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Old 10.04.2011, 01:30
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Sunrise sucks!

last year I hired Sunrise usb internet
The deal was:
*1 year commitment
*750Mb speed
*unlimited data transfer (no extra charges)
*if 10GB data transfer is reached within the month, speed will be downsized to 250Mb for the rest of the month
*49.99 chf per month

I mean its not the best deal, but at that time hubby and I were living separately, I didnt and still dont receive my permit, he couldnt make a normal internet conection on his name since his postal address is diferent than the one receiving the service so the only option was usb internet.

Since Last month I'm having poor internet conection, how poor? well how about 20 to.. not more than 50 kbps. Does it sounds poor enough?

I called Sunrise to make a report on the signal and to my surprise the rep (who actually was very respectful and thats the only good think I could say about the company) told me that it was not a tech problem but that I had already exceded my 500Mb data transfer quota for the day and that tomorrow morning I should have again my 750Mb speed.

I explain that nowhere in the contract says about this and he agreed with me, its not in the contract (writted) because thats a new rule they decided to make, to what I responded that the new rule doesnt fit me anymore and would LOVE to cancell the service since they are obviously violating my contract, to what he responded it will be generated a penalty bill if I cancell before my contract ends (Dec 2011).. again
Me- But I was happy with the service I hire until the company made changes that I didnt agree on. Maybe they should apply the rules to the new customers and leave the others have the service they hire, as they hired it. If it doesnt appear in my contract, then I shouldnt be dealing with it.
Rep- Yes Frau Coco.Nails, it doesnt say that in the contract but it says that the company can change the rules anytime and you have to suck it up (I might have change a bit the exact answer for the sake of proving my point)
Me-

Im desperated I dont know what to do, I mean do you guys use less that 500Mb data transfer per day? I use it to be in touch with my family in mexico, so messenger and spyke, videocalls are used. And of course endless reading of EF.
Is it true companys can do that? Lets say Cablecom offers you a deal and you sign up for that deal and after 3 months you no longer have 100 channels but 15.
I miss the other side of the world, no company would dare to make something like this unless they are willing to loose an insane amount of money in court.

Thanks for reading, I hope my internet conection is enough to post it, its not a joke, sometimes I cannot even post because it desconects me all the time. Its so ridiculos
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Old 10.04.2011, 01:46
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Re: Sunrise sucks!

why not try a registered letter in writing. if you get the same response, you then will need to consider if it is worth getting a lawyer for it.

from the facts you've described, it seems they've materially altered the contract.
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Old 10.04.2011, 02:00
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Re: Sunrise sucks!

Usually in all unlimited transfer protocol services (internet, sms, voice) there is FUP (fair use policy) which the operator can pull on you to limit the bandwidth (speed) of the service to an acceptable level. In all contracts it is stated that the promised speed is considered the best speed the service will provide to you and not at all times. They can provide you with less speed than the contract if they have technical issues or if you are using it too much and they pull the FUP on you. It happens with many internet and mobile providers.

The mobile internet shouldn't be used as primary source but as you are tied up for now and you have to use it, I think you don't have much choice against Sunrise or any other as they have the right not to provide you with the best speed at ALL times. Sorry, it sucks but I have been working at an ISP and know how things work. I was in a similar situation and had even crappier speeds. I know how it is.
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Old 10.04.2011, 02:29
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Re: Sunrise sucks!

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Usually in all unlimited transfer protocol services (internet, sms, voice) there is FUP (fair use policy) which the operator can pull on you to limit the bandwidth (speed) of the service to an acceptable level. In all contracts it is stated that the promised speed is considered the best speed the service will provide to you and not at all times. They can provide you with less speed than the contract if they have technical issues or if you are using it too much and they pull the FUP on you. It happens with many internet and mobile providers.

The mobile internet shouldn't be used as primary source but as you are tied up for now and you have to use it, I think you don't have much choice against Sunrise or any other as they have the right not to provide you with the best speed at ALL times. Sorry, it sucks but I have been working at an ISP and know how things work. I was in a similar situation and had even crappier speeds. I know how it is.
It makes totally sense to me and it states there that if i use more than 10GB per month, my band width will be reduce to 250Mb. What they changed without any letter or even the option to release me if it didnt fit me anymore is that i have now not the right of the 10gb per month but 500mb per day and after those 500mb its 20 to 50 kbps.

Thank you so much for your replay, I will try to make a letter like advised and see what happens. The thing is that I have some experience as a customer service rep and i know when wanted, things could be done. I used to work for the customer service of Sprint in USA and also for AOL and they always have cancelation plans, like if I want to cxll instead of the 49.99 I will only pay 10 for the remaining time without the right of using it or will be charged per minute. And Im sure they must have those options, I just need to talk to the right person.
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Old 10.04.2011, 16:03
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Re: Sunrise sucks!

Is someone else in the forum using usb internet?
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Old 10.04.2011, 16:29
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Re: Sunrise sucks!

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It makes totally sense to me and it states there that if i use more than 10GB per month, my band width will be reduce to 250Mb. What they changed without any letter or even the option to release me if it didnt fit me anymore is that i have now not the right of the 10gb per month but 500mb per day and after those 500mb its 20 to 50 kbps.
500 MB traffic/day = 15 GB traffic/month.

Get fixed-line Internet access ASAP and take your experience with Sunrise (it wouldn't be different with Orange or Sunrise) as a lesson learnt. Sunrise offers such Internet access for a reasonable price if your location already has unbundled telephone lines. You could e.g. ask for a transfer of your current 'USB Internet' subscription to a fixed-line subscription.

Martin
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Old 10.04.2011, 17:20
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Re: Sunrise sucks!

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500 MB traffic/day = 15 GB traffic/month.

Get fixed-line Internet access ASAP and take your experience with Sunrise (it wouldn't be different with Orange or Sunrise) as a lesson learnt. Sunrise offers such Internet access for a reasonable price if your location already has unbundled telephone lines. You could e.g. ask for a transfer of your current 'USB Internet' subscription to a fixed-line subscription.

Martin
Hi Martin, thanks for your post.
Not sure you read correctly my post. I signed for 10GB data transfer at 750mb speed and after that, 250mb speed and could use as many GB data transfer. NOW is 500mb data transfer per day on a 300mb and after that is like they cut internet because with a 25mb to 50mb speed Im not sure how much data you can transfer.

Regarding the lesson to be learned, i wasnt a bad girl hahahaha, I just CANT have normal internet and I already explained why.
I asked to have the normal internet, the point is that I will have to pay the 49.99 per month on top of the 60 for my mobile and whatever costs the normal internet. I told them i will be their client so why not just to cancell and blah blah blah, they did not accept I mus continue with the USB until end of Dec. and i will be happy to continue IF they offer me the service I hired.

To make it more clear:
I want my USB conection (as I have no other option for normal internet anyways) but I want that they respect the speed and data transfer I signed up for, and not that they make changes without consulting and obvioulsly doesnt fit my user needs.
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Old 10.04.2011, 17:46
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Re: Sunrise sucks!

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500 MB traffic/day = 15 GB traffic/month.

Get fixed-line Internet access ASAP and take your experience with Sunrise (it wouldn't be different with Orange or Sunrise) as a lesson learnt. Sunrise offers such Internet access for a reasonable price if your location already has unbundled telephone lines. You could e.g. ask for a transfer of your current 'USB Internet' subscription to a fixed-line subscription.

Martin
It's nothing to do with fixed line vs mobile, but rather the terms and conditions.

The same thing could equally happen with your fixed line internet provider.
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Old 10.04.2011, 17:57
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Re: Sunrise sucks!

What ever you do - don't stop paying the bills. Try to negotiate. Tell them that if they don't sort this out, then at the end of the contract, you will change to another supplier.

Does your phone have wifi? Have you considered using one of the places with free wifi? Just a thought.
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Old 10.04.2011, 18:11
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Re: Sunrise sucks!

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What ever you do - don't stop paying the bills. Try to negotiate. Tell them that if they don't sort this out, then at the end of the contract, you will change to another supplier.

Does your phone have wifi? Have you considered using one of the places with free wifi? Just a thought.
Thanks for the advise, No I dont have anything but the mobile and usb internet, both with sunrise on the name of my husband because I still dont receive my auslanderauswise (no idea if the spelling is right) I was going to hire Cablecom because in the past we had a great service but my husband is using cablecom in his address so he cannot sign for a 2nd acc. specially if the service is delivered in a diferent address. We are living separatelly looking for a new apartment that we could live together again, in the meanwhile it looks like im stocked.
In my experience about customer service when you are tied with a contract and the penalty is high, it doesnt matter what you say as long as your contract is still on. In the moment a contract expires and you say you will cancell, they offer you the jwels and crown of the queen of England to convince you otherwise. So my contract is until end 2011 and im practically &%ç*".
As I say I was even happy with the crappy internet i had at the begining because I knew i had no other option, but this changes now.... wordless.
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Old 10.04.2011, 18:13
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Re: Sunrise sucks!

Watch out for termination gotchas .. min 2 months prior to the date or risk an automatic contract extension!
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Old 10.04.2011, 18:36
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I also had a USB contract and wanted to cancel it but missed the two month window (I tried canceling four, five and six months before) because of a mistake on their end an they pretty much said "tough". Their customer service is absolute crap.

Anyways, if you do a little digging on the Internet you can find the name and email address of the head of customer service who reports directly to the COO.

I emailed him directly and explained the situation, and said I was even willing to pay the remaining 2 months on the contract plus one additional month if they would cancel. I told him how rude the agent was to me. Within 20 mins of that email I heard from one of his direct reports that my contract was cancelled effective immediately and that my account balance had been wiped clean. It pays to complain.

So dig around and find the name (took me all of 10 mins) and write them......see what comes out of it.
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Old 10.04.2011, 21:28
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Re: Sunrise sucks!

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Watch out for termination gotchas .. min 2 months prior to the date or risk an automatic contract extension!
Oh no way, thanks for the advise!
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Old 10.04.2011, 21:31
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Re: Sunrise sucks!

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I also had a USB contract and wanted to cancel it but missed the two month window (I tried canceling four, five and six months before) because of a mistake on their end an they pretty much said "tough". Their customer service is absolute crap.

Anyways, if you do a little digging on the Internet you can find the name and email address of the head of customer service who reports directly to the COO.

I emailed him directly and explained the situation, and said I was even willing to pay the remaining 2 months on the contract plus one additional month if they would cancel. I told him how rude the agent was to me. Within 20 mins of that email I heard from one of his direct reports that my contract was cancelled effective immediately and that my account balance had been wiped clean. It pays to complain.

So dig around and find the name (took me all of 10 mins) and write them......see what comes out of it.
I could Hug you right now, thank you so much. Off to google>>>
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Old 11.04.2011, 10:19
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Re: Sunrise sucks!

I am a customer of Sunrise with the same Takeaway package as you. I am with them since April 2009. I hadn't noticed any changes in speed yet, however I had not yet reached 500mb in a day.

I rang Customer Service, and yes, you're right, they've introduced a 500mb per day policy on top of the 10Gb per month.

My contract is also auto-renewal, so I am again locked in until April 2012 now - which I didn't know.

The CS person said that no customers have been informed of this change in policy yet as its only new. They had issues with people using the full quota in a single day, then using nothing for the remainder of the month. She also mentioned that the new policy might not be the final decision on how they plan to alleviate the load on data usage.

I asked about terminating my contract, and basically I'm locked in until April, and it would cost 240 to get out of it. However, in my case, I am probably leaving Switzerland this year, and with the gemeinde deregistration letter there is no penalty.

With the 10Gb limit, it's been sufficient for me to use as my primary internet at home, but only just. I would not advise anyone else to do this though, it's just that I never knew how long I was staying, and just stuck with what I had.
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Old 11.04.2011, 10:37
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Re: Sunrise sucks!

Few tips on how to make your bandwith consumption smaller when you are surfing on 3G:

- Install Opera browser and enable the Opera Turbo option. This way all the web pages will be compressed before opening and you will use around 10% of what the page size is. Nowdays, many pages are 2-3-4 megs big at least, you don't notice it because of high speed Internet.

- Install an older version of Skype, newer versions are made to detect and use ALL available bandwidth on your line in order to provide best sound and video experience. Don't use webcam nor see the webcam of your friend.

- Never download anything, if you can find a free WiFi hotspot in your area and use it there.

- Turn off the automatic updates, some of them are quite large and they will download by them self even without asking you.
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Old 11.04.2011, 10:50
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Re: Sunrise sucks!

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I am a customer of Sunrise with the same Takeaway package as you. I am with them since April 2009. I hadn't noticed any changes in speed yet, however I had not yet reached 500mb in a day.
Because that would be 50,000 web pages a day or roughly 2.5-3 hours of video calling. Not that it is impossible to reach, but on a very high level. Sunrise has calculated the prices they offer on an average use. They will accept some much higher numbers than the average, but at some point their "fair use" clause in the small print allows them to cap your service in any way they want. And they are not blocking the service, only capping the OPs speed.

All operators do this, that's how business works: If you as a customer cause more costs than you are paying - people will be less friendly with you and even happy if you leave. I am not saying this is nice or fair, but the way the world works. In other countries the operator might actually from his side cancel your subscription.
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Old 11.04.2011, 14:01
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With the 10Gb limit, it's been sufficient for me to use as my primary internet at home,.
Exactly my point. I never posted any complain before because even if I excedeed the 10 Gb per month I will still have 250 speed the rest of the month and as many data transfer as i wanted. I was OK with the service I had. Now its just insane how they downsize the sevice.

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Because that would be 50,000 web pages a day or roughly 2.5-3 hours of video calling. Not that it is impossible to reach, but on a very high level. Sunrise has calculated the prices they offer on an average use. They will accept some much higher numbers than the average, but at some point their "fair use" clause in the small print allows them to cap your service in any way they want. And they are not blocking the service, only capping the OPs speed.

All operators do this, that's how business works: If you as a customer cause more costs than you are paying - people will be less friendly with you and even happy if you leave. I am not saying this is nice or fair, but the way the world works. In other countries the operator might actually from his side cancel your subscription.
Hope they do, I really prefe to stay without internet than having this horrible service. Im paying 50chf per month and not so many use. And just so you know I watched yerterday 7 videos on youtube and gone my 500mb.

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Old 11.04.2011, 14:48
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Re: Sunrise sucks!

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And just so you know I watched yerterday 7 videos on youtube and gone my 500mb.
Streaming a youtube video is typically 1-2MB per minute. 500MB is a lot of youtube minutes a day in my book.
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Old 11.04.2011, 15:34
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Re: Sunrise sucks!

i'm not sure why they don't take it further.

after all, 10gb per month is around an average of 240 kilobytes per minute.

once you go over 240kbs they can throttle your connection until you reach the next minute.
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