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Customer Notifications

CORRECTIVE STATEMENT

Following a review of customer accounts, Tesco Mobile has established that since 2017 over 27,000 Tesco Mobile customers were charged for services beyond their cancellation date, known as post cancellation charges. Essentially any bill sent to customers during the notice period included the monthly recurring charge and this period related, at least in part, to a period beyond the expiry of the notice period.

Tesco Mobile did not automatically refund customers that paid for charges beyond their cancellation date. Instead our policy was that a credit was applied to a customer’s final bill and remained on the customers’ accounts. A customer could contact Tesco Mobile to reclaim these monies. Tesco Mobile’s review found that over 27,000 customers were affected by this issue and now need to be refunded to the total value of approximately €388,000.

Tesco Mobile is fully committed to refunding all affected customers. If you are one of these customers be assured that Tesco Mobile will issue you with a full refund to the last known email address by Wednesday 20th October 2021. For more information please call 1903.

Please Be Aware - Text Scam

The National Cyber Security Centre (NCSC) has received reports of a spyware software labelled FluBot affecting Android users in Ireland. FluBot is used by malicious parties to steal passwords and sensitive data from the victims’ mobile device. It will access victims’ contacts and spread the malicious application through further text messages. The messages typically contain a link for the victim to click on to get details of a missed package delivery. This link will direct the victim to a fake website replicating the legitimate delivery company’s site. The victim will then be asked to download two .apk files which are banking trojans. Users will then be prompted to manually override and allow an untrusted app download.

The following are examples of FluBot text messages:

SMS Scam

If you receive a message as described the NCSC advises:

  • DO NOT click on the link and delete the message.
  • If you are expecting a delivery, check it through the companies official website.
  • If you have clicked on the link and installed the app - perform a factory reset on the device. (Note: If you do not have backups you will lose data).
  • When restoring backups do not restore from any backups created after you installed the malicious app as these will be infected.
  • Reset passwords on any accounts used after you installed the app. If you use the same passwords on other accounts, change these also.
  • Ensure that the Google Play Protect service is switched on.

Customer Self-Service Upgrade Notification

Tesco Mobile are conducting planned upgrade works to our customer self-service channels on the 1st June 2021 between the hours of 00:00 and 11:00. Whilst we do not anticipate any service disruption to our customers we have selected these hours to minimise any potential impacts. In the unlikely event of any service issues you can contact our care team on 1903.

We apologise for any inconvenience caused and thank you for your patience.

Service Notification

Due to works been carried out tonight the following services will be unavailable from 01:00 – 06:00 on 2nd Sept 2021

  • my.tescomobile.ie
  • online shop
  • AIB top-ups

We apologise for any inconvenience caused

Customer Notifications Regulations

Under Regulation 14 of the European Communities (electronic communications networks and services) (Universal Service and Users' rights) Regulations 2011 an operator shall, not less than one month prior to the date of implementation of any proposed modification, notify its subscribers to that service of the proposed modification in the conditions of the contract for that service, and their right to withdraw without penalty from such contract if they do not accept the modification.

If you are a subscriber to the services affected by these changes and if you do not accept these changes you may cease to use the service without penalty by giving us notice in accordance with Tesco Mobile’s terms and conditions prior to the implementation date of the change.

Retail Charges for Regulated Intra-EU Communications

Price changes for Non Geographic Numbers

Omnivend Service Notification

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