Ask for the details of your exact order
| Topic | What to ask |
|---|---|
| Monthly price | What is the normal price, what will I pay during a promotion, which bills are discounted, and is VAT included? |
| Address and service | What address is approved, and what should I do if I need to move? |
| Commitment | When does the minimum term begin and end, and what would ordinary early exit cost? |
| Router | Is it included, optional, or supplied under a separate device arrangement? Is there an amount left to pay if I end early? |
| Service mismatch and returns | Which reporting deadline applies to this plan and router choice? What has to be returned, and how do I get proof? |
A router advertised at no extra monthly cost does not settle every question about what happens on early exit. Ask for a written breakdown of the service charge and any equipment balance for your offer. TDRA’s consumer regulations have a specific rule for devices advertised and supplied as free under covered bundles. If you see a charge for a router you were told was free, ask e& to explain its calculation. Published e& Home Wireless terms and promotional variants can differ; use the terms associated with your order.
If the service does not work as agreed
Report it promptly through e& and keep the date and reference. The conditional penalty-free cancellation process is different from ordinary early termination. Ask about the applicable window, whether e& can fix the issue, and any equipment return requirement. Keep the router box, adapter, accessories and paperwork while checking the service, and obtain a record if the operator collects equipment.