Click here to view your contract summary.

You can get in touch with us via webchat. Click on the chat link on our help and support site

If you’re a GoMo customer, you can start a webchat on MyGoMo

We’re available Monday to Friday 9am to 7pm (excluding Bank Holidays), Saturday & Sunday 9am to 5.30pm, Bank Holidays 10am to 5pm.

Effective 05 01 2026

This Charter provides information on the level of customer service we commit to offer, details of any compensation and general information about our customer service. We are required to provide this Charter by the Commission for Communications Regulation (ComReg). Further information, including what you can use the Charter for, is available at www.comreg.ie/customercharter.

This Charter is available to request in PDF by contacting us at any of the contact points provided here.

1: Contacting us

Customer service response times

Phone:

We do not offer a phone contact channel to GoMo customer service.

GoMo customer service is provided on-line. Please refer to the Chat section below.

Email:

We do not offer an email contact channel to GoMo customer service.

Web form:

To access our GoMo cancellation form click here.

We do not offer any Commitment on web form response times.

Chat:

Our GoMo care team can be contacted through Web Chat on www.GoMo.ie.

Opening Hours Monday to Friday 9am to 7pm (excluding Bank Holidays), Saturday & Sunday 9am to 5pm, Bank Holidays 10am to 5pm.

We do not offer any Commitment on chat response times.

Post:

We do not offer a post contact channel to GoMo customer service.

2: Connecting a new service

Acknowledgement time for new line connection requests

We do not offer any Commitment on acknowledgement times for new line connection requests.

Existing line connections/activations

We do not offer any Commitment on new service activation times where there is an existing line.

3: When you are due a refund

Our refund policy can be accessed here.

We do not offer any Commitment on refund times.

4: If there is a service outage

Planned service outages

We do not offer any Commitment on advance minimum notice within which we will inform customers of planned network outages.

Unplanned service outages

We do not offer any Commitment on times within which we will inform customers of unplanned service outages.

In the event of an unplanned outage that will impact a high proportion of the GoMo customer base, we will keep you updated by means of announcements that we will communicate via our social media channels on Instagram, Meta or X.

5: Compensation

Mandatory compensation

You can request compensation from us if we fail to meet certain obligations. This subsection details where compensation schemes are required.

Switching and porting compensation schemes: Delays or other issues when moving your mobile number mean you can claim compensation.

We have a switching and porting compensation scheme(s), which can be accessed here .

Other compensation

We do not offer any compensation if we do not meet customer service expectations.

6: Accessibility

We are required to ensure our services are accessible. Further information is available in our accessibility page, which can be accessed here.

Further accessibility information is available here.

7: How we will handle complaints

We will handle any complaints in accordance with our code of practice for complaints handling which you can access here.

8: Any other information

GoMo is a ‘digital first’ brand and serves its over 400k customer base via webchat and webform. We have also created a MyGoMo area for customers to easily manage their account from moving their number, adding a SIM and much more. If you are not already registered, you can register here.

Enter the date and time you’d like your number to move – this date must be 3 days in the future if you schedule this move when ordering your SIM.

Enter your account type (prepay or billpay) and account number from your current provider. You can find your account number on your bill from your current provider.

Your number will start to move on at the time/date you select and will take up to 24 hours to complete. For customers who are moving to GoMo from an account with multiple mobiles it can take up to 48 hours to complete.

If you didn’t select to move your number when you ordered, don’t worry, you can do it as soon as you receive your new GoMo SIM.

1: Just login to your MyGoMo account

2: Go to Account Details > Move My Number > follow the instructions & we’ll take care of the rest!

You can check your move Status in MyGoMo – if your move is showing ‘In Progress’ for more than 24 hours, get in touch with us via webchat.

Once you lose service with your current provider, you can now pop the GoMo SIM into your phone as your number is transferred.