Dear All,The Internet subscription was supposed to start on December 19th, based on the automatic email I received, but I manually adjusted it to December 31st since I knew the technicians would only come on December 23rd, which they did and connected my apartment to the fiber network.So far so good.Yesterday December 27th I received an sms from Ziggo and they informed their subscription stopped since the KPN activation was completed (when I subscribed to KPN, I asked they would take care of the Ziggo cancellation via the overstappen service). The KPN modem started working properly but on the app Dicember 31st was still shown: once again I had to manually move the starting date of the subscription to December 27th to align the data and let them match with the current and actual start of the invoicing period.The paradox that I am experiencing now is the following:KPN Internet works just fine! On the app, I still have December 27th as starting date but I cannot start the connection/ get rid of this message cause the ‘’start the connection’’ button is greyed out: I cannot link the KPN subscription either and if I access my profile I see the house subscription listed but if I click on it no info are displayed: I was supposed to receive an sms from KPN also on December 27th informing me that the subscription had started: this never happened, the modem just started working by itself.I’d really like the current and actual starting date (December 27th, when Ziggo stopped the service and KPN started working) to be reflected on my profile.Again, KPN Internet is working just fine, only the data need to be aligned.Already called the Customer Service, I am not sure they clearly understood what the issue is and told me they raised an IT Ticket to fix the bug.Can you check if this is the case or support me?Any escalation from you guys on the forum would be highly appreciated, I fear this might take too long and I don’t really want any trouble with the upcoming payments and invoices.Kind Regards,Alessandro

Internet working but subscription cannot be added to the MijnKPN account

Dear All,

The Internet subscription was supposed to start on December 19th, based on the automatic email I received, but I manually adjusted it to December 31st since I knew the technicians would only come on December 23rd, which they did and connected my apartment to the fiber network.

So far so good.

Yesterday December 27th I received an sms from Ziggo and they informed their subscription stopped since the KPN activation was completed (when I subscribed to KPN, I asked they would take care of the Ziggo cancellation via the overstappen service). The KPN modem started working properly but on the app Dicember 31st was still shown: once again I had to manually move the starting date of the subscription to December 27th to align the data and let them match with the current and actual start of the invoicing period.

The paradox that I am experiencing now is the following:

KPN Internet works just fine!
On the app, I still have December 27th as starting date but I cannot start the connection/ get rid of this message cause the ‘’start the connection’’ button is greyed out:
I cannot link the KPN subscription either and if I access my profile I see the house subscription listed

but if I click on it no info are displayed:

I was supposed to receive an sms from KPN also on December 27th informing me that the subscription had started: this never happened, the modem just started working by itself.

I’d really like the current and actual starting date (December 27th, when Ziggo stopped the service and KPN started working) to be reflected on my profile.

Again, KPN Internet is working just fine, only the data need to be aligned.

Already called the Customer Service, I am not sure they clearly understood what the issue is and told me they raised an IT Ticket to fix the bug.

Can you check if this is the case or support me?

Any escalation from you guys on the forum would be highly appreciated, I fear this might take too long and I don’t really want any trouble with the upcoming payments and invoices.

Kind Regards,

Alessandro

Bladzijde 1 / 1

Hallo @Alessandro Autore ,

Ik begrijp uit jouw verhaal dat internet inmiddels goed werkt, maar dat je het abonnement nog niet kunt toevoegen op MijnKPN.

Geen paniek, dat is standaard. Het duurt gemiddeld twee werkdagen voordat je op MijnKPN jouw abonnementsgegevens kunt raadplegen en eventueel instellingen kunt aanpassen. Dus waarschijnlijk wordt het pas op 31 december 2024 mogelijk om gebruik te maken van MijnKPN.

Google translate :

I understand from your story that the internet is now working well, but that you cannot yet add the subscription to MyKPN. Don't panic, that's standard. It takes an average of two working days before you can consult your subscription details on MijnKPN and adjust settings if necessary. So it will probably only be possible to use MijnKPN on December 31, 2024.

@Noordzee Thanks for your reply.

I just checked again after 2 working days, as adviced, and I have the same exact issue with the status of the order still stuck, "start met aansluiten" greyed out and if I try to link my product it is still not allowing me to proceed.

Can I receive support from one of the KPN agents to check if the Back Desk is really investigating my problem?

Hi @Alessandro Autore

It seems like your activation isn’t processing correctly. What you can try is performing a hard reset on your modem: → https://www.kpn.com/service/internet/wifi-en-modems/herstart-reset-experia-box

If the issue persists after that, it’s a good idea to schedule a call-back appointment via: Contact en klantenservice | KPN (see the bottom of the page).

Looks like issue is solved, I finally received the email and the subscription was automatically linked to my account.

Happy new Year everyone!

That great news, @Alessandro Autore . Thank you for the update and a HAPPY new year! :-)

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