General

About the Company

  • In Compliance with the Law 34/2002 of the 11th of July, of services of the Information Society and Electronic Commerce we inform you that: The Corporate name of the Company is Europa Network Consorcio, S.L., CIF B97273668 and registered office at Avenidade Las Cortes Valencianas nº 41 1G, C.P. 46015 Valencia (Valencia), registered with the RegistroMercantil de Valencia en el Volume 7482; Book 4783; Section 8; Page V89884.

To contact us, you can either:

Telephone: 965796736
Email: info@europa-network.com
Postal Address: CONSORCIO EUROPA NETWORK SL
Carretera Cabo La Nao-Pla Nº81
C.P. 03730 Javea (Alicante)

About the Website

  • Consorcio Europa Network, S.L., from here on EN, reserves the right to modify at any moment and without notice, changes or updates of information contained on their website or in the configuration and presentation of this. EN does not guarantee the absence of errors in accessing the website, in its contents, or updating of this.
  • Our website uses cookie to offer you a better service. If you continue to browse, we consider that you accept the use.

Liability and Data Protection

  • EN is not obliged to respond in any way for the damage or loss caused to the customer or third parties or the loss of income that comes from errors, defects or interruptions of service, caused by the customer or for reasons that our out of the control of EN.
  • EN will respond in the cases of interruption of service, not attributable to the customer, returning to the customer the apportionment of the services that could not be enjoyed at that time. The periods have to be justified by the customer on the system. No claims will be processed if there are not incidences reported by the customer and EN was not knowledgeable of it by other means.
  • If EN believes that a customer is using the service against the integrity of the Network and degrading it, EN can use any method to continue their duty of preservation. It is completely forbidden to manipulate the equipment supplied;in which case the customer will be penalized.
  • The customer will not be able to transfer or assign their contractual position with EN to third parties, without the consent or written approval of EN.
  • EN can transfer the service to third parties, and the customer will be informed.
  • The customer authorizes EN to use all necessary data in the process of preassignment and activation of all telephone numbers, maintained with the provider in accordance with the “Ley Orgánica 15/1999 de 13 de December, de Protección de Datos de Carácter Personal”. EN will keep in private and confidentially all data and can also have access to them.

Payment methods

  • Valid payment methods are: Direct Debit or charging credit/debit card. On the monthly invoice, all the services are prepaid, with the exception of call charges which are post-paid

Non payments

  • Any delay or lack of payment for services may lead to suspension of services until payment occurs. EN will contact the customer is there are any problems with payment, so that the customer can rectify and make payment of the invoice. EN will take all necessary steps in order to recover the amounts due.
  • EN requests payment of invoices due and the costs incurred by the non-payment of the customer.

Cancellations

  • The customer has to cancel the service in writing.
  • The period for notifying any cancellation of service, will be between the 1st and 15th of each month. All the cancellations are processed on the 15th. Any cancellation notified after the 15th day of the month, will be processed the following month, the customer will be billed until the end of that month. Cancellation charges and any amount due to date; will be paid by the customer via debit or credit card.

Examples:

-Request for cancellation received on the 12th of July, is billed until the 31st of July.
-Request for cancellation received on the 21st of July, will be processed on the 15th of August, and billed until the end of August.

Payments

  • The customer has a 30 day deadline from the date of the invoice to express dissatisfaction about any charges. An incidence will be opened in the form of a ticket and it will be looked into to see if there is any credit due.
  • After the 30 days have passed after the invoice date, no credit will be issued. The customer is required to look over their invoice in that period of time.
  • No credit will be raised for post & packaging charges, or return postage, this will be paid by the customer.
  • No credits will be raised for bank return charges, the customer will have to accept them.
  • No credits will be raised for loss of service due to the customer.
  • No credits will be raised for equipment (STB, USB Dongle, etc.).
  • No credits will be raised for administration fees (New ADSL, New Line Rental, New Mobile Service, etc.)

Equipment

  • All equipment is preconfigured by EN. No installation is necessary on the customer’s behalf, only to plug in.
  • If the customer has a Smart TV or our TV decoder, it is recommended to use a wireless USB if the router is too far away from the TV.
  • All equipment will be shipped or delivered to the customer once they have been paid for.

Shipments

  • The equipment and Post & Packaging have to be paid for preparing the delivery.
  • Once the delivery is prepared, a text message will be sent to the customer’s mobile phone with the tracking number so that they can track the shipment.
  • The shipments take between 4-5 days in the Peninsula, for the Canaries and other destinations in Europe; the shipments may be delayed a few days.
  • On the 1st of each month, the services are prepaid, of the exception of call charges which are post-paid.
  • The invoices are sent to the bank from 1€. If there is an invoice for less than 1€, it will be added on to the next invoice.
  • The customer has access to view their billing, consumption, etc. from our website.
  • The new services started that month, will be prorated.
  • Any complaints over invoices or payments can be made only for 30 days counted from when the complaint happened. To manage the complaint of the customer, it is necessary that they contact us via email at the address billing@europa-network.com which will be treated with priority.

Cancellations

  • All ADSL contracts are on a 12 month term. Any cancellations before the term has ended will be penalised.
  • All TV contracts are on a 6 month term. Any cancellations before the term has ended will be penalised.
  • All MOBILE PHONE contracts are not any monthly term.

General complaints

  • The customer will contact the relevant department for managing the problem, if after the steps taken by the departments, they have not been able to give them a solution or, if they think they need to claim, they will need to contact complaints@europa-network.com

Jurisdiction

  • In case of conflict, both parties agree to submit to the jurisdiction of the Courts of Valencia.

Services

ADSL

  • The period of time for portability can take up to a maximum of 15 days, although most cases takes between 3-5 days.
  • ADSL is prepaid.
  • The speed that the business offers you over the phone is not 100% guaranteed given that it depends on the availability of the line. We offer the speed according to confirmation from Movistar, depending on the area.
  • If you could not register with the contracted speed, the customer will be informed and will decide if they want to go ahead with an inferior speed or cancel.
  • The wireless router will be shipped once the service is contracted to assure that in the moment of activation, the customer can begin to use the service. If the customer requests the portability request starts once they receive the equipment, they will have to ask the business and once they have received the wireless router, they will have to ring EN to confirm receipt.
  • EN is not responsible for occasional loss of service if the causes are attributable to the customer.
  • Special offers are not cumulative. They are only valid for new customers, once the special offer has ended, the normal price of the service will be applied.

TV

  • There are two channel packages: Free & Premium. Depending on the availability of the channels, the customer will have to consult with the business which channels are included in each package and the price of Premium.
  • The customer can use VLC web player to enjoy the channels without the need of the Set Top Box.
  • The monthly Catch Up service has to be paid, unless the current offer deems otherwise in the moment of the sign up.
  • The Set Top Box does not include an Ethernet cable.
  • Special offers are not cumulative. They are only valid for new customers, once the special offer has ended, the normal price of the service will be applied.

Fixed calls

  • All calls made from Spain to free numbers to other countries are billed. The only calls which are free are calls made to free numbers of Spain, for example 900 numbers (remember 901, 902, … are not free numbers).
  • The use of the prefix 10787 will be used whilst you fixed number is being preselected. The customer has to use it from the moment they are contracted until someone from EN advises them. If they do not use it and their calls go through their previous provider, this is not EN responsibility, it is the customers.
  • For the preselection of the fixed line, the customer has to provide the details (name, address and identification) exactly the same as it appears on the Movistar bill.

Line Rental

  • The customer, who wants to enjoy their line rental with EN, will have to send the contact address from their latest Movistar bill.
  • The activation of the line rental has a processing charge which the customer has to pay to EN and will be informed when the service is contracted.
  • The line rental with EN includes free services like Caller ID, Voice Mail, etc.
  • EN is not responsible for occasional loss of service if the causes are attributable to the customer.

Mobiles

  • For the activation of the mobile service, the customer will have to sign all the necessary documents and provide a copy of their identity document (NIE, Passport, DNI).
  • On receipt of the correct documentation, the portability will be active in 24 hours or maximum 36 hours, provided they are working days.
  • To use the mobile service, the customer will have to have an unlocked phone for Spanish telecommunications operators.
  • EN is not responsible for occasional loss of service if the causes are attributable to the customer.
  • Voice mail is 121.
  • CustomerService is 223.
  • The packages that we offer are not on pay as you go sims, the sims are on monthly contracts.

WiMax

  • The Price of the installation of the service includes: installation and use of the wireless router and antenna. The equipment is owned by EN, in the moment of cancellation the equipment will have to be de-installed or the customer will be penalised
  • On receipt of the correct documentation, the portability will be active in 24 hours or maximum 36 hours, provided they are working days.
  • If the customer lives in a building, they will need to have access to the community terrace or to be able to install it on their balcony, or they will need to have permission from the neighbour community.
  • EN is not responsible for occasional loss of service if the causes are attributable to the customer.