Connect pod not working for 2 weeks now

sloggi · 2022-02-22T17:49:23+00:00

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

sloggi

I’ve received my connect pod on 08/02/2022 and wasn’t able to connect it to my network (connect app was throwing an error all the time).

I’ve contacted UPC support the next day and they’ve promised to connect it “manually”, however nothing happened for several days. When I called again, they told me there’s some kind of an ongoing issue and I would be contacted soon. They’ve also opened a service ticket #14563950. However, no one ever called me back and the connect pod is still not working.

Please let me know what’s going on with this “issue” and when the connect pod will be fixed and connected.

Daniele_Sunrise

sloggi Welcome to the community!

We have made the changeover to IPv4, which will be completed in 30 minutes. Restart your modem afterwards. If you have problems, reset your modem. Press the reset button on the back of the modem with a pointed object for at least 25 seconds.

Please test configuring your pod again afterwards.

Greetings
Daniele

sloggi

Daniele_Sunrise hello, it didn’t work. I still got “oops something went wrong message”. The only difference is that this time the error took some time to appear (last time it was instant).

I’m restoring the SSID and the password now, since after the reset the connect box ofc rolled back to the default values

sloggi

sloggi and there’s a new error now, after i’ve restored my original settings: “this pod is assigned to another user”

Daniele_Sunrise

sloggi Can you please communicate the serial number XAAK here? I will be happy to check the pairing after that.

Currently your pod is configured and working fine:

Greetings
Daniele

sloggi

Daniele_Sunrise sure, here’s the serial number:

XAAK1115079D

Daniele_Sunrise

This Connect Pod is working and online. (see screenshot from last post). Can you please reinstall the app again?

Greetings
Daniele

sloggi

Daniele_Sunrise thanks a lot for quick help, Daniele! I can now see the pod in the app after reconnection, and the signal is much better across the flat.

Have a great day!