Scarlet Reviews 

I hired the mobile services almost one month ago. I have sent 4 emails and make 2 calls and I am still waiting for the SIM Card.

Had an appointment with a technician to install internet. Even though I mentioned it's a new home and there was no cable yet, the technician showed up and immediately realized he wasn't going to be able to help. Planned a new appointment, they called to confirm, no one showed up, no notice of any kind. I sent a request to follow up but no response. I guess they don't want to make money...

Thank you for requesting feedback regarding my recent switch to Scarlet internet services.
I would like to share my experience so far, which unfortunately has not met expectations. The overall service quality is not satisfactory, especially in terms of WiFi performance. The signal strength is significantly weaker than before, even though my home setup has not changed and I have a well distributed WiFi system in place.
My main concern appears to be the router currently provided. It seems outdated and does not match the standard offered by competitors such as BASE and Telenet, who operate in a similar price range.
Please could you review this situation and advise whether a more advanced and reliable router can be provided.
If no improvement can be offered promptly, I may need to switch to another provider within this week.
Thank you for your kind support and understanding.

Last month, on May, 12th, I get an e-mail: "Last reminder! 34 euro, Pay now or get suspended!." Opened the invoice: invoice date: May 6th - due date May 22nd - Payed it May 16th). [I never received the initial invoice, nor reminder 1 or 2]. Yesterday, I wanted to watch Red Devils WK game, internet was super slow (again no invoice, nor reminders received). Logged in to Scarlet website: "May not payed" - "Total invoice for June: 118 euro" (May €34 + June €34 + 30 reactivationcost + May €10 remindercost + June €10 remindercost). Just called to costumer service: Lady was not native speaker, but was super friendly (hence not 1 star) but I had to fight tooth and nail for 1h and 6 minutes! to make her understand the May payment was in time, so no cost should be payed. Her conclusion: just pay €34 for June (As it is due to 22th and thus not yet past date yet) and the reminder- and reactivationcosts don't have to be payed. No compensation offered, not a single sorry. (had to watch the game via 4g, so no more data on phone left this month, lost 66min of 120min monthly call-time, and the kids also used up lots of their phone data for this month). Above all I'm not sure if she actually made the correct adjustments in the system, because when I log in to Scarlet-site, it still says I have to pay 118 euro. Payed 34 euro for June. Hope someone at Scarlet can confirm the costs are actually canceled.

Scarlet are terrible. Bad and dishonest customer service. No continuity between complaints. My internet speeds are terrible, the connection cuts out multiple times a day and they are incapable of sending an engineer to fix the problem. Avoid at all costs.

Sim deactivated while everything was paid on time.
Tried to order a new one online but i quit as it's impossible.
i never wrote a review before, but i needed to as the website is the worst online experience i've had. Ever.

tried to login and order more than 30 times with a different small errors all the time.

Everything about this platform is the worst.

Very unstable internet. Speed test day to day is all over the place. Sometimes there is just now internet for hours! Regret getting Scarlett. Will be switching very soon.

ZEER ZEER SLECHTE service! Scarlet is erg onprofessioneel. Ik heb 45 dagen (!) moeten wachten voordat ik internet kreeg in mijn nieuwe huis. Een van de technici kwam gewoon niet opdagen. In plaats van dezelfde of de volgende dag een nieuwe te sturen, moest ik nog eens 3 weken wachten voordat er een andere technicus langskwam, alleen om te horen dat hij de kabels niet kon aansluiten en dat ik opnieuw 3 weken moest wachten.
De klantenservice beloofde te helpen en het zo snel mogelijk op te lossen, maar dat deden ze niet. Helemaal geen hulp. Toen ik om compensatie vroeg voor de 6 weken wachten voor niets, kreeg ik niets.
Dus mensen, ga beter ergens anders naartoe voor je internet — het is alle frustratie en de slechte klantenservice gewoon niet waard.
Klantnr: 37164384

VERY VERY BAD service! Don't go for Scarlet, they are very unprofessional. I had to wait for 45 days (!) before i got internet in my new house. One of the technicians just didn't show up. Instead a sending a new one the same or next day, i had to wait another 3 weeks before a new technician came, just to hear that he couldn't connect the cables, and that I had to wait another 3 weeks. The client service promised to help and fix it asap, but they didn't. No help at all. When I asked for compensation for the 6 weeks of waiting in vain, I didn't get any. So people, you bette go somewhere else for your internet, it's just not worth al the frustration and the terrible service.

Always a slow Internet connection!
I've had scarlet for 3 years now, and I must say it wasn't as good as I thought!
Also, I have Proximus phone data, and it's terrible to say the least!
I'm going to look for a provider who delivers what he's promised!

I changed from Proximus to Scarlet because the price looked good and it still uses the proximus network. Boy was I wrong!
WORSE DECISION EVER!
The mobile coverage is Shit!
I went to Evian (France) and did not use my phone on our way there when we were in Switzerland because I know that there were roaming charges. When I used my phone it was in France, and I called Scarlet for around 5 minutes because the connection was so bad and I did not have internet. Nobody picked up the phone, I was put on hold for 5 minutes and I finally gave up and just used our hotel's wifi that day.
When the invoice came, sure enough there were roaming charges as if I was in Switzerland. eur 15 for a total of 5 minute call - CALLING SCARLET BECAUSE OF THEIR SHITTY COVERAGE.
I mean, really, it was because their coverage was shitty and I had to call them because I had to use waze to find a way to our hotel, and nobody could help and STILL I was charged as if I was in Switzerland (Which I was not, i was in france but their network probably couldnt join the french companies and piggybacked on the swiss one i guess).
I called and there is nothing they could do about it.
in addition to this, even in Belgium the network is shitty. My home internet isn't much better either.
so at the end, the price that initially looked good was bad because I have had problems due to their network (problems during zoom meetings and when travelling) and it's not worth the hassle. I am recommending that you use any other provider except Scarlet!
I am changing again and will tell my friends who are using it and who changed due to my initial recommendation to move again to another company!

I would say that their score on trustpilot should be much better according to our experience with them. When we wanted someone on fb, reply was fast and solved our issues. When I had to call, they were also there. Happy for now!

No internet and no-shows.
One week without wifi and hearing their promise of sending a technician the next day. Nobody shows up. We do get voicemails. Of people telling us they were unable to pass by. Feels like we're stuck in a loop. Quite disappointing, guess it's time to change provider.

I am customer from 10 years almost and I got an appointment to can have the fiber. Appointment possible from 8 to 17. With this economy we have to give up one entire day for them. Ok, let’s do it…

I wait the whole day, I call them around 16:10 to know if there are problems, no , sure they will come they assured me at the phone.

Me waiting at the window to avoid they will say they didn’t found us…

16:40 I received an email that they called me twice and sent me voicemails.

Lies: I sent a claim with my calls and they didn’t called or voicemail me, and I was here waiting.

I call back to have another appointment but I do not accept 8 to 17 again, because they lied.

You did choose to not come, I wasn’t called, so the are lying and I do not accept to lose a day again because you lie that I was not reachable.

I sent a claim and they said they saw the calls but they didn’t saw my screenshot with the real proof or not calling and no sending voicemails.

Scarlet did not respected the appointment.

They lie and I showed they didn’t call, so this should have been enough to get an excuse and an appointment with a time! Not again 8 to 17 because you have Liars working for you…

Good customer service
Good price

Good morning
My official claim concern the following: I had previously been contacted concerning the fibre installation at my home- a technical team had agreed to proceed to install this last Friday February 6th; SMS received with timeframe 8H00-16H30.
All necessary arrangements on my behalf to be present between these hours were coordinated.
16H20 two technicians arrive to inform that the team assigned to install were delayed; they enter to make photos of the garage in order to advance as much as possible their colleague's intervention.
Consequently they go back out to their truck and 20 minutes later they inform me that it would be too late to start and that I will receive a new message to schedule this intervention, which I did and am not willing to spend my precious time waiting for Scarlet again.
I find this an utter lack of respect for my time today when I contacted Scarlet and as an answer I was informed that 10€ would be deducted from my next payment as compensation for the incident last Friday.
You should seriously reconsider how to treat your clients in this era of open competitiveness.
I am expecting feedback from your side.
Your extremely shocked client,
H.Torres

Scarlet encourages you to use their app but the app is really bad always gives oops error and bills coming from different channels once mail, one sms, once on the app. At the end i needed to pay 110 euro for their modem and it was because their bad communication. I would never recommend them

It’s cheap and the staff are friendly, encouraging and Dutch The app is enraging. I am not a robot. Cory Doctorow is right about the enshittification soon we will revolt. Death to the AI.

Ordered an internet connection for my parents and exactly two months later 1 visits by a technician, 1 visit by a technician at the wrong address and 10 phonecalls finally decided to cancel my order. They say they will call back within 2 days but they never ever did in the entire period.

That isn’t a trustful company. It is very slow for troubleshooting and the helpline isn’t efficient on the phone nor online. The service is managed by an AI system and not by staff, although always nice, but who depend on it for authorising the processing of inquiries. Their only working tool is the automatic billing, obviously. They don’t have physical shops hence it takes ages before they solve issues. Prices are correct but you don’t have proper customer service.

Half of their games don't work. Then on chat with a custom service person for over half an hour waiting.