Luxembourg Online Arvostelua 30

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.

A éviter à tout prix. Véritable entreprise de mxxxx 💩 . J’étais client pendant 3 ans… que des soucis de connection, rarement plus que 50mb mais j’ai payé 100 !!!! Beaucoup de souics de qualité avec la Télé… souvent pendant des jours des chaînes principales comme Tf1 ou Pro7 n’étaient pas accessibles du tout. Après avoir résilier pour faut grave ils ont traîné 2 semaines avant que je puisse récupérer mes lignes tèléphoniques sachant que c’étaient des lignes professionnelles dont aucun client arrivait à nous joindre sur les lignes fixes !!!!! A la fin ils ont continué à facturer durant 8 mois dont je me suis retrouvé avec 1000 euros de factures. Bande d’arnaqueurs primitifs.

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.

Bonjour,
Je regrette d'avoir souscrit à leur offre "fibre". Je n'ai jamais vu un service client d'aussi basse qualité. L'amateurisme est leur devise.

1) leur site indique que la fibre est disponible à mon adresse, je souscris en ligne, un appel le lendemain "Monsieur, la fibre n'est pas dispo à votre adresse, je vous propose le VDSL". Ils appâtent le client avec un produit qu'ils ne pourront pas fournir. Bref après palabres, j'accepte. 44,90€ par mois + 35€ de déplacement.

2)l'installation de la ligne est prévue quelques semaines plus tard. Le technicien se pointe à la date prévue, il n'a pas le modem classique (SAGECOM), il n'a qu'une Fritzbox7581 (option payante à 4€/mois). Je lui indique que je n'ai pas besoin de ce modem/routeur/Voip, j'ai mon propre matériel et Luxembourg online m'avait indiqué qu'il était compatible avec leur offre. Je n'avais besoin que du modem VDSL, rien d'autre. Le technicien me dit qu'il va mettre provisoirement en service la ligne avec Fritzbox7581 et qu'il viendra la remplacer ultérieurement.

3)Plusieurs semaines plus tard, je reçois un appel de Luxembourg online: "Monsieur, on a le modem Sagecom mais si vous voulez qu'on vienne l'installer, vous devez régler les frais de déplacement à nouveau". Je lui indique qu'il n'en est pas question et que la responsabilité de l'installation provisoire est chez eux, pas chez moi.

4)Deux semaines se passent encore, un nouvel appel d'un commercial, cette fois. Même discours agrémenté d'une mauvaise fois à couper au couteau, je dois payer la location ou les frais de déplacement. La location du modem était "obligatoire", mon modem n'est pas "compatible", Luxembour Online ne travaille plus avec le SAGEMCOM, "c'est dépassé et lent". Vous devez "venir rendre le modem vous-même à Luxembourg-ville" (130 km A/R). "Je vais activer la location payante du modem, vous n'aurez qu'à faire une réclamation". Un vrai marchand de tapis.

5)Non seulement, ils me facturent 4€ pour une Fritzbox qui ne me sert à rien mais en plus, ils ont décidés de facturer 1,5€ de plus par mois pour "paiement sur facture". Bref, une offre à 44,90€ se transforme au final en une facture de 50,40€, comme par magie.

6)La fritzbox "provisoire" reboote plusieurs fois par semaine sans raison. La ligne en elle-même est stable (c'est le réseau post.lu, faut dire) mais le service client est en dessous de tout. Passez votre chemin, il y a des opérateurs alternatifs qui proposent le même tarif.