fbpx
EN
+352 499 466 888

Invoices

What happens if I am late in paying my bills?

What happens if I am late in paying my bills?

Are you wondering what to do if your payment is overdue? We understand that this situation can be a source of concern. But don’t worry, we’re here to help. We’ll help you find all the information you need to anticipate and manage this situation effectively.

Eltrona sends its bills out around the 10th of each month. For direct debit payments, debits are usually scheduled around the 22nd or 23rd of the same month. We recommend direct debit for easy bill payment. This way, you won’t forget to pay. For more information on how to pay your bills, please consult our FAQ page dedicated to this subject!

If your direct debit is rejected or you fail to pay, you will receive a reminder by post 7 days after the first payment attempt (i.e. around the 29th-30th of the month). If you arrange a direct debit facility, we will attempt a direct debit between the 3rd and 5th of the following month.

If this second attempt fails, or if payment has still not been made, a second reminder will be sent to you by post a few days later. A reminder fee of 10 euros will be charged.

If no payment is received after this second reminder, a third and final reminder will be sent to you by e-mail. This will inform you that without prompt payment, your connection will be cut off. This means you will no longer be able to use our services.

This will usually take place around the 18th to 20th of the month following the month of the unpaid bill.

Good to know

Check the validity of your direct debit order regularly.  After a certain period, it may become invalid and require renewal to avoid issues with your direct debit payments.

< Back to questions

Do you have a question?

Call me I send an email
photo de lucie

Do you still have a question?

Our team is available when and how you want it

icon du téléphone +352 499 466 888 icon du téléphoneLet's talk
by phone icon des shops Let's meet
in a shop icon du téléphoneLet's communicate
by email

Let's talk
by phone

Call me

Let's meet
in a shop

OK, where do I go?

Let's communicate
by email

I send an email

Let's talk by phone

Fill in the form below with your request

Let's communicate
by email

Fill in the form below and one of our advisers will get back to you as soon as possible.

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, modem and Eltrona box are not included. For further information, please visit our website: eltrona.lu. Prices and conditions as of 30/08/2024.

Internet

GiGA Internet offer

The monthly rate of €39, instead of €49, includes Internet access up to 1Gbit/s and modem rental. The €39 rate corresponds to the rate applied during our limited edition valid from 08/30 to 12/31/2024. This rate is guaranteed for 24 months from contract activation. This is a contract with no commitment period.

A one-off activation fee of €55 is charged for new Internet customers. Existing customers who already have a connection and wish to switch to GiGA Internet, or those moving house, are not affected by this activation fee.

Unlimited downloads:

The user is entitled to unlimited use of the Internet services. However, he/she is obliged to use the services in an appropriate manner (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 (mail, email, sms, etc…) asking the customer to limit his consumption. If the customer does not heed this warning, we reserve the right to suspend or restrict 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. Speeds advertised are based on cable connections to the Eltrona network. If connected via WiFi, speeds may be lower.

TV

TV+ offers

The TV+ offer is automatically linked to GiGA Internet. This is a contract with no commitment period. A TV+ offer without Internet is reserved 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 programs distributed may be modified by the operator at any time, depending on the choice of publishers or broadcasters and the agreements made with them. The Operator cannot be held responsible for any variations in this offer, or in its content.

HD/4K :

Works with HD ready or full HD or 4K TVs, with HDMI connectivity.

Packages:

SKY Cinema, SKY Sport & SKY Fussball Bundesliga packages require a SKY Entertainment subscription. For SKY packages, the contract runs from the date of signing for the current month (pro rata) and the following 12 months (monthly billing). Unless terminated in writing exclusively within 30 days prior to expiry, the SKY subscription will be tacitly renewed on a monthly basis from the 13th month onwards. From the 13th month onwards, you can enjoy the SKY Entertainment package for €15/month, the SKY Cinema package for €12.50/month, the SKY Sport package for €7.50/month and the SKY Fussball Bundesliga package for €15/month.

Number of boxes:

The customer can obtain a maximum of 4 Eltrona boxes per contract. If the customer owns several TV sets and wishes to have TV on each device, he needs one Eltrona box per TV set. Other solutions are also possible with alternative equipment such as Apple TV, Android box, etc.

Availability:

The new TV+ service is available on all devices (TV, Android, iOS and PC). Watch TV simultaneously on 4 screens. If the customer has several Eltrona boxes and TVs at the same address, all the channels and features included in their package are available on all Eltrona boxes and TVs. The customer can also access this content via the Eltrona TV+ application.

If the customer chooses one or more options (e.g. Premium), the channels are available not only on the Etrona box but also on the application, except for SKY options. SKY options will be available on 1 Eltrona box and only SKY SPORT & SKY FUSSBALL – BUNDESLIGA will be available on the app.

VOD :

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

Access:

The Eltrona box works on all Internet networks in Luxembourg.

The Eltrona TV+ application can be used in the following countries via Wi-Fi, 3G or 4G networks: Austria, Belgium, Bulgaria, Cyprus (excluding the Turkish part and the 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, Netherlands, Poland, Portugal (including Madeira and the Azores), Romania, Slovenia, Slovakia, Spain (including the Canary Islands), Sweden.

Landline telephony

It is possible to activate a fixed line in addition to the GiGA Internet subscription for €4 per month. This enables users to make and receive calls on their fixed line to and from mobile and fixed-line numbers at the rates described in the Eltrona price list. The offer also includes various options enabling users to have flat rates for national and international calls.

Unlimited calls to Luxembourg landlines option (€5/month) :

The user has the right to use the fixed telephony services on an unlimited basis from fixed to fixed in Luxembourg (National). Abnormal or excessive usage limits may be considered as such if monthly consumption exceeds 80h of calls. In the event of non-compliance by the user, the Operator may send a warning by any means (letter, email, sms, etc.) asking the Customer to limit his consumption. Should the Customer fail to heed this warning, the Operator 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 Republic, Denmark, Estonia, Finland, France, Germany, French West Indies, Gibraltar, Greece, Guyana, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Reunion, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.
This option includes a maximum of 120 minutes per month. Beyond that, you call at international call rates. Unused minutes are not transferable to the following 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 fixed lines (excluding special numbers) in Portugal. This option includes a maximum of 200 minutes per month. Beyond that, you call at international call rates. Unused minutes are not transferable to the following month. Offer valid for personal use and for traffic originating from a single number.

Pay as you go

This offer allows you to make and receive calls on your landline to and from mobile and landline numbers at the rate described in the Eltrona 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:

Installation by a technician: when the installation requires the visit of 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 mobile services with usage limits based on the package specifications. To guarantee network availability and quality, packages are subject to a reasonable network usage policy. Find all our roaming and out-of-package rates here. Eltrona Mobile packages operate on the POST 4G network.

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

No-commitment mobile options:

  • 30-minute call from Luxembourg to Europe for €5 (invoiced according to subscription: one-off or monthly)
  • 100 SMS from Luxembourg to Europe for €5 (invoiced according to subscription: one-off or monthly)
  • 1GB of data in Europe (Luxembourg or Europe) for €5 (invoiced according to subscription: one-off or monthly)
  • 5GB of data in Europe (Luxembourg or Europe) for €9 (invoiced according to subscription: one-off or monthly)

Options can be added to your monthly (recurring) subscription when you create your contract. Visit a store or call customer service to activate options on a one-off basis or to increase your existing Eltrona Mobile package. Options are not available for MOBILE BASIC packages.

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.