Europasat Reviews 239

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?

It's never been good. I have struggled with this company now for just less than a year. The latest issue is just one more example of the blind leading the blind. The latest issue is billing- they reset my data because I was over but charged me £39 I asked to speak to a supervisor because apparently unlimited doesn't mean unlimited. So after speaking with him I was told my data would reset at the 1st of every month and that I would not be charged for the reset £39. Well as much as I appreciated that ans was assured I wouldn't be charged I was. Also my data usage wasn't reset at the 1st of December as promised. Why grumble? Because the first three months I was with them my IP address resolved to France and it screwed up all of my online accounts! Netflix and Amazon as well as a few others. After repeated calling and being reassured everything on there end was fine - I finally got to the bottom of it on my own and when i called then about that, well I was told I would have to wait until everything was updated. As much as it pains me to say I am stuck! I will call them "again" about this latest issue. The speeds aren't great, support is iffy at best as there are a few people there willing to help you but then it all falls apart when one makes a promise and doesn't follow through... Sad really.

If I could give no stars, this is what I would give Europasat!

I have been with this company over three years, but this last year, they have given appalling service!

I have had particular problems with their accounts section claiming non payment of invoices, when this was not the case, resulting in my service being suspended....three times!

Their customer services do not answer phones when you need to sort out a problem, plus they do not answer emails as they claim to do within one working day...infact of all the emails I sent, I only received an auto responce that they would respond to my email, which never came!
To date they only responded to one email, asking if they could help, I responded with questions to “Adam”, to which I am still awaiting a response!

I also find that the down/upload speeds are extremely slow <1.5mb

This company is absolutely diabolical & unable to provide a decent service!

I can only re-iterate the comments of the majority of other reviewers here.

The satellite service may work adequately for the first few months of the contract; that is when the company eventually installs it as you must be prepared for delays and excuses for it taking months to install a service that you are expected to pay in advance for. I suppose that should have given an early indication of the poor overall level of service likely to be provided but at that stage I assumed good faith. Sadly, this was in fact an early warning sign of the generally shoddy practices and incompetence of this company.

Refunds take months even after many emails and telephone calls before eventually being actioned; technical service is provided by non English native speakers who are simply reading from a script. They also advise you to buy different equipment than that supplied at an additional cost of £200 which does not improve anything. If they do finally agree to send an engineer out, again you have to wait weeks before a visit is scheduled.

Almost a year after the so called service became completely un-usable, we are still receiving emails demanding money despite the contract having expired (and the 'rolling contract' being cancelled many months ago)! Even trying to cancel the contract was a nightmare.

The customer service advisors are always very apologetic; however, just saying 'Sorry' and then failing to actually do anything about it means it is simply a ploy to allow them to fob people off.

Avoid this company at all costs; it is not fit for purpose in respect of what it promises to supply as a satellite service, coupled with very poor technical service and a customer service section that is a waste of time.

dealt with Kate today
absolutely fantastic service
nothing was to much trouble for her
so pleased with the service
europasat you have one talented member of staff their

When you eventually get through to Customer Service, (don't bother trying with so called 'Accounts'), they're chatty and 'Yes Yes Yes', but virtually TOTALLY INEFFECTIVE. Meaning they're virtually powerless and almost incapable of getting anything done they promise. Also don’t bother with their ‘Call Back’ as you just end up with the world’s worst ‘tick the fogged, dark pictures' verifier, which cycles the same few awful pictures and never passes you anyway.

They one thing they actually achieved was getting me my 'MAC'/activation number which I had to enter to start my usage. Even though I HAD to pay in advance for 30 days usage - which obviously could not start until I had and entered the magic code - they just generated a totally spurious invoice, 22 days BEFORE ACTIVATION/ANY SERVICE.

When activated I emailed them pointing out the overbilling error. Nothing. After several attempts I spoke to my ‘dedicated Company agent/salesperson’. “Right, I’ll get that sorted, we can see when your usage started.” “Will you call be back?” “I’ll send you an email.” Two months on I’m still waiting.

Something did happen. This invoice was not cancelled but I got a second invoice for payment, due the day after the first one??? Again I emailed to the invoice return addy and ‘my agent’. Nothing, and, per the fictitious ‘start’ date I only had 9 days left of my 30 day contract, even though in the real world I’d only started and used 5 days??? Did I ask for a second 30 day contract? No, I’d just started the first one.

The invoices stated Europasat would contact me BEFORE the due date to ‘check’ payment. Never happened.

And, the usage meters on my account page, (which I had to extract from Europasat as they never provided this with my original receipt/confirmation), did not work. They were just pictures so I never knew what usage was happening. Also raised in my communications, but NOTHING happened.

After 10 days into my 30 day pre-paid contract, they cut me??? No email, (let alone a phone call), no explanation, no notice.

Eventually I got through to ‘my agent’ who said he’d only just seen all my emails because they’d gone into his spam box. Really??? So a registered customer’s email address, from a very highly accredited ISP, is automatically treated as spam??? He promised to sort everything and let me know. A few days later I got a brief email (at Last) which looks like a copy of his short ‘please fix’ email to whoever in Europasat. No message for me. As still nothing happened, a few days later I phoned the Company Customer Services, and, after a 20 minute wait I told their staff ALL that had gone wrong. They said they understood and would fix and advise. BUT, f’all happened except that I suddenly found two spurious invoice debits on my credit card – taken one day apart for the same amount for the same thing, which was not due in the first place.

My card company thought the whole thing stank so much THEY moved it up to their Fraud office. They also think it stinks, put a block on, and are reissuing me a new card.

And, I haven’t mentioned the self set-up paper manual with duplication, omissions, gibberish and reference to a calibration marker which doesn’t exist, and a ‘video’, which you don’t get.

My opinion, Europasat is NOT FIT FOR PURPOSE.

I have been with this company for 3 months. During that time they have managed to create numerous self imposed and very unnecessary issues such as: double billing (twice), disconnect service due to faults with their monitoring software, loss of access to thier website, 'choking' internet speed down to 25-50KBS!!!! Whatever you do, dont sign up to their 'unlimited' package - it is so throttled down all month so much, it's pointless having internet at all as nothing works. But the very worst fault with this company is they fail to resolve their own issues, never answer calls or emails, and when you do get through (average wait time 35-69 minutes), they promice the earth and then deliver nothing. It would be great if they just delivered an internet service as advertised. Instead, they swamp themselves with self imposed problems without any capacity to resolve one of them. Get a grip Europasat. Remember Tiny computers - the failed UK computer company with the worst customer service ever? It's run by the same muppet! Wish I could give negative stars!

Every single time I need to talk to the support, my waiting time has an average of 1 and a half hour (I have waited for 3 hours in one instance).
I tried the call back service, got a call back 4 days later. 4 DAYS.
The chat system is advising you to call.
The connectivity of the satellite connections are crucial for my company, therefore a 1 hour wait is VALUABLE time.
Get more staff.

A less customer centric company I have yet to find. Broken promises, account manager who can’t remember what he’s promised so fails to keep them and don’t get me started on broadband speeds......appalling and the issue with speeds too many people using at the same time. And with more people being enticed to join what’s going to happen to speeds? Stay well clear. And so expensive.

An appalling service. Broken promises and very expensive. We've had no internet for 6 weeks. I've chopped branches down, been told about a storm in Luxembourg, schoolchildren using the internet, a dodgy router that is their product, non existent people not answering phones. And this is the premier internet provider!!!! Dont make me laught. Stay well clear. Best go reset my router so that i have 10 more minutes of internet!!!!!!!

Been a customer for almost 4 years..only because there are no other options. Hopeless with speeds promised of upto 20mbps we are getting 2mbps if you are lucky...in summer and weekends ...185kbps!
Their response ...oh it's school holidays and the network is busy ...and we are being throttled for fair use ! Even if you paid for 50gb ..they throttle you after you used 10gb in 10gb increments ! How much more slower can it get if you only get 185kbps ! Stay well clear of this company if you have any other alternative!

Product is flaky, service is virtually non existent and cancelling is excruciating

I'll give it 2 stars because unlike BT and the mobile networks in rural nowhere, I can use Europasat to type this review. But thats about it.

They advertise 15mbps. The reality is during holidays, weekends, evenings, the speed will be 0.3 to 0.5 mbps. The 15mbps is just about achievable in the depths of winter at anti-social hours.

The ping is so slow that 15mbps feels like about 3mbps. So you can't stream anything, download alone is about all you can achieve reasonably quickly.

They do not have a (working) usage checker, so you can not see how much data you have used (although with the speeds they provide there is little chance of going over the limit)

Customer service don't answer the phone.

Check your credit card carefully, sometimes they take the same payment twice, and never credit your account.

So if, like me, BT won't connect you with a usable landline and there is no mobile signal, then yes with Europasat you can at least get online, but if you have any sort of alternative, I'd try that first, because Europasats promises and the reality of what they deliver is completely different.

The equipment provided doesn't enable connection, an additional purchase of a WEP (non standard) router is required. Once connected the connection quality at best can only be described as poor and connection speeds predominantly below 0.5MB if there is a connection at all. Don't make the mistake I have choose another way to connect

The service at the start or the period was great. The last 2 years it has been terrible having to phone at least every other month. Speeds get throttled when you use half your allowance. Customer service line expect 15 minutes wait. Now ending my services I've checked my statements to see I have 6 payments of £44.99 come out. With nothing being dead for the company. So even after so many years the have no loyalty. KEEP WELL CLEAR!!!