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Vraag

Can't complete cancellation despite emigrating

  • May 2, 2026
  • 1 reactie
  • 28 keer bekeken
B
Nieuwkomer

Hello,

I am writing to request assistance with cancelling my KPN internet contract. I have now left the Netherlands, and despite following the required process, I have been unable to complete the cancellation. Prior to my departure, I contacted customer service and was advised to submit the online cancellation form on the day I officially deregistered, as proof of de-registration is required.

I completed the form on April 19, 2026, and received a confirmation stating I would hear back within five working days. However, I have not received any follow-up since then. I have also contacted customer service again, but they were unable to assist me over the phone.

Additionally, I returned the KPN modem via PostNL before leaving, and it has been successfully delivered.

At this point, I have provided all requested documentation and followed the outlined steps, but my contract remains active. I would appreciate your assistance in resolving this matter and confirming the cancellation of my internet service as soon as possible.

    1 reactie

    Erwin van KPN
    Moderator

    Hi ​@Bounce105 . Welcome to the KPN Community.

    Thank you for your detailed message, and I’m sorry this is still unresolved, especially after you’ve already left the Netherlands. That’s not exactly the smooth exit anyone hopes for.

    From what you describe, you’ve followed the correct steps by submitting the cancellation form and returning the modem. The key factor in processing a cancellation due to emigration, however, is whether the correct proof of de-registration has been included with your request.

    To clarify, the request can only be completed once valid supporting documentation has been received and approved. You can review the requirements here:
    https://www.kpn.com/service/administratie/verhuizen/emigreren

    If the document you submitted does not fully meet the criteria, or if something is missing or unclear, the request may remain pending without immediate feedback. That could explain the delay you’re experiencing.

    I recommend checking whether the proof of de-registration you provided matches the requirements listed on the page above. If you have any doubt, it’s best to submit the form again and clearly attach the correct document, while also mentioning your previous request from April 19. That way, your case can be reassessed without unnecessary delays.

    Once the correct documentation is received and approved, the cancellation will be processed accordingly.

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