My Sunrise
    • Internet Problems

    Internet is not working

    No Internet connection

    NOT AVAILABLE

    Important

    The following instructions are valid for Connect Box 1, 2 & 3 as well as for all other modems that are not illustrated separately below.

    NOT AVAILABLE

    Tip

    Use the personalized troubleshooting for Internet problems in My Sunrise

    What you can do:

    1
    Check whether the LED on your modem is lit up continuously in white

    If the LED on your modem is continuously lit up in white, skip step 2 and go directly to step 3. If the LED on your modem is not continuously lit up in white, please go to step 2.

    Connect Box 1
    Connect Box 2
    2
    Check the cabling of your modem

    Check the cables that were provided with the modem. Then carry out the following two steps to ensure a correct Internet connection.

    3
    Connect the cable to the cable socket

    Check which type of cable socket (option A or B) your modem is connected to and connect the appropriate cable as shown.

    Option A
    Option B
    4
    Connect cable to the modem

    Connect the cable to the modem. After a few minutes, the LED display on your Connect Box 1/2 should be continuously lit up in white.

    Connect Box 1
    Connect Box 2
    5
    Restart the modem

    Restart the modem by turning it off first using the on/off button (see image). Wait until the modem has fully restarted. This can take up to 15 minutes.

    Connect Box 1
    Connect Box 2
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