Unable to find channels after moving apartment

agarner · 2023-11-02T20:45:13+00:00

Sunrise Community - Kunden helfen anderen Kunden rund um die Themen Fernsehen, Internet, Telefon und Mobile. Jetzt registrieren!

agarner

I moved apartment a couple of weeks ago, and I duly requested the change with UPC in advance. I was informed via email that the connection had been connected.

Since that time I have been trying repeatedly to re-scan for channels, but I consistently get the error on my Sony Bravia “no services have been found”.

I took with me to the new apartment:

My original TV
CAM+ module
DigiCard
multimedia adapter (with the radio/modem/tv outputs - I’ve no idea if i need this still)
coaxial cables

The old apartment had a 2-plug socket; the new apartment has the 3-plug socket. I’m using the new frequency and network ID for the new address.

I’ve tried every single possible configuration of physical connections, and every TV configuration I can think of.

When I go to my product status I see an indicator that I have an issue with my TV service (“not available” status}, but the help links do not take me to anything useful.

There is a link for “factory reset instructions” which is in fact a dead link in all languages.

I have varying success using the service-status-by-address page - at various times, after submitting the address details it may show:

Nothing at all
Some “due to a technical issue this cannot be shown” message
“Available” for all services

I’ve tried buying new cables and adapters.

I’ve also tried cancelling my subscription, but a chatbot tells me I can only do this between 8am and 8pm. My days are quite busy - it’s only my nights that are reserved for this drama.

I’d prefer to get this working rather than cancel.

Is there any light at the end of this tunnel?

Daniele_Sunrise

agarner Welcome to the community!

First of all, we would like to inform you that you no longer need the multimedia adapter in your new home.

Then I recommend that you carry out a channel scan without the DigiCard. If no channels are found, your connection may be sealed. If you cannot find any channels, please call 0800 707 027 and they will be happy to send a technician to unseal the socket.

If you find transmitters, please contact us again here.

Greetings
Daniele

agarner

Hi @Daniele_Sunrise

Thanks for your reply.

I called the technical support. I mentioned the suggestion that the connection might be sealed, but they didn’t really reply to that point and instead took me through all the steps over a video call. We had no luck and a new cable was shipped to me. I tried the new cable this evening without any success.

I was told that the DigiCard is not really supported anymore, and that if the new cable wouldn’t work then the only option would be to go for an internet package with TV included. Well I have my internet through another provider, and I’m not inclined to change that just for the few TV channels I’m interested in.

So sadly it looks like I’ll be walking away from UPC.

Thanks all the same

Daniele_Sunrise

agarner What happens if you run a channel scan without having inserted the DigiCard? Are channels found?

Greetings
Daniele

agarner

@Daniele_Sunrise I’ve just done another round of testing. It makes no difference at all in any of these scenarios:

with the module and card installed in the TV
with the module only installed in the TV
with the module also removed

In all scenarios the scan stops after about 1 second and says “No services have been found. Please check your antenna connection. Select [Retry] to scan again”

If I do a full/manual Cable TV scan, consistently it will take about 5-10mins searching before giving exactly the same error message.

It truly seems like there is no signal coming from the wall socket (and yes I tried all the ports in that 3-port socket), but as I have no other way of determining this, I have no way to argue it.

Daniele_Sunrise

agarner We have created a technician request for this. You will be contacted within 24 hours to arrange an appointment. Please contact us after the technician visit with feedback.

Greetings
Daniele

JohnWilde

I am having a similar problem, Should I create a new thread? I am new here and don’t know how things work. Navigating the challenges of academic writing became much smoother with the help of this https://paperfellows.com/ college paper writing service The expert writers demonstrated a deep understanding of my subject area and delivered papers that exceeded my expectations. The reasonable pricing and secure platform make it a go-to for anyone seeking quality and confidential paper writing assistance.