How @ZiggoCompany & @KPN completely fail and miss commitments a Twitter thread saga. #internet #fiber #glasvezel #frustrated 1/17
So when @KPN came to the door offering to install fiber I was initially intrigued. They offered 1000gb up and down. As a work from home Cyber/Infosec leader with teenagers who stream & game this was an attractive offer. I of course said yes but did not commit to changing 2/17
A few months go buy and the install date comes. I compare the offers & prices. As the fiber can be used by other providers and make the decision on 23/01 to switch. The physical install is on 17/02 and I setup to switch services on 22/02. 3/17
At this point things seem to be fine. @KPN informs @ZiggoCompany. I get the standard sorry to see you go mail. Am told by ziggo I’ll have to change my television package as it requires their internet. So I arrange to downgrade on the 22/02 along with the switch. 4/17
Everything appears normal. Boxes arrive of new equipment from both @ZiggoCompany and @KPN. As well as return boxes from ziggo for old equipment. And this was the last thing to go smoothly or correctly. 5/17
Things appear normal until 17/02 when @ZiggoCompany disables my internet. Repeated calls and chat support finally says that the issue is an administrative mistake. That my subscription was changed. It will take an hour to fix (lie #1). 6/17
After 2 hours again fighting service trees and poor customer support @ZiggoCompany says it will take 3 more hours (lie #2). 4 hours later still not working. More calls and chats and now im@told 24 to 48 hours, likely over the weekend till Monday. 7/17
At this point @ZiggoCompany agents suggest I call @KPN to straat my service early. Mind you the physical infrastructure isn’t even installed at this point. Taking my outrage to Twitter gets action and the internet is turned back on but TV is off. 8/17
I can live with this as work can get done as well as school work for my teens. I clam down as at this point I think it’s just a few days. My hope was wildly misplaced. 9/17
Same day 17/02 @KPN comes drills holes installs the base fiber box and departs. At this point I suspect something is amiss. As the modem needs an Ethernet connection. And all I have is fiber. A call to KPN reveals a TPU (fiber to Ethernet) is needed. It’s on the way 10/17
So 22/02 comes. At 10AM @ZiggoCompany again turns off the internet. Expecting new service inbox up their stuff and install the new @KPN router. @KPN techs show up on time and they install the TPU test it and the internet is on. 11/17
An hour later the internet is off. Call/chat with @KPN for several hours to be told, no service isn’t ready. “We sent you emails that we moved it to 25/02”(lie #3). Not only do such emails not exist, not in spam not anywhere. My KPN app still shows 22/02 until… 12/17
As soon as the agent tells me this I watch the app chnage before my eyes. The @KPN rep tells me that they have arranged this with @ZiggoCompany (lie #4). I’m told to call them and have them fix it. 13/17
Log into @ZiggoCompany to not@only find my services are not only changed. But now it listed at all, complete cancelation. So back to trying @KPN. More frustration and told to wait, no explanation of why it worked. 14/17
Strangely at this point in our story a @KPN tech shows up to our home to change the TPU box for some unknown reason. He says things should work in an hour (lie #5) as nothing changes. 15/17
I resign to wait. 25/02 comes. And blinking lights show things aren’t working. More calls and chats with @KPN and non assistance. Finally they agree to send a tech out. Today? No. No one can come till Monday! 16/17
So now it’s almost 2 weeks without reliable internet from either @ZiggoCompany or @KPN. Thanks @tmobileNL for being my only bright spot. /rant 17/17
Cc @KPNwebcare
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