Name: Bigblu
Address: Broadband House 108 Churchill Road, Bicester
Rating: 3.48

“I don't think that you will even respond to this but you have asked for it and with a bit of luck?! I have to keep 2 systems working because both yours and BTs are unreliable and poor. I run a medical charity/NGO (I don't get any pay for this and I do it on a voluntary basis) and need to keep in contact around the world. Sometimes the band width with your Europasat is so slow. I suspect that your system is overloaded and it does not live up to the promises that I received. I had a Welsh Government grant to put it in and I am sure that they would be angry that I have not received the quality that I expected and you promised. On one occasion my colleague and neighbour Nick Randall Smith complained (his opinion as a computer expert was clearly taken seriously by you) and we were switched onto another satellite and for a time things were magic!. I would not recommend your service to anyone and am looking at ways that I can complain about such a poor service funded by public money. My experience is that no one ever responds to these surveys but just in case!”

Helpful Report

Posted 10 years ago

Hi John. Thanks for taking the time to respond to our survey. Can we suggest that you contact our Technical Team on 01869 356166, option 2 and they can take a look at your system to ensure that it is running at optimum levels. Kind regards The Europasat Team

Posted 10 years ago

“The system is poor. As I ordered online there was no explanation of "lag" which effectively means that my VPN drops and online gaming is pointless I feel stuck in an expensive contract that I am getting virtually no use out of. AND setting up the router to a wireless network is virtually impossible (see various online forums for the problems encountered, although it seems that the odd few people manage to do it simply by plugging in?)”

Helpful Report

Posted 10 years ago

Hi Nigel Thanks for taking the time to respond to our survey. The issues with On-Line Gaming and VPN use due to latency with satellite broadband is clearly detailed in our FAQs on each system. Kind regards The Europasat Team

Posted 10 years ago

“We feel we were tricked into believing that the system would be adequate for our needs. Since having it installed,the only way we can make it work for us is to have a restrictor on the router, to stop guests using anything other than very basic needs, ie email. We have holiday guests on and off throughout the year, with long periods without guests. Despite this, our allowance regularly runs out just 1 or 2 weeks into the month, despite the fact that we do not even use the system ourselves. We have had to have a separate internet installation fitted from a company in our village, to use for our own needs, and have the europasat just for our holiday guests. This is the most expensive internet we have ever had, yet it is, as I have said, virtually unusable. the 20 mbps may be fast, but we can't take advantage of it, as it uses the allowance too quickly. OUr connection from the village is only 3 mbps but we can do everything we need with this, including even streaming tv. We believe that your service is totally unusable and is being mis sold. We have tried contacting customer help but have basically been told it is our problem. When we submitted the required speed tests etc to prove we were restricting the use and still having problems, our emails were ignored. We feel completely trapped and would cancel today if we hadn't been forced to sign up for 2 years. We advertise to our holiday guests that there is free wi-fi, yet most of the time this is not true, and it is very embarrassing for us.”

Helpful Report

Posted 10 years ago

Hi Clive Thank you for taking the time to respond to our survey. We are sorry to hear you feel you have been mis-sold. Were you not made aware at the point of order of the data limits on the tariff you have selected? We have looked at your account and can see you are on the 20GB tariff - there are larger tariffs available which may be more suitable for your needs. Please call customer services on +44 (0) 1869 356 166 (option 3) to discuss your needs. KInd regards The Europasat Team

Posted 10 years ago

“We have been in constant communication to get the details of the account correct. The account is nothing to do with Harry Lopes - it is The Skelpick Partnership.”

Helpful Report

Posted 10 years ago

Hi. Thanks for taking the time to respond to our survey. Please call Customer Services on +44 (0) 1869 356 166 (option 3) and speak to Steve who can assist you with your account amendments. Kind regards The Europasat Team

Posted 10 years ago

“The speed is awful. I don't know if you've had too much success selling capacity in our area but its slower than the old landline where we are lucky if we can get 500kbs. Initially the streaming speed seemed very good but lately even that has fallen away. Anyway 90%of the time, we are not streaming, we just want to browse the net in which case the wait for each new page has me climbing up the walls. The whole sales pitch was based on streaming speeds which I feel is misleading and,as I say, even the streaming is worse than our old land line. I wish I had never spent the 500£ on the installation quite honestly.”

Helpful Report

Posted 10 years ago

HI Alison Thanks for taking the time to respond to our survey. We would suggest that you give our Technical Team a call so that they can take a look at our system, ensuring that it is running at optimum levels. They can be contacted on 01869 356166, option 2. Kind regards The Europasat .com

Posted 10 years ago

“When is cloudy it doesn't work, whenis clear it doesn't work either.”

Helpful Report

Posted 10 years ago

Hi Laura Thanks for taking the time to respond to our survey. We suggest that you give our Technical Team a call on 01869 356166, option 2 to discuss your system. Kind regards The Europasat Team

Posted 10 years ago

“We installed the Tooway system in our second home in Portugal last June to provide us with internet and the ability to keep up with a couple of our favourite UK TV programs online. (Not more than 2 hours a day). We invested in and purchased the system outright mainly because we were told it gave us the ability to switch the supply on and off with no contract. We were told that our 50 gig allowance would allow us to watch up to 6 hours of UK TV. We were not told that the minimum supply term was two months. Neither were we told that our unlimited broadband would be throttled one we had used up 50% of our 50 gig allowance (funny I thought unlimited was unlimited) and because of this viewing TV programs in the evening would be impossible. From the outset we were given miss-information. We were not made aware of the Europa sat Web Site and all the information it contains (including the Terms and Conditons) until the dish was on the roof and we were directed to the web sites client log in portal. Our tariff which, incidentally changed without any notification between June when we purchased and October when we wished to switch our system back on. Not even an email! The price you pay for investing in and purchasing the equipment rather than having a contract and renting. All in all we are extremely disappointed and are paying a very high price for 50 gig of internet which in reality is only 25 gig due to the throttling of our system. I am afraid I cannot recommend the Tooway/Europasat services to anyone.”

Helpful Report

Posted 10 years ago

Hi Valerie. Thanks for taking the time to respond to our survey. If you have particular concerns, can we ask that you call our Technical Team when you are experiencing the particularly slow speeds and they can investigate for you. Kind regards, Europasat team

Posted 10 years ago

“Even trying to watch a BBC programme on iplayer just now, at midnight, (HIGNFY) has proved impossible: interruptions lasting 3 times longer than the available footage. I am disgusted at this service and wish I had never signed up to it. This has been routine for the past 9 months. Sometimes we can watch TV, but it's a lottery. Normal internet access is average. Frustrating, to say the least.”

Helpful Report

Posted 10 years ago

Hi Blanka. The speeds you are receiving could be due to the amount of people on the network at any given time as this is a shared network and for this reason, we cannot guarantee any kind of headline speeds. This is also why your speeds may be lower during the late afternoon till late at night simply due to the amount of people using the bandwidth. Please also be aware that the services is an up-to service which means the 20MB/s is not a guaranteed speed. This is stated in our terms and conditions which can be found at: https://www.europasat.com/support/about-us/terms-conditions/. If you have particular concerns, can we ask that you call our Technical Team when you are experiencing the particularly slow speeds and they can investigate for you. Kind Regards Europasat team

Posted 10 years ago

“Expensive, minimal data allowance, slow, nearly stops between 7-10pm, and you're stuck with it for 2 years.”

Helpful Report

Posted 10 years ago

Hi Martin Thanks for taking the time to respond to our survey. We cannot see a recent speed test performed on your system which has been with a computer connected to the Tooway Modem. Please can you perform our test at http://speedprobe.skylogicnet.com on a computer with a direct connection to the modem. we will be able to analyse your situation further when these tests have been performed. Kind regards The Europasat Team

Posted 10 years ago

“Overated does not give consistat service other by day or after 22.30 system users are throtled back in parular those who use the premium service with unlimited data seem to be the wrst affected. A more reliable method is to use a simple 3G phone with unlmited data or mobile hotspot. fast no throttling.”

Helpful Report

Posted 10 years ago

Hi Christopher Thank you for taking time to respond to our survey. The speeds you are receiving could be due to the amount of people on the network at any given time as this is a shared network and for this reason, we cannot guarantee any kind of headline speeds. This is also why your speeds may be lower during the late afternoon till late at night simply due to the amount of people using the bandwidth. Please also be aware that the services is an up-to service which means the 20MB/s is not a guaranteed speed. This is stated in our terms and conditions which can be found at: https://www.europasat.com/support/about-us/terms-conditions/. If you have particular concerns, can we ask that you call our Technical Team when you are experiencing the particularly slow speeds and they can investigate for you. Kind regards The Europasat Team

Posted 10 years ago

“very slow itermitant service, we are totally disatisfied and looking for alternatives”

Helpful Report

Posted 10 years ago

Hi Ian. Thanks for taking the time to respond to our survey. If you have particular concerns, can we ask that you call our Technical Team when you are experiencing the particularly slow speeds and they can investigate for you. Also, you have gone over your data limit which means your speeds have been throttled, if you would like to reset your data, you can for half the monthly cost and your speeds will go up to normal again. Kind Regards, Europasat Team

Posted 10 years ago

“The support guys are polite but 100% incapable to solve any issues. They are great in finding explanation on what is wrong and blaming you or some equipment that you have for it and they will never admit that is their problem even if you have tons of evidences to the contrary. By far the worse company i ever used, but because of where i live now i am stuck with them. If you can find an alternative i strongly suggest to take it and completely ignore this company and their services.”

Helpful Report

Posted 10 years ago

Hi Dragos. Thanks for taking the time to respond to our survey. Our Technical Team are in fact very a qualified in giving Technical advice regarding the system and have the ability of escalating any queries you may have to the satellite owner's engineers. Kind Regards Europasat Team

Posted 10 years ago

“I live in a very remote rural area, where ADSL max speed is about 1.5MB in the daytime and "out of service" in the evening and through most of the weekend. I was promised by Europasat speeds of "up to 20MB", but in fact after shelling out the enormous costs of setting up and paying for several months now of service that's far dearer than what anyone pays for their internet, it has never gone above 6MB and during the evening it's no better than the ADSL. The miserly data limits are completely unsuitable for normal modern Internet usage, and mean you need to be pretty well off to be able to afford to use it like most people use their ADSL. I'm paying £44 a month for a 10GB limit (compare that to my city friends who pay under a tenner for unlimited data that's REALLY at 20+MB!) and even so it's still goodbye to kids streaming videos for homework assignments, goodbye to using iPlayer. I feel like I've gone back to 1998, when I was using 56k dial-up, paying by the minute and restricted to text-only websites. After I'd entered into the contract and it was too late to back out, I was told this is "normal" by a phoneline assistant whose tone of voice made me feel like I was purely delusional to expect anything else. On top of this, the billing is extremely confusing. You get emails saying your payment is due well before the date they tell you and when you call up to query it they say it's just for your information, you don't need to do anything. But then you get reminder emails asking for payment again. I got an email saying I'd used 87% of my data for the month only a fortnight after the refresh date - just from browsing and "indulging" in one or two Youtube videos!! I switched off the router and fell back on the ADSL as I didn't want to have extra charges from going over - but then three days later I got an email saying I was now at 101% of my data allowance!! Over all I feel bitterly disappointed. This hasn't helped to lessen the rural disadvantage at all, it's increased it as I'm now burdened with this high cost each month and I still have to have an ADSL connection anyway as a backup even though that's also useless a lot of the time, but now I can't afford to invest in the new rural 4G scheme that EE have just started. I wish I had just put up with the ADSL and not let myself be talked into this by the hard sell - if I had done that then I could now do EE's 4G scheme and be as happy as my neighbours who did just that and now have 30MB unlimited for half what I pay!”

Helpful Report

Posted 10 years ago

Hi Finnur Thanks for taking the time to respond to our survey. The speeds you are receiving could be due to the amount of people on the network at any given time as this is a shared network and for this reason, we cannot guarantee any kind of headline speeds. Kind regards The Europasat Team

Posted 10 years ago

“The bandwidth has become increasingly worse since I first had this system installed. My download speed rarely achieves the 20mb maximum and during the afternoon and evening it is unusable to stream video. I have frequently seen download speeds of much less than 1mb in the evenings. If there was an alternative supplier available to me, I would switch tomorrow.”

Helpful Report

Posted 10 years ago

Hi Ian Thanks for taking the time to respond to our survey. The speeds you are receiving could be due to the amount of people on the network at any given time as this is a shared network and for this reason, we cannot guarantee any kind of headline speeds. This is also why your speeds are lower during the late afternoon till late at night simply due to the amount of people using the bandwidth. Please also be aware that the services is an up-to service which means the 20MB/s is not a guaranteed speed. This is stated in our terms and conditions which can be found at: https://www.europasat.com/support/about-us/terms-conditions/. If you have particular concerns, can we ask that you call our Technical Team when you are experiencing the particularly slow speeds and they can investigate for you. Kind regards The Europasat Team

Posted 10 years ago

“Our connection is very slow and emails very very slow”

Helpful Report

Posted 10 years ago

Hi Julia. Thanks for taking the time to respond to our survey. We would recommend that you contact our Technical Team who can investigate your system when you are experiencing the slow speeds that you have mentioned. Kind Regards, Europasat Team

Posted 10 years ago

“Seem to be spending a lot on very little bandwidth and frequently broken signal.”

Helpful Report

Posted 10 years ago

Hi Martin Thanks for taking the time to respond to our survey. The speeds you are receiving could be due to the amount of people on the network at any given time as this is a shared network and for this reason, we cannot guarantee any kind of headline speeds. This is also why your speeds are lower during the late afternoon till late at night simply due to the amount of people using the bandwidth. Please also be aware that the services is an up-to service which means the 20MB/s is not a guaranteed speed. This is stated in our terms and conditions which can be found at: https://www.europasat.com/support/about-us/terms-conditions/. If you have particular concerns, can we ask that you call our Technical Team when you are experiencing the particularly slow speeds and they can investigate for you. Kind regards The Europasat Team

Posted 10 years ago

“After our initial contact with the company, which was very positive, things rapidly went downhill. We purchased a system and the fitter damaged our wall, although this was repaired by Europsat, however they then decided they could not accommodate our requirements and terminated the contract with us. We found them a difficult company to work with, some of their customer service employees were not very helpful, we ended up with no system and out of pocket by £75. Not impressed, look for other options.”

Helpful Report

Posted 10 years ago

Hi Claire Thanks for taking the time to respond to our survey. We believe that the system was not fully installed as you did not agree to the extra charges for bracketry as it was a non standard installation. Kind regards The Europasat Team

Posted 10 years ago

“Unfortunately there was no urgency around my lack of connection and the gentleman at customer services was not helpful in fact he was borderline rude. He used expressions like I'm trying to help you in a very abrupt tone and argued with me that the connection I recieve is good when I have been complaining about poor, slow, unreliable connection since I joined Europasat. I challenged him to come to my home and witness it for himself. I am still waiting for the new cable to be fitted! I am very disappointed in the service I have received from Europasat. Perhaps some training in your customer service department around how to manage a customers complaint and expectations without getting defensive and rude would be a benefit.”

Helpful Report

Posted 10 years ago

Hi Hazel. Thanks for taking the time to respond to our survey. We would encourage you to contact our Technical Team if you have any concerns regarding your service. They will be able to process any invoice regarding replacement cabling. Kind Regards, Europasat team

Posted 10 years ago

“Once your 10/25/50 etc GB has gone (that happens very quickly with studying kids) you must buy 1 GB block downloads. The price per 1 GB is INSANE. It's like 50 GB for € 69 and each GB more another € 10. NEVER AGAIN!”

Helpful Report

Posted 10 years ago

Hi. Thanks for taking the time to respond to our survey. Our volume booster charges are dictated by the satellite owner. Where possible, larger tariffs are available to ensure that you do not exceed your monthly data allowance. Kind Regards, Europasat Team

Posted 10 years ago

“Satellite broadband is sadly a must for me as I live in the country where there is no landline Internet connectivity. The service I receive is hugely over-priced and extremely frustrating. Connection is slow during the day and generally painful (to non-existent) during the evening! I cannot wait for landline Internet to reach my house so that I can make a switch.”

Helpful Report

Posted 10 years ago

Hi Neal Thanks for taking the time to respond to our survey. We cannot see a recent speed test performed on your system which has been with a computer connected to the Tooway Modem. Please can you perform our test at http://speedprobe.skylogicnet.com on a computer with a direct connection to the modem. Our Technical Team will be able to analyse your situation further when these tests have been performed. Kind regards The Europasat Team

Posted 10 years ago

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week

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