DO SUNRISE SUPPORT THEIR CUSTOMERS?

PeteBear

When I connect using mobile data I get 172.20.10.1 which works. however, when I connect over Sunrise I get 62.2.17.60 (ns10.cablecom.net) which doesn’t (clearly)

Xydocq

PeteBear

I tried to reproduce your problem. I don’t have Citrix VPN, so I was using my L2TP/IPSec VPN for testing.

I did connect my laptop to the Connect Box 3 over LAN and WLAN. The results are a as follow:

VPN over LAN: works
WLAN no VPN: works
VPN over WLAN: works

No matter from where I connect to the VPN (Connect Box 3, Sunrise or mobile hotspot, Swisscom) . My VPN server is used as DNS and webpages load just fine.

PeteBear

Xydocq thank you, I will look in a few mins. For security reasons a lot of the stuff on my laptop is company managed so i can’t see some of the settings

Pete

PeteBear

Hi,

Thank you for taking the effort to reply, however, it doesn’t really help (I don’t know what I am supposed to do with the information).

My situation doesn’t work and the issue appears to be a combination of Sunrise and my employers set up. Both are pointing at the other and, in the mean time I am stuck in the middle with no idea what to do.

The reality is that everything worked fine a couple of weeks ago and now it doesn’t.

Given everything works using mobile data, maybe I should focus my efforts on finding another ISP? Tell me, will Sunrise refund for the time this as not worked?

Pete

Xydocq

PeteBear will Sunrise refund for the time this as not worked?

no, they won’t refund anything. Sorry

Your connection has been changed to IPv4. That would allow you to use a third party router. Not sure if your IT people could provide one for testing before spending any money on it. At least you could figure out, if it is a Sunrise problem or the Connect Box 3.

PeteBear

I have technology here, after 38 years working in IT I have the stuff coming out of my ears. My experience of technology makes this even more frustration…and as I keep saying, it all worked a couple of weeks ago.

Anyway, sunrise have again pushed me back to my employer. As you have failed to deliver a service I will look for another solution. NOT happy here!

Xydocq

PeteBear

I’m a customer as well.

I was reading thru everything you said here…. and yes, there was something that changed. If I am not totaly wrong the Connect Box 3 HFC received a firmware-update in early December 2024.

PeteBear

Thanks, probably not that thought as it worked a couple of weeks ago!

bojan_mil

Hi all,
I have exactly the same issue as @PeteBear is facing, but bit more north in Zürich Unterland.

I’m using: Connect Box 3

My company is using: FortiClient.

Problems started very recently, I believe on: 22nd of January in the evening.
So far I tried:

Restarting router multiple times
Contacted my company’s IT department -> they were comparing ‘ipconfig /all’ before and after VPN connection and didn’t see anything wrong in the configuration
Flushing DNS cache
Switching back and forward to Mobile shared network -> Mobile works, Sunrise not
Putting router back to factory setting (just this morning)

I’m not sure if I’m able to switch: modem to IPV4 on my own?

It also seems to me like a DNS issue, but a networking expert, so I’m not able to figure out more.
What also know my company is not sending whole traffic over VPN, but only a sensitive one important for our company. Everything else should continue to go over normal DNS, but maybe this is generally true for VPNs.

Maybe having two person with the same issue helps to figure out the problem easier, but if you prefer I can open a separate thread.

EDIT:
I noticed one thing though. Maybe it’s a long shot, but last time I got my Windows 11 updated was on 22.1.
2025-01 Cumulative Update for Windows 11 Version 24H2 for x64-based Systems (KB5050009)
Successfully installed on ‎22.‎01.‎2025
2025-01 Cumulative Update for .NET Framework 3.5 and 4.8.1 for Windows 11, version 24H2 for x64 (KB5049622)
Successfully installed on ‎22.‎01.‎2025

Wondering now if these could anyhow be related…

Regards,
Bojan

PeteBear

bojan_mil it is strangely reassuring to hear someone else has the same issue. I am still struggling. My company’s IT people say they will connect remotely and look at what is going on today.

Personally, I am not convinced that they will be able to connect in the scenario where it doesn’t work. I think they would like an excuse to visit me at home (Lugano) from the office in Zürich.

I will post again here if they find anything

Daniele_Sunrise

bojan_mil Welcome to the community!

We have made the switch to IPv4, which will be completed in a few minutes. Can you please try again afterwards?

Greetings
Daniele

PeteBear

I am now back online again.

Somehow IPv6 was enabled in the settings on my laptop. Interesting as we use IPv4 across the firm and users don’t have permissions to change such settings (we’re a financial institution so security is a topic)

Regardless of the cause, I am back online so happy!

bojan_mil

Hi Daniele,
Than you. That explains a interrupted Google meet a few minutes ago😣

Anyway seems to work now. I was a bit on and off for some minutes, but it stabilized now.

Will this change stay permanent?

Thanks,
Bojan

Daniele_Sunrise

bojan_mil Yes, we will leave your modem on IPv4 for as long as you wish.

Greetings
Daniele

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