Pure Telecom
FREQUENTLY ASKED QUESTIONS
I agreed to switch my service to Pure Telecom over the phone but don’t I need to sign a contract?
No. The telecom regulator in Ireland in conjunction with the European Distance Selling regulations allows for the use of a verbal agreement in order to make it easier for you to switch telephone companies. A signed agreement is not necessary.
Do I need to contact my former provider to tell them that I have changed to Pure Telecom?
No. We will take care of everything with your former provider unless they require you to cancel in writing.
How often will I receive a bill from Pure Telecom?
You will receive a single bill for both your telephony and broadband services, between the 11th and 15th of each month.
How can I pay my bill?
You can pay your Pure Telecom bill by direct debit, cheque, postal order, at your local Post Office or by bank transfer.
Will I still get a bill from Eircom for my line charges and services?
No. We will now send you one simple bill for your call charges and any call management services you have on your telephone account.
Will I still receive my line rental allowance with Pure Telecom?
Yes. The Department of Social and Family Affairs will continue to pay your line rental. The transfer of this credit may be delayed by one month and your first bill may not reflect the initial credit. However your subsequent bills will provide the full entitlement to the date your line service became active with Pure Telecom.
Can you stop unsolicited telemarketing calls being made to my home?
Yes. If you do not wish to receive unsolicited telemarketing calls please contact a member of our customer care team and they will inform you of how to add your details to the NDD [National Directory Database]. By adding your details to the NDD it is against the law for you to receive any telemarketing calls without your prior consent. Customers whose home numbers are ex-directory should note that their details will automatically be added to the NDD unless specifically requesting otherwise.
Broadband
How easy is it to install Pure Broadband on my computer?
Installing your broadband is simple and full instructions are included with your modem. Help and support is also available on 1850 930 580.
Will an engineer call to my house?
No engineer will be required to call out, as Pure Broadband is a self-install service.
What is the technical support number?
Our Technical Support team are here to help on 1850 930 580 from 8am-7pm Monday-Friday.
I did not provide an email address when I connected, how will I get my username and password?
Our Customer Care team will be able to provide this information to you and will contact you once your Pure Broadband account is activated.
What happens if I am not at home when my modem is delivered?
Our couriers will attempt to deliver to your home address. If you are not there at the time a calling card will be left for you to make alternative arrangements.
What happens if I wish to cancel my broadband contract?
You need to notify our Customer Care Team on 1850 930 580.
If you are within your contract you will be liable for charges for the remainder of your contract and any applicable modem charges.
Additional Information – Pure Telecom Broadband
Pure Telecom Broadband 12 Month Contract:
1MB Download Option with a 6GB Download limit. 3MB Download Option with a 12GB Download limit. 7MB Download Option with a 20GB Download limit.
If you wish to cancel during your contract you are liable to pay for the remainder of that contract. If you have received a free modem, you will be charged a modem fee of €49.99 up to and including month 6, or €19.99 thereafter.
HOW TO REPORT A FAULT
Who should I contact if I have a fault on my line?
Once your line has switched to Pure Telecom you should contact Pure Customer Care if you are experiencing any difficulties with your telephone service.
Is there anything I am required to do before I log a fault?
We request you to test your line with an alternative handset. This will eliminate the possibility of it being a handset fault and you incurring a call out charge. We also request that you check any connections in the house which may have been altered by recent works.
How long does it take to repair a fault?
Once a fault is reported it may take between 48 hours to 5 working days depending on the severity of the fault. On average faults are repaired within 2 working days, however there may be circumstances which require longer periods for possible work to be completed
Will a technician have to be dispatched?
The majority of faults can be resolved on testing at the telephone exchange in your area. If a technician is dispatched you will be contacted to arrange a time of appointment.
What are the possible causes of a fault?
There are a number of reasons that faults occur. A few main reasons are as follows:
1.Alterations to connections and wiring inside the home.
2.Local are exchange faults (average repair time 24 hours)
3.Fallen lines due to building work or from storms and high winds.
Will I incur any costs if I have a fault on my line?
If you have tested your handset and the telephone lines inside your home and concluded that it is not such a fault you will incur no costs. However if it is a fault with your equipment or wiring then you may incur a cost where this needs to be replaced or repaired.
What is the procedure of processing a Fault?
1.Call Pure Telecom to log a fault on 1850 930 580
2.A Pure customer service agent will guide you through a series of questions in relation to your fault.
3.Pure will test the line using equipment which detects problems up to the local telephone exchange.
4.If the line tests successful, indicating no fault on the line, the customer will be called and the problem will be investigated further. If there is still no resolution on the fault a technician may be dispatched.
5.If the line test fails, the fault will be sent to our technicians immediately for further investigation. As indicated, this can take up to 5 working days.
6.You can call 1850 930 580 for an update on your fault.
7.If an appointment is necessary you will be contacted on an alternative contact number provided to make an appointment for a technician to call out.
8.Once the technician has informed us of the result we will contact you with an update. If you are still experiencing difficulties your fault will be escalated within 24 hours.
Liability
Pure Telecom shall not be accountable for any special, indirect or consequential loss or damages whether direct or indirect, or any loss of business, revenue, use, contract, goodwill, anticipated or actual savings or profits, any other financial loss or loss of time, data or opportunity as a result of a fault on a customers line. Pure will however review any customer complaints on a case-by-case basis.
