Dubble internet + TV subscription and charging

Hi ​@Meyra999, let me check this for you ASAP! I understand that this needs to be sorted and you can close this chapter. I am here for you! That is why I just send you a private message to verify your account. Please provide all the information in our DM conversation and place a note in this topic once you have done so!

Hi I sent a reply to your DM!

To be honest, the entire process feels flawed and misleading. When fiber internet was installed in my street, I was offered an upgrade and assured that everything would work seamlessly. Based on that promise, I agreed to switch.

However, after the upgrade, my existing cable internet was canceled, and the fiber connection did not function properly as promised. I later discovered that I needed to purchase additional WiFi pods to make the connection usable, because the modem is installed outside the apartment (in the meter cabinet), making the signal insufficient indoors. This requirement was never clearly communicated beforehand.

When I raised this issue, I asked to revert to my previous cable internet, but I was told this was no longer possible because the service had already been canceled and the infrastructure could not be reinstated.

I spent over three hours on the phone trying to resolve these issues. In the end, I was left with a more expensive service that performs worse, experienced double charges that I had to identify myself, and lost a significant amount of time dealing with this situation. I’m extremely frustrated.

I am extremely dissatisfied and look forward to ending my subscription. I also expect reimbursement, including interest, for the incorrect double charges.

Hi ​@Meyra999, first of all I want to apologize for the way this has been communicated to you. It is true that once you make the switch to Fiber, you cannot go back. This is because the DSL connection belongs to KPN and they have decided to pull the plug on the DSL connection soon. This means that gradually it will disappear in the country and we are not able to reconnect you on DSL. My apologies on this. Does your connection work well now with the wifi extender? If the connection is still not stable, please let me know so that I can look into this for you. For the reimbursement, please do let me know when you have received the update from the technical department. I can then make sure to apply this for you. 

The wifi pods keep disconnecting from the main router (I have to connect them manually) and the most annoying part is I have to pay for it. Like I said, when you upgrade you expect better service, what I got worse signal and way more expensive. You treat your customers like a beta testing because I'm not the only one in the building having this issue.  On top of it, charging 80eur for a plug (10min task) is outrageous. I already lost my trust in you.

About cancellation, I've received an email about contract FSF55274 has been adjusted. But you said its already cancelled? Like I said at the main thread this is NOT the fiber subscription. Do technical department even read the issue?

Hi, I still haven’t received proper communication on this.  You asked me to send the devices back which I did, can you explain me WHY I still getting charged double? Why it takes so long for you to fix this? And why nobody is communicating what are you doing with my request and also the refund process? I’m so tired of all of these already!!!

Hi ​@Meyra999, my apologies for the late reaction, I have immediately looked into this for you and I do see that the contract with customer number FSF55274 has completely been cancelled now. You will also not receive any invoices for this anymore in the future. I have immediately made sure to refund you for the costs you made for this subscription from the period in which your new subscription started on 7 december 2025 till now. You will receive an email confirming the refund within 24-48 hours. After then, the refund will need to be processed and with the next bill cycle we can make sure that this will be refunded into your account!