XS4ALL Reviews 286

Four years ago, XS4ALL informed us in writing that we would soon receive a free glass-fiber (fiber-optic) connection. That promise was never kept. It took another two and a half years before the actual glass-fiber line was installed at our house — and during all that time, we still had to pay around €60 per month for a very slow DSL connection.

Meanwhile, our neighbors were already connected to fiber and paid only about €25 per month — which makes no sense, as the much faster fiber connection appears to be significantly cheaper than the slow DSL service. XS4ALL gave us no solution or clear communication, and we eventually discovered that the only way to activate our fiber line was to switch to another provider. It seems they preferred keeping customers on more expensive DSL contracts rather than enabling the cheaper, faster fiber connection.

In total, XS4ALL cost us about €35 extra per month for two and a half years — for extremely slow DSL internet. Unfortunately, I no longer have the original letter from XS4ALL that promised a free connection. Otherwise, I would have gone to a lawyer and filed a claim to recover the money we overpaid.

Very disappointing from a company once known as the best internet provider in the Netherlands.

What a shame - KPN managed to infect Xs4All with their poor performance. Switched from KPN to XS4All knowing that it was part of the same parent company, because the modem and service of XS4All came highly recommended. Unfortunately, the performance is now down the drain, the wifi analyzer encourages me to get a repeater, even after indicating I have one already and and I have zero faith it will be fixed if the customer service is now anywhere close to what I experienced before switching to XS4All.

We are custumer since tye begin of xs4all with the shiva bhang research counsel ...never had a problem,,,since kpn took over we have a lot of problems...like the internet is not stable fails often...
And worse is the helpdesk...we have several different nationalities working for us and not all can speak dutch.
Now with a problem of no dsl = no internet ...
Today we called the helpdesk several times because the mechanic didnt show up and some/ actully one of the guys refuses to speak english and talking ninsense to justify his,,to us rachist attitude,,,what a xxx amsterdam is a place where international companies are located, expats work and contribute to the system....and this guys acting like little ( not wanted word to szy what he is) enjoying his powertrips on the telephone ( like today we had to organise a person who can speak some dutch to explain our problem) and causing a problem instead of finding easy solutions....better work in the febo if you cant speak english..
To us it feels we should move to a different provider

€150 per month for all services but not all services are working been calling been mailing so very irritating 😠 bad service just stealing my payments oplichters 🤬🤬

XS4ALL is an awful hosting company who chooses to engage and be complicit in internet harassment by allowing illegal content on their servers.

I know the current / future xs4all is/will be different from the original xs4all, but since they still pride themselves on support and quality I thought it was still a good choice for an adsl provider.

However, the communication during a 1.5week malfunction was terrible. I had to call multiple times and each time a new engineer was "already" planned but the problem was never solved.

Afther that 1.5 week I had enough and arranged for a stable cable connection again, and tried to cancel the subscription. This took a bit of effort and the employee handling the cancellation actually pretended to be offended and make me feel guilty for "not giving xs4all a chance to fix the problem"

I am at a loss for words now. Since when is waiting 1.5 weeks, calling every other day (because they won't update you) and still not having a fix "not giving a chance"?

What is the limit xs4all (or KPN) when a customer can cancel without feeling guilty? A month?

Does xs4all still pretend to live in the 90's where flakey connections are acceptable and being online for a couple of hours per day is fine?

In the end, since the malfunction is infrastructural, it would have been the same with any other provider on the KPN network but at least you wouldn't be paying for support (or marketing about support) that you don't actually get.

Gutted by KPN

Every useful extra (ipv4 subnets, better customer support, websites etc...) is being removed by KPN. XS4ALL is now nothing more than a dying hollow shell owned by KPN.

0.5 mbps is a common occurrence every weekday afternoon for at least 30 minutes. Un-f***ing-usable. Dial up would be an improvement.

I have used XS4ALL for a little over a year. In that time, I never faced any problems regarding internet speed or connectivity. When it was time to cancel my subscription, I was quickly assisted by an eager and friendly man by phone.

It looks like KPN has killed the best internet provider in NL!
xs4all were always the highest rated for customer service and have been absolutely brilliant over the 10 years that I have had an account, but over the last 6 months it has become impossible to reach customer support when issues arise. Emails are ignored and phones are not answered.
Congratulations KPN on demonstrating how to take a company from hero to zero in almost no time at all!!

Update - upgraded by a star as once reached, the support team have been as helpful as usual, but it involved sitting on hold for 35 minutes!

Poor service! It's almost impossible to reach customer service by phone.

I had xs4all internet for 2 years at a central location in Den Haag, just worked fine (after about a month trying to get the modem working - cabling issues within the building). Good customer service and reliable internet. Only problem was you had to pay within 14 days, not the one month as required by Dutch law.

Nooit gedacht dat ik een slechte review zou plaatsen over XS4all. Ooit met kop en schouders de allerbeste internetprovider die je maar kunt vinden. Ik ben dan ook niet voor niets meer dan 22 jaar lid bij hen geweest (want XS4all had leden, en niet simpelweg klanten). Maar helaas, ook XS4all bleek niet opgewassen tegen het oh zo machtige en onbekwame kpn. De sukkels bij kpn zijn er in geslaagd binnen enkele maanden XS4all te degraderen tot de allerslechtste internet provider. Helpdesk is een brok ellende, tenminste, als je ze al te pakken krijgt na rustig 45 minuten in de wacht te staan.
Internet verbinding valt minstens enkele malen per week gewoon weg, soms voor 10 minuten of meer.

Ben sinds enkele weken overgestapt naar Freedom Internet. Wat een verademing, het voelt weer als wat XS4all ooit was. Het voelt weer als thuis, inclusief het oud-XS4all personeel wat inmiddels bij Freedom Internet werkt (en het ook opgericht heeft). Want we weten natuurlijk allemaal dat de echte XS4all-ler voor geen goud voor kpn wil werken, dat hebben ze in de afgelopen tijd wel duidelijk laten weten.

For the English readers:

Never thought I would post a bad review about XS4all. Once by far the very best internet provider you could find. It is not for nothing that I have been a member of them for more than 22 years (because XS4all had members, and not simply customers). But unfortunately, XS4all also turned out not to be able to cope with the oh-so-powerful and incompetent KPN. The losers at kpn have succeeded in relegating XS4all to the worst internet provider within a few months. The helpdesk is a mess, that is, if you can get hold of them after waiting for 45 minutes or so to get trough.
Internet connection drops out at least a few times a week, sometimes for 10 minutes or more.

Recently switched to Freedom Internet. What a relief, it feels like what XS4all once was. It feels like home again, including the former XS4all staff who now work at Freedom Internet (and who also founded it). Because we all know that the real XS4all employee does not want to work for kpn.,They have made that more than clear in recent times.

Very trustworthy company with good and reliable customerservice.

To install my modem in my new place, I spent long time in the phone _ on my cost _ with a XS4ALL technician. After several tests we ended to the conclusion that a technician has to come to my place to install the Wifi modem.
I took a first appointment with the technician and he never showed up, never called me to cancel or inform me about his eventual issue or even to apologize… In the end of the day, I called the customer service who mentioned something like : “… the technician mentioned in his report that he came and nobody was home. I don’t know who is saying the truth now; you or the technician …” !!! I work often from home and my wife is looking actively for a job. As we urgently need internet in our flat, what could be our interest to lie and to don’t be at home at the agreed date for internet installation?
I was really chocked to spend time convincing the XS4ALL customer service that am saying the truth and that I was at home all the day waiting for the technician! The only proposed solution by XS4ALL is to make a new appointment with the technician, and this what I did.
I don’t need to remind how long it take to get a new appointment and have a new technician at home… Obviously, I had to pay for alternative solutions to get internet at home during all the waiting period and XS4ALL they don't refund these costs.
For the second appointment, exactly the same scenario : I blocked the entire day, I cancelled all my obligations and stayed at home waiting for the technician who didn’t show up and mentioned in his report that nobody was at home.
Obviously, I checked with the customer service that they registered for him my right address … all my details were correct and my phone number was available for the technician in case he needs to call me...
Again, I had to spend a long time in the phone _on my cost_ with a friendly _ but totally NOT helpful_ customer service to convince them that I was at home and am not lying…!
In the end, as the only solution was to take again a new appointment, which will create further delay in a period where we urgently need internet, I decided to use my right to cancel my registration with no further costs. At that time I still don’t have internet and the modem wasn't working.
XS4ALL confirmed the cancellation of my contract one month after my registration which blocked us and prevented us of having a new internet supplier at home for a month! Worst, I was charged and I HAD TO PAY FOR 1 MONTH NO INTERNET AT HOME !
I don’t think that XS4ALL care about their customers and their feedback's, otherwise they would improve these problems before as I am not the first to highlight them. The above is for the others to know that the good thing in the NL is that there are many internet suppliers and the competition is hard and fair so don’t be attracted by the few positive feedback, I had more than 1 year experience with XS4ALL.

Tried to contact xs4all - now to cancel my website. They never answer my emails and even if you are lucky enough to get through by telephone they always tell you they have to put you through to another department and that they cannot see your emails. I tend to give up ringing when they haven't answered for half an hour. Better organisations tell you the wait time. I also had to wait on live chat but at least I got through in the end and it doesn't cost anything to wait. However chat can't help you and after saying how sorry they are they just give you the same telephone number you have been endlessly ringing. I am totally fed up. Why can't they just make it simple to cancel online? I'm never going to buy anything from this organisation again.... assuming I can one day actually cancel.

Any advice on how to report @xs4all to the consumer office? I'm having a bit of a horror story with this guys: they have not delivered the service after 4 months, I've had 6 appointments with their technician where they didn't show up or bother to call to cancel, I have been charged for 3 months, even the service was not active and now, when I ask then to cancel my order, they tell me I can't because I've signed a contract with them... 😤 How do I report these guys #badservice