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What could cause UPC dropouts?

  • 29-06-2010 07:20PM
    #1
    MJohnston
    Registered Users, Registered Users 2 Posts: 10,705 ✭✭✭✭


    I've just moved into a top floor apartment on Upper Sheriff Street and got UPC Digital+ installed last Friday. Since then its been dropping out for at least 5 minutes in every hour, although with no real consistency or schedule. Sometimes it drops out to a UPC screen telling me to check the box connections. Its a really irritating situation and adjusting all the cabling, the box and the viewing card did nothing to solve it.

    So I figure theres something nearby thats causing the problems, my question is, before I waste my time with the UPC customer helpline, what are the potential causes of this sort of issue?


Comments

  • #2
    djimi
    Registered Users, Registered Users 2 Posts: 13,237 ✭✭✭✭djimi


    Bad cableing, faulty box, could be one of a few things really. If youve adjusted all the cables and resetting the box doesnt help then it might be easier just to get a technician to come out and take a look.

    Did you install it yourself or was it installed by UPC?


  • #3
    MJohnston
    Registered Users, Registered Users 2 Posts: 10,705 ✭✭✭✭MJohnston


    It was UPC installed it themselves, although when I say installed, they didn't have to do too much because the cabling was all there in the apartment block already. No-one has ever lived in this particular apartment before, so I dunno what's going on.


  • #4
    nocal
    Registered Users, Registered Users 2 Posts: 798 ✭✭✭nocal


    Basically it is either a bad signal, faulty cabling or a faulty box.
    Go through the UPC loop.
    Call them, they will ahem "boost" the signal. Call them back when the fault re-appears.
    Set an appointment. A contractor will come out and hopefully measure the signal and possibly replace the internal lead and the box. If the fault re-appears call them back and set another appointment. The person who comes out this time will be more competent and might replace the box with an older Pace one as it has a better engineering diagnostic menu. If he finds nothing but verifies the fault then it will go to the areas outside crew. They will measure the signal and replace anything faulty that they find.
    They will call you if they think they have resolved it or to see if they can gain access to the flat some day to measure it there.

    After each visit call them to ask for an update on your fault. If they do not have one inform them that there is still an issue.

    The only positive is that you do not usually have to wait long for phone calls to be answered. Other than that the above process could take 3-4 weeks to complete.
    They will give you credit for the time that the service is not working correctly.

    When you call them a lot depends on the call centre person that you get. Some will have come across similar issues before and will arrange a visit to your apartment to get the box and cabling checked and others will just follow a script.

    Do not assume that after a visit or a phonecall to them that the issue will be escalated. Call them back yourself after a few days for an update.

    (The above is based on my experience where my multiroom digital kept on breaking up and my HD channels in the main room kept on breaking up. It took 5 weeks to resolve even though the fault was reported within 30 minutes of the installation. Anyway - it looks like it was a faulty amp down the road that was causing the issue).

    Best of luck getting it sorted.


  • #5
    oisin
    Registered Users, Registered Users 2 Posts: 239 ✭✭oisin


    Friend of mine had a similar problem, he got TV from NTL in his apartment first, then a couple of months later he decided to get broadband. NTL came out and installed the broadband.

    Whenever he turned on the PC the TV went crazy. He was getting 0.5Mb on a 3Mb broadband which also kept dropping the connection. NTL tech came out eventually with his hands in his pockets, no tools, had a quick look and said the wiring in the apartment was faulty and advised getting it rewired at his own expense since NTL weren't responsible for internal wiring,

    I had a look as he was convinced the problem was with the PC. I found a small junction box in the hall which contained the NTL splitter which was connected the wrong way around, the input side was connected to the router and the two outputs were connected to the input (NTL feed) and the TV.

    Re-connected it the right way and full BB speed and perfect tv since. Might be worth having a look at yours.


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