Effective 06 05 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 5.30pm (excluding Bank Holidays).
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 or switching your broadband service, including missed and delayed service and installation appointments may 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.
