Since Monday 2 pm, I don’t have internet in my apartment. I’ve been calling Sunrise a couple of times since then, the situation changed a lot but it seems like Sunrise has no idea what is going on. To pinpoint a couple of the most important events.
I called on Monday, and they told me that we don’t have internet due to an ongoing outage in my area. They told me to wait a couple of hours and then everything should work again.
Of course, It didn’t so I called again the same day during the evening, and this time they told me that all of a sudden due to the outage we needed to replace the modem (which I had been using for over a year and which worked perfectly fine until this mysterious outage).
The router came on Tuesday evening (because I paid additionally for it to be delivered faster), when it came I tried to connect it, but of course, it’s not working
Since then, I called Sunrise again, on Wednesday morning. Where I was connected again, to a different person who asked for the 100th time to reset the modem and check the cables. I had done everything she was asking, she said that she would create a case with the technical department and that the technical department had 48 to resolve my issue.
The next day (we are on Thursday already), to my surprise I received an SMS message that the issue had been resolved and that I could start using the internet again. The only problem is that the issue was not resolved, and someone just wrote something like - the user needs to check the cables and reset the modem. How can you decide that the issue is resolved without, confirmation from the affected person that it has been resolved? I don’t understand this.
I called the same day during the evening, and now my case was assigned to some kind of migration team, as it appears that the issue is related to that - which I am not so sure about as the migration was done correctly back in February when they asked me to switch fiber socket from 2 to 1. The person to which I was talking, told me that someone would contact me the following morning.
Today - Friday, I needed to call again, as no one contacted me in the morning and I wanted to check the status of the case. The lady to which I was talking, told me that she would call the migration team to check what’s the status of the case. Apparently, no one from the migration team was answering the phone, and even though she promised she would get me an update, she didn’t.
So now we ended up without any information whatsoever about when someone would pick the case up and when the internet might be back.
To summarize the whole experience so far. It seems like no one actually keeps track of the ongoing issue you might have. Every time when I called, I was connected to a different consultant who was asking me to check the cables and reset the modem. A couple of different consultants were creating different cases, which were unrelated to each other and I, as a user had no way to check the status.
It seems that sunrise is only good when everything is functioning fine and you don’t actually need them. The level of support I am getting regarding this case is disastrous. I understand that the issues might happen but, the way you treat your customers, during the occurrence of this issue shows who you are as a company.
In addition to all of the above, reception in my apartment is bad, and due to certain arrangements, I need to work from home twice a week and don’t have the possibility to go to the office. Due to the bad reception, I needed to cancel a couple of scheduled meetings, and it affected my daily work. Again, any sort of communication or estimation of when the issue might be solved would be helpful, as for now I am not sure how to proceed in the coming days…
I am not expecting anyone in here to actually solve the issue as it seems to be more technical, I just wanted to describe how support handled my case and what you can expect for yourself….