We have two markedly different stories about Eir, one that sounds incredibly frustrating and another that is very positive.
First up is Peter from Dublin. “I was a broadband and mobile customer for a number of years and in June 2024 I wanted to switch broadband supplier to Sky,” his mail begins.
So he went to an Eir shop, where he filled out forms confirming his desire to cancel his account.
“They asked me to drop back the modem which I did within days. Sky sent me a new modem and I was up and running again.”
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So far so good – but not for long.
“Over the summer I noticed bill amounts still being debited to my bank account in favour of Eir,” he continues. “After considerable to and fro, it seemed that Eir had not closed my accounts and in September they assured me this had been done.”
However, it had not.
“Each month they continue to take payments which are not due, as I have no account with themb and each time I contact them (at least six times) I am assured that the matter is now resolved and no more payments will be taken but they continue to be taken every month. I have repeatedly told Eir by phone to stop and they keep telling me it’s done but it isn’t.
“Is there anything you can do for me to intervene? I am really at my wits’ end with them now.”
He says that his next step is to “ensure the bank doesn’t pay them any more but then I’ll probably be put into arrears for money I don’t owe and that will negatively affect my credit rating. To be crystal clear, I have no accounts whatsoever with Eir now and I definitely do not owe any money to them.”
We contacted the company and received the following statement.
“Thank you for bringing this matter to our attention. Following a thorough investigation, we identified a technical issue that prevented the proper termination of the customer’s account, which our agents were not aware of. This issue has now been fully resolved. We have contacted the customer, apologised and confirmed their account is closed. The customer understands the situation and is satisfied with the resolution.”
A satisfied Eir customer
We also heard from another Eir customer who had a very different experience.
Mary O’Sullivan says she is a regular Pricewatch reader. “I thought I’d let you know about my recent experiences with Eir. A while ago all of my Eir services stopped working – internet, television and landline – so I rang the number they’ve put by for older people. It was answered quite quickly and a most helpful person got the internet and television going again. Subsequently, I got a few text messages from Eir apologising for the delay in fixing my landline and assuring me they would deal with it. Then, on Monday, December 2nd, I got a call from Shane, an Eir engineer I assume, saying he hoped to deal with the problem. He called out the same day and spent some time working inside my house, including replacing cabling as far as I could see. However, he told me cabling outside would have to be worked on and said he’d return the next day with a colleague. Sure enough, on December 3rd Shane did exactly what he’d said he’d do and got my landline working,” Mary writes. “He also ensured that my internet and television (which had been knocked out by the landline work) were up and running again – I bet that’s not part of his job description but he did it anyway.”
Mary “really appreciated the response I got from the people I dealt with in Eir and the skill they showed in doing their jobs”.
