Eltrona Reviews 44

I have had internet for over 15 years with several providers, and I have never experienced such a poor service as with Eltrona. If zero stars were possible, that’s what they would deserve.

This year alone, I have had around 15 to 20 outages. An internet connection that fails this often is simply unacceptable.

What is even more frustrating is that their network status page often shows no issues, even when the service is clearly down.

On top of that, they cannot even manage to send monthly invoices in PDF format consistently.

Overall, this is by far the worst internet provider I have ever used. I strongly advise people to stay away.

If you are planning to work from home get ready of connection break down without any prior information

There are constant outages. This is the second major one in six months. They don't communicate transparently.
When it comes to collecting money, they’re quick and punctual. Support hangs up on my calls after 8 p.m. First I get a dial tone, then the call gets cut off; if I do get through, I have to hope the person speaks German or English.
If you then ask for your data volume to be increased so you can work, that’s only possible for a fee. As soon as I have internet again, I’m looking for a new provider.

I would give -100 if I could, but since I can’t so 1/5 it is.
I had my installation in October but the internet never got activated. And after calling them& visiting them in customer center countless times I decided to cancel the contract. That was not easy too. I called them they dropped my calls and they finally answer to my email after almost a month and then they sent me invoice for November and October which was direct debited from the account. I went to their customer center to return the modem and ask for refund (I sent them email also), they didn’t refunded yet and now they have sent me invoice for December and I still haven’t refunded for November and October.

To Eltrona:
I DIDN’T get the INTERNET. It was never activated because you couldn’t get it activated. I called you guys for 3 weeks and spent hours going back and forth to your customer center and then I called for cancellation, for which you dropped my calls and then I wrote the email for cancellation for which you replied after a month and then sent the invoice for November
And Eltrona is charging me with 3 modems. I returned all of them because none of them worked. Check with your customer center in Belval. And it was not me who asked for 3 modems. It was replaced by your company, it’s not like I got all 3 at once.
REFUND!!!!

To put it briefly, Eltrona has demonstrated a serious lack of competence, and the CEO and management should be embarrassed by the level of service they deliver. You should even replace your slogan ‘GiGA compétent’ with ‘GiGA incompétent’.

I am extremely dissatisfied with Eltrona. My internet has been down for weeks and is still not working, yet there has been no proactive contact from customer support at all.

It is almost impossible to reach anyone by phone or email, and there is no way to track the status of my incident or know when it will be resolved.

I explicitly requested an escalation to management but so far there has been no response or communication.

I also asked to cancel my subscription and even for this I have received no reply.

This level of service is unacceptable for an internet provider, and I cannot recommend Eltrona to anyone.

@eltrona MARKETING
Je n’ai jamais été recontacté par votre service client. Je pense qu’une enquête interne s’impose et qu’il est nécessaire d’alerter la direction ainsi que le CEO. Vos service font preuve d’une grave incompétence : j’ai demandé la résiliation de mon abonnement car l’activation de ma box ne fonctionne pas, il s’agit visiblement d’un problème connu chez vous, et à ce jour je n’ai reçu aucun retour de votre part.
Je souhaite porter plainte contre votre société car, malgré plusieurs semaines d’attente, ma ligne n’a toujours pas été activée. Cette situation est inacceptable et me cause un préjudice important, d’autant plus que votre service client n’a fourni ni solution concrète ni délai de résolution fiable. À ce jour, je n’ai jamais été contacté par vos équipes, ni par téléphone ni par email.
Si vous souhaitez réellement traiter ce dossier, je vous invite à demander à votre service client la liste des nouveaux abonnés confrontés à des problèmes d’activation depuis plusieurs semaines et à remonter ce dysfonctionnement à la direction ainsi qu’à votre CEO.
J’ai demandé à votre service client que mon dossier soit remonté à la direction et au CEO, mais à ce jour je n’ai reçu aucun retour.

@eltrona MARKETING After being without internet for a month, I received a call from customer service unfortunately not about my issue, but to ask if I was interested in your giga internet offer. I explained that I’m already a client, yet my line still hadn’t been activated after more than a month... really unbelievable

Anyway, the problem is now solved. I subscribed online to another internet provider on Tuesday, and my connection was up and running by Friday. It took only four days, and everything went smoothly with the new provider.

10 December 2025, I’m still waiting to be contacted by your service regarding the cancellation of my contract and instructions on what to do with the Fritz!Box…

Contacting the customer support is absolutely impossible:
- Email: no reply, after 4 emails sent and 1 week passed
- Phone: 15/20 minutes of wait, then they say they rotate your request to another department, and then the call ends
- Website contact buttons: do not work

After hours wasted trying to call or contact them, I sent an email explicitly requesting to cancel my contract. In any case I'll not pay future bills as I've already expressed my intention of interrupting the service, even if they'll not acknowledge that.

To avoid completely. Moreover, the internet is not stable and slow.

Just horrible customer service! The people on the phone are friendly enough, it's not their fault, but the actual service is really bad.I am having difficulties to get my tv reconnected, and there was no willingness to help fix the problem. This had been going on now for two weeks. Nobody was able to help, no reaction to my mails except an automated reply that they would call me back (which they never did) ) until finally today one man was very helpful today, and saw to the problem being fixed today ! Thank you Mr. Yves!

The client service is not effective. You need to print and fill papers in advance, send them and only then to return to the shop. You cannot come to the shop from where you pick up modem because they send you home as it is different department. But after the paper filling then you need to go to the same shop. Also, they are not responsive via email and send mails instead of emails. That is not environmentally friendly, not it is effective communication.

After more than 6 years of awful quality Internet service providing (mostly because of lack the alternative here in Luxembourg). I finally got out of comfort zone and decided to stop that abusive and horrible internet service providing from Eltrona. Reason, my wife forgot to pay February bill despite rappel, and without additional warning they cut our internet service and charged us the amount due plus 15€ additional for inconvenience. Ok fair enough. We paid and sent them the payment proof and asked the internet reconnection but they said that since the service is interrupted we must also pay the current month despite we're in the middle of the month. Meaning we're being doubled penalized for missing one months payment. All this while we're still waiting for them to check up our frequent internet service randomly shut down at night for quite some time now without being financially compensated for that.
They are lion when it come to bill charge and cats when it come to internet quality service and customer care. Eltrona never again.

Well in advance, 3 weeks actually, I informed Eltrona of plans to relocate. Avery friendly operator set up the process which included the appointment with a technician for the installation/activation of the Internet line at destination. The day comes, Monday 27 January 2025, but no show up. I called help line where they couldn't explain where things went wrong. Another appointment scheduled for Wednesday 29. A call at 9 am announces they want to reschedule to the day after. Be smart next time, customer service, and try to reschedule a client you have not failed in the past 24 hours. Shape up!

Update after your reply. I have already contacted you this morning and demanded that you show up today as I took enough time off work already for the installation. Show up this afternoon to prove your service level ambitions!

Dear Elteona Team. I sent you 2x an email. Never got an answer. We are not good enough as a client. We are paying every month the charge and when we have a request, no answer. Sorry one more point to quit!!!!!

Merci Steven Service Client! Service impeccable!

Not true when they say you can cancel the contract at anytime with no strings attached. They'll put you in court even though you paid them beyond the final month and returned their internet boxes. Paying for what I'm not receiving.