LUXEMBOURG ONLINE S.A. Reviews

Unfortunately, I can't give 0 stars.

This is a fraudulent company!
When I left them, they informed me that I had 3 extra months to pay, it would say so in the general terms, which no one informs you about before you leave! In the contract they make you sign it does not say this at all.
Now I could accept this as scammy behaviour from a company against which there is not much you can do, but then they make you return the router, and when you do give you a piece of paper stating that all is good and you have nothing left to pay. Fast forward 10 days and they stole 349 euros from my bank account as they determined the router to be in a "bad state" (I hope I don't have to mention that this is of course utter non-sense). I made the necessary reclamations at the company, but they insisted that this was their determination. A couple of points:
a) Seems like it was in a good condition when it was returned, otherwise why did they not remark anything and give me a piece of paper acknowledging the complete return?
b) How would any customer be able to return something at the end of the contract without being invoiced for the router when they judge after the fact? Nothing they determine is trustworthy in this case.

I have filed with the police against this company for fraud.

Oh, and I won't talk too much about the whole experience, otherwise the review will be too long. Horrendeous!

TL;DR: For the love of anything, DO NOT GIVE THIS COMPANY ANY MONEY, you will regret it.

If I was able to give less than one I would have. To summarize biggest scam I've seen. All my friends confirm having serious issues with LOL. Over invoicing, charging the instalation fees even if they say it's for free when you sign the contract.
Personally I was threatened to go to court if I didn't pay a fake 9 euro invoice that become in two months 40 euros, knowing that I was careful and managed to benefit from my right to cancel my subscription within the 14 days (since I ordered online).
I strongly recommend to avoid this service provider! SERIOUSLY!!
Post was able to deliver with one guy in 30 mins what 4 guys from LOL weren't able to do in 2 interventions.

LOL = 0 stars = Stay away!
We have terminated our Eltrona Trio contract and requested confirmation of termination. Eltrona says that the trio contracts have been sold to LOL and LOL has to confirm the termination.
I talked to LOL (they do not speak German or English) and they said that they check the termination (since 2 months! Liar!) And that they call us back today. Of course there was no callback. We stay tuned, you post!

I've been satisfied with them up until now (2 years). No internet issues, I've visited the shop a few time to buy some accessories and all went fine.

awful company. I definately would not recomment it to anyone. If I knew how many problems I will have with them, I would not use it.

Good day, I pay for a 100k line, and with me only 55k download is (isr still ok) but instead of 50 upload only 12mbits (!!!)
I would be glad if you answered this comment.

i think they have a very good offer and are customer oriented

I paid dearly for a service that was not complete. Unfortunately you have to pay the bill as same!

I hope that the service will start to work at some point in the future. I ordered their internet solution in the end of June/beginning o July and have now towards the end of September still not got a working internet solution. Just got informed that they might be able to fix it in another three weeks. Extremely disappointing for being a service company.
I have been in contact with the numerous times and the problem is just never getting solved.

a very interesting offer, and the commercial service was top, I recommend !!!!!

Appalling company. Charges are excessive ( 110 call-out even if it is a fault with their product), service is non-existent. They are great at sending bills but they literally never respond to queries on them. They don't manage thier invoicing properly so you can be paying your bill every month and they'll refer back to a historic one you weren't aware of and chrage interest on that rather than using a simple LIFO principle that any company would use unless they are trying to screw their customers for more money through penalties etc. But the worst thing is just the complete lack of response to emails. They are an internet provider and yet they don't respond to internet based communication at all! And their call centre is just useless. In any other country the telecoms regulator would have shut them down years ago.

I sent a letter to cancel the contract 1.5 months ago and still no answer from them, despite emails and calls made. The service department says its another department and they can't help. Its very frustrating because you can't do anything apart from waiting.

scam quite simply claiming me 100 euro technician so I was in front of my door it's thief

Fiber 200 Mb installed and maximum I get is around 70Mb, sometimes speed is even lower.
After send email and nothing happened, I call the helpline. After 1h at the phone the only think that technical team propose was a 32euros + 28euros/15min appointment.
Was waiting for other consideration for a 7 years client.

We've had some problems in the beginning but those seem to have been more a local wiring issue than anything else. There was one other issue but it was very quickly resolved and customer support was always nice. We haven't had any outages in months now, and we're satisfied with the service.

EDIT: We had a problem with our TV Box and they swapped it without a problem and the technician was very nice! A* customer service. :)

Nonexistent service, internet does not work properly, the TV is not even spoken. Another 10 months of contract and it's finally over

Got a sim only contract for mobile from Lux Online.

The sim was meant to be activated within 24 hours. Its now 4 days later, sim not activated.

Went to customer service/ tech support in person, and they blamed Orange (I don't have a contract with Orange, I have a contract with Lux Online) and told me they could not follow this up/chase this up. I'd just have to wait and see when Orange decide to activate it.

New country = no local phone, 4 days later. How hard is activating a sim card? Joke.

Super friendly - and the service works as expected.
Easy use and irreproachable phone service - thanks.

Attractive prices but quality of the network and decoders that border too often.

Many administrative difficulties. The product itself (VDSL 100/50 + tel) is ok but the customer care / management appointments / installation is to be reviewed completely.

Decent service and friendly staff. Prices are still better than Luxembourg's average for telecom services. If going on a Saturday, be prepared for some waiting.

Have promised Internet fiber without charges. All free. Was not possible. You present invoice for moving etc. To forget.

One of the fraud companies that i have ever come across . i applied online for a new connection . but they never called me back for installation , after 5 months they just send bills for 100 Euros for the services they didn't provided . I have visited them in person only to see rude faces and non supportive people . They trap customers and loot money from them . if we approach them for a new connection they smile and if we wanna cancel they behave rudely . . An unethical company . a company to avoid . A COMPANY TO BE SUED IN THE COURT

Really happy not to be home anymore. The TV service was really not up to par.

I did not know them before seeing the ad for their offer at 9.90 / month, the first contact was tip top

Terrible Service, slow internet and lots of extra charges. Avoid at all costs!

Absolutely grausam, Service Client as null. The internet is only going to be half the time and capable of finding its own, it's not. After 2 days of telephone calls, find out that they have to go to the post office to send a technician. So I don't want to be a customer at all.

local welcome with the client, we were very well received by the competent team!

Have a contract with Eltrona, where Luxembourg Online is probably responsible for the data connection and thus VoIP. Unfortunately, nobody wants to be really responsible for the contract. Our phone has not worked since Monday and the support team always gives you the same excuses: "That was forwarded" or "You will be called back today". Unfortunately absolutely not to be recommended.
Addendum October 13, 2020: I reported to Luxembourg Online via Facebook (As suggested in the answer, although it doesn't seem serious.). Still no response after a week. Support just continues to be very bad!

Worst company ever in Luxembourg for Internet. I definitely would not recommend it to anyone. Stay away from this company...

One of my worst experience in terms of product or service quality. We waited 2 months for technician to come to install, then smth went wrong and another 2 weeks to fix it. Then the speed of internet was 3-4 times slower they declared. Couldn't do anything about it...just started pushing through a lawyer not to bother them;) and final point was when we had to move out of the country earlier then initially planned they said we still have to pay for the remaining period! Generally nice people working there but their systems and procedures are stone age!

Horrible providers and professional scammers. We're talking about the edge of legality here.

After giving my address and information I was formally told by the seller that installation would be fully free as part of the offer I took (this is also what is indicated on their website for LOL pack L). However, after the installation happened I received an invoice for 40euro extra for the transport of the technician doing the installation and 35eur for instalation of a plug I haven't had any knowledge about.

When I tried to get explanations I faced a wall, quickly not receiving any answers anymore.

By the time they answered with a completely disrespectful answer I was out of the allowed resignation period (they probably did that on purpose...)

Anyway, I do not recommend to anyone. It looks slightly cheaper than other offers but be aware that they will add you some dodgy additional costs..

Unable to resiliate the contrat or to have a propper discussion with client service, which is existing only via email.
Would not recommand the services of LOL to anyone.

I have been an unhappy client for a year. it works ... it doesn't work. Must change name Luxembourg off-Line. Call a technician on Thursday call me. Today Tuesday still nothing ... promises but nobody called, no technician, no internet on the TV, no application, I am told it will come ... I strongly advise.

If you want a company to take your money and not to give you what you are paying for this is the place to go! The customer service is amazing if you want to talk to someone for ages and get nothing in return.

Seriously, if you ever feel lonely call them up, it s the only thing they can really do, talk.

If you decide to get a contract with unlimited internet, here is the place to get it, but don t forget that there is something they call Fair use , in other words, pay for your unlimited internet and call them every week because they cut it off, oh and don t forget that if you still desire to have internet during that month, you will have to pay extra.

And if you haven t got it by now, let me just explain it with a little less sarcasm.
This company takes your money while they don t give you what you are paying for.
To be honest just pay the extra 20 that you would have to pay them anyway to get more internet and make a contract with POST. Even if you use 20000 GB a month with 4G, their unlimited contract actually is just that, unlimited.

Very bad connection, I signed for 100mb / s fiber, but I have no more than 30mb / s (on days when it is ok to connect). I had to call them ten times, nothing changes. look forward to the end of my contract to be able to change. Esch-sur-alzette.

Had experienced some issues at first when internet wouldn t reach my apartment (but in the end was the fault of the main provider) but the issue was quickly resolved and customer care and technicians are going above and beyond to help.

Initially I thought that it was my infrastructure that had issues, old apartment building with old copper. Infrastructure got upgraded to fiber last week still the same issues with this ISP.

They throttle and block certain ports. Any type of online gaming is impossible with the lag and spikes provided by them. Dont get me started on working from home over vpn, even 3G provides a better and more stable connection than these complacent bunch.

I am happy to become a client of Post in 2 weeks.

If you reading this, dont go for Luxembourg online as your ISP. You will save a couple of euros, but its not worth it.

Summary: hire another company that charges a bit more and you won't have any headache.

Where to start? Free installation is a total scam, after installation I received a BIG installation invoice that would be better to hire any other provider charging for installation. To make it worse, my contract was for fiber 100mb, they did not install fiber, but internet using phone line and of course the connection is very unstable and the speed did not exceed 60mb. After a lot of discussion, requesting help on mediation services, Luxembourg Online even refused to join mediation, I just gave up. Unfortunately in Luxembourg there is no public authority that supervises communication services in Luxembourg, so it is treated as private problem. Only advice for you is avoid this PROBLEM.

Also, several times they stopped providing 100% of the services and they never refund you for the days they do not provide you the service, they do not even reply your email or call about this. The helpdesk does not work after commercial hours, so it is pretty much useless, when you come back from work and find out your internet is not working, you need to wait until next day to ask for repair.

Now during the quarantine, Luxembourg Online reduced my speed to 27mb and there were days with 2mb speed. Again I have complained and the company wanted to charge more "to fix". I asked for cancellation and it has been now more than a month and they do not confirm the cancellation (there is a 3 months previous notice in their contract).

This is the worst company I have ever had the dissatisfaction to hire the services, the company is just like the top 10 companies alone, it is impressive. I do not have in mind any company near to be that bad.

Incompetent. We move to go to town because a coworker says on the phone ... Arrived at the store, this is not true etc ... Travel for nothing.

CORRECTION - not recommended. Made so many mistakes on me Line was supposedly disturbed until now it came out that the line was cut by LOL. HOW SO??? no one could answer. Now I've been billed for that. There is no answer to inquiries, I give this to my lawyer to also set an example. You can't put up with that. Without words! Pay a little more and go to the post office. LOL is NOT recommended.

Conditionally recommended. Even if the people are nice on the phone or on site. Only problems since the start of the contract! Again no internet / TV / phone. The bad thing, many of my neighbors who are with LOL have that too. Emails, faxes and calls are only partially answered. Customer service is not! I wouldn't recommend this anymore today. Cheap is not always good, in Lux you should probably pay a little more and take the market giant Post. It's a shame, as a paying customer, I don't get what I paid for. If I don't pay, the "tap will be turned off". It doesn't work the other way around. Sad but true, so no recommendation. The two stars go to the friendly staff. But here too: not everyone is really friendly. Conclusion: cheap price, poor performance.

I feel bad for the customer service department. There is nothing they can do - their products are just bad. I told them my internet was not working, and I was told to bring the router to their shop? Luxembourg is poorly represented by this company. Please change to "Luxembourg Offline".

Absolutely horrible customer Service my Internet had Problems for Weeks and it seems nobody cares or tries to fix it, they tell you they will call back but they dont even after calling multiple times no answers or advancements in my case avoid this company at all costs!

One of the best mobile and Internet operators in the Grand Duchy. Good prices, after sales service and very competent sales department

Largely satisfied with my LOLTV Mobile subscription: easy to use, smooth application, quick start and great choice of channels. Let us also count on the absence of geo-blocking in Europe, which I have not yet been able to test.
A suggestion for the development of LOLTV Mobile: the native Chromecast compatibility, which it currently lacks, would be a significant improvement of this application.
Finally, a word of encouragement to the support team, whose help I could appreciate.

Recently subscribed to their new fiber optic offer, I pay half the price than what I used to pay at POST and the service is the same, never had any issues with the internet service.

0 .... Less than 0 !!! To avoid completely !!!! I sold my apartment and in the meantime I no longer use my internet line. We do not have the right to cancel while we live there more. I am forced to pay for a piece of equipment (although I have already paid for it).
Very slow to respond to emails. You risk burning your fingers by doing so !!!
In any case I will contact some who know about consumer rights to see if you have the right to do that.

Very disappointed I do not recommend it! No communication, we ended the contract and we were not warned that there was a month's notice, suddenly we had to pay for additional months when we no longer used their modem.
In addition, during the year of the contract, interest worked every other time, at the end of the month we didn't even have internet.
I really advise against it !!

An improper service in a country like this. I'm being stolen! I pay an invoice for television, internet and telephone services, but I can only use one service at a time. Surf the internet with 2 devices at the same time, no way. I should be compensated for this fraud!
I definitely do not recommend this service to anyone.

We have been using Luxembourg Online for 3.5 years now and are very dissatisfied especially since the last 6 months. In the beginning it was more typical things such as the customers were not informed of any modifications made and we learned only by not working the Internet and television that there was an "upgrade" for our equipment. While this is probably only bad customer service, we have been constantly having problems with television for 6 months. It has always been difficult because it is based on the Internet and when many devices are used, the TV will also impair but we are in the situation that it did not work since February / March. The television is constantly hanging out, and the unit announces it new register has what takes so just under 1 hour. We have now 20 phone calls after us as well as replacing all the equipment and LOL does what? nothing. No solution, no help, no activity. Therefore I can conclude for us that the product is bad as well as the service of the team, since there is no solution from the company even after 6 months.

0 star is possible ?! YES at ONLINE Luxembourg. . To avoid even if you think that elsewhere it is cheaper!
For short and concise without unpacking the whole story that Online Luxembourg is happy to choke and ignore: signed contract can, promises by email and phone that are worth no flexibility or responsiveness.
A commercial service that makes no effort to ease tensions.
One hast to finish with this incompetent company, big disappointment "LOL"!

Waited now 6 month before posting a review to see how the service and connections work. I left the post because the service was bad, charges me 10 months for 2 post tv boxes and just had one, a pain to receive the money back and even if the customer service is nice that isn t helpful if the problem is not solved. Asked that I WRITE a letter and mail it because email won't be helpful. So I took the offer around august with the free installation with lol. Maybe I was lucky due to summer holidays that my rdv was fixed pretty fast, no issues taking over from the post and 15 euro cheaper for a faster connection. cant review customer service because didn t need it so thats a good sign honestly. No internet or tv issues.

Bad picture quality. Constantly being improved. It did not convince me. In addition, the prices are not the cheapest.

Customer for 15 years Simple internet connection problem after almost a month still not resolved.

Cancelled an old contract but they still send a bill, low very low consumer friendly provider, you want internet in luxembourg go somewhere else.

I do not recommend that at all. I have taken the LoL Fiber Internet 200/100 and since the beginning it has not worked I could do nothing I've called constantly constantly complaining Nix no one has responded after a year is a man come had the modem changed it has half worked but again not the whole thing I've paid all the time and then send me an invoice of 175 it's my fault I had to walk through my apartment with a cable for wi-fi they are not responsible That's a big scam now they've messed me up because I do not want to pay this 175 and for that the me lock off I have to pay 50 ie That may not be the case, but never mind, just do not make the same mistake, just go away.

3 weeks without internet, because of a fiber optic cable of 4 meters incorrectly installed and it still does not work, a technician has passed and checked the installation, corrected some defects of installations, it indicates that the fiber is broken, that it is necessary to redo the installation because it is not in conformity that I am not responsible, I say to myself "super the guys are competent, serious, it will go quickly" small thrust of optimism that I will regret.au after 3 days without Answers, I call I am told that a quote (sic) is in progress, I dispute indicating the conclusions of the technician, and there is left for a roller coaster, ride, rebalade, back looping, ultimately still not repaired !!! . I will cancel my subscription and change operator it will be easier, the problem is that others are worse !!!!!
The guy on the phone is nice but behind that does not follow. By and large, just about everywhere, you have to pray not to have trouble.

My two-year contract, you haven't reached the speed I ordered, and I'm asking for a refund.

Internet has not been working for a while. When I quit, they continued to bill for 3 months.. despite a service that was not working.

I have recently moved from LOL to another provider.Thank GOD..
My story is the following:
I was a customer of LOL since 2014 and until 2017 i hadn't experienced any issue.To be honest i was a happy customer. But since then.... i moved to another apartment and there were some issues with the transfer of the line+internet (not really aware of the issue).As a result, i had no internet for 3 weeks while i was paying for it!!! In order to have it fixed, I was calling the services every day for two weeks but there was noone able/willing to help me. They were promising they would fix the issue but nothing happened. Really unprofessional behaviour. Eventually, after 3 week the issue was fixed.

Apart from the above, i also had very slow internet. i.e. i could not even watch videos in youtube... When i went to their offices to discuss the problem, one of the employees ensured me that my line was fine and there was nothing that the can do for it ... (WHAT A SUPRISE!!)
Also, i have been told that in case i wanted to change provider, i could have done it with NO notice period or penalty. What happenned when i moved from LOL? I paid 3 months of fees.

Thank you LOL for your professionalism.

I hope you will improve one day but you have a long distance to cover until then.

An example of a Lux company that takes full advantage of foreigners who are departing Lux and cancelling their services. Each employee gives a different instruction, and in the end the customer should expect massive fees. The two stars are for good tech support.

This firm really sucks. Their internet is not working and when I changed to the post office they deliberately cut the phone line a few days in advance. I am a doctor and the office was not available for a few days. These people have no sense of responsibility. They are amateurs. They are profiteers, liars and parasites. No longer being a customer of theirs, they continue to send invoices and withdraw money from your account. They are really dummies. Dr Donato Malva

Only problems, unstable internet, poor speed, lots of outages. We had a problem with the product and we were just sent from one service to another without having any answers.

Disgusting customer's service. Never seen a company which has such low business standards and they don't even respect consumers' right. Stay away from them.

From one day to another ... without any explanation !!
Boom
No internet
Unlimited is always unlimited
But at lol it's unlimited at 100 mb

It is the most interesting at the price level, as an internet provider, it is 0 but a big 0. many weekends it does not work and never a problem at home. I look forward to the return to a real provider. The Helpdesk is nice but that's not enough.

The services well but lousy customer service .Its employees of the ville of Luxembourg They leave much to be desired two years ago I am a customer and I am always disgusted with the accueil service and customer service should hire other people more qualified to provide excellent service to the client .because it is ironic that internet and telephone services are very good and competitively priced and that they have a terrible "contact with customers.

Luxembourg online is a young dynamic company.
Customers' difficulties and concerns are taken seriously.
The price performance ratio is very good.
I can only recommend Luxembourg online.

The worst and most horrible words I want to say about this Internet.
And at the beginning, as they were convinced that everything would be super - puper ....., .... cheaters.

I wait almost 2 months for a technician comes to install my internet and they always say they did not have technicians of the post that are available but it annoys me!

Does not work, needs to be restarted several times, offset + name of the film / film of 2h !! , summarized in Flemish on the Belgian channels while the films are in French and impossible to put in French, the technicians come "to repair" (and again) but 1 week after the problems start again! 0 star

Very bad internet connection. Of course, all on a bad infrastructure. Moreover, the router is one that could have been bought in 1980 from a fair in a small city in Tanzania. As for the services, I never saw a busimess that can actually care less than here. Call center is a disgrace, especially the technical one, responses are outside any common sense rules, prices for services are mentioned even when they need to fix their mistakes, outrageous. All in all, a terrible overal experience. So many stories to tell, so little time. But all stories related to this company have a sad crocodile tears ending.

I was very disappointed with this provider, I advise you to see the competition and not to take the offer of the Internet through the 4G mobile network.

Internet cheaper Luxembourg but it happens that we remain without internet (ADSL connection). High performance customer service.

A lot to improve in customer service side. Also english versions of contracts would be highly beneficial.

Value for money ok after sales service in clear progress

The most zero service that exists and we have a lot of network problems and too weak for the price .... took a network like the post or tango they are more pro than them