Hi everyone,
I’m hoping someone here might be able to help or at least point me in the right direction.
I am a Sunrise customer that was using a coaxial cable. I recently moved to a new apartment that supposedly had fibre, so I requested a move and fibre installation. But once in the new flat, I was told that the fibre connection is currently blocked for a few months and not usable yet.
The only solution offered was to switch to vDSL in the meantime. Sounds simple enough, but it’s been a nightmare. Because there’s an existing moving request in the system for the fibre connection, the system won’t allow a switch to vDSL. And this moving request is stuck somewhere. Sunrise support (0800 707 707) has been completely unable to help. All they can do is open support tickets, which go nowhere.
I’m now entering my third week with no internet at all, calling support daily, explaining the situation over and over again, and getting different answers every time but not very helpful.
I am feeling quite helpless. Anyone would know how I can escalate this further?
Thanks in advance for any advice.