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Renewal is not processed yet and suddenly I don't have an internet connection

  • June 17, 2025
  • 3 reacties
  • 34 keer bekeken
C
Nieuwkomer

I recently renewed (i.e. extended) my contract. I didn’t make any actual change (such as internet speed etc.), but just renewed so that I get a better monthly price.

My new contract is supposed to go into effect as of today (17-06-2025). However, when I login to my account on KPN it displays the following error, which suggests that my order has not been processed yet:

Je hebt nog een lopende bestelling. Die moet eerst volledig actief zijn voordat je andere aanpassingen kunt doen.

In addition to that, my internet connection no longer works (internet led is red and service led is orange). I did call KPN service desk and they asked me to replace the modem, which I did. I’m now waiting on a technician to visit tomorrow.

I’m just wondering if this error is technical at my home or if it’s an issue at KPN that they need to fix on their side. More specifically, about processing my latest order related to renewal of my contract.

Beste antwoord door Alexandra van KPN

Hi and welcome to our community ​@christos_!

Usually, your signal shouldn't go down when you renew your contract. Did the technician visit you yesterday and was he (or she) able to fix your connection? 

The notification you see in MijnKPN ís usual and correct: it's an adjustment in your contract and needs to be processed. When your new modem is connected and working, and the date on which your new contract starts has passed, this will be processed and the notification will not show up anymore.

3 reacties

Alexandra van KPN
Moderator
Forum|alt.badge.img+21

Hi and welcome to our community ​@christos_!

Usually, your signal shouldn't go down when you renew your contract. Did the technician visit you yesterday and was he (or she) able to fix your connection? 

The notification you see in MijnKPN ís usual and correct: it's an adjustment in your contract and needs to be processed. When your new modem is connected and working, and the date on which your new contract starts has passed, this will be processed and the notification will not show up anymore.

Life begins after coffee ฅ^•ﻌ•^ฅ
C
Nieuwkomer
  • christos_
  • Auteur
  • Nieuwkomer
  • June 19, 2025

Hi ​@Alexandra van KPN ,

Thank you for your response. It now makes sense that the message is there given my internet connection is broken since the contract got renewed.

The technician visited yesterday but he was unable to fix it. He told me that KPN did a mistake and didn’t make the necessary changes on their end to reflect the changes in my internet connection (something related to changing the gateways). He told me that KPN will be coming to the building to make the necessary adjustments (not in my apartment specifically) until this Friday.

To be honest I find it very strange that just renewing the contract just broke my internet connection. I hope this gets fixed by tomorrow.

 

C
Nieuwkomer
  • christos_
  • Auteur
  • Nieuwkomer
  • June 20, 2025

Update: Issue is fixed and connection works fine now.

Alexandra van KPN
Moderator
Forum|alt.badge.img+21

Glad to hear that it was fixed the next day ​@christos_, thank you for the update!

Life begins after coffee ฅ^•ﻌ•^ฅ

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