Eir chargine me €250 out of the blue for eFiber connection

JimmyVik

So 3 months ago I signed up to Eirs fiber extreme. €30 package. Moved from Vodafone fiber. They sent me out the router and I connected it.
All good.
Now in Month 3 I get a bill for €250 + €30.
On the bill it says it is a connection charge.
Now when I signed up for this I asked were there any sneaky charges and they said No there werent.
So Im trying to contact them and I cant get through anywhere.
Does anyone know how to contact Eir customer service or what can I do about this.
I was told not to go near Eir and I didnt believe the stories.
I do now.

Tilikum17

JimmyVik wrote: »

So 3 months ago I signed up to Eirs fiber extreme. €30 package. Moved from Vodafone fiber. They sent me out the router and I connected it.
All good.
Now in Month 3 I get a bill for €250 + €30.
On the bill it says it is a connection charge.
Now when I signed up for this I asked were there any sneaky charges and they said No there werent.
So Im trying to contact them and I cant get through anywhere.
Does anyone know how to contact Eir customer service or what can I do about this.
I was told not to go near Eir and I didnt believe the stories.
I do now.

They’re customer service is horrendous. Disgraceful company.

JimmyVik

Im fuming.
I was on the phone all day on hold on Friday.
They shouldnt be getting away with just slapping random amounts on peoples bills.

Tilikum17

JimmyVik wrote: »

Im fuming.
I was on the phone all day on hold on Friday.
They shouldnt be getting away with just slapping random amounts on peoples bills.

Might just be a mistake. I signed up online with vodaphone. €30 a month for 6 months then €45 thereafter (free connection for the fibre to the home if you singed up online)

I rang straight away to make sure the order was put through correctly. She said yes - free connection €30 a month.

First bill came on Friday €160 - charging me for installation. I rang and told the girl, she checked the web chat & she said I was correct & that the bull will be corrected. I guarantee you when I ring them tomorrow the bill will still be €160. If it is, I’ll be cancelling my DD. I’d advice you do the same until they get the bill corrected.

JimmyVik

Tilikum17 wrote: »

Might just be a mistake. I signed up online with vodaphone. €30 a month for 6 months then €45 thereafter (free connection for the fibre to the home if you singed up online)

I rang straight away to make sure the order was put through correctly. She said yes - free connection €30 a month.

First bill came on Friday €160 - charging me for installation. I rang and told the girl, she checked the web chat & she said I was correct & that the bull will be corrected. I guarantee you when I ring them tomorrow the bill will still be €160. If it is, I’ll be cancelling my DD. I’d advice you do the same until they get the bill corrected.

Thanks
What number did you get through to them on.

Tilikum17

JimmyVik wrote: »

Thanks
What number did you get through to them on.

Vodaphone? 1907 I think??

At least vodaphone answer the phones, unlike Eir

whiterebel

Eir make the same "mistakes" so often, they have to be deliberate. Shocking company to deal with.

JimmyVik

Tilikum17 wrote: »

Vodaphone? 1907 I think??

At least vodaphone answer the phones, unlike Eir

Its Eir unfortunately.

BobMc

All the same, fighting with vodafone for last 8 months, all bills wrong, overchared for add ons I'd not asked for, eventually
got credit applied, and what happens next bill is wrong and they use my credit to clear balance still fighting with them

its over 180euro + too not small change, support staff are egyptian these days, very frustrating

Tilikum17

BobMc wrote: »

All the same, fighting with vodafone for last 8 months, all bills wrong, overchared for add ons I'd not asked for, eventually
got credit applied, and what happens next bill is wrong and they use my credit to clear balance still fighting with them

its over 180euro + too not small change, support staff are egyptian these days, very frustrating

I’ve just checked mine & that’s what’s they’ve done. My first bill is €159 when it should be €59. My account reads €99 credit. I’m going to cancel my dd tomorrow as the money is due to come out in the 31st. This isn’t the contract I signed up for. They can fcuk off with their credit.

JimmyVik

Tilikum17 wrote: »

I’ve just checked mine & that’s what’s they’ve done. My first bill is €159 when it should be €59. My account reads €99 credit. I’m going to cancel my dd tomorrow as the money is due to come out in the 31st. This isn’t the contract I signed up for. They can fcuk off with their credit.

I got through to them on twitter and they told me this was what i agreed to.
I said produce where I agreed to. Because I certainly didnt agree to it. Then silence.

Anyone know where I go with a complaint about this. COMREG?

Ten Pin

I got through to them on twitter and they told me this was what i agreed to.
I said produce where I agreed to. Because I certainly didnt agree to it. Then silence.

Anyone know where I go with a complaint about this. COMREG?

Lodge a FORMAL complaint with Eir. Twitter, chat etc are not part of the complaints process and Eir can just ignore any complaints via those channels. Comreg are the next step but won't handle any complaint without first exhausting Eir's complaints process (get a complaint reference number from Eir). If Eir don't respond to a formal complaint within 10 days then you can go to Comreg to force Eir to respond.

You could go the data protection route to access any interactions in which Eir claim you agreed to terms that you didn't actually agree to. They are also obliged to provide a contract with terms so any charges should be detailed there.

JimmyVik

Ten Pin wrote: »

Lodge a FORMAL complaint with Eir. Twitter, chat etc are not part of the complaints process and Eir can just ignore any complaints via those channels. Comreg are the next step but won't handle any complaint without first exhausting Eir's complaints process (get a complaint reference number from Eir). If Eir don't respond to a formal complaint within 10 days then you can go to Comreg to force Eir to respond.

You could go the data protection route to access any interactions in which Eir claim you agreed to terms that you didn't actually agree to. They are also obliged to provide a contract with terms so any charges should be detailed there.

How do lodge a complaint with them though.
They dont make it easy to find anything.

Ten Pin

ccm@eir.ie

They probably won't reply but keep the emails to show Comreg that Eir didn't respond.

There's also a number to call 1800 200 481 but that might just be same as customer service who probably haven't helped much so far.

Here's some info from other posters that may assist on how to deal with Eir, it's similar to above but might have more specific details...
https://www.boards.ie/search/submit/?sort=newest&date_to=&date_from=&query=ccm%40eir.ie

Hard to understand how Eir continually get away with this sort of nonsense.

TheDriver

Complain, wait for reply and then use comreg. I've always got satisfaction quickly once comreg got involved.

MOH

They did this to me about 15 years ago. I'm shocked to see they're still at it. Shocked, I tell you.

Log a complaint here (I think - I just googled "eir complaint")

Request a copy of your data under GDPR as per their privacy policy

Bikerman2019

Ten Pin wrote: »

ccm@eir.ie

They probably won't reply but keep the emails to show Comreg that Eir didn't respond.

There's also a number to call 1800 200 481 but that might just be same as customer service who probably haven't helped much so far.

Here's some info from other posters that may assist on how to deal with Eir, it's similar to above but might have more specific details...
https://www.boards.ie/search/submit/?sort=newest&date_to=&date_from=&query=ccm%40eir.ie

Hard to understand how Eir continually get away with this sort of nonsense.

It is NOT hard to understand how they get away with this.
The regulator is a soft touch and needs to be pushed into an action they take.