Mijn Klacht:
Summary
Two years ago, I entered into a service contract with Ziggo B.V., under the clear promise that I would receive a fiber optic (glasvezel) internet connection. The company’s representatives assured me this would be the type of infrastructure installed at my property.
Following that promise, I signed the contract and Ziggo performed the installation.
Discovery of the Issue
Recently, after ongoing service problems, a Ziggo technician visited to fix a damaged external cable.
During his inspection, he ed the following facts:
There was significant damage to the outside cable caused by poor installation.
The technician stated that the installation was done improperly.
He also ed that there is no fiber optic infrastructure in my neighborhood at all.
This means Ziggo could never have provided the fiber service that I was promised.
Ziggo’s Response
After I contacted Ziggo’s customer support to demand an explanation, I was told that:
According to their Terms and Conditions, Ziggo only commits to doing its “best effort” to provide the best service available.
They refused to take any corrective action, stating that “this is what’s available” and that nothing can be done.
I was further informed that I am locked into the current contract until May 2026 and cannot terminate it earlier.
Complaint Basis
Ziggo’s actions constitute misrepresentation and failure to deliver the contracted service.
I was sold a service under false pretenses — fiber optic internet — which was never technically possible in my area.
Their refusal to resolve the matter or release me from the contract leaves me paying for a service I never agreed to receive.
This situation violates basic principles of consumer rights, transparency, and fair commercial practice under Dutch and EU consumer law.
Requested Action
I am requesting that this complaint be formally reviewed and that Ziggo be held accountable for the following:
Misleading commercial conduct during the sales process.
Failure to deliver the promised service (fiber connection).
Unfair contractual restrictions, preventing me from terminating an invalid or misrepresented agreement.
I seek either:
Immediate termination of my contract without penalty and compensation and corrective service equal to what was originally promised.
Gewenste Oplossing:
Immediate termination of my contract without penalty, and compensation and corrective service equal to what was originally promised.
I prefer immediate termination of my contract without penalty
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