TROUBLESHOOTING

UPC TV BOX: RECORDINGS NOT AVAILABLE

ALL CONTENT IS TEMPORARILY UNAVAILABLE

Here's what you can do:

stepOutline01

VERIFY YOUR INTERNET CONNECTION USING THE TV DIAGNOSIS TOOL.

To access this, please go to Settings > Info > Diagnosis 

diagnostics-step-1-EN
diagnostics-step-2-EN

If your Internet connection is stable, the checkmarks will appear green. Another indicator is that your Internet speed will be displayed as "high". If all checkmarks are green and your Internet speed is high but you are still experiencing low performance issues, please proceed to step 2.

If your internet connection is not stable follow the link below.

stepOutline02

REBOOT THE MODEM AND WAIT FOR IT TO START AGAIN

Restart the modem. Turn the switch off (shown in the picture), wait 30 seconds and then turn the modem back on. Wait until the modem has completely restarted and then check whether the problem has been fixed. This can take up to 15 mins. 

step4-image-desktop-performance-replay

If this step does not help you fix the problem, please move to the next step.

stepOutline03

REBOOT YOUR UPC TV BOX

Check whether all the cables are connected correctly. Restart the UPC TV Box by carefully unplugging the power cord and plugging it back in after 30 seconds. Wait until the box has completely rebooted and then check if the problem has been solved.

If this step does not help you fix the problem, please move to the next step.

stepOutline04

CONNECT VIA THE LAN CABLE IF POSSIBLE

If the results are poor or not as expected, please connect your device to your modem with the LAN cable. For more information, please follow the guide below.

If this step does not help you fix the problem, please move to the next step.

stepOutline05

TRY USING THE CONNECT APP

To optimise your UPC Internet device, we recommend that you download the connect app to ensure you make use of all of our services. 

Was this not what you were looking for? Click below for other topics.

Qualtrics survey
 

ALL CONTENT IS TEMPORARILY UNAVAILABLE

Here's what you can do:

stepOutline01

VERIFY YOUR INTERNET CONNECTION USING THE TV DIAGNOSIS TOOL.

To access this, please go to Settings > Info > Diagnosis 

diagnostics-step-1-EN
diagnostics-step-2-EN

If your Internet connection is stable, the checkmarks will appear green. Another indicator is that your Internet speed will be displayed as "high". If all checkmarks are green and your Internet speed is high but you are still experiencing low performance issues, please proceed to step 2.

If your internet connection is not stable follow the link below.

stepOutline02

REBOOT THE MODEM AND WAIT FOR IT TO START AGAIN

Restart the modem. Turn the switch off (shown in the picture), wait 30 seconds and then turn the modem back on. Wait until the modem has completely restarted and then check whether the problem has been fixed. This can take up to 15 mins. .

step4-image-desktop-performance-replay

If this step does not help you fix the problem, please move to the next step.

stepOutline03

REBOOT YOUR UPC TV BOX

Check whether all the cables are connected correctly. Restart the UPC TV Box by carefully unplugging the power cord and plugging it back in after 30 seconds. Wait until the box has completely rebooted and then check if the problem has been solved.

If this step does not help you fix the problem, please move to the next step.

stepOutline04

CONNECT VIA THE LAN CABLE IF POSSIBLE

If the results are poor or not as expected, please connect your device to your modem with the LAN cable. For more information, please follow the guide below.

If this step does not help you fix the problem, please move to the next step.

stepOutline05

TRY USING THE CONNECT APP

To optimise your UPC Internet device, we recommend that you download the connect app to ensure you make use of all of our services. 

Was this not what you were looking for? Click below for other topics.

Survey
Qualtrics survey
 

DIDN’T FIND A SOLUTION?

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