How can I claim the costs of fiber optic defects from KPN?

Questioner

I have KPN fiber at home. This has not worked since last Friday, immediately called KPN, did what they asked and on Monday a technician came who could not solve it. Now it is again waiting for another technician/solution. In the meantime, I have activated multiple data packages via my mobile subscription to provide myself with internet (in connection with courses and TV for my son). Now I want to recover these costs from KPN, how should I do this? I have read that I only get a small portion of the expenses reimbursed: ''The compensation is linked to your monthly subscription costs. Does the outage last between 12 and 24 hours? Then you are entitled to one thirtieth of your monthly subscription costs with a minimum of € 1. For every 24 hours after that, one thirtieth is added.'' I am curious about what my rights are and whether I can do anything about this. I now had to buy 1 x 30 euros worth of data and 1 x 20 euros worth of data extra and the problem has not yet been resolved (so the costs will continue to increase). I hope you can give me some advice.

Lawyer

It sounds like a pretty frustrating situation you're in. Regarding your question about reclaiming the extra data costs you incurred, I would advise you to do the following orientation: 1) Consumer law: As a consumer, you enjoy good protection in the Netherlands. In this case, the agreement you have with KPN applies. This agreement may contain the terms and conditions of what happens in the event of disruptions. This should be your first point of reference. 2) Inform KPN: Make sure you report all inconveniences and extra costs to KPN immediately. Preferably do this in writing, so that you have proof of the communication. 3) Additional costs: If additional costs have been incurred due to the outage, various factors may play a role in terms of whether these can be recovered. KPN's terms and conditions do indeed state that you will receive compensation based on your monthly subscription costs. Whether the additional costs for extra data are also included in this may depend on the specific wording in the contract and the general terms and conditions. In order to gain insight into your specific situation and the applicable conditions, I advise you to consult a legal expert in addition to the orientation information I have provided you. A legal expert can provide you with specific and complete advice based on all relevant information and the application of Dutch law. ---------------- Stichting Rechtswinkel.nl is a national organization with students and volunteers. The above advice is based on limited information and may be incomplete or even incorrect for your situation. Always consult a lawyer or attorney for your further steps. Read disclaimer: https://rechtswinkel.nl/disclaimer