Hey all,

You might have seen me posting about a (very unstable) portable wifi internet router, but after today I’m seriously considering switching to a different provider.

My situation is the following: I’m moving into a different apartment, I warn KPN with more than a month of notice, everything seems well until I get a phone call about 10 days later telling me that there is no optical fiber in my flat (which is extremely weird since both my downstairs and upstairs neighbour have it). I was expecting some distress, so I don’t bother and I ask how long is going to take as both me and my partner work from home and we need a stable internet connection, to which they give a very generic answer.

Fast forward 3 months, 2 technician appointments, several phone calls (half of which of KPN asking me to call a different number - like?), countless visits at the KPN store asking for help, and a mobile router who needs to be reset every 3 to 6 hours, I’m still without fiber (despite paying the full price for it for those months as well). On top of that, last week I got another call from KPN telling me to call a number, just to call them and finding out that they are not supposed to schedule appointments nor they know when it will be possible to have an appointment. Finally, just a few minutes ago, another KPN email hit my inbox telling me that my monthly fee is going to increase.

How is it possible that the service is so bad and nobody from Customer Support is actually willing to support a loyal (2+ years) paying customer?