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Old 10.09.2019, 14:20
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Trying to reach UPC cablecom customer service- in vain

Apparently they cant be reached via email (contact form) anymore, only via telephone. After repeated attempts of >30min wait time I still can't reach them. Consulting their forums didn't help.


Any thoughts on how to reach them? Being part of Sunrise, would it work if I go to a Sunrise shop?...
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Old 10.09.2019, 14:56
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Re: Trying to reach UPC cablecom customer service- in vain

Think they have a webmail option on the customer service page. Did you try that?
https://www.upc.ch/en/support/televi...hangeday_index
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Old 10.09.2019, 15:43
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Re: Trying to reach UPC cablecom customer service- in vain

You can reach them by using the contact form on this page:
https://support-en.upc.ch/app/ask/1048

Note: the above link is only valid for some topics!
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Old 10.09.2019, 16:22
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Re: Trying to reach UPC cablecom customer service- in vain

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Think they have a webmail option on the customer service page. Did you try that?
https://www.upc.ch/en/support/televi...hangeday_index
It works as a webmail, basically it is the free email service provided by UPC, not a direct way of contacting them.
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Old 10.09.2019, 18:00
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Re: Trying to reach UPC cablecom customer service- in vain

Facebook works....
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Old 10.09.2019, 18:32
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Re: Trying to reach UPC cablecom customer service- in vain

Twitter works.

They did an "update" two weeks ago and are clearly still working through the backlog of resolving the resulting issues...
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Old 10.09.2019, 19:01
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Re: Trying to reach UPC cablecom customer service- in vain

Stop paying the bills, donīt worry, they will contact you.
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Old 10.09.2019, 20:49
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Re: Trying to reach UPC cablecom customer service- in vain

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You can reach them by using the contact form on this page:
https://support-en.upc.ch/app/ask/1048

Note: the above link is only valid for some topics!

Yes, valid for almost all topics but technical support (which i need ), thanks
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Old 10.09.2019, 20:52
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Re: Trying to reach UPC cablecom customer service- in vain

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Twitter works.

They did an "update" two weeks ago and are clearly still working through the backlog of resolving the resulting issues...

Honestly don't feel like going on Twitter only for that (laziness from my side to create an account..etc), but Facebook sounds like a viable alternative.



Yeah I suspected the update (basically my TV box stopped working) and followed all the described steps to reset my TV box, but no luck.
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Old 10.09.2019, 20:56
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Re: Trying to reach UPC cablecom customer service- in vain

Slammer..for some reason I can't quote your text...


It would take at least 2 months from now until they get in touch with me for a delayed bill, and by then....they won't be alone i guess

Last edited by nasa2000; 10.09.2019 at 21:14.
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Old 10.09.2019, 21:20
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Re: Trying to reach UPC cablecom customer service- in vain

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Slammer..for some reason I can't quote your text...


It would take at least 2 months from now until they get in touch with me for a delayed bill, and by then....they won't be alone i guess
That was supposed to be humor, sorry it didnīt spark.
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Old 10.09.2019, 21:56
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Re: Trying to reach UPC cablecom customer service- in vain

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Apparently they cant be reached via email (contact form) anymore, only via telephone. After repeated attempts of >30min wait time I still can't reach them. Consulting their forums didn't help.


Any thoughts on how to reach them? Being part of Sunrise, would it work if I go to a Sunrise shop?...
I sent a message via contact form last week and they called me the very next day. So it works. It may depend on how busy they are. The contact via phone is always a pain.
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Old 11.09.2019, 10:38
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Re: Trying to reach UPC cablecom customer service- in vain

They seem to be easy to contact (Twitter / E-Mail / etc.) for any issues except technical issues.

I contacted them using Twitter/Email for a technical issue and they just told me to call.... I waited around 45 mins before someone picked up.
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Old 11.09.2019, 10:54
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Re: Trying to reach UPC cablecom customer service- in vain

Slammer: "That was supposed to be humor, sorry it didnīt spark."


Mine as well, but it didn't spark either..sorry.
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Old 11.09.2019, 11:26
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Re: Trying to reach UPC cablecom customer service- in vain

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Apparently they cant be reached via email (contact form) anymore, only via telephone. After repeated attempts of >30min wait time I still can't reach them. Consulting their forums didn't help.


Any thoughts on how to reach them? Being part of Sunrise, would it work if I go to a Sunrise shop?...
Contact them in the morning as early as possible, that is logically going to be the quietest time. After work is when everyone calls them.
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Old 11.09.2019, 13:20
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Re: Trying to reach UPC cablecom customer service- in vain

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Honestly don't feel like going on Twitter only for that (laziness from my side to create an account..etc), but Facebook sounds like a viable alternative.



Yeah I suspected the update (basically my TV box stopped working) and followed all the described steps to reset my TV box, but no luck.
Unless you have the latest UPC TV Box, I don‘t think the old ones work. This all started a couple of weeks ago when the changed all the channels about.

We were sent a new box and told to dump the old one at any electrical store...
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Old 11.09.2019, 17:47
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Re: Trying to reach UPC cablecom customer service- in vain

I managed to update our TV, but needed the instructions we got when we first signed up with them (network, bandwidth...) to get it right.

In our case, with a digicard: you have to take it out, and then input the info on the sheet you have from UPC. Then at the very end of all the steps, you place the card back in, and make sure it goes in (the right way) until it can't anymore. Frustrating until the TV starts working again.

It's been a couple of months, but I noticed our internet quality has gotten really bad, on and off all the time , to the point that I am entertaining the idea of switching to Swisscom.

Good luck!
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