Europasat Opiniões 

Bonjour, j'ai bien eu affaire a votre assistance. L'accueil à été très pro.
J'ai appelé pour le compte de mes parents qui ont un forfait limité. Nous n'avions plus aucune connexion depuis trois jours.
On m'a precisé que le modem fonctionnai correctement et invité a me connecter avec un cable directement au modem;
J'ai essayé, et rappelé. toujours aucune connexion.
Mon interlocuteur en a conclu à un problème sur le routeur et m'a proposé de m'en faire parvenir un ou bien de m'en procurer un par mes propres moyens.
J'ai acheté un routeur dans un magasin d'informatique. Je l'ai brnché et toujours aucune connexion.
J'ai donc laissé tomber le problème momentanément.
En définitive, c'est le forfait qui était épuisé !!
Lors de la remise à zéro du forfait, la connexion s'est rétablie sans autre problème.
Ce que je trouve inadmissible, c'est que l'interlocuteur de l'assistance n'ait pas eu le moindre doute à ce sujet là avant de m'envoyer me procurer un nouveau routeur !
Une simple recharge du forfait nous aurait dépanné immédiatement !!
D'autant que je suis agriculteur et que je me connecte sur cet ordinateur à titre professionnel régulièrement.
Aussi, nous attendons, mes parents et moi même une vraie réponse de votre part.
Nous tenions conjointement à vous faire part, même tardivement, de notre vif mécontentement.
vous pouvez nous joindre par mail.

Avec Europasat on peut résoudre des problèmes.

Hi,
Very sorry to have to relate so bad an experience I had with Europasat/Tooway! Shortly : Contract signed on Nov. 25th. 2017, full kit delivered on 25th. Installation fully done by myself, including the building of a strong mast in order to fix the heavy aerial on the facade of my house on Dec.28th. and the "coarse pointing " strictly done under the instructions provided .Laptop connected to make the fine pointing : nothing on the screen . A call is made to the retailer (impossible to get Europasat technical support using the phone Nr. provided) and I get a technician by callback some 45 mn. later . After a 56mn. of various instructions, and having had to reset the modem,I finally get the screen showing the strengh of the signal : -3db. ! and the tone given by the head of the aerial is : bip bip , ! New call to ask for help from the technical support of Europasat : The technician can't find the reason of the problem and proposed to send an other modem and aerial head;it will take eight days this time to be delivered this new kit . I spend again time to replace the reception stuff : No result at all ! New ask for help , which is again given through the phone by the same technician who can't sort out the problem ! And, finally, he proposed me to send somebody to sort out the problem at my own expense ! Totally unacceptable ! A while after I send them a letter requesting them to send the right people to sort out the problem and at their own expense . I 'll never receive any answer to my demande. This "adventure" has last for now more than three months I have benn investing myself (some 15 hours of work)) and my money at no result at all ! distressfull and shamefull !
Hving read other bad comments from other patrons of Europasat pointing out that the strengh of the signal lessens gradually all along the time of use, I suspect them to broadcast about nothing now : this would be the explaination of my concerns.
Of course, I sent them a regitered letter on March 2nd to cancell the contract, ask to be fully refunded of the money they took on my account and a proposition for "an honest " compasation to be settle by March 15th. And, of course , if they ignore my last demand, I'll sue them for several reasons : no providing of the promised thing ,volontarily hiding details which could have discourage the consumer to sign a contract with them . If needed you can get in touch by Email to : guymar1066@gmail. com

Suite à une panne de modem j'ai appelé Europasat (attente pour avoir un technicien) qui m'a adressé un nouveau. que de manipulations pour l'installer avec l'aide d'un technicien et d'un voisin car il a fallu bouger la parabole car la réception était mauvaise! ?(alors que'avant la panne ça marchait). Après quelques jours de fonctionnement le modem est à nouveau tombé en panne! nouvelle galère identique à la 1ére fois (coups de téléphone, voisin pour le poitage..) De plus le routeur étant tombé en panne la 1ère fois, le technicien m'a proposé de m'en vendre un. il y avait 2 prix: 29€ et un plus cher. Sans me demander mon avis il m'a envoyé celui à 29€ qui s'est avéré ne pas marché donc après avoir téléphoné un autre m'a été adressé. A l'usage il n'est pas assez puissant , quand je vais à l'étage plus de réception!... J'avoue que je suis fatigué de tout ces problèmes aussi je laisse faire. Et de plus avec tous ces retours de modem et de routeur j'ai eu pour 16,35€ de frais postaux, j' attends des nouvelles d'Europasat car je suis resté plus de 10 jours sans internet, une réduction de mon abonnement semble évidente

Le service après vente téléphonique est excellent,mes interlocuteurs et interlocutrices n'ont jamais ménagé leur temps jusqu'à ce que mon problème soit résolu.

service client
tres accueillant ,agréable , et a l'écoute des clients , très précis dans les explications sur les service fournis par europasat .
Mise en service tres rapide , je recommande a tout ce qui souhaite internet par satellite

je ne met que 3 etoiles car le debit est trop lent , surtout le soir quand il y a du monde dessus . apres 19 h , plus moyen d ouvrir une page . a ameliorer absolument pour justifier le prix . a 45e par mois , je devrais avoir internet comme si j avais l adsl et en illimite en plus ; c est trop cher pour le service rendu actuellement .

Le service assistance technique par téléphone est de très bonne qualité.

DO NOT USE THIS COMPANY!!!!! We have had months and months of sheer hell. Service never worked, finally after months of chasing we got refunded. Now they wont release the confirmation that the government grant we used to enable us to get rural broadband, has been repaid. Without this we are held hostage to them as we cannot get broadband with anyone else. They are keeping this grant money illegally. PLEASE PLEASE PLEASE do not use them, I do not want anyone else to have to endure the stress we have had with this company.

Zone blanche: pas de portable d'où l'importance de ce moyen de communication. La qualité varie sans cesse avec deux à quatre secondes de décalage entre questions et réponses. La réception du routeur Cisco n'a pas améliore la communication de manière significative.

Le montant de mon abonnement mensuel à Internet par satellite (Tooway 25 Go/mois) m'a été débité deux fois en octobre. Leur erreur, tout se passe parfaitement d'habitude.
Après l'avoir détecté, j'ai envoyé une multitude de tickets d'assistance, tous restés sans réponse. J'ai dépensé 13 € et passé 25 minutes au téléphone avec le service client de Grande-Bretagne le 12 janvier 2018.
Trois mois après mon premier ticket d'assistance et deux semaines après la promesse de remboursement de la part du département financier, toujours rien.
Le suivi est d'une étonnante nullité.
Et la "réponse" ci-dessous d'une machine ne donnant aucune coordonnée de contact est une escroquerie pour donner l'impression que nos doléances sont prises en compte. Je constate depuis 3 mois que ce n'est pas du tout le cas.
Entendu TrustScore, toutes mes excuses. Je ne vous aurais pas pris(e) pour un robot si vous évitiez les copier-coller. J'ai contacté le site indiqué (marre de dépenser des frais de téléphone pour rien). Voyons si le support FR est compétent en la matière et s'il est plus réactif que le support UK.

Mise à jour : J'ai été appelé le jour même par un service britannique charmant, qui m'a assuré d'un traitement de ma réclamation dans les deux jours. Une semaine après, toujours rien. Je veux bien croire en la bonne volonté du service client, mais voilà maintenant trois mois que j'ai signalé cette erreur de prélèvement et que j'attends.

Mise à jour: remboursé le 1er février 2018, soit 3 mois après mon premier signalement et 4 mois après leur erreur. Il semble nécessaire de les harceler pour obtenir des résultats. Lamentable!

certains et plus particulièrement tous les jours , à partir de 6 h du Matin, le débit s'effondre...
Une image à la fois, attendre, un mot.....comme quand j'avais le 56 K...
Sinon , je suis content, même si l'abonnement a encore augmenté..

Interlocutrice très sympathique.
Réponse claire et rapide

Je ne suis pas satisfaite de europasat car ma ligne à été coupée cause de non paiement alors que j'ai envoyé deux fois un rib (la première fois n'ayant pas été pris en compte) il y a deux mois de ça pour mettre un virement automatique en route. De plus la personne que j'ai eu au téléphone n'a pu m'expliquer les raisons de cette suspension. J'ai du appeler deux fois pour rétablir ma ligne (alors que dès le premier appel on m'a dit que tout était en ordre). C'est pour ces raisons que je ne suis pas satisfaite. Vous m'envoyez fort déçue et j'espère un geste commerciale pour ce désagrément.

Satellite has not worked since Ophelia... we had to go to the States in November while work was being done on our house and when I returned in the December nothing worked. Our Time Capsule router was fine, our modem was fine... it simply was not getting the signal from the satellite --
which is mounted on an outside wall some 15 ft off the ground. We do not have a ladder.
Two days and several pre-pay mobile credit eating tech support calls later, still nothing. Tech support suggested that they send out some equipment that WE would have to install and it would cost us €€€s... I asked if we would get our money back if that solution did not work and he said, regrettably, no. I asked to cancel the service right then via email (because it needs to be in writing). This was December 19. We just got charged the monthly fee AGAIN on 1/1/18. Their website does not make it easy to communicate with them about customer service issues... the internet service itself was not great and very costly compared to others. DO NOT USE THIS SERVICE!!!

Customer services very poor. never correct issues. wait times on phones is long.
Why can't companies just give us a decent service.
You see why our GDP is poor in this country.

This company is horrific!! Please do not place your trust in this company being able to provide you with internet. Living out in the country, we are limited as to which internet providers we can use thinking we had found the answer with satellite broadband. Originally avonline, they seem to have been taken over by europasat recently and the service has gone out of the window. We have been without internet since the 1st December, sent parts to fit ourselves which hasn't done anything, had an engineer out who couldn't figure out what was wrong and then nothing. No call backs when promised someone would, no investigation in to why we are without internet as promised and no cares as to providing the service we are paying for. They advise on the message played whilst on hold for 20-30 minutes each time that they offer fast broadband for any company... don't believe their lies!! We have this for our small business and it is really starting to impact us now. All we get when we ring up is being passed from department to department, followed by a clueless engineer or customer service representative who have no idea what is going on with our service, why this hasn't been escalated when we go through all the details and still no solution. Don't waste your time!!

Awful customer and technical service since Avonline were absorbed into Europsat. I closed my account in October and have been receiving invoices each month since, despite many calls and emails to their customer service. Specifically on emails - apart from the automated replies I have never actually got a response from them via email. It was the same during the account closure process too which was very difficult and I had to chase them on the phone often.

Since europasat absorbed our previous service provider, things have just gone down, and down, and down, and down, and down, and down, and (etc).

Speeds began to be affected in early 2017, dropping from 24mbps to 20mbps, then 17mbps, 15, 12, 9, 8, 4. It sometimes peaks at 18mbps again, but that’s only for the briefest period. We’ve gone through hoop after hoop, trying to get their technical team to help out, hiring 3rd party engineers, tech-savvy grandchildren, turning it on and off, realigning the dish ourselves….

We finally replaced the standard router provided with a rather posh £300 device which did improve things a little, but this was just another thing europasat refused to help with themselves.

Plugging devices in via ethernet helps too, but barely boosts things by a mbps.

We’ve been charged twice for some months, not charged at all, not had invoices, data used up despite having EVERYTHING - router, devices, power to satellite - turned off (so the counter, however it works, is faulty – and the company won’t admit it).

Online chat is useless. At first, they responded within a few minutes. Months later, it’s days. Phone support is better; we get though first time, wait under five minutes, find the agent helpful. HOWEVER. No security questions, no security precautions. I had my nephews test this – my eldest called up pretending to be me, got them to charge an extra GB to my account. They didn’t ask for card details, didn’t ask for date of birth, address, phone number etc, just the name and account number. Overnight, the data was applied, and the money (£12.99 for a GB!!! WHO CAN JUSTIFY THAT??) taken from my account. Next day, my other nephew called up, completely different voice and accent, got another GB added. No security questions. Even got them to ‘check the payment card’ and got the last four digits of the long number. He basically ran through all the details he could get his hands on, asking to ‘check just to make sure, as I want to keep the account secure’. What a load of horsecrap this company is.

We’ve had our IP address switched to Luxembourg several times, meaning geographic content like BBC iPlayer and Netflix won’t work for us. We have to reboot the whole system and wait a few hours just for the wife and I to be able to catch up on Strictly, or Bake Off on channel 4.

And now, somehow, even after our contract was up, we’ve been added to a new 12-month contract paying £10 MORE per month. That’s because out old tariff ‘no longer exists, sir’. Well, no authorisation from me, and no attempt to even ask me about it!!!

We’ve also been trying to cancel the contract for ages. It’s a bloody joke. We’ve been in this new contract for four months, every week having an unproductive back-and-forth with customer services about how we didn’t sign up with them (our account was absorbed), have been put into a new contract paying more per month without asking, never get advertised speeds, never have technical support, and now, *amazingly*, potentially having my identity stolen by any old plum who decides to take advantage, call up and get my details! What a damn joke!!!

In my opinion, DO NOT sign up with europasat.

Since the service became unusable (they capped out speed to 256kbps for no reason), we’ve signed up with a 4G service from Three mobile. For half the price, we get double the data that europasat offered, get unlimited streaming for Netflix and iPlayer, get loads of deals on restaurants, gifts and days out, and our speed has never fallen below 30mbps! I’m not saying switch to Three – do your research, find out who the fastest 4G provider is in your area, check the reviews, make sure to cancel within 14 days if there’s a problem – and you’ll never have to suffer the incompitence and complete lack of a) empathy b) security c) data d) speed – AGAIN!

David

I have been a customer for some years and never had much of a problem, but this year 2017, a nightmare.
Patchy service, unable to contact accounts to pay, no invoices were issued.
How difficult can it be to issue an invoice?