Switching Fixed Telephony(Landlines) - Exercise your Choice

Introduction

Over the past number of years, there has been an increasing number of service providers offering landline services to the consumer. This growth in competition has helped to drive the cost of making calls from landlines down and helped to increase quality standards across the industry.

In this guide, we explain the:

choices you have for your service provider;
points to consider if wish to choose a new operator
details about switching to a new operator

What choices do I have for my fixed or ‘landline’ phone calls?

You don’t have to use the same provider for your phone line and your phone calls. You can use a different provider for each. This service is often referred to as ‘carrier pre-select’ or CPS. On our website www.askcomreg.ie you will find a list of CPS service providers authorised by us to offer fixed or ‘landline’ phone services.

Why would I consider changing?

An alternative operator may offer better value services that suit your telecommunications needs.

How can I change to a new operator?

Authorisation to change to the new operator can be given by:-

signing an authorisation form. This can be completed on paper or a digital device at your door (if a representative of the provider calls to your home); or
confirm your consent over the phone. This is known as Third Party Verification(TPV) and is the same as signing the authorisation form

The new operator will take it from there. If you are simply asking for more information about the service you should not sign any forms or give your account details.

You may also wish to check with your existing provider that your balance has been paid; as this may prevent you from switching.

Do I have to change my phone number?

No, in most cases you can keep your existing phone number. There is no disruption to your service or change in the way you use your phone.
However, at the present time, if you wish to choose Smart Telecom as your service provider for phone and broadband, there is a requirement to obtain a new phone number. Smart Telecom can advise you of the details upon request.

Will my phone service be interrupted during the changeover?

No, the switchover to the operator should be seamless.

Will I have to change my phone equipment?

No, your existing phone handset and equipment will work with a new operator.

Can I still use the internet?

Yes. Your internet settings will not be affected if you switch to a new operator for your voice calls.

Your new operator will provide you with further details.

What about maintenance of my phone line?

Changing to another operator will have no effect on the maintenance of your phone line. Regardless of the operator, all consumers are expected to receive the same level of service when it comes to fault repairs. If you discover a fault with the line, contact the provider to whom you pay your line rental.

What questions should I ask the alternative operator before changing?

Can I see the customer ‘code of practice’ and standard ‘terms and conditions of contract’?
Is the bill issued every month or two months?
How can I pay the bill? For example, do I have to pay by

direct debit?
Can I have a printed price list?
Do you charge a minimum charge or a set-up charge for each call I make?
Are there any additional charges such as connection fees?
What are their peak and off-peak times?
How long will it take to change over?
Do I need to sign up for a set time?
Do I need to do anything about my existing additional services such as voicemail and call-barring?
Do I have to spend a minimum amount per month?
Are there any special discounts available?
If you have a personal or home monitored alarm service, you should verify with your new operator that this service will continue to operate

Do I have to tell my existing operator that I am switching?

No, your new operator will do this. You may want to contact your existing operator to check whether you have a contractual commitment to them. Be aware that such commitments may not allow you cancel your existing contract with your service provider without incurring some penalty.

It is also important that you check your balance is paid to ensure that your account can be released for switching.

Will my existing operator provider let me know they have been told I am changing to a new operator?

Yes, they will send you a letter to check that you have consented to the change. You only need to answer the letter if you have not elected to change operator.

Will I receive a sales call from my existing operator?

Your existing operator cannot contact you in relation to your voice calls for three months. If they contact you on any other matter this should not relate to your voice calls. (You can of course request that no further contact should be made at all if you wish to do so.)

What happens if I change my mind?

If you have entered into a contract with a new operator, you still have a ‘cooling-off’ period. This is 5 or 7 working days depending on how you signed up. If you do change your mind, you can contact the new operator and they will cancel the contract. Ensure that your instruction not to proceed is recorded/or sent in writing and can be verified later if needed.

How can I find out who my operator is?

In order to verify or establish your current operator for various call types, you can dial the following numbers:

19800 - International calls
19822 - Local calls
19801 - National calls

If you discover that you have been moved to another operator without your consent you should contact them and ask them to advise of when, how and from whom they received authorisation to transfer you. You should ask for a copy of this authorisation. If you are not satisfied that authorisation was given contact ComReg consumer line.

If you have been given a code and do not know who the operator is, please contact the consumer team at ComReg for further assistance, details below.

What if I have a complaint?

Your service provider will give you their Code of Practice when you take up the service. This contains all the details about how to make a complaint.

What if I am not happy with how my complaint was handled?

If after exhausting that service provider’s complaint handling process you are not satisfied, you can contact the Commission for Communications Regulation (‘ComReg’) about the complaint using the contact details below.

Where can I get more detailed information?

There is more detailed information available on our website www.askcomreg.ie where a list of authorised service providers offering ‘Carrier pre-select’ to residential and, or, business consumers is listed.

About ComReg

We are responsible for regulating the electronic communications (telecommunications, radio communications and broadcasting transmission) and the postal sectors.

How can I contact ComReg?

You can contact us:

By phone (Locall): *1890 229 668 / 01 804 9668 (09.00am to 5.30pm)

*(Calls to 1890 numbers from landlines are charged at a local call rate, charges from mobile phones may vary depending on your operator)
By fax: 01 804 9680
By email: consumerline@comreg.ie
By post: ComReg Consumer Team
             Irish Life Centre
             Block DEF
             Lower Abbey Street
             Dublin 1
Our websites are: www.comreg.ie | www.askcomreg.ie | www.callcosts.ie

Contacting other Consumer Organisations

Click here for information regarding contacting other organisations

Legal disclaimer

We prepared this document from a variety of sources. While we took reasonable care to prepare it, we do not accept any responsibility for any loss or damage anyone may suffer by using any of this information.