Bursts of packet loss / late packet (30%+ accross all devices, LAN and WiFi)

Mr_L · 2024-10-03T21:05:32+00:00

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EllisSanders

I feel you.

Mr_L

EllisSanders Yeah I did not initially want to swap to another provider because Sunrise has the max speed here (with the coax at 1000mbits/s vs 400mbits/s for all the others) .

They recently “upgraded” me to Internet L (with the cost going up 10 CHF / month) and I feel like it’s been worse since the change.

This is how it feels to play and it’s been happening almost daily for the past week :

If they don’t fix their network I’ll find a way to cancel my subscription or at the very least bring the price back to what I was paying last year because this is unusable.

Also @Daniele_Sunrise thank you for the help you provided, it was appreciated and I understand that you may not be able to do more a this point.

Mr_L

So after one month where it was more or less stable the issue came back again. This time I did dig a bit more using WinMTR to see if I could spot where the issue in the network was.

This is the result when the network conditions were good:

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.1.1 -    0 |    9 |    9 |    1 |    1 |    5 |    1 |
|         80-218-176-1.dclient.hispeed.ch -    0 |    9 |    9 |   12 |   19 |   27 |   22 |
|       217-168-52-201.static.cablecom.ch -    0 |    9 |    9 |   11 |   15 |   19 |   19 |
|                   No response from host -  100 |    2 |    0 |    0 |    0 |    0 |    0 |
|     zur01pe20.eth-trunk0.bb.sunrise.net -    0 |    9 |    9 |   11 |   17 |   23 |   20 |
|                   No response from host -  100 |    2 |    0 |    0 |    0 |    0 |    0 |
|                           172.253.51.41 -    0 |    9 |    9 |   12 |   19 |   24 |   21 |
|                           172.253.50.23 -    0 |    9 |    9 |   13 |   17 |   25 |   22 |
|                zrh11s02-in-f3.1e100.net -    0 |    9 |    9 |   13 |   18 |   24 |   14 |
|________________________________________________|______|______|______|______|______|______|

And tonight the network was actually so bad that even the automatic diagnostic tool of Sunrise detected an issue. I ran the test again and this were the results:

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.1.1 -    0 |   19 |   19 |    1 |    1 |    4 |    1 |
|         80-218-176-1.dclient.hispeed.ch -    0 |   19 |   19 |   16 |   68 |  298 |   24 |
|       217-168-52-201.static.cablecom.ch -    0 |   19 |   19 |   16 |   67 |  297 |   24 |
|         ch-zrh03a-rc2-ae-53-0.aorta.net -    0 |   19 |   19 |   17 |   68 |  298 |   25 |
|     zur01pe20.eth-trunk0.bb.sunrise.net -    0 |   19 |   19 |   17 |   70 |  299 |   25 |
|                   No response from host -  100 |    4 |    0 |    0 |    0 |    0 |    0 |
|                           172.253.51.39 -    0 |   19 |   19 |   19 |   71 |  300 |   27 |
|                          142.251.70.187 -    0 |   19 |   19 |   18 |   70 |  299 |   26 |
|                zrh04s16-in-f3.1e100.net -    0 |   19 |   19 |   18 |   70 |  299 |   26 |
|________________________________________________|______|______|______|______|______|______|

I guess this means the issue is directly outside the house? Internet here is managed by Diatel (but you have to go through Sunrise to get a subscription there).

I would love for Sunrise / Diatel to actually dig into it instead of basically restarting my router and telling me all LEDs are on green but it’s probably something that’s too expensive for one customer so I wish they would allow me to at least cancel my subscription :/

Daniele_Sunrise

Mr_L We have checked the signal values and they are set optimally for you. When gaming online, do you have the option of selecting the game server and choosing a different one? Do you use any security software installed on your gaming PC and if so, which exactly?

Greetings
Daniele

Mr_L

Daniele_Sunrise this game does not let me pick a specific server, however when the issue happens it seems to affect all services (Discord, Microsoft Teams, all games and even some websites take longer to load).

I only use Windows Defender on my computer, however since this issue also affect my phone which is connected over WiFi I’m not sure it makes a difference.

After a call with tech support they told me to reset my router since I have a few custom settings, however the issue happened again with no custom config so I ended up restoring the config.

Cheers,

Daniele_Sunrise

Mr_L I can’t find any other values from here that explain your error pattern. I assume everything is connected directly to the modem and nothing in between such as a switch, own DHCP server (Raspberry Pi), powerline adapter, etc.?

Do your affected devices use a LAN adapter or do they have a built-in LAN connection?

Greetings
Daniele

Mr_L

Yeah the computer is connected directly to the router and is using the built-in LAN connection. I even got a new Ethernet cable just to be sure. My phone is also connected directly to the connect box 3’s wifi (I tried both 2.4 Ghz and 5 Ghz) and it’s also affected by the issue (the packet drop happens at the exact same time) so I do not think it’s an issue with my devices.

The connect box 3 is connected through a filter that reduces the signal strength (it was installed by a sunrise technician to try to fix the packet drop issue), I’ve also tried to remove the filter when I had issues but it does not change the situation.

My best guest would be that there are some issues with Diatel’s network and that maybe some switch gets overloaded ? A friend that lives near me sometimes has issues at the same time as me (but other friends are not affected so I don’t think it’s an issue with the game) and sometimes he has issues when it’s fine for me.

I know how annoying it can be to troubleshoot since sometimes everything works perfectly and sometimes it’s unusable :/ Thanks for looking into it though.

Cheers!

Daniele_Sunrise

Mr_L I have now initiated a modem replacement so that we can also rule out the modem as the source of the error. You will receive the new modem in the next few days. Please replace all cables and the power supply unit with the new ones in the packaging. Please contact us again afterwards to see if the cause is still present.

Greetings
Daniele

Niccolas

Hello,

I have exactly the same concern, but really point after point, it’s really a carbon copy of what I encounter (canton of Bern as well).

I found this post by searching for the address “zur01pe20.eth-trunk0.bb.sunrise.net”, as this is the address I trace in my tools on which I have packet losses.

After several interactions with Sunrise technicians, I was able to have a new modem (Connect Box 3) sent to me. My joy was short-lived. The connection must have worked properly for 1 hour before I started losing packets again.

As Mr L described, it can work for a while and then not work at all.

I’ve done the same things as you, and the problem doesn’t come from my home or my devices (2 computers on LAN + 2 phones that lag at the same time).

How can we find a solution to this problem, which seems to come from Sunrise?

Thank you for your help.

Mr_L

It’s been 5 days since I got the router and so far I did not encounter the issue again, I want to believe it fixed the issue but I don’t want to be optimistic too fast haha. I will update if the issue comes again though!

Niccolas

Thanks for the feedback,

Now that I have the new router, I may need the filter that the technicians installed.

I hope it’s resolved for you, in my case, if I don’t find a solution soon, I’ll be forced to cancel.

@Daniele_Sunrise, could you please help me with this?

Thanks in advance.

Mr_L

Niccolas I actually did not connect the filter back again this time

Daniele_Sunrise

Niccolas Welcome to the community!

A filter cannot simply be installed. This usually only happens if the signal is too high and you cannot reduce it at the socket.

As your signal values are OK and I can’t find anything that explains the cause of your error, please contact our support team on 0800 707 707 for a more in-depth analysis.

Greetings
Daniele

Niccolas

Mr_L bad news for me then 🙁

Niccolas

Hello @Daniele_Sunrise

I’ve been on the phone for over an hour on 0800 707 707 for 2 days now, going round in circles, and I can’t get the in-depth analysis you suggest. I only have speedtest analyses, which don’t really allow me to draw any conclusions.

Could you please help me?

Thanks in advance.

Mr_L

Niccolas @Daniele_Sunrise

Well sadly changing the router did not fix the issue.

Most of last week was fine, I did swap to 5G thursday for a while but when I went back to Sunrise’s connection it was working again.

Tonight the issue appeared again and I had to swap to 5G because the connection quality is too poor to play.

@Niccolas I’ve been on the phone with their tech support for a while but same experience as you, they seem to only do a speed test which works fine but is not related to the issue :/

Let me know if they find anything for you!

Daniele_Sunrise

Mr_L The signal values of your modem are not set optimally. We have created a technician order for this. You will be contacted within 24 hours to arrange an appointment. Please contact us with feedback after the technician’s visit.

Greetings
Daniele

Niccolas

Hi, there, @Mr_L @Daniele_Sunrise

The exact same thing is happening to me, it works for a while and then not at all, forcing me to switch to 5G. It’s becoming quite unbearable. They changed a few settings on my box (like disabling IPv6, but it doesn’t change anything), by the way, at the time of the change, the connection was never so catastrophic.

Tomorrow, I have a scheduled call with one of their technicians. I’m going to confirm that it’s still not working and see about cancelling. They normally have to make a ticket for “level 2”, but I don’t think that’s going to change anything. The situation is starting to irritate me, especially the fact that I’m paying for a service I don’t have today.

I’ll keep you posted.

Daniele_Sunrise

Niccolas The signal values of your modem are set optimally. We do not see any interruptions on the part of our network.

Greetings
Daniele

Jaume

Well, reading you experience I believe I am tottally screwed. I moved to a new place and I hired sunrise package L about 20 days ago. What is my surprise that I cannot work properly (ssh connections drop) or play a videogame without bursts of freezing the game. The connection drops too often.

This makes that internet connection totally useless for the purposes I need. Yesterday I talked to a tecnician and they changed my router setting from ipv6 to ipv4. They let me observe for one day and they called me today to ask how it went. To my surprise I had a full day without problems, then they closed the incidence but now, peak hour at dinner time I had lots of bursts…

Since I have not been even one month with sunrise I am wondering if I can just cancel the service and try a different provider… but something like that makes the service totally unusable. And watching your experience… I definitely cannot be months running an investigation for this…

Mr_L

Jaume I think you can still cancel during the first 30 days.

Initially I also thought it was related to the network being overloaded but I’ve had this happen after midnight which makes me doubt it’s the issue.

Honestly at this point I would just love to know the reason for this even if it can’t be fixed or ask support if it’s possible to use the copper line instead of coax to see if it’s better.

So far I’ve been dealing with it by switching to 5G (not on the Sunrise network) but it’s not as stable as the connection when it works properly. And to add to the injury they increased the price by 1 CHF this month lol

Daniele_Sunrise

Jaume Welcome to the community!

Could you please log in to MySunrise and then surf to your Internet product. There you have a tab called “Options”. Here you will find Surf Protect. Could you please deactivate it and check the interruptions again.

In addition, the signal values of your modem are not set optimally. We have created a technician order for this. You will be contacted within 24 hours to arrange an appointment. Please contact us with feedback after the technician’s visit.

Greetings
Daniele

Jaume

Daniele_Sunrise I deactivated now the surf protect. Thanks