UPC box keeps shutting off

Axwell

My digital box was acting up last night and channels were freezing and cutting out which I put down to the weather. At one point the phone and broadband went aswell but returned about 20 mins later so I plugged the box out and plugged it back in a few times and it came up on the display as loading. Now when I turn it on RTE 1 comes up for about 3 seconds on it with perfect picture etc then the box just shuts itself down. Anytime I try turn it on I get the same thing.

Any ideas??? Im living in the City Centre, anyone else having problems?

_Whimsical_

I had the same problem last night for an hour or two. The UPC box kept turning itself off everytime I turned it on. The picture was perfect during the few seconds it worked each time. Then it would power off and the front panel of the box ,where the clock is, would go blank and then say "Loading>>>>>>>>". It continued for over an hour despite numerous times plugging it in and plugging it out. Then suddenly it righted itself.

As I only had UPC for a little over 24 hours at the stage I rang UPC where they very helpfully barked down the line that they had no idea what the problem was "but there MAY be a problem". They couldn't comment on when it would be fixed but said engineers were working on this possible problem. I asked if it would be hours or a case of weeks. Answer : "I couldn't possibly comment".

It's like Max Clifford trains their phone support people! I'm just counting myself lucky it's fixed itself now.

Axwell

Thats the exact same problem unfortunately mine hasnt fixed itself yet! May ring them tomorrow if it doesnt fix itself. I rang them last night around 730 but was on hold for 20 minutes before it rang as if someone was about to take the call before being put on hold again, so I just got fed up and hung up at that stage.

Appleblossom42

Very same thing happened mine just as XFactor started on Saturday night. Seemed ok then after about ten minutes. Wonder why this happened, really odd.

_Whimsical_

Let us know how you get on Axewell if you ring. It's a bit strange that it would be a country wide problem yet affect some people for longer than others. I'm in Galway.

Jayd0g

We've a similar problem with our box. It shuts off completely at random times, requiring a button press on remote to start up again.

When this happens scheduled recordings have to be restarted when it powers back on or it won't record the rest of the program.

Quite annoying, will be ringing the installation agent in next day or two.

We're in Kildare, I'm leaning towards it being a hardware fault.

lollypopsem

Jayd0g wrote: »

We've a similar problem with our box. It shuts off completely at random times, requiring a button press on remote to start up again.

When this happens scheduled recordings have to be restarted when it powers back on or it won't record the rest of the program.

Quite annoying, will be ringing the installation agent in next day or two.

We're in Kildare, I'm leaning towards it being a hardware fault.

very interesting. My box has been turning itself off at least once every day / every 2 days for the last couple of weeks. Am in kildare aswell. when i rang UPC they just told me it was a software problem and they were looking into it. could you let me know what they say to you when you ring? it is so annoying. Sometimes deletes the recording schedule and have to go in and re record everything. So annoying when have a number of series linked to record!!!!! And yep anything that was recording before the shut off has to be clicked to record again to get the rest of it. very annoying as always seems to happen in the evenings. Had originally put it down to updates but they cant be doing it nearly every day and if it is, surely they could do it in the middle of the night and not in the evenings!!!!

Appleblossom42

Acted weird again around 4pm and reset came up but I ignored it and went off. Came back a few minutes ago and it was back to normal, no reset requirement. Very confusing! :eek: What I did notice is that now it alerts you when you're about to leave a paused programme. This is a great addition as I don't know how many times a button has been pressed by accident and it automatically went back to live. Maybe all this stopping/restarting was due to this upgrade. Good news anyhow.

Eamo71

Folks, there's a new function in the update that puts the box into standby if it's not in use or interacted with for X amount of time. You can go into settings and the power saving option and either turn it off or set it to your preference.

Axwell

Rang on Monday and got through to a helpful lady who ran some checks and got me to try a few things but to no avail so setup a call out, the best they could do is tomorrow (Friday) morning. Missed a phonecall on Tuesday morning with an automated message saying the reported fault is fixed, great..so I go home Tuesday night and all seems fine. Something came across the display at one point which I pressumed was an update of some sort. Came home last night after a long day to sit down to watch the Apprentice on BBC and the same fecking thing is happening. I rang and got a message first saying I had an appointment for Friday did i want to confirm it, considering they had rang rang to say it was fixed I was suprised to hear this but confirmed it anyways. I then got through to this absolute idiot of a woman. I explained i had rang already and the issue and she said yes I can see you are down for a call out on Friday. I proceeded to say that I got a call from UPC telling me it was fixed on Tuesday which it was so why wasnt it working again now, what had they done since that messed it up again?? She says again well I can see you are still down for a call out on Friday.

At this stage I was raging and said look are you stupid the only reason Im down for a call out is because literally 2 mins ago I confirmed it before getting through to you, check the log..followed with silence and then typing..."oh yeah" she says..well its probably best you wait for them to look at it. So again I pointed out that they rang me to tell me it was fixed, now they have done something and its broken again and that it wasnt good enough. I havent had tv since Saturday 7pm apart from about 2 hours I watched on Tuesday night so I said I assume there will be a rebate for this because there is no way im paying when I dont even have tv. She said yes but I would have to ring customer care again after its fixed and request it but that the fault was logged. So now im waiting on them to call out tomorrow and try and fix it.

Will update after they are here but not holding my breath for an instant fix!

Axwell

Eamo71 wrote: »

Folks, there's a new function in the update that puts the box into standby if it's not in use or interacted with for X amount of time. You can go into settings and the power saving option and either turn it off or set it to your preference.

The fault thats happening means you cant go into any menus, the box shuts itself off literally 2 seconds after it comes on so you cant get near anything.

Mountjoy Mugger

Axwell, I think your issue is not the same as most others.

Mine was getting shut off in the middle of the night/morning. I must try this slution when I get home.

Axwell

UPC engineer called round and after looking at it and trying a few things rang one of the other Engineers who knew nothing about this happening before to anyone else. Ended up replacing the box so am just waiting for the install process to complete but seems fine.

Kintarō Hattori

Did you actually call the second woman stupid?

mickeyboymel

Have 2 HD Boxes and one took the latest update fine and have set the standby function to trigger after 3 hours and use "low" power consumption in standby - perfect, box goes to sleep - even the display, but records and although it takes slightly longer to boot up I can live with that as its using less energy when in standby.

On the second box tried to use the sme settings but on this box, when it goes to sleep in low mode, it literally goes to sleep, as its fails to record and once turned back on it cannot even find a signal and has to be rebooted completely at the switch on the back.

jonathanmatt

@Axwell

I've been having the same problem for ages with the non HD box

Had a black one at first, they replaced it with the silver one, but still had the same problem

An tech guy called to the house today and said that there is a software fault with these boxes, and he was absolutely assuring me that an update from the manufacturer is going to be sent to the boxes next tuesday 23/11/10

So it sounds like a firmware problem, which is to be updated

He said that the tech guys are all aware of this, and that it has also been communicated to customer service

Let's see...........

J

Sheep Shagger

Am having the same problem but its switching itself off during the middle of the night, wouldn't bother me much but it means if you have it set to record that function doesn't work

jonathanmatt

Box became unusable last night, turning off every 10 mins or less, requiring unplugging to reset it

Rang UPC this morning to see what they could do ... Spoke to Gordon who was officious to the point of just laying down the law ... Thought I was talking to tech support service but it was more like talking to customer disservice abuse. Just told me I would have to wait 1 week for a call out, and that we would get refunded for any days without TV, which would have been a week. He was not in touch with reality at all, didn't even try to help and I think he's probably new/inexperienced

Hung up on him and rang back, got Jane who was really helpful. She actually tried to help, and told me how to do a factory reset - This deletes all settings, including the DVR planner, but not the programmes already on the hard drive. I decided to try it as I couldn't watch tv or record, so no loss really.

Factory reset worked a treat, the box is back to normal. Now it should be able to receive the firmware update on Tuesday

The various versions of software in the box at the moment are below - will check again after Tuesday and see what changes:

hardware 62upc01
software 3.8.0.2a1"
bootloader v 04.07.04.07
smart card software dnasp142 rev g02
ca decoder software v cak6_d3 1.4.1
ca decoder software v 2.1.5
cao version r2.9.4.6.3.cak141

DeadParrot

my upc box is now saying it is being updated
silver box basic package

Fistycuffs

Sheep Shagger wrote: »

Am having the same problem but its switching itself off during the middle of the night, wouldn't bother me much but it means if you have it set to record that function doesn't work

The recent update has new power saving settings one of which is that the box will turn itself off after x hours of being idle. You can change this in the power saving settings menu to increase the time before it shuts off if you want. That might solve your problem .

Zaph

My silver non-HD box started a software update around 7pm on Saturday (who schedules these things anyway?). At 1pm on Sunday it was still at it, making some weird sound every 10 seconds or so. Rang UPC and they tried a couple of things, but she said she couldn't see any signal from the box so now I have to take a half day on Thursday so that an engineer can come and fix it. :mad:

patrickmooney

Same issue here. Rang them last week and was told to do a factory reset. Did this and the problem is gone (so far). For me it rebooted every night at 11:25.

jonathanmatt

Software just updated for me

In Menu > Settings > Diagnostics

The Software Version has just updated to 4.0.0.2E2

Hopefully the crashing issue will stop now

jonathanmatt

Ever since the update the box has become more unreliable - it turns off when it feels like it, and nothing that is in the planner records successfully. The planner says it will record a programme, and most times nothing happens, and other times it records one minute and freezes so it's unwatchable

Not sure what I'm paying for here

I have made over 10 calls to tech support now, and received 3 call outs, and been offered no compensation WHATSOEVER

I don't have a HD compatible TV so the offer of a HD box can't be accepted

It seems apparent to me that there may be no stable SD UPC boxes out there, and that everyone may be supplied faulty products unless they are on HD -- I could understand there could be a lack of motivation by the service providers to fix the problem if this were the case as an upgrade would mean increased subscriber fees - There wouldn't be any incentive to fully resolve the issues

Hmmmmmmm, if this were true then I'm sure the consumer goods and services act could be applied

J

jonathanmatt

Still no response on my problem from tech support. My box still randomly turns off, and consistently won't record programmes...... So much time invested in ringing 1908 that I refuse to do it any more.

Tried communicating with the UPC twitter account @WeAreUPC, they're very outgoing but I don't think they do much more than a bot, from my experience anyway

Trying out the online tech support form, and customer.service@upc.ie to see if anything is effective

Very poor, I really can't understand how they won an award for best improved service last year unless they were compared to an utterly dire service, which I feel I am mostly getting

BostonB

Thats actually a vast improvement over NTL.

jonathanmatt

@BostonB - So I hear!

The only way I can see getting a resolve before Christmas is if I have the ear of the Head of Customer Service (Service Delivery) or Tech Support

If anyone knows the name, please PM me ... Thanks

maxg

Simply accept a HD box in exchange.

Alun

jonathanmatt wrote: »

It seems apparent to me that there may be no stable SD UPC boxes out there, and that everyone may be supplied faulty products unless they are on HD

My own box must be a mirage then as it's working perfectly. Have you had the box replaced with another SD one yet?

jonathanmatt

maxg wrote: »

Simply accept a HD box in exchange.

Don't I need to have a HD-compatible TV? Just have a regular non-digital TV which takes the channels via SCART and UPC told me I needed to have a HD-compatible one

jonathanmatt

Alun wrote: »

My own box must be a mirage then as it's working perfectly. Have you had the box replaced with another SD one yet?

I have yeah. Had a small black one first, and the current box is a quite large silver one

Both manufactured by Thomson

What type is yours Alun?

Cheers

J

maxg

jonathanmatt wrote: »

Don't I need to have a HD-compatible TV? Just have a regular non-digital TV which takes the channels via SCART and UPC told me I needed to have a HD-compatible one

The TV scart socket at a HD box is for supplying older TV's with a signal.
You get the HD channels downscaled via a scart connection.

jonathanmatt

maxg wrote: »

The TV scart socket at a HD box is for suppling older TV's with a signal.
You get the HD channels downscaled via a scart connection.

Thanks maxg, I'll request one of those boxes with that in mind

maxg

Ask also for the installation costs. Normaly UPC charge 60 Euro for a HD box. Maybe you can get it for free because of your problems.

dumb_parade

I complained to UPC in august about similar issues. They sent an engineer out, he couldn't do much about it. It seems to be an on going problem even though he claimed it was just a dodgy box. It's a much bigger problem. They should really get it sorted.

Alun

jonathanmatt wrote: »

I have yeah. Had a small black one first, and the current box is a quite large silver one

Both manufactured by Thomson

What type is yours Alun?

Cheers

J

Mine's the silver one. It's the second one I've had, the old one had fits of restarting itself and claiming it needed to do a software update, but the replacement has worked perfectly so far, touch wood.

jonathanmatt

Glad the silver one is working for you

My silver one is still acting up. A botched call out (they mixed up PM with AM) meant I wasn't able to get a replacment before going on hols, and of course not one programme recorded while away

Another botched call out (just didn't show up when scheduled on 29th AM) means that I am still with this poxy box!!!!

As Johnny Vaughan used to say "It's a mockery of a sham of a mockery of a sham...."

I have the direct line to someone in their complaints department and still haven't got results

Anyone know the name of the head of complaints? I'll be talking to them next

Cheers

Jonathan

PS Happy New Year

jonathanmatt

Have just registered my complaint at http://consumerassociation.ie for what it's worth.....

jonathanmatt

Spoke to Diane is customer service - she said that the engineer tried to call me on 30th Dec, the day of call out (typo in previous post) which is a blatant lie as my phone didn't get a missed call, and if I am out of coverage (which I wasn't because I was at home waiting for them!!!!) then I get a text message later stating the time of the missed call

jonathanmatt

Issue for me seems to be resolved

Engineer replaced the silver box last week with another identical one. He said he replaces 2-3 of each of the different standard digital recording set top boxes per day! Said that there are no reliable ones and that you may just get lucky, or not.

Anyway the new box is stable and predictable, and for the first time in 3 months we aren't aggravated trying to do something as simple as watch tv.

3 months though, what a pain, and i'll bet that it's not the longest time someone has had to work with UPC to get a customer service issue or complaint resolved

If they win an award this year I'll be very surprised.....

J

sheenaaziz

I am wondering if any of the people having this issue ever got any joy and had it fixed? I got my UPC installed Friday. It wasnt working for the get go. If it does turn on (which is rare) as soon as I change the channel the box turns itself off again. I am soooooooo annoyed. Is this just what I can expect from UPC? If I was allowed a mini dish I would have gone with sky without question. This is just a scam.

Axwell

sheenaaziz wrote: »

I am wondering if any of the people having this issue ever got any joy and had it fixed? I got my UPC installed Friday. It wasnt working for the get go. If it does turn on (which is rare) as soon as I change the channel the box turns itself off again. I am soooooooo annoyed. Is this just what I can expect from UPC? If I was allowed a mini dish I would have gone with sky without question. This is just a scam.

I rang them at the time and they got me to go through a series of steps but in the end they just came out and replaced the box which has worked fine ever since.

sheenaaziz

Axwell wrote: »

I rang them at the time and they got me to go through a series of steps but in the end they just came out and replaced the box which has worked fine ever since.

Thank you. Thing is I called them on Friday when it was installed within 30 minutes of guy leaving as this is when problems started. They told me he would be back by 1pm, 3 hours later I called them back (no sign) and they said he would be back by 6pm. 7pm came and I was told Monday. Today is over and I have been told Wednesday. Sick of ringing them! Never dealt with a worst company. Ah well.

tonyheaney

has your box ever powered down and updated itself in the middle of a TV show?

Axwell wrote: »

My digital box was acting up last night and channels were freezing and cutting out which I put down to the weather. At one point the phone and broadband went aswell but returned about 20 mins later so I plugged the box out and plugged it back in a few times and it came up on the display as loading. Now when I turn it on RTE 1 comes up for about 3 seconds on it with perfect picture etc then the box just shuts itself down. Anytime I try turn it on I get the same thing.

Any ideas??? Im living in the City Centre, anyone else having problems?

happy!!!not

Have 2 HD boxes. Both are slow to respond. The box in the living room crashed last Sunday. Called UPC & they arranged a tech to call on Wednesday. He called & replaced the box & left everything working.On Thursday the new box froze with front display : Loading>>>>. I called again, as usual it took 4 mins. of navigation of their automated answering service before I got to talk to a customer service representative, At this stage 9 pm (their closing time) was fast approching. .Suddenly the call went dead, problem unresolved I am convinced is set up in such a way as to get you to give up. I called on Friday morning & was told it would be Tuesday before anyone would be out. I said that I found this totally unacceptable & wanted to cancel the TV service. Suddenly I was transported to the magical world of the "Customer Loyalty Department" where all things would be possible including a tech calling the very next day (Saturday) & a months free TV service.(Every one should take this no-nonsense approach) The guy did call on Saturday, tried 2 or 3 new boxes & after over an hour he managed to get one of them to work. Guess what!! later that evening the box crashes again. Think it's time for "Free to Air"

BostonB

Sounds like a signal problem not a box problem.

ronnieee

hi all first of all my name is ronnie from turkey i was havin same problem tonight and seen all those comments and i just wanted to check the box my internet modem was on the box and the box was way too hot i moved the internet modem on side waited till it cools down and now it works great i dont know if you paid any attentin on over hear but that might help a bit maybe

annieoburns

Mine is not working either and no joy from turning it off overnight. A technician will call out next week but meanwhile no telly and if box is replaced, I will lose all recordings

The_B_Man

Mine currently looks like I'm watching an old VHS tape! Loads "tracking" lines going across it on every channel.

annieoburns

Check out how secure the leads are... mine did that also but had been moving furniture and cable must have worked out a tiny bit.