Scarlet Reviews 

Product is good but billing not inconsistent. Keep receiving bills with extra admin costs for ‘reminders’ even though it is the first bill I receive and the pay-date is still weeks away.
Also you can’t login on the website with a foreign phone number.

Avoid the customer service by phone.
They need to improve a lot their customer experience, people working there has zero empathy and experience. For me migrating from BASE to Scarlet was really really hard and I almost regret the migration.

It all started when I filled out the online form. I don't have the itsme app (you need Google or Apple to make it work), so I tried the alternative of doing everything manually, step by step on the website. It turns out that it doesn't work with the Firefox browser (the developers clearly haven't tested that part of the website very well when it comes to uploading a photo of your ID and scanning your face).

So I had no choice but to contact them by phone, and that's when the nightmare began.
First, they asked me to send photos of my ID card to a Proximus email address, then the system crashed and I couldn't confirm my phone transfer. They told me to wait and that everything would arrive by email.
I received several emails asking me to complete my transfer to Scarlet on the website, which didn't work with Firefox. In the end, I had to ask a friend for another PC to do it on the Chrome browser.
After finishing, 4 or 5 days later I received a letter at home with a SIM card that wasn't my number.
I called and they apologized that someone had created a new account with a new number instead of transferring my number from BASE.
They told me I had to call another phone number to deactivate the SIM card that wasn't mine and request a new SIM card with my current number.
Another 4 or 5 days went by and BASE sent me a text message informing me that my number had been cancelled. One day later, my mobile phone line was cut off and I still didn't have my Scarlet SIM card, which meant I couldn't work.
I contacted customer service from a friend's phone and they could do little except blame Bpost for not delivering the letter with my SIM card. They couldn't do anything else.
If I wanted, they could send another letter, but it would take a few days (again, 4 or 5 days without a phone), and I was working that week, waiting for calls from my clients.

In the end, they gave me the solution by email, to go to MediaMarkt, where I was very lucky to find a very friendly person who helped me 100% to activate a new SIM card with my number.
If it hadn't been for the email I sent explaining my problem, I would still be without a phone today.

So if you have to switch to Scarlet, arm yourself with patience, forget the customer service phone numbers (which, by the way, don't offer English support yet) and cross your fingers that nothing goes wrong, because if you have problems, you're screwed.

Horrible Service. They are sending invoices from out of contract. + no English customer service. I cancelled all contact and staying with Proximus

Shameful service.
I don’t even know how to explain everything through a message. So many problems you’ve caused me.
I was left without a phone and without internet for over a month. I was completely unreachable!
You're all liars. You can’t be trusted — you sell dreams, and then you can’t solve a single problem.
I call to say there’s an issue with the SIM cards, and you tell me there’s nothing you can do

For months we have issues with email accounts and passwords. They even deactivated our emailadresses. Called more than 10 times to helpdesk, nobody can help us. They were always very friendly.

trying to downgrade but didn't work so i went to shop to cancel my subscribe due to expensive price of 64 euro each month after promotion expired but they don't accept to those who register online trying to call doesnt work also with my customer number cuss it doesnt exist but still gets the bill from sms and send a mail they just ignores me even it still send me the bill logged into account product not found but still the payment is still there , no invoice, no product and i still needs to pay where is the customer service? i dont recommend this to those who wants to switch. it will takes a long term. from now on im not paying just let it stake!!! every time I get a bill from post i just throw it in the trash!

The internet works fine but the technology of the cable TV is laughable !! It takes 3 or 4 seconds to change channel, takes takes the same amount of time for the the sound to catch up with the image. For a recorded program if you fast forward or rewind it won't even stop until its too late, you'll spend minutes going backwards and forwards to get it to the right place. If you've paused the program and then watching it delayed half the time when you press play again it jumps past your whole program so it could spoil the end of the show (say a Football match for example)or be an hour later. If you're watching a recorded program say for half an hour you can't stop it !! You have to turn the digibox off and on again. Was it designed during the Flintstones time period ? The remote control is also an illogical mess designed by a blind sadist, especially the buttons for fast forwarding rewinding stopping are all different buttons. If you want to watch something you've recorded you have to press the remote control 6 times just to start the program !! It's quite absurd that the Government gave Belgacom billions probably to put in these cables on every street when the technology is obviously not suited to watching TV !!

Dreadful customer service. They simply do not respond, but if they do, they simply side step issues and attempt to evade the subject. Utterly impossible to deal with.

Sadly it is not possible to give them 0 stars. Worst service imaginable since Proximus has absorbed the firm. Extreme bureaucratic. An entitled, rude and impolite dutch guy, answering the phone helpdesk after about an hour of "for this press 1, for that press 2, for shaving your beard that has grown in the mean while press 937" bluntly refuses to even listen to what the problem is. I' ve sent dozens of emails describing in detail every problem. Result: they send me a new remote control which doesn't have the slightest bit to do with the problems and shows their disdain for their customers (Proximus is owned by the government) and even lack of effort to read my mail. They refuse to test my line. They refuse to replace my tv decoder. They refuse to send a mechanic. THEY EVEN REFUSE TO STOP MY CONTRACT! it is going toward 4 months of problems now of which about a month and a half that my tv decoder is as dead as the mummy of tutanchamon. A month and a half I can't look tv. They refuse ANY help and stopped responding to my mails as well. Because of all this I have contacted the "ombudsman", blocked my domiciliering and have reclaimed the last 2 months of pay. In total dispair I've reached out to the Proximus group itself explaining that Scarlet doesn't want to resolve the problem and asking that the proximus group shakes the tree. Would you like to know what they did? They sent my mail to that same client service of Scarlet that doesn't want to help me. And they? They suggest that I reset the decoder. Done that a million times but it is as dead as can be. How do you reset something that is completely braindead?(like most of their client service personnel) All this for refusing to replace a simple defective tv decoder. Before Proximus was in charge again they had an excellent customer service. This is exactly the behavior why I've thrown out Proximus before.
I will not pay a dime till my decoder has been replaced.

I am already a customer of Scarlet and have been using their Wi-Fi services. Unfortunately, the customer service has been the worst I have ever encountered. I’ve been waiting for over a month for a SIM card that never arrived, despite confirming multiple times with customer service that the delivery address and mailbox details were correct.

To make matters worse, I was charged for the mobile plan even though I never received the SIM and have not been able to use the service. No alternative solution has been offered, and every interaction with customer service has been inefficient and frustrating.

I have always paid my bills on time and expected a minimum level of reliability in return.

Until now, I am not impressed .
I ordered my sim card prior to moving
on 7th April and it did mot arrive.
I am connected since 14th April as planned. This went well.
I'm still waiting for my second sim card.
Due to this problem, problem, I am still paying for my Telenet package also, otherwise I would be without my mobile telephone.
I wish that I had never switched!

AWFUL, worst costumer service experience ever!!!
"why pay more?" maybe because in other companies there are actual people working and dealing with your case?
we spent so much money for a month now to buy data, waiting for the company send the technician, canceling our appointment, rescheduling, canceling again, not putting the signs on the street, etc.

not recommended

Now that Scarlet is part of Proximus, my billing changed without any warning. I called to ask for help and was met with a rude, unclear agent on a terrible line. When I asked for clarification, he accused me of pretending not to understand, stating that I was doing it on purpose and hung up on me. After waiting ages to get through, this level of customer service is unacceptable. Absolutely appalling experience. I cannot believe that this is what they call ' customer service'.

Bimal provided excellent customer service—he was polite and offered helpful advice on the best dish pairings.

The food combination was delightful, with rich and well-balanced flavors. I love how we were able to see the food cooked by chef and how all staff were very friendly.

just became a client and already not a very good feeling about quality of services... Installation supposed to happen today but never confirmed by them so now have to wait a week... nothing they can do and customer service agent didn't seem to really care or want to help.

I have been with this company more than for 4 years. I paid my bills regularly and on time. I don't know what changes they have made, in september 2024 my payment which i made on 21/09/24 was not recorded by scarlet. This is approximately the same time i paid my bills before and after september 2024. In december 2024 i was on holiday when my internet was deactivated, say thhat i did not pay my september bill. My friend paid 27.20 euro before the reactivate my house internet.

My friend who told me that scarlet change their bank account number so i should start using the new account number. Even the changes to their account they were able to trace and record my payments for January to july 2024, october to december 2024 but septrember is lost in the wind. I told the this and send several communication with my september 2004 payment receipt. They did not refund the 27.20 euro uptil now, instead was a new claim.

The new claim is that i did not pay my Janurary 2025 bill, this was a repeat version of September 2024. I called, write and even send copy of my payment receipt with clear details of date, time and amount paid. This effort did not stop Scarlet from deactivating my internet. They for me to pay another 50 euros administrative cost for bill that i timely paid for.

This is the third time i am facing such problem with Scarlet. I thnk i should consider my options, the embarassment and extortion is getting out of hand.

After such a long period and many phone calls, I'm very happy with all the product proposed by the pack I choose...
And moreover, after the first call which was very unpleasant and expeditious, all the following were very kind full and brought me solutions and satifaction
Much more funny than the new IA Bot of Proximus itself, which doesn't understand nothing and cutt off the line after 3 attempts!!!...
Grrr 😡😡😡

On me propose par sms un lien me permettant de fixer un rdv pour passage technicien (installation fibre),
impossible de trouver l'endroit me permettant de planifier une intervention via My Scarlet.

Most likely the worst service I ever saw. I prefer to pay more and have a service that actually works.

So first I tried to hire their services 2 months ago. They schedule and reschedule the installation.

To hire them it was all in english, to ask why they don't come some of them were rude because they would only speak dutch or french.

First they would come and canceled in the day... because they needed an authorization to use a ladder in my street. Reschedule. Then they changed the date without telling me, I just saw in the app. Today they were suppose to come. A guy calls and says
"oh.... I need a ladder, I will come another day, bye". I just called them to cancel. Just wasted money in data to have internet while this incompetent service was doing whatever they do. I live in the center of Brussels. So avoid this at all cost. It's really worth it to pay more and just have a service.

I switched to Scarlet from TADAAM to have a bit of a faster connection. On this point I'm not dissapointed, tho it's not declared 100Mbit/s, it reaches 80-90 Mbit's. Installation of was also free so I'm happy with it. HOWEVER! Service desk is some kind of a joke, asked them a simple question - what is "My Scarlet Internet Number" got a reply to give more of my private details (understandable) but then 12 days passed and no answer from them. Are they sleeping there or what? How hard is it to fetch simple number when you have almost all of your client's data. I need this to make an account which is also absurd as they haven't provided me with this number when I've bought the service.