Can I expect a KPN technician today to install my internet connection?

Follow-up regarding my previous message as it might interest any other foreigners willing to go through KPN to get internet access.

After an hour online with two different support service from KPN (KPN and KPN Network Service Provider), I’ve understood the following:
1. Despite the “KPN team” answering to me by email and writing to me:

“The planned date for the completion of the connection is indeed set for July 29. Because fiber optic cable still needs to be pulled inside, a technician from our Network Department will come by.”

They actually did not plan anything and I have lost a month of waiting for.. nothing.

2. KPN will not organize and schedule your installation. At all. Yes, that’s weird if you come from abroad but you can actually start a contract and have no one coming home to have it ready. So your best chance is to call and you will have to schedule and pass the informations between their own services (KPN and KPN network service provider). 

3. Calling the support service is really painful if you don’t speak good dutch as you go through voicemails and have to answer to things you don’t understand to hopefully manage to reach a human at some point (then, everyone is kind and speaks english).

After an hour and a few people on the phone, I’ve been always asked to call a different service and I still don’t know how what is the expected process and how I long it would take. So I’m considering to stop my contract that never started but I don’t even know if it’s possible.

I used Odido in my previous place and was way more happy with their streamlined process. Right now, I’m clearly regretting the change.

Good luck to everyone going through that same painful process.
 

Hey ​@Guillaume9. Welcome to the KPN Community! 

It's great that you've ordered a subscription with KPN. I'm sorry to hear that you found the process from ordering to activation unclear. I can certainly understand that, especially if you're not familiar with how it works in the Netherlands.

In the Netherlands, the physical installation of the network is carried out by the network operator. In your case, that's probably KPN Netwerk. At some addresses, the installation is not yet fully completed, which means KPN Netwerk still needs to carry out some final work after the order has been placed. They will contact you directly, so it's important that a working Dutch phone number is included with your order. Normally, they will get in touch before the communicated activation date. Please note that this does not necessarily mean they will visit on the activation date itself. We try to communicate this as clearly as possible in the information we send to our customers. The appointment may take place either before or after the planned activation date.

From your second message, I understand that you've already received the phone number for KPN Netwerk. They can usually provide more detailed information about the remaining work and when it is expected to be completed. Have you already contacted them? If not, you can request a callback. That way, one of their representatives will call you back at a time that suits you. Once KPN Netwerk has completed the installation, we, as your service provider, will send you further information about installing your equipment and activating your subscription.

I'm sorry that the process has been unclear so far. I hope this explanation helps. If you have any other questions, please don't hesitate to let me know. I'll be happy to help.

We also have a (Dutch) article in our Knowledge Base that explains the fibre installation process in more detail. It contains additional information that may be relevant and useful for your situation.

Hi Arjan,

Thanks for your answer.

To clarify a few points:

1. I was never contacted by KPN or KPN Netwerk. It was always myself reaching the customer service to know what was going on.
2. “We also have a (Dutch) article in our Knowledge Base” thanks for raising, that’s the thing. As a expat’ I feel like KPN is not for me (as my dutch is not good yet). While I can manage a FAQ in dutch and use translation tools, the customer service vocal bot only speaks in dutch making it very difficult for non dutch speaking (and it was indeed the only option to reach the support, no email).
3. My phone is a french number (+33), I did not opted for a +31 as for far I’ve always managed without (banks, incomes return, previous providers for internet/gas/water). 

I found it easier to cancel my order and return to my previous provider as none of the point listed above was an issue for them. But thanks again for having taking the time to try to help me.

Have a great day,

Guillaume

It's a pity that you've decided to cancel the order. We would have been happy to help you further. But if the whole experience has been one big ordeal, I completely understand why you made that choice.

It's true that when contacting our phone support, you first have to navigate a series of Dutch-language questions, which can be quite an obstacle. However, we do have other tools and channels available to work around that. For example, you can schedule a callback online, and one of our representatives will call you at the agreed time. You can also reach us through Facebook, X, Instagram, and Bluesky. This information may not be of much use to you now, but it could help if you decide to give us another try in the future :)

It also helps if you provide a Dutch phone number so that we can reach you for a callback appointment ;) Of course, this could also be the number of a friend or acquaintance. That said, it might have been easier if we had reached out to you by email as well.

In any case, I hope you haven't been left without internet access, and perhaps we'll see you again in the future!