Regelneef connection problems caused by KPN EVI
[Last updated on 12 May at 1.20 pm]
Since Wednesday 7 May 2025, some Regelneef customers who use KPN for their internet connection have been experiencing connection problems when using Regelneef. This results, for example, in being unable to log in, very slow speeds and error messages.
As everyone in the building uses the same internet connection, these problems are affecting every Regelneef user. By temporarily switching to a different network on a PC (via a mobile hotspot), Regelneef will work normally again on that PC. The problem is therefore clearly related to the internet connection.
The problem is related to Extra Veilig Internet (EVI), KPN’s web filter. Updates and changes were implemented last week, resulting in these issues.
Reports can also be found at https://cspreporter.nl/ regarding emergency maintenance on EVI, and an increased number of issues (EVI performance impact).
On Thursday 8 May, the internet service provider of one of our customers temporarily disabled EVI for the company in question. Afterwards, following a half-hour wait, the router within the company had to be restarted. After doing this, Regelneef was working as normal again. This has now resolved the issue for several customers.
We recommend disabling EVI via ‘Mijn KPN Zakelijk’ (if you are a KPN customer) or via Onebase (if you are a customer of a KPN partner) to resolve the issue for the time being. KPN describes how to disable EVI here: https://www.kpn.com/zakelijk/service/kpn-een-mkb/veiligheid/extra-veilig.
Article on Tweakers:
https://tweakers.net/nieuws/234810/kpn-heeft-last-van-storing-met-extra-veilig-internet-van-een-mkb-abonnement.html
It is also clear from the comments there that all sorts of software are affected by this problem.
KPN is aware of the issue; you can follow developments at https://cspreporter.nl/:
The cause appears to be related to the software upgrade carried out last Tuesday night [...] As there is as yet no solution in sight, preparations are being made to begin rolling back the software at 17:00 to eliminate the impact.
[RESOLVED] EVI performance impact —
Closure notice Friday 9 May 2025, 19:05 —
Engineers have confirmed full recovery following the rollback, so we are marking this incident as resolved.Monday 12 May:
Engineers have received a number of reports of reduced performance on connections where E.V.I. is active. An investigation into these reports has begun and additional expertise from the supplier has been brought in.
Update 12 May:
For most customers, the problem no longer applies as EVI had already been disabled.
However, we are also seeing that customers who have not taken any action may still be experiencing this problem, even though KPN reportedly resolved it on Friday evening. CSP Reporter is now once again reporting EVI performance issues on 12 May.
Our advice: disable EVI now, wait half an hour, and then restart your router to ensure the changes take effect locally.
