Internet Outage

7931008580 · 2025-04-15T18:52:17+00:00

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7931008580

I called support Sunrise helpline (on 1 April) since my home internet was only a fraction (<5%) of promised speed. The support staff after a lengthy diagnostic confirmed that the issue is with my old router and decided to send me a new one. It arrived after a couple of days and was installed successfully. The internet worked but the speed continued to remain same as before. This time the support diagnosed the issue as the plan not setup properly and promised to setup the plan again. I was given a new order number and was told it will be effective on 15 April. On the promised the day the internet stopped working completely. Now the support staff is telling me that MAc address on new router is not in system which is very surprising as the router was working (albeit at slow speed) since last 7 days. Now they are telling me to be patient and someone from Sunrise will eventually call. I am not sure what I should do- I have been a customer of Sunrise since last 6 years and never experienced such vague and unsatisfactory service!

Daniele_Sunrise

7931008580 Welcome to the community!

We are sorry that your request for more speed led to an interruption of the Internet service and that you are now without any service. We would like to apologize for this.

Your request is already being processed by the Complaint Team in ticket C59589182. To avoid duplication, you will be dealt with by the Complaint Team.

Greetings
Daniele

7931008580

Dear Daniele,

Thank you for the response and sharing the ticket number. The knowledge that the issue has been at least logged by Sunrise was of some relief as I had not received any confirmation till date, in spite of multiple interaction with Sunrise support staff. The lack of transparency in acknowledging or communicating any details of the underlying issue or timelines for remedial action has been quite disheartening.

As I enter the third day of internet outage I can only continue to wait patiently to hear back from the complaint and/or technical team regarding possible resolution of the issue.

best regards

Prateek

7931008580

On the forum I see multiple users who have had similar experience with new connect box 3 HFC and some of them continued to remain without internet for a prolonged period extending up to couple of weeks. Now I can understand why the support staff is reluctant to commit any timelines for resolution of my issue.

This seems to be a fairly known issue that has happened to other Sunrise users as well - can you please share some details why it happens and how much time it generally takes to fix it? Based on the response I can make alternate arrangements to restore the connectivity.

thank you,

Prateek

7931008580

Sunrise Support is a joke and an elaborate hoax played out on its customers. Most of these folks manning the support desk have no idea what they are doing and are totally clueless. They are surely polite but have zero technical competence or even basic idea of the issues that they are trying to address. Here is the chronology of hoax and proof of cluelessness of majority of sunrise support!

I had an Up Internet L connection for 3 years when I was offered by Sunrise to be migrated to Up Connect XL in February 2025. I agreed and was charged for XL connection from March onwards while my speed continued to be what it was previously
On 1st April I called the support centre and complained of slow internet speed. I was told that my router was old (incapable of supporting XL plan) and I will be provided a new one. Hoax no 1: if the equipment provided by the company was incapable of supporting the new plan why did they migrate and charge me for the upgraded plan?
I received the new router on 8th April and was successfully installed, however the speed continued to be as is. I called support centre again and after much online diagnostic they concluded that the plan is not setup correctly and will need to be setup again. Hoax no 2. Why was it not diagnosed earlier when they decided to replace the router and why was I charged for the plan that had not been setup correctly?
I was told that plan will get activated on 15th April. On that day my internet went off completely with red blinking light on router. I called support centre again who made me change the port couple of time. The person apologised for the outage and said he will reactivate the old plan while the new plan is fixed. Hoax No 3. This was a complete lie as old plan was never activated (It was confirmed in one of the later calls that a plan once deactivated can only be activated as a new connection and takes 4-5 days).
For next two days I continued to call them twice daily and every time they told me that its their IT system issue which they have escalated and is being fixed on priority. They refused to commit any timelines (“can’t commit when the issue will be fixed”), share the ticket number (“as it can’t be tracked online”) or share any details of the issue (“as I will not understand”). All these calls are recorded and these are actual words of support staff in quote to the best of my recollection.
I posted my first message in the community board and @Daniele_Sunrise confirmed that a ticket no C59589182 has been opened. Hoax No 4. This ticket was an internal Sunrise ticket while the issue was with the fibre and needed to be forwarded to Fibre provider (Cablex) which was never done.
Considering the prospects of spending 4 holidays without internet, I called Sunrise support again this evening hoping for some miracle. I guess my prayers were partially heard when I was attended by the first person in support team who knew his job, and confirmed that it was wrong ticket and outage has never been communicated to concerned team (cable company) and promised to do the needful. Within 10 minutes I received a message from Cablex on my Phone regarding the report of internet outage and I received the call for an appointment. I was left wondering why this was not done in all these past days and weeks and endless calls to support staff!!
Unfortunately for me, its holiday for next four days and Cablex company has now given me an appointment for 5 days from now. I will be spending the next 4 holidays wondering about the competence of the different Sunrise support staff that I spoke to before today and the hoax they played on me about escalating and trying to fix the issue while all this time they were just passing the buck.
By the way I guess they knew they are not being sincere as in spite of at least 10 calls to Sunrise support I never received even a single request for feedback- they knew what my feedback would be!

So please double check what you are being communicated by the Sunrise support staff as they surely don’t know what they are doing!