Moving my subscription to my new adres is proving to be a headache

Hello

We were satisfied with KPN until we moved address. We called KPN 17feb that we are moving. They said we can use the modem to our new adress. The day before we arrive in our new address I called KPN to ask if we have to have a fiberoptic internet install in our new adress. The agent said no, we can use the internet and we can install it ourselve. Basically, plug and play the modem. 

Arrived to our new house, could not use the modem in anyway shape or form. So we went to the store and ask if we have fiberoptic internet in our new adrress. He said no, we asked what we should do since we want to continue our home internet. And this time we would like home internet and tv. He said that we need to cancel the move request and do our new order. So we did. 

Around a week later someone called because we have to open request. We asked the agent what we should do. The agent asked it depends on what do we want, we said we don’t know. since there is no fiber optic internet. So, there was no clear solution that time. 

After a day or two,my partnet got a call from KPN regarding the two open request. He suggested to do a new order. Because the move order we will get charge twice. we recieved an email saying that the new start day is 18 april

31march a guy showed up with white van and saying he was from KPN to install the fiberoptic. We did not know about this schedule. But we realized that it could be from the new request we did. The installer said that he will come back 1 april around 12-1, because he did not have enough time since according to him the distance of the fiberoptice is far to the house. So he needs more time and there is no fibre cable near the house. A package show up with home internet plus tv.

1 april, he did not show up. Called KPN because I was wary that the person is not authorized. But ending up not addressing the issue. Ended up addressing the move request and the new request.  So at the end of the call they switched it again to move request on 28april. With all the frustration we have with this move, the agent put a request for a charged/bill that we have not use since 17feb., and gave us help with internet so we can work from home. 

Called again because I saw I was charged. The agent explained that the billing is 1 month advance. We had a long conversation. The agent said that we can use the home internet even without a fiberoptic, But the thing is we could not connect the modem.  Then I saw on my app that I my home internet is active again, I am afraid that I might get charged for this without actually getting the service. We are not physically at the old adress since 25feb. Our home internet was cut off on 17feb. I have proofs that we did not use the home internet and has been in our new address for over a month now. I challenged the agent to check our home internte bandwidth to see any usage. 

This is unfair. We are getting charged with the service that we are not using. And keep getting different information. We are almost done with KPN home internet. We hope that 28april things will be better. 

I am not sure why the website keep saying we have fiber even we don’t.  Our neighbor has fiberglass internet, but the installer said the distance of fiberglass internet is far from our house. What is going on?