Delivering premier customer service to you is our number one priority so if we fail to meet your expectations at any time please let us know and we will work with you to resolve your query as quickly as possible.
If you should have a complaint – How to register it
If you have any issue or complaint about an Aptus Broadband product or service your first point of call should be with our Customer Care Team. In order to deal with your complaint effectively, we shall need to collect the following information:
Contacting Us
You can contact us:
How we handle and record your complaint
Once Aptus Broadband has received your complaint, you will receive confirmation from us along with a unique reference number. Please be sure to use this unique reference number in all future queries concerning your complaint to help us to assist you efficiently. We will record your unique number on our system for tracking purposes and we will reference it in any communication with you in relation to your complaint. In addition, we will record all the information you provide us in making your complaint along with the following:
Resolving your complaint
Aptus is committed to resolving all complaints we receive whenever possible. We will acknowledge your complaint within 2 working days of receipt, confirm that we have recorded it and give you your unique reference number, tell you the next steps in the process and a timeframe within which we will next be in contact. Our Customer Care Team will also direct you to this Code of Practice which is available online.
Aptus will keep you regularly updated on how your complaint is progressing until the process reaches its conclusion. Our Customer Care Team will endeavour to resolve your complaint within 10 working days. If, however, we are unable to resolve your complaint within this timeframe we will contact you to let you know the reason for the delay and the steps we are taking to try to reach a resolution of your complaint.
Refunds
Once the investigation of your complaint is complete, you may be eligible for a refund. The refund will typically be applied as a credit on your account. Eligibility for refunds will be considered on a case by case basis.
Escalation
The Aptus Customer Care Team works hard to deal with any complaints or queries as efficiently and effectively as possible. If you feel that your compliant is not receiving sufficient attention you may request your complaint or query to be escalated to a Customer Care Team leader. If no such person is immediately available they may call you back at a time that best suits you. This person will discuss the complaint or query with you and help expedite your issue as soon as possible. If you still feel that your complaint or query is still not being addressed properly you may escalate your case to a Senior Manager for their review and assistance. If you are unhappy with the manner in which your complaint has been addressed then you may refer your case to our regulator Comreg whose contact details we provide below.
Your Rights
Should you wish to receive independent advice about your complaint the following independent bodies are available to assist you:
ComReg – Commission for Communications Regulation
One Dockland Central
Guild Street, Dublin 1
D01 E4X0
Tel: 018049668
E-mail: consumerline@comreg.ie
Advertising Standards Authority
7 Herbert Street, Dublin 2
D02 K838
Tel: 01 6137040
E-mail: info@asai.ie
Inappropriate/Illegal/Unacceptable Internet Content
Aptus Broadband is a member of the Internet Service Providers Association of Ireland (“ISPAI”) which maintains Hotline.ie which is a service that provides an anonymous facility for Internet Users to report suspected illegal content in a secure and confidential way, particularly Child Sexual Abuse Material, accidentally encountered Online. If you encounter such material, please report this direct to Hotline.ie.
Irish Internet Reporting – Decisive Action. International Reach.
Hotline.ie is run and funded by the ISPAI whose members are determined to take measures to counter the use of their Internet facilities for such illegal purposes. It is also co-financed by the European Union’s Connecting Europe Facility.
The Hotline works in collaboration with An Garda Síochána and it is overseen by the Department of Justice and Equality (Office for Internet Safety).
To ensure international reach, ISPAI is a founding member of INHOPE – the International Network of Internet Hotlines.
Navigation
Customer Information
Navigation
Customer Information
Cookie | Duration | Description |
---|---|---|
cookielawinfo-checkbox-advertisement | 1 year | Set by the GDPR Cookie Consent plugin, this cookie is used to record the user consent for the cookies in the "Advertisement" category . |
cookielawinfo-checkbox-analytics | 11 months | This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics". |
cookielawinfo-checkbox-functional | 11 months | The cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional". |
cookielawinfo-checkbox-necessary | 11 months | This cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary". |
cookielawinfo-checkbox-others | 11 months | This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other. |
cookielawinfo-checkbox-performance | 11 months | This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance". |
CookieLawInfoConsent | 1 year | Records the default button state of the corresponding category & the status of CCPA. It works only in coordination with the primary cookie. |
elementor | never | This cookie is used by the website's WordPress theme. It allows the website owner to implement or change the website's content in real-time. |
viewed_cookie_policy | 11 months | The cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data. |
Cookie | Duration | Description |
---|---|---|
_ga | 2 years | The _ga cookie, installed by Google Analytics, calculates visitor, session and campaign data and also keeps track of site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognize unique visitors. |
_ga_XSZTVZW3QY | 2 years | This cookie is installed by Google Analytics. |
_gat_UA-133650638-1 | 1 minute | A variation of the _gat cookie set by Google Analytics and Google Tag Manager to allow website owners to track visitor behaviour and measure site performance. The pattern element in the name contains the unique identity number of the account or website it relates to. |
_gcl_au | 3 months | Provided by Google Tag Manager to experiment advertisement efficiency of websites using their services. |
_gid | 1 day | Installed by Google Analytics, _gid cookie stores information on how visitors use a website, while also creating an analytics report of the website's performance. Some of the data that are collected include the number of visitors, their source, and the pages they visit anonymously. |
CONSENT | 2 years | YouTube sets this cookie via embedded youtube-videos and registers anonymous statistical data. |
last_pys_landing_page | 7 days | PixelYourSite plugin sets this cookie to manage the analytical services. |
last_pysTrafficSource | 7 days | PixelYourSite plugin sets this cookie to manage the analytical services. |
pys_first_visit | 7 days | PixelYourSite plugin sets this cookie to manage the analytical services. |
pys_landing_page | 7 days | PixelYourSite plugin sets this cookie to manage analytic services. |
pys_session_limit | 1 hour | PixelYourSite plugin sets this cookie to manage the analytical services. |
pys_start_session | session | PixelYourSite plugin sets this cookie to manage the analytical services. |
pysTrafficSource | 7 days | PixelYourSite plugin sets this cookie to manage the analytical services. |
Cookie | Duration | Description |
---|---|---|
_fbp | 3 months | This cookie is set by Facebook to display advertisements when either on Facebook or on a digital platform powered by Facebook advertising, after visiting the website. |
test_cookie | 15 minutes | The test_cookie is set by doubleclick.net and is used to determine if the user's browser supports cookies. |
VISITOR_INFO1_LIVE | 5 months 27 days | A cookie set by YouTube to measure bandwidth that determines whether the user gets the new or old player interface. |
YSC | session | YSC cookie is set by Youtube and is used to track the views of embedded videos on Youtube pages. |
yt-remote-connected-devices | never | YouTube sets this cookie to store the video preferences of the user using embedded YouTube video. |
yt-remote-device-id | never | YouTube sets this cookie to store the video preferences of the user using embedded YouTube video. |
Cookie | Duration | Description |
---|---|---|
DEVICE_INFO | 5 months 27 days | No description |