UPC TV BOX REPLAY TROUBLESHOOTING

Help for your UPC products - this is how it is done

Help for your UPC products - this is how it is done

DO YOU HAVE PROBLEMS WITH PLAYING CHANNELS?

You can do this:

stepOutline01

UNDER "DIAGNOSIS" IN THE MENU WHEN YOU GO TO THE SETTINGS YOU CAN CHECK
THE QUALITY OF YOUR NETWORK

Have you checked all devices and the problem is only for your

UPC TV?

Then please check your TV access by going to “Diagnosis” in the menu when you go to the settings.

 

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

EN-diagnosis-M
stepOutline02

IF POSSIBLE, CONNECT VIA THE LAN CABLE

If the results are poor or not as expected, please connect your device to your modem
via the LAN cable.

For more information please follow the guide below.

stepOutline03

CHECK IF THE PROBLEM EXISTS ONLY FOR YOUR UPC TV BOX

OR FOR ALL DEVICES CONNECTED TO THE MODEM

If other devices are connected to your Internet connection, check these devices as well.

If you experience problems on multiple devices, please restart your modem.

Is the problem still there? Then you can find our tips for optimising your wifi here.

stepOutline04

RESTART YOUR MODEM

To restart the modem, turn off the necessary button (see picture), wait for 30 seconds and then turn on the modem again.

Wait until the modem has completely restarted and then check if the problem has been solved.

This may take up to 15 minutes.

step4-image-desktop-performance-replay
stepOutline05

CHECK IF THE PROBLEM EXISTS ONLY FOR YOUR UPC TV BOX

OR FOR ALL DEVICES CONNECTED TO THE MODEM

To optimise your UPC internet connection, we recommend you download the Connect App.

This way you can make use of all our services.

Qualtrics survey
 

Do you have problems with playing channels?

You can do this:

stepOutline01

UNDER "DIAGNOSIS" IN THE MENU WHEN YOU GO TO THE SETTINGS YOU CAN CHECK THE QUALITY OF YOUR NETWORK

Have you checked all devices and the problem is only for your UPC TV? Then please check your TV access going to “Diagnosis” in the menu when you go to the settings.

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

EN-diagnosis-D
stepOutline02

IF POSSIBLE, CONNECT VIA THE LAN CABLE

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

stepOutline03

CHECK IF THE PROBLEM EXISTS ONLY FOR YOUR UPC TV BOX OR FOR ALL DEVICES CONNECTED TO THE MODEM

If other devices are connected to your Internet connection, check these devices as well. If you experience problems on multiple devices, please restart your modem. Is the problem still there? Then you can find our tips for optimising your wifi here.

stepOutline04

RESTART YOUR MODEM

To restart the modem, turn off the necessary button (see picture), wait for 30 seconds and then turn on the modem again. Wait until the modem has completely restarted and then check if the problem has been solved. This may take up to 15 minutes.

step4-image-desktop-performance-replay
stepOutline05

TRY USING THE CONNECT APP

To optimise your UPC internet connection, we recommend you download the Connect App. This way you can make use of all our services.

Qualtrics survey
 

DIDN’T FIND A SOLUTION?

Ask in the community, write to us on social media or call us.

UPC Community

Our experts are there for you.

 
 

Social Media

We also answer your questions via Twitter or Facebook.

 
 

Phone Support

We are happy to help you.