Mijn Klacht:

I am submitting a complaint about Ziggo and its contractor Ploeggo regarding serious electrical damage in my home and the way my complaint has been handled.

Recently a technician from Ploeggo came to my apartment to install a Ziggo internet cable. The technician fixed the cable on the wooden board where the main electrical panel (meterkast) is mounted. He was hammering nails very hard only a few centimetres away from the main electrical panel.

During the installation, with every strong hit of the hammer the lights in my apartment flickered off and on for a moment. This never happened before.

Since that visit, I have a serious electrical problem in my home: whenever I switch on a high-power appliance (for example an oven, washing machine or kettle), the power in the whole apartment suddenly switches off. The only way to restore electricity is to physically move or tap the main electrical panel. After that, the power comes back until the next time the problem occurs.

This clearly shows that something inside the main panel has been mechanically damaged or loosened during the cable installation. I am now living with a continuous risk of complete failure of the electrical system or even fire.

Today I spent the whole day trying to arrange help from Ziggo:
– On the first two calls, after I explained the situation in detail, the customer service agent simply disconnected the call in the middle of the conversation. I received no call back.
– On the third call, I finally managed to get some kind of “appointment request”, but they told me that only a regular cable installer would contact me in the coming days. There is no fixed date or time, and this person is not a certified electrician.
– Because the problem is urgent, I called Ziggo again and asked them to send a certified electrician as soon as possible. They refused and told me to call their contractor Ploeggo directly.
– When I called Ploeggo, they clearly told me that they do not repair main electrical panels and that they have no specialists for that. They only install cables.
– I then called Ziggo again, explained that Ploeggo cannot repair the panel, and insisted on an urgent visit from a certified electrician. Ziggo told me that they “cannot do anything”, that they can only send the same type of cable installer at an undefined time in the future, and that I simply have to wait for his phone call.

In other words:
– the electrical damage clearly started immediately after the Ziggo/Ploeggo installation;
– the situation is dangerous (power cuts and the need to physically hit the main panel to get electricity back);
– Ziggo refuses to arrange a certified electrician and refuses to treat this as an urgent safety issue;
– I am left without a realistic solution and with a constant risk of a serious electrical failure or fire.

I find this completely unacceptable for a large telecom provider. In my view, Ziggo and its contractor caused physical damage to the main electrical installation in my home and are now refusing to take appropriate responsibility and to arrange a proper, urgent repair by a qualified electrician.

I am asking for:
1. An urgent appointment with a certified electrician who is qualified to inspect and repair or replace the main electrical panel;
2. Confirmation that all costs for the inspection and repair will be covered by Ziggo and/or its contractor, and not charged to me;
3. A clear explanation why my earlier calls were disconnected and why Ziggo refused to arrange a proper urgent intervention despite the obvious safety risk.

Gewenste Oplossing:

Ziggo arranges an inspection and repair the electricity by a certified electrician, in the nearest 2-3 days.