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The Belgian web supplier Telenet has been struggling for months with main technical issues after a migration to a brand new laptop system. The State Secretary for Shopper Safety needs to see a concrete plan from the telco this week.
The Ombuds Service for Telecommunications stories to De Standaard that 1785 recordsdata have already been opened in opposition to Telenet within the first 4 months of this yr. “For the reason that early years of Telenet, I’ve not skilled this enormous variety of complaints. After which we’re solely seeing the tip of the iceberg,” ombudsman Luc Tuerlinckx instructed the newspaper. It’s not recognized what number of clients are literally affected.
These could be issues with billing, entry to mailboxes, contracts that aren’t terminated, excellent credit that aren’t refunded and even clients who’re entitled to a so-called social fee, who immediately must pay the common fee. Instantly after the migration, there have been additionally clients who didn’t obtain web, cellular telephony or different providers. These clients had been prioritized and all these points ought to now be resolved, however that has prompted different issues to pile up. Customer support could be overloaded consequently.
The State Secretary for Shopper Safety, Alexia Bertrand of Open Vld, needs to fulfill with Telenet this week and expects a concrete plan to unravel the issues shortly. Telenet’s spokesperson says that the issues had been already underneath management just a few months in the past, or so the corporate thought. Now additionally they admit that this isn’t the case, however that they’re working onerous on options.
In the meantime, the opposition occasion Nieuw-Vlaamse Alliantie has submitted a invoice that obliges telecom suppliers to compensate clients in the event that they fail to supply their providers. Telenet did the costs final month up one other six % to compensate for inflation.
