Skip to main content
Beantwoord

Glasvezel (fiberglass) not working

  • March 29, 2022
  • 10 reacties
  • 551 keer bekeken
A
Deelnemer

Hello,

I have a KPN fiberglass connection which was working fine until this evening. I have tried restarting the modem and the black switch box, but it doesn't help. The switch box has a red light glowing for alarm. It doesn't resolve upon restarting. I have already contacted customer care but was put on hold for a long time and had to disconnect. Is there another solution for this problem?

Beste antwoord door Jasper van KPN

Hi @alka, welcome to our forum. It it possible there is a bigger outage going on, have you checked your address on kpn.com.storing? If there is a disruption of services it will be mentioned there. If it isn't mentioned there the quickest way to contact us is by phone: 0800-0402. 

If that doesn't help, can you tell us which indicators are active on the Experia Box and the fiber box? And which color they are? Which device do you mean when you say 'switch box’? 

Dit topic is gesloten. Staat je antwoord hier niet bij, gebruik dan de zoekfunctie van de Community of stel je vraag in een eigen topic.

10 reacties

Jasper van KPN
Moderator
  • Jasper van KPN
  • Moderator
  • Antwoord
  • March 30, 2022

Hi @alka, welcome to our forum. It it possible there is a bigger outage going on, have you checked your address on kpn.com.storing? If there is a disruption of services it will be mentioned there. If it isn't mentioned there the quickest way to contact us is by phone: 0800-0402. 

If that doesn't help, can you tell us which indicators are active on the Experia Box and the fiber box? And which color they are? Which device do you mean when you say 'switch box’? 

"Life is measured in achievement, not in years alone" - Bruce McLaren
Thomas van KPN
A
Deelnemer
  • alka
  • Auteur
  • Deelnemer
  • March 30, 2022

Hey Jasper,

There are other connections in the apartment complex which have this problem, I checked the address on the link you have sent, there seems to be no problem. The Experia Box (modem) has all the indicators active including the internet, Wifi, power (the one for internet keeps blinking). The fibre (black) box has the power indicator active in green while the alarm indicator is glowing red. 

Jasper van KPN
Moderator

Which indicator is the alarm excactly? Can you post a picture of it? If there is an issue on the fiber box, the internet indicator on the Experia Box is usually off so I'm trying to figure out what the situation is.

Can you also update your profile with your address details? With that we'll be able to take a look at your connection too.

"Life is measured in achievement, not in years alone" - Bruce McLaren
A
Deelnemer
  • alka
  • Auteur
  • Deelnemer
  • March 30, 2022

Hey Jasper,

This is the box I was talking about, sure I will update my profile.

Thomas van KPN
Moderator
Forum|alt.badge.img+24

Thanks for the update @alka, I've checked your line and it seems something is wrong on our end. I made a ticket for our specialists. If they need to check anything from your end they'll contact you about this. Keep in mind they might call from a private number.

Blij met een antwoord? Geef een like! Is een bericht het beste antwoord op je vraag? Markeer het dan als oplossing.
A
Deelnemer
  • alka
  • Auteur
  • Deelnemer
  • March 30, 2022

Thanks Thomas, could you also share the ticket number? How long can the repair take?

 

 

Thomas van KPN
Moderator
Forum|alt.badge.img+24

Your ticket number is CC0000019122102 and I see the engineer's been scheduled for tomorrow 1-4 between 19:00 and 21:00. They'll keep you posted!

Blij met een antwoord? Geef een like! Is een bericht het beste antwoord op je vraag? Markeer het dan als oplossing.
A
A
Deelnemer
  • alka
  • Auteur
  • Deelnemer
  • April 1, 2022

Hello Thomas,

The fibre glass issue is now resolved, my internet connection is working now. Unfortunately, I cannot get in touch with the technician who's scheduled to check between 19.00-21.00, is it possible if you can get in touch with them and ask them not to come? 

thanks

 

 

NHendriks
Wijsgeer
Forum|alt.badge.img+12
  • NHendriks
  • Wijsgeer
  • April 1, 2022

Hello Thomas,

The fibre glass issue is now resolved, my internet connection is working now. Unfortunately, I cannot get in touch with the technician who's scheduled to check between 19.00-21.00, is it possible if you can get in touch with them and ask them not to come? 

thanks

 

 

The engineer should call up front to tell you he's on his way. There you can say everything is in order and he does not need to come and that cancellation wasn't possible anymore :)

| Voormalig KPN storings- en installatiemonteur. Tegenwoordig werkzaam als monteur antennebouw | | TP-Link Omada || AON Glas || Homebrew Proxmox || Dell R720 w/ Proxmox & OPNsense @ Qupra DC1 || QNAP TS-EC1280U-RP @ euNetworks |
Thomas van KPN
Thomas van KPN
Moderator
Forum|alt.badge.img+24

Thanks for the update! Glad that everything's working now!

I'm hoping you spoke to the engineer in time as I was not working this weekend 😅

Blij met een antwoord? Geef een like! Is een bericht het beste antwoord op je vraag? Markeer het dan als oplossing.

De Kennisbank

Heb je vragen over diensten, producten of wil je weten hoe je modeminstellingen verandert? Vind het antwoord op de meest gestelde vragen in onze Kennisbank

...

Community voorwaardenAccessibility statement