Frequently Asked Questions

I have just ordered eir broadband and eSecurity. When will my eSecurity start?
You will receive a welcome email informing you when your eSecurity starts. The email will contain your Activation code (PIN) and links to download the eSecurity software. The welcome email will be automatically sent shortly after the installation of your eir broadband service has been completed.

What are the minimum system requirements to operate eir eSecurity?
Operating System Supported
• Microsoft® Windows® XP (32-bit) Home/Professional/Tablet PC/Media Centre (32-bit) with Service Pack 2 or later 
• Microsoft Windows Vista® (32-bit and 64-bit) Starter/Home Basic/Home Premium/Business/Ultimate with Service Pack 1 or later 
• Microsoft Windows 7 (32-bit and 64-bit) Starter/Home Basic/Home Premium/Professional/Ultimate 
• Microsoft Windows 8 and Windows 8 Pro (32-bit and 64-bit)1 
• Microsoft® Windows® 10 (32-bit and 64-bit). Edge browser not supported

Minimum Hardware Requirements
• 300 MHz for Microsoft Windows XP, 1 GHz for Microsoft Windows Vista/Windows 7/Windows 8/ Windows 10
• 256 MB of RAM¢ 300 MB of available hard disk space 
• CD-ROM or DVD drive (if not installing via electronic download)

Email scanning supported for POP3-compatible email clients

Support for Antispam:
• Microsoft Outlook® 2002 or later 
• Windows Mail (spam filtering only) 

Browser Support for Phishing Protection, Safe Search, and Password Management
• Microsoft Internet Explorer® 7.0 or higher (32-bit only)1,2 
• Mozilla® Firefox® (32-bit only)2,3 
• Google Chrome 2,3 

Browser Support for Vulnerability Protection
• Microsoft Internet Explorer® 7.0 or higher (32-bit only)1,2 
• Mozilla® Firefox® (32-bit only)2,3 
1 Some protection features are not available in Windows style browsing mode.
2 As made available by Symantec within your service period.
3 Supports current and the most recent previous 32-bit major releases.

Can I get eSecurity if I already have Antivirus Software on my computer?
Yes, you may need to remove your current Anti Virus software to ensure there are no system conflicts. Please refer to the Help/Support section of your current Anti Virus software for un-installation instructions.

What information do I need to get eSecurity?
You must be a live eir Broadband Customer. You will need the following information:
1. eir Telephone Account Number 
2. The phone number of your Broadband line 
3. An e-mail address 

I have more than one computer; can I get eSecurity for each?
One eSecurity product covers one PC. If you have more than one PC, then you need to purchase additional licences. Click here to purchase additional licences.

How long is my eSecurity contract period?
There is no minimum contract period for eir eSecurity. When you subscribe to the service you will get your first 3 months FREE. Following that period we will bill you for one month's service at the current rate. For this you will get a full month's service for one PC. On your billing date the following month, we will again charge you for the next month.

At any point you can give us the required amount of notice and cancel the service. However it's important to realise that should you cancel the service you will no longer enjoy the protection offered by the service from online threats.

You can available of e-security on a three month trial basis. There is no obligation to keep e-security after the free trial period, but we are sure you will enjoy the service. If you still want to cancel the product after the trial period, then simply go to the cancel e-security page.

If you have ordered eir Broadband and are waiting for it to be set-up please sign up after your eir Broadband set-up has been completed.

Can I get eSecurity if I don't have Broadband?
Unfortunately you must be an eir broadband customer to get eSecurity.

Can I get eSecurity if I have Broadband from another Company?
Unfortunately you must be an eir broadband customer to get eSecurity. 

How long is the promotional period?
The Promotional Period is 3 Months.

What is the "Promotional Period"?
Each time you buy an eSecurity service you will get the first 3 months free (per service). The first 3 months is the Promotional Period. There is only 1 Promotional Period per instance of service.

What will happen after the Promotional Period?
You don't need to do anything at the end of the Promotional Period. Your eSecurity Service will continue as normal. The monthly charge for eSecurity will automatically appear on your eir phone bill.

Can I extend my promotion?
The Promotional Period cannot be extended. If you cancel the service during the promotional period and choose to return to the service before your billing was due to commence you will not receive an extended promotional period.

You can cancel your eSecurity account at any time. You will not be charged if you are still in the free promotional period. However, if you cancel the account after payments have been received, no refund will be given and the service will be terminated on the last day of the period paid for. There is no minimum contract period. 

If my PC gets infected or hacked while using eSecurity will I get my money back?
We cannot offer a refund if your PC is infected or hacked while using eir eSecurity. In keeping with most software packages, when you subscribe to eSecurity you agree to the terms and conditions and to the End User License Agreements. These specifically state that neither eir or its suppliers can be held responsible for any loss or damage (financial or otherwise) resulting from the use or misuse of the software.

How do I pay for eSecurity?
eSecurity is billed on your eir phone bill.

When will I receive a charge on my phone bill?
Your charge will appear on the next phone bill you receive after the end of the promotional period.

How will I know when the promotional period will end?
You can view the date at which your promotional period will end in the eSecurity Admin area. ( The date when your promotional period will end is marked as "Bill Start Date". 

Can I cancel in the promotional period?
You can cancel in the Promotional Period. You must note that if you choose to cancel during the Promotional Period and you choose to come back to eSecurity in future:

1) You will not be eligible for another Promotional Period. If the Promotional Period End date has passed, billing will start immediately.
2) You will not receive an extension to your Promotional Period. Should you return before the Promotional End date you will receive the remaining days of your Promotional Period only.

What happens when I cancel eSecurity?
When you cancel eSecurity you must remove the software. eSecurity is billed in arrears. You will receive one further charge on your bill which corresponds to the month you cancelled.

When I remove an eSecurity service it says the promotion will continue to run. What does this mean?
You have chosen to cancel your eSecurity service during the promotional period. The promotion will still run. This means that if you choose to reactivate the service in the future you will reactivate the cancelled service. If the promotional period is over for this service you cannot receive an extension or new promotional period.

What will happen if I cancel my eir Broadband?
You must be an eir Broadband customer to use eSecurity. If you cancel your eir broadband your eSecurity service will be cancelled also.

What will happen to eSecurity if I move house?
When you move house you will cancel all services for your old house. When you have broadband in your new house you can re-activate your eSecurity.

What happens to eSecurity if I move to another Telecommunications Company?
You must be an eir Broadband customer to use eSecurity. move to another Telecommunications Company your eSecurity service will be cancelled also.

How do I cancel?
Please go to the eSecurity admin area ( and choose "Remove Service". 

I have a service in the promotional period and a service which has begun billing. How can I cancel the billed service?
All services in trial must be cancelled before paying services are cancelled.

Can I pay for eSecurity by Credit/Debit card?
Unfortunately the service can only be paid for on your eir phone bill.

Why has my eSecurity service been ceased?
There can be a number of reasons why your service can be ceased:

Have you cancelled your eir Broadband ?
You must be an eir Broadband Customer to have eSecurity.

Have you moved your broadband to another company?
You must be an eir Broadband Customer to have eSecurity.

Have you cancelled your phone service with eir?
You must receive an eir phone bill to qualify for eSecurity.

Are you moving house?
The details of your old account may have changed or been cancelled. You can get a new service with the account details of your new house.

Have you changed your phone number?
You will need to reactivate the service with your new account details.

Have you changed your eir Account Number?
You will need to reactivate the service with your new account details.

I've bought a new computer. How do I install eSecurity software onto it?
You will need to use the link you were originally sent by email to download the eSecurity software onto your new computer. If there is a problem please login to the Self care page to download the software. If you require further assistance contact the helpdesk on 1890 260 260. 

How do I get technical support for eSecurity?
If you cannot find the answer you need in the eSecurity FAQs, contact the Helpdesk by calling 1890 260 260.