No activation message for several days

CarlosGG · 2024-09-05T09:42:34+00:00

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CarlosGG

Hi there,

We received the Connect Box 3 Fibre device on Tuesday, but we read that we need to get an activation message letting us know that the connection is enabled, and to know in which port we need to plug the fibre optic cable.

However, we’ve had this device for a few days already and we haven’t received any activation message yet in the email or via SMS. We entered the OTO number at the very beginning of the order. Right now, if I look into the order status, I can see the following: “Your order is being reviewed. We will inform you of when your connection will be active.”. But when I get into “View order status”, it says that we can proceed with the installation: “You can get started: Connect your devices now.”. But we have no activation message and the status has been like that since Tuesday.

I would appreciate if somebody could let me know how long this normally takes.

Thanks,

Carlos

Sunrise_Team

Hello @CarlosGG

Thank you for your message.

In order to process your request, I need your customer number, date of birth, home address and zip code. Please send us this information by private message.

Best regards

Mattia

CarlosGG

Hi @Sunrise_Team,

Thanks for your response. The support team already helped us in activating the Internet.

Just FYI in case more people have this same problem in the future: we got the device on a Tuesday but we only received the activation message on Friday (3 days later with the device not been able to make it work). After getting the activation message (and socket number for the fiber optic), we tried to install it but it wasn’t working yet. White light at the beginning and then blue lights flashing constantly. We had to contact the support team and after reaching the technical team, they had to activate it on their side, even though we had already got an email saying that it was already activated (it wasn’t apparently).

Kind regards,

Carlos