KPN Reviews 6,750

Hello,

I feel annoyed and scammed by the cancellation system.



I went on KPN website to cancel my subscription the 30th of September. I discovered that day that I couldn't cancel the contract on my own. Sounds fishy but why not, I filled up the cancellation submission and then received a mail confirming my cancellation submission and stating that I will be receiving a call to complete the cancellation.

A call came in at 12 the same day and refused to speak English then hung up. Weird. I tried to callback and ask for English, hang up again. I thought ok, I'll try next week.

Friday 10 of October, no news from KPN, I decide to call again. This time english is available. Although the person on the phone tells me that no, there isn't a cancellation process at my name ?? I tell the person that's not true, that I have the email in front of me stating the opposite. The person keeps telling me I have to pay 2 other months. (It's been 4 years I'm with KPN so I'm way out of the 2 years contract). No solution was found.

Cherry on the cake, the person on the phone told me to rate the call and its service, what a joke.



Highly disappointed, I was praising KPN to most of my friends here, I was so wrong.

often offline.
unreliable website.
bad customer service.
waste of time and money

This company is completely incompetent. While the fibre has been sticking out of the ground at my house, I have waited for 30 months to have it brought inside and connected, all the while suffering from poor connectivity over the antiquated copper. After hours on the phone over the intervening years, complaining to the company of the connectivity problems and lack of progress on connection of the fibre, they finally arrived and installed it on 11 Sep 2025. The personnel they sent were completely incompetent, and should never be employed by any company. They left to this day (9 Oct 20205) a 50 cm drill bit sticking out of my wall that they managed to get stuck while drilling an access hole. They drilled the hole so that it exists outside above ground, and used a flimsy plastic tube to protect it from the elements. To hide their screw up they dug soil from my flower bed and threw it at the fibre so that I might not see it. Clowns. They damaged paintwork in the house drilling the hole. I have complained to KPN regarding what was happened and to date nothing has been remedied. Whenever you call the company you get the run around, telling you tio call another number, often after speaking to 3 to 5 people you end up where you started with the problems still remaining unsolved. If I could move off their fibre I would, but they hold the monopoly in my area. I have paid for a service that was broken for 30 months and their compensation amoun ted to one month free internet! 30 months of suffering does not equate to one month of fees. Countless hours on the telephone does not equate to one month of fees. How they stay in business is beyond me - they are incompetent and should be blacklisted and banned from being able to do business in The Netherlands.

This is the least consumer friendly company I have dealt with in the Netherlands. They sent out an update for their router, totally bricking this and causing unstable internet for me. This happened in Mar 2025. I call them and they send me a new router, still the issue persists. Their engineers come 2 times to my house, each time saying this or that is causing the issue, we will set it differently, but it all works well. I had 2 range extenders in the house, and still an issue with them. At the end, their team advises me to send an email to opzeggen to cancel the contract, and they are now charging me 525 EUR for contract fee. The contract changed in Aug, so for more than 4 months, I struggle with their shitty internet and I pay them 525 EUR for that. The gall this shitty company has!

I would only wish their customer service on my enemies.
Slow and not helpful
It is mostly waste of time calling them

I want to publicly share my extremely negative experience with KPN.

I signed a KPN Internet 100 Mbit/s contract in March 2025. From the very first month the internet did not work properly. In May the service completely stopped working, and since then I have been paying every month for something that simply does not function. Despite numerous calls and emails, no technician was ever sent again and the so-called “solutions” provided by email never solved anything.

For more than five months, I have paid for a non-functioning service. Even worse than the technical failure is the customer service: operators are unhelpful, often rude, and every time I call I am told something different. One representative even refused to give me his name in English, saying “it is not my problem if you don’t speak Dutch.” This is discriminatory and unacceptable. In general, the assistance in Dutch seems much better than in English, which is very unfair to international customers.

At this point, I no longer want my WiFi to be “fixed.” I have wasted too much time already. My complaint is about both the service that never worked and the poor, discriminatory way I have been treated as a paying customer. I was even told by one employee that contract termination without penalty was possible, only for another to contradict it. This constant inconsistency and lack of respect is unacceptable.

I am therefore warning other customers: if you are an international student or do not speak Dutch, be very careful before choosing KPN. My experience shows not only that the service is unreliable, but also that customer service is discriminatory and does not treat all customers equally.

KPN has confirmed on multiple occasions that Fiber will be installed within the next few months, its been more than 2 years and Fiber is still not connected. Everytime I call, they never have an answer and blame me. When I ask for a confirmation date, KPN Support informs me that they "dont have to tell me" or that "its my own problem not their problem when it will be installed". They also blame the gemeentee for stopping them from doing the Fiber install. KPN clearly does not think its their problem. What kind company blames their own customers for services they can't deliver. What do they expect me to do about it. This has been going on for 2 years. No other ISP service in my area so I feel like I'm stuck in hell with KPN. I would recommend to stay very far away from KPN

I had a really disappointing experience with KPN.

I returned all equipment at the KPN store in The Hague on 20 July 2025 and received an official contract termination confirmation email on 22 July 2025. Despite this, I was later charged an extra €106,65 for an alleged outstanding balance.

This is purely an internal coordination and communication failure at KPN. As a customer, I had already done everything required — returned equipment, terminated the contract properly, and received confirmation. Yet, KPN’s systems still treated me as if I owed money.

I have since left the Netherlands permanently after losing my job due to a layoff, but this situation reflects how poorly KPN manages customer accounts. Being charged after termination shows a lack of synchronization between their departments and a disregard for the customer’s experience.

I cannot recommend KPN. If you are planning to cancel your contract, be extremely careful and double-check everything, otherwise you might also end up paying for KPN’s mistakes.

Ever heard of friendly fraud? let me tell you how the service in KPN will use this to get a few more payments from you.
Its rather simple – you request to stop the service through their website, and you receive a confirmation email of your request.
Then, you’re told to wait five days for them to send you a final confirmation that the contract has been terminated. So, you trust the company to do their job

And lo and behold 3 months later the request you are STILL paying for their service although you have not been using it!
When you call to ask why your request not fulfilled they will blame YOU for not making sure THEY DID THEIR JOB!
If you hate companies who count on you not noticing that you are paying monthly for a service you are not even getting avoid KPN!
The cherry on this has to go to their awful customer service that will shift the blame on you instead of solving the issue they caused and refunding you for their own mistakes at the least! But they’ll go even further and call you “Dramatic” for not trusting that when youcall they will actually cancel your subscription this time!

I submitted a repair request for my phone within the active insurance coverage period with KPN. However, KPN deliberately delayed their response until my contract expired, and only then denied my claim, stating there was no longer a valid warranty.
This feels like an unfair practice that left me without a fair chance to resolve the issue on time, even though I followed all required procedures.
Customers should be aware: responses are slow, and your valid claims may be ignored until it’s too late.
I do not recommend this service based on my experience.

It is really hard to reach the customer support... there is no clear information on how to call and not even a place to write an email or send messages.

I’ve been dealing with KPN for months and honestly, this company is a complete joke. My internet has been nothing but unstable: constant disconnections, random drops, and zero reliability. I called their customer service twice hoping for actual help, but instead of fixing the problem or at least explaining what the problem is and when it can be fixed, they basically told me: “If you don’t like it, switch to another provider.” That’s their attitude. Absolutely unbelievable. They can’t deliver the service they charge for, and when you ask for support, they just shrug it off like they don’t care. It’s not a small glitch, it’s been ongoing for MONTHS, and it’s entirely on their end. KPN clearly doesn’t give a damn about their customers or about solving issues. Their network is trash, their support is worse, and their whole business model seems to run on apathy. Save yourself the frustration and pick literally ANY other provider.

Very happy with the service provided. They are available 24/7 and pick up the phone rather fast. I work from home and all the sudden the internet went out. Troubleshooter it before calling them and they confirmed the error seemed to be theirs. They made a report and added urgency to it as Im working from home, received free internet so I could use Hotspot for now. Its was fixed within 1,5 day.

Fast and reliable service when shit hit the fan! Aside from that, their customer service employees have a very friendly tone of voice.

Thanks KPN.

Terrible Internet Reliability - Avoid for Work from Home

KPN fiber internet in Amsterdam is unreliable during business hours. I documented 368 disconnections in just 6 days - mostly between 12:00-16:00 when I need to work. I live in Amsterdam, close to the Zuid Station, so there is no excuse for having such a poor infrastructure.

The connection works fine at night (between midnight and 6am) but fails constantly during peak hours, forcing me to reconnect to my work VPN dozens of times daily. One outage lasted 32 minutes during a critical work call.

98.73% uptime is unacceptable for fiber internet in 2025.

If you work from home or run a business, look elsewhere. KPN clearly has network congestion issues they won't admit to or fix.

Update: Still waiting for real solutions after multiple complaints.

I moved house and was promised my internet would be active from 22 August. I immediately received confirmation emails and texts from KPN saying everything was “live.” Reality: my modem has been showing a red light for days.

I’ve called support multiple times and received conflicting explanations — from a “faulty plug” to “system errors” that even prevent them from booking a technician. Only after pushing did they finally schedule a visit… for a week later.

Meanwhile, KPN’s billing is of course already active. I pay for “service” but spend my days tethering to a weak mobile signal. The contrast is almost comic: KPN can switch on the invoices instantly, but not the internet connection itself.

If you want reliability when moving, be prepared to wait, chase, and get vague excuses. My recommendation: double-check every promise, and expect delays.

Emigrated out of Netherlands in April; in August I’m still trying to cancel the abonnement. They don’t appear to have a single email address that accepts replies. Worst customer service ever and no way would I use them again. And indeed the phone connection and internet connection is really poor and fails often.

AVOID AT ALL COSTS. KPN will take your money any time possible.
- Do u go abroad? 80EUR for 3Mb taken in a split second when I tried to go from airplane mode to turn the SIM card off.
- Do u want to upgrade/cancel your subscribtion? app is useless. go to the web version of the website, if you got lucky to login, then do your best to find where to make any changes. then wait one month for changes to be applied.
- Won't you use kpn at all? pay for that. nobody cares.
- do u need support? talk to useless ai chat bot which isn't really ai, more like a bunch of predefined trash answers.

Bad customer service
Too bad customer service
Not responsible

Again 2 hours calling, Lisa on the phone, she asked me if I have Ziggo, TV, I am calling to KPN.
Lisa said her colleauge will call me after 15 minutes. I told her please schedule me at 8.
She said No;
Have a nice day!
Bye bye
Please I want to contact a director from KPN.Help. trust Pilot. This is Bizzar.

Since April 2025, I have been trying to cancel my internet subscription with KPN, and my experience has been nothing short of exhausting, frustrating, and frankly unacceptable.

Despite calling in April to officially cancel my subscription—and receiving confirmation—the company continued to invoice me every month. Two months ago, I called again to ask why I was still being charged. KPN apologized, admitted it was their mistake, and issued a credit refund for the two months they wrongly billed me.

However, after this, my account was somehow reactivated without my consent, and I was invoiced again for another two months. I had to call yet again, and after another lengthy conversation, they told me everything was now corrected, I owed nothing, and the issue was resolved.

Today, I received yet another email from KPN saying I have an open bill for €22—which is entirely incorrect. This means I now have to waste my time for the sixth time trying to fix their mistake.

This ongoing situation feels scam-like. Even if these are so-called “system errors,” it is completely unacceptable for a company of this size to make the same mistake three times and expect the customer to do all the work to correct it.

I have proof of cancellation, proof of refunds, and zero service usage since April, yet I am still being pursued for payments I do not owe.

If you’re considering using KPN, I strongly advise against it. The customer service is ineffective, the system is clearly broken, and the lack of accountability is shocking. I will never use KPN again, and I would never recommend them to anyone.