We want to make sure you’re delighted with our service, every day.

We are conscious that you depend on us to keep you connected to the people and things that matter to you most.
That’s a big responsibility and one we take very seriously. Below we’ve specified our commitment to you, and what you can do if you think we’ve fallen short of your expectations.

Getting you connected

We want you to be delighted with every one of our products or services. This is why we offer a ‘Try & Buy’ service on your Internet, TV and Mobile services. You can subscribe to any of these and if they don’t meet your expectations, you can cancel your subscription within 30 days, hassle free, no obligations and no questions asked.

We know that when you need a new internet connection, you don’t want to wait. So we promise to get you connected within 24 hours of subscribing to our service. And if,  for whatever reason, your connection requires more time to be installed,  we’ll provide you an alternative solution until we’re able to complete the installation.

Caring for your connection

We have a great team of individuals who work hard, every day, to make sure you are connected and stay connected. However, there will be days when things go wrong and our network is disrupted, which means that you may sometimes suffer interruptions of your service.

When the fault is within our control, we promise to get you connected with an alternative internet solution within 24 hours. In the meantime, we may be able to offer an alternative solution depending on the nature of the issue and your specific situation.

Fault Reporting & How We Keep You Connected

We know how frustrating it is when things stop working, and we’ll always do our best to get you back up and running as quickly as possible. If the issue requires a technician visit, we won’t leave you stranded . We have alternative solutions ready depending on the type of fault.

Internet Faults
If your internet service is down, here’s how we can help:

• First, we’ll offer free mobile data on any GO mobile numbers you have, to help you stay connected.
• If that’s not enough, we can provide a loaner modem, which you can pick up from one of our main outlets.

Good to know:

• There are no charges if the account holder collects the modem.
• If someone else is collecting it for you, our retail team will give you a quick call to confirm.
• If you answer and confirm, there are no charges.
• If we can’t reach you, a €150 fee will be applied to your account, but don’t worry, that will be refunded once the modem is returned.

Landline Faults (If your landline is affected, but internet is working fine)
Depending on what suits you best, we can offer:

• Free calls from your GO mobile line to any local numbers
• Or, free call forwarding from your landline to your GO mobile number

New Service Applications – Interim Modem
Waiting for your new service to be installed? We’ll help you stay connected in the meantime.

• We can provide you with an interim modem — it’s the same device we use as a loaner modem.
• There’s a €25 monthly charge for the modem, which applies until your service is successfully installed or you return the modem

We commit to resolve standard faults within a maximum of 2 working days from the time fault is reported. If the fault is not restored within 2 working days and an alternative solution is not available, you are entitled to a pro-rata refund of the monthly fee of up to a maximum of 1 month.  Your account will be credited once we have successfully evaluated your claim.

On the other hand, when it comes to faults which are beyond our control, such as Acts of God, damage caused to our infrastructure by third parties or when we require permits and/or third party intervention to fix the fault, we promise to keep you updated on the progress made and will do our utmost to offer alternative solutions to keep you connected until the fault is resolved.