Worst possible customer service. There is no way you can contact them, invoices are not being sent and then you get the 100dkk gebyr because you can't pay or even now about the existence of any invoic... See more
Stofa er blevet til Norlys
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See what reviewers are saying
A constant struggle with incorrect or missing invoices. Every call takes about an hour of waiting time to reach support and when it's supposed to be solved, most times it's not - you'll have to do i... See more
Worst customer service i’ve seen. Even worst than Postnord, which is a lot to say. Endless calls with no chance to get hold of a representative, just the waiting music forever. I can’t believe they... See more
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A heartbreaking photo shows a police officer in Connecticut saying his final goodbye to his partner. mangler TV4 som vi betaler for
Company details
About Stofa er blevet til Norlys
Written by the company
Stofa har skiftet navn til Norlys. Hvis du vil skrive en anmeldelse af din oplevelse, skal du gøre det på Norlys' side på Trustpilot.
Kan vi hjælpe dig?
Vi sidder klar ved telefonerne på 70111414 - se vores åbningstider herunder.
Åbningstider i Tv & Internet Privat
Mandag til fredag: 08.00-21.00
Weekend og helligdage: 09.00-17.00
Åbningstider i Tv & Internet Erhverv
Mandag til fredag: 07.00-21.00
Weekend og helligdage: 09.00-17.00
Du kan også besøge Norlys' hjemmeside via linket i toppen af siden her.
Kan vi hjælpe dig?
Vi sidder klar ved telefonerne på 70111414 - se vores åbningstider herunder.
Åbningstider i Tv & Internet Privat
Mandag til fredag: 08.00-21.00
Weekend og helligdage: 09.00-17.00
Åbningstider i Tv & Internet Erhverv
Mandag til fredag: 07.00-21.00
Weekend og helligdage: 09.00-17.00
Du kan også besøge Norlys' hjemmeside via linket i toppen af siden her.
Contact info
God og stabil internet
September 13, 2022
Reply from Stofa er blevet til Norlys
Hej Jette
Mange tak for de flotte fem stjerner.
Det er sød musik i mine ører, at høre, at du har et godt og stabilt internet.
De bedste hilsner
Maja, Stofa
Not recommending Stofa internet
Stofa has monopolized internet in our area and does not allow any other competitors to enter and provide faster and cheaper Fiber internet. We are stuck with their DOCSIS technology of late 90's. Disappointing!
September 13, 2022
Reply from Stofa er blevet til Norlys
Hello Hadi
I'm sorry to hear that you are having troubles with your internet connection and that it is not possible to chose another internet provider where you live.
In some instances, there is only one internet provider available in a certain geographic area. That stems from agreements made between the internet provider and the local antenna association.
Stofa is gradually upgrading the Docsis technology, and I can see that we have upgraded it in the city you live to Docsis 3.1. Meaning it is not technology from the last 90's.
Best regards
Maja, Stofa
Vi kan se ALT!!!!
September 12, 2022
Reply from Stofa er blevet til Norlys
Hej Edvard
Tusind tak for din anmeldelse og de fem stjerner, det er så dejligt at læse.
De bedste hilsner
Birgit, Stofa
Only negative experience
Only negative experience:
Unannounced speed and price increase - of course it is only on the paper, the speed was the same
- they don't asnwer on chat nor on the phone
- unstable connection most of the time
- they don't offer what your are paying for
- save your time and money and find a better provider.
- if you try to contact them by chat, they will just close the chat automatically after a time, since they don't answer
- if you call them, they make you wait in line, but you don't know how much you have to wait nor how many people are in front of you. They play a song which suddenly ends, so it makes you think that they are picking up, then the songs starts again. Basically they make you wait indefinitely so you end up closing the call yourself. Pathetic
Wouldn't recommend using them. No way.
August 12, 2022
Unprompted review
Reply from Stofa er blevet til Norlys
Hi Traian
I am sorry to hear about your experience.
I have to be honest and admit that I cannot recognize the situation you are describing.
In regards to the unannounced changes in your subscription: We always notify our customers when there are any changes to their subscription. How we notify our customers depends on how you are registered to get your information from us. You can choose to receive info via digital mail or via a letter.
You also mention that you haven't been able to get in touch with us on the chat or phone. I do not understand how that can be. The technical support has had little to no que during the summer; both on the chat and the phone.
That being said, I really want to help you the best way I can with all the issues at hand.
If you can send me an email at: SoMe-support@kontakt.stofa.dk, it will be a great help if you could include your full address.
If you send me an email on the requested address, then I or one of my colleagues will answer you within 2 workdays.
Best regards
Martin, Stofa
Unserious company
They are hard to get in touch with - they don't answer by chat nor by phone. When I finally found their email address (and it wasn't on their website), I have sent them a notice that I am stopping our agreement. They have raised their prices without notice and they claimed they offered now 100Mb (on the bill), instead of the 30Mb that it was set up to, but it was 30 Mb at best. The service was also poor, as the internet connection was quite often unreliable. Would not recommend this company!
August 18, 2022
Reply from Stofa er blevet til Norlys
Hello Mr Andi
I'm sad to hear that you have had issues getting in touch with us.
It is correct that my good colleagues in customer service have been extra busy after the summer holidays. That being said, we strive to be better in this regard.
I hope that you have heard from customer service by now. In case you have not, then I would like to help you.
In order for me to help you in the best way possible, I will need you to send me an email on: SoMe-support@kontakt.stofa.dk
Then me or one of may colleagues will answer your email within 2 workdays.
Best regards
Martin, Stofa
:( No Service
September 10, 2022
Reply from Stofa er blevet til Norlys
Hej Reichw
Tak for din besked.
Hvis du har lyst at uddybe hvad du mener så send en mail til SoMe-support@kontakt.stofa.dk
De bedste hilsner
Birgit, Stofa
❌ DON’T❌
❌ DON’T❌
STOFA can’t resolve issues..
I had paid my first bill the same day they issued it and the system cannot see that I had paid.
I have sent them proof from my bank that I have paid to the account number that it was on the bill they sent via post but they still keep sending me bills with extra fees!
Second bill arrives, I pay it the same minute and guess what… in the system it doesn’t appear!!!!!!!
Days passed without a notice thought that after our last communication and the bank proof the issue was resolved when suddenly at 19:21 last night I receive an sms message stating that I owe them money and they will stop my internet “TONIGHT” … I immediately call to the support number and the employee tells me that I should call them tomorrow 9-17 😂 so I couldn’t do anything but wait to cut my internet and then pay them 250dkk to install it again…
And like this isn’t enough stressful in their system it’s stated that I have agreed to pay my “dept” in monthly instalments SOMETHING I NEVER AGREED!!!
———
Reply:
Oh, This is known to you in all sorts of forms! It was all due to your mistake since you had created by mistake 2 customer numbers and that made it possible to get clarity over everything .. not communicated to me at all and Stofa didn’t show ownership of the mistake .. I had to pay the “penalty” fee even if the delay was not my fault but caused due to the duplicate accounts !!!
September 6, 2022
Unprompted review
Reply from Stofa er blevet til Norlys
Hi Maria
This is not an issue that is known to us but I am very sorry to hear that we cannot see when you pay in time.
It is true that support cannot help in this specific matter. However, my good colleagues in customer service can help you when it comes to any questions and issues regarding your bills.
You can call customer service from 8:00 to 17:00 o'clock on weekdays by dialling 8830 3030.
The best regards
Mathias, Stofa
Fint IT, men dårligt tv.
For dårlige tv programmer og vi betaler for at se alt for mange reklamer. Genudsendelser i en evighed.
September 3, 2022
Reply from Stofa er blevet til Norlys
Hej Peter
Mange tak for din anmeldelse.
Jeg er selvfølgelig ked af at høre, at du ikke er tilfreds med indholdet på dine tv-kanaler. Jeg tror dog, at der er sket en misforståelse.
Det er de enkelte kanaler, der bestemmer hvilke programmer de laver og sender. De bestemmer også hvor mange reklamer de sender, samt hvor ofte de sender genudsendelser. Det har Stofa desværre ikke nogen indfyldelse på - vi kan kun levere selve tv-signalet.
De bedste hilsner
Maja, Stofa
Reply from Stofa er blevet til Norlys
Hej Per
Tak for din anmeldelse.
Jeg er glad for at du syntes at vi har nogle fine tv pakker.
De bedste hilsner
Birgit, Stofa
It just works
It just works. No complaints if i am late paying the bill. The one time i had a technical problem i got help straight away.
August 26, 2022
Reply from Stofa er blevet til Norlys
Hi James
Thank you for your positive feedback.
Best regards
Jesper, Stofa
Det er for dyrt
August 26, 2022
Reply from Stofa er blevet til Norlys
Hej Alfred
Tak for din anmeldelse.
Jeg er selvfølgelig ked af, at du syntes vi er dyre.
Men hvis du er interesseret, vil jeg vil meget gerne gå dit abonnement igennem for at se om der er noget vi kan ændre.
Skriv til mig på SoMe-support@kontakt.stofa.dk, så ser vi på det.
De bedste hilsner
Jesper, Stofa
God professionelt behandling
August 26, 2022
Reply from Stofa er blevet til Norlys
Hej Hans
Præcis som det skal være. Tak for dig feedback.
De bedste hilsner
Jesper, Stofa
Alt for dyrt internet i forhold til…
Alt for dyrt internet i forhold til andre steder.
August 25, 2022
Reply from Stofa er blevet til Norlys
Hej Theis
Mange tak for din anmeldelse.
Det er rigtigt, at vi ikke er den billigste internetudbyder på markedet. Det skyldes flere ting; en af dem er blandt andet, at vi vægter vores tilgængelighed for vores kunder rigtig højt. Vores tekniske support er blandt andet på arbejde alle året 365 dage og i hverdagene sidder klar på telefonen for at hjælpe fra kl. 8-21.
De bedste hilsner
Maja, Stofa
Reply from Stofa er blevet til Norlys
Hej Britta
Tak for den fine anmeldelse.
Jeg er glad for, at du værdsætter den gode service i både kundeservice og i vores teknikse support - det er vi rigtig glade for.
Jeg lader roserne gå videre til de rette.
God weekend.
De bedste hilsner
Jesper, Stofa
Fin support 😀
August 4, 2022
Reply from Stofa er blevet til Norlys
Hej Brian
Tak for stjernerne.
Jeg giver dem videre til mine gode kolleger.
De bedste hilsner
John, Stofa
Til gaming er stofa's fiber ikke…
Til gaming er stofa's fiber ikke optimal.
Din client skal ca. 10 hops (switches) inden du er videre fra stofa's netværk. Og i disse hops kommer der ca. 10-12ms forsinkelse ekstra. Ved andre udbyder jeg har haft, er den interne trafik ikke kommet over 2ms.
Til streaming og surfing er stofa perfekt.
July 2, 2022
Reply from Stofa er blevet til Norlys
Hej Lasse
Jeg er ked af hvis der er er noget vi skulle have gjort anderledes. Det lyder helt sikkert som noget, vi skal have set nærmere på. Jeg vil gerne hjælpe.
Kan jeg få dig til at skrive en mail med dit fulde navn og din adresse til some-support@kontakt.stofa.dk? Så vil jeg eller en af mine gode kollegaer undersøger det nærmere, og vende tilbage snarest muligt.
De bedste hilsner
Damir, Stofa
Kvaliteten er i orden
Kvaliteten er i orden. God service via Norlys -men vanskeligt vanskeligt at kommunikere med Stofa!
July 2, 2022
Reply from Stofa er blevet til Norlys
Hej Hans Jørgen
Tak for din anmeldelse. Jeg er glad for at du er tilfreds med kvaliteten.
Jeg er ked af hvis der er noget vi ikke har været gode nok til. Jeg kan ud fra din anmeldelse ikke helt tyde om du oplever problemer lige nu, men skulle uheldet være ude sidder mine gode kollegaer i teknisk support både klar til at hjælpe på telefonnummer 88 30 30 30, alle hverdage imellem kl. 08-21 samt weekend og helligdage imellem kl. 09-17, og på Facebook og chat.
Du kan altid også skrive en mail til os til some-support@kontakt.stofa.dk, så vil jeg eller en af mine gode kollegaer undersøge nærmere, og vende tilbage hurtigst muligt.
De bedste hilsner
Damir, Stofa
Reply from Stofa er blevet til Norlys
Hej Lisbeth
Mange tak for din anmeldelse og de 5-stjerner.
Jeg er glad for at høre, at du både er tilfreds med prisen og servicen der bliver ydet.
Vi bestræber os altid for at yde det bedste :-)
De bedste hilsner
Berna, Stofa
Frequent downtime
My apartment complex has a deal with Stofa so if we want cable Internet, we’re stuck with them. Unfortunately, this means they can be utter crap and they get away with it.
The internet goes down for several hours every few days, for over a year now. With known issues listed on their website, so it isn’t like they aren’t aware this is going on.
Before this, the apartment complex had a deal with YouSee. In the 5 years we had that, the Internet was only down once, during peak covid.
This is on top of issues with the billing system, problems setting up a fixed IP etc.
Stofa has no excuses. Their support staff is very kind, though unfortunately management gives them no way to actually fix all these issues.
If you can at all go with another company, I recommend you to do so.
June 28, 2022
Unprompted review
Reply from Stofa er blevet til Norlys
Hi Oana
Im very sad to hear about your problems - and no ones deserve a connection the cant count on.
I would very much love to take a look at your case, and see if we can find a solution together.
I would like to ask you to send a mail to some-support@kontakt.stofa.dk - then I or one of my collegues will write back to you within two weekdays.
It will be a big help if you could either copy the text from your review or give us your side of the case, and last of all include your adress.
Best regards
Martin, Stofa
One of the big fraud company in Denmark…
One of the big fraud company in Denmark
I have got discount at the time of connection but after 9 months they said we weren’t giving you discount on the ground of our discussion then I paid to the collection firm five times more amount which the give me discount
Please carefully such kind of scam
I will never recommend people to contact STOFA
Thank you so much
June 17, 2022
Unprompted review
Reply from Stofa er blevet til Norlys
Hi Noman
I am sorry to hear about your case. If you send an email with your address to some-support@kontakt.stofa.dk
Then i will see what i can do.
Best regards
Jens, Stofa
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