UPC
Giga Connect Box

The connect app after authenticating successfuly cannot read any data from the box. After several minutes just drops “something went wrong” error message and that is it.

My connection works, both ethernet and wifi works as expected in perfect speed, connection stable. Only this app cannot seem to work.. tried logging off multiple times, and restarting the app but same result. I have 2FA active but thats likely nothing to do with it..

I am also trying to use the app while connected to the box via wifi.

Any hints? Thanks

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    Atgar Welcome to the community!

    Since we have too few rights to check in the logs what is not working correctly, I recommend you to contact our support at 0800 66 88 66 for a more in-depth analysis and to create a ticket for further clarification to the specialists.

    Greetings
    Daniele

        6 jours plus tard

        Well, I have asked for a callback as no one willing to speaks English after waiting 20-30 mins on the phone. A callback that I never got at the end. I try my luck next time..

        9 mois plus tard

        I have had the same problem for most of the time I have used UPC services. Sometimes the app can connect and scan, but most of the time it fails. Network seems to be working as it should. Optimization of internet fails as well.

          fugly We have made as a test 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 get back to us afterwards with feedback.

          Greetings
          Daniele

            Thanks Daniele.

            So earlier today the internet went down (assuming when the IPv4 was configured). That would have been good to know when ahead of time, for the future as both my wife and I were working from home at the time.

            I then restarted the gigabox and when that did not get the network up and running again, I rebooted it. I then proceeded to reconfigure from out of the box router back to my original network name. The app found the gigabox again and the UPC horizon box, but nothing else.

            I then installed the 2 connect pods I recently ordered when told by a Sunrise colleague that the boosters were no longer being supported. Didn’t know that. I have since spent much of the afternoon and evening trying to recover the previous performance of my network (only wifi boosters, no pods). We are still not there yet. The app now finds the devices in my network, but when I scan the house, it fails after a couple of rooms and will not finish.

            I feel like since I started with UPC Suisse, there have been periods of good network performance and many periods of poor/non-existant performance. And spent a huge amount of time trying to get the network to perform in my house. Super-frustrating, to be honest and not good value for money.

            If Sunrise has any other troubleshooting ideas to improve performance, I am all ears. But installing and reinstalling apps, boosters, pods, and routers over and over again is not good use of anyone’s time.

            Tom

              fugly Please excuse that you had an interruption because of the changeover. We are not able to plan this changeover.

              We have checked the line and the signal is fine. However, we see a Connect Pod with no devices connected (serial number: XAAK1144043A). Please try repositioning this once. Also, we do not recommend using the Powerline adapters (old) and the Connect Pods at the same time. Please remove the Powerline Booster.

              After that we see two WIFI’s which can generate interferences because they send their own WIFI signal in 5GHz and 2.4 GHz. If they are your devices and the WIFI is not necessary, please disable it (WIFI names: HowzeNet Guest and Hidden Network).

              We don’t see anything else that explains your error.

              Greetings
              Daniele

                Thanks for the feedback, Daniele.

                I have removed the boosters and am only using the two connect pods. The complexity is less and the connectivity is good. The app is picking up all pods and devices.

                My house is 4 levels, each ½ an etage (1.5m between levels). The first pod is about 6m away from the connect box on an inside wall. The walls in my house are open cell brick. CnLab test speed is about 200mb up/100mb down.

                The second pod is about 5m away from the first pod and about 10m away from the connect box. Same wall type. Same up/down speeds.

                My final two questions:

                • Would adding a pod that would be direct sight of the connect box and 5m away from pod 1 & 2 increase the network mesh effectiveness and speed (as best you can tell)?
                • Is it possible to integrate and use Google Mesh (I have an old system) in conjunction with the pods, which would add several pods/hotspots for the mesh in the house?

                Thank you. Any further tests you can conduct from your side to evaluate the setup would be helpful.

                Tom

                  fugly

                  • Would adding a pod that would be direct sight of the connect box and 5m away from pod 1 & 2 increase the network mesh effectiveness and speed (as best you can tell)?

                    It may be that the throughput is then better, because the pods have a mesh system and communicate with each other. I have another question about the data throughput. Are you using any security software on your devices? If so, which one exactly?

                  • Is it possible to integrate and use Google Mesh (I have an old system) in conjunction with the pods, which would add several pods/hotspots for the mesh in the house?
                    This is possible, but it may have the opposite effect, because the same frequencies fizzle out in the middle where they meet and there may be interference. In addition, mesh networks themselves switch the devices to 5/2.4 GHz without interruptions. So if you have a device that is connected to the Connect Pod and it now connects via Google Mesh, you will have an interruption.

                    But you can remove the Connect Pods once and test your Google Mesh and then do a speed test. If they perform better, you can purchase and install more Google Meshes.

                  Greetings
                  Daniele

                    9 mois plus tard