Beantwoord

Glasvezel (fiberglass) not working

  • 29 March 2022
  • 10 reacties
  • 474 keer bekeken
A
Rank

Hello,

I have a KPN fiberglass connection which was working fine until this evening. I have tried restarting the modem and the black switch box, but it doesn't help. The switch box has a red light glowing for alarm. It doesn't resolve upon restarting. I have already contacted customer care but was put on hold for a long time and had to disconnect. Is there another solution for this problem?

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Beste antwoord door Jasper van KPN 30 March 2022, 08:32

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10 reacties

Jasper van KPN
Rank
Reputatie 7

Hi @alka, welcome to our forum. It it possible there is a bigger outage going on, have you checked your address on kpn.com.storing? If there is a disruption of services it will be mentioned there. If it isn't mentioned there the quickest way to contact us is by phone: 0800-0402. 

If that doesn't help, can you tell us which indicators are active on the Experia Box and the fiber box? And which color they are? Which device do you mean when you say 'switch box’? 

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A
Rank

Hey Jasper,

There are other connections in the apartment complex which have this problem, I checked the address on the link you have sent, there seems to be no problem. The Experia Box (modem) has all the indicators active including the internet, Wifi, power (the one for internet keeps blinking). The fibre (black) box has the power indicator active in green while the alarm indicator is glowing red. 

Jasper van KPN
Rank
Reputatie 7

Which indicator is the alarm excactly? Can you post a picture of it? If there is an issue on the fiber box, the internet indicator on the Experia Box is usually off so I'm trying to figure out what the situation is.

Can you also update your profile with your address details? With that we'll be able to take a look at your connection too.

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A
Rank

Hey Jasper,

This is the box I was talking about, sure I will update my profile.

Thomas van KPN
Rank
Reputatie 7
Badge +20

Thanks for the update @alka, I've checked your line and it seems something is wrong on our end. I made a ticket for our specialists. If they need to check anything from your end they'll contact you about this. Keep in mind they might call from a private number.

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A
Rank

Thanks Thomas, could you also share the ticket number? How long can the repair take?

 

 

Thomas van KPN
Rank
Reputatie 7
Badge +20

Your ticket number is CC0000019122102 and I see the engineer's been scheduled for tomorrow 1-4 between 19:00 and 21:00. They'll keep you posted!

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A
Rank

Hello Thomas,

The fibre glass issue is now resolved, my internet connection is working now. Unfortunately, I cannot get in touch with the technician who's scheduled to check between 19.00-21.00, is it possible if you can get in touch with them and ask them not to come? 

thanks

 

 

NHendriks
Rank
Reputatie 7
Badge +11

Hello Thomas,

The fibre glass issue is now resolved, my internet connection is working now. Unfortunately, I cannot get in touch with the technician who's scheduled to check between 19.00-21.00, is it possible if you can get in touch with them and ask them not to come? 

thanks

 

 

The engineer should call up front to tell you he's on his way. There you can say everything is in order and he does not need to come and that cancellation wasn't possible anymore :)

Voormalig KPN storings- en installatiemonteur in de regio Nijmegen. Tegenwoordig werkzaam als freelance monteur antennebouw en reisblogger.
Thomas van KPN
Rank
Reputatie 7
Badge +20

Thanks for the update! Glad that everything's working now!

I'm hoping you spoke to the engineer in time as I was not working this weekend 😅

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