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Responding to Covid-19 – we’re here to help

In line with Government guidance, our phone shops have re-opened and will operate under normal phone shop trading hours. Customers can also continue to use www.tescomobile.ie for services and support if they wish.

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.

In line with Government guidance, our phone shops have re-opened and will operate under normal phone shop trading hours. Customers can also continue to use www.tescomobile.ie for services and support if they wish.

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.

Help Centre > Your Plan

Your Plan

Contract & Transparency.

Post Pay

My

 

the account must be topped

How and where can I find the terms and conditions of my contract?

a. At the time of signing up

The terms and conditions of your contract were presented to you at the time of sign up – as part of the sign up process customers must review, agree to and sign a Contract Form which details on the back of the form a Summary of the Key Terms & Conditions and details where the full set of the General Terms are available on the website.  Dependent on whether the customer signed up in-store, online or via telesales would dictate how the terms were provided i.e. hardcopy in-store or electronically via email for online and telesales agreements)  Note following example of the Contract Form which all customers must review, agree to and sign:

 b. During the lifetime of the contract



The General Terms and Conditions and plan specific terms and conditions if applicable are available at http://www.tescomobile.ie/about-us/terms-and-conditions.aspx at any stage throughout the contract. 

Where are the charges for the phone and service listed, including the reason and amounts ? 

The charges for handsets are presented on the Tesco Mobile website.

See http://www.tescomobile.ie/bill-pay-phones.aspx they are also available at your local Tesco store.

All charges related to bill pay services are accessible from http://www.tescomobile.ie/help-centre/Bill-Pay  and from https://www.tescomobile.ie/help-centre/Your-Plan  

Phone

Do I own the phone that I entered into the contract for? If not when will i own it?

No, not until the agreed minimum term has expired or at point of upgrade, whichever event happens first.

If I exit the contract early (before the end of the minimum term) do I own my phone?

No, as per the agreed terms and conditions of the contract the handset remains the property of Tesco Mobile Ireland until you pay any outstanding charges and the recurring monthly charges for the remainder of the Minimum term.

If I exit the contract early, will I have owed anything further to own the phone?

If 18 Months early.

If 12 months early.

If 6 months early.

Yes, dependent on when the customer exits the contract will dictate how much of an early termination fee / cancellation fee will apply. As per Term 5 states on the Contract Form ‘Your agreement with Tesco Mobile is subject to a Minimum Term (see above for details). If you terminate the agreement within the Minimum Term, you must provide us with 30 days’ notice and you must also pay any outstanding charges and the recurring monthly charges for the remainder of the Minimum term.’

If I exit the contract early, is there an early termination fee for the phone and the service? If so how is this calculated for each?

Yes, the early termination fee is applied to the agreed monthly charges which applies to the costs associated with providing the service and the handset. It is not split out.

Restrictions

Are there restrictions on my use of my phone on other networks?

Generally all phones are locked to the service provider’s network and therefore only Tesco Mobile SIMs can be used in Tesco Mobile handsets in order to use the Tesco Mobile service and plan you have availed of.

How can I unlock my phone so that I can use on another network?

You can apply for your network unlock code by contacting our customer care team via Chat, Twitter, Facebook – see following for direct links to each contact medium http://www.tescomobile.ie/help-centre/contact-support.aspx  or by calling our customer care team free on 1903 from any mobile or landline or alternatively on 1749 from your Tesco Mobile handset which is charged at 20c regardless of the call duration. More information can be found at: http://www.tescomobile.ie/help-centre/Your-phone#Unlocking-your-phone

Is there a charge for unlocking my phone, and if so why?

There is no charge for unlocking your phone, subject to the terms and conditions of the contract being fully met.

Where can I find information on the process and charges for unlocking my phone?

More information can be found at: http://www.tescomobile.ie/help-centre/Your-phone#Unlocking-your-phone

How long will it take to unlock my phone successfully?

Depending on the make/model of your phone it can take between 2 and 25 days for us to source the code from the manufacturers, the timeframe is dependent on the manufacturer.  We will request your Unlock code within 24 hours of receiving your request. And once we have the Unlock code for the phone, we will send it to you via text, along with the instructions for entering the code. 

PrePay

How and where can I find the terms and conditions of my contract?

All prepay terms and conditions can be found at: http://www.tescomobile.ie/about-us/terms-and-conditions.aspx 

At the time of signing up.

Prepay customers at the point of sale generally purchase a prepay handset and sim and should they top up in order to avail of Tesco Mobile’s prepay services this will dictate what prepay services they have agreed to avail of for a 30 day period minimum. The customer is informed of the applicable terms and the starter pack which includes the SIM, details where the full set of terms are available. 

During the lifetime of the contract.

The prepay terms and conditions can be found at http://www.tescomobile.ie/about-us/terms-and-conditions.aspx  throughout the lifetime of the prepay service. 

Phone

Do I own the phone that I entered into a contract for? If not when will I own it?

Yes.

Restrictions

Are there restrictions on my use of the phone on other networks?

Generally all phones are locked to the service provider’s network and therefore only Tesco Mobile SIMs can be used in Tesco Mobile handsets. In addition, in order to use the Tesco Mobile service and plan you have availed of you must use the Tesco Mobile SIM as provided.  

How can I unlock my phone so that I can use it on another network?

You can apply for your network unlock code by contacting our customer care team via Chat, Twitter, Facebook – see following for direct links to each contact medium http://www.tescomobile.ie/help-centre/contact-support.aspx or by calling our customer care team free on 1903 from any mobile or landline or alternatively on 1749 from your Tesco Mobile handset which is charged at 20c regardless of the call duration. More information can be found at: http://www.tescomobile.ie/help-centre/Your-phone#Unlocking-your-phone

Is there a charge for unlocking my phone, and if so why?

Yes. The phone that you are requesting to be unlocked, must be topped up by a minimum €150 or be on Tesco Mobile Network for 9 months or more.  This means the specific handset you want unlocked must meet one of the above criteria.

Where can I find information on the process and charges for unlocking my phone?

More information can be found at: http://www.tescomobile.ie/help-centre/Your-phone#Unlocking-your-phone

Who do I contact to unlock my phone?

You can contact customer care using the multiple means detailed above and explain that you want your device unlocked.

How long will it take to unlock my phone successfully?

Depending on the make/model of your phone it can take between 2 and 25 days for us to source the code from the manufacturers, the timeframe is dependent on the manufacturer.  We will request your Unlock code within 24 hours of receiving your request. And once we have the Unlock code for the phone, we will send it to you via text, along with the instructions for entering the code.

 

 

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