Frequently Asked Questions

Fixed Line

Do I have to sign a contract when switching providers ?

ComReg would like to advise consumers that, in addition to signing a new contract, switching to a new service provider can be authorised over the phone or on-line.

In either of these cases a signature is not required to authorise the switch.
However, for both methods, there are protective measures in place:-

For a switch authorised over the phone the call must be recorded and verified by a third-party (called a Third Party Verification or TPV)
If there is any doubt regarding the legitimacy of the consent given to a service provider, it is possible for you to request a copy of the TPV recording from the operator.

ComReg’s advice is to:-
First lodge a formal complaint with the operator (use the words “I want to make a formal complaint”) and
seek a copy of the recording. If the recording is not deemed to be authentic or clear consent is not given, contact the operator and ComReg who will investigate matters on your behalf.
for switching completed on-line(eCAF), a paper document called a Customer Authorisation Form (CAF) must be produced as evidence of the consent.

Under the Distance Selling Regulations customers are entitled a 'cooling-off' period, 7 working days from the time they receive thier terms and conditions, within which they can cancel moving to the new operator.