Europa TV - Warning

[moonraker]

We have now been without Internet, TV and catch up TV for 11 days. 
Europa's customer service is absolutely appalling 

Friday 20th nothing from 11.30 til 20.00
Rang Europa, finally got to speak to technical at 14.50, they said it was the splitter box as these go regularly and to go to the Chinese shop and get another one and it should work, he asked me to try and plug the router directly into the phone socket which we did and it did boot up fairly quickly, to which technical said it proved it was the splitter box. Technical hung up and the internet went down again, tried ti ring straight back but guess what.... 1 min past six and Europa was closed!!!!!!!
Sat 21st nothing from  11.00 til 20.30

phoned tech support approx 20 times on Sat with no response!!!!! supposed to be available from 9.00 to 14.00.

Sun 22nd nothing from 10.30 til 21.00
Mon 23rd nothing from 10.00 til 21.15
Phoned Europa took all day for technical to ring back, they finally rang back late afternoon and said they would get an engineer out to check our line but it would take up to 48 hours. It actually took 72 hours. Engineer blames Europa for giving him the wrong contact number and Europa blame the engineer for taking it down wrong!!! 
Tues 24th nothing from 9.30 to 22.00
Wed 25th nothing from 9.00 to 22.30
Thurs 26th 14.00 to 23.00 but the engineer came, said he had been the previous day and checked all external workings and they were all OK....check in our house and informed us it was our router.
We rang Europa to inform them of this and they said they would get another router out to us, by DHL on a 24hr service. I asked did they deliver on Saturdays and was told no!!!! At no point was it mentioned that we we would have to pay anything.
Frid 27th nothing 9.00 til we gave up and went to bed, but when we checked our e-mails (before 9.00) we had an emailed invoice from Europa for 16€ delivery charge. I rang them and asked why as no one had told us we would have to pay anything. the reply was the router is free P & P isn't ...... I was furious 
Sat 28th 8.30 til we gave up and went to bed
Sun 29th the same......
Today Mon 30th no internet from 10.00 several phone calls asking when the router will be delivered, I asked  Europa not to take our Oct DD as Internet & catch up TV is taken in advance and I really didn't want to pay for a service I wasn't getting. Plus they owe me a refund for the down time. They said they have to take the DD because that is th way they do it!!! I asked how can they take money for a service they are not providing and the answer was yet again because that is the way it is. The will take the payment then when we have our internet and TV back up and running they will issue a credit. I said what would happen if I stopped the DD until this was all resolved and they just said they would put it in the hands of their solicitors!! Words absolutely fail me...... We have been in  and out of our locutoria (where we are now) so we can check our e-mails and keep up with family in the UK....

SO PEOPLE BE WARNED......CUSTOMER SERVICE IS NON EXISTENT HELPFULNESS IS A TOTAL ZERO PLUS TRUTHFULNESS.......Hmmmmmmmmm