Missing DSL socket/cable in meters room

@Rutger_ thanks for getting back to me.

The mechanic visited us on Friday, but he also wasn’t able to find any cables/boxes in the meters room, so he left after arranging another appointment for Wednesday morning (June 8) for digging the cable up. My only concern here is that unlike the first visit, I didn’t receive any email/sms with confirmation of date of the visit, so I’m not 100% sure if someone will come to us on Wednesday, or we will have another week without the Internet 😔 Is this something you can verify on your side?

P. S. Since digging would be required anyway, I suggested to go for fiber cable right away… 😅 In your postcode checker the whole street is connected to fiber except my apartment, which is listed as DSL only. While the apartment right above us has fiber, so the cable is most likely there, on the street. Fingers crossed.

@airatdev I am sorry to hear that the mechanic didn't ring your phone. 

I am afraid my colleague was right, the mechanic that needs to come is a 3rd party mechanic. So for us it is not possible to reschedule this mechanic. 

What I do see is that there is an procedure to check if Fiber is possible on the adress. This procedure can take some time (up to 10 more days) 

I checked some information and there should be an ISRA point in the garage. Is it possible for you to check if something like this is there? 

If so, and you can find something like that there, could you connect the modem to see if it works? 

A lengthy update: I just went to visit my upstairs neighbour (same zipcode, but the house number is mine plus two), the one who is having optic fiber with KPN according to postcode checker, and his meters room didn’t have anything for KPN as well. Neither DSL nor fiber boxes, only coax socket. He also just moved into this apartment one week ago, same as me, and is still waiting for KPN mechanic to come, but I feel like he is going to have a similar resolution (no plug/box found, another visit scheduled – let’s hope that at least he doesn’t miss the doorbell at 8am!).

Both our apartments have green cable which look like coax from another big provider (not mentioning the name so that this post doesn’t seem like a promotion for them) and an open coax plug. Could it be that postcode checker is wrong and only coax provider connection is available at our addresses? I’m trying to get in touch with the landlord, but I feel like during the renovation KPN cables were removed for whatever reason, and our best course of action would be to somehow reinstall them.

And this reinstallation thing leads me to realize that I still don’t understand the whole process, i.e. what would it take to make a connection possible in such way that the router stays at my apartment (not in the garage, not on the street, not in the air between the buildings, etc) and bringing back KPN cables in case they were lost during the renovation. I have meters room with plastic tubes for cables, so at least I assume it should be possible to bring the cable from the street. Now, does it require drilling, digging up the street? Is there any permanent damage to the apartment or nothing preventable by my rental contract? Is KPN doing that or do we need to coordinate with KPN Netwerk? I’m trying really hard to learn Dutch even though I’m only living here for 1 week, but for an English speaker it’s nearly impossible to reach anyone through the phone bots, so the more parties are involved, the less chances I feel I have. Or, do I need to go back and forth with the landlord to allow that, or can I issue the permission myself? Do I get fiber from the start or DSL first and fiber few weeks later? Is my case a common situation at all for KPN (since the first mechanic couldn’t address that I assume that it’s something not very normal, since it had to be escalated to other mechanic instead of fixing on the spot) or completely out of ordinary and would require multiple weeks of iterations and reassigning on different parties?

As you can see there are many questions, but if sum them up using some common sense, my current options look like this:

1. Wait few days/weeks for KPN to arrange a 100/10 connection, then few more weeks/months and spend few hundreds/thousands euros on paid fiber installation to convert it to 1000/1000 (once/if fiber is installed). Don’t really mind the price, but the timing is not very good, as my and my wife’s work and life are super dependent on a solid internet connection, not a mobile one, not even a 100mbit one. We, a couple of a helpless millennials are truly suffering right now in a house without a non-mobile Internet. No smart home capabilities, no IP cam for monitoring our dog when we’re away, no heavy Call of Duty updates, no Netflix — could you imagine living like that? We have to actually talk to each other now instead of watching Youtube in a separate rooms.
2. Wait few days for coax only provider to arrange a 1000/50 connection and live with that. I know that KPN unlike them does 1000/1000 because they lay fiber to the apartment, without using coax at the last step, but I don’t care much about the upload, to me the priority #1 right now is to have some connection at home which is not mobile.

So logically it seems that I should go with option #2, but from my short experience I liked KPN more than the other provider, I liked my interactions with support more, me and my wife use KPN for our mobile numbers and we’d like to stay with KPN as long as the realistic expectations on the installation are set and met.

Also, I went to oozo.nl to see the updates for my address, and if you enter the zipcode from my profile there, you’ll see that this apartment was changed from “non-residential” to “residential” at some point few years ago. Could that be related to the fact that all postcode checkers list that apartment as “not connected”? Even the other provider (which cable I have in the meters room) lists this apartment as “not connected”, combining this with renovation and repurposing I feel like it’s just an administrative error, as the whole street has fiber except this apartment, which is super weird. But again, right now I don’t care if it’s fiber or not, as I stated above I need anything.

Another frustrating news…

We’re still trying to arrange a mechanic. I’m waiting for a call back after a first missed call, but nothing happens for almost a week already. I’ve been calling KPN almost every day. Every time customer support agent is telling me that “they have updated the ticket and indicated that customer is still waiting for a call back”, one particularly helpful one even added an note that “customer is ready to schedule a mechanic for any date without a confirmation”, but today’s agent told me that there are no notes in my ticket at all and he is the first to update it.

It’s been two weeks without the Internet already, and no attempts to contact me since the last Friday. What’s going on? Is there anything anyone can do, or am I stuck in this nightmare forever?

Tomorrow is going to be one month since we have no fiber connection with KPN.

KPN Netwerk never visited us, instead VolkerVessels mechanic came and said that they’re not authorized to perform fiber installations, so they installed DSL instead. Which is technically better than nothing, especially after 20 days without the Internet, but still kind of ridiculous considering the fact that I have a fiber cable in my meters room (they dug it up, but told that they can’t install a termination box).

I don’t know what was the resolution of “we need to communicate with KPN Netwerk”, but they never reached me, so I called them myself, and they told me to request a feasibility study. The thing is I requested it one June 2nd, and never heard back from them after that.

I don’t know what I should do now. I just don’t understand it, why do you have to perform a full-blown feasibility study when the cable is literally there? Ok, I understand that laying cable from the street to the apartment is KPN Netwerk responsibility, but since the cable is already there, isn’t there anything KPN can do to expedite this and save a client from further suffering?

@airatdev Good to hear you have a DSL connection now, I see the speed you have is up to 108 Mbit/s download and up to 30 Mbit/s upload. 

I am afraid that for the fiber connection we have to wait on KPN Netwerk to make an appointment to install the FTU. There is nothing I can do to speed up that process. 

So the only thing I can ask from you is patience. :(

Almost 3 months have passed since my original request and by pure luck I was able to approach a KPN Netwerk mechanic working in the house nearby and arrange a visit, they came the same day and I have an FTU in my apartment now. NT is still missing and I seem to need KPN for that, but I’m not able to get a help over the phone anymore, since the support agent didn’t speak English, and my Dutch isn’t good enough for phone conversations yet. I’m not able to reach the support after the first attempt.

Can someone please contact me and arrange the final upgrade?

Postcode checker is not updated yet but they told me it takes some time.