Skip to main content
Antwoord

Subscription started without my knowledge

  • May 7, 2025
  • 1 reactie
  • 15 keer bekeken
A
Nieuwkomer

In Aril 2024, I had requested for an optic fibre connection which KPN said would be provided in August 2024 and once I have the connection available at my location, I would receive an SMS. However, this date was then moved all the way to February 2025 and from March 2025 onwards the connection was started without a confirmation from my end. While the previous mail clearly stated that I will receive an SMS on my registered phone number when the connection is available, I did not receive this. I also got a mail from KPN stating that they tried to contact me multiple times and were unable to reach. However, I am not away from my phone that much so they should have been able to contact me. Further, I did not receive any post regarding this either. Now since March, I’m stuck with a 1 year contract which I do not need at an address I don’t even reside at. Why must I pay for a subscription I wasn’t duly informed about ? How can I end this subscription as this makes zero sense to start a subscription out of the blue without confirming with me, when a year has passed.

Beste antwoord door Arjan van KPN

Hello ​@ANair333. Welcome to the KPN Community! 

I understand from your story that there are some issues with your contract and the start date of your subscription. Also, you no longer reside at the address where you originally applied for the contract. It's understandable that you're seeking advice on what to do next.

First of all, I want to mention that we send an SMS and an email on the day your signal is activated. So, you are informed through two channels about the start of your subscription. Before that, we also usually inform you via email about the progress of your order and the installation. Even if you no longer live at the address, this communication should have reached you.

We do not need your permission again for the start of the subscription, as you already provided it when you applied for the subscription. It would have been wise to cancel your order if you were leaving the address where your order is placed. It is the customer's responsibility to take this into account.

Having said all this, we are always open to a conversation to see what can be done. It is best to file a complaint using the complaint form, and we will call you within 3 working days. These colleagues have options to discuss this with you and assist you further.

Dit topic is gesloten. Staat je antwoord hier niet bij, gebruik dan de zoekfunctie van de Community of stel je vraag in een eigen topic.

1 reactie

Arjan van KPN
Moderator
Forum|alt.badge.img+13
  • Arjan van KPN
  • Moderator
  • Antwoord
  • May 9, 2025

Hello ​@ANair333. Welcome to the KPN Community! 

I understand from your story that there are some issues with your contract and the start date of your subscription. Also, you no longer reside at the address where you originally applied for the contract. It's understandable that you're seeking advice on what to do next.

First of all, I want to mention that we send an SMS and an email on the day your signal is activated. So, you are informed through two channels about the start of your subscription. Before that, we also usually inform you via email about the progress of your order and the installation. Even if you no longer live at the address, this communication should have reached you.

We do not need your permission again for the start of the subscription, as you already provided it when you applied for the subscription. It would have been wise to cancel your order if you were leaving the address where your order is placed. It is the customer's responsibility to take this into account.

Having said all this, we are always open to a conversation to see what can be done. It is best to file a complaint using the complaint form, and we will call you within 3 working days. These colleagues have options to discuss this with you and assist you further.

De Kennisbank

Heb je vragen over diensten, producten of wil je weten hoe je modeminstellingen verandert? Vind het antwoord op de meest gestelde vragen in onze Kennisbank

...

Community voorwaardenAccessibility statement