Upgrading home broadband from 4G to 5G

[Anthonyb90]

Hi,

My current 4G home broadband contract has expired, and I’d like to upgrade to a 5G plan. However, I haven’t been able to do this through my My3 account. When I attempt to upgrade, I receive messages indicating that 5G is incompatible with my current plan.

It appears the only available option is to purchase a new 5G broadband plan and add it to my existing account, rather than directly upgrading. If I proceed with this, could you please advise on how I would go about cancelling my existing 4G service to avoid being billed for both?

Thanks in advance for your help.

[Three_Niall]

Hey @Anthonyb90 , thanks for posting here, if you are looking to upgrade from a 4G Broadband plan to a 5G broadband plan I would recommend contacting 1913 where our team will be able to confirm the available plans based on your Eircode and make the switch for you.

[Anthonyb90]

Hi,

I went a head and upgraded to 5G Gold home broadband with the team on 1913. 

Its been a three days and I've had no further communication regarding my upgrade order and I havnt received my new terms of contract by email as promised by the agent.

When should I expect to recieve the new 5G equipment and information on the tech installation?

Thanks,

Anthony

[Three_Niall]

Hey @Anthonyb90 , thanks for posting here, when you were completing the order you should have received an email with the contract included however if you have not received this I would recommend calling 1913 for our broadband team to send this to you again.

[Anthonyb90]

Hi, 

I contacted the team on 1913 re: the delivery of my 5G Broadband equipment and I can see that it has been shipped with an incomplete address and will be returned to sender. The agent on 1913 offered no solution to resolve this, other than to contact them again in 48 hours. (What use would that be?) 😄

I explained that my address needs to  amended and re-shipped. But again the agent simply told me "contact us again in 48 hours". (This offers me no solution)

Can you please assist with this as a matter of urgency. I've had the installation team contact me twice to arrange installation of the broadband and I've not been able to as I have no equipment delivered.

My address needs to be amended and resent.

[Three_Niall]

Hi there, @Anthonyb90 . We'd be happy to look into this for you and see if there is anything we can do. PM us with your details, name, number, full address, date of birth, and order number, and we'll take a look.