Low internet speed after migrating from UPC to Sunrise

8109667684 · 2025-01-17T13:20:17+00:00

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8109667684

After migrating from the UPC 1GBit to Sunrise 2.5GBit internet program, my actually measured speeds have dropped dramatically. In the past I was measuring close to 0.5 GBit and nowadays I am close to 0.1 Gbit.

Could Sunrise help me to diagnose and resolve the issue?

Thank you for your assistance.

Xydocq

hello 8109667684

You can start a diagnostic test by yourself. Log into your MySunrise-account, go to Support center > Technical Help > select the Internet-product > Fix my internet start the test there.

Another thing you can try is to power off the Connect Box. Disconnect it from power and the internet. Wait for 10 to 20 minutes before you plug in any cable and fire up the Connect Box 2 again. Give it some time to boot properly. Run a speed test and the diagnostic again to see if the problem got solved.

If you still experience slow internet speed, you might want to call 0800 707 707

Daniele_Sunrise

8109667684 Welcome to the community!

Have you been able to solve your problem in the meantime or is the error with the speed still there?

Greetings
Daniele

8109667684

Hi both,

Thank you for your recommendations. I attempted as described above, but nothing changed. I run the speed test and I still measure speeds capped to 100Mbs download/upload.

Any further recommendations, or something you can check from your side?

Thank you for your support.

Daniele_Sunrise

8109667684 It looks like your NAS on LAN 4 is only connecting at 100 mbit. LAN 3 uses 1Gbit.

I have a few questions about this:
- Is the NAS plugged directly into the LAN 4 modem or is there a switch in between?
- Is the LAN cable on LAN 4 at least a CAT5e or better a CAT6 cable?
- Do you have another LAN cable to test?
- Is 100mbit manually set somewhere in the NAS settings?

At your own risk:
Can you manually set the speed of the LAN connection on your NAS to 1Gbit, for example? Please note that you may then no longer be able to connect to your NAS and have to reset it.

Another thread:

Greetings
Daniele

Xydocq

hello 8109667684

That’s the difference between tech support and customer recommendation.

The question is, what is plugged into Port 4 of the Connect Box 3? I did try a lot of things on my Connect Box 3 and I can say, Port 4 is a total mess.

It works well when I plug in a client directly. With a USB 2.5GBit/s adapter on my laptop I get download speeds of 1.6Gbit/s. With a 2.5GBit/s NIC on the workstation it goes up to 2.3Gbit/s. When I plug in ONE switch to get more 2.5Gbit/s ports, the speed drops to 100Mbit/s. I did try managed and unmanaged switches from Netgear on Port 4, it was a total disaster. Fun fact: When I connected both switches in line, I got the 2.5Gbit/s on the second switch but not on the first one. There was wild discussion on the german section about port 4 and the speed issues. Someone was lucky enough to find a switch that will not lower the speed on port 4. It’s a switch made by KeepLink, available from aliexpress. I got the 4 port model KP-9000-6XH-X2 and I can confirm it works.

It would be nice to know, where did you plug in what on your network?

8109667684

Hi Daniele,

My configuration is as following, the NAS is indeed connected to port 4, which is limited to 100Mbs. But in port 3 I have connected my wifi router with a CAT6 cable, this should be limited to 1000Mbs.

At the wifi router, I perform the speed tests. My issue is that prior to the transition from upc to sunrise, I was measuring 400-500Mbps, with the exact same configuration. I have not changed anything. The limitations to my NAS is not my concern.

Thank you.

Daniele_Sunrise

8109667684 May I ask which model of WIFI router you have? Does your WIFI router also have LAN connections? I’m asking because otherwise you could set your modem to bridge mode and then you can connect all your devices.

After your answer, I will check with a technician.

Greetings
Daniele

Daniele_Sunrise

8109667684 I forgot to mention that you can only have 2.5 Gbit on LAN 4 with the new modem, the Connect Box 3.

Greetings
Daniele

8109667684

The wifi router I am using is the Asus RT-AC68U. Yes it does have LAN connections.

Concerning the 2.5 Gbit, I know that indeed this is theoretically possible only with the newer modem 3. But I would be happy for the moment with my current setup to go beyond the 100Mbit limit that I am experiencing.

8109667684

But it won’t be my preferred solution to move the NAS to the wifi router due to physical placement. Also, this setup worked before, so this seems more of a provider issue.

Daniele_Sunrise

8109667684 I’ll check out a technician request tomorrow and get back to you as soon as you’ve answered my question. 😊

I know you haven’t changed anything, but could you please check this tip to see if there is any service on your router that is limiting the speed?

“If you recently encounter limited speed acceleration, or unable to reach maximum connection speed, please try to disable the following features: AiProtection, Traffic Analyzer, Web History, Adaptive QoS, Game boost, Web & apps filters, bandwidth monitor, Mobile Game Mode to maintain the optimal internet speed.”

Greetings
Daniele

8109667684

Hi both,

I really appreciate both your input. I think the better test would be to remove everything from the Connect box 2, activate its wifi and measure from there the internet speed. If that is still limited to 100Mbs, my other devices or the rest of the network are irrelevant. I will do that and let you know on the results.

Thank you both for your input.

Xydocq

8109667684

I would like to understand your current setup. I got confused with the CB3 mentioned somewhere a long the lines.

How do your computers connect to the internet? Are you using WLAN or LAN connections? The Connect Box 2 runs in Router-Mode or Bridge-Mode?

Unlike @Daniele_Sunrise, I am not able to look into it… since I am a customer like you are.

If you’re using WLAN the connection speed will also depend on your energy settings. If I am not using Best effort on my Surface Go, the WLAN drops to 143Mbit/s Up and Down on the device or even worse.