TROUBLESHOOTING
INTERRUPTIONS OR LONGERLOADING TIMES
EXPERIENCING INTERRUPTIONS OR BUFFER TIMES WITH ONDEMAND
Here's what you can do:
VERIFY YOUR INTERNET CONNECTION USING THE TV DIAGNOSIS TOOL
To access this, please go to Settings > Info > Diagnosis
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 poor performance issues, please proceed to step 2.
If your Internet connection is not stable follow the link below.
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.
If this step does not help you fix the problem, please go to the next step.
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.
CONNECT VIA THE LAN CABLE IF POSSIBLE
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.
If this step does not help you fix the problem, please go to the next step
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
EXPERIENCING INTERRUPTIONS OR BUFFER TIMES WITH ONDEMAND
Here's what you can do:
VERIFY YOUR INTERNET CONNECTION USING THE TV DIAGNOSIS TOOL
To access this, please go to Settings > Info > Diagnosis
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 poor performance issues, please proceed to step 2.
If your Internet connection is not stable follow the link below.
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.
If this step does not help you fix the problem, please go to the next step.
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.
CONNECT VIA THE LAN CABLE IF POSSIBLE
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.
If this step does not help you fix the problem, please go to the next step.
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
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