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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Jaume

Daniele_Sunrise @Mr_L To bring some closure to the issue: PROBLEM SOLVED. I have now gone five days without a single drop. Before that, the issue occurred several times per hour consistently.

The problem is definitely the Sunrise router. I don’t think replacing it would help because I suspect the issue is a bug in the router’s software. Most people don’t notice problems like this unless they game or require continuous connections. I’ve seen several reports from people experiencing similar issues, and I’m convinced this is the cause.

The solution is to set up the Sunrise router in modem mode and connect it to another router, which will handle your home network.

If I were Sunrise, I would seriously consider improving the quality of the routers provided, especially since they are MAC-whitelisted and cannot be easily replaced. At least modem mode works…

Thank you very much!

Mr_L

Jaume hmm thanks for the update! Sadly, I don’t think we have the exact same issue, since I already tried modem mode and the problem was still present (in addition, my problem is sporadic and the connection does not drop, only super late packets or packet loss), but I will look into it just in case.

Mr_L

So, a technician came this morning and here’s the result of the conversation:

They acknowledged there is a sporadic but problematic issue with my internet
Usually they would think it’s an isolated problem but they recently had higher reports rates for similar issues
My LAN setup and house wiring seems to be good
They cannot directly do anything to fix the issue at the moment, but they are looking into it
The issue is tricky to troubleshoot because it’s hard to gather enough data since it’s sporadic
They have an intuition that it’s probably due to a bottleneck somewhere but they can’t pin point if it’s their network or Sunrise’s
I will provide them with more logs and run more tests to help them troubleshoot the issue
They are in contact with Sunrise to see if they can figure out what is wrong and if it can be fixed

On my side, I will take a subscription that I can cancel monthly with another internet provider and will use this for gaming and voice chats. If the issue with Sunrise is not fixed within 6 months and the other connection is stable, I will call Sunrise to cancel my subscription prematurely (and if they refuse, I will contact the ombudscom to see what can be done).

I sincerely hope I can stay with Sunrise because they are the only one who can provide high speed here and the socket inside my house is conveniently located.

I will keep posting update though.

Cheers and thanks for all the inputs.

pope

I’m facing similar issues since I switched from the old copper line to a fiber line. But in my case I only get barely half of the expected speed (70-80Mbit/s instead of 200Mbit/s). Also all devices affected, regardless of whether they’re connected by LAN or WIFI.

I’m not playing online games, but I can imagine that’s quite cumbersome. Where I feel it the most is with sunrise TV where I have the TV Box buffering for several seconds every 5-10 minutes - not really enjoyable.

I’ll have a chat with the tech support this evening, but reading this thread lowers my hope and expectations for help a bit if I’m honest.

If someone finds a solution, I’ll be more than happy to try it.

Mr_L

Update:

A technician came to my house on 04.04.2025 and gave me a connect box 3 that was configured in modem mode. We decided to try it for a week to see if anything would change. On my side I developed an app to track and log my ping automatically so I could see if there was a pattern during the day.

I tracked both the ping on the computer connected to this new modem and the ping on a raspberry pi inside my usual network.

Every second I monitored weather data, min ping, average ping, max ping and lost packets. The pings were done on the following servers:

8.8.8.8 (Google’s DNS)
80-218-176-1.dclient.hispeed.ch (Sunrise)
217-168-52-201.static.cablecom.ch (Sunrise)
zur01pe20.eth-trunk0.bb.sunrise.net (Sunrise)
195.141.239.98 (Sunrise)

The following charts show the results (I plotted average and max ping, if the ping exceeds 60ms (the usual value is under 20ms for all servers when there are no issues).

The results during 2 days seems to show that the issue always happen around the same time. This makes me think that the network is in fact overloaded between ~19h30 and ~23h00. It could be an issue with one of the “boxes in the street” in my village since my friend does not have the same issues at the same time (he has a few issues sometimes but it doesn’t affect him as much as me).

The reason the PC has more spikes is because the new modem does not have the filter installed, which causes a bit more instabilities. However, the big spikes affect both devices.

Also I verified by making a page that shows the status in real time, the spikes in the chart indeed corresponds to when I notice lag in game / in voice chats

Mr_L

Update:

On 29.04.2025 technicians changed the amplifier in the box outside of the house.

Sadly this did not change anything, the same issue persists and last week it was even worse.

A friend in Biel also has issues from time to time but it’s not as often, which makes me think the network is not handling overloading properly (the download speed during theses events is still high but it makes time sensitive stuff not work :/).

I still did not try to get another subscription in parallel as Sunrise seems to be working on the issue, but I still have to switch to 5g often which is very annoying.

Cheers,

Mr_L

Update on 13.06.2025: I called Sunrise to cancel my subscription since I had problems for so long, but instead we agreed that they will switch me on the VDSL line next week instead of the coax.

Finger crossed that it will fix the stability issues, as I would rather have a low download speeds (max 450mbit/s vs actually achieved 2200mbit/s).

I wish they would lower the price of the subscription to match the new speed though, but the lower subscription tier is only 200mbit/s..).

Update on 21.06.2025: They disabled the coax connection despite the VDSL not being set up 🫠. I called them and they said that a technician needs to come (I told them that it would be the case last week….). The technician comes next Thursday so it’s gonna be one week on 5g.

Also the company mandated by Sunrise asked me for more charts from my ping tool, thought I would share them here for anyone interested:

How many issues I counted per day, usually above 200-300 means Swisscom’s 5G is more stable than the wired network.

And on this chart we can see that most of the issues are always at what I assume is peak hours.

I will update once the VDSL connection has been running for a while, to see if it’s stable. Honestly I have to say that the support has been mostly great once I told them I would break my contract, but I don’t like that it had to go this far.

I don’t know if I will stay with Sunrise if they don’t allow me to keep the coax line in parallel, because the coax line was my only reason to pick this provider over another one. But I will take stability over speed.

Mr_L

Update on 06.07.2025: SOLVED

After 6+ months of issues, I called Sunrise telling them I want to cancel my contract (it’s something you can do according to the contract, if your internet is not working for 7 days)

They put me in contact with a technician who suggested we try to use the VDSL line instead of the coax line.

This solved the issue (after having to wait 6 days without internet).

My internet speed is now 550mbit/s instead of ~2300mbit/s BUT, the upload speed doubled (120mbit/s instead of 60mbit/s) and the average ping went from 25ms to 15ms (in one of the game I play).

It was a bumpy ride and I’m glad it is solved, however my only reason to go with Sunrise was for the coax line, so I’m not sure I will stay when my contract ends (I really want a provider that lets me cancel at any point :/)

In this chart you can clearly see when I switched to VDSL :

The number of issues is also now close to 0 (granted it’s been only 10 days since I monitored it), but compared to the chart in the previous post the difference is insane.

Anyway, I wish good luck to anyone who has similar issues. Some of my friends also have issues from time to time but it is not as frequent. I hope one day I can hope back on the coax (or have it in parallel to test) but for now, I’m happy with the solution.

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