Eir - impossible to contact

Leper said:
Thanks for the link, Purple. I read it. For once we now have a major Call Centre admitting openly that it has screwed up and is falling short of the mark and begs patience from the customers they themselves have not been patient with.
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It was RedOnion's link.
 
I, too, regret leaving Sky. My mobile is demanding a PUK and I am stuck in the UK with no phone. My eir has decided that I don’t exist. So at the worst possible time I cannot call home or for help. I am a disabled pensioner. Does anyone know is eir behaviour is so bad we can legitimately terminate the contract?
 
My discounted 12-month contract @ €50 monthly with Eir is up this month, it will then go to €76 monthly.

I rang 1901, put the phone on speaker and went about my various household chores.

After 35 minutes an agent answered, he said he could only offer advertised packages, none of which have my current allowances etc. He transferred me to their Loyalty Team who should be able to help.

Another 40 minutes of household chores with the phone on speaker before a loyalty team member came on the line and offered me my current package with a further 12 month contract for €44.98 monthly, that’s €5 less than my current discounted rate, and €31 monthly less than my roll over rate.

It is wrong that Eir make it so difficult to make contact, change or query, no doubt knowing that many of their complacent customers will just roll over onto these higher rates.

For 75 minutes, in my case anyway there is a €372 saving over the next 12 months, so well worth it.
 
twofor1 said:
My discounted 12-month contract @ €50 monthly with Eir is up this month, it will then go to €76 monthly.

I rang 1901, put the phone on speaker and went about my various household chores.

After 35 minutes an agent answered, he said he could only offer advertised packages, none of which have my current allowances etc. He transferred me to their Loyalty Team who should be able to help.

Another 40 minutes of household chores with the phone on speaker before a loyalty team member came on the line and offered me my current package with a further 12 month contract for €44.98 monthly, that’s €5 less than my current discounted rate, and €31 monthly less than my roll over rate.

It is wrong that Eir make it so difficult to make contact, change or query, no doubt knowing that many of their complacent customers will just roll over onto these higher rates.

For 75 minutes, in my case anyway there is a €372 saving over the next 12 months, so well worth it.
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Crikey, that's a cut and paste of the process I go through with Virgin every year. !!
 
Virgin's customer service is muck as well. Not as bad as Eir but Eir are "queueing for aid during an Ebola outbreak in the Central African Republic" bad.
Sky have excellent customer service. It's just a pity that their broadband sits on Eir lines and they don't do mobile phones.
 
Have anyone tried their twitter account team? Pretty helpful. Except they can't advise business accounts but they forwarded on the business account email address to me. They are pretty efficient. Given up on staying on hold, too distracting to my day. Just send them an email. I can deal with their response when it suits me
 
I am trying to transfer my other half’s phone on three bill pay to Eir bill pay.

The new Sim came and it says if you’re trying to keep your number you must call bill pay customer care on 1905....ok great.

So when you call 1905 it asks 4 times what’s your Eir mobile number is and then cuts you off.......

So the official letter that comes with the new sim giving you guidance on how to port your existing number to Eir tells you to phone a number that can not be used unless you already have an existing Eir phone number.....

Before I use some rather strong “virtual” swear words please tell me I’m doing something wrong. Thanks
 
42 minutes on hold with Eire today. Answered at last, explained l was looking for my UAN to change supplier. Was told l was through to 'Roaming' and l needed another department, click more holding music and then cut off! 43.39 on the phone, 10s with a brusque agent and nothing. Online chat were no help but l lodged a complaint by email just for the heckler of it. I will probably just get Sky to switch us!
 
landlord said:
I am trying to transfer my other half’s phone on three bill pay to Eir bill pay.

The new Sim came and it says if you’re trying to keep your number you must call bill pay customer care on 1905....ok great.

So when you call 1905 it asks 4 times what’s your Eir mobile number is and then cuts you off.......

So the official letter that comes with the new sim giving you guidance on how to port your existing number to Eir tells you to phone a number that can not be used unless you already have an existing Eir phone number.....

Before I use some rather strong “virtual” swear words please tell me I’m doing something wrong. Thanks
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Got Sim for one of the kids (PAYG). Had the same issue. Can't recall how I ended up finding out that they'd have to bring it in to an Eir shop to get sorted. Didn't bother.
 
Your only hope of contacting eir on 1901 is at 9am. Managed to get through to them twice this week within 5 minutes waiting time.
 
Hi,

I'm amazed at how poor Eir's reputation has become for customer service .. I recently had reason to look for their "Talk to ...." forum over on Boards, and see they've closed it down.

Between the customer comments on that site, and this one, there's no way I'm going to move to them now.
 
MrEarl said:
Hi,

I'm amazed at how poor Eir's reputation has become for customer service .. I recently had reason to look for their "Talk to ...." forum over on Boards, and see they've closed it down.

Between the customer comments on that site, and this one, there's no way I'm going to move to them now.
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That's the right decision. I moved to get Eir Sport but I now know that I can get it with Sky for €27.50 a month. That's well worth it just to not have to deal with Eir Customer Service.
 
Anyone trying to contact them could try their Facebook Messenger - I sent a message recently and it was dealt with swiftly.
 
Marsha25 said:
Anyone trying to contact them could try their Facebook Messenger - I sent a message recently and it was dealt with swiftly.
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I don't want to contact them using their Facebook Messenger. I want to contact them using their phone support. I am their customer. By taking up to an hour (or more) to take my calls they are telling me that they do not value my business.
If they said that they don't take phone calls I wouldn't use them. They don't say it but in practice they don't take phone calls.
 
Marsha25 said:
Anyone trying to contact them could try their Facebook Messenger - I sent a message recently and it was dealt with swiftly.
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Eir is a telecommunications company. It is not too much to expect to be able to contact them by telephone. My bad experience with them is still ongoing despite several promises having waited over 2 hours to speak to somebody on several occasions some months ago .

A Little Bit of Insight:- Because of Eir's tardiness of dealing with my queries I contacted an old colleague still working with Eir. He informed me that Eir is finding it difficult to (a) Recruit (b) To Keep in their "Sales Area" (Call Centre) staff. Eir is not alone and it appears the same is happening in many other call centres (sorry customer facing areas). People are employed with little or no customer service skills and are badly trained and too quickly and then pushed into the front line where they must try to learn by experience. There is only so much the staff can put up with and I don't blame them for walking away in the droves that they do.

Incidentally, I was informed of some of the call centre training techniques and personal work experiences and the general crap the staff have to live with. And God! can they tell some stories!
 
Marsha25 said:
Anyone trying to contact them could try their Facebook Messenger - I sent a message recently and it was dealt with swiftly.
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I contacted them on facebook today but was again just directed to dial 1901. Hittinv my head off the wall with these guys - so frustrating. I lodged a complaint with comreg, took 3 mins, prob nothing will become of it.
 
My current dispute with Eir which started in January 2019 (logged on AAM). It ended yesterday with credit added to my telephone account. It took 4 months of me ringing 1901, writing to Eir and emailing Eir. I knew what I was talking about, the Eir representatives didn't. They took liberties with words, made up charges, maintained their stance, dictated to me, hung up, transferred my calls to other reps, refused to put me in contact with a supervisor and provided a customer service where they should be embarrassed and shamed.

I kept dates, times, names, grades of Eir people to which I had contact. You know what, I felt sorry for them. They are young, inexperienced, ill-trained, worked to the bone, paid little, work long hours/weekends etc. They put up with abuse from custommers (not from me, I hasten to add) who would not behave the same way contacting a bank. The training regime is archaic with no focus on customer care. Their promotion outlets are a joke. On the Last Day they will be assumed body-and-soul into Heaven as they experience their hell on earth.
 
My dispute with eir stretches back to December 2018 when I took their TV offering and added it to my home-phone, broadband and mobile deal. The agreed price was €72/month but bills in Jan, Feb & Mar were all in excess of the agreed price. Cue marathon telephone calls, emails, long waits, rude staff and uncooperative / nonexistent supervisors until I saw light at the end of the tunnel in the form of a bill for €73.98 which I paid paid by VISA, €2 more than agreed as I wasn't paying by direct debit. I then resurrected the D/D and relaxed believing that all was well.

It wasn't; my current bill, due for payment on Jun 4th, is for €86.72. I got through to customer services very quickly for a change but reached a woman apparently in some form of distress as she spoke over me, shouted at me, said she disliked my attitude and hung up on me when I asked to speak to a supervisor. "NO! Ya can't talk to me supervisor because dey'll tell ya nuttin' different ta me" was her parting shot.

I phoned back, got through quickly again and spoke with the delectable French-accented Laura, who listened, referred to the notes at dates and times I quoted, agreed it was an eir SNAFU, left me on hold for a while and came back with some wonderful news. A credit note has been issued for the over-charge and my bill up to and including next Dec will be €69.96/month inc VAT.

Is this a dream? Should I send flowers, propose marriage, break open the Prosecco? Only time will tell but here's hoping. Otherwise come June I will be re-running "HERE'S JOHNNY!!"
 
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For the sake of completeness, perhaps you might describe the accents of all the staff you spoke to in Eir since December?
 
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