LUXEMBOURG ONLINE S.A. Reviews

Low price reflects the quality of after-sales service. The IT department is not up to the task, every day you have someone else on the phone who is not aware of anything and who says he does not know about your file (while they take notes and record all Conversations), everyone promises to help but if we do not raise ourselves we remain in oblivion. Every e-mail communication from them was going in their direction and they showed NO will to solve the problem nor to build customer loyalty. They were constantly trying to protect their interests without worrying about the customer. For 8 months we ended up with a connection of 30Mb while we had a signed contract for 100Mb. 8 months to pay the monthly payments while besides not having the right connection speed, the phone did not work. We have been faithful for more than 10 years and in the hope of a solution, we have always paid monthly installments. Unfortunately in September they make us understand that there is no solution and this depended on Post Luxembourg. After so many calls, email and stress we decided to cancel the contract and asked for compensation that went with the difference in connection speed, with no phone and all the stress we had. had.
Conclusion they accepted the cancellation, gave us an allowance that was just ridiculous, even worse they still claimed us a prorata of 11 and to fill it all they send us a reminder of the 11 charged + 8 reminder fee.
It's just shameful and deplorable, but that's how they seem to treat their loyal customers.

Subscribed to the basic TV option in order to watch the French language programs. Surprisingly the French channels do not work!!! Neither English. Even if they happen to work it is impossible to choose the program from the TV guide because it s inactive. Horrible service. Obviously NOT recommended.

Several times during the weekend the internet is not working.

Problem is solved.
Thank you

Beware of total scam. All offers on the site are only valid when directly connected to the LOL network. If you are on the Post network, like 99% of households in Luxembourg, you pay more and you have less speed. This information is very well hidden on the site and not understandable for a normal consumer. We try to hide from potential customers that the offers are not at all interesting when we are not on their network. The information is never really transmitted to the customer, we discover the low flow after installation.

Other than this scam, the service is very poor and the technical issues are pervasive. Half of the time the TV does not work and customer service forces customers to come to the point of sale to replace their poor quality equipment.

I can only join the opinion of other Internet users: To avoid absolutely!

Edit: To be fair and despite the original problems for the last couple of years the service has been running smoothly.

Original:I subscribed to this company for internet(VDSL)&telephony services a bit more than two months ago(6/2014). The quality of service that I received is ridiculously bad.
More specifically:
1. I have been without service several times already. I am not referring to simple short-term outages but outages starting from several hours and extending to several days. I am writing this comment on Friday and I am without service since last Friday.
2. From mid-Saturday till Monday morning there is nobody to answer the phones and you cannot even notify them that something is wrong with your service. The same goes for all official holidays.
3. The first step in their troubleshooting process is to ask you to take the CPE(customer premises equipment such as modem/router etc) to their office so that they can check if it works properly. This request from their side is not based on any troubleshooting actions (e.g. the equipment looks dead, no LEDs are blinking etc.) - it is just the first step in their process before troubleshooting further. I had to spend two hours to catch a bus and take the equipment to their office. As if that was not enough, the equipment was not checked right away. I just left it there and they notified me the next day that there was no problem with it. Needless to say I had to catch a bus again and go to pick it up. Oh, I forgot to mention that the equipment is their property and it is provided on a monthly lease.

Pure scam! I never write a business review, but I couldn't just say anything! I have not taken out any subscription following an unsuccessful trial (with the 4G trial key), no assurance of being able to fiber (according to them), nor of getting ADSL.
I therefore return the box, customer service confirms that I will not be charged any fees (+ confirmation from the invoicing service) and at the same time I request the deletion of my information, banking, etc.
However, 5 months later, I receive an email telling me that my subscription will be stopped and a debit of 230 is made on my account (none of my data has been deleted)! I might as well tell you that I am more than unhappy and that I am waiting for the refund.

Zero value,
No professional service,
They are in learning process.

Awful internet provider. Very poor customer communications. Promise you free promos and terms, than charge you for it and it turns out that terms are absolutely different.

Money rip-off, come to you to "repair" your internet and you get a bill that wifi still does not work and come back for a second time and again nothing with the bill, you open the box yourself mat the cables were not even connected and must then 3x pay bills. Wifi is cheaper than the post office but it is NOT WORTH IT!

Line correct but very bad service and blocking contract with termination at 3 months etc.

I have not experienced other internet providers in Luxembourg but this could be the worst service I have ever had in my life. I do not recommend at all. They are very slow, they are not trustworhty. When I moved to my new flat after one year, I had to change/continue my contract and it took them two months to finalize the service (see: not my first flat in Lux, for such a situation 2 months is standard generally, but, just for moving and carrying it, this is too long). First, they came for installation, the building and cables were old, so POST had to take care and change cables. But afterwords, LOL was never proactive, I had to chase them all the time. POST changed cables, LOL gave us another appointment for finalizing and setting up the modem etc. and taking back the stupid & slow 4G box (30GB/month- they provide this for the time that you don't have internet at home). So, that day, what happened? The technician from POST came to finish their work, but nobody from LOL came! We asked extra help from POST technician so he did what LOL should have done. This happened on Monday, and on Friday I received an email saying "if you don't bring the 4G box they will charge bla bla bla..." This is very ridiculous and anyway I was supposed to give the box back on Saturday but they are so disrespectful that, they send these kind of automatical messages. Stay away from them. ELIF ERCAN

I had the technique not to name them a service and they didn't have to make any effort to understand why the wifi did not work with us. Everyday since the renewal of the contract we suffer a very bad connection. The technique hung up on the nose, no service worthy of customer relations, their litigation service is absent subscribers since they only have the email as contact and there is no person to resolve customer disputes or dissatisfaction. I am indignant at their way of dealing with customers and their haughty way of announcing that they have a monopoly and if you have signed for two years this is how it will stay I hope that in person of their service will wake up and contact me to find a solution since I am facing a technical wall which is ineffective

Want to charge us 553 for a service they cannot provide.
Ordered fiber months ago. Should have been installed in October. It's now January.
Every time they come, they say the fiber box is in a ground floor apartment, so they can't help (why would POST install a communal box in a private apartment?). Our management company tells us it is not. it got silly with probably eight appointments of them coming, telling us it's in the ground floor, us telling them it's not. Then we'd phone, get their confirmation, email, get their confirmation. Then they'd come again and tell us that it's in the ground floor apartment.
Last week, we emailed LoL AND our building manager, asking them to sort it. LoL did not reply. Building manager came by, showed us where the fiber box is and said the white cable hanging in front of it is from our apartment (all they need to do is connect this cable).
Now, they offer us appointments in February.
We asked about cancelling. They tried to get us to sign a cancellation agreement. I refused until I knew the fees. They've contacted us today to say we would have to pay 553 - FOR A SERVICE WE HAVE NOT EVEN RECEIVED!!
I really regret not going with Post.

They lied when I called about installation time. 2-3 weeks they said. When I arrived it was more than 6 weeks. After insisting it was more than 1 month still. Lets see how they deliver.

EDIT: They ended up charging me twice because due to technical reasons we had to change the contract. No notice and silent booking after a couple of months.

The worst telecom company ever in Luxembourg, Just avoid to deal with such horrible company.
With non professional techniciens, the worst part is the've broken all my camera system , customer access to free wifi , telephone it self, which only repairing the camera system cost me 270 , then guess what for the horrible service they provided they charged us 134+65 for interventions.
During 2weeks we didn't have phone for business local can anyone imagine how unprofessional they are?

Ok from the moment you do not need support.
But:
- very slow to respond to emails
- incompetent for technical matters
- not professional during phone conversations

Response to your reply:
first of all V.O. is not a former operator. V.O. was for many years and is still the operator who provides me with my IP phone numbers. I have never encountered the slightest problem to be able to use these numbers. Only since I have been a LOL customer!
And to clarify: You are not calling V.O. not for me, but to find a solution to your technical problem!
Besides, I find your statements that you respect your commitment to my person quite simply ashamed. You come to declare that indeed you cannot resolve the technical problem and you affirm that I cannot use your Internet line to access and use my various IP telephone numbers but at the same time you will publicly declare that your service is functional ... LOL Laughing Out Loud! Same for phone calls on my landline from MIX-voip. A connection is simply not possible from a line coming from MIXVoip. Instead of finding the problem your only answer is: Everything is working fine, you can make calls.
LOL = Laughing Out Loud

Original message:
Technical service without any motivation. No clear answer for weeks, no solution to the technical problem even after months, not even an idea of the origin of the technical problem. Only impersonal letters from the legal department according to which at first glance there is no problem.

For anyone wishing to become a LOL customer, know that at no time was it possible to connect to my IP telephone line from Visual Online and that their technical service after months always seemed to await a return to their request addressed to VO and that more, and worse, I was only accessible on my landline for all incoming calls from MIXvoip.

In short: Prices too high, catastrophic technical service, general service: non-existent

The absolute WORST. Don't waste your time with these idiots or their shore product or service

It's the best ISP in Luxembourg! I took the LOL Fiber offer for my parents and everything works perfectly. The LOL TV application is really well thought we can watch all the channels on his smarpthone in HD quality. I am very satisfied given the advertised prices, they are cheaper than the competitors and the service is excellent!

Very good team, with a very good responsiveness, attentive and very friendly.

they have a very good offer and the welcome was ok,

Everything is perfect nothing to complain about! It's really cheap compared to the competition. We have all the TV channels and the flow is very good I am 9 MB / sec YGGTORRENT while before home post I was only 6.

Thank you

Avoid this company at all costs. Promised 200mb fiber, we signed the contract. After 4month of being without the service, that we were already paying for, they said the fiber can not be delivered to our flat. Our only option was 40mb vdsl.

In the meantime they did the cabling preparation for fiber and even asked for 169 Eur after all the hustle. At the end they said, due to technical difficulties we can't have fiber internet.

EDIT after reply:
Thanks LOL for reading the messages and trying to get better, BUT:

My comment here is NOT about one invoice query that I sent you this month.

This review is about my experience with you last year, when we subscribed to 200Mb fiber line, and after 4month of your inactivity, and multiple calls from me, you delivered vdsl. Also about your request to pay you 169Eur for cabling of fiber.
Or are you saying, that any of the statements above are not true?

I still have some other examples I could point to, that would deserve 1/5 rating, but did not want to write an essay here. If you really want to get better, feel free to contact me and I'm happy to provide more details.

It's very unprofessional of you, trying to simplify and cover your problems I m describing in this review with fact, that you answered one unrelated sales email from me - that has no connection with the issue posted here.