Are you keeping an eye on your mobile phone bill?

Phone companies have made consumer commitments in relation to Covid-19 – what do they mean for you?

During the Covid-19 pandemic many people have been using technology to stay in touch with friends and loved ones. For those who are using their phones more now for video calls and WhatsApp or for accessing the internet, Clare Covid-19 Response Team wants people to check they are on the appropriate plan with their provider to avoid high or unexpected bills.

 The main phone companies have agreed that, until June 30th 2020, customers can change their plan or package to one that offers unlimited internet usage. This applies even if they are currently under contract.

These commitments are:

1. Any fixed broadband customers who do not have unlimited usage already as standard will be given the opportunity, if they require, to upgrade their package (which may be on a temporary basis), with their current service provider.

2. Any customer who does not have fixed broadband and who relies solely on mobile access to the Internet will have the opportunity to avail of an affordable unlimited mobile data access package from their service provider.

3. Fair usage policies will not be automatically applied to unlimited fixed and mobile data packages.

4. Service providers may implement appropriate permitted traffic management measures to avoid network congestion.

5. Access to healthcare and educational resource websites identified by the Government will be zero-rated for all customers where technically feasible.

6. So that customers can remain connected during the crisis, service providers will engage with any customer who contacts them who is in financial difficulty as a result of Covid-19 and has difficulty paying their bills to agree the best way of keeping them connected to voice and data.

7. Service providers will work with ComReg in the event of complaints raised to ComReg by consumers who consider they are not being treated in accordance with these commitments 

(Source: ibec.ie).

To date the following service providers have agreed to these commitments: Three Ireland, Virgin Media Ireland, Vodafone, Tesco Mobile Ireland, eir, BT Ireland, Pure Telecom, and Sky Ireland.

To avail of unlimited mobile data for your smartphone,simply contact your mobile provider and say you want to move to an unlimited data plan. It might be quicker to make contact via web chat as phone lines might be busy and have fewer operators working at present. If this is a difficulty for you, why not ask a family member to do it with you?

If your provider does not offer you a new plan with unlimited data, contact the Commission for Communications Regulation (ComReg). They can be reached by calling 01-804 9668, emailing This email address is being protected from spambots. You need JavaScript enabled to view it. or via webchat. Before speaking to ComReg, be sure to have the following information to hand: 

  • Your full name
  • Your mobile provider's name
  • The date you contacted your provider
  • The reason your provider told you they could not offer you unlimited data

(Source: aontas.com)

More information on these commitments and links to individual service provider changes can also be found via the ComReg website.

For further information contact:

Elaine Dalton: 085-1554800

on behalf of Clare Community Response team

Rethink Ireland
Departemt of Justice and Equality
Amif
Government of Ireland
Government of Ireland
European Union AMIF
Tusla
Departemt of Justice and Equality
The Dormant Accounts Fund
Clare County Council
This project is co-financed by the European Commission under the Asylum, Migration and Integration Fund 2014 - 2020 and is supported by the Department of Justice and Equality.
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