Over 6 months of lies or failures from the KPN service desk

Last year I closed my ZIggo connection and took one with KPN because I was told that fiber was being placed in my street. The KPN agent suggested that it should be ready for use in late summer or early autumn - Spetember or October

In October I contacted the service desk to find out what was happening and I was told that I would receive a call from a monteur in the next couple of weeks to arrange getting the connection working.

In November, I contacted the service desk again because I had never had any contact to set up an appointment. I got a mumbled apology and was told I’d get a call to arrange things by mid-December.

In January, after almost 2 hours on the telephone with the service desk I was told that:

1. installations were with a separate company from KPN’s internet service and they could only flag my lack of service with whatever this excuse for a company is (I’ve been told KPN contracts with some outside supplier). I did not get an appointment for an installation but I was told that I should be contacted very soon to sort out my problem, During the course of my contact with the service desk I learned that KPN considered the fiber to be ready for connection around October 13, 2024. I was told my complaint would be escalated and I would be contacted soon to sort things out,

 As nothing whatsover happened, in mid February I starated in again. I was told that KPN had tried to contact me unsuccessfully, which is odd because I receive e-mail from KPN over their products, I was able to get a callback on my mobile from KPN when the call had been transferred to the provider service and never picked up, so KPN has a working telephone number for me. I check my telephone logs every two or three days, there has never been a call from KPN, the only unknown numbers are spammers trying to sell blockchain scams. There are no voicemails on my mobile or my home fixed telephone number from KPN.

Or, put simply I have been lied to by KPN for almost 6 months now and I’m no closer to getting a fibre connection.

At the end of my February session with KPN service I was promised that on or before 11 March I would be given a fixed appointment for installation,

Mar 11 has come and gone and  that has not happened. Another lie

I’m still on a 200Mb/s connection (I’d had 600Mb/s from Ziggo for more or less the same price). I have no prospect that the fiber pigtails by my front door (I know they are only to mark where the fiber is, they aren’t the actual connection itself)

And worst of all, I have been lied to. Repeatedly. By many different employees of KPN, They may not have known that they personally were lying, but that’s the result.

For a ocmplany whose business is communication, KPN has failed me utterly and shows no intention of doing anything

You’d think any complany offering a service would escalate failures like this and that I’d be contacted by a senior person to apologise and to ensure that the situation was being corrected. I’d even think there would be follow ups to check that the problem amd its solution were in progress or completed.

You might thing that if you thought KPN had any concept of customer service