@lozanomatheus Welcome on our Community! I immediately have checked for you what’s going on with your connection and the technician. I see that the ticket is still open. Due to the processing time by our back office you haven’t heard anything yet. But no worries! Since the ticket is made on Monday, your ticket should be processed today. I’m sure you will receive an update on this later today! Also do you have a mobile subscription with T-Mobile, Tele2 or Ben? Maybe I can help you out in the meantime with your internet data. Please let me know! 

Hi @Demi,

Thanks for checking it out, but I still didn’t get contacted or updates on this. Could you check it for me, please?

Thanks,

Hi @lozanomatheus, I immediately went to check for you and I see that KPN NetwerkNL cannot reach you? They have texted you several times to schedule an appointment. The last one was 01-09 at 10:40am. Can you check this? The mobile number ends in 073. 

Hi @Tommie van Odido that’s odd, I didn’t receive any message (SMS or email) neither phone call. The mobile number ends is correct. 

Hi @lozanomatheus, thanks for getting back to us! I will contact KPN and urge them to re-open the investigation and contact you on your 073 mobile number. With hard work and a bit of luck you will have a mechanic at your place before the end of the week. I will try my utmost best to get it arranged for you!

Hi,

Another guy came over today and the problem still persists. I really need to get this sorted out, it’s been a few weeks now.

Can you please do something about it?

Thanks

Hi @lozanomatheus, I immediately went to check for you and can see the feedback from the technician. He has forwarded this to KPN NetworkNL because you have been crossed on the network. They are going to fix this for you as soon as possible. You will be contacted as soon as it is resolved. 

Hi, do you know when they’ll make the contact? This is getting very unpleasant to me, especially in cases that I leave something running on my PC and want/need to leave, but I can’t because I need to route the internet from my phone.

Hi @lozanomatheus, we apply a standard processing time of 5 days. Within those 5 days, the ticket will be picked up and action will be taken. If more is known about it, you will be contacted! 

@Tommie van Odido I get that, but I’ve being hearing the “time of 5 days” (or sometimes 3 days) for almost a month now. I would be fine if it would be indeed solved in 5 days, but it’s just 5 days on top of another x days.

Hey @lozanomatheus, I fully understand that. The technician has correctly created a new ticket for you with all the necessary information for our techs. I am very hopeful that after this ticket you will finally be able to enjoy your internet. 

Hey, any update?

Hey @lozanomatheus, I went to check for you but there is no update in the ticket at the moment. To be continued. 

Hey, do you have any update? I got a call from tmobile/odido yesterday to confirm my phone number, but that was it.

@lozanomatheus there has been an update: Called KPN for an update. KPN says that the subcontractor cannot reach customer. We called the customer who answers immediately, so number is correct. Linked this back to KPN, who are going to ask to contact the customer again.

You should be contacted by the subcontracter very soon!

@Tommie van Odido Is it possible to ask them to contact me via email or SMS?

@lozanomatheus unfortunately, I cannot contact the subcontractor's engineers. They always call by default.

Hey @Tommie van Odido oh, got it! I still didn’t get any call.

Anyway, I also have another phone, I could share it as well, so they can call me on both of them. Is it possible?

Hey @lozanomatheus, I assume it will work out just fine! I don't see any feedback from KPN NetworkNL in my system just yet. I believe they are yet to call you for an appointment. 

Hey @Tommie van Odido, any update? I can’t just keep waiting and never getting updates. It’s been over a month and I still don’t know when I’ll have internet at my place. Can you escalate this?

Hey @lozanomatheus, we are currently waiting for the subcontractor to schedule an appointment. Haven't you heard anything from the subcontractor yet? 

@Tommie van Odido no, not yet.

Hi @lozanomatheus, right now, I have to wait for the ticket and wait for the subcontractor to contact me. We are not allowed to contact the subcontractor or KPN NetwerkNL in this case. I want to wait a few more days for a response. However, I did leave a note for KPN NetwerkNL to look into. Hopefully they will contact you soon! 

Hi @Tommie van Odido, do you have any update?

Hey @lozanomatheus, we are still waiting on the subcontractor to schedule an appointment with you. Hopefully this will happen soon!