KPN cancels fiber installation and asks me to pay street-digging costs by a new order

Hi and welcome to our community ​@guidodl96. I'm sorry to hear that your new contract and connection came with so much difficulties. It hasn't been resolved yet, and your order has been cancelled - I can imagine that this was not what you expected when you ordered the contract 😅

When fiber is being laid out in a certain street or environment, getting a fiber connection in your home is for free, at that point. When the connectionpoint is made, and is removed or changed later on by the owner for example, repairing or restoring the connection thereafter is indeed a bit different. This is because the connection was already created and has been changed or removed: so restoring it can indeed be charged to the one requesting it. After reading your story, I'm assuming that someone like a previous owner changed something about the connection, and that is why you're experiencing these troubles.

I'm not sure if I can do anything to change the outcome of this situation. I can't make any promises, but of course, I'd like to take a look for you. Would you add your name and address information to your community profile, and then let me know here? Then I know you added your information, and I'll look into it.

Hi Alexandra, 

Indeed my address connection point was wrongly used for another subscription.

Nobody has ever used KPN here I believe, since the previous tenant was linked to Ziggo, which has a different infrastructure based on coaxial cable..

I have already forwarded my case to kpn network team, which is looking into it. 

In the meantime I would appreciate a second opinion, just updated my infos :)

Thank you!

Regards,

Guido.

Glad to hear that KPN Network is looking into it ​@guidodl96. That is the best way to go, they are the same part of KPN who construct and maintain the fiber connections and cables. For a bit of context, this community is from the provider-side of KPN. We provide the signal on the line as soon as your contract is active. Did you hear anything in the meantime?

A different solution would be to order a completely new contract: the ‘standard’ telephone connection is available at your address too (as we would name in Dutch, the copper network). Then your max speed would be 100 Mbit/s. This connection should be ready for use in my expectation. If you would like to choose for this option, you can make a call me back appointment. One of my colleagues of our customer service will call you back when it fits for you, and help you with it. I made sure there's a note with a bit of backgroundinformation saved with your data in our system.

Hi Alexandra,

More than a month has passed already but I still haven’t received any reply back from KPN after what happened. 

The solution you proposed unfortunately is not available since the only cable that arrives here is from Ziggo and has a different technology..

Could you help me to speedup the process with the fiber please? 

That would be very helpful :)

Thank you and have a nice day,

Guido.

I'm sorry to hear that ​@guidodl96. I cannot make any promises on if I can do anything to speed things up, but I will try to look into it. I will get back at you as soon as possible.