Unable to access (part of) internet

Hi, since last thursday, we have been unable to access lost of website and services. After investigating, I am pretty sure there is some problem with the ipv4 connectivity:

• Only website which expose an ipv6 adress are reachable
• When ipv6 ip is disabled on the box we completly loose internet access

When doing a tracert on an ipv4 adress we manage to reach the first layer of the sunrise stack. And the online troubleshooting think the box is connected and working fine. After calling the support 3times and spending several hours on it (rebooting, reseting, factory setting reset…) nothing changed.

Any advice? Router is in default factory setting. same issue happen with multiple devices + the tracert result make me think the problem is on the sunrise side, but techsupport is not helping.

Daniele_Sunrise

not at home at the moment, but its unlikely to work as that what techsupport tried already.

talking to customer service actually was more useful:

"""

I can see there are issues in the area and the reason why a ticket was not raised from the agents prior is because an internal ticket for that area is already open.

"""

so it does seems like a sunrise issue. would have been nice to know about it

Daniele_Sunrise so yes it did not work. In fact when switching to ipv4 we completely loose internet. In ipv6 mode we can at least access the ipv6 enabled sites.

If you could reenable the ipv6 on the router it would be great, thanks.

Thanks, I now have full internet access.

I would also check that IPv6 and IPv4 protocol is active on your modem.

I don’t seems to be able to reenable ipv6 myself, but that should not be a problem.