Horizon - setup / connection problems

ferguscork

I received my Horizon box yesterday and went to install it. It eventually booted up but I couldn’t get TV channels or listings to show. Also there was no broadband working – either wifi or via Ethernet. I tried all the usual stuff , double and triple checking incoming cables, powering down and rebooting etc etc. Still the same issues.

Prior to yesterday, I had a UPC HD box (which I had to hand over to DPD when they delivered my Horizon box: big mistake I reckon), broadband modem / router, home phone and also a coax run via a proper splitter into another room that the kids use with a multiroom box in there. That box still works perfectly via the splitter. The Horizon box sometimes shows error 2010 and then 2020. It will show suggested movie titles / icons etc etc (albeit slowly) so there is some form of internet connectivity going on, but appears to be incredibly slow.

Anyway, I managed to get through to tech support last night and I was informed that the Horizon box needs (listen to this) ‘the full power of the incoming cable’ and that because I have a splitter the box it won’t connect properly. I stated that I have paid for a multiroom package, and asked how could a multiroom package work without a splitter ? He was unable to answer that. So now I have to wait until Saturday afternoon before a technician can come and install a proper UPC point in my house and try to resolve the issue.

I don’t buy this at all. I have tried unplugging the cable that went to the multiroom box so that there is only one cable connected to the output side of the splitter (directly to the Horizon box), I swapped splitters – I tried everything. Still no joy.

Have any of you had this experience? What do you suggest. I would rather sort this myself

Thanks

Fergus, Cork

paulboland

ferguscork wrote: »

I received my Horizon box yesterday and went to install it. It eventually booted up but I couldn’t get TV channels or listings to show. Also there was no broadband working – either wifi or via Ethernet. I tried all the usual stuff , double and triple checking incoming cables, powering down and rebooting etc etc. Still the same issues.

Prior to yesterday, I had a UPC HD box (which I had to hand over to DPD when they delivered my Horizon box: big mistake I reckon), broadband modem / router, home phone and also a coax run via a proper splitter into another room that the kids use with a multiroom box in there. That box still works perfectly via the splitter. The Horizon box sometimes shows error 2010 and then 2020. It will show suggested movie titles / icons etc etc (albeit slowly) so there is some form of internet connectivity going on, but appears to be incredibly slow.

Anyway, I managed to get through to tech support last night and I was informed that the Horizon box needs (listen to this) ‘the full power of the incoming cable’ and that because I have a splitter the box it won’t connect properly. I stated that I have paid for a multiroom package, and asked how could a multiroom package work without a splitter ? He was unable to answer that. So now I have to wait until Saturday afternoon before a technician can come and install a proper UPC point in my house and try to resolve the issue.

I don’t buy this at all. I have tried unplugging the cable that went to the multiroom box so that there is only one cable connected to the output side of the splitter (directly to the Horizon box), I swapped splitters – I tried everything. Still no joy.

Have any of you had this experience? What do you suggest. I would rather sort this myself

Thanks

Fergus, Cork

They are correct in what they told you
Horizon Box needs to be connected direct to UPC Point no splitter should be used as this will reduce its signal strength
You also need to make sure the Cable used is high quality

When the UPC technician comes out get him to check the signal strength of the UPC Point and make sure no shorts in the cabling to main connection outside your house and ask him to give you a better quality Cable for the Horizon Box

Multiroom your were meant to have in the first place separate UPC Point for each room that's connected to each UPC box

If you use splitter and run cables to others rooms your will reduce the signal strength you cant have this in use for proper performance of Horizon Box

Horizon is TV/Broadband/Phone all in one box its needs to have Strong Signal from the Cable with no splitter in use
It must be have a direct connection to UPC Point by cable


If you have multiroom you must have separate UPC points with Cable from each UPC point to multiroom Box to get best performance and so it wont be taking power of other points


Don't use any splitters with Horizon Box it must be direct Connection to UPC point with quality Cable used


If you already had a UPC multiroom before you decided to upgrade Horizon
How come you did not already have a separate UPC Point as you should have had this for Multiroom

If anyone else having Problems with Horizon make sure its connected direct to UPC Point and don't use a splitter

If you need UPC Box in another Room you need it connected to a separate UPC Point


The Horizon Needs high signal strength from cable connected to UPC point


Previouly you would been using a splitter from one UPC Point as it was TV Signal to UPC Box and separate cable to UPC Modem/Router
2 separate devices and needed a splitter if you had both

The Horizon is 3 Devices in one and needs strong signal from UPC Point
Don't use any splitters from a UPC Point were Horizon will be connected

Even if you have arranged for the modem in horizon to be deconsolidated and have arranged to use a UPC Router separately
Its best even with this setup if the UPC Modem/Router is connected to a separate UPC Point if you have arranged this setup and also if you need your PC Connected wired instead of having to use wireless if Horizon would not be near enough to your PC for a wired connection


If you need separate UPC Point in a room contact UPC but this is not free
and you will have to pay for a new UPC Point install unless they agree to do it for free

ferguscork

Thanks Paul.

How will they 'create' another UPC point in the other room ?. Will they not have to 'split' the signal anyway ?. I am guessing they will do this by not using a standard attenuated splitter box ?


And for the record, no I don't have a UPC point (little white wall mounted box) in my house. All my connections for the previous installation was done via a series of splitters. Main cable split into feed for modem and TV box. The TV box feed then split into 2 (one for the multiroom box and one to the main HD box)


Thanks again for your reply

Fergus

steveon

I would doubt if a single 2 way splitter is reducing the signal enough to stop the box working, have u tried installing it in the first room and then simply moving it afterwards??

If the signal is too weak....they will bring in a new cable from the outside tap which is what should have been done in the first place..

ferguscork

Hi Steve

Yes, i agree that a splitter shouldn't affect it that much.

I haven't tried connecting the incoming cable directly to the box simply because the cable has a male threaded satellite connector on the end of it and I don't have any adaptor to make it fit the standard coax type connection on the back of the horizon box.

I think the problem possibly stems from the cable entering my house - it is an old Chorus cable form over 20 years ago and has probably been damaged by carpet fitters / floor layers etc.

Thanks for your reply.

paulboland

ferguscork wrote: »

Thanks Paul.

How will they 'create' another UPC point in the other room ?. Will they not have to 'split' the signal anyway ?. I am guessing they will do this by not using a standard attenuated splitter box ?


And for the record, no I don't have a UPC point (little white wall mounted box) in my house. All my connections for the previous installation was done via a series of splitters. Main cable split into feed for modem and TV box. The TV box feed then split into 2 (one for the multiroom box and one to the main HD box)


Thanks again for your reply

Fergus

They create a UPC point by running a cable from the outside UPC Junction Box
This is usually located side of your house

They then install new UPC point in the room you need it

It's always best to have seperate UPC point in rooms were you will be connecting to a UPC Cable Box

Most houses got one installed in living room and main bedroom

I have for example 2 bedrooms with UPC points and the Living Room

Living Room
Main Bedroom
Second Bedroom which is converted to Computer Room

They use of course a splitter in the outside junction box to run the cables from to each room

Some homes only have the Living Room with a UPC point
A lot of people do of course use a splitter and run cables themselves to other rooms this was ok for basic analog TV or Digital TV Box

The more cables connected to inside UPC point this will reduce the signal power the more devices are connected

When you have Multiroom it's best if you have a seperate UPC Point

The Horizon Box requires a stronger signal than previous UPC cable Units

I tested this myself by using a splitter were horizon is connected And the signal strength dropped a lot more than compared to the using the UPC DVR cable box

When I only have Horizon connected it's signal strength is near the high setting

When connected using a splitter it drops to low medium

Overall it's best if UPC equipment is connected to a seperate UPC point

When UPC arrive to your Home get them to test the signal strength of your UPC point
Also get them to test the horizon Router
Downstream and Upstream signal strength and power values

If you want best signal quality you really need seperate UPC point and be using quality cable and not to join to cables together
One single cable is best connected to Horizon
If cable to short get them to give you a longer cable
If you join 2 cables to make one longer cable this will reduce the signal strength
High quality single cable only is best
Horizon needs this to run at its best

Very important were you have more than one UPC point that all points are checked for any shorting in the cables
They may need to run new cables from the street to the UPC junction box at side if your house if the existing cable is old or damaged

Get them to check it all

ferguscork

Cheers Paul

Fergus

dak

I have an unconsolidated Horizon box which has a splitter attached connect to a modem 50 feet away from the horizon box with no ill effects.

UPC can boost power to the Horizon box remotely so check your signal strenght on the Horizon box and ask UPC to boost the signal if its weak

paulboland

dak wrote: »

I have an unconsolidated Horizon box which has a splitter attached connect to a modem 50 feet away from the horizon box with no ill effects.

UPC can boost power to the Horizon box remotely so check your signal strenght on the Horizon box and ask UPC to boost the signal if its weak

That's different setup you have

He has Horizon box and a Multiroom box
Connected to a single UPC point using a splitter

Multiroom cable box is meant to be connected to a seperate upc point
Than the one Horizon is connected to

Lot of poor signal problems to horizon are caused by using splitter
Using poor quality cable and joining 2 cables together to make one cable

This then reduces the signal power to the tuner and modem and router of the horizon box

Your meant to have Multiroom boxes connected to a seperate upc point

I get very good Wi-Fi in my home from Horizon

I tested the Horizon using a splitter and also tested it using a longer cable that was created by joining 2 cables together
Result less signal power to horizon and resulted in poorer Wi-Fi signal performance

When connected to single UPC point and using a single cable
Result good performance overall

Only things that needs improvement is the EPG software as it's lacking some important features

I also got UPC to check my UPC points and they found one that was shorted
They replaced the cable and installed a new Upc point
This also made the overall signal strength better the Horizon box gets

Your going to get better performance if UPC Horizon and Multiroom Cable Boxes are connected to separate UPC points

If you have Horizon and Multiroom box and separate UPC Modem/router all connected to same single UPC point your reducing its signal strength

It's Better to have the best setup in use for optimal performance

steveon

dak wrote: »

I have an unconsolidated Horizon box which has a splitter attached connect to a modem 50 feet away from the horizon box with no ill effects.

UPC can boost power to the Horizon box remotely so check your signal strenght on the Horizon box and ask UPC to boost the signal if its weak

No they cant they simply tell you that to make u think they done all they could to help you, old cable shouldnt be used for any horizon boxes it has to be CT100 triple screened cable or the loses are too high hence why most of the self installs that UPC are forcing on people are failing...