KPN made Extra Safe Mobile mandatory from June 2026 for many existing mobile subscriptions. Customers therefore automatically paid €1 per month extra, even if they did not want to use the security function. The Consumers Association questioned this working method and discussed this with KPN.
That conversation had results. KPN offers customers with fundamental objections the opportunity to object. Anyone who does not want to use the filter can have Extra Safe Mobile turned off and will receive a refund of the monthly price increase of €1.
What is Extra Safe Mobile?
Extra Safe Mobile is a security layer on KPN’s mobile network. The service checks websites you visit via mobile internet and can block suspicious or unsafe pages. KPN focuses the function on protection against malware, phishing and other forms of cybercrime.
The security only works via the mobile network. When your smartphone is connected to WiFi, internet traffic is not monitored by Extra Veilig Mobiel. Features such as iCloud Private Transfer can also cause the service to not work or to work less well, because your internet traffic is encrypted and your IP address is protected.
It is striking that customers use the function have to activate it yourself via text message, the KPN app or the website. Nevertheless, the surcharge of €1 per month was charged even when Extra Secure Mobile was not activated. This led to anger and disappointment among many KPN customers, causing many to switch en masse to other providers. The Consumers’ Association also took action, which ultimately yielded results!
Why did the service become mandatory?
KPN connected Extra Safe Mobile from June 1, 2026 to many existing mobile subscriptions. As a result, the monthly amount for these customers increased by €1. New customers received the security feature included in their subscription, while existing customers faced a separate price increase.
Initially, existing customers couldn’t simply turn off the service to save the extra bucks. The options were therefore limited to accepting the change or terminating the subscription free of charge and switching to another provider, as long as this happened before June 1, 2026.
The Consumers’ Association believes it is positive that companies are making their services more secure, but objected to the fact that all customers had to pay for the extra security, even if you as a customer already use alternatives such as private transmission and VPN. According to the organization, this gave the measure the appearance of a disguised price increase.
Object to KPN
In response to the conversation with the Consumers’ Association decided to accommodate customers with fundamental objections. You can object to Extra Safe Mobile and indicate that you do not want to use the safety function.
KPN must then disable the service and reverse the price increase. You will then no longer pay the extra €1 per month. The option is intended for customers who object to the safety function in principle, not for customers who only experience problems with its operation.
This is how you file a complaint
The objection form is at the bottom of KPN’s information page. Enter your details there and clearly indicate that you object to the mandatory Extra Safe Mobile function and the associated surcharge of €1 per month.
- Go to Super safe information page on the KPN website
- Scroll down to ‘Objection to this security?’
- Click on the link to open the online complaint form
- Complete the complaints form; choose product ‘Mobile’ and subject ‘Other’
- Enter your customer number (can be found on the invoice)
- Use the text below for the complaint
- Enter your personal details and click ‘Send’
‘Safety objection’. I do not agree with the addition of Extra Safe Mobile and the associated costs of €1 per month. I have not consciously chosen this and therefore do not wish to use this service. Therefore, I request to remove this option and not charge the extra costs.
Be careful with the refund
After submitting your objection, check your next invoices. Check whether Extra Safe Mobile has actually been disabled and whether the monthly amount has been reduced by €1. Also keep a copy of your objection and the confirmation from KPN.
If KPN has not yet reversed the surcharge, please contact customer service again. Refer to the objection you previously submitted and ask for a written explanation of the status of your request.
This solution is not ideal, but it is the only option for the time being to reverse the option. KPN has indicated that it will start an information campaign in the near future.
Switch to a new provider
Unfortunately, the period for canceling free of charge after the introduction of Extra Safe Mobile has expired. When your contract has expired, you have the option to switch to another provider. Almost all other providers currently offer attractive discounts and welcome gifts, so that you can take full advantage and save immediately on your monthly costs. Below you will find an overview of all providers and their best offers.
- Simyo: Competitive offers including 40 GB and 400 min for €6.5 per month, after 12 months €15 per month (with 24 months contract)
- Hollandsnieuwe Mobiel: all mobile subscriptions temporarily €1 per month (first 6 months with 24 month contract)
- Hollandsnieuwe internet + TV: all internet packages temporarily for less than €1 per day + free TV (first year with 24 month contract)
- Youfone Mobile: Almost all mobile subscriptions temporarily offer a 50% discount per month (first year with 24 month contract)
- Youfone internet + TV: 50% discount for at least 8 months with a 2-year contract
- Odido mobile: Extra discount on SIM only or in combination with a smartphone
- Odido at home: all internet packages temporarily €25 per month + free TV (first year with 24 month contract)
- Vodafone: the best deals on unlimited mobile subscriptions
- Ziggo: Free Nintendo Switch 2 worth €489 or Bol gift card worth €400 or 50% discount for up to 12 months (first year with 24 month contract)
- Simple: Temporary 12 months € 3.50 per month for all packages (first year with 24 month contract)
- Ben: Now 30 GB for €5.00 per month + 200 minutes of calling with a 2-year contract
- Lebara: up to 70% discount on all packages, for example €7 for 5 GB + 250 min + 250 SMS with a 2-year contract
- Delta Fibre (internet, TV and landline telephone): €30 per month (first year with 24 month contract)
- Online (internet, TV and landline telephone): €38.5 per month (first 9 months with 24 month contract)