Extremely Slow DNS resolve, slow initial speeds (600mbps program)

q314 · 2021-01-31T16:20:21+00:00

Sunrise community - customers help other customers with topics related to television, Internet, telephone and mobile. Register now!

q314

DNS resolve (we have to use CISCO Family Shield - 208.67.220.123 208.67.222.123) is unbelievably slow regularly. Takes 10-20 seconds just to resolve host (e.g. google.com==1.2.3.4). Speeds are regularly in 10-20mbps range (but they do get to ₄₀₀-500mbps in best case). Anyone has similar problem? It’s making interned barely usable.

Tested on 3 devices (android, windows and macOS). Tried factory reset on router too. We still have previous provider in parallel (Sunrise) as cancellation there is 2 months and everything works fine there, it’s just UPC. Getting very anxious about bad internet during home office times 🙁

Daniele_Sunrise

q314 Welcome to the UPC Community!

What happens if you deactivate the CISCO Family Shield. Is the line then also slow?

Greetings
Daniele

q314

q314 during

Hi Daniele, thanks for reply! Unfortunately issues seem to persist even without (using UPC DNS). Speed test tool from UPC shows average latency to something.upc.ch at 50ms - interestingly pining that same something.upc.ch from sunrise yields 5-6ms (also average, not minimum) As we started using this for work, we noticed frequent drops in videocalls (each for few seconds). Could this be due to faulty box (its UI is very slow to render pages which might indicate a problem, but we (obviously) rarely actually login to the web interface of router so that alone is not issue)?

Thank you

Daniele_Sunrise

q314 I can’t tell you why there are such different lags in our network.

However, I have one suggestion:

Your connection is switched to IPv6 DS Lite. Some applications do not like IPv6, so I recommend switching to IPv4.

If you agree, I would initiate the switchover, which takes a maximum of 30 minutes and generates a short interruption of a few minutes.

Regarding your WIFI, if you have interruptions there, it looks like this in your area (2.4GHz). Your modem is currently on channel 6 in 2.4GHz.

Greetings
Daniele

q314

Dear Daniele,

apologies for delay - yes please, IPv4 switch would be appreciated (we don’t need IPv6 at all). Thank you.

Daniele_Sunrise

q314 We have made the changeover, which will be completed in 30 minutes. Restart your modem afterwards. If you have problems, reset your modem. Press the reset button on the back of the modem with a pointed object for at least 25 seconds. Then please try again.

Greetings
Daniele

cpozzoli

Hi there,

using the same thread as I’m experiencing the same problem (I started experiencing it from yesterday, never had a problem in the past related to this). I’m experiencing really high DNS resolution times intermittently (in the order of 6/10s). Tried to reset the hub and my wifi modem (or removing entirely the wifi modem and connecting directly to the hub). I should already be on IPv4 (unless it switched back by itself).

Thanks,
Claudio

Daniele_Sunrise

cpozzoli The cause was found and fixed yesterday evening at 21:10.

Greetings
Daniele

david-m

I’m having the same issue since yesterday.
Resolving DNS is extremely slow (5-10 seconds) but the bandwidth is fine.
I haven’t changed anything on my setup.

cpozzoli

Hi Daniele_Sunrise, alas the problem is emerging again (right now), translating into intermitting services (Slack/Video calls/Virtual environments).

Could you double check if the root cause is the same?

cpozzoli

Thanks! It works smoothly again!

Daniele_Sunrise

cpozzoli After inquiries to the technicians, no further error patterns are known.

Greetings
Daniele