Troubleshooting mobile

First checks if you have an issue with the service on your phone

There could be a number of reasons why you may not be able to get service on your phone.

  • If you are a Pay As You Go customer, you may need to top up, check in my eir where you can also top
  • If you are a Bill Pay customer, ensure your account is not overdue as you may be barred for non-payment. Please note you will receive notification of this in advance.
  • Check if there are any outages in your area on eir website - latest updates section
  • If you have a legacy 3G SIM, you may need to update your SIM card. Contact our chat team here and they will check this out for you

Help I have no voice service?

  • Check the balance of minutes on your account

Help I can't send a SMS?

  • Some handsets SMS memory can become full, which will stop you sending and receiving SMS's. You should clear the inbox, outbox and sent items and power off the handset

Help I have no Data Service?

  • Make sure you complete the first steps above, to ensure its not a payment or coverage issue.
  • Check the your data allowance on your account through my eir
  • Ensure mobile data is turned on – click here for device help
  • Ensure APN settings are correct (these are outlined on the website under each device, click here to find your phone)
  • Check the location update (turn phone off and back on/ensure flight mode is turned off)
  • If the issue is still unresolved place your SIM into a family/friends phone, this will help distinguish whether the issue is with the SIM or the handset;
  • If the SIM works in the family/friends phone the issue is likely to be with your handset, in this case we suggest you go to your local eir store where a member of staff will send it away for repair.
  • If the SIM does not work in the family/friends phone, then the issue could be with your SIM card. If this is the case you can get a new SIM at your local Retail Store, list found here, or chat to one of our agents here

Why can't I make an international call?

All customers are automatically set up to make international calls. If you want to double check your roaming status, you can chat to an agent here.