New SuperWifi 2 fail to connect to modem

Hi ​@Sefawho, very strange that it's giving the login information error 🤔

Could you check for me which software versions your modem and SuperWifi are running? You can see this when you  log in to the web interface of the SuperWifi. On the login screen you should see this:

What firmware version is listed there?

If you look at this in the same way when logging in to the web interface of modem, what software is listed there? There is a chance that the software versions do not match well, and cause this problem!

Hi ​@Maja van KPN 

For modem 

For Superwifi 2 

I have tried connecting SuperWifi to another wifi network by manually updating SSID and password, it connected and worked fine.

It only not able to connect to KPN Modem. I have double checked wifi SSID, password, band, channel and everything seems to be matching. I'm not able to figure out why issue is only with connecting to the modem. 

They should also work together perfectly fine based on firmware versions, so I'm not sure what is causing the problem with the connection ​@Sefawho 😕 I have not encountered this issue before and don't know if this is caused by the modem, or the SuperWifi, or if there's some setting we are missing. Since I'm not sure what to do next, I'll ask one of my colleagues next monday!

The software version of your V12 is a bit weird ​@Sefawho, I didn't notice it but it's not a software version that should be installed on any modem right now. 

Can you reset the modem 1 more time so we can check if the right version (SGEJ1000060E) will be installed? 

Did you manage to reset is yet ​@Sefawho? If the reset did not trigger the right software version, I'd like to know so we can take the next step!

Hi ​@Maja van KPN, I just did a factory reset but my firmware version is still at SGEJ1100011C

Is there a different way to update it? Perhaps with an (remote) upload?

Hi ​@Sefawho it seems we can't remotely connect to your modem at the moment either which might explain why it won't update either. I think it might be neccesary to exchange it.
To arrange this it's easiest if you speak to one of our colleagues.

Could you give us a call on 0800-0402? You can also use the call-me-back form on kpn.com/english

Hi ​@Thomas van KPN, unfortunately I wasn’t able to get far on the phone.

I called the number, explained the situation and person asked me to turn off the modem until they call me back. They called me back after an hour and said everything looks correct and they are not able to order an exchange for me.

​@Sefawho 

that firmware version you have, is from a Box12 delivered to KPN EEN MKB connections. this is a box12 for business connections only, not intended for consumer connections.

do you have this type of connection?

cc ​@Maja van KPN ​@Thomas van KPN 

Hi ​@joey92 No, I don’t. I’m a home consumer. Thanks for pointing this out! 

than you recieved the wrong Box12. 

the Box12 you currently have is intented for business use only. not for home consumers.

perhaps some of the moderators on this forum can initiate a swap for a Box12 for home use.

otherwise call the suctomer support en tell theme that your Box12 is defect and that you would like to swap it over for a new one.

Thanks for the assist, Joey!

Have you managed to get the box switched out ​@Sefawho? Otherwise we will do this for you. In which case, please fill in your forum profile and reply when you've done so.

Hi ​@Erik van KPN, just filled out my profile. Replacement of the modem is not done yet so please arrange that. Thank you :)

​@Maja van KPN  It seems issue is resolved with new modem. I see correct firmware version on the modem and stable green light on Superwifi after doing another reset. 

How can use Superwifi to provide cable internet connection to near by devices? I have a PC and a network switch in the same room. Superwifi starts flashing blue after I connect it to PC or Switch by cable and those devices doesn’t have internet connection. Superwifi turns red after a while when connected to cable.

I'm glad to hear the new modem fixed the original problem ​@Sefawho 😊

If I understand correctly, the SuperWifi is working fine when using wifi, but as soon as cables get involved it looses connection with al devices? I'm not sure why this happens. Can you please reset the SuperWifi (press the little reset button for about 10 seconds)? There's a chance everything will be okay again after a reset! 

Did you reset the SuperWifi ​@Sefawho and is it working correctly now?