(EN) Internet connection randomly disconnecting

Hi ​@Kyorillo ,

Welcome to the KPN community.

Great to hear you're learning Dutch, but for now, I'll ask your question in English.
This isn't a problem at all!

If you work from home, a stable internet connection is obviously crucial, and you can't use an unstable connection.

Try the following:

Disconnect both the fiber optic modem (black box) in the meter cupboard and the KPN Box 14 completely from the power supply by unplugging them.
Then wait 3 to 4 minutes!

First, plug the fiber optic modem (black box) back into the meter cupboard and wait until all the LEDs turn green again.

Now plug the KPN Box 14 back into the socket and wait until the modem returns to standby mode, at which point the LEDs on the modem turn green again.

Now, wait a day or two to see if this resolves the problem.
If not, call KPN's troubleshooting service at 0800-0402, or 1200 from a KPN mobile connection.

After the voice response prompt asks why you're calling, leave a message saying "I want to speak to an employee," followed by the word "outage" after the second question.

KPN's troubleshooting service is available 24/7 for outages and technical problems.

Thank you very much ​@Michel.uit.Arnhem ! I tried your steps and I will see how it goes in the next couple of days!

Also thanks for the support number information, I've noted them!

Have a great day and week!

Goodmorning ​@Kyorillo , thanks for your message and welcome to our Community :)

Happy to see that you chose KPN and I really hope that the advice that ​@Michel.uit.Arnhem gave you, has helped you 🙏🏻How has your connection been the last couple of days? I hope it really improved but when you are still having problems, please let us know so we can think along!

Good morning ​@Jan van KPN ,

Thanks for your warm welcome!

I indeed tried to restart as he suggested and for the first day the connection was very stable. However today I'm again in the situation where it is unstable and disconnecting frequently. I tried again just a moment ago to follow the same procedure but this time looks like that is less effective.

I will try to see how it goes again today.. hopefully can get solved easily!

Thanks

Just as an additional information, when the connection drops, the box 14 has the "power" led that becomes red. Once a couple of minutes pass, it returns green and I have internet again.

​@Michel.uit.Arnhem  ​@Jan van KPN  , any idea?

Thanks!!

Hi ​@Kyorillo , what's the status at the moment?

If this happens more often I would advice you to contact our customer support since they can directly check your connection. You can schedule an appointment yourself by using this link! if you have the opportunity, would you please share the outcome here with us?

Hello ​@Jan van KPN !

Yes, since was happening very often I indeed contacted KPN support and instructed me to get a new modem at a KPN store. However the store had only the box version 12, which does not support the 4gbit subscription and therefore I contacted the support again and shall receive the new box 14 today.

I will keep posted if the new one works. Because with box 12 it is working perfectly but of course the speed is only 1gbit.

Thanks for you reply ​@Kyorillo!

Glad to hear that you’ll be receiving a Box 14, I’m curious to see if that will resolve the issues! Please keep me posted, and if there’s anything I can do to help, don’t hesitate to let me know!

 Hi ​@Kyorillo ,

Good to hear that the KPN Box 14 is working smoothly again on KPN's fiber optic network.
Let's hope it stays that way!

I was happy to help you, and thank you for your compliment.

Goodmorning ​@Kyorillo and thanks for your reply! Really glad to hear that the new Box 14 seems to have solved your issues. If you need any help or assistence again in the future, please let us know! For know I hope you will have an wonderful day!