Long story here but I might as well tell the full tale. On wedWednes morning I woke up to a lovely charge on my bill for an additional 80 euro. I read I had exceeded the fair usage data cap. To start I'd like to clarify i typically use 500/600 a month so how I managaed to over double that to 1.4tb is beyond me. I notice a number of other users on this forum and others had a similar issue in the month of august. After calling through to the same customecustomer service rep twice I was informed both times it was a valid charge and I would have to pay it. I asked questions about the cap and I was told it was to stop over use cases like mine.



The second call back was from me to point out that the data cap had been removed from 25/7 onwards. The same rep delighted in telling me it was for new customers only and I would need to either eat an early cancellation charge or upgrade my service to have the cap removed and that I would still have to pay the 80 euro. Out of spite at this point I started to look into alternative broadband options. I was going to eat the charge just to get as far away from this ****ty company as I could.



However after reading a number of posts online and talkintalking to eir on twitter I was assured the data cap could be removed. I braved the 40 minute wait on customer service again and actually got through to someone competant this time.



This rep told me he couldnt understand the attitude of the previous reps as removing the charge was a straight forward case as it was a first time offense and she should have known that. He also clarified it is possible to remove the cap by simply downgrading out service for 24 hours to a 30mb line then moving us back on to the 150mb line with no disruption on service ( albiet a slower line for 24 hours)



Unfortunately i got off the phone to find the broadband was completely disconnected. I rang straight back (4th time that day and another 25 minute wait) to be told that it would take 24 hours for the order to be processed.



So defeated I sat back and twiddled my thumbs for 24 hours and waited for my broadband to return.



As you can tell by me posting this on a Saturday morning things have not gone well for me.



I got home on Thursday at 5 after being assured it would return and i would be given call back when it did. No call and no broadband. I called the call centre and was told it was closed.



Roll on Friday morning 9 o clock and I'm being told by the 4th rep so far that these things can actually take 48 hours. He them went on to insist it was a 30gb line I was on (if only) and that it's showing as active. To add insult to injury after I convinced him that I didn't have internet he told me I wouldnt until my 30gb line was processed at which point they would begin the process of moving me back to the 150mb line. Oh and he casually mentioned I would still have the data cap as it's a fair usage policy and it cant be removed. I actually had to then explain the entire process to the eir rep who looked into it and told me the cap would be removed but I would need to wait the full 48 hours.



After the call I missed a return call from the rep, rang back eir support and got through to my 5th rep. At this stage he dropped the bomb that the entire thing had been done wrong and he needed to cancel the whole order and restart it. He told me it would be anotanother 24 hours from then.



Obviously I was pretty unhappy but what could be done. I trusted the rep who told me if there was any issues i could call him back today and ask fofor him. He neglected tto give me his mobile number however and given the call centre is closed today I don't know how he planned fof me to reach him.



Now heres the real kicker. The first rep from that morning ( who's call I missed) rang me back 15 minutes after this conversation to tell me he'd done it my brobroadband was fixed and it was all sorted. I explained the conversation I had just had and he assured me that the oorder thankfully didn't ttake 24 hours and it was all sorted.



Love and behold I got back yesterday and no broadband.



So that's where eir customer service has gotten me. From on incompetent staff member to another I've been jerked around anand had my time wasted all week. I still have 80 euro extra on my bill ( don't worry ive been ASSURED that it's been removed ) I still have no broadband and staff seem to vary from ccompletely ignorant of eirs own policies ( or worse purposefully vindictive against your own customers) or are didirectly lying to me ( telling me to call back today)



Oh and one last snippet. Why bother with a chat service if after 20 minutes they tell you to call 1901 anyway ? Save yourself some money eir and ditch the chat service.