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Now more than ever, every little helps

We are here to help during the current Covid-19 challenge. Our priorities include the safety of our colleagues and customers, and the continuity of service to keep you connected with family, friends and work at this time.

We are closely following the guidance from the HSE and as a result, many colleagues are working from home which includes some from our contact centre. This may impact the speed with which we can respond to your needs and as a result, we want to make sure that you have the tools and information you need to self-serve in the interim

Contacting us

If you need to get in touch with us, the following options are available:

  1. Live Chat or email
  2. Social Media channels:
  3. Call us on 1903 or 1749 for free from your Tesco Mobile phone or 1743 if calling from abroad.

You can also log onto my.tescomobile.ie or download My Tesco Mobile app for additional self-service options.

Staying Connected

All calls to HSE Live (where customers can gather information about Covid-19) via 1850 24 1850 or 041 6850300 are free to call for all customers until further notice.

Government is also providing telecoms companies with details of certain information and educational websites that will be free to access and a list will be posted here soon.

Bill Pay Customers: Keeping your Bill Pay Account up to date

Bill Pay Customers: You can check your most recent bill amount, make a payment or check the latest balance on all your allowances at any time when you log into your My Tesco Mobile account. You can do this at my.tescomobile.ie or on the My Tesco Mobile app on your phone.

If you are worried about meeting your repayments with us, please contact us and we will work to find a resolution together. Contact us via App Chat, Social Media or Telephone (please note, as we are receiving an increased volume of calls and operate social distancing in our customer care centre, we may be slower to respond than normal)

Prepay Customers: Topping up with Tesco mobile is simple, easy and uncomplicated

Click here for all the methods available:

  1. My Tesco Mobile App - using your vouchers, credit card /debit card or Clubcard Boost
  2. Online using credit/debit card – click here
  3. By phone by dialling 1903 or 1749 – using your vouchers or credit/ debit card

COVID 19 Consumer Commitments: As one of Ireland’s telecommunications providers we have agreed to the following industry commitments to further support our customers during this national emergency

  1. 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.
  2. 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.
  3. Fair usage policies will not be automatically applied to unlimited fixed and mobile data packages.
  4. Service providers may implement appropriate permitted traffic management measures to avoid network congestion.
  5. Access to healthcare and educational resource websites identified by the Government will be zero-rated for all customers where technically feasible. (Note: we are awaiting the final list of applicable websites from the Government, once implemented we will update this page).
  6. 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.
  7. 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.

Click here for information on responsible use of telecommunications services

Please contact us (preferably using the online and social media channels listed above) to discuss any of the above and we will help find a resolution together. Now, more than ever, every little helps.

Changes in store

In line with Government guidance, our phone shops have re-opened and will operate under normal phone shop trading hours. To check the opening hours of your nearest store, click here.

The health and safety of our colleagues and customers remains our priority and therefore, we have social distancing measures in place including 2-metre floor markings, as well as hand sanitisers, and while our pin terminals and demo phones are regularly cleaned, antibacterial wipes will be available.

If you have any queries in relation to this, or any other issue, please don’t hesitate to contact customer service. We may take longer to respond to phone queries, at the moment. For a quicker response contact us via the My Tesco Mobile app, webchat, or our social media channels.

We will make every effort to deliver your online purchase as soon as possible, however due to Covid-19 deliveries may take longer than usual.

Tesco is here to help and will help – we will keep this page updated.

Stay Safe. Tesco Mobile.

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