Eir says complaints have ‘decreased significantly’ following ComReg fine
Eir said complaints to Commission for Communications Regulation (ComReg) have “decreased significantly in the last 24 months”. In its latest quarterly results report, it said it is now resolving customer complaints almost 17% faster than the industry average for fixed-line issues and almost 30% faster for mobile issues.
Earlier this week, eir’s parent company was fined €2.45 million for overcharging customers across six years. ComReg issued the fine to Eircom Ltd, ordering the firm to refund over €6.5 million to an estimated 76,000 customers who had been overcharged.
Eir said it will implement a series of “backward-looking measures” to identify customers who have been overcharged historically and have not been refunded for the overcharge and will refund these customers appropriately.
Results
Meanwhile, the telco said its revenue increased by 2% to €304 million in the quarter, while EBITDA decreased 9% to €128 million year-on-year due to increased sales and marketing and mobile network costs which will support an acceleration in commercial momentum throughout the year.
Customers using fibre broadband services totalled 845,000 at quarter end, representing an increase of 2% or 14,000 customers year on year. Of the group’s broadband base, 89% is now connected to eir’s fibre network, which represents a 42% penetration of total premises passed with eir fibre broadband.
Its mobile base stood at 1.3 million customers at quarter end, an increase of 9% or 105,000 year on year. While its postpay base increased by 11% or 102,000 subscribers. Postpay subscribers now represent 75% of the total mobile base.
Solid start
Oliver Loomes, eir CEO, said the first quarter of 2023 proved a “solid start to the year, and we remain on course to add another 250,000 homes and businesses to our fibe-to-the-home broadband network, already available to more than one million premises.
“When combined with eir’s existing fibre-to-the-cabinet network, more than 2 million premises now have access to fibre broadband. eir is investing €250 million annually in new technologies and networks which is truly transforming Ireland, allowing individuals and businesses to access new services or markets at speeds and capacity unimaginable before now.
“We are also becoming increasingly reliant on mobile data to live and work. In Q1 this year eir recorded a 41% increase in the use of mobile data over the first quarter of 2022. eir has responded to this growing demand for data by, not only enabling incredible 5G speeds on all of its mobile plans, but by significantly expanding its 5G mobile network, which now offers ultrafast data access to customers across 547 towns and cities in Ireland.
“The market has responded to this investment, with this quarter demonstrating yet another significant jump in eir mobile customers, up 9%, or 105,000, on the equivalent period last year. Eir TV has also grown by a similar proportion, showing that a growing number of customers are availing of product bundling to generate extraordinary value for their households and families.”
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