Hello, I have a very similar problem as mentioned by
However, after a year of the original post, it’s sad to see that there is no streamlined approach to this afterall.
But, now it is nearly 2.5 months without internet and thoughts need to be voiced.
Jun 10, 2020: Request for moving placed:
Jul 11, 2020: FTU installed inside my house in the meterkast.
Jul 27, 2020: Monteur appointment (Guidion) cancelled because PoP connection could not be established. T-mobile tells me to call KPN again..
Sep 25, 2020: - - - more madness - - - T-mobile employee tells me that I need a new FTU (although I have a brand new, unused one that was installed < 3 months ago) NO internet yet..
When asked for an update T-mobile employee says: “It's not our problem”, and of course tells me to call KPN again.
The original reason from KPN : the PoP could not be established because the grey box/distribution point could not be accessed - stating that it was located in a private shared space. However, this was not true - confirmed by some neighbours & members of the VvE.
The distribution box is located on a pavement which is on the street around the corner.
However, instead of checking the layout of their own grid, a remote key to access our backyard was ordered. This is ridiculous and honestly a breach of security by several parties.
Instead of trying to ask the customer about accessing the backyard, this level of overkill was applied.
I contacted KPN and told them that I am the owner of the property and have all the access in the world to my own backyard/property they cancelled ordering the remote key.
All of this going on at the expense of around 15-45 minutes per call, at least thrice a week to customer service - from KPN or T-mobile! Do the math here..
What's worse, I receive a call from T-mobile saying that I'm a frequent caller and you would like to know what I think about the god damn service! Are you shitting me?! (no response required since you quite literally already are).
Now, several days later, I'm still calling T-mobile to ask about what can be done about my case. A young employee (whom I feel bad for) had to read the lengthy RUBBISH LOG (his words) that you sad employees write down in a hurry without accurately describing the situation. The T-mobile customer representative also told me that I should call KPN instead of T-mobile to fix the issue saying that the FTU needed to be replaced !!! Why would you go on to give out misinformation like this with so much confidence?!
You guys say that there is a problem with multiple parties. I completely disagree!
T-mobile has to track an issue of their customer. Otherwise, please go on and clarify on this community thread/ post or for that matter on your website’s terms and conditions that customers are responsible to contact KPN/Reggefiber/thirdParties directly in case of an issue and that T-mobile takes NO RESPONSIBILITY whatsoever.
I honestly do not know what to even expect here.
With almost no patience,
- your frustrated customer ( or am I? Food for thought..)