It is now 21:30 on Monday evening, and we are entering the Second Week of this unresolved service outage. im close to entering Day 8 without Internet, TV, or telephone and still, no technician has contacted me, nor has any progress been made.
I have called your support line at least 20 to 30 times, yet I continue to receive vague responses and no clarity. There is still no resolution, no timeline, and no sense of urgency.
Is this truly the level of support Sunrise customers are expected to accept?
The issue began after Sunrise initiated a cutover from a leased line that Sunrise were using to your own fibre infrastructure, a process that should have taken one hour. Since then, I’ve been completely disconnected. I’ve tested three different Sunrise routers, all of which confirm the problem is not related to my equipment or MAC address.
It is evident that the fault lies with the cabling at the exchange site, and I fail to understand why a technician has not yet been dispatched to investigate and resolve this.
I urge Sunrise to treat this matter with the seriousness it deserves and provide a clear and immediate plan of action.
