Hey @jamr, that's quite a tale! I can imagine you want this fixed and sorted. Would you please fill out your forum profile? Reply here when you’ve done so, and I'll dive into our systems to see what the current status is, and what can be done. 

@Erik_ I appreciate the help! Really. I have updated the profile with the details you’d need to dig in. Good luck!!!

Update:
My spouse had a long phone call with both KPN and KPN Network on Tuesday. The KPN representative - the second person in line after we got through the front line - promised to return her phone call. This hasn’t yet occurred. And no, we haven’t been fixed which is actually what we’re asking for.

Allow me to add a detail to the above story to impress everyone. Last week KPN noted that KPN Network has a ticket in their system for a 22 March date to dig up the street and fuse the fiber. This sounds like a lot of work, doesn’t it? Well, it is. I wish I had the pictures to demonstrate KPN’s commitment and dependability.

But here’s the punchline to that story: instead of that fix, we got flowers delivered this week . Very nice flowers and a kind note, to be sure. And actually, we were quite pleased with that kindness, but let me ask a few rhetorical questions. Were those flowers made of glass? Were they buried in the protective cocoon of sand and brick? Where these flowers lit up by tiny pulses of light hurtling down the line into my waiting arms? Were they capable of streaming the data my job and clients require of me? Do they take the place of my mother’s face on a screen sharing songs with my little children?

“Why are we still here?” the diligent reader will want to know. “why not just go to another provider?”  And that my friends is the million dollar question. Here’s the $5K euro answer: If KPN doesn’t lay the line correctly, then there is no possibility of getting fiber through any other provider either. Having just now talked to T-mobile, for example, their last mile connection is via KPN fiber. No KPN glas fiber, no glas fiber EVER!

Now ain’t that a challenge to faith in humanity? Thus, I gotta ask once more:

KPN, how do you wanna play this!?

We have 2 more days left in March. According to a knowledgeable colleague, 3 months of contract breach, damages, and amelioration easily starts to exceed the cost to simply fix us up properly. But I’m confident that we can still come together and get this solved. 

To be transparent - take a hint here KPN! - here are my next steps:

1. https://www.acm.nl/
2. publication and appropriate placements

Actually, lemme take a wild guess here: you’re waiting for 1 April to spring the joke.

Thank you, @jamr.

I'm seeing that, indeed, the fiber in the ground is broken. KPN Netwerk needs to fix this.

This was, as you've been told, planned for March 22. On March 28, however, we received notice from KPN Netwerk that there's an underground obstruction and that they could not fix it. They would have to reschedule. 

The Back Office that's maintaining your ticket on our side has updated yesterday that this rescheduling has not happened yet. They will contact KPN Netwerk on Monday, and get back to you with an update. 

This means that, right now, we can do nothing but wait for that. 

Thank you @Erik_ that is informative! Sadly, the jokes of 1 April did not include a punchline from KPN.

Today, more than 3 months later, I will be asking KPN to provide full reimbursement of a new Ziggo (or any other provider of internet!!!) subscription including fees while KPN gets this sorted. 

The other LOL part is that KPN restricts us from canceling because we “have a 12-month contract.” And because we cannot cancel easily, all other services see us as “unserviceable.” Which means, not only will we need reimbursement, but also KPN to permit another provider to help us out. Seems like KPN would rather have a unilateral contract here.

Reimbursement for actual internet - seems fair, right?

Hey @jamr, how're things now? The back office contacted Netwerk on the 4th. And Netwerk was going to contact the local contractor to make an appointment with you as soon as possible. Has this happenend?

I understand your desire to switch. If that is really what you want, that is something to discuss with our cancellation department. 

Once this problem is resolved, we will, of course, reimburse the costs of your KPN subscription for the entire duration of the service interruption. 

@Erik_ we are excited to see some progress here! I appreciate that. However, we have not heard any updates on the equipment and lines. 

To be clear, we have no desire to SWITCH. We have a desire for stable internet. We want an intermediate solution - hence the idea of a month-to-month ziggo option until such time as the fiber is resolved.

I’ll come back here as soon as we here something!!!

I'm coming to check in on you again, @jamr. Have you gotten an appointment yet? I'm not seeing any further updates on the technical ticket on our side. So, if there's still nothing, I'll give the back office a heads up about that so they can re-check with Netwerk.