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Old 06.08.2021, 09:25
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Do I have legal reason for Contract cancellation? (UPC)

Let me start saying, that coming from Germany to CH, I am aware that also there Communication is crappy and the Customer Service is a long waiting Line... And MB is quite poor compare to the World...

Anyhow, now here we just started with UPC (TV + Internet + 2 Cellular SIMS) with a 1000 MB Contract.

We got this White Connect Box which is also connected to the TV Box, so all in the Living Room. Wifi is REALLY bad to non exist around the Flat, except Living Room.

We got from UPC the Wifi Booster, which gives "full" 5 Lines Wifi reception in the area where the Booster is, but guess what? According to the UPC SpeedTest we get there just 20MB with very high MS.

So basically, unaccepted Wifi...

If they do not manage to solve this issue, is there a legal basis to cancel the Contract and move to SwissCom? We do have Rechtschutz here if it helps.

Thanks for any tip !
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Old 06.08.2021, 11:22
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Re: Do I have legal reason for Contract cancellation? (UPC)

Have you tried all the obvious Wifi fixes first like changing channels etc? Placement of the actual router (up high for example) is also massively important - many people stick it behind a TV or near a mirror/window then wonder why its crap when any of those completely ruin the signal.

They have some guidance on placement.

https://www.upc.ch/en/support/intern...-optimization/

Also ensuring your devices use the 5Ghz range not 2.4 will give significant speed boosts (can be a problem if you have older crap laptops/phones) since IOT devices for example all cram on the 2.4Ghz range and you get more contention in general.

Don't necessarily assume that another ISP's router will magically fix your problem is what I'm saying.
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Old 06.08.2021, 12:15
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Re: Do I have legal reason for Contract cancellation? (UPC)

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We got from UPC the Wifi Booster, which gives "full" 5 Lines Wifi reception in the area where the Booster is, but guess what? According to the UPC SpeedTest we get there just 20MB with very high MS.
I don't think they can guarantee ANY speed over Wifi, because that is essentially depending on your house and the position of your device.
Unless the promise something in written together with the booster, but I never had it, only the Connect box. My Wifi was super as long as I was in line-of-sight, one wall was ok, two walls were not.

I have now 1 Gb fiber, testing with ethernet confirms the expectations but working with wifi is not completely acceptable, I am still experimenting with the position of the repeaters and considering how I could lay a cable, if not to the computer at least to the repeater... this to say that changing from UPC is unlikely to easily fix your problems - maybe it will work, but probably just moving or replacing the booster could do it.
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Old 06.08.2021, 12:57
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Re: Do I have legal reason for Contract cancellation? (UPC)

Hi, I have the White Giga Box and can confirm the default WiFi reception. However it's the default WiFi 5GHz ac standard (which can achieve beyond 500Mbps speeds) which doesn't go through the walls, windows, etc

Luckily from the admin panel of the GigaBox I was able to enable also 2.4 GHz standard which has much further range, I can connect to it even from outside of the building.

My speeds are:
- 1Gbps download, 100Mbps upload, via ethernet cable
- 833Mbps download, 100Mbps upload, via WiFi 5GHz limited only to one room
- 90Mbps download, 90Mbps upload, via WiFi 2.4GHz accessible even outisde the building though the farther away the slower it gets (still 30Mbps at least)
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Old 06.08.2021, 12:57
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Re: Do I have legal reason for Contract cancellation? (UPC)

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We got this White Connect Box which is also connected to the TV Box, so all in the Living Room.
I couldn't find "White Connect Box" at UPC website. Is this a Giga Connect Box or a Connect Box (both have white exterior)? Not that it matters a lot, since both devices are not very strong in the wireless network department. Not great for use in any brick, stone or especially steel reinforced concrete buildings.
They have different Wi-Fi signal shapes, but in general try moving the box closer to the center of your living room and check the signal in the desired area - if it helps even a slightest, then there may be a solution within the existing hardware scope.

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Wifi is REALLY bad to non exist around the Flat, except Living Room.

We got from UPC the Wifi Booster... we get there just 20MB with very high MS.
!
0. Speed over a wireless connection is never guaranteed (AFAIK), it is affected by multiple factors, which are not in control of both the device manufacturer and the ISP. Simply moving the connect box 0.25 meter from a wall/another large object or even turning it 30 degrees may drastically improve Wi-Fi signal strength [and data transfer rates, a.k.a speed]. 1000mbps may well be a theoretical top bandwidth available only over a wired connection, but even it is not guaranteed.

Personally, I usually disable built-in Wi-Fi, DHCP, and other non-essential services in the ISP's devices [to use it basically as a modem] and get all of them from a separate Wi-Fi 6 fully managed router (e.g. ASUS RT-AX89X) - one device covers both the apartment, the garden and the cafe on the other side of the street. It is also better to reduce CPU utilization of a weak ISP's device and improve overall performance of your connection.

Also, installation and use of Wi-Fi extenders is not as easy as it looks. In some situations it may even decrease the overall average performance of your wireless network in the apartment due to increased radio frequencies utilization and consequent fall of the signal-to-noise ratio.

1. Some companies are more infamous for their questionable customer service practices, DYOR. I would recommend checking for alternatives in your area and compare the offers. None will be perfect from the box, but considering the low expectations of customer support and almost unavoidable DIY adjustments, that may make sense to pick the best bare bandwidth offer and make it work in your environment with better equipment.
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Old 06.08.2021, 14:45
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Re: Do I have legal reason for Contract cancellation? (UPC)

Years ago when I had UPC Cablecom I had an HP switch (there are much cheaper brands now) installed and two Apple Airport Extremes because the provided router wouldn't reach the bedrooms. That worked well, but that was then. UPC did rent me an extra decoder for a second TV but that didn't carry the WiFi.

In my present flat I recently switched from Teledis (same parent company as UPC I think) because they wouldn't allow me an extra box for our granny flat upstairs. I switched to Swisscom (so copper wire, not fibre optic) and set up a set of three eero Pros. After intervention from the local electrician (1,000 frs, big job, plus another 250 for a new switch and some other parts) I get good TV and good WiFi in both flats. Reinforced concrete walls make that collection of repeaters necessary.

I had to pay Teledis (and UPC too back in the day) for the unused notice period, 2 or 3 months. (I had expected the new occupant in the old flat to take over my account but having said he would, he reneged and went with Swisscom. Swisscom is second best, but I pay 90 frs a month for TV & Internet and the extra box rental, and can't conplain.)
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Old 06.08.2021, 18:33
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Re: Do I have legal reason for Contract cancellation? (UPC)

I get somewhere over 500Mbps (on a 600Mbps contract) on wi-fi, but in order to cover two floors of our house and reach the garage I use a Deco Mesh system with three bases.

UPC Connect Box runs in bridge mode (so is not used for wi-fi).

https://www.speedtest.net/my-result/i/4706141255
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Old 06.08.2021, 20:00
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Re: Do I have legal reason for Contract cancellation? (UPC)

I plugged the UPC box into an existing router as I could not be arsed with changing all of the devices in this house to talk to the Gigabox. That router is meshed with 3 repeaters and the reception on all three floors (and at my neighbours!) is perfect.
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