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Ordered fiber and have had 4 appointments to try and get fiber installed.. still ongoing

1st appointment: Nobody showed up nor called

2nd appointment: They sent an technician to install but sadly, they first had to activate the fiber and then install it at our place. So a failed installation.

3rd appointment: The technician who can activate arrived and did activate the fiber for the building.

4th and last appointment, normally, and of course, nobody showed up nor called. I actually even got called by technician the day before and asked if he can come in the morning where I said its fine. Come the morning and he told me that the assignment to install fiber at my place is set to someone else. In the mean time, I’ve had 2 useless support agents telling me that a ‘team’ will surely come. I’ve heard the same line for the first day where they did not show up. And at the end of the day, the last agent who answered finally told me that the technician apparently did not know about my appointment. 

It is 2023 and it’s so hard to communicate to the client on the status of the appointment. So now I apparently have to wait to be contacted to plan another appointment. What a joke

FYI: The Proximus forum employees do not visit here during the weekends, but because the PX forum employees could investigate this further and provide more information, please note in your →  Forum Profile (while you are logged in) as much (private) customer data as possible ( if this has not happened yet), (in the "Ticket" field you can state specific/private info regarding your question), private fields are only visible to Proximus employees! Finally, click on "save changes" at the bottom and also report here as soon as this has happened.

FYI: The Proximus forum employees do not visit here during the weekends, but because the PX forum employees could investigate this further and provide more information, please note in your →  Forum Profile (while you are logged in) as much (private) customer data as possible ( if this has not happened yet), (in the "Ticket" field you can state specific/private info regarding your question), private fields are only visible to Proximus employees! Finally, click on "save changes" at the bottom and also report here as soon as this has happened.

Done. Not much to investigate here.

The installation of the white fiber box is already done. So is the fiber activation, normally.

I just need them to put back the internet box+ (they already installed but took it back as it wasn’t working with the deactivated fiber, company protocol he said), the newer modem and wifi booster+.

If they’ll make me wait at least a week for that..

We can wait and see what the Proximus moderators receive as feedback from the responsible specialists in this matter!

Has Proximus not appointed you a business contact person who can further escalate this?

I get to contact their business support but they mostly lie saying they contacted the technician and he’s coming. Then at the end of the day, the excuse was that the technician did not know he was supposed to do my installation.

Today they said that I have to wait up to 5 working days so I get contacted, just to plan another appointment.

I have to setup a server for Monday. Tough luck.
Very disappointing support for businesses. Not even any incentives for these.

Hi @Syntacks I’ve asked the Dispatch Team to check this and contact you ASAP. Kind regards, Heidi

Thank you @HeidiE 

Still nothing @HeidiE 

Asap is minimum a month waiting perhaps?

@Syntacks I’m sorry we didn’t contact you yet, escalation procedure has started!

Thanks @HeidiE. Waiting for the escalation to work has started!

Hello @HeidiE 

The escalation did work wonderfully and I had the chance to be in contact with a very competent person. He quickly planned their technician’s visit, who also are very capable and managed to fix the first technician’s horrible work. That first same technician who also ‘accidentally’ cut my neighbour’s internet cable…

The person who I got in contact with also made sure that the last technician needed would be sent very urgently. And not in 2 weeks which Proximus initially planned.. He followed it up swiftly and thus now I finally have my fiber connection.

Thanks again for the help and have a great week!

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