Mobile FAQs

As Ireland's largest communications provider, we're confident our mobile network will deliver powerful coverage wherever you are. However, if you're not completely happy with our mobile network, you can cancel your mobile contract within 30 days of joining and simply walk away. You just pay for what you used and if your plan included a new phone, we'll take it back and refund you too. No penalties. No hassle. No risk.

The Network Guarantee applies to all new eir bill pay customers who join the eir mobile network from July 1st 2017, but excludes the following;

• PrePay customers moving to Bill Pay
• PrePay upgrading customers
• Bill Pay customers upgrading
• SIM Only customers
• Business customers on corporate plans
• Mobile Broadband Customers

If you have gone through trouble-shooting with our customer care team and are still not satisfied with your network experience you can avail of the Mobile Network Guarantee.

See below the process to be followed, according to the channel through which the handset was bought.

I bought my phone online or via the Telesales team
If you purchased your phone via our online or telesales team you should call 1901 and confirm you wish to avail of the 30 day network guarantee.
Our care team will organise the return of the handset and process your network guarantee request.

I bought my phone in-store

If you purchased your handset in one of our retail stores, follow the steps below to avail of the 30 day network guarantee.

1. Return to the same store that you signed your eir mobile contract in
2. You will need to bring the following with you:
1. Your purchase receipt, dated in the last 30 days
2. The phone you received with your contract,  including all the packaging and in-box contents

Important: The phone you are returning must be in perfect working order with no physical or liquid damage to avail of the Network Satisfaction Guarantee. If any damage is detected you will not be able to cancel your contract.

• The store will process your request to cancel your contract under the 30 day network guarantee and advise you on the options available to you.

If you have purchased eir mobile as part of a bundle and wish to avail of the network guarantee the following will apply

• Only the mobile element of the bundle may be cancelled under the network guarantee and the contract for all other bundle elements remains valid.
• You will be moved to the equivalent bundle that does not contain mobile and the corresponding promotional discounts will be applied

For full terms and conditions click here