KPN is the leading telecommunications and ICT service provider in The Netherlands, offering wireline and wireless
telephony, internet and TV to consumers, end-to-end telecommunications and ICT services to business customers.KPN markets a big portfolio of quality products. Separate brands serve different target groups.At December 31st, 2009, KPN served over 41.2 million customers, of which 33.4 million were in wireless services, 4.7
million in wireline voice, 2.5 million in broadband Internet and 1 million in TV.
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.
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.
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
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:
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
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.
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”.
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
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.
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
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
The recent update includes some essential improvements and updates of the tool that has already been
successfully in use since 2012.
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.
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:
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).
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!“
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 »
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.
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.
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:
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:
The main functions of the application can be accessed directly from the start window:
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
The internet and e-mail assistant includes several functionalities:
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:
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:
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
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.
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