Hi, we have had issues with the internet connection since the end of last year (starting after the integration between UPC and Sunrise was announced). Can you please help us? Your support is much appreciated.
Right now, our internet is basically dead, as internet pages simply won’t load.
The problem usually persists for hours a day; usually, in the early morning Internet mostly works, and then it develops problems that persist in the evening and night.
The latency spikes and major internet speed drops are ongoing. The connection stabilizes after a while, but then the performance drops again. At extremes, latency was as bad as 2752 ms, and the download speed was 17 Mbps out of 300 Mbps.
This issue has been persistent for weeks now, sometimes is somewhat manageable (meaning we need to reload pages multiple times and wait for them to load), sometimes is barely manageable (meaning some of the pages load only after multiple retries while others don’t load at all - like photos, online shops, etc.).
Our router has already been replaced, but this does not seem to be the problem. Turning it off and on again does not help either ☹. The issue is in the settings upstream of your router – i.e., outside of our house.
Our devices still show they are connected to the WiFi network, but no data comes through most of the time except at sporadic intervals.
Please help us - it has come to a point we can’t work from home anymore due to these issues.
Thank you in advance for the help!