12Frequently asked questions
If you encounter any problem concerning the service, please contact the UPC Customer Service department at
1. Testing the complete installation
If the quality of the signal is poor, do a test by going to channel 999.
Step 1
Press the UPC key on the remote control and then press 9 9 9.
The test channel is now displayed.A message appears after a few seconds, telling you to press 
on your remote control.
Step 2
Press 
on the remote control to automatically execute five tests.
The results of those tests appear under each
Frequently asked questions
other on screen. If one of the tests comes back with an error as result, we recommend that you check the connections of all plugs and cables and execute the test on channel 999 again. If the test still comes back with an error, please contact the UPC Customer Service department at
2.The following message appears:“de installatie wordt nu voltooid. Dit kan 15 minuten duren ...”.What now?
This screen indicates that the installation will now be completed.Wait at least 15 minutes. If the Digital Cable Receiver still displays the same message after 15 minutes, please contact the UPC Customer Service department at
3.I want to select a channel listed in the UPC TV Guide channel summary but see the message “Zender niet toegankelijk”. The channel summary of the UPC TV Guide displays all the channels available from UPC Digital TV, even those you are not subscribed to.You can only select channels to which you have subscribed.To watch a channel you must subscribe to it. If you would like to subscribe to additional channels, you can purchase a subscription directly using the remote control. Go to the UPC TV Guide and press 
on your remote control. Select the subscription you would like to purchase and follow the steps on the screen. Please contact the UPC Customer Service department at
4.I want to select a channel to which I’ve subscribed, but the television picture stays black.
Unfortunately, fault situations can arise (for a number of different reasons) which can
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