In VDSL the speed depends on the length of the line. You can know before signing which speed to expect at a given address, and it’s also mentioned in your contract

https://www.proximus.be/en/id_cr_intspeedt/personal/internet-subscriptions-for-all/choose-your-option/speedtest-internet-connection.html?v1=shorturl&v6=internetspeed#/input

Dear titi70,

All you get for my address at that address is: " An unexpected error has occured, please accept our apologies. Please try again later" so no help there. Another thing, you can't sell a slice of bread for the price of whole, if you know, that customer will get only the slice, it is companys responsability to inform the customer and offer him more comprehensive deal. So then you sell a slice knowing that and charge for the whole thing, you can't call it other wise, just a big illegal scam!

And if you try with a neighbour's address?

Moreover, there’s a mechanism called “DLM” (Dynamic Line Management) that will analyse your line during there next 10 to 15 days. If the quality of the line is correct, that mechanism could raise the speed of your DSL line.

If you have a Windows PC and a b-box 3v+ or a Sagemcom b-box 3, you can try to run the app Bbox3 Sagem Tool. Copy the data’s and we’ll see the max data rate of your line.

Hi alloja,

"try with a neighbour's address?" - I've tryed house no. 20, my is 22. And it sais, that house 20 can get up to 80 Mbs U: 15 Mbs. 

"during there next 10 to 15 days" - And that is no good, as legally I can reject the contract in 14 days, so that 15 days looks like legaly not legit, as customer left with no choice, with that one day over in between those 14 days! 

"you can try to run the app Bbox3 Sagem Tool" No I only have the internet, thats all I need. I run tests on my Gigabit Network card, and on the phones. Same results. U: 18 Mbs 5 Mbs.

I don’t understand why you can’t perform this test. It only reads information from your modem about your DSL connection. It’s the only way to have the max data rate.

alloja,

of course I can. Here are the results. What You make of this?

Surprisingly, vectoring hasn’t been activated on your line… in the current state, the line could be raised to 60 Mbps in DL and maybe 10 to 15 in UP.

Maybe, Proximus should see if the vectoring is available on your line. Following the results of your neighbourhood (85 Mbps), it should be available.

I was like 2 hours on the line with their support, first chatted with Juzef, over the chat on the Proximus web, but all he did, he rebooted my Bbox and disappeared on me, and it took 1 hour for him to do it. Perfect customer support . Then I called the support line, and some sweet lady answered and tried to help me and recover Juzefs stubbornness as she could, but she said, that nothing she can do. She even contacted some technical specialist, and he said, that nothing can be done, that’s all the speeds that this address supports.

I will email them tomorrow and will ask about that vectoring. Actually it makes sense, that house next to me gets like 60 up to 86 Mbs, and here they can’t do nothing. Thanks for the advice alloja. Will update, after receive any info from Proximus.

OK so I have an update. After been ghosted by support team on the web chat for 1 hour, after asking for activating Vectoring for my line, I have received this from them:

Proximus Helpdesk

The speed of your line is set to max 20mbps. This speed cannot be increased at this moment due to your distance from the neighbourhood cabinet. We apologize for any inconvenience this might cause.

And the distance is 385 meters . I bet they don’t want to help, or they don’t know on how to help. After this terrible experience with Proximus, I will try to call to commercial team, and if they still want all the money, for the 18% of the service, I have to cancel the whole lot, and definitely have to spread that experience all around the internet, so others will know, what to expect from this poor, slow etc. company. Thanks everyone for help! 

Best regards,

Raimundas aka “isrinktieji”

Hello @Isrinktieji, 

I would like to be able to look at your line but I have no way to identify you. 
Could you enter your line number or customer number in your private profile? 

Dear Sophie A, I did added that number to my profile, You are more then wellcome to look at the account, as I am about to cancel this account soon.

Thanks. 

And that is how this company works, so here I was ghosted again. Company's customer support or possibility to help in any kind of problem is slow or incapable as their internet speed is. SAD! 

If you had filled your profile correctly from the beginning, you would already be one step further. About quality of support and speed of connection, don’t make of your personal case a generality.

Believe me I wouldn't. Just read the tread from the beginning, They just can’t help, and just to accept that and say, sorry, we are really unable to help, they disappear on you. That is how this company's support team works. My Profile info was added in 15 min. unfortunately no answer for 22 hours. SLOW or just ignoring? So stop being so naïve talking about some steps :) And it is not only my personal case, from the other forum treads I see, that it is a big problem for every customer. This company has it priority’s like: 1 money, 2 employees, 3 NEW customers (money), … and at the end, existing customers. It shouldn't be like that, cause in no time this company will have no customers, and then all the chain will collapse.  

Each time a post is added to the thread, it is moved to the bottom of the list of topics handled by the forum moderators. Please wait until someone comes back to you, as you are not the only one asking for help.

Hello @Isrinktieji 

There are nearly 90,000 users registered on the forum, we are 4 technical experts and 4 admin experts. We work on the forum with 1 technical expert from 8 a.m. to 8 p.m. and 1 admin expert from 8 a.m. to 4:30 p.m. We are therefore far from having 1 moderator for 1 customer. Moreover, the dynamic of the forum is to let the community interact within it. This is explained in the charter of the forum that I invite you to read. In this charter it is also explained that the exchanges on the forum must be done in calm and respect.
That said, after analysis I find that the programmed line profile does not correspond with what we should have. So I re-programmed to 30Mbps/10Mbps instead of 20Mbps/6Mbps + forced the DLM to 60Mbps/10Mbps.
So thank you for your understanding.