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.
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If the signal shows only one to two bars, try moving the modem to another place in your home until you find a stronger signal.
For the best performance, we recommend:
an upright position
a location near a window
an open area free from obstructions
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Your Connect Box 5 Ultra display shows important connection information:
Signal strength
WiFi status
Connection type (4G/5G)
Error messages
If WiFi is disabled:
Press the OK button.
Press on the WiFi menu.
Use the arrow keys to navigate to WiFi Switch on/off and reactivate the WiFI.
Reconnect your device to the WiFi network.
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The Connect Box 5 Ultra includes a built-in diagnostic function.
Press the OK button.
Use the arrow keys to navigate to Diagnostics.
For example, check:
Status of Network
Status of WiFi
Status connection
Performance test
The displayed information helps identify potential connection issues more quickly.
Regional events in the mobile network
Please open the map and enter your address or click directly into the map to check if there is a regional event in the mobile network, e.g. maintenance work on an antenna.
Open map
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.
Select Settings.
Use the arrow keys to navigate to Factory reset.
Confirm your preferred setting by pressing OK.
Directly on the modem:
Using a pointed object, press and hold the Reset button on the back of the modem for 10 seconds:
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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.
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