No internet connection on coax cable, new subscription (ConnectBox 3)

maf · 2022-11-21T14:25:32+00:00

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maf

Hi, I just subscribed for internet with Sunrise. From the personal area “MySunrise” it looks like the subscription is active.

However internet does not work. I connected my ConnectBox 3 (not 2, this forum does not let me choose 3) according to the instructions, with the L-shaped connector to the coax port in my apartment. After the initial booting, the connectbox keeps showing the red blinking led, and internet does not work. I tried multiple times, and yes, I left it there for more than 30 minutes. The web interface of the connectbox tells me that something is wrong with my cable, there is no connection.

I called the tech service but they even complained that I do not have a swiss mobile to refer to. They told me that a technician will contact me anyway, however I don’t see any pending request in the MySunrise personal area. So I am afraid that nobody will ever contact me and that I will be stuck with no internet connection.

My customer number is 8109208760. @Sunrise_Team can you please help? Thank you.

Daniele_Sunrise

maf A technician has been called out and an appointment has been made with you. Can you please keep us updated on this?

Greetings
Daniele

maf

Hi Daniele, thanks for your answer.

The problem is that I have no trace of this appointment. I got no email, no SMS, and there is nothing on my personal MySunrise.

How do I know when the technician is supposed to come?

maf

I called Sunrise again and eventually managed to get a contact of the local company that takes care of the technical interventions. I will let you know once the technician comes to my place.

Thanks

maf

So it turns out that the “TV cable” was simply disconnected for my apartment, as there was no subscription active before (I am moving in).

FYI, in some (all?) of the Swiss territory, the houses get TV, radio and internet signal all from one cable, which is then partitioned in three (hence the three round plugs in the apartments - the signals themselves are separate because they use different frequency bands). That cable was disconnected for my apartment, somewhere in the building.

So, if your modem shows a blinking red light (after the initial boot, during which the light is white), chances are that there is no signal at all in your apartment.

Thanks.