I experienced terrible customer service, fiber optics technician didn't show up

Hi ​@Cherb . Welcome to the KPN Community!

I understand that in your case, the process of getting fiber installed isn’t going as smoothly as expected. When you schedule an appointment for installation or for bringing the cable into your home, you should be able to rely on that being honored. It’s unfortunate that something went wrong there.

It’s important to make a distinction between the fiber network operator and the provider. You’re now on the Community of the provider, and with us you can request a subscription. We then deliver the services over the cable that runs to your home. That cable is managed by the fiber network operator KPN Netwerk, and they are also responsible for the installation. It’s likely that your appointment was with them or with a contractor working on their behalf.

They also determine whether the cable can be installed free of charge or if there will be additional costs. As a provider, we have no influence over that — nor over the planning. Fortunately, you’re not locked into anything. You always have a 14-day reflection period, only starting from the moment your connection  becomes active. So once you’ve been informed about the planning and any potential costs, you can always decide to cancel everything.

When you click the order button, that information isn’t immediately available yet — which is why you’ll receive more details during the installation process. That’s not ideal, I do realize that, but sometimes it just can’t be helped.

Let us know if you have any further questions!