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How do I cancel my subscription when KPN is not able to provide fiber at my new address?

  • 26 januari 2025
  • 10 reacties
  • 121 keer bekeken
E
Deelnemer

Hi everyone,

I’m moving from my current address to a new one in Amsterdam. I’m currently a KPN client with a Fiber 4Gbit/s connection, which has been perfect for my work since I deal with a large amount of data daily.

Unfortunately, I’ve discovered that KPN doesn’t support fiber at my new address. After calling their service team, I was told that I’d either need to:

  1. Pay all the remaining payments on my current contract if I want to cancel, or
  2. Switch to a 40Mbit connection, which isn’t feasible for my work.

This situation is particularly frustrating because, 8 months ago, when I was negotiating my current contract, I specifically asked the KPN agent about what would happen if I moved to a location where fiber wasn’t available. The agent assured me that I could cancel the contract by providing proof of the new address and the lack of fiber availability.

Has anyone experienced a similar situation with KPN? Any advice on how to approach this or escalate the issue?

Beste antwoord door Thomas van KPN

Hi ​@extmkv, welcome to our community.
I understand this is not the answer you're looking for but when you move to an adress that has a valid KPN connection you can't cancel your contract without the fee. That is only an option if there's no KPN connection at all. 

You could check on our website to see when we expect a fiber connection on your new adress: Netwerk.kpn.com

If you have any questions to our customer service about specifically your subscription the best option is to give us a call on 0800-0402. You can also make an appointment where my colleagues will call you back: Terugbelafspraak

For more information about the rollout of fiber connections take a look at our knowledgebase:

Bekijk origineel

10 reacties

D
Topper
  • Daan vR
  • Topper
  • 12 reacties
  • 26 januari 2025

Another person reported a similar problem and it was eventually resolved:
 

 

Thomas van KPN
1 persoon vindt dit leuk
  • Thomas van KPN
    Thomas van KPN
E
Deelnemer
  • extmkv
  • Auteur
  • Deelnemer
  • 4 reacties
  • 26 januari 2025

​@Daan vR thank you for you reply.
I believe my situation is particularly different since KPN has service available at the new address, but only via coaxial copper, which is a huge downgrade in service.

D
Topper
  • Daan vR
  • Topper
  • 12 reacties
  • 26 januari 2025

What your and their case have in common is that KPN cannot provide the service for which you have a contract.

This page has the actual terms for all their product and services (in Dutch) - maybe there's something in there that may help you. Note that there are different terms for business and private users:

https://www.kpn.com/algemene-voorwaarden

E
Deelnemer
  • extmkv
  • Auteur
  • Deelnemer
  • 4 reacties
  • 27 januari 2025

After a few calls, it was recommended to send an email to opzeggen@kpn.com, explain the situation, and send proof of the new address. I have sent it and am now waiting for a reply.

Thomas van KPN
Moderator
Forum|alt.badge.img+23
  • Thomas van KPN
  • Moderator
  • 16141 reacties
  • Antwoord
  • 28 januari 2025

Hi ​@extmkv, welcome to our community.
I understand this is not the answer you're looking for but when you move to an adress that has a valid KPN connection you can't cancel your contract without the fee. That is only an option if there's no KPN connection at all. 

You could check on our website to see when we expect a fiber connection on your new adress: Netwerk.kpn.com

If you have any questions to our customer service about specifically your subscription the best option is to give us a call on 0800-0402. You can also make an appointment where my colleagues will call you back: Terugbelafspraak

For more information about the rollout of fiber connections take a look at our knowledgebase:

Blij met een antwoord? Geef een like! Is een bericht het beste antwoord op je vraag? Markeer het dan als oplossing.
E
Deelnemer
  • extmkv
  • Auteur
  • Deelnemer
  • 4 reacties
  • 28 januari 2025

Hi ​@Thomas van KPN ,
You are saying that I'm forced to downgrade from 4Gbit/s to 52Mbit/s and at the same time have an increase of 7.5eur per month on the price?
Because on the phone yesterday, one of our KPN colleagues mentioned that I could ask to cancel due to the lack of support of fiber on my new address.
 


 

TDN
Wijsgeer
Forum|alt.badge.img+10
  • TDN
  • Wijsgeer
  • 4450 reacties
  • 28 januari 2025
Thomas van KPN schreef:

when you move to an adress that has a valid KPN connection you can't cancel your contract without the fee. That is only an option if there's no KPN connection at all. 

You're wrong, 

13.2 Tussentijds opzeggen
• Als u verhuist naar een plaats waar we de dienst of een
vergelijkbare dienst niet kunnen leveren

If you move to a place where we cannot provide the service or a
similar service cannot be provided

A internet connection with 40Mbs is never similar to a 4Gbs connection.

​@extmkv 

 

When you can’t sleep at night, it’s because you’re awake in someone else’s dreams
Thomas van KPN
Moderator
Forum|alt.badge.img+23
  • Thomas van KPN
  • Moderator
  • 16141 reacties
  • 13 februari 2025

This is between ​@extmkv and the cancellations department but I'm pretty sure an internet connection is an internet connection despite the attainable speed and therefore similar enough

Blij met een antwoord? Geef een like! Is een bericht het beste antwoord op je vraag? Markeer het dan als oplossing.
E
Deelnemer
  • extmkv
  • Auteur
  • Deelnemer
  • 4 reacties
  • 5 maart 2025

Long story short, no one replies to my emails, on the phone they can't do anything..
From 2gbit fiber to 50mbit coaxial, and from 35 eur to ~50eur, I'm now paying more for less, what an experience…
 

 

D
Topper
  • Daan vR
  • Topper
  • 12 reacties
  • 5 maart 2025

This is getting absurd..

Well, they offer a procedure in which they'll call you back and you can discuss your complaint. See (in Dutch) this page:  https://www.kpn.com/service/klacht-of-vraag-indienen#/

If that doesn’t help you can put your case before the Geschillencommissie (commission for complaint resolution) : https://www.degeschillencommissie.nl/english/

Good luck!

 

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