Waiting for T-Mobile Home fiberoptic since August 2022

Hi @ZlatanM, I’m terribly, terribly sorry that you have been caught up in this confusion and that there is no internet yet, this is definitely not what I like to see. I immediately wanted to jump to your aid and I have read through your entire dossier hoping that I could provide you with the solution. The network operator KPN NetwerkNL send us the following message a few weeks ago:

“Onderhandeling loopt. Onbekend wanneer de orders opgepakt gaan worden.”

Roughly, this translates to: “The negotiations are ongoing. It is unknown when the orders will be processed.”

Throughout your dossier I see that we send them message after message trying to pressure them to continue with the construction of your fiber line. Unfortunately, we are not the owners of the network and we can’t simply get a shovel and construction tools and finish it ourselves. 

I’d love to help you by making sure that they will connect you, but aside from sending a pressuring and urging reminder, which I will definitely do, I cannot physically force them to finish their job.

I feel like you already have their contact details, but if you wish to see all the possibilities they are available on this page: KPN NetwerkNL contact. Like I said, I can assure that we connect them about this on a weekly basis and are trying our utmost best to get them to move.

I dearly hope that KPN NetwerkNL will continue their construction efforts soon, we and I will try our utmost best to apply as much pressure as possible on them!

Hi Cal,
thank you for your reply.

I’m not sure that I understand what's going on here:
Your own Portal claims that FiberOptic is available (it did so in August 2022 and it says the same thing now:)
 

After months and months of me talking to KPN and their subcontractors they finally installed the fiberoptic cable in my apartment a month ago:
 

They (KPN) told me that it is now up to T-Mobile installers to ‘finish up’ and that I should call you…

What kind of negotiations are ongoing, with whom, why am I affected by them?

My neighbours in the building have fiberoptic for the part year or so…

I guess I need to understand, who is lying to me and why?



 

Hi @ZlatanM,

I would love to give you more clarity on this situation. At the moment we are waiting on KPN NetwerkNL to confirm that you are completely connected to the network and there's no more construction that they need to do. I'm glad to see that the fiber optic connection point is installed in your home. However, this does not mean that all the work KPN NetwerkNL needs to do is completed, it could be that they still need to do some work in the local exchange. If you have the feeling that they did finish everything they needed to do, and wrongfully didn't give us the right feedback, I would advice you to contact them about this. Once the let us know all the construction is completed, we can take matters into our own hands again and make sure you will be online as soon as possible! 

Hi Nora,
Iappreciate your feedback as a moderator, but I feel compelled to highlight that T-Mobile's false advertising and inability to fulfill its obligations cannot be excused.

It is disheartening that T-Mobile's portal indicates that fiber channel is already available in my apartment, yet I have been waiting for service delivery for over six months. When I contracted with T-Mobile, your company was quick to offer a service to cancel my contract with my previous ISP, which I accepted. However, when T-Mobile failed to deliver the service, your support team had no method of revoking the cancellation with the other company, forcing me to do it myself.

I opted for changing my phone provider to T-Mobile based on the information provided on your portal at the time of signing up for the internet via fiber optic service, which included the promise of available bonuses. However, in reality, I still have not received the T-Mobile internet service, and I am forced to maintain an alternative ISP contract. Furthermore, I lost the bonuses with my previous provider because I switched to T-Mobile's mobile service.

Since last year, I have contacted your support service almost on a weekly basis and followed all the instructions given. I have become the switchboard connecting T-Mobile, KPN, subcontractors, and all the actors in between your companies. Despite countless assurances such as "We are shocked," "We are confused," and "We will fix this immediately," I have received no actual feedback or sense of when this issue will be resolved.

At no point in time has T-Mobile been proactive or transparent about its inability to deliver the service. I have always been asked for patience and promised a "swift" resolution of the issue. Even claims that the support person will "personally" address the problem and contact me as they find the situation "ridiculous" have proven to be empty promises.

As a customer, I expected and am still waiting for the contracted service to be delivered. T-Mobile has failed to deliver what it promised when it promised, and based on the information presented here, still doesn't know when this will happen. I urge T-Mobile to take immediate action to resolve this issue, and I look forward to your prompt response.

...still no Internet or any kind of communication from T-Mobile…
Incredible!!!

I have no choice but report this to the ACM.

Once again: SHAME ON YOU!

Hi @ZlatanM, we are still waiting for KPNNetwerkNL. I have just sent an email requesting information about the situation. They are going to contact you with, hopefully, a concrete update on the situation. Apologies for the long wait. 

Considering T-Mobile has not yet delivered on any of the promises made to me as a customer, I am expecting you to contact me ASAP about termination of the contract for both Internet and mobile subscription.

I have collected all of the communications and will be filing an official complaint to the ACM.