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Telecoms Industry commits to assisting consumers during COVID-19

Telecoms Industry commits to assisting consumers during COVID-19

Ireland’s Commission for Communications Regulation, ComReg has welcomed commitments made by major telecoms industry players to assist customers during COVID-19.

Published on: 17 Apr 2020

Telecoms providers to have signed up to the COVID-19 consumer commitments include:

BT Ireland
eir
Pure Telecom
Sky Ireland
Tesco Mobile Ireland
Three Ireland
Virgin Media Ireland
Vodafone Ireland

The COVID-19 Consumer Commitments are as follows:

  • 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
  • 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 affordable unlimited mobile data access/package from their service provider
  • Fair usage policies will not be automatically applied to unlimited fixed and mobile data packages
  • Service providers may implement appropriate permitted traffic management measures to avoid network congestion
  • Access to healthcare and educational resource websites identified by the Government will be zero-rated for all customers where technically feasible.
  • So that customers can remain connected during the crisis, service providers will engage with any customer that 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
  • 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.

For more information, see https://www.comreg.ie/consumer-information/covid-19-information/comreg-welcomes-telecoms-industry-commitments-to-assist-consumers-during-covid-19/

What will I do if I experience issues relating to these commitments?

Customers experiencing issues should contact their service provider in the first instance, before contacting ComReg’s Consumer Care Team at consumerline@comreg.ie or 01 8049668 (from 8am to 8pm Monday to Friday and 9.am to 1pm on Saturday, excluding public holidays).