Userbase

Hello,

Appologize me if it is written in english instead Dutch

Please introduce me with my first post directly finger pointing to this provider in Belgium.
I would like to warn all new potential customers of Dommel based on my experience with this provider.
1. I ordered their speedconnect plus with fix ip address included on 11th April 2012 and off course i get all email regarding payment and so on...
2. i got email activation on 18th April 2012

Dear xxxxxx xxxxxxxxn,

The installation/migration/adaptation of your vdsl2 connection is planned on 20120522 (YYYYMMDD).
Please make sure somebody is present on the installation address at the installdate. A technician will pass by to check or adapt in-house cabling.
If nobody is at home, an additional install fee of 49.00 euro is charged automatically to your account for a second intervention.

We are pleased to announce you the following account details:

connection details:

vdsl2-number:.......... xxxxxxxxx
vdsl2-login:........... dslxxxxxx@schedomfix
vdsl2-pass:............ Dxxxxxx
news-server:.......... news.dommel.be
news-login:........... [email protected]
news-pass:............ Dxxxxxx
pop3-server:.......... pop.dommel.be
smtp-server:.......... relay.dommel.be
webmail:.............. webmail.dommel.be
wan-ip:............... dynamic

then i logged in to their system on the same day and do the fix ip address request on their infamous crm system

As i already made payment for one month and the line will be acivate on the 22 of May.
3. before 22nd may of may i recieve invoice that i will have to pay.. then i call the service desk and Cindy explain that they work on Prorata system. and they will update my biling once the internet has been delivered.. STRANGE!! but Okay i pay..
4. On 22nd may the technician came and activate the line and Hurray the internet did not work with dslxxxxxx@schedomfix but wel with dslxxxxxx@schedom this is dynamic ip address, BUT i need fix ip address. Since then i called everyday regullarly to their Support team most of the time i got Peter on the line, he is friendly BUT helpless as he keep promising me everytime i call tomorrow will be fix. until today 5/6/2012 i called him again and this time i got very angry because the answer is the same!! and i asked him if he could put me to the second line because he said he cant do anything about it!!! WHAT KIND OF SUPPORT IS THAT" but he said the second line do not support customer through the phone line. so this mean i will have to wait until peter get them through!

also remark regarding their product if you ordering speedconnect plus you will only get 14Mbits lines instead 30 Mbits on their product offcourse they put small letter on it! but again this is kind of misslead advertisement!

i am proceeding to Test aankoop about this issue hopefully they can help me with my fix ipaddress instead of their support helpdesk which is useless!

so if you ever wanna use this provider please read this horror story and other story about this silly company who has 1 or 2 support person!

your nickname should be 'frustrated'

You're "proceeding to Test Aankoop"? I'm curious to know how they could possibly help you.

I think the best thing you can do is switch to a different ISP immediately. Once you've got an issue with Dommel it never gets fixed...

I think http://www.ombudsmantelecom.be is better than testaankoop for your problem

As many before you already have experienced. When it works, it's a good product, but the minute you get issues with it (be it technical or administrative) you're f00ked in the p00ph0le.

Unfortunately a lot of people end up here AFTER they run into issues. I don't know if you checked for online reviews/experiences regarding Dommel, but if you had you would have certainly come accross countless posts and rants about this provider's services (or lack thereof).

You could file a complaint at the Ombudsdienst Telecom (Telecom Mediation Service): http://www.ombudsmantelecom.be/en/home.html?IDC=101 but know that Dommel doesn't reply to them and they cannot enforce anything. I doubt that they would listen to Test Aankoop as well. My advice would be to send them a (registered) letter asking them to fix (no pun intended) your issue within a reasonable term (say two weeks). And if they cannot you just deem your internet subscription as void, stop all your payments and switch to a different provider.

I would advice as well to submit a complaint at the Telecom Mediation Service (Unfortunately, it will not fix your issue... But it might be beneficial in some other areas: for example not paying bills that are in dispute).

Lessons learned: Read userbase before ordering an internet subscription

Thank you for all your respond, i am late to find this forum, and what i found here is just nightmare with this "Rommel" in deed i am f0cked by them and they also tell me if i cancel the contract i will get fine

ldw schreef:I would advice as well to submit a complaint at the Telecom Mediation Service (Unfortunately, it will not fix your issue... But it might be beneficial in some other areas: for example not paying bills that are in dispute).

Thanks for the suggestion i think that is what i will do

Write them a letter of formal notice (ingebrekestelling) with recorded delivery and give them a week time to fix the problem.
If they don' fix it in a reasonable time after that letter, leave them with another registered letter that you stop the contract. They will threaten you for contract breach, but you know have some evidence in your hands.
Get another service provider.

I called him again and this time i got very angry because the answer is the same!! and i asked him if he could put me to the second line because he said he cant do anything about it!!! WHAT KIND OF SUPPORT IS THAT" but he said the second line do not support customer through the phone line.

I'm not sure they even have 2nd line support

also remark regarding their product if you ordering speedconnect plus you will only get 14Mbits lines instead 30 Mbits on their product offcourse they put small letter on it! but again this is kind of misslead advertisement!

Of course they should be more open, but this is inherent to VDSL2 (and the profiles determined by the BIPT).

so if you ever wanna use this provider please read this horror story and other story about this silly company who has 1 or 2 support person!

Most users already know this, sadly this isn't the only horror story of Dommel on Userbase.

Shame they let themselves go that much. I remember when I first got dommel, now at least 6 years ago I think, it was a great provider.
They helped push the market towards higher download limits.

Back then, whenever there were problems or changes they'd post it to the news section on the CRM. There would be at least one post each month. Back then their support was a lot better too, not saying it was great back then, but it wasn't completely crap like it is now.

I wonder what happened to them, it seems like they just don't care anymore.
Personally I'm only staying with Dommel because, as said earlier, as long as you don't have any problems, they're a decent provider.
That and avoiding the hassle that comes with switching providers (if it ain't broke don't fix it mentality).