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Received two modems after cancelling one of the two orders

  • September 16, 2025
  • 1 reactie
  • 29 keer bekeken
M
Nieuwkomer

hi,

I switched to KPN just one day ago and ordered a subscription online. However, I noticed right after placing the order that I had chosen the 100 Mbit option instead of 200 Mbit. I called your customer service, and they told me that the first order would be cancelled and a new one would be created with 200 Mbit.

I received an email confirming the 200 Mbit subscription, but today I also received two modems at home. Do I need to return one of them, which one ? 

Additionally, in the KPN app I only see the cancelled subscription and not the new 200 Mbit one. Should I already install and start using one of the modems, or do I need to wait until the new subscription appears correctly in the app?

I would appreciate your advice, as I am a bit confused about the situation.

 

Beste antwoord door Sanne van KPN

Hi ​@Maycicek and welcome to our KPN Community. Welcome to KPN as well! Thank you for choosing us. I understand that you’re confused as the information all seems to blend together a bit at this point. I'll try to clarify a few things for you: 

I received an email confirming the 200 Mbit subscription, but today I also received two modems at home. Do I need to return one of them, which one ? 

Yes please! You can pick whichever one. Just pick your favourite. 🙂 Do make sure to follow the instructions on our returns page. That way we can correctly connect the returned router to your subscription and you won't receive any reminders. 

Additionally, in the KPN app I only see the cancelled subscription and not the new 200 Mbit one. Should I already install and start using one of the modems, or do I need to wait until the new subscription appears correctly in the app?

Firstly, make sure that you got a confirmation e-mail about your cancellation. If you’ve received that e-mail then connect that subscription to your MijnKPN like you did the previous one. If a new order was placed then you'll have received a new customer number. That one still needs to be connected to your MijnKPN it sounds like. 

You can install one of the modems! That’s not a problem at all. The most important bit is double checking that the previous order has indeed been cancelled. 

Hopefully I've been able to provide some clarity. If you have any other questions, do let me know! And don't hesitate to make a new topic in the future if you have any other questions later. 🙂 We’re happy to have you here!

1 reactie

Sanne van KPN
Moderator
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  • Sanne van KPN
  • Moderator
  • Antwoord
  • September 18, 2025

Hi ​@Maycicek and welcome to our KPN Community. Welcome to KPN as well! Thank you for choosing us. I understand that you’re confused as the information all seems to blend together a bit at this point. I'll try to clarify a few things for you: 

I received an email confirming the 200 Mbit subscription, but today I also received two modems at home. Do I need to return one of them, which one ? 

Yes please! You can pick whichever one. Just pick your favourite. 🙂 Do make sure to follow the instructions on our returns page. That way we can correctly connect the returned router to your subscription and you won't receive any reminders. 

Additionally, in the KPN app I only see the cancelled subscription and not the new 200 Mbit one. Should I already install and start using one of the modems, or do I need to wait until the new subscription appears correctly in the app?

Firstly, make sure that you got a confirmation e-mail about your cancellation. If you’ve received that e-mail then connect that subscription to your MijnKPN like you did the previous one. If a new order was placed then you'll have received a new customer number. That one still needs to be connected to your MijnKPN it sounds like. 

You can install one of the modems! That’s not a problem at all. The most important bit is double checking that the previous order has indeed been cancelled. 

Hopefully I've been able to provide some clarity. If you have any other questions, do let me know! And don't hesitate to make a new topic in the future if you have any other questions later. 🙂 We’re happy to have you here!

~(˘▾˘~) (~˘▾˘)~

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