Hello @a.ahmet ,

You have to do the installation yourselfes. Today (26-4-2024) is the start of your contract. 

This is the instruction:

https://www.kpn.com/service/internet/installatiegarantie

My KPN internet subscription started on April 26. I've been trying to use broken internet for about a week. My internet keeps cutting out.

I contacted KPN customer service and they sent a technician. The technician tried to solve the problem and found that the problem was in KPN's underground cables. He said that he needed to make an appointment with another company for this and made an appointment for April 13th.

Now my question is, I am paying for internet that I could not use, why?

It's strange that no one wants to apologize for this. Of course, I applied to KPN to cancel my internet subscription. I don't know when it will be processed.

I am not satisfied with KPN customer service!

@a.ahmet if you have an technical issue you need to keep paying, after the issue is fixed KPN can calculate how many days you had a problem and can reimburse you. KPN doesn't do that proactively.

Hi @Ik_Combineer 

 I filled out the online form to cancel my KPN internet service. In the confirmation email I received, it said that I would be called by KPN customer services, but no one has called me yet. What should I do to speed up the proceedings? Thanks in advance

I'm an kpn engineering and I don't work at the customer service, so I'm sorry but I cannot help you with that. An moderator should be in this topic after a while and can answer you.

Hi @a.ahmet. Welcome to the KPN Forum. Unfortunately, I couldn't find any data in the KPN Forum profile, so I don't have the ability to look into this for you. Could you still leave your details? Has a KPN technician been able to fix the issue with the underground cables? I suspect that might be the reason why you automatically received this email.

Hi @Vikash van KPN 

Klantnummer:****

Unfortunately, the Kpn technician could not fix the fault, he said that the problem was in the underground cables and made an appointment for May 13 with another company.

Admin: gegevens verwijderd i.v.m. privacy

What a pity the technician couldn't fix the issue. Good to read that a new appointment has been scheduled. I hope they can resolve the problem this time.

Hello @Vikash van KPN 

I applied to cancel my internet subscription, but I still haven't received an answer. No one called me about this from KPN.

I need to cancel my internet subscription as soon as possible (I have already applied within the 14-day cooling off period).

Because I cannot use the KPN internet and I decided to buy an internet subscription from another company.

I would be very grateful if you could help me, thank you in advance.

Best wishes, Ahmet

Unfortunately, I cannot assist you with canceling the subscription. You are best advised to contact our customer service (0800 0402), and they will assist you further with this matter.

@Vikash van KPN @Ik_Combineer 

My internet problem is still not fixed! A technician from KPN came today and checked the cables.

Afterwards, I received an e-mail from KPN saying that your problem was resolved. But the problem was not resolved and I still do not have an internet connection.

I cannot reach customer service after 20:00.

By the way, even if I want to cancel my internet subscription, I cannot, because KPN does not call me even though it gives me an appointment!

This is ridiculous and I don't know what to do

If you want to cancel you can call KPN at 0800-0402. What did the technician do? Do you have an copper or fiber connection?

@a.ahmet The technician who visited you couldn't open the cable distribution box in your area because he didn't have the keys. According to our systems, another technician still needs to do this. Unfortunately, I don't have the ability to say exactly when this will happen. You received an SMS and email yesterday containing a phone number and a PIN code. When you call that number, you will get more clarity. They are available Monday to Friday from 8:00 to 20:00.

Hello, @Vikash van KPN

I have two questions for you. First, I applied to cancel my internet subscription on April 26. KPN customer service was supposed to call me but did not. Then I called KPN customer service and explained the situation. They said they noted the problem and that the cancellation department staff would call me.

However, despite the time that has passed, no one has contacted me yet. Could you kindly check the status of my application? What do you recommend I do about this?

My second question is regarding my invoice. Normally, I am supposed to pay €35 monthly. My first invoice was €35 plus a €25 installation fee, but my second invoice is €53. I am unable to understand the reason for this discrepancy. I would greatly appreciate your assistance in this matter.

Thank you very much for your help.

Best regards

,

I see in your file that a colleague has tried to call you 9 times regarding the cancellation of your internet subscription but was unable to reach you. Therefore, it is best if you contact our customer service again yourself. During this call, you can also ask your second question. Your last invoice is indeed somewhat unclear and can be better explained over the phone.

Hi @Vikash van KPN 

Thank you very much for your response.

Today, I called customer service and asked on which dates they tried to contact me. Unfortunately, they could not provide any information. You mentioned that I was called nine times, but I did not receive any calls (perhaps the KPN employee dialed the wrong number). I also learned the details of my invoice, but there is still a problem. My basic internet subscription(without extras), which should be €35 for the first nine months, appears as €42.5 in the second month. The customer service representative could not explain this situation either.

It was quite difficult to communicate because the customer service representative did not speak English fluently. I am trying to resolve the issue by writing here, hoping that you can assist me. My basic invoice should be €35 for the first nine months because that was the agreement in my contract. What can you do about this?

Thank you in advance for your assistance.

Best regards

Hi @a.ahmet. It's strange that our customer service couldn't provide you with information. Did you indicate in that conversation that you want to cancel the subscription? Unfortunately, I am not able to help you with that myself; it really needs to be done through customer service. From what I can see, you should indeed receive a €15 discount for the first 9 months, and this did not happen on the second invoice. I will credit this amount for you. You will see this reflected on the next invoice or on the final invoice if the subscription has already been canceled.

Hi @Vikash van KPN 

Thank you very much for resolving the invoice error. Customer service claimed it was not an error. I had a hard time explaining my problem to them.

Strangely, the customer service representative said that I could not cancel my internet subscription because 1 month had passed since I purchased it. However, I applied to cancel it 1 week after I purchased it.

Customer service said they could not see this application. I read the confirmation e-mail from KPN stating that the application was received, and the customer service said they would do some research and call me in 1 day, but it has been 2 days and no one has called me back.

This is a really complicated situation to resolve.

@a.ahmet Have you been called back yet? I will send you a private message shortly.

Hi @Vikash van KPN 

Unfortunately, KPN customer service still hasn't called me.

I have contacted KPN customer service three times, and each time they assured me they would call back within one day at the latest, but I have not received any calls.

Additionally, my basic internet subscription still appears as €42.5 instead of €35. Could you please assist in finding a solution to this issue? Thank you very much for your time.

@a.ahmet I am sending you a private message again. Could you please respond to it?