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Internet

Can I do my own Internet installation? 

In the vast majority of cases, we recommend that you entrust your Internet installation to our engineers. What’s more, installation is free when you subscribe to our Internet GiGA package. What’s not to like? Not only will our expert engineer install all the hardware you need, but they will also test your connection to make sure everything is working properly throughout your home. They can also give advice on how to optimise your connection and answer any questions you may have.

We strongly recommend that you leave your Internet installation in the hands of our engineers. Their expertise will guarantee the best possible installation. For example, you may be wondering about the ideal location for your modem, or whether you need to install repeaters to ensure good network coverage throughout your home.  We attach great importance to the quality of our services, and want to make your life as easy as possible! By choosing an expert, you get the benefit of a reliable and efficient installation. This will ensure a smooth, hassle-free Internet experience.

If you absolutely must do the installation yourself, we advise you to speak to our staff by telephone on +352 499 466 888. They will do their utmost to help you and meet your needs.

Can I do my own Internet installation? 

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Our products terms and conditions

Introduction

Eltrona’s services are intended for private use in accordance with the general and special conditions. All prices include VAT. Unless otherwise stated, the Eltrona modem and box are not included. For more information, visit our website: eltrona.lu. Prices and conditions as at 02/01/2024.

Internet

GiGA Internet offer – Limited edition from 02/05/2024 to 30/06/2024

The monthly package of €39 includes internet access up to 1Gbit/s and modem rental. This price is fixed for the first 24 months. Starting from the 25th month, the monthly rate will be adjusted according to the pricing conditions in effect at that time. For installations in flats, installation costs are also included in the monthly price. These costs include the technician’s journey and the installation of the modem in the customer’s home. Any equipment required to improve the distribution of the Wi-Fi signal inside the home, such as repeaters or powerlines, will be invoiced additionally. For installations in homes, an installation fee of €220 will be charged unless the home is already connected to the Eltrona network. In this case, the installation costs are also included in the monthly payment. It’s important to note that the contract is non-binding.

Internet S offer

The monthly package of €38 includes internet access up to 100Mbit/s and modem rental. For installations in flats, installation costs are also included in the monthly price. These costs include the technician’s journey and the installation of the modem in the customer’s home. Any equipment required to improve the distribution of the Wi-Fi signal inside the home, such as repeaters or powerlines, will be invoiced additionally. For installations in homes, an installation fee of €220 will be charged unless the home is already connected to the Eltrona network. In this case, the installation costs are also included in the monthly payment. It’s important to note that the contract is non-binding.

Unlimited downloads:

The user is entitled to unlimited use of the Internet services.However, he/she is required to make appropriate use of the services in good faith (non-excessive). Abnormal or excessive use may be defined as such if the monthly volume exceeds 10,000 GB. In the event of non-compliance with these conditions by the user, we reserve the right to send a warning by any means (post, email, sms, etc.) asking the customer to limit his or her consumption. If the customer does not heed this warning, we reserve the right to suspend or limit the customer’s access until the end of the current billing period.

Download and upload speeds:

Download and upload speeds are influenced by various factors, including your computer installation, internal cabling and the possible presence of a router. The speeds advertised are based on cable connections on the Eltrona network.If you connect via WiFi, the speeds obtained may be lower.

TV

TV+ offers

TV+ offers are automatically linked to GiGA Internet. These are contracts with no commitment period. A TV+ offer without Internet is still available exclusively for customers who already have a TV subscription but do not benefit from the advantages of IPTV. More information in the shop or by phone.

Service content:

The service offering is subject to change. The number, nature, and channel of the distributed programs may be at any time modified by the provider, depending on the choice of publishers or broadcasters and the agreements concluded with them. The provider shall not be held responsible for any variations in this offer or its content.

HD/4K :

Works with HD ready or full HD TVs with HDMI connectivity.

Packages:

SKY Cinema, Sky Sport and Sky Fussball Bundesliga packages require a SKY Entertainment subscription. For SKY packages, the contract runs from the date of its signature for the current month (pro rata) and the following 12 months (monthly billing). Unless notice of termination exclusively given in writing within 30 days prior to the expiry date, the SKY subscription will be tacitly renewed on a monthly basis from the 13th month onwards. From the 13th month, you benefit in a flexible way from SKY Entertainment for 15€/month, SKY Cinema for 12,50€/month, SKY Sport for 7,50€/month and SKY Fussball Bundesliga for 15€/month.

Number of boxes:

The customer may subscribe to a maximum of 4 Eltrona boxes.
If the customer has several TV sets and wants to watch TV on each set, he needs one Eltrona box per set.

Availability:

The new TV service is available on all your devices (TV, Android and iOS). Watch TV simultaneously on 2 devices for the TV+ offer, on 3 devices for the TV+ ZEN offer and on 4 devices for the TV+ MAX offer. 1 device = 1 Eltrona box or 1 mobile device.

If the customer has several Eltrona boxes and TV sets at the same address, all channels and features included in the package are available on all Eltrona boxes and TV sets. The customer can also access this content via the TV application.

If the customer chooses one or more options (e.g. Premium French), the channels are available on the Eltrona box but also on the app, except for the SKY options. The SKY options will be available on 1 Eltrona box and only the SKY SPORT & SKY FUSSBALL – BUNDESLIGA options will be available on the app.

VOD :

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

Access:

In Luxembourg, the Eltrona box works on all internet networks.

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

Landline telephony

Unlimited call volume:

The user has the right to use the landline services on an unlimited basis from fix to fix in Luxembourg (national). A normal or excessive use limits may be considered as such if the monthly call duration exceeds 80 hours. In the event of non-compliance by the user, the provider may send a warning by any means (letter, email, SMS, etc.) asking the customer to limit his use. If the customer fails to heed this warning, the provider reserves the right to suspend or limit the customer’s access until the end of the current billing period.

Option towards Europe (5€/month):

This option allows you to call landlines (excluding special numbers) in the following countries:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech, Denmark, Estonia, Finland, France, French West Indies, Germany, Gibraltar, Greece, Guyana, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic, Republic, Reunion, Saint Pierre and Miquelon, Slovak, Slovenia, Spain, Sweden, Switzerland, UK.
Maximum 120 minutes per month. Beyond that, you call at the international call rate. Unused minutes cannot be carried over to the next month. Offer valid for personal use and for traffic originating from a single number.

Option towards Portugal (5€/month):

This option allows you to call landlines (excluding special numbers) in Portugal. Maximum 200 minutes per month. Beyond that, you call at the international call rate. Unused minutes cannot be carried over to the next month. Offer valid for personal use and for traffic originating from a single number.

Pay as you go

This option allows you to call and receive phone calls on your landline to and from mobile and landline numbers at the rate as described in Eltrona’s Price List. Offer valid for personal use and for traffic originating from a single number.

Installation

We offer 2 options depending on your status as a new or existing customer and your offer:

Installation by a technician: when installation requires a visit from a technician, we undertake to arrange an installation appointment within 6 working days of confirmation of your contract.

OR

Do it yourself” installation: by choosing this option, you install your Eltrona box yourself. In this case, your Eltrona box will be delivered to you in a shop or by post within 1 working day of confirmation of your contract.

Mobile

The user has the right to use the mobile services with limits on usage based on the plan specifications. To ensure network availability and quality, plans are subject to a Reasonable Network Usage Policy. Find all our roaming rates here. Eltrona Mobile plans are on the POST 4G network.

Eltrona is not responsible for charges from Premium SMS services. You can unsubscribe from SMS premium services at https://stopsms.lu/.

Repairability Index

The Repairability Index is calculated based on several criteria (availability of instructions for use and maintenance, technical documentation, disassembly of the product, and availability and pricing of spare parts). This information comes from the website indicereparabilite.fr, developed by Spareko, who is therefore responsible for it.

Options for Mobile:

  • 30 minutes calling from Luxembourg to EU minutes for 5€ (1-time or monthly)
  • 100 SMS texts from Luxembourg to EU for 5€ (1-time or monthly)
  • 1GB of data in EU (Luxembourg or EU) for 5€ (1-time or monthly)
  • 5GB of data in EU (Luxembourg or EU) for 9€ (1-time or monthly)

Options can be added to your monthly subscription (recurring) during contract creation.
Visit in-store or call customer service to activate 1-time options or to augment your existing monthly subscription (recurring) on your Eltrona Mobile plan.
Options are not available for MOBILE BASIC plans.

Our promotional conditions

SUMMER DEAL promotion

If you take out an Internet, Duo or Trio subscription between 03/07 and 09/09/2023, we’ll give you the first 2 months’ subscription free of charge, excluding modem or Eltrona box rental. The SUMMER DEAL is valid for any 24-month commitment. As long as the contract is taken out during the promotional period, it can be activated up to 31/12/2023 and still enjoy the advantages described above.