I am shocked that I need to use this complaint forum to get my voice through the recorded robot you call support representative.

I have just joined your company after being a long customer of Ziggo, I have never had any issues with my internet, but your sales got me thinking that moving to the Fiber Glass will make a huge different.

After getting my new router and setting up the connection it seems that the Wifi (and sometimes the wired) signal is completely broken and fluctuating. 
I have contact your support several times and been toss around till I got a specialist to check and try solutions to fix it which non helped.
After realising the problem is true and valid he decided to send to my house a mechanic PROMISING ME ON THE PHONE that the mechanic will not cost any fee as this is definitely not an orderly problem and even if he will insist that the problem is not from KPN I should not sign the work and contact your support so they can handle it and cancel the fee (you can check the recording).

The mechanic came and inspected and tried for almost an hour to find out the issue till he more or less gave up (also talking with his superior) and excused the wifi issue to a “maybe” some interruptions from other networks that might jam the signal. The mechanic (of course) claimed this is not KPN problem (even though he basically didn’t do anything to fix it and I still have a bad Wifi signal in the house which forced me to waste money on new ethernet cables and a Switch so I can wire all my devices) and demand me to sign his work which will be charged.
I immediately contacted your support and had to wait almost half an hour till someone answered.
Your support said he doesn’t know who promised me this and he can’t cancel the fee, and I asked him to please contact the support representative that provide me this promise.
In the meanwhile the mechanic was stuck in my house for a long time and made me feel very uncomfortable.
You support then promised that he will pass on this issue to the manager and the support person that talked with me and they will make sure to contact me as soon as possible and refund the cost so I can free the mechanic, reluctantly I signed, mainly because I felt bad for the mechanic believing to your second support representative promise that a manager will get back to me and sort the payment misunderstanding out.

Today I contact you again to ask when should I expect the call (and actually I wanted to even move my mobile to be for KPN as my benefits with Ziggo got removed) and I was completely shocked by the uncaring disregarding attitude I got from the support representative I was talking to.
She completely disregard everything I said, keep on repeating the same sentence as if she is reading from a manuscript, we can’t refund for a mechanic work you need to pay this is our policy and there is nothing I can do to help you with. After trying to explain to her, very kindly about 6 times that I was promised (NOW TWICE) that this will be taken care of she just completely didn’t care and ended up hanging up on me saying there is nothing she can do.

I have never been so disappointed from customer services in my life, you lied to me twice! one time promising no matter what I will not need to pay for the mechanic (that actually didn’t fix anything) and the second time when I was promised this will be handled properly and someone from management will call back to me and sort out the payment issue so I can release the mechanic.

I am giving you this complaint as a last option for you to get back to me and sort it out before I seeking a legal consultation to sue you for misconduct and lying to a customer enforcing false payment.

Shahar Madmon