Hi ​@NB_88, welcome on our board. 

The order has been successfully placed, so our systems do indicate that your address has a connection. It’s possible that the connection is located outside the home, perhaps in a utility cabinet, which we sometimes see with apartments. Usually, it’s installed in the meter box and often looks like this (see below). Still having trouble? Then I recommend scheduling an installation appointment with a technician, as this service is free of charge.
I hope this helps. 

​@Alex van KPN 

Thank you for your clear explanation.

Fibre optic was available at the address when the contract was signed, but when the technician came to check afterwards, he was told that it was not compatible. (Problems with the fibre optic installation).

It seems that KPN was not available at my address, and I have changed my contract to Ziggo.

Thank you for answering my questions :)
 

Very unfortunate to hear this. I can't help but wonder what happened. Was there no fiber optic connection point in your home at all? If there was, could I possibly get a photo of it? Not to convince you to stay with us, of course. I'm just curious to understand where things went wrong.

That being said, it's great to hear that you're now connected!