Frequently Asked Questions
I agreed to switch my service to NewTel 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 NewTel?
No. We will take care of everything with your former provider unless they require you to cancel in writing.
Will I still have call waiting, call divert, emergency numbers, and directory assistance?
Yes. You won't lose any of these services.
How often will I receive a bill from NewTel?
You will receive a single bill for both your telephony and broadband services, between the 11th and 15th of each month.
Do I have to change my phone numbers or phone lines?
No. Your phone number and lines will not change nor should you experience any difference in the call quality or the ability to make calls.
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 Newtel?
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 NewTel.
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
What happens if I wish to cancel my broadband contract?
You would be liable for charges for the remainder of your contract and any applicable modem charges.
Will an engineer call to my house?
No engineer will be required to call out, as NewTel Home Broadband is a self-install service.
How easy is it to install NewTel Home Broadband on my computer?
Installing your broadband modem is simple and full instructions are included with your Modem. Help and support is also available on 1890 719 385.
What is the technical support number?
Our technical support team are there to help 9am-9pm Monday-Friday and 9.30am-5.30pm Saturday on 1890 719 385.
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, or you can contact the team on 1800 639 835.
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.
