Hi @Rishav Jain, welcome! You shouldn't be put on hold for so long! I'm sorry to read that this happened to you. If you were able to place an order, we should help you with the installation. That's right! Unfortunately we do not have the recourses to help you in the community. You could try to call us again ór ask your question via Facebook or X. My colleagues are happy to help you!

Hi Maria,

When I call, they keep my call on hold for 50mins and I get no response. I finally have to finish the call without resolution

That's strange! You called the right number? 0800-0402 or +316 1200 1200 from abroad. Monday to Friday from 08:00 to 18:00. Saturday from 08:00 to 17:00. If that doesn't work, please contact my colleagues via Facebook or X. 

Hallo @Marcia van KPN en @Rishav Jain the international phonenumber is +316 12001200

Dankjewel, @JanD! Aangepast 

Hi, Yes, I call at the right numbers. The response from the team is pathetic.

Sharing today’s experience. Planning ait team is installing optic fibre at my building. I was told by KPN that they would do everything and I will be able to use the high speed internet the day when they install it. However, the planning ait team informed me that they will only instal it till meter cupboard. Further the line inside my home until the modem would be done by someone else.

I called up KPN customer again to clarify and again they had no clue, They just told me to wait and watch.

This is such a unpleasant experience going through all the hassle. The KPN team themselves have no clarity and they are least friendly and supportive to resolve customer issues. I am consitently on the calls trying to figure out how to manage with my office. This is enough for me. I will end my contract with KPN soon.

I'm sorry to hear that there's little progress so far. Understandable that you want your connection, you’ve been waiting for it for a while. 

If the fibre connection is only just being installed in the entire neighborhood, then there is a waiting period before a different team connects the fibre cable inside your home. 
However, if you’ve been able to order KPN then there should be an existing connection as well. At the very least your order confirmation should show that the fibre connection isn't ready yet if that's the case here. 

I'm sorry you’re having such a bad experience with us and understand if you want to cancel. You can cancel the order within 14 days of your services working. 
Seeing as your services haven't worked at all yet, I don't expect this will be an issue. 

You can call us on the numbers mentioned before to cancel your contract. Apologies again for the inconvenience.