Cannot connect pods to new router ( after a move)

Javi · 2023-07-12T10:10:07+00:00

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Javi

Hello,

I recently moved to a new apartment and I successfully connected the new router , but I cannot connect the Pods to the new network.

I did connect one of the Pods with an ethernet cable to the router . The light is always slowly blinking and I even unplugged once or twice just to se if a reboot was needed.
The other pod I have it disconnected waiting the first one to be configured.

I try to connect the Sunrise Smart Wifi app , but I´m not able to get the password to get in to the app. From the app I´m redirected to the “new password ” request page , but it never finish loading.

Now I´m a bit stuck because I cannot connect to the app the Pod´s seems to requieres an action to be Connected to the new router. Could someone help me with that?

Thanks in advance.

My customer number is 7004811

Daniele_Sunrise

Javi I have just manually added the Connect Pod XAAK1233058F. You can now plug it into the power port. It does not need to be connected with a LAN cable from the modem.

You can return the other Connect Pod to us. You also need the Connect App new for the configuration of your modem and the Connect Pod. The Smart WIFI app can no longer be used. You can find the download link for the Connect App in our German article here.

Greetings
Daniele

Javi

Hi Daniel

Thanks for your reply.

I have a question regarding the second Pod. Can you configure it as well , I really need it to be be able to have wired connection in a diferent connection that the router ( device with no wifi) and to provide good signal to the room with worst signal.

I unplugged the network cable from the Connect Pod XAAK1233058F and connect it to the power in the desired location , but the light it´s still slowly blinking ( waited a few minutes) should I wait longer to se the fixed light ? .

Regarding the app , I onboarded to the beta following the instructions but I get a message saying : “It´s required a different type of Modem to use the app” . I use the app connected to the Sunrise wifi network , but always the same error pops up.

Daniele_Sunrise

Javi

The second Connect Pod cannot be used because it is marked as a return in the system.

Did you already use the one Connect Pod on the old Fibre Modem or did you get a new one? If you used the old one from the Fibre Modem, then I suggest you call support 0800 707 707 and order one or two new Connect Pods for your new modem.

As for the Connect app - the old modem is still expected in the system. We assume that the new modem has not been updated everywhere in the system and that is why you are still getting the error message.

Greetings
Daniele

Javi

Hi Daniele,

Thanks for your feedback. The thing is that I was already using both pods with the old Fiber modem, but I will contact support to get a new replacement for the one that has been marked as return.

Regarding the Connect App , is there´s something I can do to ask for the update of the new modem everywhere in the sunrise systems, or is just a matter of time? I mention that because I really used the old app t find the best location for the pods and tu configure them , so I guess I will use this new app the same way, when I´m able to login to it.

Thanks for your support.

ps: apologies for calling you Daniel in the previous posts, I should have used your name, Daniele.

Daniele_Sunrise

Javi Please wait, we were able to fix the error without resending a new one.
Connet Pod XAAK123315A3 is now connected. Can you please connect the second one too?

Regarding your question about the Connect App - here I think that the return of the old modem must first be completed. I will ask again internally and get back to you.

Greetings
Daniele

Javi

Hi Daniele,

Now both pods are plugged in to power .

To return the old modem , I just need to go to a sunrise shop and return it providing my name and customer number, is that correct? because I don´t have any notification explaining the process.

Thanks in advance for your help .

Daniele_Sunrise

Javi Yes you can return the old modem to a store and get it confirmed.

I noticed something else regarding your pods. They are too far away from each other or the modem, which affects performance. Can you reposition them again please?

Greetings
Daniele

Javi

Hi,

One was connected close to the router and the other a bit far , I moved them to be closer between them a bit closer to the router.

Let me know if it´s better now.

Daniele_Sunrise

Javi Now it looks very good. 👍

Greetings
Daniele