New customer, no access to internet

Hi there,

My contract started on the 9th, it is now 3 days on. I have been through the installation help multiple times, and have had my connection checked automatically and by technical support on a call. I was told that there was nothing they could do to help. I checked my back account and nothing had been debited yet. I checked the myKPN app and there were no invoices yet. I have checked again today and there is an invoice but there is not options to pay. I click the invoice and it just opens a PDF. It just says “is being processed”. I’d like to set up a direct debit if I can.

Thanks,

James

Admin: merged topics

It has not changed status. I still cannot log into the wifi. My subscription was supposed to start on the 9th Jan. I have arranged for another call tomorrow evening. I thought perhaps it is because I haven’t paid, but initially no invoice had appeared in mijnKPN account. Eventually one did appear but with no option to pay it. I have checked my payment details and my IBAN provided is correct and I expected the subscription to be debited from my account.

The activation of your subscription is not connected to the payment of your first invoice.
If the first invoice would be unpaid for too long the subscription would be blocked but that would take a couple of weeks/months. I doubt that's the cause here.

I hope my colleagues can shed some light on the situation tonight!

I had a long call last night where we established that the payment has been made but nothing is activated because my account doesn't have a mobile phone number associated with it. The activation link was never sent. I expected an email to be sent instead. The staff on my call said they'd request that the link was sent again with a note specifying an email activation as when they tried to enter my mobile number, it was rejected for being a UK number (I have a pre-brexit sim card with data roaming). That email never arrived yesterday - I since added a dutch number from an old sim card I have to my account to try remedy this but that number is actually no longer active.

I have paid for this month's Internet and still have no working service 2 weeks later. I have been having to call KPN repeatedly to get this fixed and have posted on the forums multiple times. Today I called up and was put on hold for someone who could help and by the time it took me off hold and rang, it hung up immediately.

I tried the chatbot to arrange a callback and the chatbot seemed to know a phone number associated with my account. It’s the number of easynuts who set up my utilities and subscription. I tried to ask the bot to call me on my mobile instead but it got confused and ended the chat. All I need is an activation link sent to my email or to my mobile number! I have been using mobile hotspot for two weeks and I’m almost out of data!

I need an activation link sent by email or to a UK mobile number. KPN has my email address and no phone number for my account because it won’t let me add my mobile (a pre-brexit simcard with EU roaming). Apparently it defaults to sending an SMS activation link but it cannot do that if it doesn’t have a phone number for me. So nothing was sent. It has been two weeks and nobody has been able to resolve this for me. I’m paying for a service I have not received. I have made forums posts, called support lines several times spending cumulatively hours on hold. A chat bot tried to arrange a callback for me but apparently it will only accept Dutch numbers and the Dutch number it had associated with my account is for EasyNuts’ the Dutch utilities provider.

Admin: topic samengevoegd met bestaand topic

Appointment with an engineer following my most recent call has resolved the issue.

almost 2 weeks later and having burned through 50GB of mobile hotspot data

Hi James, thanks for the updates and feedback!

First of all I'm glad you got everything working with the engineer! My apologies it was so much work getting into contact with my colleagues. That should have been way easier. Without a dutch phone number getting called back is not possible at this time and when your subscription has a different phone number (and maybe contact e-mail adress?) that makes it really hard to get these things done. 

I'll forward your feedback. If you have any other questions don't hesitate to ask!