About This Site

This is a troubleshooting knowledge base for Sunrise internet modems. It's designed for support agents and technicians who need quick, reliable steps to resolve the most common customer issues.

How to Use These Guides

• Start with the symptoms — each guide begins with what the customer is experiencing.
• Ask the right questions — key questions are highlighted to help you diagnose faster.
• Follow the steps in order — they go from simplest (most likely) to more complex.
• Know when to escalate — every guide ends with clear escalation criteria.

Tips for New Troubleshooters

• Always be patient with the customer. They're frustrated because their internet is down.
• Never assume the customer has technical knowledge — guide them through each click.
• A power cycle fixes most problems. Always try it first.
• Take notes during the call so you can write a proper ticket if escalation is needed.