No Support, Aweful service
UPDATE : I canceled my order with edpnet. Wasted one month of my time. After 9 days from the delivery of modem, still no answer regarding the status of my refund. No Answer to emails as well ! Everything works just terrible in this company !!! JUST terrible.
Update after they contacted me :
You can not count on the speed test data during registration in the website. I had no proximus line entry point to the building but they provide me the speed test of 98 mb/s ! How ? They said based on the previous lines that were installed in your building. This is so nonsense. Providing false data ...
Before cancelation :
1. Obviously , NO answer to emails.
2. Very long processing time: After a month, finally the proximus technicians came over for telecom installation and they couldn't find a cable (entry point to the building) ! The guy even told me that my cable quality is bad. But funny part is that my internal cable was not attached to any entry point from the basement and he couldn't find the cable entry point ! too easy ... your cable is bad. But when he realised his mistake, he referred the case again to his colleagues and other teams to come and check again !!!!! and ofcourse no any update !!! This is the second person who came with amazingly very limited technical knowledge !!!! They have no clue of what they are doing ! I stayed especially at home and my time is just wasted ! I can not understand why a simple order should take such a long time with such a level of complexity ! They expect you to be available , but they are not responsible for their horrible service.
We already told you that you decided at first yourself to uncheck the suggested telecom installation. There is a a reason why our system logic tells you that this is necessary.
And we apologize for the several Proximus technicians who didn't manage to install you.
Update: meanwhile a colleague picked up your case this weekend. He will keep you up to date via email to see how to proceed.
Your reimbursement for the modem will be processed today.
To be clear, our online ordering tool indicated that a telecom installation was needed (you were a Telenet customer before). You have chosen at first to remove this suggested installation from your order. When asking an activation date for your line, we informed you afterwards that we couldn't activate without this telecom installation. No problem, you agreed with this installation on 19/02. And we proceeded with your order. So on 08/03 the first Proximus technician was at your address, his work report says that you couldn't access the place where the intro is located and that you needed a key to access it. On 15/03 the new (second) appointment was scheduled. This time the Proximus technician reported us that you do not have an intro and that your internal cable was cut.
Very sorry to read this. If you can give your customer number we can ask Proximus what went wrong with their technicians at your address. It is possible that they detected that your cable has bad quality. In that case it is indeed a job for another Proximus team (welding team).