“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 ordered BB and Homephone and TV from EIR and the order process was great everything went smoothly. Appointment was set for a Monday which I booked off from work but no one showed up. I was contacted at 16.50 to say that no one would be there would I like to rebook. I said that I wouldnt as I would be cancelling as I had no days off until January. I was contacted by EIR and they did what they could to try and get me to stay but at that stage I did not want to reschedule. Maybe in the future I will try again”
“I ordered broadband to be installed in the summer of 2016. I was informed that a new line would need to be installed from the cross-roads. Contractors visited the house and noted that a pole would need to be erected outside the house. This would require a larger crew. I was then told the work could not be completed until January 2017. In January 2017 I received a call informing me that installation had been scheduled for March 2017. No guarantee that it will happen in March. The job is clearly inconvenient and therefore not a priority to EIR.”
“I had agreed a new contract with EIR about 6 months ago. About 2 months later, EIR informed me that my contract was changing with a substantial monthly price increase. I said I was happy with my existing contract, and that I did not want the extra Sports service or extra Phone Talk Time. EIR informed me that I did NOT have any choice. Accept the new contract or leave EIR ............ very badly managed. I am seriously considering leaving EIR.”
“Was sold a package that was wrong first then phoned after first bill to ve told it couldn't have been offered as line can't take what we were offered. Also told them we wanted same in packagefor phone as we had. Got second bill. To see no phone add on for usa calls”
“My installation was delayed for over 3 months due to truly apalling internal communications issues within Eir. Also terrible customer service. I had to escalate these issues to Comreg in order for a resolution”
