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Beantwoord

KPN Internet keeps disconnecting

  • April 15, 2026
  • 4 reacties
  • 35 keer bekeken
F
Nieuwkomer

Ok, so the last few weeks internet kept disconnecting randomly. Very irritating when you work from home and rely on stable internet during team calls. 

We call KPN. Super helpful customer care. We do as instructed. Hard reset of everything, modem, glass fibre connection, etc. And for a while the problem stops. And then comes back. So we keep hard resetting every fortnight or so. Which is also irritating.

Whose got some advise on this? Is this a modem problem? Or is this on the KPN side? We notice that many other KPN customers experience this as well,.so whether it's the modem or on the KPN side it would be great if KPN can fix this ....

 

Beste antwoord door Erwin van KPN

Thanks for the extra details, that helps paint a clearer picture. The fact that the internet light starts flashing and a reset only fixes it temporarily, while the modem doesn’t seem to fully return to factory settings, suggests this needs a deeper look than we can properly do from here.

At this point it’s best to contact our customer service by phone so they can run line tests in real time and check both the fibre connection and the modem more thoroughly. They can also see if something on the network side is causing this or arrange a replacement if needed.

Since this has been going on for a while and keeps coming back, it’s definitely something we want to get properly investigated instead of having you stuck in an endless reset routine.

You can also make an appointment so we will call you back (bottom of the page) 

4 reacties

Erwin van KPN
Moderator

Hi ​@fritzkohle . Welcome to the KPN Community.

Thanks for your message. That does sound quite frustrating, especially if it keeps coming back after a reset.

To help us narrow things down a bit, could you tell us if you notice any changes in the lights on the fibre box or modem when the connection drops? Also, are you connected via cable or Wi-Fi, and do all services go down at that moment or just the internet?

With a bit more detail, we can better determine whether this points to the modem or something on the network side.

 

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F
Nieuwkomer
  • fritzkohle
  • Auteur
  • Nieuwkomer
  • April 18, 2026

Thanks for getting back.

This is what happens. The Internet light on the modem flashes when the internet is down. So then we reboot everything, the glassfibre connection modem and then KPN router 12. 

Your colleague from KPN has send us a now power adapter for the router 12, but it does not make a difference. Internet stays stable for a while when we do a factory reset (the small pin hole button in the back of the modem) but it does not return to the factory settings and instead returns to the old settings. after a day or so the problem returns. 

I hope that gives you a better idea.

Erwin van KPN
Moderator
  • Erwin van KPN
  • Moderator
  • Antwoord
  • April 21, 2026

Thanks for the extra details, that helps paint a clearer picture. The fact that the internet light starts flashing and a reset only fixes it temporarily, while the modem doesn’t seem to fully return to factory settings, suggests this needs a deeper look than we can properly do from here.

At this point it’s best to contact our customer service by phone so they can run line tests in real time and check both the fibre connection and the modem more thoroughly. They can also see if something on the network side is causing this or arrange a replacement if needed.

Since this has been going on for a while and keeps coming back, it’s definitely something we want to get properly investigated instead of having you stuck in an endless reset routine.

You can also make an appointment so we will call you back (bottom of the page) 

Blij met een antwoord? Geef een like! Is een bericht het beste antwoord op je vraag? Markeer het dan als oplossing.
    F
    Nieuwkomer
    • fritzkohle
    • Auteur
    • Nieuwkomer
    • April 21, 2026

    OK thank you - the account is in my wife’s name, so I will pass this on so she explain this to the KPN service agent ;)

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