Manage Pure Telecom

How to cancel pure telecom and avoid hidden termination charges

What pure telecom is and why you might want to leave

Pure Telecom is an Irish broadband and phone provider offering home and business connectivity across Ireland. The company competes on value, unlimited data allowances, and a mix of fibre and copper-based services, with marketing built around competitive monthly rates and promotional connection offers.

If you are thinking about cancelling your Pure Telecom service, you are not alone. Customers typically cite three reasons for leaving: service interruptions, slow installation timelines, or frustration with support responsiveness when problems persist. Others switch to capture better introductory pricing elsewhere or find they no longer need the service tier they signed up for. Whatever your reason, Stopee exists to help you navigate the cancellation process without falling into common traps.

Pure telecom's typical pricing and contract terms

Understanding what you are paying and what contract you signed is your first step toward a clean exit. Pure Telecom advertises tiered fibre plans with introductory pricing that changes after the first 6 to 12 months. Here is a snapshot of current advertised offerings:

Prices shown are promotional rates only. After the introductory period, monthly charges typically rise. Most contracts lock you in for 12 months, though some shorter-term promotions exist. Keep your contract email or document safe-you will need it to confirm your exact terms when you contact them to cancel.

Why cancellation disputes happen with pure telecom

Real customer feedback reveals a consistent pattern: billing confusion at cancellation. Customers often report thinking their service was cancelled, only to receive a final bill weeks later or be told termination charges apply. The root cause is usually timing-when you switch providers, the old and new services may overlap in billing cycles, triggering unexpected charges.

Other common friction points include slow confirmation of cancellation requests, difficulty reaching support, and unclear communication about what you owe at exit. This is exactly why Stopee has created this guide: to arm you with the facts and process steps before you call.

Your cancellation rights under irish consumer law

Irish consumer law gives you specific protections when cancelling a broadband contract, and you should know them before you negotiate with Pure Telecom.

The 14-day cooling-off period

If you signed up with Pure Telecom fewer than 14 days ago, you have an unconditional right to cancel without penalty. This cooling-off period applies whether you signed online, by phone, or in person. The clock starts from the date you conclude the contract or the service becomes active, whichever is later.

To exercise this right, you must notify Pure Telecom in writing. You can do this by email to care@puretelecom.ie or by post to their registered office address (detailed in the "Contact and cancellation address" section below). Include your account number and full name. Send the email or letter within 14 days. Keep a copy or take a screenshot of sent confirmation-you may need proof later.

Pro tip: If you are within the 14-day window, send your cooling-off notice by email and request a reply confirming receipt. This creates a clear record.

Cancellation rights after the cooling-off period

Once 14 days have passed, Pure Telecom can enforce your contract terms. If you are within your 12-month minimum commitment, you may be liable for early termination charges, typically ranging from €50 to €150 depending on how many months remain on your contract.

However, Irish consumer law (Consumer Rights Act 2022 and Electronic Communications (Access and Interconnection) Regulations 2011) requires that Pure Telecom behave fairly. This means they must:

• Provide you with clear, transparent information about termination costs before you sign.
• Allow you to cancel with 30 days' notice (in most cases) once the initial term ends, without penalty.
• Apply any early exit fees proportionally-you should not pay more than the genuine loss they would incur.

If Pure Telecom charges you an unreasonable early termination fee or refuses to provide a breakdown of the cost, you can escalate to the Commission for Communications Regulation (ComReg), Ireland's telecoms regulator. ComReg will investigate for free.

How to cancel pure telecom step by step

Follow this process carefully to ensure your cancellation is recorded and you receive confirmation.

Method 1: cancellation by email (fastest and most trackable)

1. Gather your Pure Telecom account details: your full name, account number (found on your bill or online portal), phone number on the account, and the service address.
   • Log into your Pure Telecom customer portal or find your most recent bill to locate this information.
2. Compose an email to care@puretelecom.ie with the subject line "Request to cancel account [your account number]."
   • Write clearly: "I request cancellation of my Pure Telecom service effective [insert desired date, typically 30 days from today]."
   • Include your full name, account number, phone number, and service address.
   • If you are within the 14-day cooling-off period, state that explicitly: "I am cancelling within 14 days of service activation and am exercising my cooling-off right."
   • If you are past 14 days and within your minimum contract term, ask for a breakdown of any early termination charges in your email.
3. Send the email and immediately take a screenshot of the sent message, showing the timestamp and recipient address.
4. Wait for a reply within 5 business days. Pure Telecom should confirm your cancellation date and any final charges.
   • If you do not hear back within 5 days, send a follow-up email marked "Follow-up-urgent" to the same address.
5. Once you receive written confirmation of cancellation, keep it safely. You will need it as proof if a bill arrives later or if you need to dispute a charge.

Warning: Do not rely on verbal cancellation over the phone alone. Pure Telecom may later claim they did not receive your request or misunderstood your intent. Email creates a clear record that holds up if you need to escalate to ComReg or your bank.

Method 2: cancellation by post (if you prefer formal notice)

1. Write a formal letter on plain paper including:
   • Your full name, account number, and service address.
   • A clear statement: "I request cancellation of my Pure Telecom service, effective [date 30 days from posting]."
   • If within 14 days: "I am exercising my cooling-off right under consumer law."
   • If past 14 days: "I understand termination charges may apply. Please provide a breakdown in your response."
   • Your contact email and phone number.
2. Post the letter via registered mail (An Post's "Special Delivery Guaranteed" service costs around €4 and gives you a tracking number) to Pure Telecom's registered office address (see "Contact and cancellation address" below).
3. Keep the registered mail receipt and tracking number. This is your proof of delivery if Pure Telecom later disputes receiving your request.
4. Allow 5 to 10 business days for Pure Telecom to acknowledge receipt and confirm the cancellation date.
   • If no reply arrives within 10 days, follow up by email to care@puretelecom.ie referencing your registered mail date and tracking number.

Pro tip: Registered post is slower than email but creates undeniable proof of delivery. Use it if you have already failed to get a response by email, or if you want maximum legal certainty.

Method 3: phone cancellation (if you need to speak to someone)

1. Call Pure Telecom's customer support line during business hours. Their contact number is listed on your bill or their website.
   • Have your account number, account holder name, and service address ready before calling.
2. Request cancellation and ask the agent to state your cancellation effective date clearly. Write down the date they confirm.
   • Ask for the agent's name and note the time and date of your call.
3. At the end of the call, ask the agent to email you a cancellation confirmation summary to your registered email address. This creates a written record immediately after the call.
   • If the agent refuses or says they cannot email confirmation, ask them to note in the system that you requested written confirmation by email and that you will follow up with an email of your own summarizing the call.
4. Send a follow-up email to care@puretelecom.ie within 2 hours of the call with the subject "Cancellation confirmation-call on [date], agent [name]."
   • Write: "This confirms our telephone conversation on [date/time] when I requested cancellation effective [date]. Agent [name] confirmed this date. Please reply to confirm receipt of this email and the cancellation."

Phone cancellation is convenient but risky on its own-calls can be misheard or misdocumented on Pure Telecom's end. Always follow up immediately by email to create a written trail.

What happens after you submit your cancellation

Waiting for confirmation can be stressful, especially if you are switching providers and have a tight deadline. Here is what to expect and how to stay on top of it.

Timeline and confirmation

Pure Telecom typically confirms cancellation within 5 to 10 business days of your request. Your confirmation email should state a specific cancellation date and any final charges owed. Once you have written confirmation, your cancellation is locked in.

Most broadband services require 30 days' notice. This means if you request cancellation on 1 January, your effective cancellation date will usually be 31 January. Some plans allow shorter notice; check your contract or ask Pure Telecom to confirm the notice period for your specific plan.

Your final bill and what to check

After your service stops, Pure Telecom will send a final bill within 2 to 4 weeks. Your final bill should include:

• Charges for service up to the cancellation date (prorated if you cancel mid-month).
• Any early termination fee (if applicable and if you are within your contract term).
• A credit if you have overpaid or prepaid into your account.
• Any outstanding equipment charges (if you did not return a router or modem as required).

Check your final bill carefully. Common errors include duplicate charges for the cancellation month or charges for dates after your service ended. If you spot an error, email care@puretelecom.ie immediately with a copy of your cancellation confirmation and request a correction.

Pro tip: If Pure Telecom charged you an early termination fee and you believe it is unreasonable, ask them in writing for a breakdown showing how they calculated it. Many providers cannot justify their fees under Irish law, and ComReg will investigate if you escalate.

Returning equipment

Pure Telecom typically provides a modem or router as part of your service. Your cancellation confirmation should state whether you need to return it and to where. Common requirements are:

• Return the device within 14 days of disconnection using a prepaid shipping label (usually included in your final correspondence).
• Do not return equipment without getting a return receipt or tracking number-you need proof you sent it back in case Pure Telecom later charges you for a lost device.

Take a photo of the equipment before packing it. If Pure Telecom claims it never arrived and charges you a replacement fee, you will have evidence that you returned it.

Potential refunds and what you are entitled to

Whether you receive a refund depends on your cancellation circumstances and timing.

Refunds within the 14-day cooling-off period

If you cancel within 14 days of contract conclusion or service activation, you have the right to a full refund of any upfront charges (connection fees, equipment costs, or prepaid credit). Pure Telecom must process this refund within 14 days of receiving your cancellation notice.

You are not liable for any service charges during the cooling-off period unless you explicitly agreed that Pure Telecom could begin providing service before the 14-day window closed. If they did begin service and you used it, Pure Telecom can charge you only for the period you actually used the service, prorated fairly.

Refunds after 14 days (early termination scenarios)

If you cancel after 14 days but within your minimum contract term (typically 12 months), you may owe an early termination charge. However, you are entitled to a refund if:

• You have prepaid monthly charges beyond your cancellation date. Pure Telecom must refund the unused portion.
• You have a credit balance in your account (e.g., from overpayment). Pure Telecom must refund this within 30 days.
• Pure Telecom breached their service commitment (e.g., consistently failed to meet the advertised download speed). You may be entitled to a partial refund or fee waiver under consumer law. Document any service failures with speed tests and timestamps, then contact ComReg if Pure Telecom refuses to negotiate.

Warning: Do not assume an early termination charge is fixed. Ask Pure Telecom to justify it. If the charge seems excessive compared to the months remaining on your contract, Stopee recommends writing to ComReg to report the unreasonable fee and request an investigation.

Common mistakes to avoid when cancelling

Cancellation missteps can cost you money or delay your exit. Knowing the pitfalls helps you sidestep them.

Mistake 1: cancelling verbally and assuming it is done

Verbal cancellations over the phone, through live chat, or in person often get lost. The agent may forget to log it, misunderstand your intent, or note the wrong date. You then receive a bill weeks later and waste time proving you asked to cancel. Always get written confirmation-by email or post-before you consider yourself cancelled.

Mistake 2: cancelling too late in the billing cycle

If you cancel on, say, 28 January, Pure Telecom will often charge you for the full month of January because they bill at the start of the month. Cancellation timing within a billing cycle can add an extra month of charges. Ask Pure Telecom when they process cancellations in their cycle and request a specific effective date that minimises overlap.

Mistake 3: switching providers before confirming your cancellation with pure telecom

If your new provider activates service before Pure Telecom confirms cancellation, you may be charged by both for the same period. Coordinate carefully: ask Pure Telecom for a specific disconnect date, then schedule your new provider to start 1 day after that date. Never assume the new provider's start date will align with the old provider's end date.

Mistake 4: not returning equipment and ignoring the bill for it

Pure Telecom often charges €40-€100 to replace unreturned equipment. If you ignore this charge on your final bill, it will escalate to a debt collector and damage your credit rating. Return equipment promptly and get proof of return. If Pure Telecom charges you anyway, dispute it immediately with proof of return.

Mistake 5: forgetting to cancel add-ons or linked services

If you have a Pure Telecom landline, mobile, or premium support add-on bundled with your broadband, cancelling broadband alone may not cancel these. They may continue to charge you separately. Explicitly confirm with Pure Telecom that all linked services terminate on the same date as your broadband.

Before you cancel: is it worth staying?

Cancellation may not always be your best move. Consider these questions before you commit.

When cancellation makes sense

You should cancel if:

• You are within 14 days of signing up and dissatisfied-use your cooling-off right before you are locked in.
• Your service quality has degraded (speeds consistently miss advertised minimums, frequent outages) and Pure Telecom refuses to resolve it after 30 days of complaints.
• You found a significantly cheaper plan elsewhere and the early termination fee is lower than your savings over the remaining contract period.
• You are moving to an area where Pure Telecom does not provide service.
• You no longer need broadband or phone service.

When you might negotiate instead of cancel

If you are past the 14-day window but unhappy, try negotiating before you cancel. Call Pure Telecom and ask:

• "Can you waive or reduce the early termination fee?" (Many providers will for loyal customers or if you cite service failures.)
• "Can you match the price of a competing offer?" (Price-match requests often succeed.)
• "Can you escalate my service issue to a senior technician?" (Many problems resolve with priority support.)

Often, Pure Telecom will discount your fee or improve service rather than lose you. Stopee has seen customers save €50-€200 through negotiation alone.

Comparing pure telecom to other irish broadband providers

If you are cancelling to switch, here is how Pure Telecom stacks up against the main alternatives.

All major providers offer similar contract terms and speed ranges. Your decision should hinge on current promotional pricing (which changes monthly), service availability in your area, and customer service reputation. Check recent reviews on Trustpilot or community forums before switching to avoid jumping from one problem to another.

Cancellation checklist

Use this checklist to ensure you do not miss any step:

• Confirm your account number and contract end date from your bill or online portal.
• Check whether you are within 14 days of service activation (cooling-off period applies).
• Gather your full name, phone number, and service address.
• Compose and send cancellation email to care@puretelecom.ie or post a formal letter via registered mail.
• Take a screenshot (email) or keep the receipt (post) as proof of your request.
• Wait for written confirmation of your cancellation date within 5-10 business days.
• Ask Pure Telecom for a breakdown of any early termination charges in writing.
• Confirm the date you must return equipment and how to return it.
• Coordinate with your new provider to ensure their start date is after Pure Telecom's disconnect date.
• Return equipment with proof of return (tracking number or receipt).
• Monitor your final bill for errors and dispute any unreasonable charges within 30 days.
• Keep all cancellation confirmation emails and receipts for at least 12 months.

Contact and cancellation address

To cancel Pure Telecom, use one of these contact methods:

Email: care@puretelecom.ie

Postal address: Pure Telecom, Unit 1, Smithfield Business Park, Dublin 7, D07 V6P7, Ireland

Telephone: Check your bill or the Pure Telecom website for the current customer support number, as it may change.

For disputes over cancellation fees or service quality, escalate to ComReg (Commission for Communications Regulation), Ireland's telecoms regulator, at www.comreg.ie or by post to ComReg, Loughlinstown, Dublin 18.

Stopee exists to make cancellation transparent and fair. Whether you are exercising your cooling-off right or exiting a long-term contract, this guide gives you the facts and process you need to cancel Pure Telecom without hidden charges or delays. Stopee has helped thousands of Irish consumers cancel broadband, phone, and streaming services by following exactly these steps. Use this guide as your roadmap, document every step, and you will exit cleanly. If Pure Telecom resists or you suspect unfair charges, Stopee recommends escalating to ComReg-that is what they are there for. Your right to cancel is protected by Irish law, and now you know how to exercise it.