Budget Thuis Reviews 2,520

Really poor customer service, a lot of time wasted and still no actual solution. Also, impossible to reach via phone.

I had internet and energy from them, they still charged me invoices even after the contract ended. Wifi connection was very poor. Paid for 100mbs, only to receive 30. Also left without internet for a month because they sold me fiber optic without the infrastructure being available.

Terrible service... internet as slow as a snail... extremely poor customer service... when you contact them, you get an automated response... they didn't even bother to have a staff member answer people. My rating for this company is -10

Terrible company and service. They sell you KPN internet for larger price, cannot provide custom configuration for the modem. Change the contract without giving option to cancel without fee. Don't bother with this company. Just go to the direct provider. You'll save yourself convenience, time and money.

We have been Budget Thuis customers since 16-12-2024.
Internet was unstable from the start — technician came, new modem didn’t work, so we kept the old one. We later returned the modem, but still received a €159 invoice as if we have kept it. After proving return it was credited (the invoice was cancelled), yet the reminders kept coming, and when we tried to contact support, the chat kept looping and saying no workers were available.

Phone support was disappointing too. In the first months we were always told “it’s KPN, not our problem” about the bad connection. And now, when our internet was cut because of their administration mistake, we were told “just pay €60 if you want internet back faster”. We felt like we are being blackmailed. When we finally agreed, they said the payment link expired and we had to wait 3 working days(!). On 31st December - it felt like a real present...

We paid everything correctly. There is still a mysterious €60 open, and we spent hours calling, waiting and explaining the same story again and again. No solution. No responsibility taken.

Very disappointing experience and lots of precious time wasted. Internet cut due to THEIR mistake and yet we have to pay to get it back! Unbelievable.
We are filing a complaint and escalating further.
Honestly — avoid if possible.

After 22 minutes watching a movie 1 gb is gone. This is very suspicious and there is no option to see how many gigabytes were spent. It is also very annoying to keep sending text messages bundel, bundle to get an extra gig.

Beste klant, je hebt je gratis 1GB internetbundel volledig verbruikt. Sms nu 'bundel' naar 7171 voor gratis 1GB. Groet, Budget Mobiel

I get every month the consuming corect. All the updates are helpful and the instructions clear.

My story with Budget Thuis is getting back to March 2025, when I decided to take their Internet service combining it with my current Energy and Mobile contracts, benefiting their 'combi-korting'.
My order got rejected 3 times for whatever reasons within the 14 days period of time. This was already very disappointing, specially for an existing customer with 2 contracts. But obviously they don't value their customers anyways. Finally in June I could have a successful order in place after all the hassles and countless phone conversations with the Customer service representatives. The installation process is very straight-forward, the router was also delivered within a couple of days, so that part went well. My headache started with the internet connection. The Internet signed-connection was falling time to time. Very annoying while you work from home and all of the sudden you are logged out in every systems... I have called them, followed their advices (reseting the router, they also reset it), but the issue was not solved. Then I requested a new router in order to solve this problem. They have replaced the router, I have installed it again, but the issue came back again even more frequently. I called them again 3 times, (each phone conversation take at least 20 min BTW, but the last one was more than 47 min!). I was advised on Monday that I should cut off a bit from the cables which are located in the wall. The lady sent me also a step by step instructions for and she was very helpful and understanding. For this small job an internet installer could cost EUR65. It took me about 5 min to successfully re-connect to the internet again, but the problem was not solved again! I called them back on Tuesday, when a quite arrogant representative told me that an installer should come to my place to check the cables, because they did some measurements/testings and it seems that a cable is not connected somehow well. Hmm, for me it seems to a vague reason, since in general I have connection but not stable. Ghosts are not pulling any cables from the modem... :D So this guy told me that I have to pay for the installer to come to my place for EUR65, because it's my problem! Indeed my suffering, because you are unable to provide a stable internet service. I filed a complaint about it, but so far no response. Yesterday I made another call, because the issue came back in every 10-15 minutes, what they could also see BTW. I had shared the modem and the wall-connection with the representative via video calling. He didn't find anything wrong either. He also saw my complaint in the system, and he acknowledged that I'm not the one here who should pay for the installer, because it's not my fault obviously. I also mentioned that I will stop all my contracts with Budget due to their very low quality service and customer handling. It seems that their price are cheap, but in my unlucky situation they would claim me more money for their unacceptably bad Internet service to get fixed somehow.

I request for unlimited internet bundel but when I use for example YouTube I get massage that 5 G is no more in my bundel and the internet become so bad in my mobile , I'm really disappointed.

Really good, responsive customer service which has been consistent. Prices are very good.

Paid my final bill promptly after their failed direct debit, yet Budget Energie added €98.16 in “collection costs.” My account showed no outstanding balance and support refused to help, only telling me to file a complaint. I paid under protest.

I had contacted Budget to cancel my old contract and sign a new one with updated discounts. They cancelled my old contract, and after I signed a new one, they cancelled it after a few days without any reason.
Now I received a letter from Enexis saying they will disconnect the supply because I don't have a contract. I lost the morning getting a new contract with another supplier and calling Enexis to avoid having the supply disconnected.
I'm never getting anything from Budget anymore.

A Full Month Without Internet — Incompetence and Disrespect from Budget Thuis

I have now been without internet at home for nearly a full month. Despite multiple attempts to resolve the issue, Budget Thuis has shown a complete lack of urgency, transparency, and even basic customer care.

The failed steps:

First contact: They sent a new router — it didn’t work.

Second contact: A technician from Budget Thuis came — still no solution.

Third step: They insisted that KPN should check the connection.

Before KPN’s visit, I received an email from Budget Thuis stating that if KPN confirmed the problem was not on their side, I would be able to terminate my contract without any penalty.

When the KPN technician came, he confirmed there was no problem on their end. I immediately called Budget Thuis, expecting them to honor their written promise. Instead, the representative first denied such an agreement existed — then, only after I insisted, admitted it was true. The lack of honesty and respect was astonishing.

I explained clearly that I was losing work because of this situation, yet the employee responded with sarcasm and indifference. I asked her to send me a detailed email explaining exactly what would happen next — she completely ignored the request.

A few hours later, I received a completely unrelated email stating:

> “This is to confirm that your internet connection will be moved to your new address on 25 August.”
The irony? The “new” address was exactly the same as my current one.

When I called to clarify, the employee initially had no idea what this email was about. After checking, she claimed it was “because they were working on fixing the internet at your place.” I still don’t understand how sending me a fake relocation confirmation is related to repairing my connection.

Then, in the same call, I asked when I could expect my internet to be restored. Her answer: “I don’t know, but another department is working on it.” When I asked to be transferred to that department, her response was: “Sorry, that other department doesn’t exist!” If this situation weren’t so serious, it would almost be laughable in its unprofessionalism and disrespect.

I work from home and explained the urgency to them, but instead of offering solutions, they sent me automated “noreply” emails — after promising twice to email me from a real address I could respond to. This is not just unprofessional; it’s dishonest.

At one point, after weeks of waiting, they admitted that my KPN appointment had never been confirmed in the first place because “the agent forgot.” No accountability, no urgency — just empty apologies.

Bottom line:
This has been one of the worst customer service experiences I’ve had in the Netherlands. Budget Thuis has shown incompetence, negligence, and a total lack of respect for their customers.

I strongly advise avoiding this company and choosing a provider with at least basic professionalism and accountability.

I was told it was affordable energy and my bill was $150 for one person

Very good and clear communication from the website. Information is provided in abudance and on time with useful reminders.

I am really happy about customer service.

It is very good service. It took long time until i get to speak to costumer service. Chatbot today is always a problem. The costumer service was in the end the most helpfull. The application is only in NL, maybe is EN working to. But it is not always easy to set up. Also will be nice to see some info about the current subscription. Small things matter. Price and conections without any issues. I would recommend these services. Thanks

I was surprised to receive free energy in the weekends from June to September . I thought that it was a one time offer since I started using the services from budget energy , I have also noticed that my energy bills have decreased in a way.
I would recommend them anytime more especially if one is on a budget