I'm losing my internet connection up to 20 times a week

8108441824 · 2025-04-13T12:59:30+00:00

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8108441824

Hi,does someone else having the same problem with this router or only me?I am losing my internet connection like 20 times a week.It is so annoying.Today is sunday and i needed restart my box second time already.I can’t watch tv,play online games cuz i lose my internet connection all the time.Or just my router model is faulty?Can i get replacement model?Or i can fix it somehow?Please respond Sunrise Stuff or just users who have the same problem as me.

Daniele_Sunrise

8108441824 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 after the technician visit with feedback.

Greetings
Daniele

barbarafuhrer

I had the same problem. Replaced thebox and now it is solved

8108441824

barbarafuhrer thank you for your answer. I have spoken today with support,they were very rude and unhelpful.They said for them it is everything ok.I need contact them when i have this problem again.They don’t want to replace my router . They need to check something.

8108441824

Daniele_Sunrise Thank you for your response. I hope it will fix my problem or determine what the problem is.I will update post after his visit.

marmeer

I am having, most probably, the same issue. Multiple PCs in my household loose their internet connection exactly at the same time for about 30 to 60 seconds multiple times a day. This is very frustrating, especially when working from home and it occurs during a video call.
The disconnects have occured at:
04/27/2025 10:00:55 PM
04/27/2025 9:45:41 PM
04/27/2025 2:59:55 AM
04/26/2025 8:47:54 AM
04/26/2025 6:50:09 AM
I have a Connect Box 3 since about 6 months. Unfortunately there is no proper logging on this device, to further debug this behavior.

The support options provided by Sunrise are also very disappointing. It is my expectation, that there would be a way to open a support ticket in which to directly communicate with the technical support of Sunrise. The Chat Bot is unusable and calling the support line several months ago in regards to another issue related to the Connect Box 3, just resulted in talking to someone who did not have any advanced knowledge of the device. Honestly, I am very disappointed. I feel like I have the equivalent of a subscription to a billig “Krankenkasse”

Daniele_Sunrise

marmeer Welcome to the community!

As you have a fiber connection and we do not have any fiber tools, we would ask you to have your line checked again via Support 0800 707 707.

Greetings
Daniele

LuxBishop

Thank you for the number.

8108441824

The technican were by me last week.He said something was wrong in the basement with the wires.Also he said thet my neighbour had the same issue.It it a over a week already and i had 0 problems till now,and don’t need to reset my router.I hope it will stay like this.Thank you @Daniele_Sunrise for you assistance and help.

8108441824

Now i have a real question.Internet is worikng much better,i don’t get disconnected,everythings fine.Today i log in in my sunrise account and i see alomst 150chf bill for my interent,so 50 as usual and 100 for a technican supprt.Why is that?Why should i pay for it when something was wrong,not olny me but neighbours also.It was not an unjustified visit by a technician.I think that these costs should 100% be paid by Sunrise and not the client.Why should I pay for internet that was constantly not working?And now they want to pass the cost of fixing this situation on to me. I hope this is just a mistake.Can someone answer me? Regards.

I have solved it with customer support,sorry for commotion.