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Updated – 5:20pm
FOUR TELECOMMUNICATIONS COMPANIES did not adequately inform consumers of their cancellation rights before they signed up to contracts, the Competition and Consumer Protection Commission has found.
Eircom (Limited and eMobile), Meteor, Three and UPC were deemed to be non-compliant with aspects of the EU’s Consumer Rights Directive (CRD), which came into effect in Ireland over a year ago.
The Commission found that Eircom and Meteor failed to tell consumers of their right to cancel contracts.
The two companies in question must now to write to affected consumers to inform them of their cancellation rights.
Consumers will be able to cancel their contract within 14 days of receiving this information.
Incorrect information
Companies also gave consumer false information about the length of cancellation periods, the Commission found.
Incorrect information about the waiving of cancellation rights was further provided to consumers signing up to certain distance contracts, which are entered into over the phone or online.
UPC, in a statement, said it had not provided false information and was only asked to improve existing information provided to consumers.
Compliance order
All four companies have been ordered to change their practices in a compliance notice issued by the Commission.
Isolde Goggin, chair of the Commission, said that all businesses have had “ample time” to provide updated information to consumers since the CRD was introduced.
The CRD obliges traders to provide certain information to consumers and we are strongly urging businesses in all sectors to ensure that they are compliant.
The Commission, she said, “will take all necessary steps to ensure consumers are given the information and afforded the protections they are entitled to under consumer law.”
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So that means I don’t have to wait till August to cancel Eircom..I just have to wait and get letter about this in the post?
Vodafone’s customer service is a close second
Try UPC….worse than bad.Sales reps who will just lie and tell you any rubbish to sign up to their offers.
Eircon.
So true Colm. As well as that UPC’s internet service is no way as good as they claim. My parents got offered a deal that changed after contract, the hassle of complaining got them nowhere and their old allegedly slower internet was much faster and more reliable. They’ll be able to get out of it now.
More money for a worse service; that’s innovation in the telecommunications sector in Ireland.
I hope they all lose loads of money and customers with this ruling.
Imagine Broadband is by far the worst in my experience.
In fairness eircon did the same to me as UPC did to my parents but I cancelled the contract. Irish telecoms companies all seem to get their marketing ideas from Nigerian scamsters. I get my broadband through my mobile so at least I only have to deal with one company but 3 are far from perfect either.
I’m not really following the report. are all customers of the companies now eligible to cancel their contracts or what. bit confused.
Yep, I had the same issue. Signed up with UPC for the sky sports and setanta packages and when I received my first bill it was nearly double the price I was quoted by sales guy. When I repeated what he had told me to the customer services guys it transpired that he had been talking out of his arse in order to get the sale. It took me months to rectify the issue. They’re spoofers of the highest order.
Plus Vodafone are pricy as hell
Haven’t had any issues with Vodafone and I’m with them years I’ve had good service good customer service etc even though there call centres are in Egypt and Romania
I am not surprised by that at all,UPC are a disgrace
Yep me too but had to change because of the rubbish 300 gig fair usage policy. That’s losing them plenty of custom I would say
Another ‘scam’ that some Broadband companies are perpetrating on customers is having a Monthly download limit without an automatic notification when you’re nearing that limit – thus charging excessive rates to people who exceed the limit…daylight robbery.
Great news.
What is it with Irish companies?
You offer them your custom and they immediately start bullying you into unsatisfactory contract negotiations.
At what point is anyone bullied into signing a contract?
The nature of the agreement.
18 month contracts,, phone package or financial penalty, unsuitable bundles, exit conditions etc etc.
Maybe don’t sign the contract then? Nobody forces you to. Quick enough to sign it when there is a shiny phone involved. As quick to shout when you lose it and can’t get another free for a certain time period. iPhones etc don’t grow on trees!
That’s a bit of an idiotic statement
Does this include customers who signed up with O2 who are now 3?
I hope it does!
me to.. am sick of 3 & there expensive contract… never got any notification they were having a price change now my bill has doubled in last month..
Well if they raised your bill then regardless of this commissions finding, then they have breached your contract so you’re contract is invalid.
Woo hoo…. Free iphones for everyone…!
This would be the biggest impact and I reckon the only thing people are interested in. If you can cancel your contract 1 month into a 24 month contract having only paid about €150 for a €700 iPhone, you might be able to walk away with your iPhone.
That won’t happen , just because there are regulations about being able to terminate a contract doesn’t mean you are entitled to try scam something for free – if you got a brand new iPhone and want to leave after a month im sure you will be expected to pay any balance due
In 2010 Meteor and Vodafone changed the cost of calling directory enquiries. I know plenty of people who called up a dedicated number stating to leave as the contract was now null and void. The handset cost is the price you pay up front. They walked away with their iPhones after 2-3 months in contract.
Why the red thumbs? I’m just saying this is a possibility. Bit of positivity around here wouldn’t go astray…
@dave
But when these people signed up for 2 years (or whatever period), didn’t they in effect sign a contract stating they pay whatever it is for the phone upfront and whatever the bll rate is per month?
so in essence because they did not inform customer of the right to cancel they cannot demand customers pay any balance for the device itself.
I am sure if you can cancel you have to return the phone.
how are you sure? and will they refund the price paid as well?
In certain circumstances, similar to this one, you don’t have to.
if i had to return the phone, i’d make sure i put a big as scratch down the screen beforehand!
Knowing how these companies look after themselves and not the customer, I suspect they have a clause that cancellation will be at the cost of the phone yada yada. I wouldn’t get my hopes up
But there is precedent here. As i said in 2010 above…
Read the Irish Statute Books if you don’t believe me…
Section 14.4 b)
they would refund the price as long as it is in reasonable condition.
Now you’re just making stuff up! A network provider won’t take back a phone, evening during the usual “cooling off period” if you have so much as opened the plastic. If you are allowed to leave the contract, you will be keeping your phone. End of. The only thing up for discussion is whether you are allowed to exit without penalty ie. this is being seen as material change to the contract.
Not making anything up. That’s how how it is.
I give up, for people reading… Do not listen to the person above, you have more rights than that.
OK I will take out a contract tomorrow and change my mind within the cooling off period and keep my new phone.
Now you’re taking bits of what I’m saying and coming up with more incorrect statements.
- If you change your mind about your contract within the 14 days, you can return the phone for a full refund providing you have not activated it or removed from sealed packaging.
- If you have opened or activated the phone, you have to keep it, as the article’s topic of information is now in the public domain. I assume these companies will be informing customers from today onwards of the necessary cancellation steps to avoid such situations and comply with the ruling going forward.
Typical Irish attitude. If I can’t keep it I’ll break it…
they do , I had to return my phone to 3 because I had to cancel due to major signal issues. there was really no problem though, hadn’t had it for too long so didn’t really lose out . had no extra cancellation fee to pay . worked out well in the end .
I took out Sky sports with UPC for the football season, and categorically told them I only wanted it for this period, and they clearly confirmed with me that once I keep it for 30 days there was no cancellation fee. However, surprise surprise, when I was cancelling it last month, they demanded a “downgrade” fee of €10.00.
While not a large fee, I still refused point blank to pay and eventually, after much deliberation,( and my offer to discuss it publicly on social media with them), they agreed not to charge it!
Roll on the end of my contract with them!
So now that you’ve discussed your issue on social media you have voided your own resolution. Congratulations
I signed up to UPC offer of BT Sport for one month for 1 euro on the 12th of December last.The girl on the phone was very clear,it will only cost 1 euro and ring just before the 12th of January to let us know if you are keeping it…
28th of December rolls around,I receive a bill for 9euro for BT sports….so I ring UPC…Sir,your billing period is the 28th of one month to the 27th of the next so you were charged fron the 12th of December to the 27th of December. The 1 euro promotion will begin on the 28th of December…
Outraged, i told them to disconnect BT Sports straight away…Sir,there is a 10 euro downgrade fee…needeless to say I exploded on the phone…a 1 euro promotion had turned into a 19 euro bill…needless to say the money was returned to me soon after.
Without doubt UPC are the most dishonourable and underhand company I ever dealt with.
Not actually having a discussion with them. Just giving my story for the benefit of the Journal readers.
ah f**k, Vodafone ‘s not on the list….
But for us who were with O2 and are now with three only have vodafone as a last option and they have to be the worst I’ve ever encountered
I hope this applies to me, I can’t wait to leave Three.
Three would be a great company if they had good customer service and they could get their phone service to work. I don’t get calls when I have coverage. It’s a joke.
I guess if someone set up a mobile company with decent customer service and proper phone coverage/service the contract would cost a 1000 euros a month.
There is also the Meteor network. Tesco mobile also use Meteor network and offer the best Sim only options, in my opinion.
Tesco are with 02
My bad.
No one beats eircom for their utter ineptitude. Zero accountability from management and a complete lack of responsibility from support. How on earth that sham of a company still operates is a mystery.
All these company’s are the same try contacting any of them when something goes wrong then after 30mins of listening to the worst classical music of all time you get some lad from India or Pakistan who you can’t understand and you end up plugging things in and out generally doing a repair man’s job and after all that time wasted and it still no working they charge you for repair call.
Happy days
does mean I can just cancel my contract immediately with 3 or Eircom?
The telecoms regulator has a total hand off approach to any restraint on Eircom for example.
I think Comreg is a lot of ex-Eircom managers.
48 Months is the best phone deal in Ireland.
I’m on 10 euro a month for unlimited calls and texts to all mobile networks and 60 minutes to landlines.
That’s right.
Unlimited.
Free sim.
What about data?
Snap.
Hardly unlimited everything.
Just to clarify.
I’m on a unique unlimited package as an original customer.
No longer available.
Ive 3 phones since Christmas with meteor. Cost me a nice few quid a month.. Ready to go here I come haha
Does this mean they have to post letter’s to all new customers within the last year?
Can I get out of my contract with three?!?! Anyone?! I did my happy dance when I read the article – but now I’m not sure?!?!
Hope that this includes those of us that got switched from O2 to 3.
Just like numerous commenters here UPC tried to scam me, they said 60 a month and 45 for the TV box and modem at the start. Got a bill for 82 and 90 for the boxes, 45 for each. I rang and it took them a half hour to agree to check the recordings, when they got back to me they reduced my bill to 60 but hadn’t checked about the boxes, took another couple months for them to accept the deal they had offered me in the first place
Dealing with 3 is like dealing with a special kind of Mafia. Changed my contract six months after I renewed. Suddenly my €40 became €150. Then they wanted to sell me a €60 contract instead. Two years later the hassle is still ongoing. They could not provide me with any proof that they informed me. Supposedly I was supposed to check on their website. The minute I become psychic I won’t need mobile contracts of any kind – especially not 3.
D end of upc is control of the market is on d way out cheap TV service cheap phone service but wonderful broadband service although expensive enough they offer nothing but repeated TV service and when they loose a channel they won’t offer u one back in return shame on them
Im leaving Vodafone in July,now who do i go to, is there any Mobile company out there thats honest.
Tesco are very good. Good value and their customer service is the best I’ve dealt with. Really good Sim only packages
Thanks for that Eoin. Cheers
No problem, you’re welcome.
Gerry Fahy, Jeremy Godfrey and Kevin O’Brien get off your ass and whip the telco’s into shape pronto
perhaps this should also be forwarded to Irish water. they have their own rules when it comes to contract law.
Decided we would support an Irish company. Moved over to eircom and eMobile. Has turned our to be a disaster. bills not what was promised. Literally hours on the phone trying to get things sorted and eMobile, my kids have better coverage in their toy walkie-talkie. Trying to get out of the contracts. Hope this new legislation helps.
cool won’t have to wait until January to cancel
Nobody is told anything in full in this country
So what is the time period in which you can cancel?
Let’s set up ‘Renua Broadband’
I changed to Eircom E vision on the 3rd June 2015. I have a lot of issues . One been that I received a bill issued 12 days later for €208.45. I was over charged by €150. They realised this and phoned me to say it was a error and that I would be credited for it. I assumed that it was been credited back to my bank account . That was not the case it was been credited to my account. Today I contacted them to cancel contract. I will not be getting my €150 back and I am been charged a cancellation fee of €381.69 bringing total cost for 1months service to €590.14. I mention the above article which they knew nothing about. I signed up with a sales rep who was going around estates. I was mis informed. Eircom never again
well I broke my contract with upc after years I can’t remember signing a new contract or they telling me I was in a new one and now they want €300 off of me besides the bill. I’m sorry but I cake that one out. is there anyone that does know if this is right.
Where do we go as one is as bad as the other.
WHERE IS THE BIT WHERE IT SAYS THAT THEY WILL DENY YOUR LEGAL RIGHT TO PRIVACY LOL.
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