SuperWifi 2 point will not work wirelessly

Hi all,

I became a KPN customer recently and I am honestly stunned by the experience so far. Apparently KPN sends WiFi modems and WiFi extension devices, but it does not promise that they will work.

My situation:

• Modem: KPN Box 12b

• One SuperWifi 2 point (black)

• The SuperWifi point works perfectly while connected to the modem with an ethernet cable: solid green, stable, for 45+ minutes

• The second I remove the cable, it turns red and never recovers. This happens even when the point is standing right next to the modem, so distance is not the issue

What I have already done:

• Followed the official installation instructions exactly, multiple times

• Factory reset the SuperWifi point more than 10 times (reset pin until red blinking, waited for purple)

• Full factory reset of the modem itself, then reconnected the point by cable, waited 30+ minutes for solid green, then disconnected next to the modem. Still red

• Power-cycled the point after disconnecting. Still red

• Went to a KPN store and swapped the SuperWifi point for a brand new one. Identical failure

• The modem was changed from v10 to 12b. Same result

Two different extenders failing in exactly the same way means the problem is not the extender. Everything points to the Box 12b, and I have seen reports on this forum of the same symptoms being resolved only by replacing the Box 12b.

I have spent hours on the phone with customer service across multiple calls. The last agent told me, literally, that everything has been done, nothing else is possible, I cannot cancel my contract, and I should just keep the extender permanently cabled to the modem. That is not a solution. A wireless extender that only works with a cable, placed next to the modem, is a product that does not do the one thing it exists for.

What I am asking for: a monteur appointment or a replacement of the Box 12b. I am happy to provide any diagnostics needed.

Can a moderator please pick this up? I would like to resolve this properly before considering the formal complaint route.

Thanks in advance.