While searching for a provider two months ago, I saw in the website of T-mobile that a fiber connection was already available for my new house, so I subscribed in the first week of February changing also my mobile phone provider to T-mobile to take advantage of the discount. Since my application, and while I received the router in the next 15 days, my phone subscription took more than a month to be activated and my internet is still not connected.
The only updates I have is that, to my surprise, there was no connection available in my building after all and, according to an email from KPN who is the owner of the network in my area, it would take a month to be connected. Then another email notified me that there will be another delay postponing further the connection to the first week of April the earliest.
Claiming that there is a fiber connection available for an address when at least a month would be needed to establish one, without any notification, is not an honest approach towards your (potential) customers. And leaving a customer without internet for more than 2 months in 2021 and especially during a lockdown is even worse.
If had not already changed my mobile subscription and paid for the installation costs, I would seriously consider to cancel my purchase.
When this issue is going to finally resolved? What kind of compensation you are going to offer for all this trouble?
Beste antwoord door Cal
First of all I'm very sorry that it wasn't clear that it would take this long. We certainly want to connect you as soon as possible. All internet providers classify fiber as an orderable internet connection once the local infrastructure is in place. However, it can still take some time if your house is not yet connected to the local fiber infrastructure.
As I suspect that you live in a recently-build suburb, the information I receive from the network operator can be a bit off at times. Am I correct in stating that you have an appointment with KPN NetworkNL on Friday the second of April? If not, I would advise you to call them at 088-0063744. There're available on workdays from 8:30-18:00.
In this way, we can try to get you connected as soon as possible!