Transferring Number Complaint

sunrise_noname · 2023-05-24T15:06:55+00:00

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sunrise_noname

I am trying to transfer my number from Sunrise to Swype (a company I believe is owned by Sunrise LLC) but I have been having an incredibly tiring experience. I have a number of calls with Sunrise

1) My first call confirmed that as my contract was over, I could transfer my number from Sunrise to Swype with a two-month waiting period. I then apply for this with Swype. Swype applies for this number transfer. I get an email from Sunrise stating that my number will now be transferred in November.

2) I call again and apparently the other customer agent was wrong and it was always going to be November. They change something and so I am able to apply for the process again and it should transfer for the end of July. I get another email from Sunrise saying it will be November.

3) I call again and a new agent claims there has been an error in the system and that it should be fixed now. I apply again with Swype with their customer support teaming assisting me. I get an email from Sunrise stating it will only be transferred in November

4) I call again today and the agent claims that the previous agent made a mistake and claims Swype is doing the process incorrectly.

I have spoken to some incredibly rude call agents who have said completely opposing things. Swype has stated there is nothing they can do. Can someone please look into fixing this for me. Multiple Sunrise call agents have told me I should be able to transfer in two months based on my current contract statement and Swype have stated that it is Sunrise at fault.

Any help would be greatly appreciated.

Sunrise_Team

sunrise_noname Thank you for your message.

We apologize for the inconveniences. Please contact Swype to request a number porting. You can view a detailed process here: https://support.swype.ch/hc/de/articles/10873404813329-Wie-sieht-der-Nummernportierungs-Prozess-bei-einer-Postpaid-Nummer-aus-

Best Regards,
Luka

sunrise_noname

Sunrise_Team Thank you for your response. I have done this twice and each time Sunrise has sent an email stating that the porting will begin in November rather than in two months time as I have been told would be the case multiple times when I have called customer support.

Sunrise_Team

sunrise_noname Yes, this was the case because there was a contract binding on your product, which ahs been removed now. Please try it again, unfortunately there’s no other way for us to help you at the moment unless you try it.

Best Regards,
Luka

sunrise_noname

Sunrise_Team Thank you for your help. I recieved confirmation again from Sunrise that it will be transferred on the 02/11/2023. This is the third time this has happened at this point.

sunrise_noname

I have been told multiple times by various people that I would be able to transfer within two months. If for any reason, I cannot I need to know. After all this time invested it would be inredibly frustrating if I was not able to transfer within the two months that I get quoted from Sunrise based on my current contract status

Sunrise_Team

sunrise_noname Thank you for your message.

I’ve checked again and there’s I can’t find a reason why the porting is getting pushed back so far. I contacted an internal specialist for more information and will get back to you, once I know more. We apologize for the inconveniences and ask you for a little more patience.

Best Regards,
Luka

sunrise_noname

Sunrise_Team

Thank you very much for your help Luca. I look forward to hearing from you

sunrise_noname

Hello,

Is there an update to this problem. I have neen told by Swype that my transfer to them is time sensitive

Many thanks

Sunrise_Team

sunrise_noname Thank you for your message.

Unfortunately, we are still looking for a solution and we’re waiting for a response from an internal team at the moment. We ask you for a little more patience and will get back to you, once we know more.

In the meantime, you could try to contact swype again to find out if there’s any possibility to port your number sooner on their behalf.

Best Regards,
Luka

sunrise_noname

Hello,

Swype have once again contacted me to ask for progress on your end. Can I ask whether there has been any progress been made? This has been a very long frustrating process and has extended the process well past the 2 month guarentee. Are there still technical issues, if so what can be done about it?

Many thanks

Daniele_Sunrise

sunrise_noname Please excuse that we could not present you a solution yet. I have read into your issue and can tell you the following:

- Your contract was extended by a suspension of your contract.
- This is the reason why you cannot transfer your number before November.
- If you want to transfer before then, you will have to fill in the porting form with your new provider in such a way that you choose to accept the penalty fees that may apply.

After that you can transfer the number to a date of your choice. For more information please contact our porting team directly: 058 777 83 15

Greetings
Daniele

sunrise_noname

Thank you for the response, but it is very frustrating to hear that after multiple phone calls, countless emails being told otherwise. I specifically asked Sunrise why my bill increased from 40 CHF to over 70CHF and I was told that it was because my contract had finished and I was paying on a rolling basis. This led to me to pursue another provider. It is very frustrating that this is the case.

I still don’t understand the unexplained increase from 40CHF to 70CHF as I was told it would remain at that price until the end of my contract and I was not made aware by anyone that it would increase.

Sunrise_Team

sunrise_noname Thank you for your message.

The bill increased, because the discount/promotion on your subscription ran out.

Please contact our contact center at tel:0800 100 600; they might be able to reinstall the discount or a similar one.

Best Regards,
Luka