the plan change but only if I changed sim cards as I’m ex-meteor and the new plan can’t be attached to the meteor billing system.

New SIM card didn’t arrive, called customer services Monday and asked to leave it another day. I left it two, still no SIM card.

Contacted online chat to be told everyone’s wrong, no new simcard is required, the plans active already. One, I don’t believe him as I’ve received a letter by post saying I have a new DD mandate, two I want to make sure that there’s been an adjustment for any billing overlap between the two account numbers.

And yet again I’m trapped in an endless circle of hold music.

I can understand why Conor Pope has so many Eir complaints in his Irish Times column.

Please tell me how to solve my issue that doesn’t involve spending more than five minutes on hold. It’s insulting and disrespectful to your customers, and being blunt, without customers you won’t have jobs.

PS almost doubled over in hysterical laughter on Wednesday when a door to door salesman tried to sell us Eir broadband and TV You’ve got to be kidding me

Hi Thingymebob, 

I completely understand the frustration that this has caused you and my sincere apologies for the inconvenience caused. 

If you could PM the following details I will certainly look into this?
1. Registered Name
2. Registered Address
3. Account Number
4. DOB
5. Are you the Account Holder? 
6. Mobile Number & PIN
7. Old Account Number

Thanks, 
Grainne