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Connection date has passed but not installation package or appointment

  • okt. 19, 2026 10:21 a.m. UTC
  • 4 reacties
  • 30 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.

Beste antwoord door Arjan van KPN

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.

Bekijk origineel

    4 reacties

    Arjan van KPN
    Moderator
    Forum|alt.badge.img+14
    • Arjan van KPN
    • Moderator
    • Antwoord
    • okt. 20, 2026 7:28 p.m. UTC

    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.

    Nieuwkomer
    • Nayoung
    • Auteur
    • Nieuwkomer
    • nov. 4, 2026 12:13 p.m. UTC

    Hi, I called Hanab and apparently they cancelled the ticket on 2 november since I could not be reached (I never received a visit or call), and they told me to reach out to KPN and make a new ticket. Can you make a new ticket to them, and let me know so that I can calll again?

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

    Oh, that's strange that they weren't able to reach you. Looking at the ticket information on our side, I can see that we tried to contact you two days ago, but unfortunately we were also unable to get through. You should then have received a text message (SMS) with a callback request. Is the phone number we have on file for you correct? I can see a number ending in 490. Is that correct?

    In that case, it's best to check the SMS and call the number mentioned in the message. They will be able to update you on the current status of the situation and explain the next steps.

    Nieuwkomer
    • Nayoung
    • Auteur
    • Nieuwkomer
    • nov. 5, 2026 1:14 p.m. UTC

    Yes and that’s how I got that information “told me to reach out to KPN and make a new ticket” by calling Hanab two days ago. I called KPN today and they just put me through Hanab again to make an appointment, and Hanab today told me that they haven’t received any order in my address, but it could be that it might take a few days to reach them. Morever, I haven’t received any phone call or SMS, I am currently out of the EU rigth now so that might be the reason (but that would be also weird because I’m not on the airplane mode, all other calls are coming in fine). I am lost here what to do next. Can you please check whether you made an order for me, or what can I do next?

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