You’re not alone, unfortunately. Many others are also waiting for this special phone call and email that will allow them to swap their iPhone 11 with a iPhone 13.

My ticket dated back from mid June and I got my iPhone 13 early September. I’ve also been calling them almost every week, but got similar replies as yours. They finally have a solution now though (iPhone 13 swap), that wasn’t the case in June and July. We were kept in the dark hoping they could fix the network issue somehow. But with so many people (roughly 10.000, no idea how much they helped thus far...) , you never know when you will get a phone call and/or email. 

They are going through their list extremely slow. I have no clue why they are taking this long, even if there are truly 10k people waiting, you’d expect them to have called everyone by now. They started calling people early August. I think the first one who got a 13 was somewhere around the 7th or 10th. So that means they have been calling people for over 6 weeks now. Assuming there’s a team calling customers everyday, I’d expect to have them call at least 500-700 people a day. Meaning they could have this all sorted in about two weeks (?). Not too much to ask...

First congratulations for getting your solution!!! In these days of automation and finding solutions connecting with 10000 people with a simple boiler plate e-mail message will take maybe a day. 
If KPN really wants to sort this to a customers satisfaction they can do it End of the day it’s a clear case of not Caring about the customer , but it’s about scaring them with indifference! 
while we keep paying for an inefficient and disruptive service .

Yeah, agreed. No idea why they have to call people. Just send them the mail without a phone call. Especially when people cannot receive any calls, you’d expect them to just do a SMS or email. 

Hello @Misca R, if your complaint is registered the issue will be handled. I understand it is frustrating if you can't use your phone, but a solution will be offered. 

@Jeroen van KPN  thanks very much for the assurance that my issue (which has been registered since 25th July 2024) will be sorted and solution given. It’s not frustration, but a basic requirement and expectation- when and how? 
when the situation is clear, and the solution is a swap of phones why can’t it be addressed by KPN immediately? 
How will KPN explain and address hardships I am facing (professionally and personally) because of not having communication in this connected world? 

I wonder…

Updating again. The issue with the pike has been worsening. Internet connectivity very sporadic and calls drop and other Larry can’t hear. Still waiting for KPN to respond and send the swap information. 
whike I continue paying my bills as per contract. 

It’s sad to see that KPN doesn’t care. I’m afraid the mods here cannot help you either :(