Massive unreported network issues?

chrwin1975 · 2021-12-09T09:51:35+00:00

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chrwin1975

Is anyone aware of whether UPC has massive network issues that they are not reporting? I have signal issues (reported through my UPC app) and after spending almost two hours on hold (058 388 7969 - 25min English line, 1h 15min French line) (0800 66 88 66) (15min French line) there is still no answer. Unless they are severely understaffed, I can’t think of any other reason why it would take this long to get support. Horrendous!

Daniele_Sunrise

chrwin1975 Welcome to the community!

We have checked the signal values and they are ok. But we see that the whole network load is on one LAN port. There is also a Ubiquiti device connected. Please perform a multiple measurement at CNLAB according to the following instructions and report back here with the CNLAB UID.

Greetings
Daniele

helenarigol

Same here. I’ve been trying to get hold of tech service since 8am. At 9.30am I was in the shop and they dont know a thing. They’ve sent an email to the tech team with my customer number and my ohone and then they’ve given me another Gigaconnect Box, but the problem goes on…and no call or information whatsoever from UPC…

The light on Gigaconnect Box is in white, as if the connection is alright. Ive run a diagnotic test on the router config interface and the follwing is displayed:

Your broadband connection is working
Gateway IPv4 adress is not valid
Your broadband connection is down
The temperature of tour connect box is normal
…

This is a terrible customer service… if there is a massive network issue they must say so and have the means to inform customer about the issue, along with an ETA.

Daniele_Sunrise

helenarigol Welcome to the community!

We have checked the signal values and they are ok. We also see that all devices are connected via WIFI.

As a test, we have switched your connection to IPv4. The conversion is completed in 30 minutes. After that, restart your modem. If you have difficulties, perform a modem reset. To do this, gently press the reset button on the back of the modem with a pointed object for at least 25 seconds.

If your error is still present after that, we will ask you for more information about your issue.

Greetings
Daniele

contactmohitg

From last two days, broadband connection is very slow. I am getting wifi speed varying 1-3 Mbps. I hope it get resolved soon.

Daniele_Sunrise

contactmohitg Welcome to the community!

We have checked the signal values and they are ok. But we see that the whole network load is on one LAN port. There is also a Ubiquiti device connected. Please perform a multiple measurement at CNLAB according to the following instructions and report back here with the CNLAB UID.

Greetings
Daniele