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Connect Box

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Supporting Actor TV
4 1 0

ConnectBox FailSafe Mode

Hello all,

 

Lately I'm having several issues with my internet connection. 

I have a 600Mbit/s subscription, but I'm not getting even close to that. Sometimes I have to reboot the connect box because I don't have internet connection - I've done two times yesterday.

 

Also, my Connect box is displaying a red light and when accessing the UI, I can see that it is in Fail Safe mode.

I tried to restart the box several times, but the error always comes back.

 

Do you have any idea what could be? I tried to call the support, but unfortunately the options are only in German, French and Italian.

 

Thanks.

 

Lucas

2020-05-11 15_25_11-Connect Box.png2020-05-11 15_26_57-Connect Box.png

 

1 ACCEPTED SOLUTION

Accepted Solutions
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Community Manager
5552 1443 426

Betreff: ConnectBox FailSafe Mode

@lucasabrahao , I have initiated a modem exchange. The new modem will be delivered within the next days. Please contact me again if the cause is solved.

 

Greetings
Daniele


Member of @UPC_Team

View solution in original post

13 REPLIES 13
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Community Manager
5552 1443 426

Betreff: ConnectBox FailSafe Mode

@lucasabrahao , Welcome to the community! 

 

We have made a change, which will be completed in 30 minutes. Restart your modem afterwards. If you're in trouble, perform a modem reset. Gently press the reset button on the Back for at least 25 seconds. Then try again.

 

Greetings
Daniele


Member of @UPC_Team
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Supporting Actor TV
4 1 0

Betreff: ConnectBox FailSafe Mode

Thank you @Daniele_UPC !

 

I've waited 45min, rebooted the modem and I completely lost the internet connection.

After that, I have pressed the reset button and restored the settings to default, but the FailSafe mode is still on.

 

Any other suggestion?

 

Regards,

Lucas

Highlighted
Community Manager
5552 1443 426

Betreff: ConnectBox FailSafe Mode

@lucasabrahao , I have initiated a modem exchange. The new modem will be delivered within the next days. Please contact me again if the cause is solved.

 

Greetings
Daniele


Member of @UPC_Team

View solution in original post

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Supporting Actor TV
4 1 0

Betreff: ConnectBox FailSafe Mode

Thanks @Daniele_UPC ! I will let you know when I receive the new modem!

Highlighted
Supporting Actor TV
4 1 0

Betreff: ConnectBox FailSafe Mode

@Daniele_UPC, I have received the new modem and posted the old one back today.

 

Thanks for your support!

 

Best Regards,

Lucas

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Supporting Actor TV
3 1 0

Re: ConnectBox FailSafe Mode

Hi,

 

I have exactly the same problem - repeating more often in recent months.   Red light permanently on, reboot does not help.

 

Thanks for your help

 

S

Highlighted
Community Manager
5552 1443 426

Re: ConnectBox FailSafe Mode

@sms1001 , 

Welcome to the community! 

 

Is your modem hot when it flashes red? Has your modem ever been replaced?

 

Greetings

Daniele


Member of @UPC_Team
Highlighted
Supporting Actor TV
3 1 0

Re: ConnectBox FailSafe Mode

Hi Daniele, 

 

The modem seems to be warm but not hot to touch (~30 deg) and the light is solid red no flashing.  

It has never been replaced since original installation, must have been ~5 years back now. 

 

Thank you and kind regards

S

Highlighted
Community Manager
5552 1443 426

Re: ConnectBox FailSafe Mode

@sms1001 , We have initiated an exchange. The new modem will be delivered within the next days.

 

Greetings
Daniele


Member of @UPC_Team