Customer Care

Click on the Customer Care FAQs on Residential Broadband below.
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Billing

How often will I receive a bill?

You will receive a monthly bill, usually around the first week of each month. Smart Telecom bills one month in advance for line rental and broadband charges.

What is the partial charge on my first bill?

This is the charge from the first day you began service with Smart Telecom up until the beginning of the first full month. The partial charge only appears on your first bill.

I made a payment, but under payment due it shows no payments were made.

If we received your payment after the first of the month, it will not show on your current bill. This is because we print bills on the first of the month.

I am entitled to a telephone allowance but it's not showing on my bill.

Check the summary page on your bill and you should see DSFA credit.

If not, please contact Customer Care and we will contact the DSFA directly to make sure your allowance is received.

On your next bill, check the summary and you'll see DSFA credit and DSFA arrears.

How can I pay my bill?

Payments are made by Direct Debit. You can set up a Direct Debit over the phone or by completing a Direct Debit Mandate form and returning it to Smart Telecom.

How will I know that my Direct Debit has been set up?

You will receive a confirmation letter and a text message from us to confirm your Direct Debit is set up. If there is any problem with the Direct Debit, we'll get in touch.

I would like to see all my call details.

You can request a fully itemised bill by either calling or emailing Customer Care. There is a charge of €2 for a fully itemised bill.

What is your disconnection policy?

Smart Telecom bills must be paid on or before the date specified on the bill. This normally allows a period of 14 days after the bill date for payment.

If you do not pay your bill by the due date we may restrict your ability to make and receive calls. Before doing this, we will try to contact you to remind you that your bill is overdue.

If you find your line restricted in this manner you will still be able to contact emergency services via 112 or 999.

If after we restrict your service in this way your balance remains outstanding, we will write to you informing you that your contract will be terminated (notification of termination).

If the amount due remains unpaid after the time specified in the notification of termination your account will be terminated and your line removed. At this point you will no longer be able to contact the emergency services and will receive your final bill.

We will continue to follow up on outstanding balances after the final bill is issued.

Extras

Smart Telecom offers Barring
Smart Telecom offers extra facilities and enhancements such as mobile, premium and international barring. You can block certain number types while still availing of the broadband service. To avail of this service, please email us (customercare@smarttelecom.ie) or Lo-Call 1890 945300.
Speed upgrades or downgrades
You can upgrade your speed by 2Mb for an extra €5 monthly. If you wish to avail of this offer, please email us (customercare@smarttelecom.ie ) or Lo-Call 1890 945300.
Want to order a wireless modem?
If you currently have a standard modem and you wish to order a wireless please email customercare@smarttelecom.ie or Lo-Call 1890 945300. The wireless modem costs €49.95 inclusive of VAT.

Complaints

Customer Care Code of Practice for Complaint Handling

Smart Telecom prides itself on offering the highest quality telecommunication services at the lowest possible rates. Despite our best efforts, from time to time things can go wrong. In the unlikely event that the level of service does not meet your expectations, it is important we hear from you.

Contacting us gives us the opportunity to correct any shortcomings, but more importantly helps us learn and improve the levels of service we provide to all our customers.

Smart Telecom is required to adhere to and complies with the principles set out in the ComReg Code for Tariff Presentation, issued by ComReg in August 2004

How to contact us with a complaint

If you would like to register a complaint, there are a number of different ways you can contact us. To ensure your complaint is effectively resolved, please ensure you specify the reason for the complaint and provide your Smart account number (located at the top of your bill).

By phone
You can contact the Customer Care team on Lo Call 1890 945300, 9am - 5.30 pm Monday to Friday.

A Customer Care Representative take your call and will provide their name and provide you with a unique reference number and acknowledge your complaint. Our aim is to resolve your complaint to your complete satisfaction and as quickly as possible, preferably during your call. If this is not possible we will inform you of the length of time we expect it to take to investigate and resolve the complaint.

By Letter
If you prefer to put your complaint in writing:
Smart Telecom
Customer Care Department
3300 Lake Drive
Citywest Business Campus
Dublin 24

By Fax
If you wish to send us your letter of complaint by fax, you may fax us on 01 4699 301.

By e-mail
You can send your complaint by e-mail to customercare@smarttelecom.ie.

What happens once we receive your complaint?

We will acknowledge all complaints received by letter, fax or e-mail within two working days of receipt. We will provide you with your unique reference number and inform you of the time we expect it to take to resolve your complaint.

Resolution timeframes

It is our aim to resolve all complaints as quickly as possible and to your satisfaction. Where possible we will resolve your complaint at the first point of contact. When we receive your complaint we will categorise it into a one of the following categories with indicative timeframes:

  • Billing - within 10 working days of receiving the complaint.
  • Installation - within 10 working days of receiving the complaint.
  • Service Degradation - within 5 working days of receiving the complaint.
  • Repair - within 5 working days of receiving the complaint.
  • Miscellaneous - within 10 working days of receiving the complaint.

It may not always be possible to resolve every complaint within these timeframes. If this is the case, we will keep you regularly informed and advise you of the length of time we expect it to take. We will notify you of the resolution of each complaint and retain records of your complaint for a period of not less than one year.

Escalation process

We have a team of trained Customer Service Representatives in place to investigate and resolve your complaints.

If you are not happy with the Customer Service Representative or the way in which they handle your complaint you can ask to have the matter escalated to a supervisor or manager in the appropriate area. The supervisor or manager will provide you with a revised resolution timeframe.

He/she will review and discuss the issue with you and try to reach a satisfactory resolution.

If, having contacted the manager/supervisor you feel that we have still not dealt with your complaint satisfactorily, you can ask for the matter to be reviewed by the Customer Care Manager.

Once you are happy with the resolution of your complaint, the complaint will be closed on the complaint handling system.

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Stephen FaySAP
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