Cedric1234 Our internet connection often stops working for hours. Our devices still show they are connected to the WiFi network, but no data comes through most of the time except for some sporadic intervals. Is there a way to solve this? Thank you in advance for the help!
Daniele_Sunrise Cedric1234 Welcome to the community! The line values are fine and set correctly. We don’t see any interruptions in our tools either. Can you please tell us with which device you have the interruptions and how exactly the device is connected to the internet? Greetings Daniele
Cedric1234 Hi Daniele, Thank you very much for the reply! We have the same issue with all of our devices (incl. iphone, ipad and a widows laptop), all of the connected through the wifi. Does that answer you question? Kind regards, Cédric
Daniele_Sunrise Cedric1234 We have made a changeover to IPv4, 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. Please send us a feedback if the issue persists. Greetings Daniele
Cedric1234 Dear Daniele, Everything seems to work fine now! Thank you very much for solving this for us! Kind regards, Cédric
Cedric1234 Dear Daniele, Since about a week we are having exactly the same issues again (temporary cuts in the internet connection), is it possible that we were switched back to ipv6? Kind regards, Cédric
Daniele_Sunrise Cedric1234 We have made the changeover, which will be completed in 30 minutes. After that restart your modem. If you have difficulties, perform a modem reset. To do this, gently press the reset button on the back with a pointed object for at least 25 seconds. Greetings Daniele
Cedric1234 Dear Daniele, Thank you for trying this! Although maybe it happens slightly less frequent, we are still experiencing a lot of short cuts in the internet connection. Is there anything else that could be wrong? Kind regards, Cédric
Cedric1234 Hi Daniele, We tried for a few days, but actually it is still the same. There is times there is no issue at all, but there is also many times we have almost no internet connection. Is there anything that we could still try? Kind regards, Cédric
Daniele_Sunrise Cedric1234 We have just initiated a replacement of your modem. You will receive the new modem in the next days. Please replace all cables and the power supply with the new ones in the package. Please contact us again afterwards if the cause is still present. Greetings Daniele
Cedric1234 Hi Daniele, We received and installed the new modem. Everything works perfectly! Thank you very much for this! Are we supposed to send the broken modem back or can it just be trashed? Kind regards, Cédric
Daniele_Sunrise Cedric1234 Please send us back the old modem. You can find all information here. Greetings Daniele