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Connect Box

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Supporting Actor Film
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Unable to connect internet even though wifi is connected

Hello, I got connect box and connected to wifi, but still I can’t use an internet. Can you check the quality of my internet?
9 REPLIES 9
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Community Manager
5230 1382 407

Re: Unable to connect internet even though wifi is connected

@Akaka , Welcome to the community!

Can you please restart your modem once?

 

Greetings
Daniele


Member of @UPC_Team
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Supporting Actor Film
5 0 0

Re: Unable to connect internet even though wifi is connected

I already tried; turning off the modem and then turning on, disconnecting everything and reconnecting, but still not working

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Community Manager
5230 1382 407

Re: Unable to connect internet even though wifi is connected

@Akaka , Did you use all the cables that were in the new packaging? If you connect a TV to the socket, will it show you results in the channel search? Are the channels displayed (picture)? Did you connect everything correctly according to the instructions?

 

Everything has been correctly activated in our system.

 

Greetings
Daniele

 

 


Member of @UPC_Team
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Supporting Actor Film
5 0 0

Re: Unable to connect internet even though wifi is connected

Yes I connected everything, following the instruction guide. I don’t connect to TV because I don’t have it. Instead, I connected LAN cable to Philips smart light and it works. The only thing not working is Wifi, I think.
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Community Manager
5230 1382 407

Re: Unable to connect internet even though wifi is connected

@Akaka , Can you take a picture of the installation? Please take one of the modem (on the back) and one of the cable socket.

 

Greetings
Daniele


Member of @UPC_Team
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Supporting Actor Film
5 0 0

Re: Unable to connect internet even though wifi is connected

Here I attached pictures
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Community Manager
5230 1382 407

Re: Unable to connect internet even though wifi is connected

@Akaka , thank you for the pictures.

 

Here is my feedback on it:


1. This is connected correctly

2020-03-12_08h35_05.png

 

2. Please remove the cable from the socket (red rectangle). Remove the small plug at the end of the cable and insert it into the small hole (green rectangle). Then restart your modem.

2020-03-12_08h36_06.png

 

Greetings
Daniele


Member of @UPC_Team
Highlighted
Supporting Actor Film
5 0 0

Re: Unable to connect internet even though wifi is connected

I did so, but still it doesn’t work. Is something wrong? Is there another way to try?
Highlighted
Community Manager
5230 1382 407

Re: Unable to connect internet even though wifi is connected

@Akaka ,I have created a technician visit. You will be contacted by us on your mobile phone to make an appointment.

 

Greetings
Daniele


Member of @UPC_Team