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Hi everyone,

Last June I renewed my T-Mobile phone subscription. This was done in one of the Utrecht stores. Together with it, I also signed up for T-Mobile Thuis. I was told that T-Mobile would take care of canceling my current KPN subscription and automatically switch to T-Mobile Thuis on August 31st. On June 11, I got email confirmation from KPN that my subscription will be cancelled. Got my T-Mobile router during August. All good.

Around 6pm on August 31st, I got an SMS from T-Mobile saying that during that day I could install my new connection. But, in my client area, I still see that I need to wait until the service is activated:

 

 

A few days have passed and my T-Mobile Thuis service is still not active. My KPN service has not stopped either, and I already got an invoice for September, when my contract should have ended on August 31. What can I do about this? 

Thanks in advance! 

Hello @Karina Minich 

What the screenshot shows doesn't mean that T-Mobile still has to activate something, once the T-Mobile modem is installed and internet is working then the status will automatically update. It looks like something has gone wrong with the overstapservice.

Hi @Karina Minich, is your connection working and are you currently online? If so, we can presume it’s a bug in the My-account, nothing major to worry about, but pretty annoying nevertheless. I’ll have our specialists take a look. Please add your current customer number to your Community-profile; I can only find a past contract with a cancelled subscription. Thanks in advance! 

Hi @Karina Minich, is your connection working and are you currently online? If so, we can presume it’s a bug in the My-account, nothing major to worry about, but pretty annoying nevertheless. I’ll have our specialists take a look. Please add your current customer number to your Community-profile; I can only find a past contract with a cancelled subscription. Thanks in advance! 

Hi @Jason, thanks for the support! I’ve added the new Thuis customer number to my profile. My old KPN connection works (it should have been shut down on the 31st), and my new T-Mobile one doesn’t (red non-blinking light in the router).

Hi @Karina Minich, thanks for the information! In your situation we make use of the same connection point which you are also using for KPN. Could you try to connect our modem to the KPN connection point for at least 15 minutes? Within this timeframe you will definitively encounter a working Internet connection. 😃

If the modem still shows no form of life, could you please send me a private message containing the following details:

  • Zip code and house number.
  • Your date of birth.
  • The last four digits of your IBAN.

With these details I can certainly find a solution for you!

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