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Old 28.12.2014, 22:27
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Sunrise Internet - Hell

We recently moved and had a hell of a time finding an ISP.

We decided to go with Sunrise, time was a bit critical since my partner is to work from home all next week. Well, well in advance, Sunrise promised us a contract within two days. It never arrived, we called and were told it had been sent and after a lot of talk that essentially transmitted no information, we were advised to go to the shop and sign it in place for faster service. Off we went, we signed and were assured it would be sent to some head office on the same day. Well, no modem arrived and after a week, we called Sunrise, and it turns out the shop didn't forward our contract so no modem had been sent. Okay, let's try again, we thought, the customer service rep decided to call the shop and ask them to forward it. Called us back and confirmed that it had been sent. Two days later we called to confirm the contract had been received.... no such luck. At this point, it was Christmas Eve, so we just cancelled the Sunrise contract.

We called Swisscom, on christmas eve at 20h, it was the only place open, but apparently, for the high cost, they have better customer service and maybe they could get us up and working in a couple of days? Well, Swisscom no longer has internet services without tv services except for the extremely slow semi-throttled connection they have. We are adamant about not having a tv or tv services. We want to minimise our tv watching to nothing and this is a long-term goal. The no tv without internet thing is really annoying, but I have to say it's awesome that they had someone there to answer our calls on christmas eve.

Yesterday, we went to the Cablecom shop in Zürich, asked if we could get service. Got the modem in the shop, brought it home and it works.

So... the moral of the story is... Get the first internet service you can get with the shortest lead time unless you don't mind waiting for days? I have no idea here.

Honestly, I have no idea why Sunrise screwed up our order so many times. I suspect they might have a backlog on modems and they lied in order to drag us along as customers with false promises.
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Old 28.12.2014, 23:14
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Re: Sunrise Internet - Hell

Waiting for your next post that sunrise have sent u a bill for Internet.
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Old 28.12.2014, 23:22
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Re: Sunrise Internet - Hell

Sunrise is great from my perspective.

Tom
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Old 28.12.2014, 23:26
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Re: Sunrise Internet - Hell

why did you have a hell of a time finding an ISP? You list three on your post that serve you - when did you move?

I've always planned any move thoroughly. Mind you, I have enough coverage with 3 SIMs for Internet usage in tablets and PCs.
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Old 28.12.2014, 23:52
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Re: Sunrise Internet - Hell

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why did you have a hell of a time finding an ISP? You list three on your post that serve you - when did you move?

I've always planned any move thoroughly. Mind you, I have enough coverage with 3 SIMs for Internet usage in tablets and PCs.
Well, it's a silly reason really, two other providers could not set up with us because we were apparently off their grid, but we're not sure if this is actually true since the people living in the flat before us had Sunrise internet (via phone line) and Cablecom works now. The flats are not fibre ready, it apparently stops at the street and the rest are copper lines, which isn't that big of a deal, but the two other small providers we contacted told us we would need an electrician to setup the system since we weren't on their grid.

We actually bought some pre-paid SIMs on these USB modems just in case. I haven't been successful with remote tunneling, trying to run something like matlab or R Studio remotely via VPN over these USB modems. VPN and SSH tends to drop for me, but I guess it depends on the area as well, maybe there's are a few dark spots in the flat and that's where I've been sitting?

We moved in two weeks ago. We started the process with sunrise at the beginning of December. I think much like Cablecom, Sunrise is fine unless you have a problem, then they're just useless. I had a tech rep once telling me I couldn't use cablecom with Linux, because the internet doesn't work without Windows or Mac.
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Old 29.12.2014, 00:02
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Re: Sunrise Internet - Hell

if you're running R and Matlab on remote data over a flaky 3g connection then it's going to hurt....

Anyway, if you can get Sunrise then you can get any other ADSL provider unless they regionalise.....

If you're in Zurich then Cablecom was always an option.

In parts of Zurich, EWZ fibre might have been an option.
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Old 29.12.2014, 00:29
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Re: Sunrise Internet - Hell

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Well, it's a silly reason really, two other providers could not set up with us because we were apparently off their grid, but we're not sure if this is actually true since the people living in the flat before us had Sunrise internet (via phone line) and Cablecom works now. The flats are not fibre ready, it apparently stops at the street and the rest are copper lines, which isn't that big of a deal, but the two other small providers we contacted told us we would need an electrician to setup the system since we weren't on their grid.

We actually bought some pre-paid SIMs on these USB modems just in case. I haven't been successful with remote tunneling, trying to run something like matlab or R Studio remotely via VPN over these USB modems. VPN and SSH tends to drop for me, but I guess it depends on the area as well, maybe there's are a few dark spots in the flat and that's where I've been sitting?

We moved in two weeks ago. We started the process with sunrise at the beginning of December. I think much like Cablecom, Sunrise is fine unless you have a problem, then they're just useless. I had a tech rep once telling me I couldn't use cablecom with Linux, because the internet doesn't work without Windows or Mac.
Oh I remember well back in the UK calling Virgin media when my connection died (frequently because the local vandals destroyed the street hardware). They insisted i went through my windows settings and rebooted etc -- after telling them 826 times that I had linux or OS2 and I wasn't going to reboot, I ended up just pretending - "please click this - what do you see .. made up stuff..." "ok it must be a problem at our side"
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Old 29.12.2014, 14:08
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Re: Sunrise Internet - Hell

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Oh I remember well back in the UK calling Virgin media when my connection died (frequently because the local vandals destroyed the street hardware). They insisted i went through my windows settings and rebooted etc -- after telling them 826 times that I had linux or OS2 and I wasn't going to reboot, I ended up just pretending - "please click this - what do you see .. made up stuff..." "ok it must be a problem at our side"
You'll get that with both Swisscom and Sunrisee too. The "technicians" (they aren't really that well qualified) have a script and they won't do anything useful, like sending out a real technician until they've gone all the way through the script. Probably the same with Cablecom too.
At least they don't send you out to some call-centre in India here (doubt anyone in Bangladore speaks Swiss-German or French).
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Old 09.01.2015, 13:32
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Re: Sunrise Internet - Hell

Quite honestly, the Swiss internet providers seem to spend a hell of a lot of time faffing around with unnecessary things. They are slow on repair, and make installing it in your home an utter nightmare. I don't think I've met anybody that hasn't had problems with internet providers here.
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Old 09.01.2015, 14:03
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Re: Sunrise Internet - Hell

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Quite honestly, the Swiss internet providers seem to spend a hell of a lot of time faffing around with unnecessary things. They are slow on repair, and make installing it in your home an utter nightmare. I don't think I've met anybody that hasn't had problems with internet providers here.
Really so bad?

Been with all three. Cablecom: OK - only issue is with technicians who came around when you're at work, but the last time we required someone, CC were happy to liaise with the contractor to arrange a suitable time. Only other issue was with our house, where they were not aware that a connection existed (previous owners had never used it in 30+ years). Since then, the infrastructure has been completely replaced, and it was fine to work with them; including me (their project manager was not very good) coordinating their work with the local electricity company who were also trying to pull their fibre-optic cables (also for internet access) into the same conduits as Cablecom. Also got them to redraw their installation plans after realising they wanted to daisy-chain the fibre-optic through the row of four houses; sorry no you won't.

Sunrise, OK - no problems, no installation required, easy, no fuss, fine.

Swisscom - last time I connected via these guys was via one of those strange boxes that connected via POTS. Fine.

GIB-Solutions - these were the guys who are hosting our electricity company's fibre-optic solution; we have telephone, TV and internet via these guys at the moment. No problems, once it was all installed - and not daisy-chained.

At the end of the day, most interaction has been related to the infrastructure contractors.
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Old 09.01.2015, 14:45
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Re: Sunrise Internet - Hell

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I don't think I've met anybody that hasn't had problems with internet providers here.
In other words you haven't met very many people here.

Tom
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Old 09.01.2015, 15:00
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Re: Sunrise Internet - Hell

Swiss telecom Ombudsman report in 2012, thanks to Mr Vertigo,

Telecom ombudsman Report 2012 (swisscom/sunrise/orange)
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Old 09.01.2015, 16:04
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Re: Sunrise Internet - Hell

I have not had problems with Sunrise but it is true that at the beginning they took a couple of weeks to install the service but it was because of new installation of fibre in our street ...
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Old 09.01.2015, 16:19
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Re: Sunrise Internet - Hell

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Swiss telecom Ombudsman report in 2012, thanks to Mr Vertigo,

Telecom ombudsman Report 2012 (swisscom/sunrise/orange)
Yup, Sunrise has always been the worst of the major providers in terms of service... and considering how much smaller than Swisscom they are, and yet have paid 2x more in litigation, and almost 100k more than the other providers, tells you pretty much everything you need to know.
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Old 09.01.2015, 16:26
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Re: Sunrise Internet - Hell

With Sunrise, it's definitely a question of how much your time's worth to you. They're the cheapest, but you may have to spend a few hours on the phone to sort out their screw-ups. We have their internet/TV fiber plan and getting it set up was a bit of an ordeal in the first few weeks, but now it's been up and running for four months without issue. You forgive what you initially had to go through every time you see the monthly bill.
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