Hello ​@EvgenyI 

That’s weird, normally you'll get a glassfiber modem with the installation package unless a technician is necessary anyway.
If there isn't an installation technician planned then call KPN customer service 0800-0402 (mo to fr 8AM - 6PM, sa 8AM - 5PM) and say to the computer you want to speak to an employee.

They can send you the glassfiber modem or make an appointment for an installation technician.

Hi ​@EvgenyI 
 

You can also make a calling-appointment yourself

KPN will then call you immediately, or at a time that suits you.

scroll down until you see: maak een belafspraak

They are available 24/7 for urgent malfunctions

Thank you for your feedback!
I have just called the support and they told me that my new contract with KPN in their internal system is for KPN “copper” which it seems I do not have in the house...at least I do not see any connection...and they can’t send me the new package for fiber ( which I already have in the appartment)

How it is possible ? It is ridiculous

may be you can give me advise with whom I could contact in support to solve this problem on KPN side

Dank je wel!


 

It can be possible if it isn't a KPN network fiber connection point.
There are several providers in the Netherlands and KPN doesn’t want to use fiber from other providers.

Can you place a picture of the Glasvezelaansluitpunt?

Enter your zip code and house number on the following link:
https://netwerk.kpn.com
Then you can see whether you have fiber or not.

I think this box indicate that I have fiber glass from KPN in the appartment…
But KPN support say they couldn’t organize connection to it …  because in their system I have to be connected via copper which I do nit have...what a nonsense!
 

The only reason I can think of is that the connection isn't ready yet, it was recently installed?
Probably the other end of the fiber still needs to be connected in the district exchange.

According to the KPN site my appartment is connected to the fiber glass...so it meens that it should work...

 

Hoi ​@EvgenyI 
You can order a free technician who will ensure that your connection is ready bij calling 0800 0402

Hi ​@EvgenyI, 

First of all, welcome! I agree with Huistijger; the easiest option is to schedule an installation technician. You can easily do this online on our website.