No internet after moving

  • 10 June 2022
  • 7 reacties
  • 89 Bekeken

  • is een nieuwe Poster
  • 3 reacties


At the end of April I moved to a new apartments and wanted to move my t-mobile subscription with me. 

I checked if internet is available at my address and it was on the t-mobile webpage. However, your colleague in chat mentioned that currently fiber optic is getting connected there and until it’s done I won’t have internet connection but mentioned that it won’t take long.

I have waited for a month and in May I received a router. After chatting again with t-mobile I got an answer that everything is ready and Guidon should contact me to arrange an appointment. After a week or so I asked again and was given a number of KPN to call and make an appointment myself. KPN confirmed that everything is ready and transferred me several times before I finally reached Guidon who told me that the connection is not yet there and I should wait.

Now it’s June and there is still no internet although both t-mobile and KPN says it’s available at my address.

Moreover, I see that t-mobile currently offers 6 months discount instead of 4 when I applied for Internet.


I honestly do not understand why it’s taking so long and why there is such poor communication between the T-mobile, KPN and Guidon. I could wait more patiently if there was an alternative for a wired connection but there is not, I can’t use DSL because it’s being switched to fiber. This is extremely disappointing and I regret my decision to stick with T-mobile because of the customer benefit.

7 reacties

Reputatie 7
Badge +20

Hello @dmmakh 

Is the Fiber allready installed in your appartment so do you have a Fiber connection point which has been tested by KPN?

@Waqqas no I have not. 

Reputatie 7
Badge +20


That means that the connection is not there. KPN or their partner who applied the Fiber need to bring the Fiber cable into your appartment and install an FTU, Guidion can than install the mediaconverter and router.

A moderator could help you with this.

yes I do understand this. However both KPN and T-mobile was telling me that everything is ready and redirecting me to Guidon who obviously have nothing to do here for now.

Reputatie 6
Badge +6

@dmmakh I have checked this for you. It seems that KPN NewerkNL still needs to make an appointment with you. I only can’t see when they will reach out to you. What you also can do, is reach out to them by calling to 088 006 37 44 (option 2). You can call this number from Monday to Friday between 08:30 - 17:00.

@Demi  I’ve called them today and after literally 10 redirections between KPN, subcontractors and other third parties I’ve been told that the outside fiber boxes are not ready and they have no information how long will it take to finally install something.

Now imagine working from home for 3 months with no internet, no information and not a single person who can give you something more than “let me redirect you to my colleague”.

It is truly beyond my understanding, how the company can neglect customer’s interest, show such a lack of attention to that case. I am being bounced back all the time I try to reach out to any of companies involved. No one has information, deadline or a reason. Nobody cares to try and provide a sufficient information.

I’ve been with T Mobile subscriptions for a while now, but this situation makes me consider switching providers and simply never ever deal with such a service anymore.

@Demi could you please show a bit more involvement to my case than the others did, and check the situation from your side, escalate to managers, reach whoever needed and finally let me know why it’s already 3 months without any sign of Internet, why I can’t even use any other option like DSL in between and when it’ll be ready?

At this point, I am extremely frustrated and if this brings me no result after all these attempts, I’ll terminate the contract.

I truly hope karma gets whoever is responsible for this and they’ll live with no chance to get even EDGE at their location. 


Reputatie 5
Badge +2

Thank you for sharing the way you feel @dmmakh. I can image the frustration, I really do. I do find it a bit strange dat KPN NetwerkNL couldn't give you any information at all. At this point, we are standing on the side lines waiting until the connection is ready. What I did do to help you as good as I can, is asked around at the Fiber department. When I have any more information that is worth sharing, I will let you know in this topic!

Can I maybe offer Unlimited Data on your mobile phone? This way you don't have to worry about MB's and you can use this device as a hotspot for other devices. If this is something that you want, please send me private message!