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

Mr_L · 2024-10-03T21:05:32+00:00

Sunrise Community - I clienti aiutano gli altri clienti per tutto ciò che riguarda la televisione, Internet, il telefono e il cellulare. Registratevi ora!

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

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

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

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

Greetings
Daniele

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,

Jaume

Daniele_Sunrise Yes, the problem persists. Yesterday afternoon my connection was pretty unusable. Brusts of drop connections every 5-10 minuts that were interrupting anything, discord calls, ssh sessions, game sessions etc…

Daniele_Sunrise

Jaume Le technicien se présentera chez vous demain 12.03.2025 09:00 - 12.03.2025 11:00 et corrigera la cause. Merci de revenir ensuite pour un contrôle de la ligne.

Salutations
Daniele

Daniele_Sunrise

Mr_L The signal values of your modem are now set optimally and a technician is no longer necessary.

Greetings
Daniele

Mr_L

Daniele_Sunrise

Sadly the issue happened again tonight, I feel like the filter made it worse but without it the signal strength is too strong so I guess it’s not something that can be fixed here :/

Jaume

Daniele_Sunrise The technician was at my place today. He said the parameters of the connection are not great. (3 red). Then we found the entry point of the line at my neighbour house, he went there and did something but the lady had to go to work and he could not finish. He said the line improved but he needs more time. Then, he told me sunrise would call me, would call my neighbour and arranage a time they can come back and work more on it.

After all the changes I had the bursts losts again. So, not improved. Maybe less frequent but who knows (maybe placebo xD)

I have not received any call or message from sunrise telling me when they would come again

thanks

Daniele_Sunrise

Mr_L The signal is correct and not strongly adjusted. The error must therefore be somewhere else.

Can you please answer these questions?
Which device has the error?
How exactly do you notice the error?
How is the device connected to the Internet?

Greetings
Daniele

Daniele_Sunrise

Jaume We see the follow-up order for your neighbor. We ask for your patience until we can fix an appointment with your neighbor.

Greetings
Daniele

Mr_L

Daniele_Sunrise

It affects all devices connected to my router. WiFi and Ethernet cable (see the post https://community.sunrise.ch/d/39187-bursts-of-packet-loss-late-packet-30-accross-all-devices-lan-and-wifi/6 above) are affected as the issue happens at the same time on all devices (tested on 2 different PCs, my Raspbery PI and my phone).

I notice it because voice chats cuts off and online video games become unplayable, to the point that 5G is slightly better (but not optimal at all). See the video here:

(it affects all online games I play, not just this one)

Cheers,

Daniele_Sunrise

Mr_L Unfortunately, I have no other solutions in mind, except that a security software could still interfere here. Are you using security software such as an antivirus scan or similar?

Greetings
Daniele

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