Gigabox activation

adrianlondon · 2020-06-11T13:01:31+00:00

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adrianlondon

Hi UPC,

This morning, I received a new Gigabox to replace my Connect Box.

It’s configured, and the admin home page says I’m connected to the internet, but it lies 🙂

I assume there’s an automated process which will port my IPv4 address from my old box to the new one. I’ve left it on for a few hours (with two reboots, because that’s what I do in IT) but I still can’t access the internet.

Not urgent, as the wonderful feature of Wi-Free is keeping me online, but could you give the process a kick for me?

EDIT: Not sure if it’s relevant, but the MAC address (shown under admin/Info) doesn’t match the one you have when looking under “My Products” when logging in on the UPC web page. The serial number is correct, just the MAC address is wrong.

Thanks!

PS to anyone reading this, if you’ve not activated the Wi-Free feature, you should do. It’s very useful whenever you have issues with your own box or cabling (provided a neighbour nearby is also a UPC customer).

adrianlondon

It’s working! It took 6 days but I’m back online and feel welcomed back into the 21st century.

Thanks for all the work you did to organise this @Daniele_Sunrise. I’ll take mny old connect box and the original Giga box to the Basel store over the next few days.

If you have the authority to look at my account and reduce the charges for the 6 days I was suffering that’d be great too.

adrianlondon

Hi UPC,

This still isn’t working.

Last Thursday (i.e. six days ago) I received a new modem. My old one was cut off and the new one not activated. Instead of activating it, the solution was to send me another new modem. After waiting a few days for that to arrive, it also won’t activate.

I have no internet, no landline, and a TV box that laughs at me when I try to use replay, watch a recording, or even watch certain channels.

Wi-Free is keeping me sane, but 6 days to activcate a modem?

adrianlondon

Yep! Unpacked it, connected it, and it’s doing an update. I’ll let you know once it’s finished and activated.

Thanks.

Daniele_Sunrise

@adrianlondon , Your modem was delivered to you today.

Greetings
Daniele

adrianlondon

Thanks again Daniele.

It appears UPC disconnected my old Connect Box so that no longer works. The TV Box won’t connect to Wi-Free (due to the Enterprise security I suspect) and my friendly neighbour is away for the weekend!

I’ll have TV replay functionality back once the new modem arrives, so it isn’t a big problem. Having to live with the slow Wi-Free internet until Monday/Tuesday will be the bigger issue. I’ll survive.

Daniele_Sunrise

@adrianlondon , If your old modem is still working, the UPC TV Box will work. If your old modem doesn’t work anymore, there would only be Live TV. Maybe you can borrow a neighbor’s WIFI? Then you can connect the UPC TV Box via WIFI.

Greetings
Daniele

adrianlondon

Thanks. I guess this will arrive next week.

Will my old Connect Box work until then so I can use Replay and Recordings on my TV box? If not, I’ll have to actually plan my TV viewing and watch stuff live 🙂

Daniele_Sunrise

@adrianlondon , Thanks a lot! 😀 I just got the message that we have to replace your modem again. The exchange has been initiated.

Please excuse again the service interruption caused by the new exchange.

Greetings
Daniele

adrianlondon

Thanks Daniele!

Your fast responses here are always appreciated.

Daniele_Sunrise

@adrianlondon , We will check the discrepancy between your information and the information in our system. You will be informed via SMS as soon as your modem is online.

Greetings
Daniele

adrianlondon

Yes, it’s the one I received yesterday.

As I added in my first message, the MAC address shown in the admin menu doesn’t match the one shown online under “My Products”. The serial number looks the same though.

I’ll send you a photo!

Daniele_Sunrise

@adrianlondon , Is the modem you can see in the screenshot the new one you got by mail on June 11th, 2020? We have a different MAC number in the system (ends with 78:2D)

Can you please send me a photo of the bottom of the modem via private message?

Greetings

Daniele

adrianlondon

Hi @Daniele_Sunrise ,

Thanks for replying. I’ve rebooted a couple of times after leaving the modem on all night and still no go. The box thinks it’s connected to the internet, the status says it’s connected, but I can’t access the internet from any device.

As a further check, I ran the diags from the UPC TV box and that confirms there’s no internet connection.

Daniele_Sunrise

@adrianlondon , The activation is completed. Can you please restart your modem? Please excuse the delay.

Greetings

Daniele