Bahnhof Reviews 5,277

Since 9th of January, the Internet connection in my apartment has not been working. I have made several telephone calls to BaHNHOF technical support and still the problem continues. I have also written emails to them which they never reply.

If you go to their website, you can always find where you can buy their services, But you will have to search very hard to find where you can lodge your complain as an existing customer. And when you do, you can be sure that your complaints would be ignored. Calling the technical support would most likely not help you either. They routinely pass on the responsibilty to others. As an example, I have been continously told that my Internet problem is with their service-partner ITUX. I have no contract with ITUX so, I have no way of contacting ITUX. Indeed ITUX specifically inform visitors to their webiste that customers should contact their service providers not ITUX, in case of complaints. Bahnhof is a hopeless company. Stay away from it

Date of experience: 28 January 2019

Their internet service worked just fine. Good speeds and over the course of a couple of years only a couple of hours of downtime.

What did not work just fine, was when I needed to cancel the services due to moving. The first guy I talked to didn't manage to actually cancel my services, so I ended up being billed after my end-date. I even asked several months in advance.

In the same call I also asked for lower speeds, since I wouldn't need high speeds the months leading up to moving to the new apartment. He did manage to lower my speeds per my request, but I still ended up paying for my old, higher, speeds.
Instead of paying me back, they deducted the amount I previously had payed too much in in a later invoice. That would be fine, had I not already told them I wanted to cancel the service by the last of December.

Since the amount was more than one months worth, they added both January and February in one invoice and billed me the remaining amount.

So now I have payed for 2 whole months, for a service that should already have been cancelled the first time I called in October.
As soon as I found out, I contacted them and had them actually cancel my services for real. That they did, but there was no word of refunding me the amount I already payed too much.

I've called them several times, and just keep getting the answer that "the people who can go this deep into invoice matters are not that many, but it will be done very soon". The first time I asked about refunds by email, I didn't even get a reply. Last time I called them they told me it would in fact not be done soon, but take a rather long time and that I needed to be patient.

From a mistake they made in the first place, and just won't fix.

Can't recommend this to anyone.

Date of experience: 19 January 2019

This applies to Bahnhof datacenter.

Bahnhof has an appealing profile through the media. We moved our operation to their datacenters several years ago.
I don't have any issues with normal operation. However, when we did need assistance, there were no one there for us. I believe they focus on on-boarding new customers, not catering for existing (knowing how cumbersome it is to move to another center).
We did however!

Date of experience: 14 January 2019

Great service. Have 100mbps and always have really fast speeds.

They haven't let us down once in the last 16 months.

Thank you Bahnhof.

Date of experience: 29 December 2018

Horrible service

Date of experience: 12 December 2018

I DO NOT HAVE MY INTERNET SERVICE SINCE MORE THAN A MONTH NOW. I have called and mailed a lot of times, every call has a waiting time for a minimum of one hour. I have provided with every detail asked in the email, the mac address, IP address, street number, apartment address etc, and that to every time I send an email. And still today it has been 40 days and my internet does not work.

Date of experience: 27 November 2018

Phone customer service is non-existent. I've been trying to reach them for about an hour now, and they don't even have a queue-system! They just say that they are busy and that I should try again later. I've only had Bahnhof for about 2 weeks and the problems have already started. No internet-connection at all, none of their guides help, and their support doesn't answer when I call. I've never experienced this kind of "support" before... super-fast speeds mean nothing without a connection.

UPDATE (After response): Even if that is the case, it wouldn't explain why I haven't heard back från you for over a month now regarding the mistake you did when installing the modem. Sure, Bahnhof might have terrific speed and a genuine interest to protect their users privacy. But you need to have good support as well. As it is now I just really hope that there are no more problems, as I'm sure nothing would be done to solve them.

Date of experience: 16 November 2018

Terrible phone services! I've been calling them for technical services for over 45 minutes without any response or assistance.

Date of experience: 02 October 2018

Bad internet for gaming online, have a ps4 connected to the router and internet just keeps jumping on a daily basis every 10min. Also happens with WiFi connection. Getting really tired and thinking of switching companies soon.And it’s not just a gamer rant, it’s been an ongoing problem since we got the internet

Date of experience: 17 September 2018

(Edit) Jag skrev på engelska pga insåg inte att det fanns land-val..)

I was so happy when I got an offer from Bahnhof, the internet provider that I looked up to so much, offering to install fiber into my apt for a very reasonable price. The technicians came and installed everything three weeks ago and that’s where the problems started. I have NO internet connection and I have been emailing and calling (watch out, their support is phone only (what about chat???) and you have to actually wait on the line (no call-back???) for hours (longest I’ve waited was 2,2 hours!) and when you actually get through - get this, you risk being cut off (happened twice, once the agent actually called me back, saving me from going fully mental.. but the other time I was just discarded). But if you by chance actually get an agent to talk to - it seems no department at the company actually communicates with the other departments, especially not to or with the support agents, which means you can’t get any help at all. I’ve heard “I will make sure they prioritize your case since you’ve had to wait for so long” three times, but nothing happens, nothing! And they don’t proactively do anything.

During these weeks I have to pay thousands of kronor to keep my household online with a mobile router.

I’ve told the agents that I suspect the technicians actually broke the fiber cable while installing, since they were so stressed (the most unprofessional technicians I’ve encountered in my life by the way..) the reason for thinking so is that I overheard one of them asking the other “did you hear that? I think I might have broken it! -Nah, it’s probably fine!” Before they hurried off..

I am amazed by how bad this company handles and treats their customers, even more sad that it more than tarnishes the picture I had of this outspoken and very integrity/safety-minded company. I regret not having checked them out on trustpilot before but hopefully this review will save someone else from making the same mistake as I did.

Hopefully I’ll get help, or turn to ARN to get out of the deal and get reimbursed for the cash I’ve had to shell out during the down time.

Date of experience: 06 September 2018

Im writing about this worthless internet provider for been lying to us and not even trying to help us. For almost three weeks I have been trying to get help because our internet doesnt work anymore. They have only replied with a standard answer (go try do this and send your ip) I sit in line all the time only to get an answer that they are gonna make sure the technical service contacts me (which they have said three times now without it ever happening) bunch of f’n liars and when I ask them why they dont keep their promises or when they actually can help me they just talk around it. Dear BAHNHOF F U

Date of experience: 05 September 2018

I'm client since many years. I have two full racks there. Three years ago i asked for a contract with better rates. They changed my contract but i ended up paying twice. I fighted for 6 months and finally i was able to get something similar to my previous contract. Almost all invoices i receive have calculation errors. One time their accounting did completely wrong calculations: i have been paying 4.000 euro more as due but for their math 6.000 Euro have been missing so they stopped my service for several hours without notice!!! They love to punish customers. Later they apologyzed. I went crazy and mad so i wanted to leave immedetely their service. It was not possible because with the contract they let me sign a few months before i was forced to stick with them for other 36 months. Always, every month, i have to revise their invoices very carefully. Since a few months they want that i pay the for the physical storage of 6 old 1U servers, roughly 300 Euro month. The problem is that 4 months ago i paid them 300 euro to recycle them...so why the hell i still have to pay for the storage... i write to accounting no answer. I call support no answer. Fortunately i have the phone number of the big boss which i will call now and tell that i definitely will leave the service very soon. That will be a great day!
Resuming: the technical service of the Facility is great. Zero problems. Technicians are very good. The bad thing is everything else. Accounting, management, customer care are a real pain. Good by!

Date of experience: 18 July 2018

Connection time excellent from fibernet install to surf - very quick.
Router need to clarify it is a GB Router on their website, it is, but its not that clear.
Speed of data interchange is superb.
Customer Service very helpful.
So far so good!

Date of experience: 04 July 2018

SuperB in every way imaginable.

The ONLY problem I've EVER had with this company has been due to the owner of the communication lines that I receive my internet on, which is Telia. Hopefully, this company will soon become successful enough by continuing to give such an amazing service to undo other deeply-rooted garbage monopoly ISP's.

Date of experience: 16 May 2018

Date of experience: 10 May 2018

No problems, good speed. (I hope IF I would get problems they will help me.)

Date of experience: 13 October 2017

Dedicated support with extremely deep technical knowledge.

I am super happy with this company and even if they have problems with their hired services they go to the deep end of the well to find out!

Thanks for an awesome service guys!

Date of experience: 10 October 2017

Great speed.. almost all the time :)

Date of experience: 27 April 2017

I had a bad experience from some broadband failures.
I did not get any real help at all, which is unacceptable.

They do not follow the client agreement. The support does not know the full content.

In one case they were unwilling to get and
give any information about the fault repair, including measures and time table.

The service organisation with first and second line is not good.

The service orientation is very poor.
I did leave this company.

.

Date of experience: 25 April 2017

haft Bahnhof i snart två år nu. Aldrig några problem! Stabilt!

Date of experience: 24 April 2017