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Connect Box

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Red Light on Connect Box - what does it mean?

For a while now my Connect Box main light has been constantly displaying red. What does this mean? The instruction manual doesn't mention what a red light means; only that it should be white when the box is fully ready. When I reboot the box, it does go white in the beginning then shortly after it turns red.

 

The internet and wifi still work, but I do have problems (especially on my smartphone) with the Wifi connection cutting out quite frequently, then my phone falls back to the mobile network connection until it can reconnect to the Wifi. Maybe it's connected to the red light somehow?

 

It's weird that the light can turn a colour which isn't even described in the manual. And it's funny that with a red light the internet connection still actually works. Photo attached.

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247 137 10

Re: Red Light on Connect Box - what does it mean?

Seems to mean the box is overheating!  Are you keeping it in the oven?

 

Anyway, turn it off for 10 minutes, and turn it back on again.  If it stays white, you're done. If it starts off white then goes red after a few minutes then it;'s either genuinely overheating or it's faulty.  If it goes red pretty much immediately then it's definiitely faulty.

 

Edit:  My answer is based on Virgin Media's connectbox as it seems to be the same hardware but with better documentation.  UPC's docs don't mention any red light for the connectbox (although they do for the gigabox or whatever it's called).

 

 

 

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247 137 10

Re: Red Light on Connect Box - what does it mean?

Seems to mean the box is overheating!  Are you keeping it in the oven?

 

Anyway, turn it off for 10 minutes, and turn it back on again.  If it stays white, you're done. If it starts off white then goes red after a few minutes then it;'s either genuinely overheating or it's faulty.  If it goes red pretty much immediately then it's definiitely faulty.

 

Edit:  My answer is based on Virgin Media's connectbox as it seems to be the same hardware but with better documentation.  UPC's docs don't mention any red light for the connectbox (although they do for the gigabox or whatever it's called).

 

 

 

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Community Manager
4866 1306 377

Re: Red Light on Connect Box - what does it mean?

@carlash21 , Welcome to the community! 

 

If you compare the status light of your modem with this document, what does it mean?

Greetings

Daniele


Member of @UPC_Team
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Re: Red Light on Connect Box - what does it mean?

Thx - I would agree that this appears to be the same machine and therefore my box is almost constantly too hot, although it is always stood upright & uncovered as it should be. I guess I will have to request that UPC send me a new one, because I don't want to wake up to a pile of molten plastic one morning.

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Re: Red Light on Connect Box - what does it mean?

Daniele - that's a different box.....I have the normal Connect Box. FYI - the user above appears to have identified the problem because Virgin Media in the UK use the same device and they state that a red power light means the box is overheating. How can I get a replacement? Do I have to call in?

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Community Manager
4866 1306 377

Re: Red Light on Connect Box - what does it mean?

@carlash21 ,I have just initiated a replacement of your modem. You will get the new modem in the next days by mail.

 

Greetings

Daniele


Member of @UPC_Team
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Re: Red Light on Connect Box - what does it mean?

@Daniele_UPC I literally just came off a chat with one of your agents (Sarah) who agreed to do the same. Maybe just check that there isn't a duplicate order as a result! Thanks a lot - very impressed with the UPC service I've received

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Community Manager
4866 1306 377

Re: Red Light on Connect Box - what does it mean?

@carlash21 , We can only enter one exchange in the system. Sarah won't be able to make one, since one already exists. 

 

Greetings
Daniele


Member of @UPC_Team