two Internet subscriptions but only one is Sunrise Connect App

Reattaurueth17

My My Sunrise account contains two Internet subscriptions. I can see both contracts and both Connect Boxes in the web portal, but the Sunrise Connect App only displays one of them. Could you please explain me how to link both Connect Box devices to my Connect App account or enable switching between subscriptions?

Cosmo24

Welcome to the Community, Reattaurueth17!

We are a customer helping customer forum here and we do not have any access to the backend systems.

The Sunrise Connect App is technically built to handle and manage only one single Connect Box at a time. It unfortunately does not offer a profile switcher or a multi device option for two different locations under the same login.

To manage your second box through the app you currently have to completely log out of your session and log back in using the separate credentials for that specific line. There is no automatic switch button available in the interface at the moment but maybe that is a good feature request for the app developers 😉

Cheers cosmo

Daniele_Sunrise

Reattaurueth17 Welcome to the community!

The Connect app is designed to control one modem. As your account shows three modems, you will only be able to control the Fibre modem. As far as I know, there is no solution to this yet, unless you assign each modem to a separate customer number, in which case you can control them using their respective customer numbers.

Personally, though, I would keep everything together, as separating them would also mean 3 bills, 3 My Sunrise logins, etc.

Greetings
Daniele

Reattaurueth17

Thank you for the reply.
I did the log out. But when I login - it is the same network which is appearing. I tried also: reinstalling the app, installing it in the different phone, trying to create new credentials… But as soon as I mention the contract number or the phone number - it recognises my account and bring back the data of the “original” network.
So, I’m really puzzled what to do..

Merci…

Cosmo24

Reattaurueth17

You can try one specific workaround to see if you can trick the app backend.

When you set up the app fresh select the option to install a new Connect Box and scan the QR code or enter the serial number directly from the sticker on the bottom of that second modem. This might force the app to target the specific hardware.

If you happen to have a second smartphone or a tablet available you could also try to install the app there and register it directly at the second location to see if it links to that box.

If these workarounds fail your only option left is to configure the settings directly through your web browser while on-site. Just connect your device to the wifi network of that second box open your internet browser and type 192.168.1.1 into the address bar. Then log in using the settings password printed on the bottom sticker of the modem to change your wifi name and network options directly on the hardware.