Hi



I changed to Proximus end August. Connection was fine, and we were happily running with 4 connection Netflix, VPN connection for work etc. Then about 10days ago the connection dropped, and bandwidth is so long and unstable that ironically my netbanking even times out and I cannot pay the Proximus invoices!

What is worse, I cannot do my home office job, we can't even read newspaper on phone & table as they time out..



2weeks ago Proximus sent a letter that on the 9th there would be improvements made to our connections in the neighborhood, but no improvements.



I have tried calling now multiple times about this, but when I choose Technical Support I am played a message stating there is a known issue & line is cut. I today chose to go via the billing option. I waited 10min. Then, the person who answered transferred me to tech support, I waited 10min again!!! I had spoken French with her, but she wrongly transferred me to dutch queue.. So, I waited 10min again to get through to technical support - a Dutch speaker answered telling in English he can't help and will put me through to French queue. I said NO NO, I don't want to queue again!! He goes 'oh you don't have to queue, I transfer you directly"...

I found myself again on the beginning of the same IVR message, having to enter my phone number for the 3rd time... After 8min I hung up as I had again a missed call on my phone from an un known number. worried, this is maybe kids school or something... Instead, I was Proximus automated call for Customer Satisfaction survey after I had called them?!



Seriously, this connection issue must be fixed and I really really need to be able to talk to someone. Can I not get a call back from Proximus or call through some faster queue?



I will also dispute my October - November invoices, as these connections are pretty much useless..



Writing this message has taken me c30min, as connection freezes so often & this page then too...



Thank you for prompt response on

- how I can get thru to tech support without waiting for 1h?

- when will the issue be fixed?

- how will you compensate the missed time and for example the cost of the TV packages chosen which we have not been able to watch (Netflix & Proximus).



thank you

M