error code 1001

ainatt · 2016-03-29T22:14:35+00:00

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ainatt

I have just connected the box and getting this error,but all cables looks well connected.could you please help me to install it?

nafisjedriel

thanks for sharing could you tell me how do you fix it ?

Michaelhello

Hi @Lauren

You can fix it by plugging the cable with an adapter into the right socket if you have a 2-hole socket. You can fix it by plugging the cable without any adapter into the smallest socket if you have a 3-hole socket.

https://www.upc.ch/en/support/tools/correctly-wired/2-hole/horizon-installation/

https://www.upc.ch/en/support/tools/correctly-wired/3-hole/horizon-installation/

Kind regards,

Michael

Lauren

Hi Michael,

Whenever I call the helpline number it disconnects me before putting me through to an advisor.

I have checked the socket and my cable is plugged into the left one, which says TV. But still I’m getting error code 1001.

Rather than speaking to someone else who will ask if it’s plugged into right socket can you please explain how to fix it!! I need wifi to set up my Dutch phone so it’s very important this is sorted quickly!!

Thanks,

Lauren

Michaelhello

Hello @Lauren, welcome to te community.

During the weekend this is more complicated to have an English-speaking person on the helpline. You can send a private message to @Anina or @UPC_Ex_Mod with your customer number, phone number, disponibility for a call and the link of your post. One of them will transmit your case to the support next Monday.

Kind regards,

Michael

Lauren

I keep getting error code 1001. I’ve tried calling but there aren’t any English options on the help line. I can’t even set up my Dutch phone because I don’t have any internet access. Please can someone call me ASAP

Michaelhello

Good afternoon @ainatt,

Welcome to the community!

This error means that the installation is incomplete because the Horizon Box is receiving any signal. Please, verifiy again the cables.

Here are the installations instructions : http://www.upc-cablecom.ch/content/dam/www-upc-cablecom-ch/Support/manuals/en/hrz/UPC_Welcome_to_Horizon_QuickGuide_0515_e.pdf

If you have the option number 2, you have to plug in the cable in the left hole and not in the right one. Don’t forget to add the adapter if you have the option number 2.

If the problem persists, you can call the hotline : 0800 66 88 66 (free)

Kind regards,

Michael