Slow service / No internet

Hi Hanna! Thanks for getting back to me. The KPN Netwerk website is not accurate which is why, KPN Netwerk asked me to call them instead. I have been waiting for 2 months to get internet through ANY cable possible. Not sure if you read the entire message, but I mentioned that I spoke with the subcontractor of KPN Netwerk - EH INFRA and Fiber Masters BV. Both of them are working as contractors for KPN Netwerk and until today, KPN Netwerk did not inform them of my request to have internet at my address. Which is why, my house is the only one that doesn’t have any connection anywhere in this building.

How much longer should I wait? How many months until I get internet?

Also using my phone as a hot spot for 3 other devices in the use drains the battery of the phone much faster. I have been using my phone for 2 months as a hot spot.

Is there any other alternative?

Hi Hanna!

I have contacted a lot of parties that KPN and KPN Netwerk should have. Even if I am the customer, it is not my responsability (maybe I am wrong) to get in touch with EH Infra BV and Fiber Masters BV to see why the customer - me -, to this date (May 21st) still doesn’t have glasvezel to the front door - even though throughout April and May I was told by KPN and KPN Netwerk, that I should have internet connection by May 19th.

But after several tries I managed to get in touch with Fiber Masters BV, who told me yesterday, on May 20th that they never knew they had to put cables to the front door of my house. KPN Netwerk never informed them. 

Although you would say “KPN Netwerk is not KPN” and so, it is not under your control what they do, KPN is the one selling this service after all and hence, is responsible.

I don’t see how the above issue is my fault and why should I be the one suffering the consequences, for something that should have been cleared several weeks ago.

All the above mentioned wouldn’t have such a weight, if I would have an internet connection with a different company at this house until your subcontractors are sorting out the glasvezel. But sadly it’s not the case. 

What I would like from KPN and KPN Netwerk after all the promises they made over the phone (that turned to be without a base “you should have interet by May 19th”, “cables will be laid down on May 14th”, “you will be called back in week 20”, etc.), to get in touch with the subcontractors to make it possible to get the cables to my house and installed before the end of May.

I don’t think I am asking the impossible, since the long wait was caused by KPN and KPN Netwerk not properly communicating with the parties involved (as in EH Infra BV and Fiber Masters BV).

Should you want me to, I can provide you the 4 phone numbers of these companies to get the issue resolved between yourselves.

Thank you in advance for your support!

Good morning Erik! Thank you for getting back to me. Besides the obstruction (whatever that is), the subcontractor (Fiber Masters B.V) told me over the phone that my house was not planned for a connection all this time (April - May). I asked KPN Netwerk why is that and they couldn’t tell me anything. The only thing I’ve heard so far from both KPN and KPN Netwerk is “we cannot help you. you need to wait”.

This is not an answer I was given on March 25th when I placed the order. Then I was informed by KPN that I should be connected to the internet by May 19th - I received an email and a text message confirming that. Why didn’t I get the information from the beginning that “we cannot offer you a date. there is a long waiting time. please contact a different supplier”.

This morning I was told by KPN that “usually we inform customers to contact different providers and get monthly cancelable internet with them until KPN establishes a connection to an address”. If i would have known this beginning of April, i would have done that by then. Instead I kept receiving confirmation that the connection with KPN will happen on May 19th.

Our system gives dates based on what it knows. And what it knew at the time of ordering, is that fiber is possible and that the whole thing should be ready bij the 19th. So that is what it then tells us and you, that is all we know.

After placing the order, KPN Netwerk NL (KNL) gets their orders to set the physical part of the construction/installation in motion. The time necessary to do that is taken into account by our system (hence why there was a May 19 date on a March 25 order instead of faster). Now, normally, they do their part, fiber goes into your home, and we get a message that KNL is done. At that point we finish our last bits and there's a signal at the date given.

But in this case, there is something happening at KNL obstructing them. There's a few different things that it could be. What we would expect is for KNL to either inform you directly if it is a problem solely on their side. Or inform us if it is something that requires us to work with them to resolve. As I said, I cannot see what it is, we need the back office to look into that. And that has been set in motion. Between them and KNL this will get sorted and you will be contacted. 

Also, be advised, if you call KNL, you are also speaking to a front office customer service person. And just like our front office customer service, they might not be able to see all the details. And as such may give an answer that is partially guessing as to what is going on. So, for now, I suggest waiting till our back office contacts you. They will have been in touch with KNL at that point and can give you a proper answer as to what is up and what the next steps will be.

The thing you were told this morning (a monthly cancellable elsewehere) is not something that I've ever heard us advice customers to do. I also think it would be tricky, as that would only be possible if there is another network available at that house (either general copper or copper coax). And even so, with most providers it takes 2-4 weeks to get internet ready.

Now, I understand you've been using a mobile hotspot in the mean time. That is the best solution for now. We have the option to supply a noodpakket if delivery is delayed. That noodpakket comes in two flavors. One is large databundles added to existing KPN mobile contracts. The other is a physical package with a separate mobile router (and Digitenne if you have ordered a package that includes tv).

Which of these options is available for you depends on if you have KPN mobile or not. As I understand from the note in our call system you do, and these have been given the Altijd Online bundle. This 100GB data, valid for a week. We can reapply this bundle if it takes longer than that. Because you have been given this, we cannot also send the physical noodpakket. 

I'm sorry but I can't send you a noodpakket. These are reserved for customers without a mobile subscription with KPN and there is a limited supply. 

Is it an option to hook up the phone to a permanent usb-cable/power outlet ? I know it's stressing your battery but sadly I don't have an alternative. 

I just realised that we do offer Data Only subscriptions that you can cancel after a month. We offer Data Only subscriptions of 1 GB for € 11,00 and 10 GB for € 26,00 a month. These you can use in a mifi router. Perhaps this could provide a temporary solution.

I've come to check up on you and your connection, @Horia Onet. Last I saw was a expectation that the network people would do their part late May, and that our technician would come yesterday. But now I see a note from my back office colleague that the network people still need to come? And that an appointment with our technician has been made for the 18th. Is this correct? 

Sorry to hear that it is still not going very smooth, Horia. I can't see in that much detail wat KPN Netwerk is doing and needs to do, so thank you for the additional details. I'm going to see if I can find out some more about this. So that we can be sure about the 18th. I'll get back to you as soon as I can. 

Hi Erik! Thanks for getting back to me. I appreciate your and your teams support. I was indeed called this morning by Back Office to check the status. I informed the lady on the phone that I have an appointment with KPN Netwerk/Fiber Masters BV (who works for EH Infra, who then works for Volkerwessels Telekom, who was hired by KPN Netwerk) for the 16/06. The appointment was confirmed by Fiber Masters BV.

Excellent, good to hear! This is a promising development :) I'm going to assume, then, that everything will work out as it should and that you have fully functioning services on the 18th.

Alright! My back office colleague has let me know she's been in contact with you and that everything is now working as it should. Is that correct, @Horia Onet?

If so, I can start sorting out the financials. Can you also add the customer number of the additional mobile subscription you got for the mobile router to your forum profile?

Excellent, good to hear! And also good that you have already taken the steps to cancel the mobile subscription, @Horia Onet. I've found the mobile subscription, so customer number is no longer necessary. The cancellation of that subscription has been done. And, as you said, I see the note from the colleague indicating he entered a credit for the cost. And, as far as I can see, that has been processed. Meaning you will receive an invoice in the next few days with both the cost for the first month as well as the credit for that.

And, finally, I've entered a credit for the invoice for the internet for the period May 18 - June 25. Normally that will be processed on your next invoice, which you will receive around the 25th. But because the 25th is so close, I can't fully guarantee it will be ready by then. So, if it is not on the June invoice, it will be on the July one.