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Technician was on our address at 18th of September, but he said that another technician needs to come because it was some problem there with the cable, the cable wasn’t in the box it’s supposed to be. He also sent the photos somewhere. He said, that it should take couple of days. It will be a month now.

We still didn’t receive any appointment or any information and of course we are without the internet which is a big problem for us. 

I contacted Customer service for few times and i’m still without the response. I want to know, when we’ll have the internet and do we have to do something to fix it? 

 

Hi @Nataly_B, thanks for reaching out, I would love to help you out! Sorry, it seems that the technician from Guidion did not properly forward your dossier. Therefore, I immediately got to work and informed the technical department of the missing fiber connect point and we will get back to you with the right solution within a couple of working days. I'll try my utmost best to speed it up for you as much as possible.

I noticed that we do not have a Dutch mobile phone number from you, which the network operator requires to make an appointment with you. Are you able to provide us with a Dutch phone number?

I'm on it, I hope to get you back online soon!

Hello,

thank you very much. It should be there now. I added my dutch phone number in the app. 

Hello,

the problem with the cable was finally solved, as the technician from kpn came, anyway, I immediately contacted guidion several times to make an appointment for connecting the internet, but still no response. I'm still waiting on the line for over an hour and nothing. I'm already desperate. Finally, we would like to have internet after a month. I don't know what to do anymore. can you help me somehow? 

Hey @Nataly_B, thanks for the update. I went straight into your ticket and it seems there is still no light on the fibre-optic line. It has been put out to KPN NetwerkNL once again. They will contact you soon to schedule an appointment! 

I don't understand what's going on right now. The technician came and repaired the cable. Today, someone called that he would come to repair the cable. Again? I said that the cable had already been repaired, so he said, okay, goodbye. So the technician previously fixed it badly and someone has to come again or what? We are a little confused what is actually happening.

 

Hey @Nataly_B, the FTU, the box where the fibre is brought in, has now been made. The technician has tested the line but no signal is coming through here. So there is no fibre connection coming in. KPN NetwerkNL has been re-directed for this. 

Hey @Tommie van Odido, Thank you for the explanation, I now understand what is happening and I apologize for canceling the technician who was supposed to come today because I did not understand what was happening. I will be happy if they contact me tomorrow as well.

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