Back with our old friends at eir – and nothing seems to have changed

Over recent months you would have been forgiven for thinking that all the problems we are accustomed to dealing with on this page have simply gone away. That has – sadly – not been the case. While many of the queries we have been getting have been directly related to the current crisis, there have been others which have not. We will devote the page to just a handful of them this week.

Like her mother, Edel spent days holding “for up to an hour sometimes. I managed to get to speak to someone in eir as recently as 15th June and again on 22nd June. She checked into my query and did confirm that my mother was overcharged for the past six months but they said they could only refund the last month.”

“Needless to say, this caused me concern as my mother’s phone line is her contact to her family and outside world. I set about calling the number on the text. About 50 minutes later I finally got through to a rather rude person, and explained my predicament. And, to my horror, I was cut off. I don’t know why but it could be just a technical issue.”

“In March 2019 I put them on a package which meant their bills were averaging €45 per month approximately. Since February of this year my dad has been very unwell and has been in and out of hospital which means my mam has to make a lot more calls. She was very concerned as they had risen to approximately €100 per month.”

Her mother was without her phone for 24 hours. “I have since being trying to get back in contact with them as their caller ID and call answering has disappeared but, as usual, the calls are just not answered. I understand a lot of people are working from home but this is always the case with eir. I have since spoken to a lot of people about this situation and nearly everyone I have spoken to has had a similar issue.”And there was more about eir. “I am writing to you as a last resort.

“Customers have been experiencing longer wait times than usual when contacting customer care over the course of the pandemic as our care agents normally based in Sligo, Cork and Limerick moved to remote working, and we apologise for any delays experienced by customers. “Amazon say I bought the unit from the seller. I paid my money to Amazon and I believe they have an obligation under the listing to honour the warranty. As a sidebar, I found some more details of the seller. Their trading address seems to be a house, according to Google maps. The Refurbished scheme has strict sign-up criteria for sellers. Here’s a case where things have broken down and the consumer is left holding the baby.

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