Customer Information

CARNSORE BROADBAND CUSTOMER DOCUMENT

(Pre-Contract Summary & Contract Information)

1. Provider Details

Company: Carnsore Broadband
Email (Support): support@carnsorebroadband.com
Email (Accounts): accounts@carnsorebroadband.com
Website:
www.carnsorebroadband.com Registered Address: Office 201, Karkraft House, Kilbarrack Parade, Dublin 5, D05 DC60

2. Service Description

Carnsore Broadband provides:

  • Residential wireless broadband

  • Fibre-to-the-home (FTTH) broadband

  • Business broadband

  • Mobile home and holiday home broadband

Services include:

  • Installation of required equipment (router/CPE/ONT depending on service type)

  • A monthly or annual subscription depending on the plan

  • Unlimited usage

  • Access to customer support

  • Access to the online customer portal for billing and account management

3. Service Speeds

Speeds vary depending on:

  • Whether the service is fibre, wireless, or mobile-home broadband

  • The customer’s location

  • Local network conditions

  • Environmental and radio factors (wireless services)

  • Device type and Wi-Fi conditions

Fibre broadband:
Typical speeds reflect the selected package (e.g., 150 Mbps, 500 Mbps, 1 Gbps). Actual speeds depend on network load and internal home Wi-Fi conditions.

Residential wireless and business wireless:
Speeds vary by location, signal strength, and environmental factors. Expected speed ranges are explained at sign-up and confirmed at installation.

Mobile-home broadband:
Speed expectations are confirmed individually before installation.

If performance after installation does not match expectations, Carnsore Broadband will investigate and take reasonable steps to improve service.

Minimum speeds cannot be guaranteed due to factors outside our control.

4. Contract Term

  • Fibre broadband services include a 6-month minimum term, after which the contract continues on a rolling basis.

  • Residential wireless and business broadband operate on the minimum term described at sign-up (typically monthly rolling unless stated otherwise).

  • Mobile-home and holiday-home services are billed annually.

  • No pause/suspend option is provided.

  • Subscriptions renew automatically unless cancelled.

5. Cooling-Off Period

If you sign up remotely (phone/email/online), you have a 14-day cooling-off period.

If you request installation during this period, you agree that:

  • Installation may occur immediately, and

  • The cooling-off period ends once the service is installed and activated.

6. Price and Fees

Your package price and any installation fee are confirmed in writing before installation.
Prices are also visible within the customer portal.

There are:

  • No usage caps

  • No hidden fees

  • No equipment rental charges unless explicitly stated

7. Installation

Installation requirements differ by service:

  • Fibre broadband: Installation is completed by an Open Eir / NBI / partner engineer.

  • Wireless broadband: A receiver or antenna may be installed on the premises.

  • Business broadband: Equipment may vary depending on the agreed solution.

  • Mobile-home broadband: Router installed on-site; customer does not need to be present but access is required.

Payment is not taken until the service is installed and live.

8. Auto-Renewal

  • Mobile-home and holiday-home subscriptions renew annually.

  • Fibre, wireless, and business broadband renew according to their billing cycle (monthly or annually).

You may cancel at any time before renewal to prevent further charges.

9. Billing, Payments & Refunds

  • Fibre and wireless broadband are typically billed monthly.

  • Mobile-home and holiday-home broadband are billed annually.

  • Business broadband may be monthly or annually depending on agreement.

Invoices, payment history, and card details are available in the customer portal.

Refunds:
If you cancel during an active billing period, no partial refunds are provided.
Service remains active until the end of the paid period unless immediate disconnection is requested.

10. Cancellation

To cancel your service:

  1. Email accounts@carnsorebroadband.com

  2. Use the email address registered on your account

  3. Include:

    • Your name

    • Your service address

    • The date you want the service to stop

Your service will end:

  • Immediately, if requested, or

  • At the end of the paid period

11. Customer Portal

Access your account 24/7 at:
www.carnsorebroadband.com/accounts

Functions include:

  • Viewing invoices

  • Updating payment cards

  • Checking subscription details

  • Viewing billing periods

12. Using Your Router / Equipment

To maintain service quality:

  • Do not unplug or switch cables unless advised

  • Do not reset the router using buttons or pinholes

  • You may power the device off/on if needed

Resetting or altering equipment may require an engineer visit.

13. Faults & Support

Residential, business, and mobile-home support:
support@carnsorebroadband.com

Account and billing queries:
accounts@carnsorebroadband.com

Issues are investigated promptly and we will advise on any steps to improve performance.

14. Complaints Process

If you wish to raise a complaint:

  1. Email accounts@carnsorebroadband.com

  2. Use the email registered to your account

  3. Include:

    • Your name

    • Your address

    • Details of the issue

We will:

  • Acknowledge within 2 working days

  • Provide an update or resolution within 10 working days

15. Equipment

Equipment supplied (router, wireless receiver, fibre ONT, etc.) remains your responsibility while your service is active.

If immediate disconnection is requested, you must allow access for equipment removal if required.

16. Acceptance of Terms

By proceeding with installation or continuing service after renewal, you confirm you have read and understood this Carnsore Broadband Customer Document and agree to its terms.