Phone contracts

You can choose from many phone service providers in Ireland. Each offers different packages for mobile and home (fixed line) phones.

Before you sign a contract, think about:

• What you need (calls, texts, data, or broadband)
• How long you want the contract to last
• How much you can afford to pay

You can use ComReg's price comparison tool to compare mobile phone charges across all networks. It helps you find the best mobile phone package for your needs.

What is a fixed line contract?

A fixed line is your landline or home telephone. Many providers offer fixed line services in a bundle with home internet or TV.

There are 2 main plans that mobile phone providers offer:

Prepay (pay-as-you-go):

• You buy credit as you need it, online, in shops or at some bank ATMs.
• Some prepay plans include calls, texts and data.
• You don’t need to sign a contract and can switch networks at any time.

Bill pay (contract):

• You get a monthly bill and you pay a set price.
• Contracts usually be either month-to-month or 12 to 24 months.
• If you use more than your allowance of calls, texts and data you will have to pay extra.

Bill pay plans usually give you the option to either, buy a phone as part of your plan, or choose a SIM-only plan if you already have a phone.

What is roaming?

Roaming is using your mobile phone while abroad.

Travelling in the EEA

Since June 2017, you pay the same price for calls, texts and data in the European Economic Area (EEA) as you do in Ireland.

The EEA includes all European Union countries plus Norway, Iceland and Liechtenstein.

You should also be able to access the same services while travelling in the EEA as you can at home. For example, if you have 5G in Ireland, you should have 5G when you travel (if it is available).

You should check with your service provider to confirm your data allowance before travelling.

ComReg has more information about mobile phone roaming and Your Europe has more information about using your mobile phone in the EU.

Travelling to the UK

Since January 2021, EU roaming rules no longer apply when you travel to the UK. Check with your provider for current UK roaming rates and allowances.

Providers of fixed or mobile services must give you the following information in your contract:

• Their name and address
• Details of the service to be provided, the quality levels and the waiting periods for first-time connections
• Details of the pricing and charges (tariffs)
• Maintenance service available and if any charges apply
• The duration of the contract and how to renew or cancel it
• Your right to compensation or refund if service quality levels are not met
• Details of the complaint handling procedure

These consumer rights are set out in the European Communities (Electronic Communications Networks and Services) (Universal Service and Users' Rights) Regulations 2011.

When you sign up to a new contract, you can only be bound to the contract for a maximum of 24 months (2 years). You can keep your existing landline or mobile phone number when switching to a new provider.

Cooling-off period

If you signed up online or over the phone, you have 14 days to cancel for any reason.
If you signed up at your doorstep, the cooling-off period is 30 days.

.If you have already used the service (for example, you made calls on a phone), you may have to pay for what you have used.

If you ordered a phone, the cooling-off period starts the day you receive it.

After the cooling-off period

If you cancel outside of the cooling off period, you may be charged a penalty fee, or you have to pay off the rest of your contract. Check the terms and conditions of your contract.

In-person sign-ups

If you signed the contract in a shop, you don’t have the legal right to a 14-day cooling-off period.

Any costs and charges for cancelling your contract should be made clear in your contract and at the point of sale.

Before switching providers, check your recent bills to see how many minutes, texts and how much data. Check if any cancellation period or penalties apply.

When comparing providers and plans, you should think about:

• Discount schemes
• Minimum contract period
• Penalties for ending the contract early
• Charges and fees (can include connection charges, monthly rental fees, call costs, disconnection and reconnection charges)
• Price options
• Number portability (keeping the same number)

For mobile contracts, also think about:

• Network coverage
• Roaming for travel abroad

ComReg's price comparison tool allows you to compare mobile phone charges across all operators.

You will need your Universal Account Number (UAN) to switch. This is shown on your bill, but if you can’t find it you should ask your existing provider.

Signing up

Once you have compared providers and decided on a plan to suit your needs, you can sign up to the contract by:

• Giving your consent over the phone and having that conservation recorded
• Signing a customer authorisation form
• Filling in an online customer authorisation form

Billing

You can get your bill:

• Online or by email
• In paper form (free if you cannot access electronic bills)

You must be told when the bill is available online (for example, by sending you a text message).

When you switch to a new provider, your first bill may be higher than expected. This is because it covers:

• The days since service was connected, and
• Your next month in advance

ComReg has more information about home phone and mobile phone.

A non-geographic number (NGN) is a number not linked to a location. They start with 1800 and 0818.

• Calls to 1800 numbers from landlines and mobiles are free.
• Calls to 0818 numbers cost the same as calling a landline number.
• If your bundle includes landline calls, then calls to NGNs are also included.

Since 31 December 2021, only 1800 (Freephone) and 0818 (Standard rate) numbers are in use.

Old numbers such as 1850, 1890, and 076 have been withdrawn.

You can read more about changes to non-geographic numbers on the ComReg website or watch this video about the changes.

General consumer rights

In addition to specific laws covering phone contracts, you also have the following general consumer rights:

• Contract terms must be in clear, plain and understandable language and must not put you at an unfair disadvantage. Find out more about unfair contract terms.
• Providers are not allowed to use misleading or aggressive commercial practices that are likely to affect your decision to buy. Find out more about unfair sales practices.
• If you receive a good (for example, a mobile phone) as part of the contract and it’s faulty, you can return it to the seller and request a repair, replacement or refund.

If your service isn’t working properly

You should first contact your service provider to try sort out the issue.

The consumer information section of comreg.ie has advice on the following topics:

• Billing and disputed charges - home phone and mobile phone
• Switching providers - home phone and mobile phone

If you cannot sort out the problem informally, you can put your complaint in writing to the phone service provider.

If you are not satisfied with the response from the provider, you can then contact ComReg for more advice and help.

You can talk to a member of ComReg’s customer care team about your query by:

• Text – send a text with the word COMREG to 51500 (standard SMS rates apply) to get a call back from the customer care team
• Live web chat
• Online form
• Phone on 01 8049668
• Irish sign language by request through the Consumer Line at consumerline@comreg.ie

ComReg cannot act on your complaint until you have raised it with your service provider and their complaint handling process is completed.

If your phone is faulty

You should contact the seller (mobile service provider or a retailer). If the phone doesn’t meet quality standards, you have the right to ask for a repair, replacement or refund.

If you cannot sort out the problem informally, you can put your complaint in writing to the seller.

If you are not happy with the response you get, you can contact the Competition and Consumer Protection Commission (CCPC) for more advice about your consumer rights.

Find out more about how to complain about phone, TV and internet.

ComReg has detailed information on a range of topics about home and mobile phone contracts.

The CCPC has more advice about mobile phones contracts.

You can find information about fixed line telephone services and your EU rights at Your Europe.