Skip to main content
Beantwoord

Installation is stuck on 'preparing your connection'

  • January 30, 2026
  • 1 reactie
  • 9 keer bekeken
E
Nieuwkomer

I have followed all the steps to connect my internet but I continue to get stuck on the “preparing your connection” screen.

the lights on the fiber box are working fine

the right cables are connected to the modem

Even the light is green and not flashing

How do I solve this?

 

 

Beste antwoord door Jasper van KPN

Hi ​@Eliana_, welcome to the community. I see you've connected the modem via a wallconnector. Did you also try to connect the modem directly on the fiber box? A direct connection might help in this situation.

If you have tried that and didn't get further, it's best to make a callback appointment via our site. That way a colleague can check the connection together with you, and decide what the next steps should be.

    1 reactie

    Jasper van KPN
    Moderator
    • Jasper van KPN
    • Moderator
    • Antwoord
    • February 2, 2026

    Hi ​@Eliana_, welcome to the community. I see you've connected the modem via a wallconnector. Did you also try to connect the modem directly on the fiber box? A direct connection might help in this situation.

    If you have tried that and didn't get further, it's best to make a callback appointment via our site. That way a colleague can check the connection together with you, and decide what the next steps should be.

    "Life is measured in achievement, not in years alone" - Bruce McLaren

    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