No route out of sunrise network

bob195 · 2025-05-08T04:20:14+00:00

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bob195

Hello Sunrise.

I have a connection with the modem but the Sunrise Network does not rout me to the public internet.

It renders it pretty useless. I have to cancel the subscription otherwise.

here the details:

Ping is not working:
ping 8.8.8.8

PING 8.8.8.8 (8.8.8.8): 56 data bytes

Request timeout for icmp_seq 0

Request timeout for icmp_seq 1

Request timeout for icmp_seq 2

Traceroute here:
traceroute 8.8.8.8

traceroute to 8.8.8.8 (8.8.8.8), 64 hops max, 40 byte packets

1 46.140.27.9 (46.140.27.9) 2.882 ms 2.218 ms 1.592 ms

2 10.149.188.1 (10.149.188.1) 13.118 ms 13.232 ms 21.152 ms

3 46.140.5.149 (46.140.5.149) 10.925 ms 13.542 ms 12.217 ms

4 * * *

5 * * *

6 * * *

7 * * *

8 * * *…

My fixed IP is always singable if the modem is connected or not. Looks like a virtual IP with forwarding.

But there is no traffic in either direction Please Fix.

Xydocq

hello bob195

Welcome to the community.

According to your information, you get a public IPv4 address from Sunrise.
Strange is the IP on 2nd hop, 10.149.188.1 is a private IP, how can that be on the WAN side?

What Mode are you running your Connect Box 3 on? Router Mode or Modem Mode?
Did you try a factory reset of the Connect Box 3?

We’re a user based community, so unfortunately we can’t look into anything regarding your internet connection.

If the problem persists, you might have to call 0800 707 707 and have them look into it. Maybe they can figure out what’s wrong with your internet connection.

If you’re a business client please call 0800 111 555

Daniele_Sunrise

bob195 Welcome to the community!

We cannot find your modem as a Business customer in our system. Please contact Business Support here.

Greetings
Daniele

bob195

I did factory reset the device several times. with the same result.

Unfortunately Sunrise is not capable to provide support, the support guys there work with a script like did you switch on your computer… if it is not on the script we have an IQ issue.
Even they are not capable to query 2nd and 3rd level support because they don’t get the issue into their brains. Probably it will never work and I will have to cancel the internet line.

The UPC line which is working for many years is just too expensive to run so I have to cancel that contract and go with 5G internet in future but hell no not with sunrise or affiliated company.

maxell182

Hi bob195

I checked the IPs and there is sure something off with the routing.
Going from a Static IP to a Private IP and then again to a Static Public IP…

Perhaps @Daniele_Sunrise or @Sunrise_Team can help here, if not, you can write to abuse@sunrise.net

br
maxell182

Xydocq

bob195

What are the settings for the UPC line like? Is it also with a static Internet IP?

Maybe UPC line and Sunrise line interfere with each other?

bob195

The settings for the UPC line and the Sunrise are different for the user network.
to be sure the modems don’t interfere with each other I run them not at the same time on the same HF line.

The issue is not with the modem it is common practise to to map Public IP’s over a private network. I am not worried about that the is only transport and it is not the cause of the problem. The cause of the problem is on the breakout side.
to be precise 46.140.5.149 or the system behind that gateway.

I have connected to all possible support lines and all of them are clueless. Some of them refused to open a ticket.

For a company with business grade of products they provide sup par support structure. I have to deal every day with enterprise network infrastructure. I know that sunrise does not provide enterprise level support. but hell this horrific support from sunrise not worth to deal with at all. I am pretty confident they remain clueless and are not capable to fix the issue.

bob195

Hello Daniele,

It does not make any change I have contacted there but unfortunately no one does effective help.

I got mail that there is a ticket but no one can follow it since there is no interface for suche a thing.
therefore I am at the end of what I can do. Since it is not working since 1.5.2025 and there is no sign of interest for the matter to be resolved on the side of Sunrise I’m going to cancel all services from UPC and Sunrise.

Also will warn anyone who dares to think of getting products from Sunrise. It’s just a bad Idea since customer Support is not existing at all.

I am a business customer at UPC and I wanted to move to Private with a Business product. But hell You can’t even find my account ? What does this tell me ?

Sorry but that tops off everything.

Regards

Andre