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Hi,



We try to have a fiber internet access from proximus...

they fixed a first appointment for the installation... we waited during all the day.. nobody arrived.

then they don't know why the installation was failed and they fixed a second installation date..

same story.. nobody arrived...

and yesterday we had a 3rd installation and they promised for this time.

of course classical proximus story.. nobody there.

I called them more than 10 times.. just to understand why they are not capable to do this installation.. but they don't have any idea about the issue..

phone support is just terrible..

I already heard a lot of bad experience about proximus and I think it's something standard with their service.

today I had a last email for a new date.. and I'm sure they will also skip this one.



how is possible ? a national network operator can't follow a basic task, and why the phone support are so unable to help their clients ?



Unfortunately in this building there's only a fiber cable.. and the owner is Belgacom/Proximus..



I staid for 3 days waiting for nothing... and no one called me...
today..

..

4rd rdv !! and again.. nobody on place.



You can imagine.. We spent 4 day.. just waiting a simple installation. 4 day just waiting without going to work and without doing anything... just waiting for false stories.



How your organisation and planning can be worst at this point ?

not one time... 4 times !!!

We will take contact with Telenet to see if they can do this installation.



also I love when I call the heldesk each time I had the same response "sorry I can't help you"

Who can help ?



You can apologize for first attempt.. ok maybe also for the second one...

but 4 attempt!!! without success.. there's no anything to apologize, you can't do that for your clients.. take your responsibilities and be serious and not just excuse about your unsuccessful service.
Hi BSXN,



Can you send us customer info to Het Proximus Team?

Then we'll check everything.

Kind regards



Koen
Hi,



Yesterday I v got a new email.. for a new installation date 11 april. (5. rdv)



I think it's a joke..
I see that there is an appointment on 11 april.

It isn't possible to do it earlier.

Our excuses.

Kind regards Koen
Koen,



The problem is you don't take serious your clients.



I say you fixed "4" appointments and you didn't respect any of one..

It means we just spent 4 days for nothing.

and each time I had the same response.



"Our excuses, Your next appointment is X date..."



I'm sure again no body will be there 11 April...



And what we do if nobody come for 11 april ? You will give us another new appointment ? and it will continue like that ?

Can you tell me what these appointments was not respected ? of course no.. because you don't have any control on your system.
Our technical service needed to check everything from your order.

The first possible date now was 11/4/2019.

It isn't possible to make an earlier appointment.
I didn't ask for a earlier date.. my question is why the previous dates was not respected?
Your order was in investigation by our technical service for the technical situation on your adress.

That was the reason.
during the investigation is not necessary to providing installation dates..

normally the installation dates are given when the investigation is done.

Actually we have a another date for 11 April, It means the investigation is done ?
I see that there's now an open case for our back office.

It was created by an inbound call, did you call to our 0800/22800?

My colleague will inform you about everything.
Please check the attachment .. funny..
The problem continue...

We had two different installation dates.

15-Apr

and today we got 16-Apr ...



I have nothing more to say...
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