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Internet with Horizon

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Supporting Actor TV
2 0 0

Connectivity issues and lower speed with horizon box

Dear UPC,

 

I am a relatively new customer using the Horizon box with a trio package 50 Mbps. Ever since starting the service, I have experienced connectivity issues. The horizon box disconnects from the internet at ramdom times (doesn´t matter if standby power is set to high or the time of the day), and it stays down for a number of hours even after I restart the box.  The speed I get is also only about half of the advertised speed. My internet has suddenly disconnected about 4 times in the last two weeks, and simple video playback over the internet gets interrupted.  This is really frustrating, particularly in Switzerland where internet service is supposed to be reaaly good. I lived in Ecuador and Mexico before and I never had this kind of problems. I have sent two sparate messages to your tecnical support, but no answer has been received. I need to know that you can fix this problem soon, or I will be canceling my contract due to poor service. Thank you.    

3 REPLIES 3
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Movie Star
1754 870 74

Betreff: Connectivity issues and lower speed with horizon box

Hi @raalarcon

 

First of all we like to welcome you in our community.

 

We apologize for not having answered your messages. This is surely not the level of service we strive. We will pass on your issues to our specialist support and ask them to get in touch with you. To do so, kindly ask you to send me a PM with your customer no. and your full name.

 

We will do our utmost to ease your frustration.

 

Best regards,

Frida

 

 

Highlighted
Supporting Actor TV
2 0 0

Betreff: Connectivity issues and lower speed with horizon box

Dear Frida, thank you for your response. I do hope that the issue is resolved. Please let me know how to send you a PM. Thanks. 

Highlighted
Movie Star
1754 870 74

Betreff: Connectivity issues and lower speed with horizon box

Dear @raalarcon

 

To make things easier for you, I will send you a private message (PM) to which you may reply along with your customer no.

 

Hope this is OK with you!

 

Wishing you a nice evening

Frida