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Is there a refund for days without internet?

  • August 6, 2026
  • 3 reacties
  • 41 keer bekeken
R
Nieuwkomer

Hi,

So I installed KPN fiber last week and it worked perfectly until one random day when it stopped working, the internet light is just blinking. I called support and they created a request to send me a temporary device with 500GB data allowance. I’m yet to receive it and it takes 2 days for it to be delivered. 

Customer support was also unable to rectify the issue from their end so they said a technician has to visit. Earliest technician available is 13 August (a week from now!), which is pretty inconvenient. There is no guarantee the technician will fix the issue on the same day, its just the date they will investigate. 

Does KPN offer any refunds for the amount of days that I am unable to use their service? It is a pretty bad experience since I just obtained their connection last week, and within just 1 week, it is not working. I am left with no internet, having to use my limited mobile data, and then decrease my normal usage to stay within the 500GB allowance (can I renew that by myself?). 

Beste antwoord door Serenay van KPN

Hi ​@Raza K, welcome to the community! 😊 I’m sorry to hear that your fiber connection stopped working so shortly after the installation. I can imagine that having to wait for a technician until 13 August is particularly inconvenient.

Regarding your question about compensation: yes, there is a compensation scheme for network outages. If your internet service is completely unavailable for more than 12 hours, you may be entitled to compensation for the affected service. The amount depends on how long the outage lasts.

We also have a page on our website where you can find more information about the compensation scheme, check the conditions and submit a compensation request. The request must be submitted within 30 days after the outage.

Since your connection is currently still down, I would recommend waiting until the issue has been resolved. Afterwards, you can submit your request through our website. If you need any help with this, you can also schedule a call with our customer Service.

Hopefully the temporary internet solution reaches you soon and the technician can get your fiber connection working again on 13 August! 😊

    3 reacties

    Serenay van KPN
    Moderator
    Forum|alt.badge.img+9

    Hi ​@Raza K, welcome to the community! 😊 I’m sorry to hear that your fiber connection stopped working so shortly after the installation. I can imagine that having to wait for a technician until 13 August is particularly inconvenient.

    Regarding your question about compensation: yes, there is a compensation scheme for network outages. If your internet service is completely unavailable for more than 12 hours, you may be entitled to compensation for the affected service. The amount depends on how long the outage lasts.

    We also have a page on our website where you can find more information about the compensation scheme, check the conditions and submit a compensation request. The request must be submitted within 30 days after the outage.

    Since your connection is currently still down, I would recommend waiting until the issue has been resolved. Afterwards, you can submit your request through our website. If you need any help with this, you can also schedule a call with our customer Service.

    Hopefully the temporary internet solution reaches you soon and the technician can get your fiber connection working again on 13 August! 😊

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      R
      Nieuwkomer
      • Raza K
      • Auteur
      • Nieuwkomer
      • August 13, 2026

      Hi, issue was fixed by the technician. Apparently, someone had unplugged my connection from the neighborhood box.

       

      Thank you!!!

        Serenay van KPN
        Moderator
        Forum|alt.badge.img+9

        Great to hear that the issue has been fixed, ​@Raza K! 😊 Quite an unexpected cause, but I’m glad the technician was able to find it and get your connection back up and running.

        Thanks for letting us know, and enjoy your fiber connection! 

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