Two weeks ago, on Sunday 30 March 2011 Luxembourg profited from an extremely warm Spring day. On the same date Luxembourg Online lost a loyal customer that has done more to improve their quality than their entire customer service department, called notoriously “Service Contentieux”.
From old experience I recorded the signal level of the Motorola router and later the log files.
As a positively thinking person, I expected the service break to be temporary. It was not. In the last two weeks, Luxembourg Online using Eltrona cable network has been many times offline in Kaltreis during the sunny hours of the day. I really did not expect it to happen so quickly. This brought many puns to my mind when looking at the blinking leds of the router: Luxembourg Offline, winternet service provider, snow surfing from November to February.
On 31 March I signed a 12-month ADSL Flat Solo contract with Orange and had the first contact with their sloppy (unfortunately) marketing staff, promising immediate activation and a free WiFI Router when walking out of the shop. None of the two promises was true – the delivery time is 4-6 weeks. I hope their technical service will be better than their marketing – otherwise I will have to start still another consumer blog...
Economically changing from Luxembourg Online to Orange will be worth the effort. The monthly subscription will drop from €28 to €26. Orange will provide me with a free Zyxel WiFi router and a technician's visit. In the ADSL Solo there is no need to subscribe a PT telephone line – even if they use the PT infrastructure - which was the main reason I opted for Orange. And finally as a cherry on the cake, I can cancel the Eltrona cable television subscription. In 2010 this was as much as €186.08 per year (corresponding to €15.51 per month), including €57.10 + VAT for authors' rights.
Of course, the main reason for switching the service provider is not only economic. The Luxembourg Online service to this address is simply unreliable and their customer service, I cannot help repeating Service Contentieux – not too far from Service Contagieux, behaves arrogantly.
