“It took 4 attempts to get account sorted. It is such a pity that your customer service staff are not all equal to the task. I would have to say that both ladies I eventually had the sheer luck to deal with were so professional, capable and a pleasure to deal with. It was the pathetic knowledge of 2 gentlemen that left me fuming (One of them I eventually had to ask to hang up and log out of my account so I could ring in again and get someone else!!) Train you staff to do their job is my opinion.”
“No end of the world stuff and probably average for the industry but…….
Ordering Process:
1. I ordered three times with assistance from your Chat representatives before finally a month later I got an email address I could follow up with. No reference number is provided at the time of initial ordering which is bizarre so when nothing okays the process has to be repeated.
2. At the time I processed my order in September I was given a date for when fiber was available – within a couple of weeks and given the same price of €40 for Fibre broadband only. However, not only is one of the discounts valid for only 3 months I was charged a service and connection fee for about €26 when it was supposed to be free. In fact it’s free on your website.
Fibre: I still haven’t got Fibre months later and now I don’t even have a date. I keep checking your website and it keeps telling me “within 6 weeks”
Connection Speed: My connection speed is regularly less than 1Mbs! Sometimes the speed test times out and often it’s as low as 0.10Mbs – as slow as dial up 20years ago. I have logged calls and while the CS rep has been very helpful and knowledgeable the speeds have not improved. Seemingly the line is capable of 20Mbs but that is patently not happening. Incidentally I had Vodafone investigate and they told me the line was congested resulting in only 2Mbs over wired
I look forward to a response. Remember there is no point sending a survey looking for feedback if you do not act on it. Otherwise it creates customer dissatisfaction”
“I am still not set up. I signed up on the 5th October, 2016 and still have no phone line or broadband I have been told that the junction box is full and an Eir Representative needs to call out to solve this issue. I was then told the end of December that this problem was rectified an an agent would call in January, 17 which he did but could not set up as the problem was not resolved. I got one missed call from Eir since have tried to ring back and can't get through to anyone. Can someone please contact me with an update”
“No dey didnt as in the eir shop n ballina was told about insuring phone and no email was sent to eir and after many phone calls to shop I got a direct numbr n rang myself”
“To whom it concerns.
i now have eir 3 months i find it very good.
How ever the billing process is not regular iv got 1 pay bill which i requested and punchealy
paid same my bill was due on the 10 of jan 2017 but so far nothing as im 68 years of age thats the way i like to pay my subscription each month .
so please dont ingnore this mail please .
john cosgrave
34 mount ieveres sixmile bridge.
co clare”
“I wanted to replace my old, ailing, button phone with a similar one and went to the eir shop in Liffey Valley shopping centre. The helpful attendant said he had none in stock but would have in a few days. When I returned, I got one just as I wanted.”
“1 first call out given wrong mobile unable to contact me 2 second call out technican said order was incorrect 3 technican came too late to do outside work line vault 4 technican came on his own and it is a 2 man operation he said,”
“Eir kept changing installation dates! I contacted them a number of times told me it was all ok. First booted on 21st October, Then 2 months during another call turns out they had given the technician the wrong number, and cancelled it, but I got no notification . So ended up up going with Sky!”
“Shambles of a company, do not touch, they simply do not care. I did what i thought was a very simple transaction. I moved 300metres and asked for my phone service to be moved with me. I set up the new connection in the new house 1 month before the move. I ordered phone and broadband and was subsequently told the broadband needed to be cancelled as the wrong address was used for the new connection. that cancellation i was told would be 24/48 hours, 5 days later and i was still waiting for that to be cancelled, I still have a box on the side of my house with a load of loose wires from the installation., I'm also receiving this "review" email 2 weeks after placing the order...after some 15 years with Eircom/Eir i have now cancelled my account in full. Your customer service is appalling . Your staff are very poorly trained and the system you use to update records and take orders appears to be chaotic. All in all i can honestly say i have never experienced a company with such bad service, and the most annoying piece of it all is that of the umpteen staff i spoke to not one of them seemed to care about there job which is very sad but i suppose a reflection of the company.”
