No Fibre internet connection

morank · 2024-07-09T16:13:29+00:00

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morank

Received the new Connect Box 3 in the post and made some room for switching connections next week.

Plugged out the current modem (Sunrise Internet Box sagemcom - 253640407) while placing new one.

Plugged old modem back in and now there is no internet connectivity via cable or wifi. No internet connection shown on the modem page (192.168.1.1)

Reset gateway has no effect

Daniele_Sunrise

morank Welcome to the community!

The activation of your new modem will take place on 15.07.2024 16:30. Please continue to use your old modem until then.

Greetings
Daniele

morank

Daniele_Sunrise I’m not using the new modem, as i stated. I am using the old modem and it does not connect to the internet.

Daniele_Sunrise

morank In this case, I suggest that you contact the contract team on 0800 100 600 and ask them whether the new modem can be activated immediately.

Greetings
Daniele

morank

Daniele_Sunrise Ok, thank you.

morank

Daniele_Sunrise Activation window has passed, there is still no connection.

morank

FYI, support advised that Swisscom deactivated the line, and there was nothing Sunrise could do. And I would need to wait until today for reactivation. So no internet for last 7 days.

Daniele_Sunrise

morank According to internal clarification, the line has been active since yesterday. Can you please connect the Connect Box 3 according to the installation instructions?

Greetings
Daniele

morank

Daniele_Sunrise I’ve gone through it with phone support yesterday, still no connection.

Daniele_Sunrise

morank I have no further solutions as I have been informed that the Connect Box 3 (the new modem) has been activated and only needs to be connected. Please contact our support team again on 0800 707 707.

Greetings
Daniele

morank

Daniele_Sunrise Hi Daniele, support have escalated to service technicians to check the hardware here. Still waiting on technician to call to arrange appointment.