Closing of Talk To Eir Forum 29th March 2019

Kiith

This was the only place i could ever get any sort of support from Eir, so that's me gone anyway. Already moved my broadband package, but i'll be moving the phone within the next week as well.

kennethsmyth

I've been asking for cancellation confirmation for the last 3 weeks, to no avail.

Time for all of us to cancel our direct debits!

This after eir spend a fortune on changing its name to get rid of old eircom PR issues!

IJS84

In fairness lads, in my experience this was the only avenue I could get any help from Eir, it just shows the good work the boards team did given the p**s poor phone lines and ''webchat help'' team that 95% asked you to call 1901 to get help.

This is gonna just add to the awful wait times and I can only imagine that the moral in the contact centres must fantastic given the frustration on wait times to get help.

irishgrover

This was/is the only channel available to actually interact with people who work for eir. As we all know all other channels do not function, phone / web / email / complaints etc all go unanswered or unresolved.
I can only imagine how soul destroying it much be for the eir reps who have had the misfortune to have to front for such an incompetent company.

Can you imagine being Grainne and being told that she has to post that message, which she knows is an incometant lie, and knows that we know, but yet she is the one who has to put her name to it...... not that higher level, better paid lying muppet that wrote it

So spare a though for the reps... we all know what a pain in the hole it is to be customers or Eir, imagine what it is like to work for them...
So, to the reps, thanks for your efforts and best of luck for whatever is next

kennethsmyth

I would like to say thanks to the eir reps for at least being available to help with issues, I think this closure of the talk to eir will be a large mistake.

malinheader

Thanks  to Grainne, it was only way I could get any information what was happening with my fault. Once eir leaves boards I think the smart move would be to change provider. 

Poulgorm

I hope that the talk to Eir forum stays up there, even if there are no reps there to respond.

At least, it would serve as a warning to potential customers.

Berty

Poulgorm wrote: »

I hope that the talk to Eir forum stays up there, even if there are no reps there to respond.

At least, it would serve as a warning to potential customers.

I think It's unlikely. I'm sure the business has to pay to keep this forum in some form so if there is no money paid then I imagine it wouldn't be good to have it open as it doesn't allow them a right to reply.(unless they pay of course I guess)

angel eyes 2012

I always cite this company as an example of why privatisation of state companies is usually a bad concept.

Tar.Aldarion

Boards forums are easily the best support I've had from companies, and actually a reason to use them. Pity really.

oLoonatic

** We are taking a battering with our awful customer service on a public forum and are losing money. So instead of trying to fix the problem, We are going to hide it.

Thanking You
Eir Boards Team

blackmadra

Hmmm I think we all know why this is happening. 

The only solution I can find to my problems with Eir is to change broadband provider.

Wheety

Seems to be a theme for companies with awful customer service. Three closed there's a few months ago. On Twitter and Facebook they can remove posts themselves or ignore and block people.

paddy19

The most effective way to resolve your problems with Eir is to use two email addresses.

(Works really well for cancelling and saves you shoe lather and €8.)

ccm@eir.ie

ComReg track and publish the number of complaints to this email address on a quarterly basis.
Eir are very sensitive to it because it gives ComReg data to prosecute them.


Demand a  ComReg recognised complaint number.
They wont want to give it to you but just keep demanding it if your problem is not resolved.

If problem is not resolved in 10 business days escalate to ComReg by emailing



consumerline@comreg.ie




Mixed feeling about the closure of this forum. It at least allowed people to highlight issues.


On the other hand there was tendency to go to PM to bury issues with guff about GDPR.

Telling customer that they had to send a registered letter to cancel services was outrageous and misleading.

blackmadra

paddy19 wrote: »

The most effective way to resolve your problems with Eir is to use two email addresses.

(Works really well for cancelling and saves you shoe lather and €8.)

ccm@eir.ie

ComReg track and publish the number of complaints to this email address on a quarterly basis.
Eir are very sensitive to it because it gives ComReg data to prosecute them.


Demand a  ComReg recognised complaint number.
They wont want to give it to you but just keep demanding it if your problem is not resolved.

If problem is not resolved in 10 business days escalate to ComReg by emailing



consumerline@comreg.ie




Mixed feeling about the closure of this forum. It at least allowed people to highlight issues.


On the other hand there was tendency to go to PM to bury issues with guff about GDPR.

Telling customer that they had to send a registered letter to cancel services was outrageous and misleading.

Very interesting. I'll be sure to cc them in to any correspondence in the future.

MFZ

Should this thread not be a "Sticky"?

Avatar MIA

angel eyes 2012 wrote: »

I always cite this company as an example of why privatisation of state companies is usually a bad concept.

Only because State companies come with huge problems - in particular with Eircom institutionalised engineers that had a can't be sacked attitude that were unbelievably poor to deal with.

Gonzo

Very dissapointing that this forum is closing down. Any time I've had to ring customer services your put on hold for a long time and I just end up giving up. However any issue I've had has always been dealt with in a timely and satisfaction manner on this forum. The Eir reps on this forum is really the only place I know that I can contact and can get answers. Once this forum is closed it's going to be a nightmare ringing customer services and be placed on hold for possibly hours on end. The Eir reps here have always been helpful and friendly, going to be a real shame this is going.

Anteayer

Avatar MIA wrote: »

angel eyes 2012 wrote: »

I always cite this company as an example of why privatisation of state companies is usually a bad concept.

Only because State companies come with huge problems - in particular with Eircom institutionalised engineers that had a can't be sacked attitude that were unbelievably poor to deal with.

It hasn't been a state company for two decades and to be honest most of the issues are with customer care at Eir retail.

It was only a semi-state company from 1983 until 1999. Before that it was a service division of a government department with out any company structure at all. So, it's actually been longer privatised now than it was in public ownership as a semi-tstate anyway.

The infrastructure side is OpenEir is operated as a separate business unit. 

Avatar MIA

Anteayer wrote: »

Avatar MIA wrote: »

angel eyes 2012 wrote: »

I always cite this company as an example of why privatisation of state companies is usually a bad concept.

Only because State companies come with huge problems - in particular with Eircom institutionalised engineers that had a can't be sacked attitude that were unbelievably poor to deal with.

It hasn't been a state company for two decades and to be honest most of the issues are with customer care at Eir retail. The infrastructure side is OpenEir is operated as a separate business unit. 

I was referencing the poster using this company as an example of why privatisation of state companies is usually a bad concept.

angel eyes 2012

Avatar MIA wrote: »

angel eyes 2012 wrote: »

I always cite this company as an example of why privatisation of state companies is usually a bad concept.

Only because State companies come with huge problems - in particular with Eircom institutionalised engineers that had a can't be sacked attitude that were unbelievably poor to deal with.

I don't know how paying a handful of nearly-retired engineers a salary would justify such appalling customer service.  By no means is the public sector perfect but I am not aware of any public body that has such consistently bad customer service when it comes to basic communication with its customers.  For one, maybe they should concentrate on sacking their head of customer service and stop blaming the engineering department.  You need a masters in quantum physics in order to figure out how to contact them as they don't answer the phone and then you need the patience of a saint if you interact with them by email or god forbid by registered post.

Anyway it's not the eir representatives' fault, it wasn't an easy job and I wish them well in the future. 

eir: Grainne

Hi All, 

It will still be possible to contact eir through our other social media channels. 

The agents that have been working on boards.ie will still be working on the other social media channels and will be happy to assist with any account queries that you all will have. You can contact eir through twitter here and through facebook here

It has been a pleasure assisting you all with your queries on the Talk to Eir thread. 

Thanking You,
Grainne

Linzi, Grainne,

If you ever leave Eir please come back to boards and do an Ask Me Anything about life as a customer service rep. I’d love to know what it is really like behind the scenes.

Wishing you well.

topnotch

What a joke of a company. Should change their name to Ostrich telecommunications specialists in burying their heads in the sand. 🀕

yrreg0850

I for one and, I am sure many more of my generation have as much interest in facebook or twitter as going to Mars.

Gazzmonkey

DubInTheWest wrote: »

It's obvious what they are doing. It's a well known fact that eir try to keep all problems/threads via PM so other users can't see the utter shambles. So they have been disgraced on here and they don't want future unsuspecting customers to see all the problems/useless customer service so they shut down the forum.

I think the best thing to do would be for people to still post their issues regardless even after March 29th, so future potential customers can see what they are in for. Otherwise Eir just win and continue to pull the wool over peoples eyes.

This is exactly what we need to do, keep posting your Eir experiences folks. Saved me from signing up to that disease of a company, but it was too late for my employer & some mates.

tuxy

Berty wrote: »

Poulgorm wrote: »

I hope that the talk to Eir forum stays up there, even if there are no reps there to respond.

At least, it would serve as a warning to potential customers.

I think It's unlikely. I'm sure the business has to pay to keep this forum in some form so if there is no money paid then I imagine it wouldn't be good to have it open as it doesn't allow them a right to reply.(unless they pay of course I guess)

Correct, companies pay boards.ie to host this service AFAIK so it will be gone after March 30th.
We could start a Eir customer advice thread over on the broadband forum, I know the best advice is don't sign up or leave but some people are stuck in contract and advice on contacting Comreg may be of use. 
It won't be as visible as this forum but it may help some people. 

Odyssey 2005

Zero loss. PM a/c details,name etc etc.

That's as far as it ever went. Why wait until Friday ? Go now

gman2k

I have recently being trying to get Eir account connections to two separate properties but to no avail. Everything has gone wrong, eircodes addresses, BB or TV not being ordered etc. Both times when a contractor actually came out, they advised not to go with EIR if possible due to their shocking incompetence at every level.

HBC08

paddy19 wrote: »

The most effective way to resolve your problems with Eir is to use two email addresses.

(Works really well for cancelling and saves you shoe lather and €8.)

ccm@eir.ie

ComReg track and publish the number of complaints to this email address on a quarterly basis.
Eir are very sensitive to it because it gives ComReg data to prosecute them.


Demand a  ComReg recognised complaint number.
They wont want to give it to you but just keep demanding it if your problem is not resolved.

If problem is not resolved in 10 business days escalate to ComReg by emailing



consumerline@comreg.ie




Mixed feeling about the closure of this forum. It at least allowed people to highlight issues.


On the other hand there was tendency to go to PM to bury issues with guff about GDPR.

Telling customer that they had to send a registered letter to cancel services was outrageous and misleading.

Fair play to you Paddy! Great advice and the only way to deal with this company.
Thank feic for boards.ie. I was in the Eir shop and ready to switch from sky a few weeks ago and then started seeing these threads!