M
Mr_L

MMr_L · 2025-04-11T10:50:55+00:00

Update:

A technician came to my house on 04.04.2025 and gave me a connect box 3 that was configured in modem mode. We decided to try it for a week to see if anything would change. On my side I developed an app to track and log my ping automatically so I could see if there was a pattern during the day.

I tracked both the ping on the computer connected to this new modem and the ping on a raspberry pi inside my usual network.

Every second I monitored weather data, min ping, average ping, max ping and lost packets. The pings were done on the following servers:

8.8.8.8 (Google’s DNS)
80-218-176-1.dclient.hispeed.ch (Sunrise)
217-168-52-201.static.cablecom.ch (Sunrise)
zur01pe20.eth-trunk0.bb.sunrise.net (Sunrise)
195.141.239.98 (Sunrise)

The following charts show the results (I plotted average and max ping, if the ping exceeds 60ms (the usual value is under 20ms for all servers when there are no issues).

The results during 2 days seems to show that the issue always happen around the same time. This makes me think that the network is in fact overloaded between ~19h30 and ~23h00. It could be an issue with one of the “boxes in the street” in my village since my friend does not have the same issues at the same time (he has a few issues sometimes but it doesn’t affect him as much as me).

The reason the PC has more spikes is because the new modem does not have the filter installed, which causes a bit more instabilities. However, the big spikes affect both devices.

Also I verified by making a page that shows the status in real time, the spikes in the chart indeed corresponds to when I notice lag in game / in voice chats

MMr_L · 2025-04-01T11:17:33+00:00

So, a technician came this morning and here’s the result of the conversation:

They acknowledged there is a sporadic but problematic issue with my internet
Usually they would think it’s an isolated problem but they recently had higher reports rates for similar issues
My LAN setup and house wiring seems to be good
They cannot directly do anything to fix the issue at the moment, but they are looking into it
The issue is tricky to troubleshoot because it’s hard to gather enough data since it’s sporadic
They have an intuition that it’s probably due to a bottleneck somewhere but they can’t pin point if it’s their network or Sunrise’s
I will provide them with more logs and run more tests to help them troubleshoot the issue
They are in contact with Sunrise to see if they can figure out what is wrong and if it can be fixed

On my side, I will take a subscription that I can cancel monthly with another internet provider and will use this for gaming and voice chats. If the issue with Sunrise is not fixed within 6 months and the other connection is stable, I will call Sunrise to cancel my subscription prematurely (and if they refuse, I will contact the ombudscom to see what can be done).

I sincerely hope I can stay with Sunrise because they are the only one who can provide high speed here and the socket inside my house is conveniently located.

I will keep posting update though.

Cheers and thanks for all the inputs.

MMr_L · 2025-04-01T11:03:56+00:00

Jaume hmm thanks for the update! Sadly, I don’t think we have the exact same issue, since I already tried modem mode and the problem was still present (in addition, my problem is sporadic and the connection does not drop, only super late packets or packet loss), but I will look into it just in case.

MMr_L · 18 Mar

Jaume I’m a computer engineer too and was also thinking the network is overloaded, but I have a friend who lives 5 min away by foot and his connection is usually more stable than mine (he also has packet loss or very late packets, sometimes to the point of it being unplayable) but it’s very rare for our issue to be synced, which made me think if the network is overloaded it’s somewhere in the street. The connection here is managed by Diatel for Sunrise so maybe it’s an issue with them, but in the end I’m affected all the same. But it could still be that, idk the topology of their network.

What sucks is that their connection is the fastest here (I do reach the advertised speed of 2000mbit/s) and all of the other lines use the copper line which is limited at 400mbit/s, and Sunrise’s connection is good when it works.

At the moment I have to switch to 5G (not on their Network) when the issue happens because it is unusable for gaming, but at least I am glad to see that I am not the only one having issues.

MMr_L · 17 Mar

Daniele_Sunrise sadly no it’s not security software since I don’t have anything installed at network level and it affects all my devices.

Since there seem to be no solution to this issue, is it possible to cancel my subscription early or to get a discount ? I’m planning to order a subscription over the copper line despite it being super slow, a friend living in the same city is fine using that, while my friend that uses the coax of sunrise has the same issues.

Cheers and thanks for investigating,

MMr_L · 14 Mar

Daniele_Sunrise

It affects all devices connected to my router. WiFi and Ethernet cable (see the post https://community.sunrise.ch/d/39187-bursts-of-packet-loss-late-packet-30-accross-all-devices-lan-and-wifi/6 above) are affected as the issue happens at the same time on all devices (tested on 2 different PCs, my Raspbery PI and my phone).

I notice it because voice chats cuts off and online video games become unplayable, to the point that 5G is slightly better (but not optimal at all). See the video here:

(it affects all online games I play, not just this one)

Cheers,

MMr_L · 12 Mar

Daniele_Sunrise

Sadly the issue happened again tonight, I feel like the filter made it worse but without it the signal strength is too strong so I guess it’s not something that can be fixed here :/

MMr_L · 11 Mar

Daniele_Sunrise

Ah, since I received an email from sunrise telling me me the technician visit was cancelled I assumed it was you (the mail could’ve been for the new connect box) and told the company who called me that we would cancel it for now. Following that I connected the filter again and indeed there still was some packet loss (not as strong as usual).

Should I call them back or do you need to tell them to call me ?

Cheers,

MMr_L · 10 Mar

Daniele_Sunrise

The last time a technician came they installed a filter to reduce the signal strength, when I got the new router I did not install it back since I was instructed to not connect anything between the router and the wall socket.

Should I put the filter back before we schedule the technician so they don’t come for the same thing ?

I will update again if the issue appears again after reconnecting the filter.

Cheers and thanks for your involvement!

MMr_L · 9 Mar

Jaume I think you can still cancel during the first 30 days.

Initially I also thought it was related to the network being overloaded but I’ve had this happen after midnight which makes me doubt it’s the issue.

Honestly at this point I would just love to know the reason for this even if it can’t be fixed or ask support if it’s possible to use the copper line instead of coax to see if it’s better.

So far I’ve been dealing with it by switching to 5G (not on the Sunrise network) but it’s not as stable as the connection when it works properly. And to add to the injury they increased the price by 1 CHF this month lol

MMr_L · 23 Feb

Niccolas @Daniele_Sunrise

Well sadly changing the router did not fix the issue.

Most of last week was fine, I did swap to 5G thursday for a while but when I went back to Sunrise’s connection it was working again.

Tonight the issue appeared again and I had to swap to 5G because the connection quality is too poor to play.

@Niccolas I’ve been on the phone with their tech support for a while but same experience as you, they seem to only do a speed test which works fine but is not related to the issue :/

Let me know if they find anything for you!

MMr_L · 19 Feb

Niccolas I actually did not connect the filter back again this time

MMr_L · 19 Feb

It’s been 5 days since I got the router and so far I did not encounter the issue again, I want to believe it fixed the issue but I don’t want to be optimistic too fast haha. I will update if the issue comes again though!

MMr_L · 12 Feb

Yeah the computer is connected directly to the router and is using the built-in LAN connection. I even got a new Ethernet cable just to be sure. My phone is also connected directly to the connect box 3’s wifi (I tried both 2.4 Ghz and 5 Ghz) and it’s also affected by the issue (the packet drop happens at the exact same time) so I do not think it’s an issue with my devices.

The connect box 3 is connected through a filter that reduces the signal strength (it was installed by a sunrise technician to try to fix the packet drop issue), I’ve also tried to remove the filter when I had issues but it does not change the situation.

My best guest would be that there are some issues with Diatel’s network and that maybe some switch gets overloaded ? A friend that lives near me sometimes has issues at the same time as me (but other friends are not affected so I don’t think it’s an issue with the game) and sometimes he has issues when it’s fine for me.

I know how annoying it can be to troubleshoot since sometimes everything works perfectly and sometimes it’s unusable :/ Thanks for looking into it though.

Cheers!

MMr_L · 11 Feb

Daniele_Sunrise this game does not let me pick a specific server, however when the issue happens it seems to affect all services (Discord, Microsoft Teams, all games and even some websites take longer to load).

I only use Windows Defender on my computer, however since this issue also affect my phone which is connected over WiFi I’m not sure it makes a difference.

After a call with tech support they told me to reset my router since I have a few custom settings, however the issue happened again with no custom config so I ended up restoring the config.

Cheers,

MMr_L · 9 Feb

So after one month where it was more or less stable the issue came back again. This time I did dig a bit more using WinMTR to see if I could spot where the issue in the network was.

This is the result when the network conditions were good:

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.1.1 -    0 |    9 |    9 |    1 |    1 |    5 |    1 |
|         80-218-176-1.dclient.hispeed.ch -    0 |    9 |    9 |   12 |   19 |   27 |   22 |
|       217-168-52-201.static.cablecom.ch -    0 |    9 |    9 |   11 |   15 |   19 |   19 |
|                   No response from host -  100 |    2 |    0 |    0 |    0 |    0 |    0 |
|     zur01pe20.eth-trunk0.bb.sunrise.net -    0 |    9 |    9 |   11 |   17 |   23 |   20 |
|                   No response from host -  100 |    2 |    0 |    0 |    0 |    0 |    0 |
|                           172.253.51.41 -    0 |    9 |    9 |   12 |   19 |   24 |   21 |
|                           172.253.50.23 -    0 |    9 |    9 |   13 |   17 |   25 |   22 |
|                zrh11s02-in-f3.1e100.net -    0 |    9 |    9 |   13 |   18 |   24 |   14 |
|________________________________________________|______|______|______|______|______|______|

And tonight the network was actually so bad that even the automatic diagnostic tool of Sunrise detected an issue. I ran the test again and this were the results:

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.1.1 -    0 |   19 |   19 |    1 |    1 |    4 |    1 |
|         80-218-176-1.dclient.hispeed.ch -    0 |   19 |   19 |   16 |   68 |  298 |   24 |
|       217-168-52-201.static.cablecom.ch -    0 |   19 |   19 |   16 |   67 |  297 |   24 |
|         ch-zrh03a-rc2-ae-53-0.aorta.net -    0 |   19 |   19 |   17 |   68 |  298 |   25 |
|     zur01pe20.eth-trunk0.bb.sunrise.net -    0 |   19 |   19 |   17 |   70 |  299 |   25 |
|                   No response from host -  100 |    4 |    0 |    0 |    0 |    0 |    0 |
|                           172.253.51.39 -    0 |   19 |   19 |   19 |   71 |  300 |   27 |
|                          142.251.70.187 -    0 |   19 |   19 |   18 |   70 |  299 |   26 |
|                zrh04s16-in-f3.1e100.net -    0 |   19 |   19 |   18 |   70 |  299 |   26 |
|________________________________________________|______|______|______|______|______|______|

I guess this means the issue is directly outside the house? Internet here is managed by Diatel (but you have to go through Sunrise to get a subscription there).

I would love for Sunrise / Diatel to actually dig into it instead of basically restarting my router and telling me all LEDs are on green but it’s probably something that’s too expensive for one customer so I wish they would allow me to at least cancel my subscription :/

MMr_L · Nov 14, 2024

EllisSanders Yeah I did not initially want to swap to another provider because Sunrise has the max speed here (with the coax at 1000mbits/s vs 400mbits/s for all the others) .

They recently “upgraded” me to Internet L (with the cost going up 10 CHF / month) and I feel like it’s been worse since the change.

This is how it feels to play and it’s been happening almost daily for the past week :

If they don’t fix their network I’ll find a way to cancel my subscription or at the very least bring the price back to what I was paying last year because this is unusable.

Also @Daniele_Sunrise thank you for the help you provided, it was appreciated and I understand that you may not be able to do more a this point.

MMr_L · Nov 7, 2024

Thanks for your patience and checking the values again.

Unfortunately, the same issue persists with the connect box in bridge mode and an external router.

The packet loss happens at the same time on all devices (on my computer (wired) and on the phone (wifi)). You can see that in the two screenshots (the packet delay is the same on both device). The lag is also noticeable in the game at that time which is why I think it’s not an issue with the packet loss test service.

It’s a shame because it works fine for most cases but it makes understanding people in voice chat hard and a few video games unplayable.

My guess is that it’s an upstream issue because a friend in the same village has the same issues around the same time, so probably not much that can be done on my side.

Cheers and have an excellent day!

MMr_L · Nov 3, 2024

Well sadly it seems the technician visit did not fix the issue.

The connection was a bit unstable during the week and during the last hour it has been completely unusable (to the point that even the automated testing tools from the sunrise support center detects something is wrong).

I’m ruling out a cable issue because the exact same behavior happens on WiFi.

I’m going to borrow a router from a friend, make the connect box only act as a modem and will update if it changes anything.

Cheers!

MMr_L · Oct 16, 2024

Hello thanks for sending a technician.

They installed a filter to reduce the signal strength and so far it seems to have solved the issue (it’s been only 3 days as I was not home last week but it seems more stable for now).

They also suggested to buy my own router and only use the Connect Box 3 as a modem, as well as upgrading my ethernet cable, which I will do if the issue starts happening again.

Thank you very much for your help, have an excellent day.