Luxembourg Online Reviews 30

I recently signed a contract for a home internet service. Before the installation took place, I discovered that the LOL had concealed unjustified fees. I raised a complaint and mentioned that I might retract from the service, but I did not submit any formal retraction request.
Despite this, the provider unilaterally cancelled the contract and notified me by email. Their collections department then asked me to pay cancellation fees. I explained that I had never initiated a formal retraction, as their own terms and conditions require a clear and explicit request sent by post or email to their legal department. These retraction conditions were shared with me when I signed the contract.
The collections team stated they were not aware of their own a policy, even though it is clearly included in their retraction terms and conditions. They have ignored my explanation and continue insisting that I must pay the cancellation fees.
Shady practice. Commercial strategy on hiding fees and trapping the customers with high penalties. Stay away!

Just stay away. Customer service is zero and they do everything to steal your money.

They made me pay 340 euros for nothing. I asked if they could install internet in my house, they said yes. When the employees arrived, they destroyed the previous company's wires and finally said that they couldn't install their own wires. Then they offered other internet options, which didn't work for me at all. Later they charged me 340 euros for breaking the contract, but I didn't break the contract, they simply couldn't install the internet, even though they said they could. I paid 340 euros for nothing. Thank you very much😊

Hidden charges, and fraudulent charges. Luxembourg Online charge arbitrary fees during their "FREE" installation. They charge all their customers 46 Euros or so for the technician's transportation during the "FREE" installation. Then they can charge arbitrary amounts to some customers. They charged me for example 120 Euros fine for my "absence", yet I was there every time (i.e. taking the day off work to let them in) and on those 3 seperate occasions they had a technician working in my apartment. I found out this so-called "absence" was actually because the technician couldn't find or access a utility room, which is not under my control, but a 3rd party I have no contact with, and more importantly is NOT IN ANY PART OF THEIR CHARGE OR CONTRACT AGREEMENT. So the FREE installation costs 166 Euros plus a router rental cost. I have gone through all the channel available. I tried disputing the false charge with Accounts, and Complaints, but they said "the inability of our technicians to access the technical room is considered a missed appointment". I don't care what they "consider" in their mind. I care only about the written contract and written statement of fees, and written advertisements, and thus I care only about the fraud they commit against their customers by not honoring the contracts. Joining a trade organisation, or getting legal representation could potentially cost more than the fees I was overcharged, and then not paying might put me without internet. So unless someone starts a Class Action, then LOL get away with overcharging us. My only remaining recourse is to urge you to go with another internet service provider if possible, with one who doesn't commit Consumer Fraud.

Badly that I have to give 1 star. Even that is too much.
This company never heard of customer service. The let you sign a contract with a fixed price. The highen their prices every time there is an index on salaries. So plus 2,5%. And that is not all, they highen their prices regularly as they have the right to do following their general conditions.
Their TV offer is ridiculous, it only works from time to time.
Don’t waste your money with this company. They just steal your money!
Update: 31/10/2024. It is true that a new contract was signed and so far the connection works. The only service that does not work is the update of the router. I can not to that on your own and none of your technical advisors contacted me to make an update. I cannot do the update whenever I want as I work remotely. I am still waiting that someone contacts me in order tu make the update of the modem.

stay away. Not transparent costs , travel cost for the guy who just plug in the modem - 45 eur - when n the website the installation is written as free.
Later on the invoices were issued on a higher amount than in the contract . Call center incapable to explain

I am a customer of LOL unfortunately for 3.5 years, I had 2 apartments, and cannot express enough, how angry and stuck I am.

2 years ago, I've moved to a different apartment, where LOL told me they CAN'T provide their services. But they still charged me 650 EUR for the rest of my contract. I was angry, but I just gave in.

Today, I've noticed that the amount they charge me monthly was increased by 2 EUR. I understand the inflation but was wondering how could they do it without letting me an ability to say a word. You know what they told me: we've sent you the information about this increase in June invoice! So, in one of those 42 emails, I never read because they just tell me that I need to pay the same amount every month. And in the attached PDF they gave me a month to respond. Perfectly done, great job guys!

I mean, the probability of me canceling the plan because of 2 EUR increase is around 0%. But LOL's way of communication literally makes me just MAD.

Feel like being screwed over and nothing you can do.

This company steals your money. They give you a good offer and let you sign a contract for 24 month. Once it is signed they increase the monthly fee. No information. They keep on telling that they send you the invoices via e-mail but they don’t. They don’t respect the terms of the contract.
And their customer service is inexistant. I complaint on their facebook profile and they bloked me.
They hang up when you call or they put you in the waiting line and never take the call again.
Be aware of that company. Even if their monthly subscriptions are a bit cheaper you pay more with your nervs.

Unfortunately, I can't give 0 stars.

This is a fraudulent company!
When I left them, they informed me that I had 3 extra months to pay, it would say so in the general terms, which no one informs you about before you leave! In the contract they make you sign it does not say this at all.
Now I could accept this as scammy behaviour from a company against which there is not much you can do, but then they make you return the router, and when you do give you a piece of paper stating that all is good and you have nothing left to pay. Fast forward 10 days and they stole 349 euros from my bank account as they determined the router to be in a "bad state" (I hope I don't have to mention that this is of course utter non-sense). I made the necessary reclamations at the company, but they insisted that this was their determination. A couple of points:
a) Seems like it was in a good condition when it was returned, otherwise why did they not remark anything and give me a piece of paper acknowledging the complete return?
b) How would any customer be able to return something at the end of the contract without being invoiced for the router when they judge after the fact? Nothing they determine is trustworthy in this case.

I have filed with the police against this company for fraud.

Oh, and I won't talk too much about the whole experience, otherwise the review will be too long. Horrendeous!

TL;DR: For the love of anything, DO NOT GIVE THIS COMPANY ANY MONEY, you will regret it.

Almost 9 months keep asking them to fix issue.everyday internet cut or speed slowdown.waiting to end over my engagement.never go for it
I even discuver the issue coming from their router and asked them to change but who cares !

Worst service ever, and if you cancel your contract then you need to pay 3 months extra. Never become client here. Never! Unless you like to waist your money on bad internet and bad customer service

Terrible service with very old business mind.
Everything based in the company’s favor.

I have never faced till now such a high level of technical incomptency and a low level of customer orientation. The teams came to my place to install the fiber optic and because they "were in a hurry" they installed all the equipment near the bathroom and exactly on the path that I am supposed to go if I need to go in that room. Plus the 2nd box installed which was supposed to stay on the wall they did not seal it with a screw, they just put a double adhesive. Obviously when I saw the outcome I was pissed off and asked why they lied to me from the beginning thats only 1 box, where now I find myself with 3 boxes, plugged in an extension cord near the bathroom!!!!!!! Unfortunately, I am the tenant in this room and i pay the rent together with the wifi, but if I would have been the owner I would have cut the contract due to such low competency and embarassement of calling"technical" team.