General

Can a free Ethernet port be used at the modem?

  • - Business Internet Fiber Power with a dynamic IP address (Technicolor) provides you with all 4 ports and 100 WLAN ports. You can follow the simple instructions to set up the WLAN yourself.


  • - Business Internet Fiber Power with a fixed IP address (Cisco EPC3925) does not provide these ports. These ports are reserved for UPC Business service extensions in telephony.

Can I upgrade or downgrade the Business Internet Fiber Power connection during the contract term?

Your can upgrade free of charge at any time. A downgrade is only possible after 12 months of the contract term have elapsed. A one-off charge (CHF 69.-) applies for the reconfiguration of the bandwidths.

Can the LAN ports on the modem be used freely?

For Business Internet Fiber Power with a dynamic IP address, all 4 LAN ports and the wifi are available in the standard router mode. If the modem is in modem mode, the modem only assigns a maximum of 4 IP addresses. However, there is no protection by the integrated firewall. Only the customer firewall should be connected directly to the DHCP modem in bridge mode. With Business Internet Fiber Power with a fixed IP address, the modem is generally in bridge mode, neither the firewall nor the router are active. A customer firewall can be connected to any of the 4 LAN ports. The customer firewall’s WAN port must be configured to the IP that is communicated by e-mail.

Can the UPC installation technician also make adjustments to my LAN infrastructure?

Configurations and adaptations to the customer’s infrastructure are not part of the installation offered by UPC Business. However, additional services or hardware components can be obtained directly from our installation partners. These must be ordered before the installation date while arranging the appointment with the installation partner.

How can I test the Internet speed?

Please note that the full bandwidth is only available directly at the modem’s LAN port. Wireless connections, on the other hand, are severely restricted and even possible network components, such as customer firewalls, usually have a significant influence on the bandwidth that can effectively be used.

How long after ordering is the Internet connection ready to use?

This depends on how well your property is prepared for connection (e.g. whether it is connected correctly, socket present etc.). Ideally, it should take a few days, usually 2-3 weeks when construction measures are being carried out on the property.

Is the bandwidth guaranteed with Business Internet Fiber Power?

Internet Fiber Power Services do not guarantee bandwidth, they comprise a “best effort” service. UPC provides the best possible performance corresponding to your subscribed bandwidth. For example, depending on the time of day, peaks in use can temporarily reduce the bandwidth of individual users. Please note that the full bandwidth is only available directly at the modem’s LAN port. Wireless connections, on the other hand, are severely restricted and even possible network components, such as customer firewalls, usually have a significant influence on the bandwidth that can effectively be used. Guaranteed bandwidths are available from UPC Business Internet Symmetric or via optical fibre.

What do I need to note regarding on-site installation?

For the on-site installation it is important that a contact person is present who knows about the modem location and has access to the corresponding rooms. The hardware supplied in advance by UPC must be made available. For installations with a FIX IP, the customer infrastructure must be adapted by the customer/customer IT. When installing Digital Phone or Virtual PBX behind a customer firewall, the customer IT must make the necessary adjustments during the installation.

What is an Internet service with a dynamic IP (DHCP)?

Internet with a dynamic IP ( DHCP) is the standard if a static IP for a private web server or e-mail server is not necessarily needed. The DHCP modem already includes a wide range of functions, such as a firewall, a router and wifi. DHCP devices can be operated largely configuration-free on the UPC Business’s DHCP modem. If you use your own firewall/router, the modem can be switched to bridge mode or the firewall can be operated with the DMZ function.

What is an Internet service with a static IP (FIX IP)?

An IP address is a unique identification address assigned to each device which is connected to the Internet. Unlike dynamic IP addresses, fixed (or static) IP addresses do not change. They are used, for example, for the operation of personal e-mails, web servers or for remote servers, remote maintenance access or VPN constructs.
If a service with a fixed IP has been ordered, you will receive a cable modem with a static IP. The FIX IP service includes neither DHCP routers, nor a firewall nor wifi. A separate customer firewall must be used for the customer LAN infrastructure.

Modem/Router

Can I also install the modem myself?

This is possible in exceptional cases. Normally, however, all Internet connections are always installed on site by the installation partner appointed by UPC Business. This guarantees that all connections are installed to meet business needs and that all the functions are working correctly. In addition, the technician measures the signal from the TV socket on site. If necessary, he or she has the option of adjusting the signal and optimising it if the achieved bandwidth is not within the normal range. If there is a more serious deviation or malfunction, UPC Business will also call in a specialist.

Can I keep using my old modem?

No, UPC provides its own modem during installation, the price of which is already included in the service costs. This is necessary in order to guarantee functionality and efficient support.

Can I purchase a firewall/router from UPC Business?

UPC Business does not offer the corresponding hardware. Ideally, you should obtain the corresponding hardware from and have it installed by an IT service provider. Alternatively, hardware and installation services can also be obtained from our installation partners. However, this must be ordered in advance when making the appointment.

Can the modem also be used as a router and a firewall?

With Business Internet Fiber Power with a dynamic IP address (DHCP), a router and a simple firewall are integrated into the modem. The modem can also be operated in bridge mode if you wish to use your own firewall / router. For Business Fiber Power with a fixed IP address, a separate firewall/router is absolutely necessary; only a pure cable modem is provided.

Can the WLAN function be switched off with the DHCP modem?

The wireless function can be deactivated directly in the Admin area of your wifi router: Enter 192.168.0.1 in the WWW address line, the user name and the password are on the back of the modem. Click on the “Wireless” area at the top of the Admin area. You can set the function to “Deactivated” in the “Basic settings”. Confirm the change by clicking on “Save”.

Do I need a separate wifi router if I want to set up a wifi connection?

In the case of Business Internet Fiber Power with a dynamic IP address, the wifi router is already included in the modem. An internal wifi network and a guest network with password access can be used. An extension option with wifi access points and various access methods can be ordered. No router is provided for service with a FIX IP.

How can I deactivate the Wi-Fi function on the Technicolor 7200 modem?

The wireless function can be deactivated using the small button on the side of the Wi-Fi router. To do this, simply click briefly on the button and the wireless function is deactivated. You can reactivate the wireless function by clicking briefly on the button again. You can also deactivate the wireless function directly in the Admin area of your Wi-Fi router: To do this, enter 192.168.0.1 in the www address line and use “admin” as the user name and password or use your personalised login. Click on the “Wireless” area at the top of the Admin area. You can set the function to “Deactivated” in the “Basic settings”. Confirm the change by clicking on “Save”.

How can I deactivate the Wi-Fi function on the Technicolor TWG870 modem?

The wireless function can be deactivated using the small button on the side of the Wi-Fi router. To do this, simply click briefly on the button and the wireless function is deactivated. You can reactivate the wireless function by clicking briefly on the button again. You can also deactivate the wireless function directly in the Admin area of your Wi-Fi router: To do this, enter 192.168.0.1 in the www address line, leave the user field empty and use “admin” as the password”. Click on the “Wireless” area at the top of the Admin area. You can set the function to “Disabled” under “Interface”. Confirm the change by clicking on “Apply”. The wireless function is now deactivated and your Internet connection now only works by means of a direct connection via a network cable. To reactivate the wireless function, proceed as described above, but change the setting to “Enabled” under “Interface”.

Internet Backup

01. How can I benefit from the Internet Backup option?

The requirement for the Internet Backup option is the purchase of a Business Internet or a Business Package subscription. In addition, Internet Backup can only be used with the backup stick supplied by UPC on a UPC Business Internet modem (Hitron modem) with a dynamic IP (DHCP).

02. How do I set up the Internet Backup?

You can put the fail-safe Internet Backup into operation independently. Internet Backup is automatically configured as soon as the backup stick is plugged in and the Hitron Modem is restarted.

03. How can Internet Backup be used?

Internet Backup can only be used with the backup stick supplied by UPC on a UPC Business Internet modem (Hitron modem) with a dynamic IP (DHCP). It serves as fail-safe and may only be used if the main cable connection has failed or is affected by a network outage. Switching over to the backup connection takes place automatically.

04. How can the Internet Backup be checked to see if it is ready?

The Internet Backup can be checked to see if it is ready by checking the status display in the mybusiness customer portal. Alternatively, you can check to see if it is ready in the user interface of the Hitron modem. The access data to the user interface are located on the back of the modem.

05. How good is the performance of the Internet Backup line?

The performance of the 4G backup line depends on the signal strength and the current network load of the mobile network. This means that performance may vary. There is no guarantee of the bandwidth available or the voice quality for VoIP telephony. The average value for 4G in Switzerland is about 25 Mbit/s downstream and 10 Mbit/s upstream.

06. How can the performance of the Internet Backup line be improved?

“Mobile RSSI level” defines the signal strength of mobile reception (scale 1 to 32; 1 = weak signal). Poor reception can lead to performance limitations. In order to achieve the highest possible RSSI level, the modem should be positioned so that the backup stick is as free as possible. If required, a USB extension cable can be used to connect the backup stick (however, this is not included in the scope of delivery).

07. How can the signal strength of the Internet Backup line be checked?

The signal strength can be checked on the status display in the mybusiness customer portal.

Alternatively, the signal strength can be seen in the user interface of the Hitron modem. The access data are located on the back of the modem.

08. What do I do if the main line fails?

  1. 1. Check whether the TV connection cable is correctly connected to the TV socket and the modem.

  2. 2. Restart the modem (switch it off and on again with the power button or briefly interrupt the power supply).

  3. 3. If the modem no longer establishes a connection via the main line after restarting, please contact support: 0800 008 007 /support@upc.ch

09. Does telephony work via the Internet Backup?

The performance of the 4G backup line depends on the signal strength and the current network load of the mobile network. This means that performance may vary. There is no guarantee of the voice quality for VoIP telephony. The suitability also depends on the number of simultaneous calls and the simultaneous utilization of the backup line by the data usage.


If the backup performance for your telephony is not sufficient, we recommend redirecting incoming calls to mobile phones during the outage phase.


For UPC SIP phones, immediate redirection can be activated or deactivated by entering a code on the phone:


Immediate redirection on: *21*destination number#

Immediate redirection off: #21#


Alternatively, call forwarding can be activated at any time via the voice portal.

10. Does Internet Backup also work in modem or bridge mode?

No, the router mode is a prerequisite so that the fail-safe works via the Internet Backup stick. So the modem mode is disabled as soon as the Internet Backup option is configured. If a customer firewall is used, we recommend connecting it via DMZ as an alternative to the modem mode. The DMZ function is described in the user manual “UPC BUSINESS Internet DHCP”.

Business Secure Web

01. How can I benefit from Business Secure Web?

The prerequisite for Business Secure Web is the purchase of a Business Internet or Business Package subscription.

02. How do I set up Business Secure Web?

Business Secure Web will be automatically activated by UPC Business. You need no additional hardware and you have access to the dashboard via our mybusiness customer portal.

03. How can Business Secure Web be used?

Business Secure Web can only be used with an Internet connection from UPC Business. Business Secure Web protects you from common web threats such as phishing and malware by automatically blocking access to dangerous websites. If required, additional blacklists can be created for access to unwanted websites.

04. How can the readiness of Business Secure Web be verified?

Via our customer portal you have access to the dashboard, where it is possible to view your Internet activity, the status your Business Secure Web and other interesting details. When using a Roaming Client, you can see the status directly in the toolbar of your device.

05. Does Business Secure Web affect the Internet performance?

Business Secure Web does not affect the speed and latency of your Internet connection at all, because it is on the DNS level.

06. How does Business Secure Web work?

Business Secure Web uses the cloud security infrastructure from Cisco. You benefit from the world’s leading Internet security technology, the Cisco Talos Intelligence Group, without having to make complicated configurations or installations yourself. Business Secure Web will be automatically activated by UPC Business. Your employees install a simple roaming client for immediate protection at home or on the go. If required, the protection can also be activated for the entire customer LAN via simple configuration The intelligent DNS security identifies harmful domains, IPs and URLs and blocks them before they have a chance to attack your network. Business Secure Web thus offers efficient protection against phishing and malware attacks.

07. What does Business Secure Web protect?

With Business Secure Web, all devices equipped with the roaming client are automatically protected at the DNS level. Regardless of which Internet they are connected to (e.g. to a public WLAN or at home). If the protection is extended to the local customer LAN (with FIX IP Internet by adjusting the DNS server addresses, with DHCP by an IP updater), all devices in the LAN are directly protected even without installation from a roaming client. You are not protected if the DNS servers of your firewall are not configured according to our specifications (FIX IP Internet) or the IP updater is not active in the LAN (DHCP Internet), or if mobile devices outside your LAN infrastructure have no roaming client installed.

08. What is the difference between Business Secure Web and an antivirus program or firewall?

“Business Secure Web protects you effectively around the clock from accessing harmful websites (phishing, malware etc.). Not only in the local network, but also on the go or in home office on your laptop. While firewalls and antivirus programs only become active when an attack is taking place, Business Secure Web does not wait until after an attack starts or malware has been installed or a system has been infected with a virus. The Cisco Talos Intelligence Group analyses global Internet activity, and constantly monitors new relationships between domain names, IP addresses and autonomous system numbers (ASNs). This visibility makes it possible to detect and often to predict where attacks are being prepared and will occur, before they even start.

Typical attack chain from the perspective of firewall/antivirus
Without seeing where attacks are taking place, each step appears unique and isolated. Identifying and blocking harmful activities and connections is difficult.
The primary focus is on processes directly on the device, such as execution or installation of malware.

Typical attack chain from the perspective of Business Secure Web:
The Cisco Talos Intelligence Group monitors and analyses the global Internet infrastructure to detect how attacks are prepared and launched. In this way the patterns are recognised and it is possible to stay one step ahead of the next steps in an attack. Harmful activities and connections such as callbacks are recognised and blocked at an early stage.

09. Does Business Secure Web replace your existing firewall or antivirus programs?

Business Secure Web provides very effective protection on the DNS level and is the first line of defence. It gives efficient protection against harmful websites or phishing (attempts to get at the personal data of an Internet user through fake websites) or ransomware (malware which blocks the computer or encrypts data stored on it).

A firewall, on the other hand, primarily offers protection in the port- and protocol-based area and offers good protection against hacker attacks.

An antivirus program in turn protects the script and software area. It combats ransomware, Trojans, viruses and other malware which has already gotten to the computer and prevents their installation or execution.

Business Secure Web offers only limited protection against malware which gains access to the device by other means than accessing a website (e.g. e-mail attachments, USB sticks or unsafe downloads). Business Secure Web provides supplementary protection in addition to existing security concepts such as firewalls and antivirus programs.

10. Does Business Secure Web also work during a failure of your Internet connection?

If you have another means of access to the Internet and have installed a roaming client on your laptop, the protection also works during a failure of your network connection.

11. What does Domain Name System (DNS) mean?

The Domain Name System is a fundamental component of the Internet which links a domain name with the associated IP address. When you click on a link or enter an URL in the browser (such as www.upc.ch), the DNS query initiates the process of connecting the respective device to the correct server.

IP-Address

Are IPv6 addresses also available with Business Internet?

For Business Internet Services with FIX IP (IPv4) up to 600/60 Mbps an IPv6 dual stack can be ordered for free. With UPC Business’s dual stack, a native IPv6 /48 range is added to the existing IPv4 range. From this /48 the customer firewall can receive a /60 upon request (if the IPv6 WAN side is active), assigned by the modem via prefix delegation (PD) to address the customer network. The device connected directly to the Hitron modem (usually the firewall) must therefore support prefix delegation (PD). The IPv6 is only activated on customer request. Requests can be sent to: sohofulfillment@upc.ch

Can I keep my public IP addresses?

This is possible if the IP addresses are registered/entered at RIPE. Otherwise the IP addresses belong to the respective provider and cannot be ported.

Can I make a reverse DNS entry for my IP at UPC Business?

This is possible; a request must be made by e-mail with details on which domain name the IP should be identified with. Example: 213.133.106.33 -> demo.your-server.de

Can I take the fixed IP addresses with me from UPC Business to another provider?

Fixed IP addresses are the property of the respective telecommunications company and therefore cannot be transferred/ported.

What does the Business Internet with a FIX IP contain?

An IP address is a unique identification address assigned to each device which is connected to the Internet. Unlike dynamic IP addresses, fixed (or static) IP addresses do not change. Fixed IP addresses are used, for example, for operating your own e-mail or web servers or for remote servers, remote maintenance access or VPN constructs. UPC Business offers you two possibilities: with or without your own customer firewall.

Fixed IP address for customers without

their own firewall (with DHCP Internet)

CHF 10.–/month

Fixed IP addresses for customers with an

existing firewall on their own network

from CHF 20.–/month

For more information, see the separate information sheet “Fixed IP addresses

WLAN Powerline

01. What is the WLAN Powerline Set?

The WLAN Powerline Set is a WLAN booster. It consists of a transmitter (adapter A) and an extender (adapter B).
The transmitter is connected to the modem via the mains cable. The extender is connected to the power supply and extends the signal via WLAN or the mains cable.
Important: Both adapters must be connected to the same power circuit, otherwise the signal cannot be transmitted. In addition, cable lengths of 300 metres should not be exceeded.

02. Can additional WLAN Powerline Extenders be added to an existing network?

The initial WLAN Powerline Set can be extended with additional WLAN Powerline Extenders. In this way, several WLAN Powerline Extenders can be added to a Powerline Adapter to provide an optimal WiFi signal in additional rooms.

03. Do the extenders have their own SSID and passwords?

The extenders have their own SSID and passwords. If you use a Connect Box or Hitron modem with DHCP, the extender can automatically adopt the SSID and password of the modem (via the WPS function – see the Quick Installation Guide for more information).

04. How can I configure the Powerline Adapter manually?

To change the wifi network as well as the name and the password, you can register on the device at http://upc-ap/. You will find the login information on the enclosed sticker or on the reverse of Adapter B.

05. Can it be used with a fixed IP address?

The extender cannot be used with Internet with a fixed IP address. However, a professional alternative is available with the access point solution “Option Business WiFi”.

06. How do I optimise the performance of my Powerline adapter?

The Powerline adapters should be connected directly to a socket and not to a multiple socket outlet. Sources of interference, such as chargers or dimmers, can also reduce the performance of the adapter.

Any other questions?

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