WLAN trouble: UPC distributes modems

Horizon is once again causing headaches for UPC: the box that bundles the cable network operator's TV, telephone and Internet services has recently been causing more and more displeasure among customers. The reason: the WLAN modem function often does not work correctly. As Schweiz am Sonntag writes, there has been an increase in cancellations from dissatisfied customers. In response to the technical problems, UPC has begun sending out separate WLAN modems free of charge. On the one hand to customers who complain, on the other hand some are written to by UPC itself - the WLAN modem is advertised as a loyalty gift. As UPC spokesman Bernhard Strapp told the newspaper, the demands on WLAN performance are constantly increasing with new receivers and more and more connected devices. The new box, he said, is intended to ensure that customers "can achieve peak performance from UPC's network today and in the future." In addition, UPC intends to respond to the threat of customer loss with free technician visits to customers with WLAN problems.

Horizon was launched by UPC (then UPC Cablecom) in Switzerland in 2013. However, the technically versatile and powerful box has repeatedly caused problems since its market launch. Among other things, important functions such as replay, the ability to watch HD content on multiple TVs, the Android app, the ability to use the 5 GHz band for WLAN - were missing at launch. From critics the company was accused of "salami tactics" at the time. Customers also complained about sudden crashes. The problems were subsequently fixed by UPC with several firmware updates and improved remote controls. (hae)