Hi @Emils, welcome! If multiple modems are giving the same result, it most likely is a problem with your line. Quickest course of action is to call us (0800-0402, free). The colleague can run some tests and see if there is a known outage in your area. And if not, they can register a technical ticket or plan a technician to come out to you.

If you'd rather do this through the forum, that is also an option. Although we are a bit slower in responding. If that is okay, please fill out your forum profile and reply when you've done so.

Hi Erik,

Thank you for your reply.

I called and talked to one of the employees, he decided to send a new modem, even though I mentioned that I have 2 spare ones, one being v10 that has not been used previously.

The v10 modem is the one that was sent to me when I got the subscription, but I didnt use it since the previous owner already had a v8 modem installed. As mentioned before, the unused v10 is showing red light as well. 

I was told, I will recieve an email with all the necessary data to send back the modem, but I haven't recieved anything since this afternoon. 

I filled all the necessary information in my forum profile.

I hope we can solve this as soon as possible now. 

Kind regards. 

Hi @Emils I just checked your connection and it appears to be offline. I made a notification for our technical department and they will look into the matter. as soon as possible. When that's done you'll receive a text message with further instructions. They'll let you know what needs to be done: perhaps further contact with our back office is needed of a mechanic needs to be scheduled. The text will be in Dutch and I hope that won't be a problem. 

Hi Bart. 

Thank you for your reply and for the solution.

Will be waiting for the message. 

Kind regards. 

Hello.

I still haven't received any text message about my issue.

Hi @Emils As far as I can see the malfunction is solved right now? I see that a text message and an e-mail were sent yesterday. They must have been sent after you posted this message. Have you received them and is everything working as it should be? 

Hi Bart,

I didn't receive any text message or email about my issue, the only email I received was that the connection was being fixed.

Yesterday I went to the KPN Heerlen Client Service Center, they told me that a new modem was already sent to me and I can pick it up. I gave them the two v8 modems that I had.

Today I picked up the new modem and gave them back the other v10.  I hope it won't be confusing that there will be 3 different modems on my name right now.

Fortunately, the new modem works and I have my internet connection back.

Thank you for your time and helping me with my issue.

Kind regards.