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Old 14.09.2020, 11:29
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UPC Internet conenction - problem

Hello,

maybe someone will be able to help me as I'm already waiting over a week for technician and it could be that the problem is simpler than it seems.

I ordered recently Internet from UPC. Checked on their website that they provide services in my building and there should be no problem connecting.

However, when everything was setup the modem did not see the signal (and UPC couldn't see my modem).

I have a standard 2-hole wall plug TV socket with radio and TV outputs.

I don't have TV or any other device to check if there's a signal in the socket itself but UPC confirmed it should be. They suggested that maybe it was unplugged or disabled as I didn't use it since moving in (2 years). Could that be possible?

Is the technician (that is busy and for now can't find time and come over...) needed for that? Or is it regie's responsibility?
Someone had this problem and can give any advice?

Thanks a lot in advance for any tips
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Old 14.09.2020, 12:53
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Re: UPC Internet conenction - problem

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I have a standard 2-hole wall plug TV socket with radio and TV outputs.

So what do you connect the modem (router?) to? I guess you don't have a glass fibre connection.
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Old 14.09.2020, 12:58
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Re: UPC Internet conenction - problem

I'm connecting to TV socket, with coaxial cable.
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Old 14.09.2020, 13:46
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Re: UPC Internet conenction - problem

It is possible for you to have a fault in the first circuit that there is no signal in the wall socket.

The second option is to be wired to a switch cabinet in the housing.

Where are you live?
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Old 14.09.2020, 13:51
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Re: UPC Internet conenction - problem

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I'm connecting to TV socket, with coaxial cable.
You would have received two cables with the kit. One of them looks like a regular coax cable and the other one has a 90 turn in it where you plug it into the plate. The 90 cable is used if you have three holes in the TV socket - it plugs into the third hole. If you only have the two connectors rather than three, you need to use the cable that does not have the 90 turn.

You also need to make sure that you are using the cable that they gave you and not some random/old coax cable.

If you are using the correct cable, the next issue could be that the tv cable is disconnected behind the plate. If you can take the plate off you maybe able to see if that is the issue.
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Old 14.09.2020, 14:23
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Re: UPC Internet conenction - problem

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So what do you connect the modem (router?) to? I guess you don't have a glass fibre connection.
He is connecting to a cable TV socket. Obviously, as UPC is a cable TV provider and that is the only socket they provider their service

Some older sockets have a band pass filter which cuts off some of the frequency spectrum, specially the one used by the internet connection. AFAIK UPC or Cablecom as it was known back in the days changed all socket to a newer one which should be compatible. The radio socket is usually still restrict in the spectrum and absolutely not suitable for internet. The one with the pin in the middle is for TV and Internet. If you have three holes, then usually the one in the middle is for Internet (the one where you have to screw in the cable.).

EDIT: I see that UPC actually suggest to plug in the modem in the radio port. In that case the socket might indeed be the problem.
https://www.youtube.com/watch?v=ZnhA0cT6cd0

On the other hand, on their webiste, if I click on the two hole socket, they says you should call them so that they can install a new socket. AFAIK this is free of charge (hence the prohibitiv high monthly fees)
https://www.upc.ch/en/support/cable-...falsch/#2-hole

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They suggested that maybe it was unplugged or disabled as I didn't use it since moving in (2 years). Could that be possible?
Might be possible. It would be the case at my place. Do you have a so called multi media cabinet , usually located near the breaker box? Have look there if a non connected coax cable is dangling around.
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Last edited by aSwissInTheUS; 14.09.2020 at 14:47.
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Old 14.09.2020, 17:30
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Re: UPC Internet conenction - problem

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He is connecting to a cable TV socket. Obviously, as UPC is a cable TV provider and that is the only socket they provider their service

It's becoming 'obvious' that you might not know what you're talking about.
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Old 14.09.2020, 19:59
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Re: UPC Internet conenction - problem

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I'm connecting to TV socket, with coaxial cable.
You can only connect the TV cable straight from the TV to the socket, to get TV channels.

If I understand correctly, you have a two-hole socket. You need to connect the internet cable to the second socket, i.e. internet socket with the extension you have been provided with.

see here:

https://support.business.upc.ch/en/f...r-three-holes/

"If your new facilities have a cable connection with a 2-hole socket, you need the adapter which was sent to you with the modem.

Plug it into the smaller of the two holes and connect your radio on one side and your digital devices on the other side.
If you now have a 3-hole socket instead of a two-hole socket, please unplug the adapter and keep it in a safe place."
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Old 14.09.2020, 22:13
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Re: UPC Internet conenction - problem

FWIW, not much probably, when I unsealed my UPC wall plate all three sockets were simply wired up to the same single wire.
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Old 16.09.2020, 16:50
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Re: UPC Internet conenction - problem

Thanks all for your inputs and advice! It was all very helpful.

In the end I was contacted by naxoo that apparently they disconnected my flat. No technician was needed and once they reconnected me everything worked just perfectly fine

Once again thank you all for your support!
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