Log A Fault

Check all connections are secure

If you have any extra equipment connected to your phone line such as an extension, a fax, a computer or digital TV then these should all be unplugged. Reconnect to the main socket* directly.

*The main socket is the original socket installed in your premises by a technician when you applied for service

Ensure your wireless connection is working

Check out our tutorial on 'How to set up wireless'

Check your phone line

If you can hear a dial tone when you have just one standard telephone plugged into the main socket* and you can make a call then the issue is not with your phone line and your Internet should work. You should then restart your modem.

Restart your modem

Unplug your modem from the power source, wait for 30 seconds and then plug it back in. If you have your eir Fibre connected directly to your home you would need to restart the ONT (Optical Network Terminal) as well. Simply turn it off and on again using the power button.

Wait 2 minutes for the modem to reconnect. It will automatically go through a series of steps in which lights will be flashing. Once the DSL light is solid green and the Internet light is flashing green you're back online. If you have your eir Fibre connected directly to your home, the Optical Network Terminal should have power the PON light should be solid green and the LAN LEDs will be on also.

When the modem is unplugged check that the connections at the back are secure and in place.

Check all connections are secure

If you have any extra equipment connected to your phone line such as an extension, a fax, a computer or digital TV then these should all be unplugged. Reconnect directly to the main socket*.

If you can hear a dial tone when you have just one standard telephone plugged into the main socket* and you can make a call then the issue is not with your phone line and could be with your handset. What to do if my handset isn't working?

*The main socket is the original socket installed in your premises by a technician when you applied for service

Check what type of phone you have

If you are experiencing difficulties with your cordless handset that you either purchased or rent from eir, you will need to call the manufacturer directly.

The model of the handset will be located on the base station of the phone. All cordless handsets are supported by the manufacturers of these phones. Please contact the support numbers below for your relevant handset.
Sagem: 1850 602 060

If you are having a problem with a corded phone that you have either purchased or rent from eir you will need to contact us directly. Before you do, ensure that it's not a problem with your connection or line first.

If you would like to purchase a new handset from eir, you can view our current range here

Check the connections

Ensure that your eir Vision box and TV are correctly connected to the power point and are switched on. Press Power on your remote and check if the LED on the front of your eir Vision box is blinking. If the LED is not blinking, you may need to replace the batteries in your remote.

Check the remote control is working

Make sure you point the remote control directly at the eir Vision box. The remote uses infrared light so it must be in the line of sight of the eir Vision box to work. If your remote works when you are very close to your eir Vision box then it may be time to replace the batteries.