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Extremely slow data, no SMS or calls on prepaid SIM card

iyanmv · 2022-09-18T11:40:05+00:00

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iyanmv

Hello,

I bought a Prepaid Unlimited SIM card a few days ago. After trying it for three days, something must be wrong. Internet is extremely slow (~0.15 Mb/s), and I cannot receive calls or SMS. I tried to use the Sunrise Mobile Network app (as suggested by the troubleshooting website) but since I cannot receive SMS, I cannot even log in.

Also, there seems to be issues with Sunrise website since most of the pages on My Sunrise portal are empty.

I bought this SIM card so my friends and family can have a phone when they visit me in Switzerland. The last two days I ended up creating a hotspot with my own phone because they were not even able to receive Whatsapp/Telegram messages.

Please, let me know if there is a known issue these days with Sunrise network or prepaid SIM cards. Or if there is something wrong with this particular SIM card.

Daniele_Sunrise

iyanmv Can you please check the settings (APN) on your phone. You can find instructions here. Please also deactivate VoLTE and WifiCalling if it is activated on your phone.

Greetings
Daniele

iyanmv

I tried disabling the VoLTE and WifiCalling on two different phones because I read about that somewhere else. But unfortunately, that didn’t solve the problem. I will double check the APN settings when I get home and try again. But I do remember reading just “internet” with the username and password entries empty as explained in the instructions.

Daniele_Sunrise

iyanmv Can you please tell me your phone model? I would like to find out if your phone has a dual SIM function and possibly the wrong SIM / slot is configured.

Greetings
Daniele

iyanmv

Hello Daniele,

Sorry for my late response.

The problem was solved “by itself”. Of course, it had nothing to do with our phones not being compatible or not having dual sim support.

My guess is that the prepaid SIM card was not active until Sunrise received the payment of the first bill. I find this a bit stupid because the SIM card was sent in a matter of days after I ordered it, but the bill took several weeks to be sent. In the meantime, I was able to add 20 CHF more to the prepaid account (I tried just in case the initial 20 CHF were blocked for some reason).

In any case, those attempts to use the SIM card the first days were not charged, and now I get between 7 and 30 Mb/s, and I can also make calls. So happy to have a working SIM card that I can borrow my friends when they come Switzerland.

Cheers,

Iyán

iyanmv

Okay, never mind… after testing for a few minutes, I’m back to 0.15 Mb/s and no calls.

Can you check the status of this number if I send it you privately?

Daniele_Sunrise

iyanmv We cannot check prepaid SIM cards. Is it possible that the data consumption throttles your SIM card, because your apps are downloading in the background? Do you have any remaining credit from the CHF 20.- you charged?

Greetings
Daniele

iyanmv

Daniele_Sunrise No, it’s not possible. And yes, I have 40 CHF in credit. The original 20 CHF plus 20 CHF that I added on top of that. It’s like the SIM card is not truly activated. I will have to call the support number…

iyanmv

Just to follow up on this, I called the support line, and after checking the SIM ID they realized that somehow the SIM card I received was not associated with the correct number. So they send me a new one this week (free of cost) and it worked without issues. Internet works just fine, and I can make and receive calls.