From the beginning, our dealings with Europasat/Onwave has been very disappointing & frustrating. It took just under 4 weeks to get our broadband installed. We placed our order on the 17th March & the hardware arrived on Tuesday 22nd March. We rang your customer service department to let them know the hardware had arrived & was told we would get a call back shortly from the engineer to arrange a time for installation. After not getting any reply for a couple of days, we called again to be told the engineer would call to arrange a time but had to call a 3rd time before we got a call from the engineer. The engineer called us on the 29th March to say he would be out to do the installation that day. He arrived at 5pm that evening but unfortunately was unable to complete the installation due to a faulty modem. He advised he would place an order straight away for a replacement & expected to have the replacement that Friday 1st April with a view to installing it on Saturday the 2nd April. As we didn't hear from DHL or the engineer by Friday the 1st, we called the engineer & he advised he would chase it up at his end. Within 2 - 3 hours of that phone call we then received a DHL tracking number which would indicate that nothing had been ordered from the Tuesday to the Friday. The replacement part was received on the 7th April (due to DHL misplacing the package) & we called the engineer that day to be told he couldn't come back until Monday 11th to complete the installation. As this would have been 2 days short of 4 weeks since placing our order, we rang your customer service department on the 7th to advise them we were not happy with the delay. We spoke to your customer service agent Adam who said to call him back once the installation was complete & he would look into the possibility of placing a credit on our account due to the delay. The installation was completed on the 11th so we called looking to speak to Adam on the 12th/13th April but was unable to speak to him - Brenda advised she would pass on my message & ask him to call us back. We called again the following day as he hadn't called & again Brenda advised she would get him to call us back. As yet we still haven't had a call back from Adam. From the broadband performance perspective, we are also left disappointed. Due to the fact that all incoming ports are closed on our connection, remote access & gaming is virtually unusable. To the best of my knowledge, at no point did the sales team mention this. On any broadband packages we have had in the past, ports are automatically open. We have also experienced intermittent web page time outs due to what I assume is latency issues & at times the connection has totally dropped. As we are still with in our 2 week evaluation period, we may consider cancelling due to poor service.