Hi all!
I have placed an order with KPN for an internet package on 25/03 for a new home i was moving into starting 01/04, closer to the city centre. The only option was for fiber optic.
The email confirmation that came following the phone call said, I should have connection in my new home by 19/05 which was okay, even though that meant I would have to deal with using my phone as hot spot while still working from home. KPN gave me the earliest date available since, after checking with ZIGGO they confirmed 4 to 16 weeks. All other companies were using KPN infrastructure which meant, I would have to go back to KPN.
Since the “new” home had no previous internet connection, that meant I had to give approval for the fiber optics to be placed and approval was given the moment the letter from KPN Netwerk NL was received at my address.
As I was getting closer to the date listed above, I have contacted both KPN and KPN Netwerk for updates almost on a daily basis.
In the end, KPN Netwerk advised I should reach out to another party, a subcontrator that does the work.
The subcontractor however, could not help me and advised to reach out to another party involved, their subcontrator.
In the end, I found out this morning that this party never planned any works for my home, since they didn’t receive a request. After discussing the issue with them, they have confirmed (by phone) that they would make a visit end of May, to see if they could install the cables to my new home.
For almost 2 months now I’ve been using my phone as a hot spot, to be able to work from home and watch TV, and it’s not that easy even when you have an “unlimited data” subscription with KPN.
As the last conversation with the subcontractor of the subcontractor of KPN Netwerk didn’t inspire much confidence, I have reached out to KPN for alternative options.
One of the CSRs on the phone, informed me they would place an order for a noodpakket and it could take 1 to 2 days until I get it. However, another CSR informed me that cannot guarantee that I would get one, but would try to order one.
I haven’t received any confirmation of an order being placed, so I can check the order status later tomorrow or so on.
I still use my phone as a hot spot and there’s still no other provider that get the internet into my home.
I am a little bit dissapointed on how things work and the miscommunication between the parties involved. If I would have not gone the extra mile and gather 4 additional phone numbers, I would have not known what’s been happening. In my opinion, that extra mile should have been done by one of the parties involved and not by the customer.
My question (taking the above into consideration and the mixed information received from CSRs): am I eligible for a noodpakket?
Beste antwoord door Horia Onet
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