Luxembourg Online (LOL) reviews: what are the internet, fibre and customer service really worth?
Luxembourg Online (internet.lu) is one of the country’s oldest independent providers, founded in 1995, and one of the most affordable. It’s also one whose reviews are the most divided: a core of very satisfied long-term customers on one side, and many critical reports on installation, billing and cancellation on the other. Rather than rely on a single score, we cross-referenced Google, Trustpilot and community forum feedback to separate what is actually being judged — price, network, setup, fees, or customer service. An objective, independent analysis.
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Methodology: why LOL reviews diverge so much
Before reading any score, one thing is essential: review platforms don’t measure the same reality. That is exactly why the same operator can show a fair rating on its point of sale and a much harsher one on a complaint platform. Here’s how we read each source.
| Source | What it actually measures | Bias to know |
|---|---|---|
| Google Maps | Often the sales relationship (sign-up, renewal, referral) | A notable share of positive reviews concern the sale, not the connection or after-sales |
| Trustpilot | The intensity of dissatisfaction of customers who had a dispute | Complaint-driven platform; small sample |
| Community forums | The everyday experience of long-term, unprompted users | Most representative of real use, but qualitative |
One point specific to Luxembourg Online is worth flagging, for accuracy: a large share of positive Google reviews mention a sales adviser or the referral programme — that is, the act of buying — not connection quality or after-sales. This can mechanically lift the point-of-sale rating. Conversely, Trustpilot and forums better reflect the experience once you’re a customer. That’s why we give particular weight to those two sources here.
Good to know about the network: where LOL doesn’t have its own fibre, it relies on POST’s infrastructure. Some reported incidents therefore stem from the underlying network, not LOL directly — a useful nuance when reading stability reviews.
Summary: Luxembourg Online reviews at a glance
Cross-referencing all available feedback, here is the trend dimension by dimension. It’s a qualitative read, designed to help you decide — not a marketing score.
| Dimension | Review trend | What stands out |
|---|---|---|
| Price / value for money | ✓ Positive | Among the cheapest operators on the market |
| Fibre on LOL’s own network | ✓ Mostly positive | Stable and fast according to long-term customers |
| Stability (resold network / VDSL) | Variable | Occasional drops reported, disruptive when working from home |
| Installation / setup | Room to improve | Delays, missed appointments and incomplete installs reported |
| Technical service | Mixed | Very responsive for some, hard to reach out of hours for others |
| Billing / extra fees | High caution advised | Travel, reinstallation and reminder fees frequently mentioned |
| Cancellation / commitment | High caution advised | Notice, fees and billing after leaving regularly cited |
Our read in one sentence: Luxembourg Online is one of the most affordable operators on the market, with a core of very satisfied long-term customers — notably on its own fibre network. But, more clearly than most competitors, reviews surface recurring friction on installation, extra fees, billing and cancellation. A choice that can suit tight budgets, provided you read the contract in detail and get all fees confirmed in writing before signing.
Price: LOL’s main strength
This is where reviews are most unanimous: Luxembourg Online is among the cheapest operators in Luxembourg, and several customers highlight a 1 Gbit/s fibre offer among the most competitive on the market. On forums and Google alike, you find subscribers loyal for 10, 15, even 20 years, fully satisfied with value for money and a technical service they consider responsive.
Two practical strengths also recur: the option, for advanced users, to use their own router, and the ability to subscribe without LuxTrust — handy for a newcomer who doesn’t yet have all their access set up. For a budget-conscious profile, the offer is genuinely attractive.
The right reflex: compare the advertised price with the real total — installation, travel, equipment rental, paper-invoice option. That’s where the real value lies. Our comparator shows each offer’s rates.
Luxembourg Online’s network and fibre
On the connection itself, feedback depends largely on the infrastructure and the address. On LOL’s own fibre network, several long-term customers describe a stable, fast connection that matches the advertised speed (up to 1 Gbit/s). Where the offer relies on POST infrastructure or VDSL, experiences are more variable: some work-from-home users report occasional drops of a few seconds, disruptive for remote connections, even if the line is broadly functional.
Before committing: check whether your home is eligible for LOL’s own fibre or will be connected via the POST network — it’s the best predictor of your stability. If you work from home and reliability is your absolute priority, factor that in from the start.
Installation and setup: worth anticipating
This is one of the most cited points in critical reviews. Several customers report long delays (from several weeks to several months), missed or cancelled appointments without notice, and sometimes incomplete fibre installations requiring a second visit. Some reviews also mention fibre advertised as « available » at the address, then not feasible once the contract was signed, with a switch to VDSL.
⚠ To clarify before signing: ask for written confirmation of fibre eligibility at your address, of the installation lead time, and of all possible fees (travel, cabling, equipment). Several disputes reported in reviews arise precisely from a gap between what was said verbally and what later appears on the bill.
Billing and fees: the main watch-point
This is the theme that recurs most in negative reviews, so it deserves particular attention. Several customers report unexpected extra fees: technician travel fees, reinstallation fees when moving (amounts from several tens to over a hundred euros are mentioned), intervention fees, reminder fees, or even being charged for an account statement. Others mention price increases via indexation seen as hard to spot, flagged through an invoice rather than highlighted.
⚠ The reflexes that prevent most disputes:
1. Have all possible fees listed in writing, before signing (installation, travel, reinstallation when moving, equipment rental, reminder fees).
2. Check the indexation clause and the notice period for price increases.
3. Keep every invoice and check your statements: if an amount is disputed, ask for a written correction promptly.
Cancellation and commitment
The standard commitment is 24 months, and cancellation is another sensitive point in reviews. Recurring themes include: a notice period some customers say they weren’t fully aware of, early-cancellation fees, and above all cases of billing continuing after the cancellation request or during the notice month. Another recurring theme: when moving, the customer may be reconsidered as « new », with a fresh commitment.
⚠ To cancel without nasty surprises: send your request by registered mail (or the official channel provided), get the end date and any fees confirmed in writing, return rented equipment with a receipt, and check your statements in the following months. Keep every proof: it’s your best protection against residual billing.
Customer and technical service: mixed reviews
On support, feedback is very divided — an important nuance. Some customers describe a responsive, competent technical service, able to replace a router or resolve an incident quickly, sometimes the same day, with appreciated follow-up. Others, conversely, report support that’s hard to reach outside business hours, promised callbacks that don’t happen, or disputes attributed to « internal cabling ».
To LOL’s credit: the operator responds to reviews, including on complaint platforms, and sometimes explicitly acknowledges an error by adjusting the billing — a sign of genuine attention to customer feedback.
Good to know — your recourse: for an unresolved dispute with any operator in Luxembourg, you can contact the ILR mediation service (Luxembourg Regulatory Institute, via ILR.lu) free of charge, or the ULC (Luxembourg Consumers’ Union). These independent channels often unblock situations left unanswered.
Which profiles is LOL a good fit for?
You prioritise budget
This is LOL’s number-one argument. For standard use and a tight budget, value for money — notably on 1 Gbit/s fibre — is regularly praised.
You’re eligible for its own fibre network
It’s on its own infrastructure that LOL gets the most positive stability feedback. Check your address’s eligibility.
You’re an advanced user or a newcomer
The option to use your own router, and sign-up without LuxTrust — two practical, appreciated strengths.
You work from home and demand flawless stability
If reliability is your absolute priority, check the infrastructure at your address; a few work-from-home customers report micro-drops.
You’re sensitive to admin friction
This is the most cited point. If you want zero friction on billing, fees and cancellation, read the contract in detail and get everything confirmed in writing.
Luxembourg Online versus other operators
It would be misleading to judge LOL in isolation: in Luxembourg, every operator gathers mixed reviews, especially on customer service and billing. That said, community feedback shows customers leaving LOL for POST, often described as the premium option on stability and support, or for Orange on price. LOL, for its part, keeps a clear price advantage and a loyal base. The right trade-off depends on what you value: price, stability, or administrative peace of mind.
Rather than relying on overall reputation, the most useful approach is to compare the offers actually available at your address, for your precise usage (speed, TV, mobile, budget).
Compare Luxembourg Online, POST, Orange, Tango and Eltrona
Beyond reviews, compare real offers, speeds and prices to make the best choice.
Frequently asked questions — Luxembourg Online reviews
Is Luxembourg Online a good internet provider?
It depends on your priorities. It’s one of the cheapest operators, with an appreciated own-fibre network and a base of customers loyal for many years. On the other hand, reviews surface more friction than elsewhere on installation, extra fees and cancellation. For a tight budget and an address eligible for its fibre, the offer is attractive — provided you read the contract carefully.
Why is Luxembourg Online so cheap?
LOL is a long-standing independent operator with aggressive pricing, notably on 1 Gbit/s fibre. That’s its main strength. In return, some customers feel administrative support and billing follow-up are less smooth than at premium operators — a classic trade-off between price and peace of mind.
How should I read Luxembourg Online’s Google rating?
LOL’s Google rating (around 3.5/5) should be read with a nuance: a notable share of positive reviews concern the sales relationship (sign-up, renewal, referral) rather than the connection or after-sales, which can lift the point-of-sale rating. For the experience once you’re a customer, forums and Trustpilot are more representative.
Why is LOL’s Trustpilot score low?
Complaint platforms mostly attract customers who had a dispute: they measure the intensity of dissatisfaction, not the average experience, and the sample is small. That said, the concentration of feedback on two specific themes — billing and cancellation — is a consistent signal, to take seriously and anticipate before subscribing.
What fees should I watch for with Luxembourg Online?
Reviews most often mention: technician travel fees, reinstallation fees when moving, intervention fees, reminder fees, and sometimes being charged for a statement. The best reflex is to have all these fees listed in writing before signing and to check the price-indexation clause.
How do I cancel with LOL without nasty surprises?
Send your request by registered mail or via the official channel, get the end date and any fees confirmed in writing, return rented equipment with a receipt, and check your statements in the following months. If billing continues after cancellation, ILR mediation (ILR.lu) and the ULC are free recourse.
Does Luxembourg Online’s network run on POST?
Where LOL doesn’t have its own fibre, it relies on POST’s infrastructure. This means some stability incidents stem from the underlying network, not LOL directly. On its own fibre network, feedback is clearly more positive — hence the value of checking your address’s situation.