Modem replacement to Connect Box 3 Fiber

JGP001 · 2025-02-24T10:35:55+00:00

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JGP001

My modem was replaced from old DSL (Internet Box) to the Connect Box 3 Fiber last Tuesday 18th, I received confirmation SMS to place and install the new modem as it is ready to be used, has been almost around 1 week and now the issue is that the ‘Sunrise Connect’ app tells me my modem is not supported, I guess his might be related to the previous modem (Sunrise Internet Box) and not the Fiber Box, I have also measured the speed and noticed an improvement but checking on the website should be up to 2.5 Gbit/s speed, but at the moment just getting around 1GB and not full speed as mentioned, I called sunrise support directly and told me after installation it should take a couple of days and that Connect app should work by logging out and logging back in again but is not the case, plus the Connect Pods are no longer working which on the call I was told a new ones will be sent as new modem requires new ones, it has been over a week so wanted to get some help.

Thanks!

Xydocq

hello JGP001

Port 1, 2 and 3 of the Connect Box 3 FIBRE only support 1GBit/s. The only port to support 2.5Gbit/s is port 4.

In order to have more then 1Gbit/s your hardware needs to support a faster connection too. If you don’t have a 2.5Gbit/s NIC installed you will not get the download speed as offered.

2.5Gbit/s USB adapters might work, but there’s no guarantee, they will offer full speed. A lot depends on the USB port, the adapter itself and the drivers used. While testing a USB adapter, I got results ranging from 300Mbit/s up to 2.3Gbit/s.

Cables cat5e or better are required for 2.5Gbit/s.

If logging out and back in doesn’t work, try to uninstall the app and install it again.

hope this helps

JGP001

hello,

Thanks for sharing the speed details and the update, I get it now why not getting full speed, yeah I tried via Ethernet on the port 4 with the ethernet cable that came with the box.

On the other side and mainly request that I opened this is that Connect App still does not work, manually uninstall/install does not fix the issue, I still get the modem not supported message and Connect Pods are also not working and neither haven’t receive new ones.

Is this something could be solved from Sunrise side, not sure if there is any setup or configuration pending to be pushed or not enable which Connect App does not detect my new modem and also a solution for the Connect Pods.

Thanks!