Gabbo

Mattia_sunrise
Hello Mattia, I have already been changed to IPV4 and configured bridge mode….
Everything is working fine & exactly like before with the CB3…

I dont really know what the difference is for a “home user” to use IPV6 vs IPV4…
Most of my devices were working as expected but I had some problems with some cloud connected devices losing connection temporarily or requiring several attempts to connect e.g. Sonos & iRobot….

What am I losing by not having IPV6 ?

It seems strange the configurations for internet speeds >1Gbps do not allow the user to easily use their own router for Wifi…
I prefer to have my own Wifi router because Sunrise dont offer the advanced capabilities such user access, monitoring or notifications when a device connects to your network.

Why was the DMZ feature removed from the CB3?
From what I understand from the forum, if this was activated again, users could have IPV6 and no problems with double NAT…?

Anyway, everything is working for me so I am happy.
But considering that I paid for the “upgraded device” to 2.5gbps I am surprised at the lack of information in advance…..
You could ask the users when taking the new CB3 of Fiber if they will use their own router & automatically configure it as IPv4 from the beginning… Or inform about the need to switch to IPV6 or provide advice has to avoid the double NAT etc.

Thanks @Daniele_Sunrise I can confirm that “Modem Mode” is now available & I have switch the CB3 to “Bridge Mode” and everything is working as expected.

Thanks a lot for your excellent support as usual !!

I have rebooted the CB3 several times & it still seems to be using IPv6…

There is no DMZ option available so I have set the Firewall option to “Disabled”.
Will this work or are there other features that I am unable to turn off?

I still have some small problems with connectivity with some cloud connected devices & my Pixel 7 drops the Wifi a few times an hour because “there is no internet connection available”…

I have the CB3 (2.5 Gbps coax) non-fiber router which is configured for IPv6 but I have no option for Bridge mode or “DMZ”…

How can I enable the DMZ ?

Daniele_Sunrise thanks Danielle..!

I will try switching back to bridge mode when I’m home.

There is no way to keep IPv6 and use an external router for WiFi?

Gabbo

I initially thought that this configuration was working as some devices seem to be connecting to the internet.
I have deactivated the “Firewall” in the CM3 settings & left the Synology router configured as before.

Xbox works fine with an IPV6 address as does my Windows PC.

However, I have problems with many cloud detected devices, Sonos, iRobot & even my phone “wifi” internet connection is not robust. I can connect to the devices after 3 or 4 attempts but after a few seconds/minutes they are not longer connected.

Thanks for your response Jessia & sorry for the slow reply.
The fan runs almost constantly even at night when (I assume) the load on the modem is low (no netflix, no xbox, etc).

From UPC side, are you able to see the “health”/diagnostics of the modem & everything is OK?
How could I organise an exchange of the modem ?

Many thanks,

Gabbo

Daniele_Sunrise Thanks as usual Daniele for your excellent customer service.
I have been contacted twice but was unable to take the call. I will contact them tomorrow morning to make an appointment.

Do you see the same “line values” for the Horizon TV box (here I have had no issues but perhaps the TV box doesn’t need such a high download speed)?

The reason I ask is because I unplugged & replugged the Coax connection at both sides of the router after posting my message (in case they had been disturbed) & my connection has been OK the last couple of days.

My Horizon box is connected to another point at the other side of the house.

I am having problems with my internet connection from the UPC Gigabox.
Does anyone have any information on how to diagnose a problem with the Gigabox/cable connection ?

For the last week, many of my devices are having problems connecting to the internet or showing interrupted connections. (e.g Xbox console & streaming video from the TV, high mobile usage from my phone).
The Xbox is a wired connection & reported that my internet speed was not good enough for Cloud Gaming & that I had 10% packet loss during a network test.
I did I speed test & my download speed was 10-12Mpbs (upload 98Mpbs OK) - I am on the 1Gb package.

I did a power-cycle of the Gigabox & everything was fine again, speed test showed 800Mbps. (Xbox was fine, Netflix was fine, household was happy).
However, after less than a day & it was the same problem again & it is the same each day since last weekend.
I am able to restore the download speed by soft-rebooting from the Gigabox interface or by power-cycling the router.

There are no reported internet problems in my area & the network diagnostic from the Gigabox interface says everything is OK (except Wifi is disabled as I use another Wifi router).

When I perform the speed test, I am connected via ethernet (through a switch) directly to the Gigabox (and network traffic within my network is still fast (e.g. streaming from a NAS box).

Therefore, I am leaning towards either a problem with the Gigabox or the cable network/connection itself?
However, I dont really know how to interpret the cable connection data & logs from the Gigabox.

Is there something that UPC/Sunrise could see from their end?

Thanks in advance for any guidance,

Gabbo

I received the UPC TV box today & I have to say it is pretty good..!

A huge huge improvement over the connect box, simple to setup, fast, responsive & simple to use, great picture quality & instant CEC setup with my TV & soundbar.

You have a happy customer again just in time for several months at home.

Your internet & customer service has always been excellent & now the TV box seems on par too.

But please please please, have a word with your “existing customer” marketing team the next time you want to changes something!

Stay safe everyone & enjoy some quality time with your families..!

I tried it again from Internet Explorer instead of Microsoft Edge & it worked correctly.

Even the website to choose my new subscription doesn’t work.

I tried to choose option 3 so that I am not automatically charged extra each month & when I click “choose option” I get the window below (just a blank page)…?

Thanks for the reply Ahmet.

I have been trying to change my subscription online but “oops something went wrong”.

It is not possible to change an existing subscription online..??

I finally called today instead & its not possible to change my subscription on the weekend.

I dont want any of the “special” offers. They are not special & this is not a good way to keep existing customer happy whilst new customers can have the same thing for half the price (plus 250CHF credit on their account at the moment).

I dont want to accept 10CHF more for the same service & be committed for 24-month.

This whole excercise just seem like a quick money grab from existing customer.

20-day notice, blocked from changing online, cant change the weekend before the deadline…

Please change my subscription to cancel the television package completely & change to GigaInternet only (currently 99CHF per month)…

UPC is my only choice for internet provision and unfortunately I cannot vote with my feet & cancel my subscription completely, but you wont get more money for me like this!

Please pass on my dissatisfaction to Mr Schroeder.

Why cant you just replace the Horizon Box with the UPC TV box for free or at least a “try it at no cost for 12-month” something like this?

Does anyone know the email address for Gregor Schroeder (Head of Customer Base Management) or head of customer service so I can contact them directly?

I’ve just recieved a letter from UPC saying that I will get a new subscription from 01.03.2020 (i.e in 20 days).

I am given 3 options:
1) Happy Home 600 for 129chf a month (no commitment)

2) Happy Home 500 for 129chf a month (no commitment)

3) Happy Home 600 for 119chf a month (if I commit for another 24 months)

If i dont respond in 20days they will automatically move me to option 3 (24 months commitment).

I am currently on a 500Mb Horizon TV subscription for 119CHF so basically I am forced to pay 10CHF a month more for the same service or accept a extension of 24months to keep the same price…

All of these package have “MySportsOne” included for an additional fee (in the small print) which I have no option to opt-out of.

If I upgrade directly from the UPC website, without any “special offer” from the letter I can get HappyHomeGiga (1000Mb) for 129chf (same content as the best new subscription but 2x internet speed & without.MySportsOne)

Am I missing something here or have the marketing department decided to try to cheat an extra 120CHF a year out of all of their current customers with a horizon box???

I am quite happy to get rid of my Horizon box (it is the worst TV box I’ve ever used & sounds like a vacuum cleaner running under the TV) but why cant you just send me a UPC TV box for free with the same packge?

Like when you gave existing customers a free upgrade to the connect box…. This was great marketing.

I have been a UPC customer for many years & feel like this letter is trying to take me for a fool.

On the second visit, they replaced the internal cables (from distribution box to my wall sockets for TV and internet).
I now have a signal strength double what I had before (shows just at the top of medium in the diagnostic screen) so around 66% & the plus side I didn’t need a signal booster.

Great service!