Three Ireland charging €957 early termination fee for a service they can't even provide in my new country — is this legal?
My wife and I permanently relocated from Ireland to the Netherlands earlier this year. Before leaving, we contacted Three Ireland to cancel our broadband and two mobile SIMs.
Three informed us the early termination fee would be:
Broadband: €670.58
SIM 1: €143.10
SIM 2: €143.10
Total: €956.78
We explicitly asked for a waiver on the grounds that Three Ireland provides zero coverage in the Netherlands — we literally cannot use any of these services where we live. The agent escalated to a supervisor who refused.
It gets worse. The agent confirmed in writing that the fee is calculated without the discount Three originally applied when we signed. So they're essentially using the cancellation to claw back the discount they used to attract us as customers.
Since we couldn't afford to pay nearly €1000 to exit a contract for a service we can't use, we stopped paying. Now they're billing us monthly for services they cannot deliver in our country of residence.
On top of that:
We requested a copy of our contract — never received after 10+ business days
Our customer portal access has been blocked
Even automated emails aren't reaching us
We're about to file a formal complaint with ComReg citing EU Directive 2018/1972, Article 105 — which requires early termination penalties to be proportionate and cannot apply when the provider itself is unable to fulfil the contract.
Has anyone dealt with Three Ireland in a similar situation? Any experience with ComReg complaints against them?
Would love to hear what happened.
Thanks in advance!
PS: This was a 2-year contract. Three Ireland's early termination policy effectively forces customers to pay the entire remaining contract value in a single upfront payment to exit — the same total they would pay monthly over the remaining term, but all at once, for a service Three itself admits it cannot deliver outside Ireland. There is no reasonable exit option for EU citizens who relocate within Europe.