GoMo FAQs

Higgsy · 21-01-2020 09:22PM

Quackster wrote: »

Whomever you were talking to either misunderstood what you were asking or doesn't have a clue.

When you are roaming in another EEA country, calls/texts back to Ireland, to other numbers in the country you are roaming in and to any other EEA country are all covered by your allowance as per the law.

Hi Qackster. I contacted support a few weeks ago and they told me that when in the EU all calls back to Ireland are charged, calls to the country you are in are part of your bundle. This made no sense to me

Contacted support again yesterday and asked them again and got the same answer.

Not sure if you can view this but this twitter thread GoMoIrelandCare is stating the same as the online customer care chat.

https://twitter.com/GoMoIrelandCare/status/1217872531350282245

I cannot get my head around it myself. This makes no sense.

tuxy · 21-01-2020 09:29PM

And how much would they charge you for calling Ireland while abroad?
It's not on their price list and not legal.

I can read the twitter just fine, never doubted you that a rep did say that but they have to be mistaken.
And not replying when asked to clarify shows they are confused by the whole thing.

Higgsy · 21-01-2020 09:33PM

tuxy wrote: »

And how much would they charge you for calling Ireland while abroad?
It's not on their price list and not legal.

I can read the twitter just fine, never doubted you that a rep did say that but they have to be mistaken.
And not replying when asked to clarify shows they are confused by the whole thing.

Agree 100% Tuxy. I contacted the webchat on 2 separate occasions and same answer both times, this twitter thread is also saying the same.

With regards their pricing, I agree it is open to interpretation but

If you read this table:
https://gomo.ie/pricing/

It states
*You can use your any network calls & texts anywhere in the EU and they will be deducted from your allowances as they would at home.

This to me tells me that calls make when in a EU state back to Ireland would be part of your package.

This link
https://gomo.ie/wp-content/uploads/mobile-pt12.2-5.pdf

states:

Unlimited minutes and SMS allowances where applicable are subject to a fair usage allowance of 45,000 minutes and 10,000 SMS. Minutes and SMS apply to usage within the Republic of Ireland and EEA zone countries

If you compare this to what comreg is saying (https://www.comreg.ie/roam-like-home-new-eu-mobile-roaming-retail-prices-introduced/)

<<On 15 June 2017, new EU mobile roaming regulations have been introduced. This means, when travelling in the European Union, Norway, Iceland and Lichtenstein, roaming customers can ‘roam like at home’ and will be charged the domestic retail price for calls, texts and data.

So, if you are a mobile customer and have purchased a bundled services (i.e. a price plans that has specific call, text, and data allowances) any roaming usage is now deducted from that bundle>>

or the EU commission

<Your communications (phone calls,SMS, data) made from another EU country
will be covered in your national bundle: the minutes, SMS and gigabytes of data that you consume abroad in the EU will be charged or deducted from the volumes of your national tariff plan exactly as if you were at home (in the country where you live, work or study). Contrary to the past, you will
not have to pay anything extra. No bill shock anymore. Whether you use your mobile phone while periodically abroad in the EU or in the country where you live will not make any difference. You will roam like at home>

Seems like a mismatch to me!

tuxy · 21-01-2020 09:47PM

Yes and I know COMREG are a bit toothless but if GOMO did try to charge you illegally over this I think they could sort it out for you.

Yggr of Asgard · 21-01-2020 10:00PM

Answer 11 might help

https://ec.europa.eu/digital-single-market/en/faq/question-and-answers-roaming

g6fdyotp5nj2l7 · 21-01-2020 10:54PM

factnee wrote:

Does anyone get a missed call text notification from gomo? If I'm out of coverage and people ring, the call goes straight through to voicemail and I never get a text.

I get a missed call text from gomo

Higgsy · 22-01-2020 09:28AM

Yggr of Asgard wrote: »

Answer 11 might help

https://ec.europa.eu/digital-single-market/en/faq/question-and-answers-roaming

Yes, this is consistent with comreg and the european commission but inconsistent with what gomo support are saying. Maybe they should discuss this with their parent (eir) as I think they understand the regulation :-)

Nigel Fairservice · 22-01-2020 11:59AM

Higgsy wrote: »

Agree 100% Tuxy. I contacted the webchat on 2 separate occasions and same answer both times, this twitter thread is also saying the same.

With regards their pricing, I agree it is open to interpretation but

If you read this table:
https://gomo.ie/pricing/

It states
*You can use your any network calls & texts anywhere in the EU and they will be deducted from your allowances as they would at home.

This to me tells me that calls make when in a EU state back to Ireland would be part of your package.

This link
https://gomo.ie/wp-content/uploads/mobile-pt12.2-5.pdf

states:

Unlimited minutes and SMS allowances where applicable are subject to a fair usage allowance of 45,000 minutes and 10,000 SMS. Minutes and SMS apply to usage within the Republic of Ireland and EEA zone countries

If you compare this to what comreg is saying (https://www.comreg.ie/roam-like-home-new-eu-mobile-roaming-retail-prices-introduced/)

<<On 15 June 2017, new EU mobile roaming regulations have been introduced. This means, when travelling in the European Union, Norway, Iceland and Lichtenstein, roaming customers can ‘roam like at home’ and will be charged the domestic retail price for calls, texts and data.

So, if you are a mobile customer and have purchased a bundled services (i.e. a price plans that has specific call, text, and data allowances) any roaming usage is now deducted from that bundle>>

or the EU commission

<Your communications (phone calls,SMS, data) made from another EU country
will be covered in your national bundle: the minutes, SMS and gigabytes of data that you consume abroad in the EU will be charged or deducted from the volumes of your national tariff plan exactly as if you were at home (in the country where you live, work or study). Contrary to the past, you will
not have to pay anything extra. No bill shock anymore. Whether you use your mobile phone while periodically abroad in the EU or in the country where you live will not make any difference. You will roam like at home>

Seems like a mismatch to me!

I'm in Germany at the moment and have made 3 calls back to Ireland since I've been here. I'll suppose I'll find out if I'm charged for them when I get my next bill. My understanding of things was that calls back to Ireland were covered by my Gomo plan.

BowWow · 22-01-2020 12:09PM

Nigel Fairservice wrote: »

I'm in Germany at the moment and have made 3 calls back to Ireland since I've been here. I'll suppose I'll find out if I'm charged for them when I get my next bill. My understanding of things was that calls back to Ireland were covered by my Gomo plan.

I was not charged for numerous calls from Italy back to Ireland in October.

chuky_r_law · 22-01-2020 12:11PM

i have switched from eir to gomo. i have not used voicemail for over 15 years but it has now been activated during the switch over. how do i deactivate it?

kippy · 22-01-2020 12:12PM

chuky_r_law wrote: »

i have switched from eir to gomo. i have not used voicemail for over 15 years but it has now been activated during the switch over. how do i deactivate it?

I'd say contact them and ask them to de-activeate.

Higgsy · 22-01-2020 12:12PM

BowWow wrote: »

I was not charged for numerous calls from Italy back to Ireland in October.

Hi BowWow, that is interesting and would mean the gomo support team either misunderstood the question or dont have their facts straight.

kippy · 22-01-2020 12:14PM

Higgsy wrote: »

Hi BowWow, that is interesting and would mean the gomo support team either misunderstood the question or dont have their facts straight.

It wouldn't be the first time that a companies staff aren't entirely clued up on every term and condition involved in various processes.

tuxy · 22-01-2020 12:15PM

Higgsy wrote: »

Hi BowWow, that is interesting and would mean the gomo support team either misunderstood the question or dont have their facts straight.

It would seem that currently their support staff are either incompetent or do not have the facilities to provide good support.
Perhaps recruiting and/or training was rushed. They will probably reach an acceptable level at some stage.

chuky_r_law · 22-01-2020 12:15PM

kippy wrote: »

I'd say contact them and ask them to de-activeate.

is there a contact number?

tuxy · 22-01-2020 12:16PM

chuky_r_law wrote: »

is there a contact number?

Some have said facebook messenger is the only way to get good engagement.

kippy · 22-01-2020 12:18PM

chuky_r_law wrote: »

is there a contact number?

You can contact them on the form via the website, twitter, facebook.
There's no contact number.

Ten Pin · 22-01-2020 12:32PM

i have switched from eir to gomo. i have not used voicemail for over 15 years but it has now been activated during the switch over. how do i deactivate it?

Dial ##002#

This will cancel all diverts. Voicemail will still work but only if accessed directly by entering '5' between the prefix and phone number.

087 5 123 4567

171 will probably still work but incoming callers will not be diverted to voicemail.

chuky_r_law · 22-01-2020 01:17PM

perfect! this did the job...thanks!

btw, contacted gomo on messenger. after an hour i am still waiting for them to respond. i guess the the cheap price comes at the expense of any decent level of customer service.

BowWow · 22-01-2020 01:39PM

kippy wrote: »

It wouldn't be the first time that a companies staff aren't entirely clued up on every term and condition involved in various processes.

Agreed.

I was on eir previously and was never, when EU Roaming, charged for calls back to Ireland. Should be the same on GOMO.

celiam · 22-01-2020 08:38PM

Drumpot wrote: »

Prob gonna sign up 2 phones with this today. I am with three and currently paying 30e per month for pretty much the same thing, Im out of contract so no issues there.

I use my mobile for work so would you suggest I just buy sims and port number maybe when I receive sim ? Does this delay things much, like is it easier when you give them a date and time when signing up or does it really matter ?

Also, anybody with Three get a similar deal to gomo ? I tried online but they told me to phone 1913, dont really feel the need to haggle (if thats indeed what happens).

Lastly, seems like most people have a decent experience with the network, would that be fair to say ?

You better check that your phone isnt locked to the 3 network,if it is you will have to get an unlock code from them. My Huawei was locked to the vodafone network and it took me 6 weeks to get the unlock code from them

celiam · 22-01-2020 08:54PM

kippy wrote: »

You can contact them on the form via the website, twitter, facebook.
There's no contact number.

I believe comreg has instructed gomo to provide a contact phone no

Yggr of Asgard · 22-01-2020 08:59PM

celiam wrote: »

I believe comreg has instructed gomo to provide a contact phone no

Back in December with some limited scope as it is for complaints only:

https://www.comreg.ie/publication/comreg-issues-a-direction-to-meteor-mobile-communications-limited-trading-as-gomo-pursuant-to-the-universal-service-regulations

Plus they call it as pay as you go offer which is strange.

Vic_08 · 23-01-2020 12:03PM

Ten Pin wrote: »

Dial ##002#

This will cancel all diverts. Voicemail will still work but only if accessed directly by entering '5' between the prefix and phone number.

087 5 123 4567

171 will probably still work but incoming callers will not be diverted to voicemail.

The short GSM codes are handy when you can remember them.

Voicemail and other call handling can be controlled from your phone, in android it is under settings-call forwarding settings in the Phone app.

As above your voicemail number is always your phone number with 5 added after the prefix.

You can also put any number you want as a divert for incoming calls.

Higgsy · 23-01-2020 12:38PM

Quackster wrote: »

Whomever you were talking to either misunderstood what you were asking or doesn't have a clue.

When you are roaming in another EEA country, calls/texts back to Ireland, to other numbers in the country you are roaming in and to any other EEA country are all covered by your allowance as per the law.

They are consistent I will give them that. Further confirmation from gomo that calls to Ireland when in the EU are not included in the bundle/plan.

gomo_roaming.JPG

Yggr of Asgard · 23-01-2020 12:45PM

Higgsy wrote: »

They are consistent I will give them that. Further confirmation from gomo that calls to Ireland when in the EU are not included in the bundle/plan.

gomo_roaming.JPG

I think we very much have established that there is a lack of correct info that their customer service is providing. And while it's consistent the same message its just wrong.

The rules are clear and if you get charged (and so far nobody did seem to have been charged) there is a process how to address it. First complain to Meteor and get a complaints number, if they than don't remove the charge than go to comreg, who will clear this up and get you a refund.

Yggr of Asgard · 23-01-2020 12:50PM

Yggr of Asgard wrote: »

Back in December with some limited scope as it is for complaints only:

https://www.comreg.ie/publication/comreg-issues-a-direction-to-meteor-mobile-communications-limited-trading-as-gomo-pursuant-to-the-universal-service-regulations

Plus they call it as pay as you go offer which is strange.

Wow miracles do happen, they have immediately implemented the order. Yes, no court fight or delays, Gomo has now a phone number for Complaints (Complaints only):

1800 210 342

https://gomo.ie/code-of-practice/

Again, this for complaints only after an unsatisfactory answer from their customer service, this is NOT a customer service number.

Drumpot · 23-01-2020 02:43PM

How long does it take to port a number ?

I had the sim for a few days and only requested it be ported last night. Put in this morning as it allowed me pick it but nothing has happened. TBH I didnt expect it to work that fast but anybody got any sort of idea how long it might take ?

Now just to clear up, i havent taken my Old provider sim card out since yesterday and am presuming my signal will be lost when its ported ? Like I dont have to turn off and on my phone and change sims ?

Slippin Jimmy · 23-01-2020 04:44PM

Usually takes a few hours. In my case I asked to be ported on x date. Put the sim in in the morning and I had service.

Not in Kansas · 23-01-2020 05:10PM

We have jumped through numerous hoops to switch my son over from prepay with Three to GoMo. The problem was getting the phone unlocked. We were bounced from one person to another and finally after days we have a code. But when the phone asked for the unlock code it's looking for 4-8 digits and the code we have is far longer. Before I get on this merry-go-round again has anyone a brilliant idea?

Thank you.

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