• AAAJ

    • Beitrag Nr. 1
    • Dieser Beitrag ist in Englisch
    Sunrise
    Other modems

    Today we were supposed to move from UPC to Sunrise. The modem was delivered, all plugged in and nothing! According to the notification from Sunrise the activation was supposed to take place at 10:00 this morning. UPC deactivated the old line and since then no internet from Sunrise. I have called numerous times today to be told they don’t know the issue (maybe modem, maybe the line) but technical support will be in touch. UPC cannot reactivate the line and so we are a home that has no internet and two people who work from home, so rely on the internet to run our business. Has anyone else experienced this and how long before Sunrise gets back to you? Does it really take so long to activate a line?

    Any help is most appreciated as the lack of response from Sunrise is underwhelming.

    Thanks

      Ähnliche Diskussionen

      AAJ Welcome to the community!

      Please send us your customer number, mac adress of your modem, address and date of birth via private message. We will be happy to check the configuration of your modem.

      Greetings
      Daniele

      • lambee01 hat auf diesen Beitrag geantwortet.

          @AAJ @Sunrise_Team @Daniele_Sunrise
          I am almost in the same situation ! Switched from UPC to Sunrise after an offer from Sunrise. Internet is OK, but no TV for 4 Weeks !!! Numerous calls to customer service. Said a ticket is open. Said they are working on it. Said and asked to be patient. But after 4 weeks, still no TV. Even chat on the community. No follow-up, nothing.

          Go on internet and Google our problem : looks like we are HUNDREDS in that situation but Sunrise does not care… And of course reactivating the signals from UPC is impossible. They canb switch it off but not On.

          Come on guys from IT : it is the same company now…

            Daniele_Sunrise come on Daniele : you know that nothing will be done : it is now 4 weeks i am in the same situation with no TV at all. Called many many many times your customer service . Ticket is open… Three times… And continuously : please be patient… It is now 4 weeks. And no TV

              AAJ Your modem has been online for 15 hours. Is your request still up to date?

              Greetings
              Daniele

              • AAJ hat auf diesen Beitrag geantwortet.

                  lambee01 We are sorry that your TV product has not been activated yet and would like to apologize for this. Our IT department is still investigating the issue and is working to resolve it. Your issue will be handled in ticket INC001000976798. As soon as we could solve your issue, you will be informed via SMS.

                  Greetings
                  Daniele

                    @Daniele_Sunrise I am hearing the same message that you wrote since October 19th ! This is now 4 weeks. And nothing is moving!!! weeks that your team is “investigating”? Come on, 4 weeks of investigatrion and still nothing today? Itr is either “INCOMPETENCY” or “I DO NOT CARE ABOUT MY CUSTOMER” attitude. Or both.

                    A ticket open? Funny… look at the below secreenshot of my account. Nothing is open

                    I have enough waiting. FYI, a complaint has been officially filed

                    • AAAJ

                      • Beitrag Nr. 8
                      • Dieser Beitrag ist in Englisch

                      Daniele_Sunrise

                      Hello,

                      Yes, the modem is now working. TV and Landline are not working still…seems like I need to wait 4 weeks for this connection if I read the other comments correctly. Interestingly despite being told that Sunrise would contact me to confirm I have received nothing at all (no email, no SMS, no phone call). Only this notification from you. Imagine if I did not find this community? how would I know that the modem is working now?. Yes, I can keep checking my connection every hour as I have so much time on my hands. I imagine my bill for payment will be sent on time though!!

                      I must say as a new customer the experience so far is very unfavourable and appears that customer service satisfaction is in need of a considerable upgrade. And yes my sarcasm is deliberate.

                        @Daniele_Sunrise Can you explain why there is NO ticket open in my “My Sunrise” ?

                        Other BASIC question : why isn’t possible to reactivate the UPC signal that was working up to October 31st ?

                        Isn’t UPC and Sunrise the same today?

                        lambee01 Your request has been escalated internally to the responsible person. We have not received any further information except that your ticket is still being processed. We will keep you informed as soon as your issue has been resolved.

                        Once again, I would like to apologize to you on behalf of Sunrise for the long processing time.

                        Greetings
                        Daniele

                          6 Monate später