Internet disconnecting every 5 minutes

Aleks · 2025-06-29T17:03:52+00:00

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Aleks

Internet stopped working about 3-4 hours ago.
“no internet connection” after about 5 minutes of usage. Then I need to turn off the connect box, turn it on again, wait for 15 minutes for internet to re-establish itself, and then it will work for about 5 minutes before losing it again.
Rinse and repeat since 3-4 hours ago

Can this be fixed please ? it is highly frustrating.

edit:
also in the router settings, internet is sometimes shown with the message “Fail Safe Mode” and sometimes “No RF signal detected”.

Daniele_Sunrise

Aleks Your modem has been online for 1 day and 12 hours. Is your request still current?

Greetings
Daniele

Aleks

I had a couple more disconnections around 20:00 today
lasted a very short time so didn’t impact much

No issue that I can see from my side
I don’t see any error when connecting to my moden
I did a network diagnostic from it and it just say that my home network “has a few problems” but doesn’t really give any details on that
I cannot see anything else
I don’t know if you can see anything else wrong from your end but if you cannot find any issue either, we can close this discussion and I’ll open a new one if the issue arise again

Daniele_Sunrise

Aleks The signal values of your connection 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 visit.

Greetings
Daniele

Aleks

what does that mean “no set optimally” ? How do I set them optimally ?
no one contacted me and why does someone need to come to see that I, Indeed, don’t have internet ?
the issue started again, worse than before

Aleks

Couldn’t use internet the entire day (and still going)
I have a NAS connected to the box, and it has been informing me when the internet went down and when it connected back again
can something be done about this please ?

Xydocq

greetings Aleks

@Daniele_Sunrise is the only employee of Sunrise around. He works from Monday to Thursday.

If you haven’t been contacted to schedule an appointment, you might want to call 0800 707 707 and have them look into your connection again.

kind regards

Daniele_Sunrise

Aleks Please call Cablegroup on their phone number 058 201 6020 in order for you to set an appointment regarding your internet issue.

This is your Ticket ID: 2668514.

Greetings
Daniele

Aleks

I got a new box on saturday morning (connect box 3)

I set it up but the box was having a green light blinking constantly, which apparently means a firmware update

after 2h and having reset the box once it was still blinking green, I called support > they told me to reset it again and call back in 30 minutes if it didn’t work

I reset > wait 30 minutes > still blinking in green > called them again > they told me to call on monday so I could setup a tech order

On Sunday though, box was still blinking and at around 3pm > it switched to white light > internet was working again, with no further action from my side.

I guess the firmware update takes 2 days.
for now issue seems fixed, didn’t have any other problems, so far.

solution : order a new box, wait for firmware update which takes almost 2 days