Immediate help if Internet or WiFi is not working
Most issues can be resolved in just a few steps. Follow the instructions below to get back online as quickly as possible.
Personalized troubleshooting
Log in and use personalized technical support in My Sunrise:
Technical support
Check that all cables are properly connected and that none have been accidentally unplugged or bent.
If you have any questions about the cabling, please refer to our installation guide:
The location and positioning of your modem play a key role in ensuring good WiFi coverage throughout your home. Place the modem as centrally as possible in your home.
Optimize WiFi
Note
Thick walls, pillars, large mirrors and plants can also interfere with a good WiFi signal. A clear line of sight to the router is a good indication of a strong connection. The shorter the distance between the router and connected devices, the better the WiFi connection.
?w=1440&q=75)
Sometimes devices lose their connection to the modem's WiFi.
Check on the display of your Connect Box 4 Fiber whether WiFi is enabled and, if necessary, reconnect to your WiFi network.
Find out more
If you use Sunrise Smart WiFi Connect Pods or Smart WiFi Extenders, first disconnect them from the network.
If the Internet connection works afterwards, follow the troubleshooting steps in the corresponding app (see "Learn more").
Make sure that both the Connect Pod/WiFi Extender and the device you are using are connected to the same WiFi network.
Restart your Internet modem by disconnecting it from the power supply for 30 seconds.
Reset your modem to its factory settings.
Using the modem display:
Open the menu.
Tap the Tools icon.
Select Reset modem and confirm your selection.
Follow the instructions on the touchscreen.
Directly on the modem:
Using a pointed object, press and hold the Reset button on the back of the modem for 10 seconds:
?w=1024&q=75)
Important
When you reset your modem to its factory settings, all personal settings configured in the router interface (such as the WiFi name and password) will be deleted.
?w=1440&q=75)