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Connection issues with SuperWifi punt and Box12

  • September 28, 2026
  • 3 reacties
  • 68 keer bekeken
Nieuwkomer

I had internet speed issue even though I have fibre connection. Last 6 months back, I reported it and they changed by modem. Again the past week I reported the same and then they asked to change to box 12. 

My issues:

  1. I didnt even receive wirelessley 70% of my 1gb plan where i pay around 56euros a month. Customer support everytime asks to change the modem. Am I getting cheated? why should i pay for something which was promised to deliver?
  2. I got a superwifi white colour extender and it doesnt connect to my box 12. I connect it the LAN and wait for 3 hrs to see if it captures all the updates, reset it, you can think of all the possibilities and i already did it and it changed to purple the moment i remove from my cable from modem to extender. I checked the forms and many users reported it and see that there is a fix which can be applied by customer support. I called today around 11am the customer support listerns and confirms that i need to wait for next update and she cant do anything.

KPN - Congrats on your speed and customer support. Keep it up!

Beste antwoord door Erwin van KPN

Hi ​@Purplelight . Welcome.

I can understand your frustration, especially after having to go through several support contacts and getting different instructions each time.

There are actually two separate issues here, which may help to keep things a bit clearer:

1. Wi-Fi speed
A 1 Gbit/s subscription refers to the connection to the modem, not necessarily the speed you will get over Wi-Fi. The actual Wi-Fi speed can be considerably lower depending on the device, Wi-Fi standard, distance, interference and other factors. So getting less than 1 Gbit/s over Wi-Fi does not automatically mean that KPN is not delivering the subscribed speed. A wired speed test directly connected to the Box 12 would give a much better indication of the actual connection speed.

2. SuperWifi connection
The SuperWifi issue is a separate problem. From what I understand, you've already tried resetting it, connecting it by LAN and following the instructions from support. If the extender immediately turns purple when the cable is disconnected, it sounds like the setup isn't completing successfully.

I can't say from the community exactly what is causing this or whether a specific update will resolve it. Since you've already gone through several troubleshooting steps, I'd suggest mentioning all of this when contacting KPN again and making clear that you've already performed the standard reset/reconnect steps.

You can schedule a call through this link (zie below on the page )

Bekijk origineel

    3 reacties

    Nieuwkomer
    • Purplelight
    • Auteur
    • Nieuwkomer
    • September 29, 2026

    Spent all day on 28th. 

    Customer service 1:

    you need to reset and try again.

    customer service 2:

    you will need to poweroff before connecting the lan cable and should try again.

    customer service 3:

    there is an update(for the existing issue running for years) in october and i should not do anything but simply wait 

    customer service 4:

    when i get frustrated and informed about the past experience, she runs back to tech team and come back says the same to connect and reconnect. Later when i didnt agree, she did put me on hold and after 50 mins, call was disconnected.

     

    KPN again, congrats. 

    Erwin van KPN
    Moderator

    Hi ​@Purplelight . Welcome.

    I can understand your frustration, especially after having to go through several support contacts and getting different instructions each time.

    There are actually two separate issues here, which may help to keep things a bit clearer:

    1. Wi-Fi speed
    A 1 Gbit/s subscription refers to the connection to the modem, not necessarily the speed you will get over Wi-Fi. The actual Wi-Fi speed can be considerably lower depending on the device, Wi-Fi standard, distance, interference and other factors. So getting less than 1 Gbit/s over Wi-Fi does not automatically mean that KPN is not delivering the subscribed speed. A wired speed test directly connected to the Box 12 would give a much better indication of the actual connection speed.

    2. SuperWifi connection
    The SuperWifi issue is a separate problem. From what I understand, you've already tried resetting it, connecting it by LAN and following the instructions from support. If the extender immediately turns purple when the cable is disconnected, it sounds like the setup isn't completing successfully.

    I can't say from the community exactly what is causing this or whether a specific update will resolve it. Since you've already gone through several troubleshooting steps, I'd suggest mentioning all of this when contacting KPN again and making clear that you've already performed the standard reset/reconnect steps.

    You can schedule a call through this link (zie below on the page )

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    Nieuwkomer
    • Purplelight
    • Auteur
    • Nieuwkomer
    • October 1, 2026

    Hi ​@Purplelight . Welcome.

    I can understand your frustration, especially after having to go through several support contacts and getting different instructions each time.

    There are actually two separate issues here, which may help to keep things a bit clearer:

    1. Wi-Fi speed
    A 1 Gbit/s subscription refers to the connection to the modem, not necessarily the speed you will get over Wi-Fi. The actual Wi-Fi speed can be considerably lower depending on the device, Wi-Fi standard, distance, interference and other factors. So getting less than 1 Gbit/s over Wi-Fi does not automatically mean that KPN is not delivering the subscribed speed. A wired speed test directly connected to the Box 12 would give a much better indication of the actual connection speed.

    2. SuperWifi connection
    The SuperWifi issue is a separate problem. From what I understand, you've already tried resetting it, connecting it by LAN and following the instructions from support. If the extender immediately turns purple when the cable is disconnected, it sounds like the setup isn't completing successfully.

    I can't say from the community exactly what is causing this or whether a specific update will resolve it. Since you've already gone through several troubleshooting steps, I'd suggest mentioning all of this when contacting KPN again and making clear that you've already performed the standard reset/reconnect steps.

    You can schedule a call through this link (zie below on the page )

    Thanks for at least replying.

    1. Wi-Fi speed - 

    I understand that the 1 GBt/s is only through cable, where I can enjoy its full benefits. But at least to get 70% just a few meters away from the device is a challenge always. Getting somewhere around 350-400 mb around the device is not possible and that's my frustration. After multiple calls with customer support, I understood that as an average i should have 70% of 1GB wireless atleast if an near the device, even that's not happening. More importantly, every 6-7 I should change the device as its always a faulty. How does it justify then the monthly payment i make? 

    2. SuperWifi connection

    This is even worse, now i am in day 4, where even a technician came to visit the house and fixed the Fibre connection and when i called back again i more than infinite possibilites to connect the superwifi and it couldn't be.

    So 4 days, spoke to N number of customer support and got N different ways to solve it and still remains unsolved.

     

    How nice right?

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