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

Hello community,

I want to share my experience with KPN so far, because honestly it has been extremely frustrating.

I moved into a new house in Haarlem at the beginning of this year and immediately requested a new fiber internet connection for my apartment. The house has two apartments on two floors, and I live on the second floor. When I checked my zip code, it clearly stated that fiber with speeds up to 4 Gbps was available, so I trusted that information and placed the order.

Soon after, the problems started. KPN called me to say that during renovation works done three years ago, a shop located on the corner of the building—whose entrance is on a completely different street—had its KPN connection incorrectly linked to my address. Because of this mistake, I was told that I could not get internet in my own home until the issue was resolved.

A technician later visited my apartment, inspected everything, and after discussing with colleagues, confirmed that the shop's connection needed to be detached from my address. This gave me some hope that the problem would finally be fixed.

Unfortunately, after countless calls, emails, and back-and-forth conversations with KPN, I still never received a clear explanation for how this error happened in the first place. Today, things got even worse: I received a final call informing me that my order had been canceled altogether. I was told that I now need to apply for a new fiber connection and personally pay for street-digging works that could take months.

What makes this situation especially upsetting is that the fiber cable is already under my street. It only needs to be extended to my cabinet. This work should have been done three years ago, yet I'm now being asked to wait months and cover the costs for a problem I did not create.

At this point, I just want KPN to take responsibility and complete the connection as soon as possible, so I can finally have internet in my own home.

Thanks and have a nice day!