Gabriella

Just recently in the last few weeks the Wifi connections on my mobile devices are getting dropped connections.

Even though the Wifi indicates it is still showing as connected on each devices to the Sunrise Wifi SSID.

As soon as I switch off the WiFi on the devices and switch back on and connection is shown as being connect again, then the devices all start working again and having access to the internet.

I have tried to reset the modem by switching it off then waiting a short period and then switch back on again, but it is only the WiFI that has the issue the ETHERNET connections all work correctly even when the WiFi has disconnected. So it should not be an issue with the Modem but perhaps the Host Server has a problem or the wodem itself is faulty with regards to the WiFi generation when it allocates an IP address it does not retain the connection

This is most troublesome when using Skype to make a long distance call or using the mobile to make a call using WiFi calling on the mobile phone.

Any suggestions as to the cause and what is the remedy?

It was good to hear that Sunrise is increasing the download speed to 2.5 GBits, but unfortunately unless everyone has a desktop or laptop that can handle that download speed then it will make no difference at all.

The Ethernet Controller card and Wifi controller card determine how much data can be downloaded on each persons devices. For my Desktop PC the maximum it can manage is 1 GBits Receive/Transmit.

Also will depend upon how your storage device has also been configured and the device configuration. Also the Ethernet cables themselves need to be able to handle that amount of data ( CAT6 or CAT6E).

So nice thought but for many there will be no differernce in speed on your devices.

Just yesterday evening my Netflix account with Sunrise as part of my package of Up Home + 10GBit Netflix

was suspended because Netflix indicated that my household was not registered and that I needed to scan a QR Code in order to get my account opened again.

After following the instructions online, I had to enter my Email address and new password and then I was able to sign back into Netflix.

Is this part of the same Netflix account that is incorporated into the SUNRISE package or have I now somehow created a new separate account with Netflix independent of Sunrise?

Will I now be getting charged by Sunrise and Netflix for the same account?

If this was an error how do I fix this?

Daniele_Sunrise

Does this also apply to the Wi-Fi speed output from the Connect Box 3 Fiber and if I have the TV Box directly connected to the modem and other connected can I not receive 10 GBit if the modem is connecting to the 10 GBit servers?

So long as I am getting higher speed for streaming on wi-fi devices and TV for Netflix, I can live without the 10 GBit for the Desktop PC

Otherwise why should I pay for 10 GBit Fiber in my package.

The Connect Box 3 Fiber seems to be working ok, although I do not see from the speed test that it is downloading at 10 GBits as it it still only downloading at less than 1 GBit ???

The CNLAB speed test clearly shows that the Router/Modem is only delivering speeds up to 1 GBit, but my account which I pay is for 10GBit.

The speed test was done today and even with devices connected it should still be delivering more than 1 GBit.

also the report does show that it is connected to the Sunrise 10 GBit Servers, it is still not delivering the required speed

The Sunrise Connect App logs in ok, but when selecting the Devices option it keeps responding with “Oops something went wrong on our side” Please try again later. I have done this several times for several days and just keeps doing the same this. I cannot therefore check my home network is functioning correctly.

I have recently change from UPC to Sunrise and moved from a Connect Box 1 to Fiber Connect Box 3

Also my existing UPC Connect Pod is no longer working.

Dear Sunrise Team

It seems that Jessica is just printing a standard reply to anything connected with modems. As this was the reply I got a week ago when I first mentioned not receiving any new modem.

Apparently the transition from UPC to Sunrise is not as smooth as it may seem. Even when the new subscription implies getting 10 GBits in speed is not the case, as you only get 1 GBit and that you need to specifically ask either Technical Support or make it crystal clear to the Sales team that you will need a new modem to support 10 GBits and Glass Fiber connection with a new modem that supports it.

One team is not communicating with the other or the teams are not asking the customers precisely what they want and do they have the correct devices for it.

I have since contacted Technical Support by phone (Which by the way was so quite I could hardly hear what the other person was saying most of the time) but did manage to ensure that a new modem has now been put on order and will have a technician come to the house to calibrate the glass fiber connection. Also have ensured that I will be receiving 10 GBits in internet speed.

It seems that NOTHING before had been ordered.

I have started with Sunrise Up Home + XL Streaming for 10 GBits and paying for that subscription, but

I am only receiving 1 GBit speed on my existing Connect Box 1 (Does not support Glass fiber) and NO new Modem for Internet Fiber.

It has been nearly one week since making the subscription change but still no sign of the new MODEM.

When will I be receiving the new modem? this is not a good start for confidence with Sunrise!!!

Gabriella

The subscription has started now. So all working on the TV and including Netflix.

There is however still a little problem. On the My sunrise account page it shows the Up Home+ XL as from the 10th October as being 1 GBit download and upload. This should be 10 GBit

will this be changing when I receive the new modem connect box 3 with Fiber?

Since I have moved from UPC to Sunrise today my Up Home+ XL is working ok on the tv box, but the Sunrise TV app on my iPhone and Android device no longer has my profile and says that I do not have any subscription to view live TV or anything at all.

Is there something I should do to get my profile and access back again? was working ok up until they switched my TV service over today.

Gabriella

It is ok I now see the new order on the My Sunrise for the UP HOME+ XL Although it does not say anything regarding the Netflix which was part of my transfer order.

Also the status is set at “Pending”

Sunrise_Team

I also do not see any new products in My Sunrise portal showing the Up Home+ XL with Netflix.

It sill only shows my mobile devices.

Sunrise_Team

I have not received any new modem for the Glass fiber or and new devices for the startup wifi extension.

Also I have not received any instructions on how to activate the Netflix etc

I assume this will all be available on the 10th October?

I have just requested the transfer of my current UPC Internet + TV subscription to the Sunrise

Up Home + XL with Streaming. 10 GBits

I am told the new activation will happen on the 10th Oct.

Currently I have the Connect Box 1 connected and what point will I be getting a new modem that supports Glass Fiber as I have Sunrise installed at my home and the initial Sunrise Pod for WiFi extension?

The glass Fiber was connected to my old Swisscom telephone lines, So I guess the modem would connect into the Telephone socket and NOT the current UPC cable modem connection?

Thanks for any information.

I have now changed my SIM card so hopefully this will not happen again for a long while now

Sunrise_Team

Hi jessica

It happened again last night and got a message saying SIM Failure.

After shutdown band restart of my iPhone 12 mini, I re-entered the pin code and it was ok again.

I will need to change the SIM card, but still keep my number where do I get this done?