Online.nl Reviews 1,131

We lost our internet connection 8 days ago - after more than 28 telefoon calls and frustration, miscommunication on several occasion by them to the provider Delta we got the problem resolved ourselves. It took one enginner, remotely to reset Onlines setting which were incorrect programmed. This company needs to get off its backside and work for its customer base and not give a standard line when contacted with problems. Ideally I urge all online customers to find another provider!!! This company is less than trustworthy and as Client you are Below ZERO in their prio list.

Terrible company. Internet is very bad, they keep on upping their prices even though you have a running contract with them. Tried to cancel my contract, they made me an offer to lower my monthly price (this was in June). Then after my contract started they upped the price again (in July! which they said nothing about when making the offer), so now i'm actually paying more then before and now i'm stuck with them for another year.

I rarely ever gave a bad review for a company. However, online.nl’s customer service is incredibly bad and is not able to solve a simple issue for multiple weeks. To be honest, this was the worst customer service experience I have ever had in my life.

Worst provider, very irresponsible and playing with my time. Unable to fix issues on a timely manner. I WOULD NEVER RECOMMEND.

They left us for Christmas without internet connection. I am working from home, so I can’t work either. The first available engineer is only in a week. Horrible company without decency or respect for the customers. We are stopping the contract.

Alles top. Internet goed.

It looks like, people can place fraudulent orders on Online.nl website. Online.nl does not check their orders properly. They have deficient business processes I think.
In my case, someone ordered an internet subscription on their website for my address. Similar stuff happened before and I have a report at the Police. When I mentioned this to Online.nl, they did not care. They still want me to pay for the subscription that I did not place. They have no contract with my signature, no verbal agreement (sound recording or so). This happened when I was abroad and I have never used their service. When I came back, I saw their "installation package" with modem etc inside.

But they still want me to pay for the result of their deficient business practices.

I think such businesses with deficient business processes and bad practices are encouraged by loopholes in consumer rights in The Netherlands. If you buy a refrigerator and it breaks down during the warranty period, you are safe in The Netherlands. But if a company tries to extort money from you for something you did not order and for something they have no proof of contract (signature, voice recording etc), consumer rights is non-existent in NL.

By the way, this Online.nl are so complacent that; when I told them to arrange with their courier service for the "installation package" (there seem to be modem etc) to be picked up at my address, they could not even arrange it. I do not know if it is incompetence or complacency. But it is really strange.

All they could do is to hire some competent business process designers and fix the deficiencies in their order validation processes to start with...

Strange enough, Online.nl is owned by a company called Canal+ Luxembourg. Why do they have their company in Luxembourg by the way? I hope Belastingdienst investigates their books...

2 years after the fraudulent contract was eventually cancelled (as they started the contract the very day I phone them despite saying the contract would start when the line would be opened, which prevented me from cancelling the contract by missing the end of the retraction period), I receive today:

"We recently asked you via invoice 401392866 to pay the outstanding balance of € 1.24 after canceling your subscription. To date, however, we have not yet received this amount.

We kindly ask you to pay the full amount of €1.24 within 15 days of receipt of this email. You can view your outstanding invoices via Mijn Online.nl .

You can easily pay via iDEAL and the green payment button below.
If we do not receive your payment on time, we are forced to hand over the claim to a collection agency. Please note that in that case you also owe the statutory interest, the extrajudicial collection costs and any legal costs.

For your situation, the extrajudicial collection costs amount to € 40.00."

There is no insult that could accurately describe how much of an idiotic company this is.

They could not spell my name or my address properly (ever), then they refused to cancel the contract, then after a year I cancelled the barely working and constantly breaking internet connection.

I even received a direct call from their apologetic Exec about a year ago asking for feedback, and now they are back at it to obtain 1 euro from me and threaten to get 40 euros for this.

DO NOT EVER DO BUSINESS WITH THOSE SCAMMERS.

If you do, the sales service will lie to you to get you to sign in, then you will be stuck with them for a year despite the retraction period that they just ignore.

From my experience the Online.nl is the worse internet provider I have ever had. The internet is constantly going down, somedays it holds but all of a sudden it goes down again and again. It feels like playing hide and seek. This is extremely frustrating, especially when someone is working from home. I do not recommend Online.nl to anyone. Disgraceful service.

Started quite well last year, a little hiccup, but now fiberconnection comes to a halt out of nowhere, TV drops out, unreachable customer service. I am going to sit this one out, and then of to another provider.

After just one month problems appear, no internet, no help from customer service, no solution!!!

Can't give a zero stars rating. Too bad, they deserve it.

horrible provider, internet doesnt work. 200kbp download speed. tv barely works. do NOT go here ever they will totally scam you.

I had 1 year contract with Online.nl. Internet was a nightmare, very unstable connection dropping many times a day. Moreover when I canceled the contract in September,
Postbus 460 1200 AL Hilversum,
my cancellation letter was ignored. I had to pay 2 extra months because of this. I believe they are only in Luxembourg without any office in NL.
Update: i got to pay yet another month, asked reimbursement via the bank, but i have little hope to get the money back.

More 2 months and I am getting rid of online.nl

- poor network quality
-poor customer service
-annoying retention department.
-poor finance department

Bad customer service / not English friendly.
The internet works but my WiFi access - network and system access- is compromised. I have tried to explain this to them and they cannot change my access. Therefore, other people use my WiFi and I’m powerless to do anything about it . I’m grateful that I don’t live in a country that fines for downloads because who knows what the other on my network are doing and it would be all my fault! this company is doing nothing about it. I have tried everything and now writing this review. Next I’ll be terminating my contract to re-establish a new WiFi connection in my home.
Discriminatory: the company only has instructions by video... these are in Dutch. For anyone who isn’t Dutch, you’re not able to use their self service. The closed captioning in English doesn’t work. And since the company doesn’t have a customer service that is helpful, it is an extremely frustrating experience if there is any glitch . Good luck to the new subscribers!

What should I say? They are refusing to change a not running router. Have to restart it every day. Support is rude, they don’t even write your name when they start a conversation. It is not their fault, always your fault. Overall a poor performance from that company.

They cannot give stable internet due to a modem issue. The solution would be another type of modem, but they don't have this. They agreed that I can then cancel the contract, even though the duration is not yet past. However, they accidentally put in their system that my problem is resolved. They then cancelled my contract cancellation request without letting me know this. I found out when I asked why I had not heard from a contract cancellation yet. Now they opened a new ticket before proceeding to cancellation again, and there is no way to speed up this process.

I've been trying to get rid of them for 5 months now, and they keep making mistakes, which makes it that I can't leave.

They may be the cheapest, but they have the absolute worst service and process I have ever encountered in a company in this sector. I would not recommend Online.nl to anyone ever, please be warned!

WARNING Please don't use this internet provider, terrible service and terrible Quality