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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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

Daniele_Sunrise

Jaume Is the error still present? If not, I would still leave the technician appointment open.

Greetings
Daniele

Mr_L

Daniele_Sunrise

The last time a technician came they installed a filter to reduce the signal strength, when I got the new router I did not install it back since I was instructed to not connect anything between the router and the wall socket.

Should I put the filter back before we schedule the technician so they don’t come for the same thing ?

I will update again if the issue appears again after reconnecting the filter.

Cheers and thanks for your involvement!

Daniele_Sunrise

Mr_L No, please do not use a filter, but leave everything as it is. The technician will decide beforehand what else he can set and whether your filter can still be used.

Greetings
Daniele

Kudzuf

Hello Mr_L, Niccolas, Jaume and Daniele,

I had this problem a few months ago. A technician came to solve the issue. Unfortunately, he didn’t see any problem. The router was changed and everything went fine for a few weeks. Then the router rebooted 2 times a day. Now it’s more like 10 times a day at small intervals (between 5min and 12min) which is extremely annoying during calls home.

Do you think that the issue comes from the network? Or from the Connect 3 box?
Thank you for your thoughts

Daniele_Sunrise

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

Greetings
Daniele

Mr_L

Daniele_Sunrise

Ah, since I received an email from sunrise telling me me the technician visit was cancelled I assumed it was you (the mail could’ve been for the new connect box) and told the company who called me that we would cancel it for now. Following that I connected the filter again and indeed there still was some packet loss (not as strong as usual).

Should I call them back or do you need to tell them to call me ?

Cheers,

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