Hello,
A while ago I decided to change my Sunrise Internet package to the Up Home XL package, considering as a Post Employee I would benefit from a lower price. After ordering the new internet package I contacted support, to see if I had to cancel the existing package, or if this was done automatically, when ordering a new package. According to the help desk employee, I would have to cancel it, but he could order the cancellation for me, on the date the new package would be activated (this was supposed to be 15.1.25).
The 15th of Januari passed and sadly, I didn’t receive my new Router. Ofcourse, Sunrise didnt forget to cancel my old Internet package, so from this moment on, I had no more Internet. I contacted Support again, and they told me, the problem was, that I didn’t tell them my OTO ID (eventhough I filled this out on the order screen). After once again giving them the OTO ID, they actually sent the router, wich I received 2 days later.
Despite it telling me to install the devices on the online Order Status screen, I received an SMS telling me to wait with installing, untill the internet connection was activated. No Information on when this would happen, so I contacted Support again. They tell me, it will last another 6 days, till the Internet is activated. Note: up untill the 15th of Januari, I already had Sunrise Fibre with the same speed installed in this house.
How is it possible, I have to wait this long, to finally have an active Internet connection, despite the change of internet package being only a price change? Why is the activation date on the order screen the 15th, when nothing gets activated till the 23rd, causing me to cancel my other subscription to early? Why is there no Option to just mutate the existing Internet connection, so you dont have to cancel the old one, and there being no Internet-less period?
I’m very sorry for the pressure, but seeing as I work in Homeoffice full time, I’m very dependant on a stable internet connection. My mobile Hotspot can’t carry the load properly.
Sunrise Support sadly has’t been helpful in this case. I hope I could get some hints this way.
Regards,
Stef