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Indicators concerning quality of service

Fixed telephony and Internet service quality

Pursuant to the BIPT decision of 3 April 2008 in application of article 113 of the law of 13 June 2005 on electronic communications, Proximus publishes the following indicators:

Fulfilment of announced (and agreed with the client) date for service provision

Comments/clarifications:

Ratio between number of announced delivery times fulfilled and total number of announced delivery times x100. Cases where the announced delivery time could not be fulfilled because the client did not respect the agreement or did not give access to its equipments in due time are not taken into account.


Failure rate

Comments/clarifications:

Ratio between number of customers' calls informing of a valid failure and the total number of access lines during the concerned period x 100.


Repair time (average time)

Comments/clarifications:

Average time between call of customer reporting validly a failure and moment at which service is restored and functions normally. Cases where the repair is subject to an agreement between the provider and the customer are not taken into account. The cases where the client did not give access in due time.

Mobile telephony service quality

Pursuant to the BIPT decision of 03/04/2008 in application of article 113 of the law of 13/06/2005 on electronic communications, Proximus publishes the following indicators.

  • Blocking Rate @ Busy Hour
    • During the 2nd semester 2014 -  very good
    • During the 1st semester 2015 -  very good
  • Dropped Call Rate @ Day
    • During the 2nd semester 2014 -  very good
    • During the 1st semester 2015 -  very good
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