Hi,
Yesterday at home the Internet broke at 14.00 - the led of the Connect Box 3 turned red and blinking. I followed the troubleshooting basics + what was suggested by the Sunrise App diagnostic tests -> power on and off, connect and disconnect coaxial cable, reset the router. Problem remained.
I work from home and I have important meetings to attend -which I do leveraging my cell data- and it’s not until 17.00 that I’m able to pick up the phone to call Sunrise. Funnily enough, the Sunrise agent redirects me to Cablegroup AG -> I need to call them on my own to arrange a technician to come home (couldn’t really Sunrise handle this?).
So I’m calling Cablegroup AG around 17.15 and turns out that they are not working anymore 🙂 until next day 08.00. Alright, jokes on me, I have to wait until the next day just to talk to the company that is to fix my line.
Next day -today- I’m calling at 08.45 and the Cablegroup agent offers a technician to come just the day after tomorrow at around 13.00. Assuming that the technician would fix the problem, this makes it 3 days with no Internet at home. Which for me is really important because of my work.
Is this normal? Having to deal with the 3rd party company to arrange a technician, which doesn’t even pick up the phone at 17.15 during a weekday? With 48h SLA to get an appointment (that in this case turns already in 68 since problem is reported).
Still a funny thing was the Cablegroup agent mentioning “if the appointment is cancelled you will receive a notification” -> so it’s even a possibility that they are going to cancel the appointment for whatever reason and prolong even more the disconnection.
This is quite disappointing. I could have gone with a cheaper provider in my area, but thought that in case of issues I would get a better service from a company such as Sunrise.