Radar

Hello all,

I am new to Holland, and I speak very little dutch. So I am posting in English.

We have a KPN connection at home for internet.
On July 1st, we moved to new address.
On June 28th, we did verhuizen in KPN shop, and also updated our package to Internet + TV + phone.
Our internet connection started after a month.

We were told that, set-top box (or some similar box) will be arriving to our new address in 4 weeks.
Our waiting is still on for the box, even after 7 weeks.
We tried following up with the customer care, since last 3 weeks. They kept telling us to wait for 1 more week.
Now they are telling us that, "We have already sent the box at new address on 4th July. The postman kept coming for 2-3 consecutive days, he did not find us.
On 7th July, postman sent the box with remark - REJECTED BY CUSTOMER".
This story is surely not true! No postman came to us! I was always at home in that period.
Also, if the postman would come and not find us, he would drop a paper saying that we missed the parcel!

Also,I am being charged by KPN, for the services that I dont get!
Also the address on my bill, is still the old address!

How do I get my work done?

Is it normal to have such troubles while moving? Is it special for KPN? Or is it same with all other internet providers?
What are your experiences?
Can you suggest some other good provider?

Sadly but true this happens all the time. KPN is a money making machine and does not care about its customers. Also there are many problems with parcel delivery services like TNT Post. So you were duped twice.

You should not pay any bills for services that were not delivered to you, even if they are sending you reminders (they will!). Services that are not delivered within 30 days of signing the contract can be canceled.

You can only call KPN. So promises made are never in writing so you can not take legal action against them since you have no proof. You can not mail them either. Nice company isn't it?

I would send them a registered letter "AANGETEKEND" (normal letters will not be answered) in which you cancel all their services immediately "as of today" since they do not deliver. And demand that they will confirm this within 14 days. If they do not reply within two weeks you can go the independent consumers complaints board http://www.sgc.nl (explanation in English please click the Union Jack). You will never have to go to court for these matters since they can be handled by this organisation.

Unfortunately it is also difficult to give advice for another provider. If you are not into computers etc. I would stay away from triple play (one box for internet, television and telephony) since there can be so many technical problems with it.

You could give this site a try: http://www.internetten.nl/

Thats not a stable solution. Lots of ppl here on this forum only knows how to complain, give false sollutions and even tell lies.

The best solution is to call KPN, tell them you didn't receive the tv box and that TNT didn't sent the tv box to the local postoffice. They will sent you a new one to the right adress. Verify the adress that the tv box is being sended too to make sure this time the delivery goes well. If all goes well you should receive the tv box in a few days and you can install it and watch tv.