@pecenikov84, thanks for your message and welcome to our Community!
I see that your Horizon is not online for the reasons you mentioned. We can offer you the following:
- we deactivate and activate your Horizon Box again in our systems and you let us know if it works to your satisfaction again.
- we'll replace your old device with a new Horizon Box. The disadvantage is that you will lose your recordings and programming
However, if the reconnection does not work, we would still replace your device.
I had this problem once. I was also having occasional problems with Replay and "Play from the Start". They're all things that need the Horizon box to be online, not just receiving a good signal for the TV channels.
In my case, sorting out a loose connection in the wall socket and replacing the coax cable fixed all the issues.
It'll hang on installation if (a) the box is screwed, (b) it can't get online due to faulty wiring/cabling or (c) UPC haven't provisioned it properly.
The only way forward would be for you to ring up. They don't offer an English language option any more but they seem capable of dealing with awful German (in my case!) or you can ask for an English speaking person and they'll put you on hold and transfer you to someone.
They can monitor the box's connection status live while you turn it on (have it unplugged when you call) and it boots up. They'll either fix their issue (if c), get an engineer out to you (if b) or replace the box (if a).
@pecenikov84, I recommend that you contact our technical support team at 0800 66 88 66 and ask them to change your box or have your subscription adjusted to the new offer.