This is where you’ll find information about your terms & conditions, pricing, how we protect your privacy, what you can and can’t do with superfast broadband from Imagine, and how we handle customer accounts.
General Terms and Conditions effective from 30th October 2025.
Terms & Conditions Imagine Fixed Wireless Broadband Terms & Conditions - effective from 4th August 2023.
Terms & Conditions All customers sign ups from 8th August 2022.
Terms & Conditions Imagine Fibre & 5G Broadband Terms & Conditions - effective from 3rd April 2024.
Product & Pricing Fixed Wireless Broadband Product & Pricing Guide effective from 1st March 2024.
Product & Pricing guide effective from 4th August 2023.
Product & Pricing Guide Fibre Broadband Effective 30th October 2025.
Product & Pricing Fibre Broadband Product & Pricing Guide effective from 1st June 2024.
Product & Pricing Guide 5G Broadband Effective 30th October 2025.
Product & Pricing 5G Broadband Product & Pricing Guide effective from 1st August 2025.
Product & Pricing 5G Broadband Product & Pricing Guide effective from 3rd April 2025.
This Privacy Policy was last updated November 14th 2023.
Imagine we recognise the importance of your privacy and are committed to protecting it and minimising the information we collect about you, limiting what we use it for and keeping it for no longer than required. With this in mind, we’ve developed this policy so you can clearly understand what information we collect about you and how we use it, share it and your rights to that data.
We take the protection of your data seriously and apply appropriate security measures to keep your data safe and secure and that we handle and process it in accordance with the current data protection legislation and European general data protection regulations, including the Irish Data Protection Acts 1988 to 2018 and the General Data Protection Regulation (Regulation (EU) 2016/679).
We collect information in a few different ways. When you give it to us, give us permission to obtain it or have given permission to other companies to share it with us.
When you enquire about our service through our website, call-centre or speaking to us directly you give us certain information voluntarily. This includes your name, email address, phone number, Eircode and any other information you give us. When you enquire about our service through other companies and have given them permission to share your data with us. This includes your name, email address, phone number, address, Eircode and any other information you provide. When you sign up for our service, we collect customer information such as name, address, Eircode, email address, phone number(s), usernames and passwords, birthdates, payment information, details of the product and service you bought, your contract type and your marketing contact preference.
If you choose to provide your health data for accessibility purposes, we may use this to provide you with assistance and support on your account, where you have provided such consent.
When we provide you with your service and connect you to our network we associate technical information to your account such as the IP address, Mac address and IMEI/SIM Number and location data of the equipment we provided you which uniquely identifies you. Whenever you use our service, certain information gets created and automatically logged such as location data, traffic data, call traffic data and other diagnostic and usage data. We use this data to let you access our network and use the service, calculate billing, traffic management, performance management, fraud investigation, network troubleshooting and to meet legal or regulatory obligations.
Devices, applications, and websites you use have their own privacy policies and settings for you to manage how information is collected. Due to the nature of the internet, any communications over it can pose a security risk. You should take appropriate measures to ensure the devices you use and any communications you send, have the proper level of security and encryption. Your device and communication security and encryption are your responsibility.
When using our websites or applications, we may collect certain information about your device, including where available your IP address, operating system, and browser type, to gather statistical information on how you browse our websites, analyse trends, administer the site, and gather broad demographic information for aggregate use. The information does not usually directly identify you, but it can give you a more personalised web experience.
We use Analytics tools like Google Analytics to analyse use of our websites, applications and emails we send to you.
To do this Imagine and Google Analytics use Cookies and Web Beacons.
Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the website and the services we are able to offer.
Cookies are small text files, containing a unique identification number, that are stored on your device when you visit any website. They allow us and Google Analytics to remember you and how you’ve used the site. Cookies are used in order to make websites work more efficiently and provide information. They can give you a more personalised web experience by identifying you when you return to a website and show if you have visited a site previously and what pages you visited. Our cookies and any third party cookies do not extract any information off your device. They do not hold or track your personal information or provide us with any way to contact you with the exception of the LiveChat cookie which is only enabled when you choose to interact with us through our LiveChat service on imagine.ie.
Web beacons are small image files that may be placed on web pages and within web-based emails that we send. They accurately count the number of unique users who have visited a specific page on the site and the number of times those pages are displayed. We may also use web beacons to let us know how many people opened a web-based email. They are also used to facilitate the transfer of data from our website to the Google Analytics website.
Information is generally collected in aggregate form and we will not associate any information gathered from cookies on our websites or applications with any personally identifying information from any other source.
When you access our sites or applications for the first time or after a cookie has expired, you will be asked to set your preferences for the use of cookies, except strictly necessary cookies, on those sites and applications. After that you can change your cookie preferences at any time by clicking on the ‘Cookie Settings’ button in the footer. You can then adjust the available sliders to ‘Active’ or ‘Inactive’, and then click ‘Confirm My Choices’. You may need to refresh your page for your settings to take effect.
Alternatively, most web browsers allow some control of most cookies through the browser settings. Generally, your browser will offer you the choice to accept, refuse or delete cookies at all times. If you choose to refuse cookies, you may still use our sites or applications, but you may be limited from accessing certain areas or services. Some of our business partners may also use cookies on our sites or applications. You can find out more about cookies at www.allaboutcookies.org which shows you how to see what cookies have been set on your browser and how you can manage them.
For more details on what information we collect when you use our websites or applications and how to choose your cookie preferences see our Cookie Policy.
We record information when you interact with us about your service such as:
What we do with the information we collect:
The main purpose we collect and use your information is to provide you with our product and services in accordance with our contract with you and manage your relationship with us. We also use it for legitimate business reasons or to comply with a legal or regulatory obligation.
We use the information we collect:
We share your information with trusted third parties for a number of reasons, including:
With other companies within the Imagine Group.
For the performance and delivery of our products and services with companies who work on our behalf and based on our instructions. For example, communications, customer satisfaction or experience surveys, engineering services, billing, payment processing, cloud services, equipment vendors. In which case we will require those parties to ensure that information is kept confidentially, securely and the use is limited to the purpose for which it was provided.
If you take advantage of promotions, competitions, and rewards when you purchase our products and services, or for another reason, we may share your contact details with our promotional, competition and rewards partners to fulfil these.
With advertising or marketing partners so that we can run advertising campaigns and conduct market research and analysis. This may include social media sites such as Facebook, Instagram, Twitter and Google Ads. Any information provided to these third parties will be pseudonymised by hashing so that your information cannot be directly identified.
We keep your information only so long as we need it to provide services to you and for the purposes described in this policy. When we no longer need to use your information and there is no need for us to keep it to comply with our legal or regulatory obligations we’ll either remove it from our systems or anonymise it so that we can’t identify you.
At Imagine securing your data is important to us, which is why we take appropriate security measures, protocols, and processes to secure and protect the confidentiality, integrity, and availability of your information. We always aim to protect your personal information against unauthorised access, use or disclosure, using security technologies, procedures, and limited access control.
You have rights in relation to the personal information that we hold about you:
As we use your information to provide you with your services and for the performance of our contract with you, if you object to processing information or make requests for restriction/erasure these may affect our ability to provide you with the service requested.
You can exercise any of your rights by contacting our Data Protection Officer at the details below. You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is in our reasonable opinion, unfounded, repetitive, or excessive. Alternatively, we could refuse to comply with your request in these circumstances.
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
You can manage your contact preferences and decide how you would like us to keep you updated about our products, services and exclusive promotions via post, telephone, text, or email at any time via your My Imagine online customer portal.
Provided you agree to receive marketing information from us by the method you have chosen, we will continue to send you information about our products, services, and exclusive promotions until you contact us to opt out of receiving the marketing or change the method in which you receive the information.
We don’t share your information with third parties for marketing purposes, unless you have given us consent to do so. We’ll only send you information that’s relevant to our services. If at any time you no longer want to hear from us simply update your contact preferences on your My Imagine customer portal or just click unsubscribe at the bottom of any email or text message we send you.
To provide you with your service and manage your account with us we will always send you communications about your account, billing, usage, or important service updates, using your contact information or through a service notification.
We may update this policy from time to time. When we do, we will post the current version on our website and, where appropriate, notify you using your contact email. We encourage you to periodically review this policy so that you will be aware of how we use your information.
If you have any questions about this Privacy Policy or you wish to request access to your information that we hold then you can contact our Data Protection Officer at dataprotection@imagine.ie or write to us at Imagine Networks Services Limited, Data Protection, Sandyford Business Centre, Blackthorn Road, Dublin 18.
Version.R6-Nov-2023
Acceptable Use Policy valid as of 1st June 2024.
This Acceptable Use Policy (“AUP”) sets out how the Service(s) (which include any voice or broadband services that you have ordered or use) provided by Imagine may be used and any restrictions on the use of the Service(s). Imagine may revise this Acceptable Use Policy (“AUP”) from time to time and the latest version of this document will always be on the Imagine web site at www.imagine.ie.
Accordingly, you should consult this document regularly to ensure that your activities conform to the most recent version. Questions regarding this AUP and complaints of violations of this AUP can be directed to support@imagine.ie This AUP forms an integral part of the Terms and Conditions of the Service(s).
One important aspect of the Internet is that no one party owns or controls it. This fact accounts for much of the Internet’s openness and value, but it also places a high premium on the judgment and responsibility of those who use the Internet both in the information they acquire and in the information, they disseminate to others.
When you obtain information through the Internet, you must keep in mind that Imagine cannot monitor, verify, warrant, or vouch for the accuracy and quality of the information that customers acquire. For this reason, you must exercise your best judgment in relying on information obtained from the Internet, and also should be aware that some material posted to the Internet can be sexually explicit or otherwise offensive. Because Imagine cannot monitor or censor the Internet, and will not attempt to do so, Imagine cannot accept and excludes any responsibility for injury, loss or damage howsoever arising to you that results from inaccurate, unsuitable, offensive, or illegal Internet communications or in any way connected to the Services.
When you disseminate information through the Internet, you also must keep in mind that Imagine does not review, edit, censor or take responsibility for any information you create. When you place information on the Internet, you have the same liability as other authors for copyright infringement, defamation and other harmful speech. Also, because the information you create is carried over Imagine’s network and may reach a large number of people, including both customers and non-customers of Imagine, your postings to the Internet may affect other customers and may harm Imagine’s goodwill, business reputation, or operations. For these reasons, you violate Imagine policy and the service agreement if you, your customers, affiliates, or subsidiaries engage in the following prohibited activities:
Sending unsolicited, bulk or commercial messages over the Internet is prohibited. It is not only harmful because of its negative impact on customers’ attitudes toward Imagine, but also Imagine specifically requires that, unless expressly approved by Imagine in writing customers will not use the Service to send the same or substantially similar unsolicited message to 10 or more recipients or 10 or more usenet or similar groups in a single week; customers will not use any Internet services not provided by Imagine to send more than 10 unsolicited messages to individuals or newsgroups in one week to advertise a web site, email address or other service provided to you by Imagine; customers will not maintain an open SMTP relay or similar service.
Intellectual Property Violations Engaging in any activity that infringes or misappropriates the intellectual property rights of others, including copyrights, trademarks, service marks, trade secrets, software piracy, and patents held by individuals, corporations, or other entities is prohibited. Engaging in activity that violates privacy, publicity, or other personal rights of others is also prohibited. For the avoidance of doubt, you should assume that all material which is published on the Internet is not available to copy unless otherwise explicitly stated by the copyright owner. In the event of a dispute as to whether materials posted, transmitted, re-transmitted or stored by a customer are in contravention of this section, the decision of Imagine shall be final.
Using Imagine’s network to transmit, store, or otherwise make available child pornography, material which may be harmful to minors or obscene speech or material is prohibited. Imagine is required by law to notify law enforcement agencies when it becomes aware of the presence of child pornography on or being transmitted through Imagine’s network.
Using Imagine’s network as a means to transmit or post defamatory, harassing, abusive, or threatening language is prohibited.
You may not forge any part of the header of any electronic transmission originating within or passing through the Imagine network.
Accessing illegally or without authorisation computers, accounts, or networks belonging to another party or attempting to penetrate security measures of another individual’s system (often known as “hacking or cracking”) is prohibited. Also, any activity that might be used as a precursor to an attempted system penetration (i.e. port scan, stealth scan, or other information gathering activity) is prohibited.
Distributing information regarding the creation of and sending Internet viruses, worms, Trojan horses, pinging, flooding, mail bombing, or denial of service attacks is prohibited. Also, prohibited are activities that disrupt the use of or interfere with the ability of others to effectively use the network or any connected network, system, service, or equipment as well as facilitating a violation of this AUP, advertising, transmitting, or otherwise making available any software, program, product or service that is designed to violate this AUP.
Engaging in activities that are determined to be illegal or have any fraudulent purpose or affect or involves impersonation of another person, including advertising or making available ponzi schemes, pyramid schemes, fraudulently charging credit cards, and pirating software.
Engaging in activities, whether lawful or unlawful, that Imagine determines to be harmful to its customers, operations, reputation, goodwill, or customer relations.
You (and members of your household in the case of a Domestic Access account) are the only Authorised Users of the Service(s). You must not permit anyone else to use your Account and you may not disclose any security information such as your password to anyone. You are solely responsible for ensuring the confidentiality of all such security information. You are liable for all charges incurred with the use of your account. However, you will not be held liable if you advise Imagine within 4 hours of discovering unauthorised use of your account, provided said use is not due to the failure of an authorised user to exercise reasonable care over the confidentiality of security information.
At no time may you use the same account to access the service multiple times.
The fair usage limit for data usage on the Broadband Service in any one month is dependent on the pecific product you have from Imagine. The AUP Upper Limit for your product is set out in the Imagine Product & Pricing Guide. This limit is not to be exceeded. As your usage approaches or exceeds the fair usage limit, we will notify you by phone, text or email to advise you that you are approaching or have exceeded the fair usage limit and request that you modify your usage behaviour. If you exceed your monthly data allowance your speed will be reduced to 5Mbps until the start of the next calendar month. If you subsequently exceed the fair usage limit Imagine reserves the right to suspend or terminate your Service(s).
The AUP Upper Limit that applies to your account may be permanently or temporarily increased (or decreased) if you alter the product for which you are subscribed or if you subscribe for an ‘Add On’ to your existing package. Please see the Product and Pricing Guide for the specific details of how such changes will apply.
The Network is designed to deliver a rich, superfast, low-latency broadband experience to both home and small business Customers. It is both our intention and priority to ensure that all Customers on our network receive a fair and consistent uninterrupted experience while accessing the internet. We encourage the use of the service for all everyday activities such as gaming, streaming, catch-up, video chat, multi-screen and multi device browsing and many other internet related activities.
We also recognise that there are a limited number of customers that will attempt to disproportionately use the service which in turn may have an adverse effect on the majority of Customers. To ensure that all Customers on our network receive a fair and consistent uninterrupted experience whilst accessing the internet, Imagine reserves the right to apply restrictions on any Customer whose behaviour is deemed to be affecting the overall user experience of other Customers on the network. Such behaviour includes, but is not limited to, instances of running excessive concurrent internet sessions or regularly accessing excessive bandwidth intensive Peer-to-Peer applications, video streams, website hosting and large file downloads. Customer’s whom we deem to be disproportionately using the service will be deprioritised which may reduce the download speed achievable at peak times.
This reduced priority does not limit usage of the service or restrict the amount of data that can be consumed over time but is necessary to ensure fair and balanced access to network resources among all Customers and to ensure that excessive use of the service by certain Customers does not disproportionately impact the service available to others. If we notice continual, disproportionate or abnormal usage patterns we reserve the right to terminate the provision of your Service(s).
Imagine is committed to providing high-quality services to all our customers. To ensure fair and equitable access to our network, we have established a Fair Usage Policy that applies to:
We reserve the right to amend the terms of this Fair Usage Policy as necessary.
Imagine Broadband Fibre may enforce the Fair Usage Policy if:
Unreasonable use of Imagine Broadband Fibre Services is defined as any use that is considered by Imagine Broadband Fibre to be fraudulent or that negatively impacts the Imagine Broadband Fibre network or other customers’ use of or access to Imagine Broadband Fibre Services.
Unreasonable use of a Fair Use Promotion is defined as any participation that is considered by Imagine Broadband Fibre to be fraudulent or that negatively impacts the Imagine Broadband Fibre network or other customers’ use of or access to Imagine Broadband Fibre Services.
Examples of “Unreasonable use” include but are not limited to enabling others to access or use Imagine Broadband Fibre Services, instances of running excessive concurrent internet sessions or regularly accessing excessive bandwidth intensive Peer-to-Peer applications, video streams, website hosting and large file downloads or taking undue advantage of a Fair Use Promotion.
Imagine Broadband Fibre reserves the right to take necessary measures to ensure compliance with this Fair Usage Policy, which may include monitoring usage patterns, applying network management practices, or suspending or terminating services in cases of excessive or fraudulent use.
We are committed to maintaining a fair and reliable service for all of our customers and appreciate your understanding and cooperation in adhering to this Fair Usage Policy.
A fair use policy applies to all call packs and these are intended for normal use. If you make excessive use of your call packs your service may be restricted, or you may be asked to subscribe to an alternative service package. Imagine, in its sole discretion, will define what constitutes excessive use of the service from time to time. Imagine may at its absolute discretion withdraw any call packs from any Customer whose use of the service, in the sole opinion of Imagine, either risks degradation of service levels to other customers, puts Imagine’s Network at risk or where the usage of the Services is inconsistent with normal residential usage.
We do not sell customers data, or any of our customer’s information, to outside parties. We are dedicated to preserving the privacy of our customers. In accordance with the applicable data protection legislation, any of your personal information or data obtained by Imagine through an application for or the use of the Service(s) may be accessed and used by Imagine or its Affiliates for the purposes to provide to you and manage for you the Service(s), for legitimate business purposes or to comply with a legal or regulatory obligation in accordance with your Agreement with us and as set out in the Privacy Policy. Further information on how Imagine obtains, holds and uses such Customer information or data is available online in our Privacy Policy which forms part of this Agreement.
Imagine will not disclose customers personal and account information unless we have reason to believe that disclosing such information is necessary to identify, make contact with, or bring legal action against someone who may be causing harm or interfering with the rights or property of Imagine, our customers, or others or where we have a good faith belief that the law requires such disclosure.
Imagine routinely collects information such as traffic patterns, aggregate data regarding general usage patterns and other network information. This anonymised information may be shared with vendors and other reputable third parties. The information shared never contains any identifiable personal information of Imagine customers. For example, we might share statistics on how many customers accessed a specific web site, how that traffic was routed within our network and what level of traffic was involved but we will not specifically disclose who accessed the site. In general, we gather this aggregate data in order to monitor the traffic patterns and performance of our network.
Imagine do not routinely monitor the content of customer traffic and also will not, except for reasons stated below, disclose to third parties the contents of any electronic mail or other electronic communications that we store or transmit for our customers. The circumstances under which Imagine will disclose such electronic customer communications are when:
Imagine disclaims any intention to censor, edit or engage in ongoing review or surveillance of communications stored on or transmitted through our facilities by customers or others. Imagine will, however, review, delete or block access to communications that may harm Imagine, our customers or third parties. The grounds on which we may take such action include, but are not limited to, actual or potential violations of Imagine’s Acceptable Use Policy.
By using the Service, you agree to adhere to the terms of this Acceptable Use Policy. Imagine retains the right, but is not obliged, to strictly enforce this policy through any means Imagine sees fit including through active investigation, litigation and prosecution. Imagine may also access and disclose any information (including transactional information) related to your access and use of the Service(s) for any lawful reason, including but not limited to compliance with legal or statutory obligations in line with our Privacy Policy. If Imagine determines in its sole discretion that your conduct violates the terms of this Acceptable Use Policy, Imagine may, without incurring liability to anyone, suspend, restrict, terminate, or take any other appropriate action with regard to your Service(s) without any obligation to refund fees paid and Imagine reserves the right to take such actions without notice to you.
When we consider that a breach of this Acceptable Use Policy has occurred, we may take such actions as we deem appropriate.
Failure to comply with this Acceptable Use Policy constitutes a material breach of the terms of use upon which you are permitted to use the Service(s) and may result in our taking all or any of the following actions:
We exclude our liability for all action we may take in response to breaches of this Acceptable Use Policy. The actions we may take are not limited to those described above and we may take any other action we reasonably deem appropriate.
Despite our best efforts from time-to-time things can go wrong. In the unlikely event that the level of service does not meet your expectations, it is important we hear from you. Contacting us gives us the opportunity to correct any shortcomings, but more importantly helps us learn and improve the levels of service we provide to all our customers.
If you have a complaint, there are a number of different ways you can contact us.
“Telephone” Our dedicated Customer Service Team are available on 1800 938 100, Monday to Friday 9am to 6pm. When we talk to you, the agent will give you their name and your ticket number and will acknowledge your complaint on the phone. We do our best to resolve your complaint on the spot, and to your satisfaction. Of course, sometimes we won’t be able to do this, and if this is the case, we’ll let you know how long we expect it to take, to have your issue resolved.
“In writing” If you prefer, you can write to us, or email us on the contact details below. Please make sure that you include your account number, name and your address to help us locate your account and resolve your query as quickly as possible. When we receive this, we will attempt to contact you within 24 hours (Monday-Friday) to try to resolve the issue. If we can’t resolve it there and then, the agent will give you their name and your ticket number and will give you an expected time frame to have your query resolved.
“Letter” Escalations team | Imagine, 6th Floor Block 4, Dundrum Town Centre, Sandyford Road, Dundrum, Dublin 16, D16 A4W6.
“Email” Our email address is complaints@imagine.ie.
Below are a list of complaint categories and time frames. If we can’t resolve your query there and then, these are the guideline times for resolution.
Occasionally more complicated issues may take longer to resolve than the time frames above. If this is the case, we will let you know how long we expect it to take and we will update you regularly on the progress. We will let you know when each issue is resolved and will keep records of your complaint for at least one year.
Our dedicated Customer Care Team are in place to deal with any of your queries but if you are not happy with the Customer Care Executive or the way in which they handle your complaint you can ask to have the matter escalated to their manager. The manager will discuss the issue with you and try to reach a satisfactory resolution. If, having contacted the manager you feel that we have still not dealt with your complaint satisfactorily, you can ask for the matter to be reviewed by the Customer Operations Manager. Once you are happy with the resolution of your complaint, the complaint will be closed on the complaint handling system. If your complaint is not resolved within 10 working days from when you first logged it, you can escalate your complaint to ComReg by contacting them on the details below.
Your Imagine bill must be paid on or before the date specified on the bill. If you don’t pay your bill when it’s due, we will try to contact you by text message or email or telephone call and letter to remind you that your bill is overdue. Please make sure you keep your contact details with us up to date, to make sure you receive all messages. If we don’t receive a payment, we may restrict your ability to make calls and to use your broadband connection. We will write to you to confirm this and to advise you of the time frames and next steps in the process. If your line is restricted you will still be able to contact the emergency services via 112 or 999.
If we still don’t receive a payment, we may restrict your incoming calls. Finally, if the amount remains unpaid after the time specified in each letter, your account will be fully disconnected, resulting in the loss of your telephone number and broadband service. Your final invoice will be sent to a third party debt collection agency.
You can seek independent advice on your complaint from any of the following:
Abbey Court, Irish Life Centre, Lower Abbey Street, Dublin 1
Bloom House, Railway Street, Dublin 1, D01 C576
7 Herbert Street, Dublin 2, D02 K838
Information is available from your local District Court Offices.
If you have any reason to believe that a particular image you have received might be illegal, such as child pornography, you should report it immediately to the Gardai. The Child Trafficking and Pornography Act 1998 makes it illegal for anyone to produce, forward, publish, send, show or possess any child pornography in Ireland. Illegal images of this nature should be reported to www.hotline.ie. This service is provided by the Internet Service Providers Association of Ireland (ISPAI) for reporting any instances of child pornography on the Internet in a secure and confidential environment. Internet Service Provider Association of Ireland Imagine is a member of the Internet Service Provider Association of Ireland that was formed in January 1998. The ISPAI is the leading industry representative on the Internet Advisory Board (IAB) established by the Government, which maintains a self-regulatory approach to Internet service provision in Ireland.
Members of the ISPAI are bound by a Code of Practice which requires that operators have an acceptable use policy that prohibits customers from sending messages that are likely to cause offence or any other material which is distressing, grossly offensive, indecent, obscene, menacing or in any other way unlawful. In addition, the ISPAI supports and funds the www.hotline.ie reporting line for uncovering illegal child pornography on the Internet. For further information contact Hotline at www.hotline.ie or alternatively:
Address Unit 25 Sandyford Office Park, Dublin 18
Hotline.ie reporting service Launched in November 1999, the hotline.ie service provides an anonymous reporting service to members of the public who accidentally uncover illegal child pornography on the Internet. The www.hotline.ie service is supported and funded by the Internet Service Provider Association of Ireland (www.ispai.ie) who are committed to ensuring that Internet Services are not used to spread illegal child pornography on the Internet. The www.hotline.ie service is a founding member of the INHOPE Association (www.inhope.org) – Internet Hotline Providers in Europe. The INHOPE Association co-ordinates the activities of the individual hotlines and through regular meetings ensure the extensive sharing of information on the best practices for the operation of an Internet Hotline and tracing of illegal child pornography.
To report suspected cases of child pornography or other forms of illegal material please report it to:
www.hotline.ieEmail: report@hotline.ie
This Code of Practice in no way infringes on your statutory rights.
Updated: October 29th 2025.
At Imagine we respect the privacy of all visitors to our websites and users of our applications. This Cookie Policy outlines our policy concerning the use of cookies and similar technologies, (“cookies”) on our websites and applications and explains how we may collect information from you when you visit our websites or use our applications and how we use that information.
This information may be about your device, operating system, browser type, IP Address and preferences and is used to gather statistical information on how you browse our websites, analyse trends, administer the site, and gather broad demographic information for aggregate use. The information does not usually directly identify you, but it can give you a more personalised web experience.
Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the website and the services we are able to offer. Please see ‘Your Cookie Preferences’ below for more information about how to do this.
We use Google Analytics to analyse use of our websites and emails we send to you. To do this Imagine and Google Analytics use Cookies and Web Beacons.
Cookies are small text files, containing a unique identification number, that are stored on your device when you visit any website. They allow us and the third parties we use to remember you and how you’ve used the site. Cookies are used in order to make websites work more efficiently and provide information. They can give you a more personalised web experience by identifying you when you return to a website and show if you have visited a site previously and what pages you visited. Our cookies and any third party cookies do not extract any information off your device. They do not hold or track your personally identifiable information or provide us with any way to contact you with the exception of the LiveChat cookie which is only enabled when you choose to interact with us through our Live chat service on imagine.ie.
Cookies set by the website owner (in this case, Imagine) are called “first party cookies”. Cookies set by parties other than the website owner are called “third party cookies”. Third party cookies enable third party features or functionality to be provided on or through the website (e.g. like advertising, interactive content and analytics). The parties that set these third party cookies can recognise your computer both when it visits the website in question and also when it visits certain other websites.
Web beacons are small image files that may be placed on web pages and within web-based emails that we send. They accurately count the number of unique users who have visited a specific page on the site and the number of times those pages are displayed. They may be used to facilitate the transfer of data from our website to the Google Analytics website.
Setting your browser to decline cookies or to prompt you for a response will reduce web beacons from tracking your specific activity.
Some of our emails may contain a web beacon to tell us whether our emails are opened and verify any clicks through to links or advertisements within the email. We may use this information to determine which of our emails are more interesting to users and to query whether users who do not open our emails wish to continue receiving them. They do not hold or track your personally identifiable information or provide us with any way to contact you. The web beacon will be deleted when you delete the email. If you do not wish the web beacon to be downloaded to your device, you should read the email in plain text view or with images disabled. Some images may include important information which will not be included in the email if read in plain text view or with images disabled.
Information is generally collected in aggregate form and we will not associate any information gathered from cookies on our websites or applications with any personally identifying information from any other source.
Cookies are an important part of the internet and make using devices and accessing online information much smoother. The cookies we collect are used for different reasons, primarily to help us provide you with a positive experience when you visit our websites or use our applications, help improve our content and advertising, and to personalise your visit. We also use the information to gather trends and analysis to develop, improve and personalise our website.
These cookies are essential for some web pages to function or to enable you to move around a website and use its features. They may, keep you logged in during your visit or while using an application, or store your consent preferences. For this reason, they are set to ‘always active’. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the website may not then work. Please see ‘Your Cookie Preferences’ below for more information about how to do this.
These cookies do not store any personally identifiable information with the exception of the LiveChat cookie which is only enabled when you choose to interact with us through our chat service on imagine.ie. If you provide your name and email address in our pre-chat survey this will be collected by the LiveChat cookie and stored within the browser on your device only.
| Cookies Subgroup | Cookies | Cookies Used | Lifespan |
|---|---|---|---|
| imagine.ie | PHPSESSID, OptanonConsent, OptanonAlertBoxClosed, eupubconsent, _ga, _gclxxxx, _gat_UA-nnnnnnn-nn, _gid | 1st Party | Session, 30 Days, 30 Days, 2914298 Days, 730 Days, 90 Days, 0 Days, 1 Days |
| livechatinc.com | __livechat | 3rd Party | 1125 Days (or 3 Years) |
| cookiebot.com | __ | 3rd Party | 30 days (or 1 month) |
| lteportal.imagine.ie | PHPSESSID | 1st Party | 1 day |
| bookings.imagine.ie | IM_BOOKING_SESSION_ID | 1st Party | 24 Minutes |
These cookies do not store any personally identifiable information. All the information these cookies collect is aggregated and therefore anonymous. These cookies enable websites to provide enhanced functionality and personalisation like remembering the choices you make, such as your preferences, language or region, and they provide improved features. If you do not allow these cookies then some or all of these services may not function properly.
| Cookies Subgroup | Cookies | Cookies Used | Lifespan |
|---|---|---|---|
| imagine-broadband.spee dtestcustom.com |
sessionId, x-csrf-jwt | 3rd Party | 2 years, Session |
These cookies do not store any directly identifying personal information but are based on uniquely identifying your browser and internet device. These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites. If you do not allow these cookies, you will experience less targeted advertising.
We will only show you advertising and marketing that is relevant to your interests.
| Cookies Subgroup | Cookies | Cookies Used | Lifespan |
|---|---|---|---|
| imagine.ie | _fbp | 1st Party | 90 days |
| youtube.com | VISITOR_INFO1_LIVE, GPS, YSC | 3rd Party | 180 days, Session, 0 Days |
| facebook.com | , fr | 3rd Party | Session, 90 Days |
| doubleclick.net | IDE, test_cookie | 3rd Party | 390 days, 0 days |
When you access our sites or applications for the first time or after a cookie has expired, you will be asked to set your preferences for the use of cookies, except strictly necessary cookies, on those sites and applications. After that you can change your cookie preferences at any time by clicking on the ‘Cookie Settings’ button in the footer. You can then adjust the available sliders to ‘Active’ or ‘Inactive’, and then click ‘Confirm My Choices’. You may need to refresh your page for your settings to take effect.
Alternatively, most web browsers allow some control of most cookies through the browser settings. Generally, your browser will offer you the choice to accept, refuse or delete cookies at all times. If you choose to refuse cookies, you may still use our sites or applications, but you may be limited from accessing certain areas or services. Some of our business partners may also use cookies on our sites or applications.
You can find out more about cookies at www.allaboutcookies.org which shows you how to see what cookies have been set on your browser and how you can manage them.
Find out how to manage cookies on popular browsers:
To opt out of being tracked by Google Analytics across all websites, visit https://tools.google.com/dlpage/gaoptout. Please Note, the third parties we use have their own privacy and cookie notices, we are not responsible for the content hosted on their sites, we have no access to or control over their use of tracking technologies, and we are not responsible for the data collected through these, or how any such collected data is used or shared. Please check their privacy and cookie notices to find out more information about the data they collect and how they use it.
We may update our Cookie Policy from time to time. When we do, we will post the current version on our sites or applications. We encourage you to periodically review our Cookie Policy so that you will be aware of the way in which cookies are used by us or our third parties and how you can manage them.
To find out more about what information we collect about you and how we use it, share it and your rights to that data please visit our Privacy Policy.
We at Imagine are committed to providing a safe, respectful, and supportive environment for both our customers and our staff. This Policy establishes clear standards for acceptable conduct and applies to all forms of communication with us, including telephone, online chat, email, and in-person interactions. This Policy complements our Terms & Conditions and forms a part of our Agreement with you.
We reserve the right to update this policy at our discretion to align with best practices and any changes required by law or regulation.
The following behaviours are considered unacceptable and will not be tolerated. This list is not exhaustive, and we reserve the right to determine what constitutes unacceptable behaviour based on the specific circumstances:
If we conclude your conduct constitutes unacceptable behaviour, we may take one or more of the following actions:
For severe or persistent unacceptable behaviour, we may implement additional measures including:
If we restrict, suspend or terminate your account under this policy, we will inform you in writing. If you believe we have incorrectly applied this policy, you may request a review by contacting our management team in writing within 30 days.
Please be aware that communications may be recorded or monitored for quality, training, and compliance purposes. By communicating with us, you consent to such recording and monitoring.
We reserve the right to update this policy at our discretion to align with best practices and any changes required by law or regulation.
The Leave Anytime Promotion guarantees that you’re not tied into a long-term contract. You can cancel your broadband whenever you choose — simply let us know before the 27th of the month with termination taking effect on the 1st of the following month. A Service Wrap-Up Charge applies if you leave within the first 24 months. After 24 months, this is waived. If you cancel within 24 months, just return your Imagine equipment within 30 days to avoid unreturned equipment fee.
Terms:
The 2030 Price Lock Promotion guarantees that the agreed price will remain fixed until January 1, 2030. This offer applies to fibre broadband and requires an active account with timely payments. It excludes optional add-ons, upgrades, or external fees. Imagine reserves the right to withdraw or amend the offer for new sign-ups at any time. By enrolling, customers agree to these and the standard service terms.
The 2027 Price Lock Promotion guarantees that the agreed price will remain fixed until January 1, 2027. This offer applies to 5G broadband and requires an active account with timely payments. It excludes optional add-ons, upgrades, or external fees. Imagine reserves the right to withdraw or amend the offer for new sign-ups at any time. By enrolling, customers agree to these and the standard service terms.
This One Month Free Offer is valid until June 30, 2025, for new customers only. To qualify, customers must sign up before the deadline, after which standard pricing applies unless canceled before renewal. The offer is non-transferable, cannot be exchanged for cash, and cannot be combined with other promotions. Imagine reserves the right to modify or withdraw the offer at any time. By redeeming, customers agree to these and the standard service terms.
Special Offer: €10 discount for 6 Months! This limited-time offer is available to new customers who sign up after 31st July 2025.
Offer valid until further notice.
After 6 months, standard plan pricing applies unless cancelled.
Offer cannot be combined with other promotions.
Non-transferable and no cash alternative.
Imagine reserves the right to amend or withdraw this offer at any time.
By redeeming, customers agree to these and the standard service terms.
Offer available to existing Imagine customers in the Republic of Ireland who recontract or upgrade online during the promotional period.
Customers must be aged 18 or over.
The offer applies to eligible recontracts only, limited to one voucher per household.
Customers who cancel within 14 days of activation will not receive the voucher.
The €25 One4All digital voucher will be issued via email within 14–45 days of activation.
Customer name and email address will be securely shared with One4All for the purpose of fulfilling the reward.
Offer is non-transferable and has no cash alternative.
Subject to availability and One4All Gift Card terms.
Offer may be amended or withdrawn at any time by Imagine.
Offer subject to any such terms and conditions of One4All Gift Cards.
These terms and conditions will apply together with the standard Imagine terms and conditions.
Please refer to our Privacy Policy, for how we process your data.
The following terms and conditions apply to the Competition and are in addition to Imagine’s general terms and conditions of service available at www.imagine.ie/terms-conditions/ and any additional service specific terms that you have signed up to.
In the event of a conflict between the general terms and conditions and the terms and conditions set out below, these terms and conditions shall prevail in respect of the Competition(s) only. All Terms and Conditions are available to view and download from https://www.imagine.ie/terms-and-conditions.
Competitions are open to Republic of Ireland residents aged 18 and over as at date of entry. Employees of Imagine and their immediate family, agents or anyone else professionally connected with the Imagine or the Competition are prohibited from participating.
The opening and closing dates will be announced in the post published to promote the competition. Entries submitted after the final closing date will not be included.
The prize, as published in the post, is non-transferrable, has no cash value and cannot be exchanged for cash.
By participating in a Competition, you agree to these terms and conditions.
Winners will be chosen at random from a draw of those who have correctly submitted their entry. The draw will be conducted by a random name generator then the winner’s name will be cross referenced with the list of Eircode’s provided.
You agree that Imagine may use [certain information] to communicate who the winner of the Competition is as part of general marketing communications including online postings.
The draw will take place on the date published and winner(s) will normally be contacted through our Facebook page, Instagram account or Twitter account usually within one hour, to organise delivery of the prize.
The promoter of this Competition (the “Competition”) is Imagine Network Services Limited (“Imagine”), whose registered address is at 6th Floor Block 4, Dundrum Town Centre, Sandyford Road, Dundrum, Dublin 16, D16 A4W6.
Imagine reserves the right to withdraw or amend this competition in the event of any unforeseen circumstances outside their reasonable control.
Imagine accept no responsibility for difficulties experienced in submitting an entry to this competition.
Imagine reserves the right to draw an alternative winner if we (Imagine) believe that any winner has contravened any of these terms and conditions.
Imagine reserves the right to draw an alternative winner if no contact has been made within a 24-hour period.
Imagine are not liable for any loss, damage or injury that might occur to the winner resulting from his or her acceptance of the promotion or prize.
Entry into this competition will be deemed to be full and unconditional acceptance by the applicant of the Terms and Conditions of this competition. A failure to adhere to these Terms and Conditions may result in disqualification from the competition and, if applicable, forfeiture of the prize(s). The Promoter reserves the right to alert Facebook to any such behaviour, which may result in the person’s account being frozen pending investigation.
Only one entry per person. No applications from agents, third parties, organised groups or applications automatically generated by computer will be accepted.
The Promoter reserves the right to seek and issue publicity on behalf of the Entrants. By entering the promotion, the Entrants agree to participate in publicity as reasonably requested surrounding the competition.
This promotion is in no way sponsored, endorsed or administered by, or associated with, Facebook, Instagram or Twitter, and release Facebook, Instagram or Twitter of any and all liability in relation to this promotion. You are providing your information to the promoter and not to Facebook, Instagram or Twitter.
Trust Pilot €100 One4All Voucher - For full T&Cs see here
Ireland vs Armenia - Tickets Competition - For full T&Cs see here
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