Relocation of Up Home L

rrajesh · 2025-04-28T09:28:40+00:00

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rrajesh

I’ve requested for a relocation of my existing internet connection on March 27,2025. The activation on the new address was planned for April 17. Exactly on April 17, they promptly disconnected my old connection. Until today the activation on the new address is not happening. I’ve contacted customer service activation department and they mentioned there is some connection issue and will send a technician. The Swisscom technician visited the apartment and confirmed that there is no connection issue and requested me to contact Sunrise for activation. Afterwards I’ve contacted Sunrise service multiple times. Always they say there is an IT issue and they can’t activate my internet. I wonder why it is taking long time to resolve an IT issue for a relocation (More than 12 days now)? Could you please check? I’ve been using the same internet service for the past 12 years (UPC then Sunrise)

Daniele_Sunrise

rrajesh I am sorry that you have been without services since April 17, 2025 after your correct relocation notification. We would like to apologize to you for this.

I have just forwarded your request internally to the relevant department with the request to check, resolve and contact you.

Greetings
Daniele

rrajesh

Thanks for your kind reply Daniele. I hope this would be resolved soon.

rrajesh

@Daniele_Sunrise

Good morning. Until today the issue has not been resolved. Is the relocation really a complicated technical process in Sunrise? Past 12 years, I never faced major issues with the service. I’m not sure what is happening.

Daniele_Sunrise

rrajesh As I’m not up to date with the knowledge here, I can’t answer your question as to whether a fiber move can be that complicated.

My colleague tried to call you yesterday, but he couldn’t reach you. He will try again today.

Greetings
Daniele

rrajesh

Thanks @Daniele_Sunrise

Yes, your colleague tried to call me yesterday, I was in a meeting and could not pick up at that time. I tried to call back, but looks like it is not possible to connect with them.

Today also I got a call ringing at 9 am and before I pick up it got disconnected. I’ve no option other than waiting for the whole day expecting Sunrise customer care call.

Regards,

Rajesh.

Daniele_Sunrise

rrajesh I have just found out that you are connected to my colleague by phone now. 😀

Greetings
Daniele

rrajesh

@Daniele_Sunrise

Yes, Thanks for your help. We checked the connections together and your colleague requested for a check with Swisscom technician. I’ll wait for the Swisscom technician’s appointment.

rrajesh

Hi @Daniele_Sunrise

Thanks a lot for your follow up and support. Today the Cablex technicians visited my apartment and identified the connection issue that was in the central hub. Now they fixed and I could connect to the internet now. 😌 🏆

Regards,

Rajesh.

Daniele_Sunrise

rrajesh My colleague said that you still had an error CS1011 because of the TV service? Is this statement correct and if so, is the error still present?

Greetings
Daniele

rrajesh

Dear @Daniele_Sunrise,

Thanks for the follow up. The error CS1011 was there when I first installed the TV box. Later I had to call Sunrise Helpdesk and we did ‘Soft Reset’ of the TV box, but that didn’t help. Then your colleague raised a ticket to enable the service and mentioned that it would be resolved automatically. Next day I tried myself the ‘Soft Reset’, still it didn’t work. Then I logged into “My Sunrise” –> “Up TV L Home” –> “Sunrise TV app” and configured the credentials. Then did a ‘Soft Reset’ that resolved the issue.

Next day I did receive a call from Sunrise Helpdesk for the follow up and I confirmed them that the Internet and TV is working fine.

Regards,

Rajesh.