Hantrio op 03 oktober 2024 over KPN NetwerkNL in de categorie Internetbedrijven
Een klant van KPN NetwerkNL heeft een slechte ervaring gehad tijdens de installatie van glasvezel. Tijdens het bezoek ontstonden technische problemen en werd de bestaande koperen draad beschadigd, waardoor de klant geen internet of televisie meer heeft. Na een week en tien telefoontjes is er nog steeds geen oplossing geboden.
KPN Netwerk visited a week ago to connect me to fiber optic. They had a technical problem in the process (read no suitable tools), but they also broke my existing copper wire so that I don’t have internet or TV anymore. After a week and 10 calls no change
Just come and reconnect my services. Fiber or coppet
Bericht van Robin van Klacht.nl
1 jaar geleden - Ik heb een email gestuurd naar KPN NetwerkNL over deze klacht.
Bericht van KPN NetwerkNL
1 jaar geleden - Dear Mr Hantrio, Thank you for your message. I see that you have already contacted our customer service department in the meantime. As my colleague has indicated, the fault should be reported to the provider as you are not using our fiber network. They will solve the fault for you. Kind regards, Joël
Reactie van de melder van de klacht Hantrio
1 jaar geleden - The damage was produced by your team. I have reported it, but don’t you think it is you who should fix it? The problem is that you cannot, because you don’t have what you need.
Bericht van KPN NetwerkNL
1 jaar geleden - Dear Mr. Hantrio, Thank you for your message. I've contacted the contractor after reading your message and they were very sorry to hear that they also damaged the copperwire. They're going to approach to make a new appointment for the installation of glass fiber, hopefully soon. We, from the department Network, can only help you with glassfiber-related issues, so unfortunately we can't help you with the malfunction of your copper wire, this is something the provider of KPN (reachable on 0800 0402) has to solve. Since you already reported this to them, I assume they will also approach you soon to make an appointment to repair this. Hopefull to have informed you well. Kind regards, Maarten
Reactie van de melder van de klacht Hantrio
1 jaar geleden - Thanks for your reply, but this shows the utter chaos at KPN Netwerk. So you come to install fiber, you cannot, in the procezz you damage the existing connection and then the customer needs to spend time organising the repair and others need to take care and fix this. Where is your liability? Nowhere!
Bericht van KPN NetwerkNL
1 jaar geleden - Dear Mr. Hantrio, We, from the department Network, can only help you with glassfiber-related issues, so unfortunately we can't help you with the malfunction of your copper wire, this is something the provider of KPN (reachable on 0800 0402) has to solve. Since you already reported this to them, I assume they will also approach you soon to make an appointment to repair this. Kind regards, Maarten
Reactie van de melder van de klacht Hantrio
1 jaar geleden - This is not a malfunction, it is damage produced by your workers. KPN has already sent engineers twice and they could not fix it. Who bears responsibility here?
Bericht van KPN NetwerkNL
1 jaar geleden - Dear Sir, We will contact you via email regarding this complaint. Further communication will be conducted via this channel from now on. Kind regards, The KPN complaints team
Reactie van de melder van de klacht Hantrio
1 jaar geleden - As you prefer. No problem for me in principle, unless this is being done for the purpose of minimising any liability you should normally have. Should this be the case I will need to consider all means available, including legal advice. Thanks
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