Royal KPN N.V

The maintenance releases of our successful m2suite ensure that our customers always offer their users state of the art products. Therefore, we developed a new version of the KPN Selfcare Tool. With this release the Internet users of KPN are able to not only enjoy the latest and secure state of technology, but are also well equipped for new home network challenges.

Every maintenance release is based on the latest m2suite version, our core product and the technical foundation for every customer project. We constantly improve and continue to further develop the product. These new features and improvements are offered to our customers as maintenance updates as part of new releases. The following features are a selection of the extensive revisions and innovations to support the user with all Internet and Wi-Fi topics.

It has never been easier to connect to Wi-Fi

With the all new and redesigned “Wi-Fi connect” flow the user gains a better overview of all the available Wi-Fi connections. Clear and easy to understand symbols help to differentiate between open and secure Wi-Fi networks, and indicate the personal Wi-Fi of the end user. The connection can be established automatically via WPS or manually with a password. This simple and easily understandable flow is designed to help beginners as well as experts.

Wi-Fi settings and Wi-Fi detail view

The setting options of the application now offer even more possibilities: The user is able to customise how Wi-Fi information is displayed in the suite, change the refresh interval in the Wi-Fi list and choose from different options for the Wi-Fi signal strength (percent or decibel-milliwatts). With these enhanced options we want to provide all users the right tools for their individual needs.

The new Wi-Fi detail view also helps every single user to gain more information and now displays all available Wi-Fi channels. Both the optimal Wi-Fi channel and the user’s currently used channel are highlighted in different colours. With this functionality more details and insight are provided, which is an important feature for expert users. Beginners, on the other hand, gain a graphical overview of the factors that influence their Wi-Fi; optimising their Wi-Fi is just a click away.

Along with these enhancements, the two self-care solutions offer the following new features and improvements:

• improved Wi-Fi security after server changes, to offer the customers even higher Wi-Fi security options
• new feature: Wi-Fi guest account – now users can share Wi-Fi credentials with guests while keeping their main Internet access secure
• reworked and improved Wi-Fi extender flow; an intuitive step by step assistant helps to set up or add new extenders and solve connection problems
• the Mac version now supports macOS 10.12 Sierra
• design changes allow the user to optimally use the Selfcare Tool on every screen size and resolution

The current release of the KPN Servicetool comes with a number of new features as part of the Home Network Connectivity Guide to effectively support Internet customers with their everyday Internet challenges in the home network. An enhanced and fully integrated module for quick “Internet setup” including clear step-by-step 3-D animations further improves the successful Servicetool.

Have a closer look at the new features of the KPN Servicetool:

Home Network Connectivity Guide

The Home Network Connectivity Guide helps with the set up, configuration and optimisation of the Internet-related home network. It offers targeted support for many use cases and different approaches (e.g. common Internet problems or optimisation requests, technologies, devices already in use) in order to lead the customers quickly to the relevant information.

The Home Network Connectivity Guide also assists with the integration of new devices into the home network including not only modems, computers and laptops but also Wi-Fi extenders, game consoles, Smart TV and DVS adapters (also called Powerline, PLC, PowerLAN or Devolo). It provides illustrated instructions and videos for cabling and implementation as well as useful tips in regards to the ideal area of operation.

Furthermore, the Home Network Connectivity Guide is linked to automated optimisation tools (e.g. WLAN Optimizer, Wi-Fi level measurement and modem reset) and specific desktops of the Servicetool (e.g. DVS/ PowerLAN) that help customers to solve their Internet problems quickly and easily on their own and improve their Internet connection and home network in the long term.

Home Network Connectivity Guide: Overview and illustrated cabling instructions

Wi-Fi level measurement & Wi-Fi Extender setup

When it comes to building a Wi-Fi network that assures a powerful and reliable Internet connection throughout the customer’s home, these two useful tools go into action:

The Wi-Fi level measurement tool allows to check the Wi-Fi strength at different places, where the Internet is used. In case the connection is weak and not sufficient, the customer gets well-directed advice on how to improve its quality. It also helps with finding a good position for devices (e.g. Wi-Fi extender or Wi-Fi repeater) that enlarge the range of the home network.

Subsequently, the Wi-Fi extender setup tool provides detailed instructions how to set up Wi-Fi extenders and add them to an already existing network. The instructions include cabled, wireless and WPS setup, correct lighting and also tips and tricks for the right positioning. It also links to automated tools in the KPN Servicetool such as Wi-Fi level measurement and WLAN Optimizer that help with other Wi-Fi related topics.

Extended initial Internet setup & 3-D animations

The existing initial Internet Setup in the KPN Servicetool was replaced by a completely revised and much more comprehensive module arranged on a separate desktop. It includes an automated setup for Internet and Wi-Fi connections, the configuration of browser settings and e-mail clients, as well as step-by-step guides for cabling of devices like modems, computers and laptops.

The guides were redesigned by mquadr.at with 3-D animations that provide the customer with realistic and clear illustrations for every setup step.

This way, the initial Internet setup supports all around fast and trouble-free product on-boarding and a positive customer experience from the very start – enhancing customer service, while reducing the workload of the service hotline at the same time.

These and more useful self-service features are arranged on clear desktops adapted to the needs of KPN and their Internet customers and branded in the ISP’s corporate design.

The new release is now available for Windows and Mac on the KPN website: » download

With the upgrade of the Servicetool to the m2suite, KPN reacted to their customers’ demand of better possibilities to manage their Internet connections and IT-infrastructure on their own. The tool offers simple and comprehensive help in all Internet-related situations – at home and “on the road”.

Improved customer experience and state of the art self-care

The new Servicetool features a specifically designed graphical user interface to meet KPN’s very high service standards. This easy to use interface provides users quick access to services like e-mail setup, Wi-Fi connection management, different diagnosis and repair options, as well as optimisation of channel and broadband efficiency.

This results in smooth Internet connectivity and daily use, increased customer satisfaction and significantly reduced support calls due to the fact that KPN customers have a support and troubleshooting tool directly on their laptops and PCs.

New Servicetool supports Fon

Specific desktops covering the KPN Experia Box and Wi-Fi Internet access via Fon ensure that KPN customers are always online.

At home, they can easily configure their equipment to meet their personal standards and wishes. Via Fon, Internet users may offer part of their home Wi-Fi bandwidth to other Fon users currently on the way. The Servicetool ensures that KPN customers can always profit from any Internet Fon hotspot in their surroundings.

The KPN Installatie Assistent (Mechanics Edition) supports KPN Service technicians with setting up Internet access, wireless LAN, Browser settings and e-mail addresses for new customers at home fast and easily. This reduces the time needed for implementing the internet services as well as the number of calls at the support hotline.

The recent update includes some essential improvements and updates of the tool that has already been successfully in use since 2012.

New features of the Field Service Tool

1. The entire setup process has been condensed and accelerated even more by an improved technology, e.g. faster modem interaction.
2. The Field Service Tool can be installed on the devices of the KPN technicians or launched via a USB Flash Drive directly on the customer’s PC.
3. The self-care product that is integrated in the setup process has been replaced by the new and comprehensive KPN Servicetool.
4. The automated Update Function verifies if the latest version of the Field Service Tool and the KPN Servicetool are installed. If not the case, the tool would download theses independently as well as transfer the necessary settings and data to the new version.
5. The improved reading of modem data includes, among others, Wi-Fi data, security settings, available frequency bands as well as a DSL Line and Pairbonding check.
6. A detailed graphic of the Wi-Fi surrounding makes it easy for the technician as well as for the customer to understand which Wi-Fi channel is the optimal one.
7. m2analytics was also provided for the Update of the Field Service Tool. As for the other Self-service tools provided by mquadr.at, KPN receives comprehensive usage and system statistics. This helps to examine the usage and performance of their products and to carry out targeted improvements.

mquadr.at has expanded the range of products supplied to KPN. The new KPN Installation Assistant for Mac has been customised based on mquadr.at’s market-proven self-service Internet setup solutions.

Simple Internet Setup Flow for all Modems

With the KPN Installation Assistant, connecting to the Internet becomes an easy task. Extensive automation simplifies the setup at home and brings the user online fast. Modems and wireless routers are recognised automatically and the configuration is tailored to the operating system installed.

The Wi-Fi Optimizer analyzes all networks in the vicinity and identifies the optimal channel for the user. The expert view provides the interested or tech-savvy individuals with more detailed information on the capacity of the current and surrounding channels. Here, additional rooms or locations can be analyzed in order for users to enjoy a smooth Wi-Fi connection everywhere in their home.

The Installation Assistant provides the following features and helps with many internet related tasks:

1. Initial setup: configuration of all hardware including routers and Wi-Fi adapters
2. Browser configuration
3. E-mail account setup
4. Simple and secure Wi-Fi configuration supplying Wi-Fi user data (SSID, PSK and encryption method)
5. extensive status report related to installed drivers and programs, network adapter, etc.
6. user friendly instructions for correct cabling of additional devices
7. context sensitive help, available at any point in the setup process
8. Configuration files (.psk) can be saved for a later setup of additional Wi-Fis via USB drive
9. Wi-Fi adapter check including selection of supported devices

The self-service concept of the “KPN Installation Assistant” contributes considerably to customer experience and satisfaction and reduces pressure on the KPN customer support.

The self-care Internet software application KPN Wireless Network Assistant (KPN Draadloos Netwerk Assistent) helps KPN customers to set up secure Wi-Fi, configure the KPN Experia Box, and to find the optimal wireless channel. Based on mquadr.at’s market proven module m2wlan, the KPN Wireless Network Assistant configures the customer PC and the modem for secure wireless access and finds the best channel for optimal Wi-Fi speed.

KPN Wireless Network Assistant is available as a standalone tool as well as in combination with the successful diagnosis and repair software KPN Assistant (based on m2selfrepair).

Important features:

• increasing the security of wireless network data transmissions by providing aid in choosing a safe network name, password and encryption
• establishing a secure connection to the wireless network
• easy to use (simple flow – at no point does the user have to access the modem itself) and instructions on how to reconnect to the Internet in case the connection was lost
• automated wireless network analysis
• automatic calculation of the optimal channel
• automatic change of channel settings on modem/router

The result: a reduced number of complex & long calls at KPN’s call centre.

“Ensure a stable, satisfying connection between customers, their provider and the Internet!“

Finding the optimal wireless network channel

The KPN Wireless Network Assistant detects all wireless networks (access points), finds the best channel and changes the modem settings to use the optimal channel. The self-care software calculates the optimal channel based on signal strength and channel setting of all networks in vicinity.

An often overlooked reason for problems with wireless networks and Internet connectivity are interferences. Overlapping radio frequency channels degrade performance of wireless networks. There are only 13 (Europe) channels available. When multiple wireless networks broadcast on the same or neighbouring channels, bandwidth and stability are reduced. More and more consumers rely on wireless networks in their homes; therefore, the selection of the optimal wireless channel becomes more important every day.

Setting up secure Wi-Fi, configuring the KPN Experia Box and finding the optimal wireless channel has never been easier for customers of the largest Dutch ISP KPN. The new self-care Internet software application KPN Wireless Network Assistant (KPN Draadloos Netwerk Assistent) is easy to use and based on mquadr.at’s sophisticated and market proven module » m2wlan. The KPN Wireless Network Assistant configures the customer PC and the modem for secure wireless access and finds the best channel for optimal Wi-Fi speed.

The new self-care software is available as a standalone tool as well as in combination with the successful diagnosis and repair software KPN Assistant (based on » m2selfrepair).

The KPN Wireless Network Assistant shows once more that KPN is dedicated to providing its customers with state of the art self-care solutions to deliver a great customer experience.

A new feature: Finding the optimal wireless network channel

The KPN Wireless Network Assistant detects all wireless networks (access points), finds the best channel and changes the modem settings to use the optimal channel. The self-care software calculates the optimal channel based on signal strength and channel setting of all networks in vicinity.

The KPN Wireless Network Assistant reduces the number of long and complicated calls to customer support. Calls related to wireless networks are difficult to diagnose, as they frequently start out very unspecific (“My Internet is slow”) and are often escalated to higher tiers of customer support.

Important features

• increasing the security of the wireless network data by providing aid in choosing a safe network name, password and encryption
• establishing a secure connection to the wireless network
• easy to use (simple flow – at no point does the user have to access the modem itself) and instructions on how to reconnect to the Internet in case the connection was lost
• automated wireless network analysis
• automatic calculation of the optimal channel
• automatic change of channel settings on modem/router
• reduced number of complex & long calls

The new version of KPN Installatie Assistent is based on m2webalizer and has been developed for the Arcadyan ARV 7519 which, like all KPN broadband modems, is available under the name of KPN Experia Box. The bilingual installer (Dutch and English) enables both installation and configuration of the broadband internet connection on customer side. Nearly all configuration processes have been automated, making the internet connection setup easy, especially for less experienced users.

The software does for example not only provide the user with easily understandable instructions for correct cabling of the KPN Experia Box, it also configures all necessary hardware, including Wi-Fi adapters.
Afterwards, the following steps are performed automatically:

1. Browser configuration for both Microsoft® Internet Explorer and Mozilla Firefox, including start page configuration depending on the access technology in use (ADSL/VDSL, Fiber) and import of bookmarks
2. E-mail account configuration, including installation of Microsoft® Windows® Livemail, in case there is not any e-mail client installed on the pc yet, four selectable e-mail domains (@kpnmail.nl, @kpnplanet.nl, @planet.nl, @hetnet.nl) and a clearly structured overview of all e-mail settings which can be saved or printed.
3. Simple and secure Wi-Fi configuration which includes printing, saving and exporting of user-specific Wi-Fi data or deactivating the access device’s Wi-Fi function directly from the application.
4. Best channel selection feature where the appropriate Wi-Fi channel of the modem is selected automatically.
5. Wireless adapter check, including installation instruction or installation of the drivers provided by KPN if necessary.
6. Transmission of Wi-Fi and modem settings to KPN servers for quick and complete recovery.

The “2nd PC flow“ is a special feature allowing the user to easily add computers to an existing home network. This can be done automatically or by means of a special configuration file. This file is created during the first Wi-Fi setup and then saved in encrypted form on the computer or on an external medium, such as a USB stick. To add a computer to an existing network, the user simply copies the file to the new computer and imports it from the application.

As a user-friendly self-service application, the KPN Installatie Assistent contributes a great deal to a smooth internet connection setup experience for the customers of the Dutch market leader. At the same time, a significant amount of workload is taken from the provider’s own customer support, which is one of the main targets of mquadr.at software.

The 'KPN Assistant', designed by mquadr.at for the largest Dutch telecom provider, is a user-friendly repair software, based on mquadr.at’s diagnosis and auto-repair routine m2selfrepair.
The software uses both main modules of m2selfrepair:

• R.I.S.® (Realtime Intelligent Selfrepair), allowing to automatically repair any errors or problems related to internet or e-mail, and
• D.O.D. ® (Diagnosis On Demand), providing a detailed diagnosis and a status report of all internet services installed on the user’s system.

The main functions of the application can be accessed directly from the start window:

• Diagnosis
• Internet and e-mail assistent
• KPN service

1) Diagnosis

The diagnosis function monitors all internet-relevant settings and parameters. In case an error or problem occurs, the user gets a message containing a description of the error and a unique error code and can then trigger automatic correction. Using the error code, customer support can also easily identify the origin of the problem.

2) Internet and e-mail assistent

The internet and e-mail assistant includes several functionalities:

• Wi-Fi configuration assistant, including the possibility to export Wi-Fi settings and to activate/deactivate the Wi-Fi function of the modem
• Complete, two-step e-mail account setup, including registration at the KPN portal on the server side and configuration on the client side.
• Recovery function for the whole internet connection which can be executed automatically for all modems delivered by KPN.
• The possibility to reset the modem back to factory settings directly from the application
• Comprehensive status report with relevant information on operating systems, installed drivers and programs, network adapters, etc.

3) KPN Services

This section allows users not only to set up an e-mail address online but also to directly access all provider-specific services like the customer centre, 'My KPN', and the online account. It also contains a password safe area where all important user data like Wi-Fi or e-mail data can be stored safely. The password safe area can be accessed via the 'My KPN' login and comes in handy when switching computers.

KPN Assistant also provides users with a context-sensitive HTML help which can be accessed from any point of the application.
Like all products of the mquadr.at range, the 'KPN Assistant' stands out by its exemplary user-friendliness and its high automation. Thus, this software is bound to take a lot of workload from KPN’s customer support and to considerably increase customer satisfaction/QoE.

mquadr.at has entered a new market. The KPN Installatie Assistent has been developed, based on mquadr.at's m2webalizer product, for the Dutch market leader KPN. Which means Dutch internet users can now benefit from the user friendliness and stability of mquadr.at products too.

The dual language (Dutch and English) installer makes possible extensive automation, and customer-side setup and configuration of internet access. Modems and wireless routers are recognised automatically, and the configuration is tailored to the operating system installed. The KPN Installie Assistent is optimised for the following access equipment:

• Thomson TG 789
• ZTE H220N
• Arcadyan ARV 7519

All these devices are distributed under the name ‘KPN Experia Box’.

During the initial set up, the installer takes over the configuration of all hardware (including modem and/or WLAN adapter) as well as providing easy to understand instructions for the correct way to cable the ‘KPN Experia Box’. Then the application fully automatically runs through the following steps:

1. Browser configuration (for Microsoft® Internet Explorer and Mozilla Firefox) including selecting start page according to access technology (ADSL, VDSL, fiber optic) and transferring bookmarks.
2. E-mail account set up (including installation of Microsoft® Windows® Livemail, if the customer PC doesn't have an email client installed). The customer can chose between four different email domains (@kpnmail.nl, @kpnplanet.nl, @planet.nl, @hetnet.nl) and receives a summary of their email settings to save/print.
3. Simple and secure WLAN configuration, during which the customer can print the WLAN user data (SSID, PSK and encryption method) and also save a config file (.psk) which can just be imported (including the relevant credentials for this selected WLAN) for the later set up of additional WLANs via USB stick. Additionally, the WLAN can be deactivated on the KPN Experia Box via the application.
4. During the WLAN configuration, there is a check for the presence of a WLAN adapter. If one is not found or it is deactivated, the customer is provided with a selection of supported devices (including installation requirements).
   The following devices are supported: Speed Touch ST121, Speed Touch ST122g, Speed Touch ST123, Siemens Gigaset 108 and Thomson TG122n. Detailed animations lead the customer through all installation processes.
5. All the WLAN setup settings as well as the relevant modem settings are also transferred to the KPN server, to allow speedy resetting of the customer system if required.
6. A special feature is the, ‘2^nd PC Flow” which allows the seamless integration of one or more other computers to an existing WLAN. This can be done automatically (using the config file mentioned above) or manually.

An extensive status report is also integrated in the software, reporting installed drivers and programs, network adapter etc. as well as context-sensitive HTML help, which is available at any point in the setup process.

The self-service concept behind the client software will contribute considerably to relieving pressure on KPN customer support and set a new standard for the Netherlands in customer-friendly internet products.