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Experia Box V10 loses internet connection multiple times a day

  • October 1, 2026
  • 6 reacties
  • 109 keer bekeken
Nieuwkomer

Hello,

I keep losing connection on almost daily basis, several times a day.

It happens also when it’s not being used, no TV, no laptop .. and suddenly it lose connection.

I notice it since the SERVICE or INTERNET LEDs are turning red,  and the connection gets lost sometimes for few minutes, sometimes up to several hours.

This has been roughly going on for the past 2 months, but not being at home all the time. Now i’m working from home more frequently and this really needs to be fixed.

KPN Experia Box v10 - This is the 2nd Box, the previous one (same box) has been replaced but the malfunction is still recurrent.

Any help? it’s getting really annoying having to restart the modem every time, without confidence that the connection will be back after restarting the modem.

 

Thanks so much, nicolas

Beste antwoord door Jan van KPN

Hi ​@Nicolas1 , thanks for your message and welcome to our Community :)

I can completely understand how frustrating this must be, especially now that you are working from home more frequently. Having the connection drop several times a day, sometimes for hours, is of course not something you should have to deal with.

Since your Experia Box V10 has already been replaced and the problem is still occurring, I don't think it would be useful to have you go through the same basic troubleshooting steps again.

At this point, I would strongly recommend contacting KPN by phone. My colleagues can then perform a live measurement of your connection and check what is happening with the line when the connection drops. They can also see whether the modem is losing its connection to the KPN network and, based on those measurements, determine what the next step should be.

If possible, please contact us while the connection is down or immediately after it happens. This gives my colleagues the best opportunity to measure the connection at the time the problem occurs.

I understand that calling can be inconvenient, but in this case it really is the quickest way for us to investigate the problem properly. Replacing the modem has not resolved the issue, so we need to look further into the connection itself.

I hope we can get this matter resolved for you soon!

Bekijk origineel

    6 reacties

    Jan van KPN
    Moderator
    Forum|alt.badge.img+16
    • Jan van KPN
    • Moderator
    • Antwoord
    • October 6, 2026

    Hi ​@Nicolas1 , thanks for your message and welcome to our Community :)

    I can completely understand how frustrating this must be, especially now that you are working from home more frequently. Having the connection drop several times a day, sometimes for hours, is of course not something you should have to deal with.

    Since your Experia Box V10 has already been replaced and the problem is still occurring, I don't think it would be useful to have you go through the same basic troubleshooting steps again.

    At this point, I would strongly recommend contacting KPN by phone. My colleagues can then perform a live measurement of your connection and check what is happening with the line when the connection drops. They can also see whether the modem is losing its connection to the KPN network and, based on those measurements, determine what the next step should be.

    If possible, please contact us while the connection is down or immediately after it happens. This gives my colleagues the best opportunity to measure the connection at the time the problem occurs.

    I understand that calling can be inconvenient, but in this case it really is the quickest way for us to investigate the problem properly. Replacing the modem has not resolved the issue, so we need to look further into the connection itself.

    I hope we can get this matter resolved for you soon!

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    Nieuwkomer
    • Nicolas1
    • Auteur
    • Nieuwkomer
    • October 10, 2026

    Hello Jan,

    Thank you for your support, I really appreciate it. 👐

    Would it be possible to share a direct customer service phone number? The link you kindly provided only allows me to schedule a callback, which makes it difficult to react quickly when the connection goes down.

    The only other option offered on the page is a chatbox, but unfortunately it does not support English. 😀

    Many thanks in advance for your help. Hope to hear from you soon!!!

      Jan van KPN
      Moderator
      Forum|alt.badge.img+16

      Hi ​@Nicolas1 , yes, you can reach us directly at the number 0800 0402 (it's a free number) so Ip hope this will work out for you 🙏🏻

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      Nieuwkomer
      • Nicolas1
      • Auteur
      • Nieuwkomer
      • October 12, 2026

      thank you!

        Nieuwkomer
        • Nicolas1
        • Auteur
        • Nieuwkomer
        • October 25, 2026

        Hi, 

        Unfortunately, this weekend again, I have experienced repeated issues with my internet connection. On Saturday, 24 October, I had no connection from around 08:00 until early afternoon. There was no resolution following instructions to restart or reset the routeur. In the evening, the connection remained unstable with some short shortage (few minutes).

        Today, Sunday, 25 October, the connection has already been lost four times within approximately one hour (9-10 am). The support service is not available during the weekend.

         

        I raised a complaint with the intention to receive prompt and permanent resolution, if not to get the conditions to terminate the contract due to recurrent issues.

         

        Kind regards.

        Nicolas

        Jan van KPN
        Moderator
        Forum|alt.badge.img+16

        Hi ​@Nicolas1 ,

        I'm really sorry to hear that you're still experiencing these connection issues. I can imagine how frustrating it must be to have your internet connection drop repeatedly, especially when restarting or resetting the router doesn't help.

        The best thing to do is to contact our technical support team again by phone. They can run tests on your connection straight away to help identify the cause of the problem and determine the next steps towards a lasting solution.

        I understand that this situation is far from ideal, and I hope we can get this resolved for you soon 🙏🏻

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