Ive seen some support folk on here from Sunrise so Ive reached the end and need help i have tried the support line and im now 4 days down and i have nothing but deep dissatisfaction with the recent service disruption and the handling of my support cases. As a long-standing customer with a 10G fibre connection, I rely heavily on stable internet access for both professional and personal reasons. I work from home, my wife runs an online business, and our children depend on internet access for schoolwork and online courses.
Day 1: Unexpected Outage and Confusion
I received an email from Sunrise stating that I would be upgraded and that a brief outage of up to one hour could occur between 08:00 and 16:00. Given I already have a 10G fibre connection, this was confusing. I contacted support to clarify, and after verifying my identity, I was told it was likely a mistake. However, at 11:00, my internet went down. I called support again and was passed between departments without resolution. Despite multiple calls and router resets, I received no callback and no clear explanation. Eventually, I was told that Sunrise was migrating my leased line from Swisscom to a Sunrise fibre link. I was promised service would resume within an hour. It did not. I was then told to contact the Activation Department, which had already closed for the day.
Day 2: No Internet, No Progress I called again at 08:00. After more confusion and transfers, I was told my router was defective. I offered to collect a replacement from a Sunrise store to expedite the process. After a two-hour round trip, I installed the new router and called support again. I was told it would take a few hours to activate. By 17:00, after several more calls, I still had no internet. My employer was frustrated, my wife’s business was impacted, and my children were unable to complete schoolwork.
Day 3: Still No Resolution I was told the MAC address needed updating—something I had already provided the day before. I was offered one month of free service, but frankly, that does not compensate for the financial and personal disruption this has caused. I requested to speak to a manager and was promised a callback by 17:00. It never came.
Day 4: Ongoing Delays I was informed the issue was still with the Activation Department. I remain without internet, TV, or telephone service. Tethering is not viable due to poor 5G coverage in my area.
Summary While Tier 1 support staff have been courteous, the overall handling of this issue has been unacceptable and T2 are awful at best. The lack of ownership, poor communication, and repeated delays have severely impacted my work, my wife’s business, and my children’s education. I’ve had to rely on neighbours just to make video calls. I am asking for someone to take ownership of this case and resolve it urgently. I do not want compensation—I want the service I pay for restored without further delay I cant go another day.
@Daniele_Sunrise is this something you can help with
I am close to going to Swisscom or another ISP.
