I used to have a UPC 1 Gbit modem that worked flawlessly for years. Recently, I began experiencing irregular disconnections. The modem would blink white, sometimes returning to solid white, other times switching to blinking blue, then blinking white again before stabilizing. These interruptions lasted between 2 and 15 minutes and occurred multiple times per day.
Eventually, I received a replacement modem — the Connect Box 3 (2.5 Gbit). This improved things somewhat: now there are only a few interruptions per day, usually under 5 minutes. However, the connection remains unstable. Sometimes it runs fine for 24 hours, then suddenly drops multiple times within an hour. We rely on this connection both for hosting a server and for home office work, and these instabilities compromise both.
Looking at the Sunrise modem logs, I consistently see warnings such as:
These are often followed by critical errors like:
critical - Receive Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received – T4 timeout
critical - SYNC Timing Synchronization failure – Failed to acquire QAM/QPESK symbol timing
critical - DHCP FAILED, Critical field invalid in response
So far, no one has been able to resolve this. I was told my modem is under surveillance (for over a week now), but the analysis is still ongoing. One support agent suggested switching to a new contract, which might resolve the issue.
I’m asking for someone knowledgeable at Sunrise to take ownership of this issue, identify the root cause, and explain how it can be resolved
