Proximus Reviews 

I was upset with my experience with setting up my fiber connection with Edpnet/Proximus.

I ordered the installation more than two weeks before my move. The first time the technicians came, Edpnet/Proximus had forgotten to reserve the parking space in front of my flat. Therefore, my appointment had to be postponed by another week. Instead of apologizing for this mistake, they put the blame on me stating the "client was not ready". I had been waiting for 6 hours for the technicians, working from home using my mobile data.

The second time the technicians came the installation went smoothly and the technicians were very nice to me.

However, I still had to book a third appointment to get the router, because Proximus (the parent company that installs the fiber cable) is not authorized to give you the router form Edpnet (Proximus' subsidiary). I find it absurd that they cannot do the whole installation in one go.

Long story short, it took them 38 days, several email exchanges and phone calls, and 3 appointments to install my internet. Because I had to work from home using my mobile data three times while waiting for their technicians (that might show up sometime between 8 am and 5 pm), I incurred over 40 euros of additional charges outside my plan. In total, I wasted about 20 hours waiting for the installation.

I wrote to both Proximus and Edpnet several times to complain and simply asked them to reimburse the additional fees I incurred because I had no choice but to work from my mobile data while waiting for my appointment. Clients are essentially on house arrest when waiting for the technicians, because if they came and you don't answer the doorbell with 5 mins they charge you the total cost of the visit. I gave them feedback to point out the fact that the client should know a few days in advance at what time roughly the technicians are going to come by.

They never apologized for the delays and refused to reimburse the additional fees because "they are not responsible for any fees incurred my a third party". I don't think that this is an acceptable way of treating their clients.

Bad internet connection, bad service, too much money

No one use Proximus juste close this Company Proximus its jock and not funny

The service is simply not existent and for three times the IT person was supposed to arrive to fix the Internet and it never came.
This company should simply not exist and it is curious to see how they manage to still have clients.

No internet for 6 days, waited for the technician to arrive to fix our modem. On the day when the technician is scheduled to come to our home, we received an sms that he/ she has passed by our house but no one was at home. Of course we were at home waiting for hours for this technician who never arrived! . What a poor service - making clients wait for nearly a week to get back their internet connection, and then coming up with a reason that does not sell ! Proximus, it is time that you listen to the voice of your customer !

Worst service you can imagine, since 3 weeks with no internet connection. We are a home company with unlimited package more than 5 years client. Our support ticket is treated with carelessness, support ticket hanging with no progress. I think in Africa they respect their client more. I will go with another provider

I had Proximus home internet service in Brussels for some time. I received a letter telling me that optical fiber was available and I could upgrade at no cost. No charge for the technician visit, no change to my monthly rate. So I went to the link to sign up. Sorry, you can't do that.

So I contacted customer service. I was told it would work now. I tried and again was told I couldn't do that.

I contacted customer service again. Again I was told it would work now. I tried again, and was able to schedule an "appointment" (actually a 4-hour window) for the upgrade.

Then I received an e-mail confirming the appointment. It had an attached PDF document, and hidden in the document was the reality: Proximus would charge me €59 for the technician visit, and increase my monthly rate by about 10%.

I contacted them saying I was not interested in the upgrade under those terms. For a long while I heard nothing back from them. I contacted them asking for a response, and was told they'd already responded. I replied that I had not received a response and asked for the response again. For another long while I heard nothing back from them.

Finally the date of the appointment drew near, and I contacted them again demanding an immediate confirmation in writing of the advertised terms or a cancellation of the service. The day before the service I received a response saying that I should contact them after the upgrade to have the charge removed and my monthly rate set back to what it is currently.

Since customer service had been completely unable to get me the advertised no-cost upgrade, I didn't trust them to do any of that. I also thought I had already wasted enough time and effort on this.

I tried to cancel my appointment, but you can't do that. You can reschedule your appointment, but that doesn't actually work. So I canceled my service. That actually worked.

Proximus really knows how to rob a client. The phone bills are very expensive the moment you go over your package even for 500MG of data, which they charge 60EUR for! It's absolutely ridiculous and a sleazy way to rob clients. Unsubscribing! Zero trust to this company!

Worst service ever. They stop my contract saying that I had requested to change operator.. I never did that! When I said I didn’t ask to stop my contract they almost told me that that I was crazy, incompetent and impolite customer service. I was obliged to change provider and go to telenet because they were unable to reactivate my contract, when I had no intention at all to change. Unbelievable, Never seen anything worst!

Terrible experience with the chat and call center. They are délocalisés in Morocco and people on the phone cannot help at all. You wait 20 min and then they ask only what s your name, DOB, etc and then no solution to the problem. Not a single email address on the website, only referring you to Q&As… very sad Proximus changed its client strategy few years ago. Pricy and not helpful. They even sent a technician while I told them on the phone I was abroad! So unprofessional.

They should win the worst customer services prize.

The mobile network is appalling and disastrous.
Really proximus stood as a winner against my patience.
The mobile network is not all reliable and prompt but prompt in billing and auto debits.
Needs to introspect and company is liable for our agony and valuable professional and personal time we lost..not one time ..several times.

Worst service EVER. Please do not do the same mistake I did and choose another provider.
Not only is this the most expensive one, but they also have a nonexisting customer center, where you have to wait in line for hours and when someone finally answers, they can never solve your problem because it's not their responsibility.
My experience was dreadful, as I moved to a new place, scheduled an appointment for them to install a modem. First, they came at a different time than scheduled, they just rang the bell and did not even wait 10 seconds for me to go and open the door.
They obviously claimed I was not there, and that they came at the right time, which are both lies.
Now I am left without any internet connection at home, where I can't even work.
So I really recommend ANY other internet provider, I am certainly canceling the contract asap.

One star is too much for their extremely bad service. I have to explain them my problem again and again for a month already. We notified them about our movement and asked to stop the contract on 30th of June, but instead they cut it off immediately on 15th of June by mistake. Restoring the internet became a tricky thing and required from us quite a few calls and visits to their office. After 2 weeks (!!!) we still did not have any internet.

After that before moving we returned the router and office workers said that's it, we don't have to do anything else. But imagine us getting a new bill for the next month!!! With additional payment of 26 euro!!! For 2 weeks when we did not have internet at all because of Proximus's fault!!!

Support is terrible, they can suddenly end a call or call you "Dummy" in an email instead of your name. It is never possible to contact exact person who reach you out by email or phone. Every time you have to send a new request.

We still wait for our problem resolution. We got no service and have to pay for it twice on the top of that!

This is by far the worst company in Belgium I have ever had to face in terms of customer service. They are lucky they have a legacy monopoly but if you can avoid it by all means do so!

The worst company. Always sent the wrong bill or new issue to solve every single month. Of course, you don't want to pay extra than what you signed up for and when you ask for the correct bill/info it is like you have to beg for it. Support is not willing to answer any question - hung up calls / don't reply on Live Chat or at least take you half a day to get an answer which should be easily found on their system and should have been sent to you correctly from the first place! Would like to give it minus stars cause 1 is 100 times way too good for the service!

Lie after lie after lie after lie. Staff should be ashamed to say they work with Proximus. Belgium should be ashamed to have such a company.

Stay away from
Proximus.

is the WORSE EVER customer service I have ever faced in my life. The employees are extremely unprofessional, rude, careless and unhelpful in every meaning of its words. The legal authorities of the Belgium should take strict action against these type of unethical companies who makes the citizens of the county helpless and scam their money with extreme bad services and ethics. This ruins the country’s image and will reflect internationally and locally leaving the public not trusting the system which is in place.