Norlys Reviews 86,243

Hi,

I had a very bad customer experience with Mobile subscription. I will never recommend anyone for Norlys

Ugur Dogan at the Roskilde Nobles butik has been really helpful and service minded - I think far more than the other customer service employees at that outlet. Much appreciated.

It’s a shame that you can’t rate with 0 stars.
I have been customer for 1 and half year and pay always the bills
The internet at home has never worked
Only with låne router (borrowed router) which I had to deliver it every month to shop and extend the time of it
1.5 years always the same
Extra fees
Then they decided to install the fiber because they thought it’s a good idea
That didn’t worked either
And I couldn’t end the contract because you should pay 6 months
I also got a penalty for not being home once when they decided to install the fiber cable and the technical team has to cancel the appointment even though they haven’t told me when I they are coming
They said that they will cancel that bill even though every month they send me a reminder for paying 1650 kr
They really play tough when you call them to get info about things
MOSTLY WHEN YOU DON’T SPEAK DANISH because they get so cocky and superior to customer
For not having the service
The bills has been taken always automatically
I ended up in a crisis center and I wasn’t using their service anymore except the phone supscription
They asked me to send the routers and everything back, which I did and got an email that I will get back around 1500 kr back
Ble I got an e boks from Collectia that I’m in debts and I have to pay 2500 kr
BE AWARE OF THOSE THIEVES

Jeg betaler for en 150/50 forbindelse, men på en god dag får jeg 20/20... Og så lige optil det ny forza horizon.. 20 timer for at downloade...

My employeer upgaraded my internet speed. And that for some reason that stopped my internet. I called once and they redicrected me and said now it is fixed manually wait 5 min. Then 1h later i call again and they tell me now we wait for cable owner to aproove and max 2h.
then 4 hours later I call and get redirected 4 times. Each one has to speak with a collegues/supervisor and an hour later of calling not internet.

At routeren kom til aftalte tid og at netet på den aftaltet dag så det hele er bare super 👍

I went to a norlys shop in fields mid-end of march, where I was proposed an iPhone 17 pro 256G with a 2000kr discount if I was subscribing to norlys. I accepted it. I have been subscribed right away, but the iPhone 17 pro was not in stock at that moment. I ask if I should order it and I have been told "no, better waiting that we receive it in store, it will be faster!" Ok
- Every week I go back to the store to see if they received it. Beginning of april they received some. I want to buy as planned. But I can't because "they can't sell it to me until my phone number has been transfered, which should happen in May 4th. Otherwise I can't have the discount !" Amazing ! I could have order it when I subscribed and have it already, but no.
- May 4th, I go back to the store. Now I can buy it with discount, but they don't have it. I am proposed to make an order online to have it faster. Are you kidding me ? I am pissed but I do the online order, because it is the only possibility to have this iphone.
So now we are May 8th, and I still wait for my iPhone to be delivered.

How in the world is it possible that a customer that come to your store, and is ready to buy right now, cash, a 8000kr iphone from you is being denied for "line transfer" reasons or stuff like that. Like how is that going in the interest of Norlys at any point of time ? How is it possible that 1 month and a half after, I still do not have the iPhone that was promoted to me. Like 1 month and a half to have a phone that I was ready to pay cash on day 1 !

No compensation has been offered even if they admitted that they screwed up.

Horrible experience with El charging box installation. I was told that installation will take 3 to 5 weeks max. After a month of ordering, I get a call today and they say they need 6 weeks more (total of 11 weeks), and they can't do anything! It is a direct loss to my economy and false promises.

I wish I could give no star at all.
I pay every month around 950 kr for a 5G router and a notepad which everyday i face a no internet connection. I am so upset about the service Norlys gives for such a huge amount of money.
Worst internet provider. For days I have no connection specifically during evenings. If they cannot give a proper service, it is better to close down.

Good network and a lot of option as per user need. Staff behavior is also so good at store.

customer service is beyond terrible

Goodbye Norlys!

Norlys is the most incompetent company I have dealt with. Mistake after mistake, every month. Is this due to system failures or incompetent employees?

(Appearently I can't respond to Norlys in this thread, but it seems to be a common thing that you just write and apology and move on without offering any sort of solution to peoples issues? So I just wanted to make it very clear, that Norlys is welcome to contact me if they want to actually remedy this situation, I added my customer ID for that exact reason)

I have genuinely never had issues like this with a company. It has been such a mess the whole way through and I wouldn't recommend it to anyone. I had my wifi subscription with Norlys for roughly a year and this is how it went:

- Router arrived a week later than I was told, due to some mistake in the system or by an employee. Wasn't told about this until I called.
- I was supposed to receive a discount on the first 3 months, that I didn't receive (as a student this was super tough on my economy).
- Was told the discount would be included in my next bill, which then didn't come on time so I couldn't make sure in advance that it was for the right amount (again, as a student I really need to be able to plan these things).
- When I terminated my subscription I accidentally packed the router with my things in a storage room, that I didn't have good access to. I called with Norlys multiple times to make sure that it was alright that I sent it later than expected and gave them an estimate for when I would be able to do it. They always assured me it was fine, although they kept sending me the bill for it (hence why I kept calling). I sent it over two months ago, and now they've handed my case over to Collectia, because I haven't paid. So now they both have the router and my money because I have completely given up and don't want to deal with this anymore, even though it's money that I don't actually have to spare.
- When I asked if I could instead keep the router and use it in the future, the short answer was no (so it's useless, and I wouldn't even have been able to pay the bill and then sell the router discounted to someone else in good conscience).
- They also wouldn't pay me back the residual amount for my last 3 months of subscription before I sent the router (which is essentially fair but it was like a few hundred dkk vs 1400 ish for the router).
- Every time I've had to call customer service there has been roughly an hour's wait time because they're "extraordinarily busy", and when writing them I ended up waiting weeks for a response (can't even remember if I ever got one). Usually I'd have to be in contact with them multiple times over a single issue because their internal communication in the company was so bad and notes wouldn't be handed over - This was genuinely what ended up being the biggest stress factor, as it felt like I would spent so much time on issues that didn't warrant it. The whole ordeal has been super stressful, as I'm a student and need to know what's happening in terms of bills, but also just because every little thing caused such longterm issues, and it felt like I had to fight for everything they had assured me I would get (discounts, router return).

In short; It's been over half a year since I terminated and I still have to deal with Norlys issues. If you don't want to spend money or mental capacity dealing with others' mistakes and bad communication then you should pick something else.
Their customer service employees are very sweet though, I just think they're heavily understaffed, because how are you always extraordinarily busy?

My mobile subscription (31516006) was supposed to be active on Norlys as of 23 April 2026. However, I am unable to connect to the internet or make calls using either a physical SIM card or an eSIM. On the same day, I went to the Norlys shop in Næstved. The staff member there tried two different physical SIM cards and about five or six eSIMs in my phone and checked everything, including the APN settings, but we couldn’t find a solution. Eventually, they opened a case with Norlys. As of 24 April 2026, despite trying the eSIM on a different phone, I still cannot establish a connection. It is 2026, and despite having had my subscription for over 24 hours, I cannot use my line and will have to pay for a subscription I am not using.

Good service

Customer service