Is eir the worst company in Ireland for customer service?

Firefly

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Big shout out to Alanis, but "isn't it ironic" that eir's customer support is so bad considering they effectively sell communications?

I'm with Tesco mobile and find their customer support excellent. I've used the web chat multiple times this year. I haven't waiting more than 5 or 6 mins and the problem/query always resolved.

I think some companies are missing a trick really. I had an awful time trying to leave Three a number of years ago so I ignore any offers they have as a result. GoMo/48/etc would save me money but it's the customer service that keeps me with Tesco. I think most people are the same....not bothered not getting the absolute cheapest deal if life is easier.
 

joer

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There seems to be a major improvement with Eir alright . I am on hold for 20 mins and counting. Where is this improvement they were promising ?.
 

mathepac

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That is an improvement, Even the 57 mins that have elapsed since you posted this would be an improvement for some.
 

SparkRite

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I've used the web chat multiple times this year.
GoMo/48/etc would save me money but it's the customer service that keeps me with Tesco.
It's a bit like a double edged sword, methinks.

I was with Tesco for years and never once needed to contact them, unlike yourself who needed to contact them 'multiple times this year', so I can only assume you were having problems with the service. To me, not a good incentive to either stay/switch to them.

I moved to GoMo upon its inception and like, when using TM have had no problems or any reason to contact their CS.

Whilst both of them operate a 30 day rolling contract, GoMo offer more.
 
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joer

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27 mins and 34 seconds to be exact . I said this to the very nice man that I was talking to . He said that other people were getting through in a few mins. I said that it must be just slow from my part of the country .
I was only ringing to re- contract. But I will have to ring again in a week or so which, by the way is not their problem or mine just a timeline thing.
 

Purple

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27 mins and 34 seconds to be exact . I said this to the very nice man that I was talking to . He said that other people were getting through in a few mins. I said that it must be just slow from my part of the country .
I was only ringing to re- contract. But I will have to ring again in a week or so which, by the way is not their problem or mine just a timeline thing.
Lightening fast... relatively.
 

Firefly

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It's a bit like a double edged sword, methinks.

I was with Tesco for years and never once needed to contact them, unlike yourself who needed to contact them 'multiple times this year', so I can only assume you were having problems with the service. To me, not a good incentive to either stay/switch to them.
Hi - no issues actually. I racked up very high data usage during the first month I was working from home and they knocked most of it off the bill. I also had questions relating to roaming charges in a non-EU country. Those types of contacts with them.
 

joer

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I rang Eir yesterday. I got through in 3 mins and got exactly what I wanted in about 10 mins so I signed up for another year .
So right now they are a great Company ..... :)
 

Leper

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My phone line has been giving intermittent trouble for weeks. Today (Sunday) I rang Eir on 1901 and after pressing a number of buttons and providing my account number and confirming I am the bill payer, I finally got through to the faults answering service to be informed the service does not operate on Sundays. Why was I not informed much earlier that I was wasting my time waiting and listening to waffle? What great Eir executive came up with the wording and delay of that stupid device? God knows what would have happened to me if I were from Sligo!

Come on Eir, you're a telecommunications company please communicate.
 

mathepac

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I got my Dec-Jan electronic eir bill on Christmas Day, goodwill to all etc. on the holiday.

I had raised a query about a charge on a previous bill for "Total Excess broadband usage" of €14.76 during a period when I had no TV service and poor phone reception. I never received an explanation for the excess charge nor did I receive a response from the CEO about credit for this charge other than to say it had been delegated to a minion to deal with.

On my Christmas Day bill, there is a "Charge query credit" of €34.98 with no further explanation. I think this might be the credit for breaks in service (TV internet & phone) during that billing period.

On this Christmas Day bill, there is a charge of €29.00 dated 25-Nov-20 for one "Home Plug Wireless Twin" that the eir technician who visited my home decided needed replacing to improve my home WiFi performance. He also replaced the set-top box and remote control to improve TV reception and updated the firmware on this to the latest revision. These last two items are detailed on the bill as zero-cost items under Service Charges. If the technician decided the Home Plug Wireless Twin wifi expanders were faulty or of questionable utility they should have been a zero-cost replacement too.

I calculate I am owed further credits of €29.00 for equipment eir decided I needed and €14.76 for unexplained excess broadband usage from the previous bill, so €43.76 in refunds due to me or come down and take the lot out and cancel the contract immediately. I'm sick to the back teeth of them staggering from one foul-up to the next.

I believe one of the reasons their bills are so messed up and unwieldy is they use a 3rd party accounting service like other utilities in Ireland. Electric Ireland uses Fujitsu/Fuji in the UK, the same Fujitsu/Fuji responsible for producing erroneous accounting balances for Post Offices in the UK. Post Masters and Post Mistresses have been put out of business, lost their homes, been imprisoned, committed suicide when accused of stealing when it has now been proven the software was at fault.

 
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horusd

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As a by the by, I see 'one big switch' are offering an EIR package for BB for 29.99 and a TV add on for 9.99. I'm tempted...but... some/most of the comments on here leave me wondering.
 

mathepac

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I got a response just before midday today 29/12/2020 allowing me the €43.76 credit against my account.

Super fast and as I had calculated but again no explanation as to why/how the charges were raised and no promise of "sinning no more".

They seem to be moving in the right direction but I had no TV service up to 8:30 pm last night. I don't know how long it was off-air. This is traditionally my brain workout night with 3 BBC quizzes in succession, Mastermind, Only Connect and University Challenge. The dogs were mesmerized as they were allowed unaccustomed couch time rather than being dismissed for the usual Monday night extended ablutions. As usual, winners and losers in life.
 

twofor1

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My Eir landline was not working today so I phoned 1901 from the mobile.

I was told my waiting time would be 20 minutes so put the phone on speaker and went about my business. Maybe 3 minutes later an agent came on the line and asked a few questions then advised that yes he could see a fault on the line outside, and it would be resolved within a few days.

An hour later I got a text to say the fault had been repaired.

A big improvement, or was I just incredibly lucky on this occasion.
 

joer

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And was the fault cleared . If so that was fast, both the answer to the phone call and the fault been repaired.
 

twofor1

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Yes, the fault was cleared.

I have phoned Eir's loyalty team for the past few years and they have discounted my unlimited broadband and unlimited anytime local / national landline from €69,98 monthly to €44.98 monthly.

If they do the same again in March, I will stay with them for another year.
 

joer

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Even though I am always giving out about them, EIR ,their customer service contact service, I am with them .
I find their products good. I rang them last Thursday , preparing for a long wait and was pleasantly surprised when I got an answer straight away.
I needed a new Modem and he said it would be out in the next "few" days. I was expecting it to be Monday but I had it on Friday. I signed up for EIR TV on Monday and was told I would have my TV Modem within three working days and I had it yesterday, Tuesday. Very fast service.
Now I have phone broadband, mobile and tv with them for 65 euro per month for 12 months. So depending on how good the TV is will be a case of whether I will stay with them next year . I will be saving 20 euro per month not having Sky.
I must say that I am impressed with how fast Eir were in getting me sorted.
 

W200

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My Eir landline was not working today so I phoned 1901 from the mobile.

I was told my waiting time would be 20 minutes so put the phone on speaker and went about my business. Maybe 3 minutes later an agent came on the line and asked a few questions then advised that yes he could see a fault on the line outside, and it would be resolved within a few days.

An hour later I got a text to say the fault had been repaired.

A big improvement, or was I just incredibly lucky on this occasion.
By contrast I reported a fault on landline 20th December ( Clontarf area ). Nothing done until first days of January when workers appeared and dug a hole in the road . Since then on a daily basis workers arrive and peer into said hole . Still no phone . Contacted them Monday last and was assured that problem would be resolved on Tuesday last . Today Thursday ........ Still no phone . Hopeless ,shoddy, useless service .
 

Leper

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I reported our internet service died several times per hour since mid December. Still the service has not been fully restored. It's liking waiting for Godot.
 

W200

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By contrast I reported a fault on landline 20th December ( Clontarf area ). Nothing done until first days of January when workers appeared and dug a hole in the road . Since then on a daily basis workers arrive and peer into said hole . Still no phone . Contacted them Monday last and was assured that problem would be resolved on Tuesday last . Today Thursday ........ Still no phone . Hopeless ,shoddy, useless service .
UPDATE .
Of course the fault was not repaired on Tuesday as promised so I rang again today . Was told cable needed to be replaced , that would require permission from council to dig up the road and they HOPED to start work on .......... 28th January . Grrrrrrrrrrrr.
 

joer

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That is not good at all . How many holes do they have to dig ? There used to be a case of , if your line was out of order for over two working days you could claim back line rental , I am not sure if this is still the case but it would be worth checking out.
Keep a note as to how many days without service for proof.
 
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