Problems with Internet and landline

Quick access

Important: The most frequent Internet issues can be resolved by restarting the modem. Please restart your modem by disconnecting the power for ten seconds.

Popular topics

  • Follow the troubleshooting instructions for for your device:

    If the problems persist, please contact our Customer Service department.

  • Please check the settings on your modem and take the following steps:

    1. Check that Wi-Fi (WLAN) is enabled on your modem and device.
    2. For the Sunrise Internet Box 5G check if one of the two LED indicators (4G or 5G) as well as the Wi-Fi (WLAN) indicator are on permanently.
    3. Check whether your device is connected to the Wi-Fi (WLAN) network.
    4. Check whether you are connected to the correct Wi-Fi (WLAN) network (SSID) and if you entered the Wi-Fi (WLAN) password correctly.
    5. Confirm that the device is within the range of the modem's Wi-Fi (WLAN).
    6. Restart the modem by disconnecting the power for 30 seconds.
    7. Try reconnecting your device.
    8. If possible, try connecting your device through an Ethernet cable.
    Tip: You can find the Wi-Fi (WLAN) password (security code) on a sticker on the bottom of your modem

    If the problems persist, please contact our Customer Service department.

  • Please take the following steps:

    1. Check if you are connected to the correct Wi-Fi (WLAN) (SSID) network.
    2. If there are several Wi-Fi (WLAN) networks with the same name (SSID), please assign a unique Wi-Fi (WLAN) name (SSID) to your modem, such as MyHome. Do not use any special characters or blank spaces in the network name.
    3. Restart the modem by disconnecting the power for 30 seconds.
    4. Try to reconnect your device

    If the problems persist, please contact our Customer Service department.

  • There are multiple factors that can determine the Wi-Fi (WLAN) signal strength. Please check the following:

    Modem placement

    • Place your modem in a central location and make sure it has breathing space around it.
      The shorter the distance and the fewer obstructions there are, the better your Wi-Fi (WLAN) connection will be. Do not place your modem inside cabinets or behind furniture.
    • Connecting your modem to the individual terminal device over a network cable is the most reliable and fastest way, providing the terminal device has the appropriate connection.
    • Avoid interference caused by other electronic devices (such as baby monitors, microwaves, etc.)
    • Connect your terminal devices to the 5 GHz and 2.4 GHz Wi-Fi (WLAN) network frequencies to get the best connection.

    5G Modem placement (Sunrise Internet Box 5G)

    For the best 5G experience, use the positioning aid offered in the Sunrise mobile network app.

    • The compass feature helps you find the perfect location for your Sunrise Internet Box 5G. Hold your mobile device in a horizontal position to do this. The arrow shows you the direction of the closest 5G cell tower. Walk in the direction of the arrow to improve your 5G signal. 
    • Note: In some buildings, thick walls or massive steel beams obstruct radio waves, thereby limiting mobile reception. Placing your Sunrise Internet Box 5G near a window should help in these cases.

    Wi-Fi (WLAN) optimization in larger apartments and homes

    If your Sunrise modem Wi-Fi (WLAN) signal is not strong enough in your apartment, Wi-Fi (WLAN) extenders can help. Repeaters, access points and Wi-Fi mesh systems expand your Wi-Fi (WLAN) coverage.

    The currently most popular solutions

    from digitec

    • Google WiFi
      Google WiFi is a dual-band mesh solution that provides two WLAN networks (2.4 GHz and 5 GHz). It features very strong software, which makes it easier to install the solution using an app and improves user-friendliness.

      Linksys Velop
      The tri-band version from Linksys Velop is a solution for extensive WLAN coverage with better performance. The tri-band technology with 2.4 GHz and two 5 GHz lets you use higher gigabit speeds than dual-band technology. At home, you set up a mesh system that you can extend as needed and that supplies all of your devices with maximum signal strength without delays or interruptions. Setting it up with an app and making it compatible with Sunrise are both simple and intuitive.

    Other topics

    • Wi-Fi (WLAN) frequency
      Your Sunrise Internet Box has two Wi-Fi (WLAN) network frequencies: 2.4 GHz and 5 GHz. Use the 5 GHz frequency, as it performs much better than the 2.4 GHz Wi-Fi (WLAN) due to its broader frequency bandwidth.
      Note: Please note that not all terminals fully support 5 GHz. If your terminal device does not show both network frequencies, it unfortunately does not support the more advanced Wi-Fi (WLAN) technology. In this case, use the 2.4 GHz frequency.

      Channel change
      Changing channels can improve the Wi-Fi (WLAN) quality. Your modem regularly checks frequencies that are also used for other applications, such as weather radar. Those are generally less congested.
      On your modem's user interface, you can change to one of the channels shown:

      Sunrise Internet Box
      1. Click on the gear symbol in the title bar of your Wi-Fi (WLAN) network interface (Wi-Fi 2.4 GHz or 5 GHz).
      2. On the page that opens, you can change the name (SSID), visibility (visible) and channel (channel selection).
      3. Click on "Apply" to save your changes. The modem will now restart and the changed settings will be active.

      While channels 52 to 64 and 100 to 140 have higher throughput, the highest range can be attained with channels 100 to 140.

      Fritzbox 7390/7490

      1. In the menu on the left, select "WLAN".
      2. Then, select "Wireless Channel". On this page, you can change the channel for 2.4 GHz and 5 GHz.
      3. Click on "Accept" to accept all changes.

      While channels 52 to 64 and 100 to 140 have higher throughput, the highest range can be attained with channels 100 to 128.

    • If your TV Box and modem are in different rooms, we recommend the Powerline connection kit that conveniently lets you connect your TV Box to your modem.

    If the problems persist, please contact our Customer Service department.

  • Please take the following steps:

    1. Check if your modem has power.
    2. Check for any service disruptions.
    3. Check your cables and connect only one device (computer/notebook) to your modem with the cable. Connect the modem directly to your phone jack with the original cable received in the shipment.
    4. Restart the modem by disconnecting the power for 30 seconds.
    5. If the problem persists, please reset the modem. Please note: When you reset the modem, all configuration and modem data will be deleted.

    If the problems persist, please contact our Customer Service department.

  • Unfortunately, disruptions from maintenance works or unforeseen events cannot be entirely prevented. Our technicians do their best to ensure that any disruptions are cleared up as quickly as possible.

    You find information on current service notes and malfunctions here:

Related topics

Were we able to answer your question?

Help us to improve this support page.