Eir to double some customers’ billing fees this week

The move will see some Eir customers pay €12 instead of €6 for the same billing period, if they require a paper bill or want to pay through a call centre.

The hikes affect customers being moved from bi-monthly to monthly billing cycles, a cohort that Eir describes as “small” in number, without giving figures.

The penalty for late payment will also increase for customers being moved from bimonthly to monthly bills, from €18.45 to €36.90 for the same billing period as before.

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The new billing rules will also include a €2 additional charge every month, instead of €2 every two months, if customers pay their bills online using a credit card or debit card or in an Eir store without having a direct debit system already set up.

The price increases, which are due to kick in on Wednesday, come a week after the company was branded a “disgrace” by a Dublin District Court judge for hiding complaints information from customers.

Last year, Eir received a €2.45m fine for overcharging its customers.

"Your billing period will move from bimonthly to monthly,” Eir’s billing updated terms tell some customers.

"This means you will receive a monthly bill instead of a bill every two months. If you do not have direct debit set up on your account, a €2 charge will be added to your monthly bill. You can avoid this charge by adding direct debit details to your account through self-serve on my eir app or by phone.”

The move was described by one Eir customer online as “disenfranchising” elderly people, who may not have online systems set up to the same degree as younger customers.

However, customers over 65 can avail of paper billing free of charge, according to Eir.

“The vast majority of eir customers are on a monthly billing cycle,” a spokesperson said.

"A small percentage of customers are currently on bimonthly billing. In line with industry standards, we are transitioning these accounts to a monthly billing cycle. A €2 fee applies for non-direct debit payments due to higher processing costs. We encourage direct debit to avoid this charge. Registered Age Friendly customers, those aged 65 and over, or individuals with accessibility issues, are not charged for paper bills. Customers over 65 can verify their date of birth with our dedicated Age Friendly Care team at 1800 252 252.”