LUXEMBOURG INTERNET PROVIDER

Does Eltrona have its own network in Luxembourg?

• Indeed, we own, maintain and deploy our own fast and reliable network. At Eltrona, we provide ultra-high speed Internet up to 1Gbit/s on our entire network covering more than 85% of the Luxembourg territory.

How does the Eltrona Internet network work? Does it work with fiber?

• Our network is a hybrid network which enables the transport of the signal through the fiber then through the coaxial cable to our customers.

What are the main advantages of Eltrona TV+?

With your Eltrona TV+ you can:

• Watch more than 100 live channels in HD quality at home or on the road (within
  the European Union).
• Make sure to never miss a movie or show again – record and watch at a time that suits you
• Pause/Stop a program and resume it when you are available again
• Save your favorite programs and rewatch them whenever and wherever you want
• Curate your content by ordering extra programming packages directly on your TV
• Review the programs aired within the previous 7 days
• Listen to your favorite radio stations
• Consult your TV guide
• Classify the channels and radios according to your desires
• Search for programs easily - thanks to its intelligent search capabilities, Eltrona TV+ will also suggest your
  favorite programs
• Access the latest movie releases thanks to Video on Demand!

Is the Eltrona Box included in this offer?

• The new Eltrona Box is not included in the TV+, DUO NET + TV+, or TRIO NET + TEL + TV+ packages.
• It's available for a fee of 5€ /month.
• Note: if you own several television units, and wish to enjoy Eltrona TV+ on each unit, you must have one
  Eltrona box per unit.
• up to a maximum of 4 Eltrona boxes.

Which devices can I use to watch TV?

• Eltrona TV+ works on your TV and mobile devices (Android and iOS).
• Watch TV simultaneously on 2 devices with the TV+ package, on 3 devices for the TV+ ZEN package, and 4 devices
  with the TV+ MAX package.
• 1 device = 1 Eltrona box or 1 mobile device.

What languages does the Eltrona box support?

• The Eltrona box supports German, English, and French.

In which countries can I use the Eltrona Box and the Eltrona TV+ application?

• In Luxembourg, the Eltrona box works on all internet networks.
• The Eltrona TV+ application can be used in the following countries via Wi-Fi, 3G, or 4G internet connections: Germany,
  Austria, Belgium, Bulgaria, Cyprus (except the Turkish part and the UN neutral zone), Croatia, Denmark,
  Spain (including the Canary Islands), Estonia, Finland, France (including French Guiana, Guadeloupe, Reunion,
  Martinique, Mayotte and the French part of Saint-Martin), Greece, Hungary, Ireland, Italy, Latvia, Lithuania,
  Luxembourg, Malta, Netherlands, Poland, Portugal (including Madeira and the Azores), Czech Republic,
  Romania, Slovenia, Slovakia, and Sweden.

Are my recording stored privately ? And can I access my programs
through my mobile application ?

• Yes, you can record your programs privately and access them through both your
  Eltrona box and your application on a smartphone or tablet.

How do I install my box, if I choose to do it myself ?

Installing the Eltrona box is very simple:

• Plug the Eltrona box into an outlet in your home with the cable included in the box
• Connect the Eltrona box to your modem via the Ethernet cable included in the box
• Connect your Eltrona box to your TV via the HDMI cable provided.
• Turn your TV on and start watching!
• We’ve provided tutorials on YouTube to help you with your installation : eltrona.lu/tvplus-installation

How do I install the application ?

Installing the application is equally easy.

• In the Eltrona box menu, select 'Mobile devices'
• Download the eTV+ application from the App Store (iOS) or from Google Play (Android)
• Scan the QR code within the app (
  not just with the phone’s camera)
• Now you’re logged in! Start watching on mobile!

In the programming guide, will the order of channels change based on the choice of language?

• Yes, the order of channels changes based on which language (German / French) you select.
• If you change the order of channels on your Eltrona box, the order of channels will automatically be changed on your
  application (and vice versa).

Does your recommendation engine improve in quality based on the programs you watch via your Eltrona box
and via the application?

• The recommendation engine is only influenced by the use of the Eltrona box –
  not by the use of the application.

In which languages is VOD available ?

• VODs are available in their original language (mainly English), German and French.
• Once rented, VODs are available for 48 hours (excluding adult content which is available for 6 hours).

On which televisions are my features available?

• If you have several Eltrona boxes connected to several televisions at the same address, all your channels and
  Functionalities in your packages are available on all your Eltrona boxes and connected televisions. You
  can also access your content via your smartphone or tablet using the application.

• If you choose one or more extra packages (for example, Premium French), these channels are available on
  all your Eltrona boxes, as well as your smartphone or tablet via the application, with the exception
  of SKY packages. SKY packages are available on 1 Eltrona box and only the SKY SPORT SPORT &
  SKY FUSSBALL – BUNDESLIGA packages are available on 1 application.

How can I benefit from the latest evolutions in Sky packages?

On 14/07/22, Sky Sport MIX HD, Sky Sport Premier League HD and Sky Sport Golf HD will be added to the Sky Sport package.
From 31/07/22, Sky has decided to stop transmitting the channels Eurosport 1 and Eurosport 2.

From 02/08/22, the new Sky Showcase HD channel will be added to the Sky Entertainment package. Sky Cinema subscribers will also benefit from the HD-upgrade of Sky Cinema Fun HD and Sky Cinema Classics HD.

Are you a TV+ customer? You have nothing to do. These changes will happen automatically as soon as you turn on your box.

You don't enjoy our latest TV+ technology yet? Then you will not be able to take the most of these new channels. You can now get TV+ by visiting one of our shops or by subscribing online.

My channels are not appearing in the order I want them to. What should I do?

If your box is set to French or German, it should prioritize the order of your channels based on those 2 languages. If this is not the case, you can try resetting the order of your channels by accessing the Channel Order setting on your Eltrona TV+ box and clicking the yellow button at the bottom of your remote control, #13 on our quick start guide.

What are Eltrona mobile services?

• Eltrona mobile services are part of our diverse telecommunications portfolio which includes Mobile, Internet, TV+, and Landline. Our mobile services are on a modern 4G mobile network.

Can you tell me more about your mobile plans and the available options?

• We’ve removed all the extra “fluff” in our packages to bring you the best data limits in Luxembourg. f you want even MORE DATA, however, you can add it on a monthly or one-time basis – as well as minutes and SMS. ou can add any of these options by calling our customer service, visiting in-store, or adding them to your contract when you subscribe. These options may be added to any subscription, commitment-free, except Mobile BASIC.
• The options include:
  • 30 minutes calling from Luxembourg to EU minutes for 5€
  • 100 SMS texts from Luxembourg to EU for 5€
  • 1GB of data in EU (Luxembourg or EU) for 5€
  • 5GB of data in EU (Luxembourg or EU) for 9€

What mobile network does Eltrona use for this service?

• Eltrona operates on the Post network for mobile services.
• Mobile Data APN settings:
  • APN: web.pt.lu
• MMS APN settings:
  • APN = mms.pt.lu
  • user = mms
  • Password = mms
  • Authentification type: PAP
  • MMSC = http://mmsc.pt.lu
  • MMS Proxy= 194.154.192.88
  • MMS Port = 8080

Can I keep my existing mobile number?

• Yes! Like any operator in Luxembourg, we can port your number from your old carrier to our service at no charge. The process usually takes 1-3 working days. Meanwhile, you will have a temporary number to be able to use our service.

What lengths of contracts do you offer?

• We have month-to-month (no commitment) contracts or 24-month contracts (ONE).

How do I know which plan I have and how much data, calling, and messaging do I get with it?

• The mobile contract you signed should indicate the amount of data you have access to, as well as the number of minutes, SMS, and MMS your plan includes. You can also check your contract type by going to “My Eltrona” and logging in with your customer details. All current mobile packages and their data, voice calling, SMS, and MMS limits are described on this page.

What does “Billshock Prevention” mean?

• Billshock Prevention protects you from using more of your National + EU (zone 1) data once you go so far over your subscription limit that your additional charges reach 50€.
• If you want to continue using data beyond your limit, you can call and ask to be unblocked. Any excess charges will show up on the following bill, and you will be required to pay them. You may also choose to add a 1-time data package as an option.
• Billshock prevention is only valid for data used in zone 1.

Can I use an eSIM?

• Currently, we do not yet offer eSIM.

Is my phone under warranty?

• Yes! If you buy a phone through Eltrona, all mobile devices have a 2-year warranty. Accessories (such as chargers) have a 6-month warranty.

Can I switch to a different plan if I’m already an Eltrona customer?

• Yes – if you are an existing Eltrona customer on a no-commitment contract, you can switch to another contract. If you have a contract with a device commitment, you can switch as soon as your contract is over or pay for the remainder of your device commitment to switch. If you had a discount on your previous commitment and wish to switch early, you may also be required to pay for the discount on the previous contract.

Do I have voicemail, call forwarding, or caller ID?

• These features may become available in the future. Our plans are designed to be straightforward, simple, and affordable.

Do you use a 5G network?

• Currently, our mobile services use the 4G signal. We provide attractive mobile plans on readily available networks. Once 5G becomes widely available, we will offer 5G.

Can I use my data, minutes, or messages in other countries? What about calling or texting other countries from Luxembourg?

• Unless otherwise specified, you can use your minutes to call any number (mobile or landline) within Luxembourg and the EU, and you may use your SMS units (1 SMS = 1 unit) to message mobile to mobile within Luxembourg and the EU, too.
• While roaming in the EU, any data, minutes, or messages included in your package may be used EU to EU (including EU to Luxembourg), too.
• For calls and SMS towards numbers outside of the EU, and for roaming outside of the EU, calls, SMS, and data will be charged based on zones, outlined our price list.

What happens if my SIM card is lost or stolen?

• Our mobile conditions detail how to report a lost or stolen SIM card. Rest assured that from the moment we register your alert, your SIM will be blocked as soon as possible to avoid incurring charges for which you are not responsible.

What happens if I forgot or lose my PUK code or SIM code?

• Please call Eltrona customer service or come to our shops to find your PUK or SIM code.

Why do you need my ID to sign up for a mobile subscription?

• This is a legal requirement.

How long do I need to cancel my contract?

• Most of our contracts have month-to-month options. If you’re a month-to-month customer, you can cancel at any time with no charge. You must cancel before the 15th day of the month to avoid being debited for the following month. Please refer to our general terms and conditions for guidance on how to cancel.
• If you’re on a 24-month contract with ONE, please refer to our general terms and conditions, found on our useful documents page.

Why was I invoiced for an SMS premium service?

• There are some companies which provide subscription services by SMS (such as weather, horoscopes, etc…). Once you have subscribed to these services, you are invoiced for each SMS received. As premium SMS are managed by third-party publishers, Eltrona cannot intervene by blocking these services.

How can I stop my premium SMS Services?

You can unsubscribe from SMS premium services by following these instructions:

• Please go to: https://stopsms.lu/
• Fill in your phone number
• Click on the link you will receive by SMS
• Choose the services you’re interested in knowing more about (to request blocking/more details)