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Hello, we received a bill for an activation fee, for Internet that did not work at our home. I don’t feel that we should have to pay this bill, as we couldn’t use it. 
First, we went online and used the KPN website and it told us that very fast Internet was available at our apartment.  1000 speed. So we signed up. The boxes came and we installed - but the install boxes were out in the cabinet in the hallway of our building. (KPN should have known this w the address and that our building is really 8 building and they should know install place for their boxes. Hundreds of apartments here. ) they did not say we needed boosters. (So now Extra money every month). When we called this is what we were told- and maybe that would help- your customer service said. We said no to the higher bill and said cancel the service as we can’t use it- there is no signal in the apartment. KPN customer service also said that we would have to pay for someone to come help us solve these problems from KPN and install the equipment. So We mailed the equipment back and now have a bill for connection fees. Thai does not seem right as we cannot use it- and should have been advised it would not work in our type of building. It is KPN wiring in our building-a Ziggo technician told us this when he was at our apartment.

i would like this bill to be removed- what can I do? 

 

Hi ​@Swens2005 

You can better call the customer service with the toll-free number of KPN 0800 0402 Available on: Mon-Fri between 08:00 - 18:00, Sat. 08:00 - 17:00.

Closed on Sundays and public holidays

You can also make a calling-appointment yourself
KPN will then call you immediately, or at a time that suits you

 

Hi ​@Swens2005, welcome! Sorry to hear things didn't work out as expected. We have this huge database of addresses and whether or not there's a KPN connection there. So we can tell you if you can order our services, but we cannot tell you where your connection point is. That is something that you will have to figure out yourself. And then take that into account when considering what internetservice to choose, and how you would like that to work. We can think with you, but only if you tell us what your home situation is.

 

Now, as for the cancellation. If you have done so within your 14 day grace period, then you will be receiving a closing bill. On that bill you will get the activation costs credited, as well as any remaining credit for that part of the first bill that is after your cancellation date. That bill should be arriving on or around what would be your normal monthly billing date. 

 

If that doesn't happen, something might've gone wrong. In that case, do contact us again (Huistijger above has given the options for that) as the credit can then be applied manually. 

I cancelled the service the same DAY it started. (This should be able to be verified by KPN, I assume.) I still received a bill that was NOT credited. When I called customer service, the representative said he could not credit an activation fee. After receiving a reminder about the bill, I broke down and paid it. But since I should not have been charged, can you help me get this resolved with customer service?

Unfortunately, that cannot be done through the Community. Activation should be credited, we are very clear about that on our info page (Dutch). If you have been told otherwise, please contact us again. You can do so via our call me now/later option that Huistijger linked to above. Or approach us through one of our one-on-one social media channels (Facebook / X).

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