Scarlet Reviews 

Worst Internet provider ever.

- Uninformed customer support responsibles
- Untrustworthy planning of the technicians
- Most hear sentence: "Nothing we can do about it"

Full timeline:
10/08/2023: Called them to tell them I am moving and would like to continue my contract with them there. Planned the technician to come on 04/09/2023.

04/09/2023: No one shows up and get a call from the planning service that they can't come and need to plan a new appointment on 08/09/2023.

08/09/2023: No one shows up, even after receiving the automatic text messages the technician is on his way. I call them myself. First possible appointment on 22/09/2023 but they tell me to call back the following Monday as the devision that can give an earlier appointment is already closed. (It was friday 18h30).

11/09/2023: I call them for the possibility written above. "this is not possible and also never possible" is the response I get from customer support. "Call back tomorrow please"

12/09/2023: I call them again for this possibility, again not possible first possible appointment is on 26/09/2023. To be sure it doesn't get pushed even more backwards I agree for this appointment. But they advise me to call back every day at 10:00 to see if a spot opens up.

Called them almost every day for the following weeks.

26/09/2023: During the morning I get a call from the planning service: "the technician will not be able to come before 12h30, but he will come in the afternoon.
15h11: I get a phonecall there is no technician available and that they need to reschedule again.

I give up, there is no working with this company, they don't take their customers seriously and it is clear why they have no google business as those reviews would be too easy to spot for new clients.

If someone used internet is not good for billing system.
We don't know when I have finished my Mb/internet.
Please 🙏 when my internet finished than stop 🛑 it.

The worst customer service experience I have ever had. Avoid like the plague unless you speak perfect French or Dutch. I have been waiting for them to install internet for 3 weeks, received no information when that would happen, sent an email and got no reply, so I decided to call customer service. First I had to wait for 30 minutes and then the lady refused to help me and kept making comments about my French not being up to her standards (and I acknowledge my French is not perfect but I haven't run into any issues anywhere else).

Was good for around 2 months and now I can't even use it because the connection is so unstable. Then when I phoned customer services to try and get the issue resolved the agent didn't speak English so couldn't help me. Not sure what to do now.

Had an appointment for 2 weeks ago, technician was supposed to come from 11-16 o clock. He never showed up. Made another appointment for today, waited more than 5 hours and the same thing happened. Customer service was trash, never told us why he bailed. Kept pressuring us to make another appointment after having bailed on us 2 times. If we had gone to telenet or proximus we would have had wifi 2 months ago. Scarlet is nothing but a cheap, trashy, scam company. I hope they lose all their customers and go bankrupt. Screw them.

TRAUMATIC EXPERIENCE

Scheduled to have my internet transferred to my new apartment. Then the technician cancelled at the last minute!!! I called Scarlet, and they said they DO NOT KNOW WHY the appointment was cancelled because everything was fine. Now they rescheduled me for 9 more days!!! I have no internet now for a whole month and this is causing a lot of inconvenience for two people who rely on the internet for their jobs.

Scarlet, you are costing us money for every delay that you are doing! Why do you not even have a self installation of the device - you put on your website that you have this, but then your agent said I need the technician. But then your technician cancels without any reason????

Also, your customer service agents are very unfriendly and condescending!! They need training on proper manners.

HORRIBLE EXPERIENCE

Client number: 50035217

This website is incredibly frustrating! How on earth am I supposed to get a Scarlet subscription when I can't access the website or call their number without a pre-existing Scarlet subscription!!! Rubbish

I took an appointment for internet installation and had to wait 3 weeks. you told me the technician will come between 8:00 and 12:30 and will call me 30 minutes prior to confirm .... I took the day off my work for this and no one called or showed up ..... How disrespectful and unprofessional is this?? I sent you messages on facebook you barely responded without any solution....I called 02 275 27 27 you pretend that you do not speak English.
Then your technician called me at 13:00 and said he will be at my place in 20 minutes, I waited until 15:30 and he does not show up .... The worst service I have come across in my whole life. you even sent me a text message and made me wait more but no one came to my apartment.

HORRIBLE, no apology, no solution, nothing. I asked you to talk to the manager but you did not provide any contact and ignored my requests. Irresponsible and unprofessional. Then I asked my friend to call you because she speaks French and you just wanted to give me another appointment after 1 week, do you think i will trust you again after this horrible experience and waste my time and take another day off my work just to wait and wait and wait??

This is my client number 50287728

works fine!
upload and download are equally perfect.

I am currently waiting over a month for an internet installation. At the begging, technicians came after two weeks, took a look, left 15m cable and told me to put it underground in tubes and then call again and they will come in next day. I put it underground, called the number I was given, no such number found. I called main support line. Asked for technician to come. First appointment was made for next week due to need to technician to visit twice (for some reason). Called few times to make sure it is already made. Got a cool guy on line, changed date of appointment to 12 July. I called 3 times to make sure it will happend because I even take a day off at work to be home.
Day before appointment they called us that appointment is canceled and told me to call customer service.
At beginning I was told that appointment was canceled due to lack of cable at my location. Explained that I provided cable from house to street. Then we were told that cable must be placed in pipes, that’s why it was canceled. Explained that I told them 4 times already pipes were made.
And last thing we got information that “product is not ready”, okay, after 34 days it is still not ready. We asked why it is not ready, agent told us that he won’t speak with us and ended the call
Next day we called to make complain about him plus ask for more information. I was told that they will call me till Friday. They did not. Still be waiting another week for a call and then 2 weeks for another appointment? Probably I will call on Monday to get someone here to take the cable out as I don’t want their service anymore. Over a month waiting for internet is just hilarious. This company is not reliable as they promise to call you, promise that every thing is ready to install, then nothing happens and another day passes waiting what will be not right next

We have a contract with scarlet and everything was ok till the moment we moved out of the appartement and we requested the change to the new one. They gave us an appointment for the 6 of july and finally they decided to change it for the 12 without any explanation. The day arrived (we had no Internet at home meanwhile we were waiting for the new installation) and they didn't show up...we called a lot of times during the day and they were telling us to wait and that they will come. We lost the full day, we were no able to homework and no-one came for the installation!! We called the next day and the new appointment they gave us is after a month!!! They also said that even if we are without Internet for 40 days they are expecting us to pay the full month.....

Sent a request for internet installation in May. After numerous call they installed it end of July. Incredibly slow, impossible to work from home. Overcharged me for a period I didn't even have a modem. Ignored all my questions and appeals. Will cancel. Terrible terrible service. Avoid at all costs.

Update on July 31st: Still no answer.

When I started first time then scarlet was very good but after two years it becomes worse,

Excellent
Great fast service

Impeccable. manque juste Arte....

Very very very bad connection the booster is useless I subscribed a week ago and I will cancel it the next month.

Worst customer service ever. I switched from Scarlet to other service provider. I called scarlet customer care and as suggested filled the form to discontinue the services. I did not get any acknowledgment, hence called again after couple of days later. I was told that everything is fine and I don’t need to worry. After almost a month I got a bill for the period when I have not used the internet. Now I am asked to again fill the form. Scarlet is kind of a scam which only takes your money whether you use their service or not. I would like to sue this company.

ATTENTION ATTENTION !!!!! Mon conseil est de rester loin d’eux ils ne respectent pas les clients, leur service est très tres tres médiocre et ils mentent. Lorsque vous avez besoin de leur aide, ils ne viendront pas à vous. quand vous les appelez ils vous lisent juste un script écrit dans leur esprit pour que vous puissiez dormir, Je suis resté loin d’eux et je suis allé à telenet, à cause de scarlet je suis devenu nerveux!!!!!!! j’ai une chaîne sur youTube de 9300 abonné et Facebook Je vais dire ce qui m’est arrivé pour que les gens sachent leur vérité ;)

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ATTENTION !!!!! My advice is to stay away from them they do not respect customers, their service is very very very poor and they lie. When you need their help, they won't come to you. when you call them they just read you a script written in their mind so you can sleep, I stayed away from them and went to telenet, because of scarlet I became nervous!!!!!!! I have a channel on youTube with 9300 followers and Facebook I will say what happened to me so that people know their truth;)