Connect box: We have detected an issue. We can help you solve it.

sceh · 2021-08-25T06:36:29+00:00

Sunrise community - customers help other customers with topics related to television, Internet, telephone and mobile. Register now!

sceh

I have been having problems with my connection for years. Techniciens have been from Naxoo and three times last week from Egg-Telsa - who found no problems. When they left the connection was fine for about 5 hours and this morning there is no net again. I have the above message on the UPC site but it doesn’t help much. From reading the dozens of posts about this kind of issue I get the impression the Connect box is unstable and needs either new firmware or changing for a new one.

I have tried to call UPC but to no avail.

For inof, this curent outage has lasted nearly a month…

HELP!

sceh

BTW, my box and cable were both changed in December 2020 and yes, there have been problems in the building since the wiring is a bit old and due to be changed but yesterday’s tests showed that the physical connection is fine and fast so it must either be the box or some bigger issue.

I can’t get through to UPC to get a new box since the only channel is the phone for some odd reason.

What on earth should I do please?

sceh

This site https://www.upc.ch/en/support/service-status/ says everything is available but this site

https://www.upc.ch/en/myupc/service/product-status/?intcmp=servicestatus_body_myupc_link

says the internet and phone are not…

sceh

Bit more info. The service status says the TV cable connection is available.

Assuming this is true, it means the physical line is OK to the apartment and since the signal for the phone and internet are on the same physical line it implies that either the modem is broken or UPC’s internet routers are broken. Correct?

upc_user_he

Hi sceh,

I met exactly the same problem as yours. I guess it’s not our problem. My internet failed suddenly yesterday afternoon, without any touch. Did you fix it yet?

sceh

No. The company that deals with the wiring has been three times in the last week and found no wiring faults and the signal is fine but the box cannot connect. I suspect either the box (which is 8 months old..) or the UPC internet servers are badly configured. I have not found anyone in UPC who seems to understand IP networking so far though.

I might change to Swisscom but it presents equal problems.

I am going to get a new box from Naxoo today and we shall see. The biggest problem is that no-on in UPC takes responsibility and just point fingers at others but customer satisfaction seems to off the agenda. They do have a dedicated phone line for customer satisfaction 0800 900 210 btw

upc_user_he

sceh Okay. good luck!

sceh

BTW, upc_user_he, where are you located?

upc_user_he

sceh I’m in 8050 Zurich. But my internet suddenly works this morning. I think it’s the problem of the company, not your cable or box.

sceh

I have been looking at a number os services which claim that UPC DNS records are badly configured. This could be the root of the problem but I need to check when I have access to the new box. It might explain why the old box continually tries to connect and fails - which it would do if pointing to the wrong address

sceh

https://community.sunrise.ch/u/Daniele_UPC

Daniele - we need your wise council please

sceh

I could well believe that. I understand that outages can occur but in my case it has been a month now and not the first time. I can see that the TV works but the internet and phone don’t so it looks like the problem is indeed in the UPC network but why don’t they fix it/admit it or give some signs of life??

We shall see when I get a new box this evening

sceh

What I like is the message ‘WE’ have detected an issue and ‘WE’ can help you solve it. If they have detected the issue perhaps they could tell me what they have detected? And perhaps they could tell me how they intend to help me solve it?

Weird idea of support..

sceh

I wonder if they realise they are losing 2000 customers per week due to this kind of thing?

sceh

The plot thickens. I got a new box from Naxoo and plugged it in. Same result. The plugged it into another socket which has never been used nad it works! And, so far, continues to work! It is not visible via ‘product status’ though which still shows the old bow as being unavailable.

So the issue might just have come from the chaotic wiring in the apartment block. We shall see..