The media is based in part on reviews left online on Trustpilot, around 80, which are rather negative. Evil tongues will say that this is quite standard for online reviews. The Telecoms Mediator reports around 20 to 30 complaints.
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“We are an appeal body, there can be a gap between the problems encountered and the complaints we receive. On the front line, it is the operator who manages complaints. So for the moment, we are at around thirty, on several issues. There are no clear red threads or big, very marked problems. But, for example, you need the Itsme application to become a customer (which can slow down some users who are not used to this application, Editor’s note)”, explains David Wiame, the Mediator.
gull“The volume of new customers can explain delays in the portability of Sim cards for example. Afterwards, there is a law which regulates this. The operator is exposed to three euros in compensation per day of delay.”
“The volume of new customers can explain delays in the portability of SIM cards for example. Afterwards, there is a law which regulates this. The operator is exposed to three euros in compensation per day of delay“, he continues. A SIM card is supposed to arrive within 48 hours after ordering before it is considered a delay. Whether for Digi, Proximus, Base/Telenet or Orange, their low cost subsidiaries or the virtual operators who do not have their own network.
Data protection: problem solved?
“For the question of consent to appear in the White Pages, they must resolve this data protection problem. We therefore have a small anthology of complaints but for the moment, it is quite classic for a new entrant“, continues the Mediator. Remember that Digi had already had to postpone its launch from last summer to December to manage certain unforeseen events. The multilingual Belgian market is sometimes particularly complex.
“We have already had the case with small virtual operators. So is it an internal problem or simply too many requests? Either way, it can happen in the first days”comments David Wiame, who nevertheless remains vigilant.
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On the Test-Achats side, we are informed that they have created only 14 files of user questions and only 5 complaints. “So quite little in reality”, specifies the spokesperson, Julie Frère. “We don’t have any more than for other operators.”she specifies straight away. “These are youthful illnesses, but Digi must find solutions as quickly as possible to prevent this from being an argument used by other operators to dissuade customers from moving to the competition. They must be there so that Digi’s entry into the market has the expected effects for consumers.” she continues.
And on the Digi side, the press officer specifies that the operator is crossing “a dynamic period due to the great success of our recent launch. This has attracted a large number of new customers, which is a positive development for us, but also brings its own set of challenges“.
The operator specifies that “in Due to the particularly busy holiday period, delays were noted in the delivery of our SIM cards. The situation is now under control and we continue to aim for delivery of SIM cards within 72 hours. In addition, for the majority of customers, the number porting goes smoothly, and in some cases it is even done within a few minutes.”. She specifies that delivery problems sometimes still occur due to incorrect contractual information provided by customers or delays on the part of other telecom operators in transferring customers. “We are also taking steps to quickly find a solution in collaboration with these parties.”she specifies.
As for the publication of customer data in the White Pages online directory, she specifies that this was “of a human error, which has been corrected. All affected parties have been notified, and no further action is required from customers at this time. We sincerely apologize for this incident and have initiated an evaluation of our internal and external processes to prevent this from happening again. Customers with questions about this can contact us via [email protected].“
No complaints for the relatively limited fixed internet offer have yet been reported.
