After-sales service
When a problem arises, who really fixes it ?
The after-sales score rates the quality of each operator's customer service — based on official data from the regulator (IBPT) and the Federal Ombudsman, not mere impressions.
01
What this criterion measures
Reachability
25 %How quickly you reach the service and get your issue resolved on the first call.
Reliability & operations
30 %Outages, repair times, keeping installation appointments, billing errors.
Unresolved disputes
30 %Cases that had to be brought before the Federal Ombudsman for lack of a solution.
Physical presence
15 %Branches where you can speak to someone in person.
02
How to read the score
Facts, not opinions
The scores are based on the IBPT quality barometer (the telecom regulator) and on the Federal Ombudsman. The Ombudsman is only approached after the operator's own service has failed: each case is therefore a genuine unresolved problem.
86 %of complaints are found to be justified and 97 %end in an agreement — these are real disputes, not fits of anger.
03
The After-sales service ranking
Score out of 10. Click an operator for the detail of each component.
1ProximusProximus network8.2
Dominates by phone (answer 32 s, 92 % within 2 min) and has the fewest outages. Disputes #1 in volume but lower than its size and falling. Densest branch network.
Reachability25 %
Helpdesk response: 32 s · Calls < 2 min : 91.6 % · Résolu 1er contact : 85.0 %
8.50
Reliability & operations30 %
Outages, repair, installation, billing: 3.29 % · 100 h · 96.2 % · 1.37 % · 0.60 %
7.40
Unresolved disputes (Ombudsman)30 %
Intensity 0.91 (≤ its market share) · trend −19.7 %. The “worst pupil” in volume is merely a size effect.
8
Physical presence15 %
121 own branches → 10/10. Densest national network.
10
2BASETelenet network7.0
The best reliability in the panel: few outages, installations kept, a clean start. Lower reachability. Disputes inherited from the Telenet group.
Reachability25 %
Helpdesk response: 66 s · Calls < 2 min : 66.4 % · Résolu 1er contact : 84.7 %
6.20
Reliability & operations30 %
Outages, repair, installation, billing: 3.89 % · 88 h · 96.9 % · 0.83 % · 0.34 %
7.80
Unresolved disputes (Ombudsman)30 %
Inherited from the Telenet group (intensity 1.25 · trend −24.4 %). Cannot be isolated on the Ombudsman side.
6.50
Physical presence15 %
~116 partner points → 8/10.
8
3TelenetTelenet network7.0
Very few complaints about installation and bills, but the most outages in the panel. Disputes down sharply (−24 %).
Reachability25 %
Helpdesk response: 57 s · Calls < 2 min : 73.7 % · Résolu 1er contact : 87.5 %
7.10
Reliability & operations30 %
Outages, repair, installation, billing: 6.25 % · 100 h · 96.6 % · 0.08 % · 0.08 %
7.50
Unresolved disputes (Ombudsman)30 %
Intensity 1.25 (> its market share → the worst of the big players per customer) but trend −24.4 %, the best correction.
6.50
Physical presence15 %
>90 branches (Flanders/BRU) → 7/10.
7
4OrangeOrange network6.7
Bills correctly and repairs very quickly (mobile effect). But Ombudsman complaints are sharply up (+33 %), fuelled by the data leak of June 2025.
Reachability25 %
Helpdesk response: 66 s · Calls < 2 min : 83.0 % · Résolu 1er contact : 86.3 %
7.40
Reliability & operations30 %
Outages, repair, installation, billing: 4.71 % · 24 h · 94.3 % · 3.61 % · 0.04 %
7.40
Unresolved disputes (Ombudsman)30 %
Intensity 0.93 (in line with its size) · trend +32.9 % → alarming trajectory.
4.80
Physical presence15 %
94 own branches → 8/10.
8
5ScarletProximus network6.3
Barometer data frozen since 2022 → rebuilt from our documented editorial assessment + Proximus network heritage. Low-cost subsidiary: more basic support, no own branches.
Reachability25 %
Contact channels: 7/10 · Support location: 3/10
5
Reliability & operations30 %
Outages, repair, installation, billing: B 7.4 − 0.5
6.90
Unresolved disputes (Ombudsman)30 %
Inherited from the Proximus group (intensity 0.91 · trend −19.7 %). Scarlet is counted under Proximus on the Ombudsman side.
8
Physical presence15 %
Authorised resellers, no own branches → 4/10.
4
6VOOOrange network5.3
Slowest repair in the panel (130 h) and the most billing complaints, but the best 1st-contact resolution rate. Disputes inherited from the Orange group.
Reachability25 %
Helpdesk response: 97 s · Calls < 2 min : 66.3 % · Résolu 1er contact : 90.9 %
6.20
Reliability & operations30 %
Outages, repair, installation, billing: 3.86 % · 130 h · 94.4 % · 0.74 % · 0.83 %
6.70
Unresolved disputes (Ombudsman)30 %
Inherited from the Orange group (intensity 0.93 · trend +32.9 %).
4.80
Physical presence15 %
Orange Corners in transition → 2/10.
2
7Mobile VikingsProximus network5.0
Good reachability and clean billing, but slow repair, rising outages and Ombudsman complaints +32 %. Perceived satisfaction contrasts with these hard signals.
Reachability25 %
Helpdesk response: 44 s · Calls < 2 min : 75.9 % · Résolu 1er contact : 88.5 %
7.60
Reliability & operations30 %
Outages, repair, installation, billing: 5.89 % · 125 h · 97.9 % · 2.66 % · 0.09 %
6.60
Unresolved disputes (Ombudsman)30 %
Intensity ~1.2 · trend +32 % (counted as “Unleashed” by the Ombudsman, separate from the Proximus group).
3.60
Physical presence15 %
100 % digital, no branches → 0/10.
0
8hey!Orange network4.9
hey! also offers fixed internet, but the barometer has no measurement of its own for it: it copies Orange in full (reliability, installation, bills, disputes). The only data genuinely specific to hey! is its call centre — slow (answer 138 s) but not disqualifying. We therefore rate what we actually measure for it, not an inherited profile.
Reachability25 %
Helpdesk response: 138 s · Calls < 2 min : 65.0 % · Résolu 1er contact : 85.0 %
4.80
Reliability & operations30 %
Outages, repair, installation, billing: 4.71 % (inherited from Orange) · 24 h (inherited from Orange) · 94.3 % (inherited from Orange) · 3.61 % (inherited from Orange) · 0.04 % (inherited from Orange)
7.40
Unresolved disputes (Ombudsman)30 %
Inherited from the Orange group. (inherited from Orange) = value copied from Orange, not measured for hey!.
4.80
Physical presence15 %
100 % digital, no branches → 0/10.
0
9YoinProximus network4.9
No barometer data of its own. A rebuilt from the editorial assessment (low reachability), B not measured (weight redistributed), C inherited from the Proximus group. Stays at the bottom of the table.
Reachability25 %
Contact channels: 4/10 · Support location: 4/10
4
Reliability & operations30 %
Outages, repair, installation, billing: Reliability not measured separately (see note)
—
Unresolved disputes (Ombudsman)30 %
Inherited from the Proximus group. Yoin (a Proximus subsidiary) cannot be isolated on the Ombudsman side → takes the group's score.
8
Physical presence15 %
100 % digital, no branches → 0/10.
0
10DIGIown network + Proximus2.2
New entrant. No IBPT barometer data yet → weight B redistributed. The Ombudsman records 461 complaints on a tiny base, 120 of them about the accessibility of customer service — which confirms the low reachability from the editorial assessment.
Reachability25 %
Contact channels: 4.5/10 · Support location: 3/10 (support in Romania)
3.80
Reliability & operations30 %
Outages, repair, installation, billing: Reliability not measured separately (see note)
—
Unresolved disputes (Ombudsman)30 %
461 complaints on ~1 % of the market → explosive intensity. 120 concern the accessibility of customer service. Cautious score, capped.
2
Physical presence15 %
100 % digital, no branches → 0/10.
0
04
Sources & transparency
IBPT quality barometer (half-yearly readings 2025) · 2025 annual report of the Federal Telecom Ombudsman · branch count.
An operator can contest its score with supporting data: connect@bloxi.be — reply within 30 days. The calculation details are public.