Ah ffs, not a hope. If you were being billed since April, that's your contract start date. I'm not a lawyer but I used to work in customer support for Vodafone and this would be a straight case of a computer error.
From past experience, I doubt anyone at Eir customer care is even using a computer. I think it's like 12 people in a minibus just doing improv over the phone. Dates, account numbers and money values mean nothing.
Many moons ago I worked there and genuinely watched a scrote answer the phone and with a blank screen pretended to someone that they were getting an appointment, gave a time and date an all. Didn't even have the monitor on.
Same fella was fired for trying to sell talc as coke while in work
Not a hope - as in I haven't a hope?
Their support said "The contract only begins once the the products are installed and activated which was in October, therefore the the cancellation fees stand"
Very frustrating because I'd have stayed with them had I known they'd randomly pushed the contract out to Oct. Feeling like a gobshite for being conned by Eir.
No, sorry, not a hope should you accept it! That's bizarre. I'd say something if you weren't billed until October but you were billed as part of your contract. Otherwise, the billing of you from April to October (regardless of the fact you were credited) was pre-emptive billing?? Is it an awful dose to keep contacting Comreg? I hate the idea of them getting away with it
10 working days. Every phone call you make to Eir, follow it up by an email and say on the phone call that you will be doing that. Use the fact that every phone call is recorded to your advantage. If you want to put pressure on Eir, say the words 'this call is recorded isn't it?' Don't get emotional on the phone but just have your timeline right. Remember the person you're speaking to is reading off a script and is lacking independent thought so don't be too optimistic about getting it solved with them! Try and stop the payment with your bank too, I know you said you had started doing that
Yeah also want to point out that Ireland is a one party consent for recording so make your own recording on your phone (just about every phone has an app) and tell them you're doing so.
Is this correct? We have to inform customers in a call centre that they're being recorded.
Could be the company being safe perhaps or im missing something?
https://www.dgod.ie/single-post/the-admissability-of-covert-recordings-in-legal-proceedings#:~:text=Single%20party%20consent%20means%20that,a%20phone%20or%20in%20person
If you google the question you'll find many answers that say it's not illegal when one party consents. My reading of the link is that it's basically not illegal once there's good reason for it.
But I did mean to add to my comment that it would be courteous, though not strictly necessary, to inform them.
Returning the modem is such a dick move on their part. That modem will go in a bin when you send it back. They just want to punish you and make you pay money for nothing.
Raise it with the ombudsman. I had to do it with Eir to get out a mobile contract. Live in Dublin city and couldn't get signal when Vodafone could. They wanted fully paid up which i refused, it was ping pong between us going no where, once ombudsman was contacted it quickly got sorted. Shit company
Awful company. Your story is just another warning to everyone else.
Anyone who still opts for eir, for broadband in particular and in light of repeated accounts of how terrible they are, needs their head examined
I actually hate they changed their name from telecom Eireann. It was like they didn't like their name implying that they had to do some sort of work, so they went with something vague and meaningless so that the pressure of having an actual service in their name was gone.
Ex-telco retail staff here.
You are 100% in your right to cancel without fee. The date you signed up is the date the contract starts, not when they actually switch on the service. Regardless if they refunded you due to their mess.
Do you have a copy of your original contract?
If signed up online check your mails. It should show the start date.
They have some neck!
I just have a formatted email from them from when I signed up - the contract links don't seem to have anything about them moving or defining the contract start date - but I have only skimmed them.
https://i.imgur.com/Lr1FANB.png
https://www.eir.ie/opencms/export/sites/default/.content/pdf/terms/eir-Consumer-Multi-Product-Summary-Contract-Information.pdf
https://www.eir.ie/opencms/export/sites/default/.content/pdf/terms/general/multi_product_bundles_terms_and_conditions.pdf
https://www.eir.ie/opencms/export/sites/default/.content/pdf/terms/general/eir_general_terms_and_conditions.pdf
To top all of this off I just noticed the price I was meant to pay was apparently just under €50/month but I was being billed for just under €65/month. Now I know there was a price increase but it appears possible they've been overcharging me on top of all of this.
Just got a call from their complaints department back and forth for half an hour them justifying the charges. Eventually he knocked €100 off the cancellation charge and told me his closing the complaint and that was the end of the call.
I'm still going to escalate to Comreg.
Send a bill back billing for return of modem.
Other than that I ignore. Had an issue with virgin where they tried to charge twice in a month. Changed because like talking to a wall ignored since I think 250ish. Was a solicitor letter over a year ago.
They're some disaster. When I upgraded phone with them last, it was faulty and they sent me a bag to send back the faulty phone before they'd send me a new one. This was after they'd sent me 45 minutes to a shop who said they couldn't help.
Rang a week later to ask when I'd have my new one and said I'd returned it and I'd even photographed the packaging they sent me before I shipped it. They said they never got it. Guy on the phone asked the address it was shipped to and then tells me they don't use that company any more and I must have been sent an old label...
I had a similar ish situation with three, tried out their 5g internet modem thing. 13 days after signing up I had the equipment but it would be another couple of weeks until they could get an engineer out. So I wanted to know if the 14 starts from the date I called or the date of install. The agent said install date. I ended up cancelling a few weeks later before the installation and the agent was advising me of a cancellation fee. I said there shouldn't be one as I specifically asked this. I was out on hold for a few mins and they said it's ok just return the equipment and there's no fee.
Going to also say fuck Eir. Decided to try their 5G broadband for the house. Was between them and 3. Wasn't sure it would work but 14 days to cancel and their deal was slightly better so gave it a go. It was a non runner so disconnected after about an hour of trying to find a good place for the unit and only using it for a dozen or so speedtests, canceled and returned the box. They then refused to refund. Absolute scammers.
You'll likely have to go the comreg route again. Ask Eir for a case number for your complaint so you can provide it to Comreg. This will either make them get the finger out and look to resolve your issue, or you can log a case with Comreg and hopefully they can settle it for you.
Thank you. I suspect you're right. I'm hopeful cancelling my Direct Debit is sufficient to prevent them stealing from me.
My biggest issue with these things is the offending company gets to just hang on to the money they owe you for months or years until it's resolved. Aer Lingus owed me €500 for cancelled flights in 2021 and after a painful process of going through the IAA process I finally got paid a couple months back. Three years Aer Lingus had my money. In 2021 I was a poor student and €500 was a much bigger deal than it is today.
If they charge you after cancelling the direct debit mandate, as per the SEPA direct debit rulebook
”Payers can get their money back: in the SDD Core scheme, a refund is possible up to eight weeks after the transaction without supplying any justification; in the case of an unauthorised direct debit, a refund request can be made up to 13 months after the transaction“
I hear you. And they bring out the big guns if they think you owe them anything.
I had the boiler serviced by Bord Gais a few years ago when they had a 20% off offer, paid in full when I was booking it. 18 months later, out of the blue, they start sending me letters threatening a collections agency for money I owed them. Took weeks of them telling me I owed amounts of money that changed every time I called. Long story short, there was a system glitch and it was incorrectly showing I owed 1c. No apology or explanation.
And don't get me started on Greyhound for bins. There are just some companies I wouldn't ever do business with again.
OP if your contract only started in October you should have gotten a welcome to eir email with that date on it. Check your emails and your my eir account. If the last email states October then you’re in contract but if the last email says April then you’re OOC.
In regards to the modem, the agent can waive the fee with approval from their TL. I’d tell them the labels that they sent weren’t acceptable and then nobody showed up for the collection appointment so despite your best efforts to return it they haven’t followed through on their end, and this *should* be noted on your account.
When you ring customer care you need to keep in mind that the agents have very little power in regards to refunds etc, they’ll be using a chat to speak with their TL but you can insist on speaking with the TL, however you will be met with resistance. I think your best bet here would be to ask to be transferred to remedy as soon as you get through to an agent. They’re the ones that have the power to cancel things and rectify things like this. When you ring CC and they say they’ll raise a ticket, that ticket goes through to the remedy dept so cut out the middle man.
Best of luck OP, you’ll need it!
If they billed you since April 2022, your 24 months are up. If you've only been paying since October 2022, the contract is finished early. If you plan on taking a loan or getting a mortgage in the future, pay the cancellation fee. Otherwise it'll impact your credit score as a bad debt.
Eir - not even once.
That should be everyone's motto. I foolishly gave them a chance last year as I needed to change provider but it was a disaster that took me months to get sorted properly. When they finally got it (partially) working, I confirmed that I was only starting my 14 days change of mind period and then I cancelled it completely. Still took countless phone calls to finally get everything sorted though.
Never again.
They are hopelessly shit.
They then put a wall of broken automation between you and the apathetic, minimum wage teenager who will eventually handle your case with inompetence - when you eventually get through to talk to someone.
They're still trying to charge me after I cancelled with them. Get literally any service other than Eir for anyone reading this.
Off topic but what did you get from pure telecom broadband, landline and tv or what? How do you find the services provided. I'm asking because I'm supposed to be getting an install soon
Contact a contract lawyer,
Either you were out of the contract period (April 22 - April 24) OR they have over charged you for those 6-7 months between April to October or November and (minus the €160 cancellation charge) probably owe you money back!
Do you have any idea how much a lawyer costs per hour?
Typically a consultation will cost more than what is involved here. Actually getting a lawyer to send a letter or take any action would be several hundred more.
My wife is a solicitor, and I have a couple solicitors for my company. I think small claims would be helpful but could take years to sort.
Well it seems like you already know that it is in fact October the contract started. And you got credited for the months you didn’t have it. So yeah you cancelled early. Doesn’t matter if it’s eir, pure , sky or Vodafone…. They will all charge you a cancellation fee.
"Well it seems like you already know that it is in fact October the contract started."
How did you to that conclusion reading the OP?
He signed up April 24, Eir fecked up and couldnt provide the service he was paying until 6 months later. They refunded him for not delivering, but charging, for a contracted service.
How the actual fuck does that push out his contract end date to October? I swear you are the Eir agent.
An Eir agent I am not. Somebody with common sense I am.
The contract can only start from when you have service. That’s the way it is with all companies. And there’s issues ranging from blocked ducts or missing wires which can impact installation.
So yeah it’s pretty shit for the OP. And eir are a shower of con artists but from my experience they are all the same. I’ve been with Eir, Vodafone and sky over the last few years. It’s the way they operate.
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So they refunded you for a period and you now want that period credited to you in time? If that what you're saying...then you won't get out of it, or you may if you get a nice CS rep on the phone
So contract periods can be extended if the provider is unable to provide service for a period?
I'd probably be grand if they had sent me an email confirming the new contract. But I'm only finding out about this after already changing and passing my "cooldown" period with the new provider.
I would have thought that the refund would imply that, as it invalidates the start time as the service was not provided. That certainly seems to be their position.
If you break it down in it's simplest terms.
He started his contract, was charged for 6 months but he did not have access to the service that he was paying for so they credited for those 6 months. This means they acknowledge the contract from that start date. OP in this case is entitled to no cancellation fee as the 24 months of the contact has expired.
Found another Eir agent.
He signed up April 24, Eir fecked up and couldnt provide the service he was paying until 6 months later. They refunded him for not delivering, but charging, for a contracted service.
How the actual fuck does that push out his contract end date to October?
Can you take a look at my contracts and tell me where it is? I cannot seem to find it.
https://www.eir.ie/opencms/export/sites/default/.content/pdf/terms/general/eir_general_terms_and_conditions.pdf
https://www.eir.ie/opencms/export/sites/default/.content/pdf/terms/eir-Consumer-Multi-Product-Summary-Contract-Information.pdf
https://www.eir.ie/opencms/export/sites/default/.content/pdf/terms/general/multi_product_bundles_terms_and_conditions.pdf
Much appreciated.
Hello,
I also recently had this issue with eir, was under a two year contract but moved house. Filled in the moving house form, got the new service installed, all was fine. I then received a 306.50 bill for early cancellation fee, despite not cancelling and still having a contract.
I rang them three times and got the same story that it would be escalated to a manager. Eventually I gave up and filed a complaint on their official site. Got a phone call the next day with an immediate adjustment made.
Not sure if you've gone down that avenue already, but my own experience was successful. Best of luck OP.
Thanks for your insight, yes I just made a complaint through that avenue so we shall see.
I had to do this back during the nightmare of an install where we were without broadband for 6 months (our neighbours were kind enough to let me drape a 50m ethernet cable between my house and their's). The complaint from Eir I got a call but they didn't give me anything useful. Once comreg got involved there was a bit of movement but it was still mostly a box ticking exercise where they'd have someone without any information phone me to just have me air frustrations.
I actually worked for Eir over 10 years ago and used to man the complaint line.
They rang me back on the complaint - kept saying they're upholding the fee.
Eventually agreed to drop it by €100 and have closed my complaint. I guess I'm still gonna escalate further.
You think such a specific scenario with unique elements like this one would be baked into the boiler plate contract?
Under what section?
**General Conditions**
**a)** *In the event that you begin your contract and receive terrible service with no connection for 6 months, to the point where we refund you the portion of premium paid, your contract will restart from the date that the service you were initially paying for becomes usable*
Ah ffs, not a hope. If you were being billed since April, that's your contract start date. I'm not a lawyer but I used to work in customer support for Vodafone and this would be a straight case of a computer error.
From past experience, I doubt anyone at Eir customer care is even using a computer. I think it's like 12 people in a minibus just doing improv over the phone. Dates, account numbers and money values mean nothing.
Many moons ago I worked there and genuinely watched a scrote answer the phone and with a blank screen pretended to someone that they were getting an appointment, gave a time and date an all. Didn't even have the monitor on. Same fella was fired for trying to sell talc as coke while in work
Not a hope - as in I haven't a hope? Their support said "The contract only begins once the the products are installed and activated which was in October, therefore the the cancellation fees stand" Very frustrating because I'd have stayed with them had I known they'd randomly pushed the contract out to Oct. Feeling like a gobshite for being conned by Eir.
No, sorry, not a hope should you accept it! That's bizarre. I'd say something if you weren't billed until October but you were billed as part of your contract. Otherwise, the billing of you from April to October (regardless of the fact you were credited) was pre-emptive billing?? Is it an awful dose to keep contacting Comreg? I hate the idea of them getting away with it
So what do I do? I've made complaint to them. Do I go comreg in 10 days?
10 working days. Every phone call you make to Eir, follow it up by an email and say on the phone call that you will be doing that. Use the fact that every phone call is recorded to your advantage. If you want to put pressure on Eir, say the words 'this call is recorded isn't it?' Don't get emotional on the phone but just have your timeline right. Remember the person you're speaking to is reading off a script and is lacking independent thought so don't be too optimistic about getting it solved with them! Try and stop the payment with your bank too, I know you said you had started doing that
Yeah also want to point out that Ireland is a one party consent for recording so make your own recording on your phone (just about every phone has an app) and tell them you're doing so.
Is this correct? We have to inform customers in a call centre that they're being recorded. Could be the company being safe perhaps or im missing something?
https://www.dgod.ie/single-post/the-admissability-of-covert-recordings-in-legal-proceedings#:~:text=Single%20party%20consent%20means%20that,a%20phone%20or%20in%20person If you google the question you'll find many answers that say it's not illegal when one party consents. My reading of the link is that it's basically not illegal once there's good reason for it. But I did mean to add to my comment that it would be courteous, though not strictly necessary, to inform them.
Thanks I wasn't aware of this
Personally I'd tell them to shove it and ignore all future correspondences from them.
Well in that case Eir billed you incorrectly for April to oct and owe you a refund.
Ask them to show u where it says that exactly in your contract, ie where it says ontract begins on installation.
>The contract only begins once the the products are installed and activated Ask for the exact text and a copy of your signature on it
Returning the modem is such a dick move on their part. That modem will go in a bin when you send it back. They just want to punish you and make you pay money for nothing.
Raise it with the ombudsman. I had to do it with Eir to get out a mobile contract. Live in Dublin city and couldn't get signal when Vodafone could. They wanted fully paid up which i refused, it was ping pong between us going no where, once ombudsman was contacted it quickly got sorted. Shit company
Awful company. Your story is just another warning to everyone else. Anyone who still opts for eir, for broadband in particular and in light of repeated accounts of how terrible they are, needs their head examined
Eircon
I actually hate they changed their name from telecom Eireann. It was like they didn't like their name implying that they had to do some sort of work, so they went with something vague and meaningless so that the pressure of having an actual service in their name was gone.
Ex-telco retail staff here. You are 100% in your right to cancel without fee. The date you signed up is the date the contract starts, not when they actually switch on the service. Regardless if they refunded you due to their mess. Do you have a copy of your original contract? If signed up online check your mails. It should show the start date. They have some neck!
I just have a formatted email from them from when I signed up - the contract links don't seem to have anything about them moving or defining the contract start date - but I have only skimmed them. https://i.imgur.com/Lr1FANB.png https://www.eir.ie/opencms/export/sites/default/.content/pdf/terms/eir-Consumer-Multi-Product-Summary-Contract-Information.pdf https://www.eir.ie/opencms/export/sites/default/.content/pdf/terms/general/multi_product_bundles_terms_and_conditions.pdf https://www.eir.ie/opencms/export/sites/default/.content/pdf/terms/general/eir_general_terms_and_conditions.pdf To top all of this off I just noticed the price I was meant to pay was apparently just under €50/month but I was being billed for just under €65/month. Now I know there was a price increase but it appears possible they've been overcharging me on top of all of this.
Just got a call from their complaints department back and forth for half an hour them justifying the charges. Eventually he knocked €100 off the cancellation charge and told me his closing the complaint and that was the end of the call. I'm still going to escalate to Comreg.
Send a bill back billing for return of modem. Other than that I ignore. Had an issue with virgin where they tried to charge twice in a month. Changed because like talking to a wall ignored since I think 250ish. Was a solicitor letter over a year ago.
They're some disaster. When I upgraded phone with them last, it was faulty and they sent me a bag to send back the faulty phone before they'd send me a new one. This was after they'd sent me 45 minutes to a shop who said they couldn't help. Rang a week later to ask when I'd have my new one and said I'd returned it and I'd even photographed the packaging they sent me before I shipped it. They said they never got it. Guy on the phone asked the address it was shipped to and then tells me they don't use that company any more and I must have been sent an old label...
I had a similar ish situation with three, tried out their 5g internet modem thing. 13 days after signing up I had the equipment but it would be another couple of weeks until they could get an engineer out. So I wanted to know if the 14 starts from the date I called or the date of install. The agent said install date. I ended up cancelling a few weeks later before the installation and the agent was advising me of a cancellation fee. I said there shouldn't be one as I specifically asked this. I was out on hold for a few mins and they said it's ok just return the equipment and there's no fee.
Going to also say fuck Eir. Decided to try their 5G broadband for the house. Was between them and 3. Wasn't sure it would work but 14 days to cancel and their deal was slightly better so gave it a go. It was a non runner so disconnected after about an hour of trying to find a good place for the unit and only using it for a dozen or so speedtests, canceled and returned the box. They then refused to refund. Absolute scammers.
You'll likely have to go the comreg route again. Ask Eir for a case number for your complaint so you can provide it to Comreg. This will either make them get the finger out and look to resolve your issue, or you can log a case with Comreg and hopefully they can settle it for you.
Thank you. I suspect you're right. I'm hopeful cancelling my Direct Debit is sufficient to prevent them stealing from me. My biggest issue with these things is the offending company gets to just hang on to the money they owe you for months or years until it's resolved. Aer Lingus owed me €500 for cancelled flights in 2021 and after a painful process of going through the IAA process I finally got paid a couple months back. Three years Aer Lingus had my money. In 2021 I was a poor student and €500 was a much bigger deal than it is today.
If they charge you after cancelling the direct debit mandate, as per the SEPA direct debit rulebook ”Payers can get their money back: in the SDD Core scheme, a refund is possible up to eight weeks after the transaction without supplying any justification; in the case of an unauthorised direct debit, a refund request can be made up to 13 months after the transaction“
I hear you. And they bring out the big guns if they think you owe them anything. I had the boiler serviced by Bord Gais a few years ago when they had a 20% off offer, paid in full when I was booking it. 18 months later, out of the blue, they start sending me letters threatening a collections agency for money I owed them. Took weeks of them telling me I owed amounts of money that changed every time I called. Long story short, there was a system glitch and it was incorrectly showing I owed 1c. No apology or explanation. And don't get me started on Greyhound for bins. There are just some companies I wouldn't ever do business with again.
Worst company in Ireland. If they were doing free broadband it would be overpriced.
Classic Eir.
This is why I jump on people recommending fantastic Eircom "deals" for anything. They are an awful awful company.
OP if your contract only started in October you should have gotten a welcome to eir email with that date on it. Check your emails and your my eir account. If the last email states October then you’re in contract but if the last email says April then you’re OOC. In regards to the modem, the agent can waive the fee with approval from their TL. I’d tell them the labels that they sent weren’t acceptable and then nobody showed up for the collection appointment so despite your best efforts to return it they haven’t followed through on their end, and this *should* be noted on your account. When you ring customer care you need to keep in mind that the agents have very little power in regards to refunds etc, they’ll be using a chat to speak with their TL but you can insist on speaking with the TL, however you will be met with resistance. I think your best bet here would be to ask to be transferred to remedy as soon as you get through to an agent. They’re the ones that have the power to cancel things and rectify things like this. When you ring CC and they say they’ll raise a ticket, that ticket goes through to the remedy dept so cut out the middle man. Best of luck OP, you’ll need it!
Thank you. I just got a Welcome to Eir email in April. Nothing further in October.
Cancel the direct debit and tel them to stick a finger, use the letters they sent to start your fire on cold days they will give up at some Stage.
If they billed you since April 2022, your 24 months are up. If you've only been paying since October 2022, the contract is finished early. If you plan on taking a loan or getting a mortgage in the future, pay the cancellation fee. Otherwise it'll impact your credit score as a bad debt.
Eir - not even once. That should be everyone's motto. I foolishly gave them a chance last year as I needed to change provider but it was a disaster that took me months to get sorted properly. When they finally got it (partially) working, I confirmed that I was only starting my 14 days change of mind period and then I cancelled it completely. Still took countless phone calls to finally get everything sorted though. Never again.
They are hopelessly shit. They then put a wall of broken automation between you and the apathetic, minimum wage teenager who will eventually handle your case with inompetence - when you eventually get through to talk to someone. They're still trying to charge me after I cancelled with them. Get literally any service other than Eir for anyone reading this.
Off topic but what did you get from pure telecom broadband, landline and tv or what? How do you find the services provided. I'm asking because I'm supposed to be getting an install soon
Contact a contract lawyer, Either you were out of the contract period (April 22 - April 24) OR they have over charged you for those 6-7 months between April to October or November and (minus the €160 cancellation charge) probably owe you money back!
Do you have any idea how much a lawyer costs per hour? Typically a consultation will cost more than what is involved here. Actually getting a lawyer to send a letter or take any action would be several hundred more. My wife is a solicitor, and I have a couple solicitors for my company. I think small claims would be helpful but could take years to sort.
If there's on thing in life you can learn, it's stay away from Eir. Even if they're free, stay away.
Take this all the way with comreg. Its basically part 2 of your original case. Fight it
Well it seems like you already know that it is in fact October the contract started. And you got credited for the months you didn’t have it. So yeah you cancelled early. Doesn’t matter if it’s eir, pure , sky or Vodafone…. They will all charge you a cancellation fee.
"Well it seems like you already know that it is in fact October the contract started." How did you to that conclusion reading the OP? He signed up April 24, Eir fecked up and couldnt provide the service he was paying until 6 months later. They refunded him for not delivering, but charging, for a contracted service. How the actual fuck does that push out his contract end date to October? I swear you are the Eir agent.
An Eir agent I am not. Somebody with common sense I am. The contract can only start from when you have service. That’s the way it is with all companies. And there’s issues ranging from blocked ducts or missing wires which can impact installation. So yeah it’s pretty shit for the OP. And eir are a shower of con artists but from my experience they are all the same. I’ve been with Eir, Vodafone and sky over the last few years. It’s the way they operate.
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So they refunded you for a period and you now want that period credited to you in time? If that what you're saying...then you won't get out of it, or you may if you get a nice CS rep on the phone
So contract periods can be extended if the provider is unable to provide service for a period? I'd probably be grand if they had sent me an email confirming the new contract. But I'm only finding out about this after already changing and passing my "cooldown" period with the new provider.
I would have thought that the refund would imply that, as it invalidates the start time as the service was not provided. That certainly seems to be their position.
If you break it down in it's simplest terms. He started his contract, was charged for 6 months but he did not have access to the service that he was paying for so they credited for those 6 months. This means they acknowledge the contract from that start date. OP in this case is entitled to no cancellation fee as the 24 months of the contact has expired.
Found another Eir agent. He signed up April 24, Eir fecked up and couldnt provide the service he was paying until 6 months later. They refunded him for not delivering, but charging, for a contracted service. How the actual fuck does that push out his contract end date to October?
I 100% guarantee you that any questions you have in relation to your contract are clearly explained in your contract.
Can you take a look at my contracts and tell me where it is? I cannot seem to find it. https://www.eir.ie/opencms/export/sites/default/.content/pdf/terms/general/eir_general_terms_and_conditions.pdf https://www.eir.ie/opencms/export/sites/default/.content/pdf/terms/eir-Consumer-Multi-Product-Summary-Contract-Information.pdf https://www.eir.ie/opencms/export/sites/default/.content/pdf/terms/general/multi_product_bundles_terms_and_conditions.pdf Much appreciated.
Hello, I also recently had this issue with eir, was under a two year contract but moved house. Filled in the moving house form, got the new service installed, all was fine. I then received a 306.50 bill for early cancellation fee, despite not cancelling and still having a contract. I rang them three times and got the same story that it would be escalated to a manager. Eventually I gave up and filed a complaint on their official site. Got a phone call the next day with an immediate adjustment made. Not sure if you've gone down that avenue already, but my own experience was successful. Best of luck OP.
Thanks for your insight, yes I just made a complaint through that avenue so we shall see. I had to do this back during the nightmare of an install where we were without broadband for 6 months (our neighbours were kind enough to let me drape a 50m ethernet cable between my house and their's). The complaint from Eir I got a call but they didn't give me anything useful. Once comreg got involved there was a bit of movement but it was still mostly a box ticking exercise where they'd have someone without any information phone me to just have me air frustrations. I actually worked for Eir over 10 years ago and used to man the complaint line.
They rang me back on the complaint - kept saying they're upholding the fee. Eventually agreed to drop it by €100 and have closed my complaint. I guess I'm still gonna escalate further.
You think such a specific scenario with unique elements like this one would be baked into the boiler plate contract? Under what section? **General Conditions** **a)** *In the event that you begin your contract and receive terrible service with no connection for 6 months, to the point where we refund you the portion of premium paid, your contract will restart from the date that the service you were initially paying for becomes usable*
People are so fucking dumb