MeinWLAN: improved features for individual support - NetCologne rewrites customer service

With the new and improved MeinWLAN app, NetCologne is taking a step further in customer service and empowerment of the user: with targeted assistance for NetCologne’s customers and their individual challenges in everyday Internet life. Two core features have been completely reworked so that customers can now even more precisely track down and eliminate possible sources of error for poor Internet: MySpeedtest and the diagnosis function.

The new MeinSpeedtest

MeinSpeedtest is a new proprietary development of the Cologne-based Internet provider tailored to the needs of NetCologne customers. MeinSpeedtest not only measures Internet speed itself, but also the speed of the connection between end devices such as smartphones or tablets and the Wi-Fi router. In addition, further backend checks can be independently switched on by NetCologne via the server specially designed for MeinSpeedtest, and thus the MeinSpeedtest and the measurements taken in the process can be controlled according to the situation.

MeinSpeedtest basically thinks beyond the sphere of one’s own household: extensive measurements of ping, upload, download and Wi-Fi throughput provide an overall picture that can be used to identify sources of errors more easily. A graphic display shows at a glance in which area a possible error can be detected: in the user’s own home network or already on the delivery route to the Wi-Fi router. Following the service concept, customized suggestions for improvements are displayed for individual problems (based on the measurement results) to help the customer find a solution as quickly as possible. These recommendations to improve the current situation can also be controlled, adapted and extended by NetCologne. In this way, NetCologne can, for example, react to critical problems in the infrastructure or the like at any time, independently of an update of the app.


Diagnosis: individual and targeted

The improved diagnosis feature in the MyWLAN app has been expanded to include manual diagnosis in addition to the automatic diagnosis. As before, the automatic diagnosis enables a quick sanity check of all important parameters related to the Wi-Fi. The customer can rely on an automatic analysis that displays the checked values and any errors found, along with suggested solutions.


Alternatively, with manual diagnosis, the customer has the option of narrowing down his problem in more detail by means of a dynamic question catalogue. In a step-by-step analysis, the customer is being proposed different areas within the specific problem is located. After selecting the topic of his problem, the customer provides information on the frequency and the devices on which the problem occurs. Once the problem has been outlined, the customer can check the information again and change it if necessary, or start the analysis directly. After the analysis has been completed, the customer receives a result in which one or more problems are diagnosed, possible causes for them are named, and appropriate solutions are suggested. The solution, such as a Wi-Fi router optimization or the change of the Wi-Fi channel, can be triggered conveniently from the smartphone with a single click.


However, if it is not the right moment to restart the router, the MeinWLAN app can be used to remind the user of the optimization options at a later time.

At the end of each manual repair, the user is asked whether the problem has been improved or solved. If the customer performs an automatic repair, he can select a reminder function: he can be asked again in 24 or 48 hours whether the performed repair has improved the situation. Since the automatic repair is often associated with a router restart, the customer is thus given the necessary time to actually evaluate a possible change in the situation.


General improvements

In addition to the extensive improvements for the speed test and diagnosis, several other areas have of course also been optimized with this release: the entire MeinWLAN app has been brought up to the latest technical standards and various performance and UX improvements have been made. Also CI-compliant wording and color schemes have been updated. As a result, the MeinWLAN app in version 2.1 offers many new and exciting functions, both technically and in terms of customer experience.