Orange Luxembourg review: ADSL // never installed - rude customer service

Sadly, I had read very poor reviews about Orange but still decided to go for them anyways, and now its my eighth week since I contracted ADSL and I still have no service nor the possibility to contract another provider as they are holding me hostage and would not allow me to cancel my contract.

I signed Orange's ADSL at the end of July 2016. They scheduled an appointment to come and install it on September 5, 2016. I missed work and stayed all morning waiting at home for the technical service to come. They never did, so I called. They told me they happened to be at my home now, and no one was opening the door. I went downstairs, they were not there, they had the wrong address. They told me they would call back to make an appointment, they never did.

It has been more than two weeks. I have called customer care several times, and hear them telling me they will call me back to schedule an appointment, which never happened. So I decided to go to the store. In the store, after 1 hour of waiting, the clerk tells me to call customer service.

I said to myself, that is enough, so I politely asked him to cancel my contract, which never started by the way, because internet was never installed. The guy tells me that I have to pay all the months I have left of the term of the contract to cancel, that is 24 months, from the installation of the service, if I want out. I tell him that no service was installed due to Orange's error in the first place (when, after more than a month of waiting they sent the technician to some other address) and secondly, to Orange's negligence and lack of customer care, as I could never get to call me to schedule a new appointment for them to come and install the ADSL.

In the end, I cannot cancel my contract, even though my contract is not active, and I have no internet connection or prospect of having one as I do not have a scheduled appointment (but was advised that waiting time is 1 month since scheduled, even though I ALREADY WAITED FOR A MONTH and they messed up the address) and I cannot go to another provider to contract another internet.

I still cannot believe these customer care issues are happening in Luxembourg, this country is way behind in customer care and should make available mechanisms to consumer to defend against these big giants who suck the money out of consumers.