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Connection date has passed but not installation package or appointment

  • October 19, 2026
  • 1 reactie
  • 13 keer bekeken
Nieuwkomer

Sorry that I’m writing this in English.

I ordered an internet from KPN in August with a desired connection date (I’m switching from both Ziggo and Vodafone, Vodafone switch went fine), and that was 16th October. However, I didn’t receive any installation package or an appointment with a fiber connection technician.

When I called KPN, a person from KPN said it’s because that KPN didn’t set the definitive connection date even though my “status of your order” page said “You can join!” with a festive emoji - since it’s passed that date. How can I join if I didn’t receive any equipment to join? Then a person said call KPN back if I didn’t receive any update in the next 4 weeks, but that’s just too vague. 

Can you please process my order, and tell me when can I receive an installation package and a fiber optic connection date? I’m in this limbo where my phone was switched fine to KPN but Ziggo is still waiting. I want to use it as a bundle, that’s why I switched both my mobile and internet.

So please, can you let me know when is the “actual” connection date, and how will my invoice look like? I hope it doesn’t start on 16th October, because like I said multiple times, I don’t have a connection with KPN.

    1 reactie

    Arjan van KPN
    Moderator
    Forum|alt.badge.img+14

    Hey ​@Nayoung. Welcome to the KPN Community. No problem at all that you've shared your story in English. That's easy enough to handle in writing ;)

    I'm very sorry to hear that your subscription is not yet active and that you have not received your installation package. Of course, you expected to be able to enjoy your new connection on the communicated activation date. Clearly something has gone wrong, and I was able to confirm that when I checked your account details. Thanks for providing them!

    Unfortunately, the target date of October 16 could not be met by KPN Netwerk, the fiber network operator. They are responsible for the fiber installation and for placing the fiber termination point inside your home. According to our records, that work still needs to be completed, and there has been a delay in the process.

    I have now been able to create a ticket for our Back Office team so they can get in touch with KPN Netwerk or the contractor responsible for the installation. Hopefully this will help speed things up and get the process moving again. It may take a few business days before you hear anything, but I have requested that you be contacted by phone. Hopefully you'll receive an update soon.

    In the meantime, please note that you will not be charged any subscription fees until your connection is ready. Your first invoice will only be generated once the modem has an active connection. Fortunately, it appears that your old provider's connection is still active, so you should still have internet access for now.

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