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Connect Box

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Moderator
491 196 40

Giga Connect Box

 

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Dear Community,

 

Many thanks for the lively discussion in all the other threads.

 

We would like to give you an update on the current questions surrounding the Giga Connect Box:

 

  • The examples collected from the community are currently being analysed in detail by the relevant departments.
  • Unfortunately, the facts turned out to be somewhat more complex than previously assumed. So we cannot tell you yet how long it will take to fix the error.
  • We are following the individual incidents and are already in communication with some users.

 

We apologise for the inconvenience and would like to take this opportunity to thank you for your cooperation and patience.

Your UPC Community Team

@UPC_Team 

2 REPLIES 2
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Moderator
491 196 40

Re: Giga Connect Box

Dear Community,

 

First we would like to thank you for your patience.

 

Below you will find an update regarding the ongoing discussion about the Giga Connect Box:

 

  • The analysis of case studies from the community is still in progress.

  • Some individual cases have already been resolved, as these were caused by network disturbances.

  • The first findings show us that there is no consistent error pattern. Each example we have is unique and complex in its own way.

  • These circumstances delay the diagnosis and prevent us from setting a time frame in which the complaints can be resolved.

  • We will continue to monitor the individual incidents and remain in contact with the affected users.

 

We apologise for the inconvenience and would like to take this opportunity to thank you for your cooperation and patience.

Yours sincerely
@UPC_Team 

Highlighted
Moderator
491 196 40

Re: Giga Connect Box

Hello everyone

 

First of all, thank you for your detailed posts. We’d like to emphasise that we are certainly aware of the commitment and efforts of the individual users. Regardless of whether a contribution is encouraging or just the opposite, this is exactly the kind of content that keeps a community dynamic, exciting and active. Your input helps others as well as us. So a big thank you to all participants for that.

 

However, we need to address a few points that were portrayed very one-sidedly in the previous posts:

 

  • Our support was available at all times and we took every individual case seriously.
  • We maintained dialogue either by phone or in writing. You were able to give your input, and each input was checked. 
  • Alternatives, workarounds and subscription changes were also offered and implemented.
  • Most problems were already able to be solved.

The various error patterns which were conveyed to us in detail were very specific and very complex to analyse, due in great part to the elaborate set-up of each one. This had the effect that examination of the situation and its results didn’t necessarily lead to a generalised error pattern. They remain individual cases.

 

If you should have further questions, we ask that you contact us directly by sending a private message to @UPC_Team. We will be happy to help you find a final solution.

 

Thank you for choosing us and for your understanding.

 

Best wishes,

 

Your UPC Team

@UPC_Team