Matthias Tonitz – 1 business reviews on Trustpilot

Really disappointed

[Reply to edpnet]
It's telling that the ticket in the internal system I've created went unanswered, but publicly you reply. However, here it goes: It's order 293942, made exactly 1 month ago.
[Original]
This rating is (unfortunately) temporary.
We ordered an internet connection from edpnet in the beginning of April and the modem was sent promptly. The actual installation was said to happen until the 05 of May.
As you might already have guessed, nothing happened until that date and I had to contact support myself to find out what happened.
The friendly support employee let me know that nothing had happened in relation to the installation and the file had to be escalated manually, with no information when we actually get an internet connection.
This is overall a really bad experience and I am already sorry to have chosen edpnet; if the installation won't happen soon, I will have to cancel the contract, but the damage is already done.
Avoid if you need good internet fast.

Reply from edpnet

UPDATE 08/05 - 12h26: we checked your order, and you confirmed us a correction of your address on 09/04. Customer service forwarded this to our planning team. And they replied on 11/04 that the correction was done. After they initiated your order to have a final activation date (= installation date for our technician). And then apparently something went wrong with the confirmation towards you. Because our team always needs to call the customer to confirm the date. They are informed about the mistake and we asked to call you today to arrange the installation date. Our sincere apologies.
(The date you saw in our customer portal, 05/05, was not the real date - as our planning team first opens a certain date/time frame so they can plan the effective date with the customer. When you called and asked about this date, our first line customer service colleague was correct in saying that nothing happened = no confimed date from the planning team).

UPDATE: Sorry, as edpnet's social media team we are following up the comments here. So we need to ask our customer service team why your ticket was not answered. That is not how it supposed to be, at all. We will come back with feedback.

If you give a customer number or order number we can check what happened and why the announced activation date of 05/05 wasn't respected. Did you order a telecom installation? Is it planned for our own technician or a Proximus technician. So if you can give some more details, we can check.