Scarlet Reviews 8,993

I am without internet already for more than one month. There is no reaction on their side. We need to transfer internet to a new house and there is no way to receive an inch of technical support. Crap service. I will switch provider for sure at the end of this months.

Disaster. These people do not know what professionalism is. Three times one makes an appointment and pauses everything to wait for them, in the last minute, an indian guy calls and says he can not come today, needs to come some other day. If your business is a joke, I wonder what level the security and service will be. Shame! And noone ever picks a phone to asnwer

For some reason I paid my bill twice. I called to check in how to fix this. The person helping me was friendly and I had to realize that the already paid me back. Fast and customer friendly. Can't complain about connection or anything. Always works just fine. (Hope I don't jinx it)

Products are very decent but everything around it is a horrible experience because internal failures and shortcomings are being pushed towards customers. Invoices suddenly don't arrive anymore so you get late fees? They recognize the issue but make you pay late fees anyway. Their systems don't work for the 100th when you call them? Too bad, try again later just for things not to work again. Try to request a move and installer doesn't show up 3 times? Too bad, you blocked your whole day but back to the end of the queue you go. Try to cancel a contract which they fail to do because systems don't work again? Too bad you have to keep paying. They finally manage to cancel your contract after calling multiple times? You keep receiving invoices anyway because they messed up. They request you to pay more than you were supposed to and you have paid with automatic payments? Too bad they can only cancel unpaid invoices and refuse to pay you back even if they acknowledge you overpaid. Horrible experience, never going back. Mafia practices.

I was given and accepted a quotation for a mutuelle, I was informed that I would recieve application documents, these never came, even after sending several e mails
Whenever I phoned I was told the agent was unavailable, and my e mails were never responded to, I cannot do business with any company who has this standard of customer service, really disappointed.

15 years together!
Contract made when I used to live in Brussels, moved with Scarlet to Antwerpen later. Best price-quality service!
Thank you!

Update:
After so many trials, finally they answered one of my mails, and as I expected, they just ignored my request for giving back the extra charges for nonsense terms in their bill.
Regarding the answer from Scarlet to my initial review here, I think I need to provide more details as they claim I am wrong! I signed for their leco internet for 32€/m back in October 2022, and after a few months they decided to increase the price to 34€, and they applied the new fee to previous customers. So yes, they charged me more than they should have for almost 3 years. I didn't contact them as it was still a reasonable price, but this does not mean I think they were right to do so. Now after charging 40€ more in the last bill, and not answering correctly, I realized that they don't act professionally and I regret that I kept my contract with them.
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I changed the ISP because Scarlet charged me extra for non sense reasons like deactivate and reactivate telephone service while I had no telephone service in my account. The worst part is that their customer support never answers. So you end up in a situation that they get money from your account and you cannot do anything about it.

I must mention that a few months after I ordered internet from them they increased the price and I had to pay extra even the contract I signed mentioned a different price. I still continued the subscription because I jus didn't want the headache of switching the ISP, but I always had the feeling that they cheated.

if I could give this company, a zero Star, I absolutely would. This is the dumbest card I’ve ever used in my life. I put in my card number multiple times and it still won’t let me use my card. You guys are a terrible company and I really hope you guys get what you deserve and shut down:)

Product is good but billing not inconsistent. Keep receiving bills with extra admin costs for ‘reminders’ even though it is the first bill I receive and the pay-date is still weeks away.
Also you can’t login on the website with a foreign phone number.

Avoid the customer service by phone.
They need to improve a lot their customer experience, people working there has zero empathy and experience. For me migrating from BASE to Scarlet was really really hard and I almost regret the migration.

It all started when I filled out the online form. I don't have the itsme app (you need Google or Apple to make it work), so I tried the alternative of doing everything manually, step by step on the website. It turns out that it doesn't work with the Firefox browser (the developers clearly haven't tested that part of the website very well when it comes to uploading a photo of your ID and scanning your face).

So I had no choice but to contact them by phone, and that's when the nightmare began.
First, they asked me to send photos of my ID card to a Proximus email address, then the system crashed and I couldn't confirm my phone transfer. They told me to wait and that everything would arrive by email.
I received several emails asking me to complete my transfer to Scarlet on the website, which didn't work with Firefox. In the end, I had to ask a friend for another PC to do it on the Chrome browser.
After finishing, 4 or 5 days later I received a letter at home with a SIM card that wasn't my number.
I called and they apologized that someone had created a new account with a new number instead of transferring my number from BASE.
They told me I had to call another phone number to deactivate the SIM card that wasn't mine and request a new SIM card with my current number.
Another 4 or 5 days went by and BASE sent me a text message informing me that my number had been cancelled. One day later, my mobile phone line was cut off and I still didn't have my Scarlet SIM card, which meant I couldn't work.
I contacted customer service from a friend's phone and they could do little except blame Bpost for not delivering the letter with my SIM card. They couldn't do anything else.
If I wanted, they could send another letter, but it would take a few days (again, 4 or 5 days without a phone), and I was working that week, waiting for calls from my clients.

In the end, they gave me the solution by email, to go to MediaMarkt, where I was very lucky to find a very friendly person who helped me 100% to activate a new SIM card with my number.
If it hadn't been for the email I sent explaining my problem, I would still be without a phone today.

So if you have to switch to Scarlet, arm yourself with patience, forget the customer service phone numbers (which, by the way, don't offer English support yet) and cross your fingers that nothing goes wrong, because if you have problems, you're screwed.

Horrible Service. They are sending invoices from out of contract. + no English customer service. I cancelled all contact and staying with Proximus

Shameful service.
I don’t even know how to explain everything through a message. So many problems you’ve caused me.
I was left without a phone and without internet for over a month. I was completely unreachable!
You're all liars. You can’t be trusted — you sell dreams, and then you can’t solve a single problem.
I call to say there’s an issue with the SIM cards, and you tell me there’s nothing you can do

For months we have issues with email accounts and passwords. They even deactivated our emailadresses. Called more than 10 times to helpdesk, nobody can help us. They were always very friendly.

trying to downgrade but didn't work so i went to shop to cancel my subscribe due to expensive price of 64 euro each month after promotion expired but they don't accept to those who register online trying to call doesnt work also with my customer number cuss it doesnt exist but still gets the bill from sms and send a mail they just ignores me even it still send me the bill logged into account product not found but still the payment is still there , no invoice, no product and i still needs to pay where is the customer service? i dont recommend this to those who wants to switch. it will takes a long term. from now on im not paying just let it stake!!! every time I get a bill from post i just throw it in the trash!

The internet works fine but the technology of the cable TV is laughable !! It takes 3 or 4 seconds to change channel, takes takes the same amount of time for the the sound to catch up with the image. For a recorded program if you fast forward or rewind it won't even stop until its too late, you'll spend minutes going backwards and forwards to get it to the right place. If you've paused the program and then watching it delayed half the time when you press play again it jumps past your whole program so it could spoil the end of the show (say a Football match for example)or be an hour later. If you're watching a recorded program say for half an hour you can't stop it !! You have to turn the digibox off and on again. Was it designed during the Flintstones time period ? The remote control is also an illogical mess designed by a blind sadist, especially the buttons for fast forwarding rewinding stopping are all different buttons. If you want to watch something you've recorded you have to press the remote control 6 times just to start the program !! It's quite absurd that the Government gave Belgacom billions probably to put in these cables on every street when the technology is obviously not suited to watching TV !!

Dreadful customer service. They simply do not respond, but if they do, they simply side step issues and attempt to evade the subject. Utterly impossible to deal with.

Sadly it is not possible to give them 0 stars. Worst service imaginable since Proximus has absorbed the firm. Extreme bureaucratic. An entitled, rude and impolite dutch guy, answering the phone helpdesk after about an hour of "for this press 1, for that press 2, for shaving your beard that has grown in the mean while press 937" bluntly refuses to even listen to what the problem is. I' ve sent dozens of emails describing in detail every problem. Result: they send me a new remote control which doesn't have the slightest bit to do with the problems and shows their disdain for their customers (Proximus is owned by the government) and even lack of effort to read my mail. They refuse to test my line. They refuse to replace my tv decoder. They refuse to send a mechanic. THEY EVEN REFUSE TO STOP MY CONTRACT! it is going toward 4 months of problems now of which about a month and a half that my tv decoder is as dead as the mummy of tutanchamon. A month and a half I can't look tv. They refuse ANY help and stopped responding to my mails as well. Because of all this I have contacted the "ombudsman", blocked my domiciliering and have reclaimed the last 2 months of pay. In total dispair I've reached out to the Proximus group itself explaining that Scarlet doesn't want to resolve the problem and asking that the proximus group shakes the tree. Would you like to know what they did? They sent my mail to that same client service of Scarlet that doesn't want to help me. And they? They suggest that I reset the decoder. Done that a million times but it is as dead as can be. How do you reset something that is completely braindead?(like most of their client service personnel) All this for refusing to replace a simple defective tv decoder. Before Proximus was in charge again they had an excellent customer service. This is exactly the behavior why I've thrown out Proximus before.
I will not pay a dime till my decoder has been replaced.

I am already a customer of Scarlet and have been using their Wi-Fi services. Unfortunately, the customer service has been the worst I have ever encountered. I’ve been waiting for over a month for a SIM card that never arrived, despite confirming multiple times with customer service that the delivery address and mailbox details were correct.

To make matters worse, I was charged for the mobile plan even though I never received the SIM and have not been able to use the service. No alternative solution has been offered, and every interaction with customer service has been inefficient and frustrating.

I have always paid my bills on time and expected a minimum level of reliability in return.

Until now, I am not impressed .
I ordered my sim card prior to moving
on 7th April and it did mot arrive.
I am connected since 14th April as planned. This went well.
I'm still waiting for my second sim card.
Due to this problem, problem, I am still paying for my Telenet package also, otherwise I would be without my mobile telephone.
I wish that I had never switched!

AWFUL, worst costumer service experience ever!!!
"why pay more?" maybe because in other companies there are actual people working and dealing with your case?
we spent so much money for a month now to buy data, waiting for the company send the technician, canceling our appointment, rescheduling, canceling again, not putting the signs on the street, etc.

not recommended