Very bad support

mpanasci

Hi,

I’m very disappointed about sunrise support.
I’m a long time customer, for many services (Internet, TV, 4 mobile subscriptions) and I’m facing two problem with my internet box and it seems that support is completely ignoring my issues.
I’ve configured my internet boy with dmz forwarding all incoming traffic to my Fortigate firewall. Since then everything is good, but when I configured my fortinet IPSec VPN tunnel even if I can bring up the connection no internal traffic is allowed. It’s not a firewall policy matter, it seems that sunrise is blocking my IPSec traffic.
Secondly, on 16th of july I made a call with support because my internet box password was not working anymore, and I’m sure that I never changed it. They suggest me to reset the box et told me that someone from enginner team will call me soon. After 10 days I’m still waiting for a call. Meanwhile I reset my internet box configuration and password has worked a couple of day, but now I’m facing same problem. It’s like something on Sunrise network is changing my password.
I really need help quickly, so if someone here can help it would be appreciated.
Thanks.
Regards.

Cosmo24

Hello mpanasci

To be honest, I’m not an expert in IPSec VPN configurations, but this is a problem that happens from time to time. Regarding your experience, it is unfortunately a known issue that promised callbacks get forgotten every now and then.

Also, Sunrise fiber connections run on IPv6 DS-Light by default. If your Fortigate firewall requires a native IPv4 address, the tunnel traffic will probably fail or drop there. You should contact Sunrise support and ask them specifically to switch your connection from IPv6 to IPv4, or alternatively wait from Monday for @Daniele_Sunrise when he is back. Because as I see above, you are still using the older Sunrise Internet Box Fiber, so he can perform this change and maybe even initiate a replacement of your old modem at the same time.

Because when I look at the problem with the modem password, if it works for a short time after a hardware reset with a paperclip but then gets lost again after a few days, that is already very strange. The modem itself might already be the problem. This model is quite old by now and has probably already reached its End of Life phase, which might explain these bugs.

cheerio cosmo

Daniele_Sunrise

mpanasci The only change I can think of that I can make is the CG Nat. I’ve made an adjustment here. Could you please restart your modem in about an hour and test it again?

If it still doesn’t work after my adjustment, you’ll need to contact support again, since I’ll be away this week. Or maybe someone else in the community has some tips?

Greetings
Daniele

mpanasci

Hi Cosmo24,

Thank you for your reply. To be honest, the migration from IPv6 to IPv4 was completed two years ago.

Unfortunately, technical support can’t or won’t help me. As a systems and network engineer, it’s quite frustrating to talk to people who don’t understand what I’m saying. I accept that, I’m patient and understanding, but they always tell me the same thing: “I need to check, we’ll call you back.” But they never did. I am very satisfied with Sunrise’s services, and I know that my request concerns only details, but details make all the difference.

Regards

Cosmo24

mpanasci

Thanks for the clarification. In this case we should probably wait until Daniele spots this thread since he is tagged and should see it. He can likely take a look at your profile to see if everything is still correct when he is back.

The issue with callbacks unfortunately is and probably always will be a topic that I have experienced myself. Please note that the hotline has limitations regarding custom configurations and cannot provide assistance for external hardware like Fortigate firewalls. Regarding the password bug the old hardware could still be the root cause. A modem replacement should maybe also be considered here.

mpanasci

Cosmo24

ok thanks, I will patiently wait 🙂

mpanasci

Daniele_Sunrise

Hi Daniele thank you very much for your help, I will try later and let you know.

Have a nice day.

Regards.

mpanasci

I fixed my VPN issue, it was a VPN Phase1 setting : fortinet-esp disable

But still have same password issue on my router, cannot connect to the admin interface, unless I reset the router.

Again thanks a lot for your help, very appreciated.

Regards.

Cosmo24

mpanasci

Great news that you fixed the VPN issue with the Phase 1 setting. Thank you for sharing the solution with the community.

Since Daniele is now no longer available this week you should contact the hotline directly (0800 707 707). Explain to them that your modem keeps losing its password after a few days and is acting up so a hardware replacement is likely necessary. They can also trigger a swap for a newer model since your current fiber box as mentioned above is already a legacy device.

Cheerio cosmo

mpanasci

Cosmo24
I will probably do that after holidays, late august.

Thank.

Kind regards.