Proximus Reviews 

Opacity by design.

Whenever I contact the support, they tell me a different thing and when I ask to have something in written they say it's not needed.

Their application shows ongoing requests, and it's opaque as it can be. No summary of the discussion, or global understanding.

Last experience: They cancelled a request for service based on the "no" from a syndic, which has no link to our house. They won't reopen it or explain anything, and trying to get explanation result in having tickets closed with no information.

I was without internet for a whole week due to a line fault, and they still haven't sent a technician. Their phone support keeps promising a callback that never happens. Absolutely pathetic customer service for such a big company.

Worst customer service ever!!

I have to stay at the house from 8 till 5, with no warning about when the engineer will come. And if I'm not there I get fined... Get customer service...

Similar to what some others have written. If you're on the Pay&Go system the customer service is really really terrible. I have called over a dozen times over the last two months and spent literal hours on the Proximus chat as well talking to assistants. In both cases, people just hang up or end the chat when they don't know how to help further or don't want to. Communication was unprofessional, lazy and uninterested. I also tried sending emails but Proximus didn't respond. My wife is with BASE and they are seemingly much better.

i have a proximus installation planed for 5 december, the tecnicien couldnt able to coz his ladder lift is too short, so i request for a new appointment on 22 dec with bigger lift, noone show up and wasted whole day. 23 dec i went to proximus shop and expalined my situation, they made an resque file, told me to wait for a call, no calls after one week. I called the service line expalined again, they told me that they will make new file one someone will contact me in two days.. as always no calls. Then on 5 jan a get a message that same technicien with short ladder lift came to me and couldnt able to install, i was at home.. noone came , i called the costmer service after talking for 25mins told me that she will call me back, as expected no calls. I went to proximus shop on 10 jan, she was very helpful made a file for me, told me have to wait 2 days for a call, and today 12 jan a recieved a message that same technicien with short ladder for the third time couldn't perform his task. I called the service line they kept in hanging for 58 mins and pretends that my voice is breaking and hang up. If no solution is found this week, i will cancel my subscribtion for good, there is no comunnication, no help, no solution.. its just a shitty service..!!!

I was very happy with Proximus for the first year. I was already abroad and my phone was working perfectly fine, but the moment I switched my subscription to pre-paid, the experience became a nightmare. I have now been without phone service for two months solely due to this switch. The customer service is completely unprofessional, untrained, and shows no willingness to help resolve the issue.

The staff was denigrating towards my girlfriend making her leave the store even though she needs a sim-card, safe to say the customer service leaves a lot to be desired. 0/10 never come here

user : We have been trying for more than a month to get the internet connected,and still proximus wont get it done.We had more than 7 technicians showing up and saying it is not their task and that someone else has to come.It seems that all these technicians are just charging the company for showing up without getting anything done.We have wasted a lot of time on the phone and spent a lot of time waiting for their technicians to show up.There are no bad word that is enough to explain how terrible this company operate.Unbelievable

As expensive as inefficient. It cost me 59 EUR to reactivate my mobile number that i have never asked to be disactivated. I couldn't be reached during 2 weeks. (right during my birthday!) It was very painful, x5 calls, 30 minutes of waiting, always repeat the same story....

Very very very very very very weak internet. Not recomend at all

I was in France for a few days. I was the only one in the car who had no signal while roaming (yes, roaming was activated). I couldn’t even use GPS — I literally couldn’t set a destination. When I returned from France back to Belgium, I submitted a complaint to Proximus. About a week later, I received a message saying that “the issue has been resolved.” How exactly was it resolved? I had no idea.

A few hours later, I got a call from them asking for more details. I explained that everything happened in France, and just a few minutes later, the person from the technical department asked me if I had been in the EU… Then they asked whether I had been informed that the issue was resolved. I told the agent that I hadn’t been informed about anything. They said they needed to contact the technical department for more information and asked me to hold. I waited several minutes, and then they hung up on me without any explanation.

A few hours later, I received an automated call from Proximus saying that my issue had been resolved. Of course, once again, no details were provided. I still have no signal, not even at my office in Lokeren, Belgium — which I also reported.
The services from this operator are a complete disgrace!

Proximus has very strong internet in Belgium we own 1gbps at home.
But their customer care service is the worst.
Either in-store and on phone.

Worst internet ever its hasnt even been a year since we got it and the internet is cutting off every 5 minutes got a new proximus subscription and its still cutting off. dont ever buy proximus

horrible experience, even when I tried to move my number to a different operator they refused to help.

Service agents have no clue what they are talking about and most of it has been replaced by AI that knows even less. The only way to actually make something happen is to barge into one of their physical locations and demand someone actually moves a finger, but don't expect anything to be fast, let alone cheap.

I strongly recommend you to go elsewhere for any of their services.

They annuled our contact without telling us. They charged us a huge amount for our phones without telling us they had changedthe contract. They cut of our wifi and suggested we wait 6 months to be reconnected. They bullied us to make our neighbours get fibre with them even though it's not avaikable for 6 months. The refused to accept we were clients but still sent us bills! Never chose them.

Since I have fiber my connection is ultra fast and stable, big upgrade versus copper

Proximus changes the date they install fibre in my home. Because of this, Telenet (former providor) does not transfer the cell phone numbers on the same date. Now I have issues. Shxx happens. But! I call to the proximus service desk. They are rude en not understanding. I am given the feeling that it is my problem, as if I created the issue. And they badmouth telenet. So very unprofessional! I will keep you posted on how this continues, but I can assure you: the way custumers are treated was way better with telenet!

Update: After the first employee disconnected me without aid I called the number back (I was not helped). The second time I had a very friendly person who assisted me with knowledge and a solution. Same issue, totally different experience. If it were like that the first time around, this would have been a five star review.

This is the experience of a monopoly called Proximus – honest, painful and unbiased. I have been a customer of other providers and far prefer their channel selection while Proximus keeps a monopoly in Brussels where others can not reach. As a business customer who pays over 230 euros per month I was recently confronted with a non-existing internet connection. Upon calling Technical Support, I received a same day visit of a technician who checked that my internal line was not receiving any data. This technician could not perform anything outside my house but later I learned after I was with him and helped him access all the cables that he reported he did not have a ladder. The next day two technicians from the external works team came in with also a perplexing sign of lack of knowledge and also lack of a ladder and conversation about rending a ladder to reach their own box on our façade which is three meters high. Perplexing and worrying. That same day I called the company who had at this point never called me, who guaranteed that they would resolve the works the same day. They also promised they would call me the next day. So when the next day came and works had not been resolved and no one had called me. I called them to learn that they promised once again that in this next day the works would be resolved at the end of this third day of no resolution I called them and was promised that I would get a response. The response was an automated machine asking for feedback and upon which I said my recommendation record is zero for this company. I received a call back. At this point it is Friday 4 45 p.m. and they finally confess that the cable is cut from the outside on the facade and they have no team that can solve it for one more week going forward. At this point as you can imagine this is ten days without internet which is not only providing for a company and an office which is set up with screens but also a home TV and its alarm systems and heating. Proximus promises again to call me at 8 a.m. on Monday should they be able to negotiate an earlier appointment. Of course they did not call me and I called them once again without no proactivity from this monopoly company to solve their business customer problems. I am perplexed on how much they charge for internet and all their services when they are negligible, incompetent, dishonest, and utterly unfulfilling. I find myself begging for internet when I pay over 200 euros And actively looking for a source that can provide fibre that is not this company. If you can read English, please stay away from them. They have nothing but been, for twice in our experience, a terrible provider.

Everything in their app is unclear and doesn't work. They are horribly unreachable and customers don't get any support. Very sad to say, but due to a lack of better providers I have to settle for this horrendous app, their ridicule telephone support and unprofessional answers in emails. The smallest of actions require a lot of action on customer side without any guidance from Proximus. They are a disgrace to the worldwide phone industry.