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Old 08.11.2017, 16:10
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Don't use sunrise

Hi
we have finally cancelled all our sunrise contracts. We had landline, internet and a couple of mobiles with them. In fact we have been with them so long that one of our main emails was with them.... a major reason why we stayed with them 17 years.
This final decision to cancel everything comes after we tried to port a mobile number from another provider to Sunrise. We received three sets of documentation to sign, returned them all, had numerouse phone calls... and were then fined by them for not returning something that we actually sent...
Multiple calls to resolve this meant hours of frustration and NO clarity.


We came very close to cancelling a few years ago after spectacularly bad internet performance (it was never good), and worse than zero customer service.... they seem to enjoy passing you between departments and not actually doing anything.


Anyway... you would have thought cancellation would be enough to end the hassle, BUT no... last week we received a letter fining us again for cancelling the porting of the phone number which they failed to trasnfer. A call and half an hour plus on the phone, and we were told to ignore that letter.


Amazingly we received another fine this week!!!! and my wife has been on the phone with four different Sunrise employees for over an hour today....
maybe we will get some clarity.


How could we have avoided this mess... Never signed a Sunrise contract in the first place. I dont like any of the providers much, BUT no other is anywhere near as incompetent as Sunrise has managed to be in our case.


DO not make the same mistake as us... any provider is better than SUNRISE
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  #2  
Old 08.11.2017, 16:19
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Re: Don't use sunrise

Wow, sounds weird. But we've also had everything since years with Sunrise, after having made terrible experiences with Swisscom, and have been extremely happy with reliability, speed, reception & customer service. There was just once when they needed to remotely reset our modem/IP or whatever due to bad connections, but that was sorted quickly and easily with one phone call.
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  #3  
Old 08.11.2017, 16:24
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Re: Don't use sunrise

And our experiences with Swisscom have been fine for nearly 20 years. Sometimes I wonder if it's more a glitch in these companies' operating procedures than a consistent problem across the board.
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Old 08.11.2017, 16:47
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Re: Don't use sunrise

I have a mobile abo (Yallo* PostPaid) and I have actually recommended it before but since it's been a nightmare. Now, I know that Yallo is a low-cost provider but I can't consider it low-cost anymore with such bad quality service:

Following happens on international calls:
  • As soon as you make an international call it only works after the 3th-4th try. Sometimes it takes more.
  • Occasionally it even rings endless but the receiver doesn't receive any call at all, no wonder nobody picks up. (kind like a simulation call)
  • When the call goes through, the receiver sees a very diferent number (sometimes from Poland, Germany, Lithuania) but never mine. Other times it shows private number. So the receiver doesn't even want to answer that call at all..
  • Also happens sometimes during international call, you hear a weird noise as the other party drops the phone or something, and the connection gets lost. Once you call again after some seconds, you hear the occupied line beep. But it isn't the case at all
  • I say there's a 1 in 5 chance an international call goes smooth

It's like they make you think the receiver has a bad network signal or is unavailible. I think they make everything possible for you to stop calling internationally and let the other party call you back... And when that's the case, the quality of the call is perfect...

* Yallo is a Sunrise subsidiary company.
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Old 09.11.2017, 10:35
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Re: Don't use sunrise

Just a remark, you can't possible have received a fine. Sunrise is a private company and can't issue fines.
They can issue bills for services they might or might not have given. Fines and bills are really not the same thing.
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Old 09.11.2017, 11:37
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Re: Don't use sunrise

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I have a mobile abo (Yallo* PostPaid) and I have actually recommended it before but since it's been a nightmare. Now, I know that Yallo is a low-cost provider but I can't consider it low-cost anymore with such bad quality service:

Following happens on international calls:
  • As soon as you make an international call it only works after the 3th-4th try. Sometimes it takes more.
  • Occasionally it even rings endless but the receiver doesn't receive any call at all, no wonder nobody picks up. (kind like a simulation call)
  • When the call goes through, the receiver sees a very diferent number (sometimes from Poland, Germany, Lithuania) but never mine. Other times it shows private number. So the receiver doesn't even want to answer that call at all..
  • Also happens sometimes during international call, you hear a weird noise as the other party drops the phone or something, and the connection gets lost. Once you call again after some seconds, you hear the occupied line beep. But it isn't the case at all
  • I say there's a 1 in 5 chance an international call goes smooth

It's like they make you think the receiver has a bad network signal or is unavailible. I think they make everything possible for you to stop calling internationally and let the other party call you back... And when that's the case, the quality of the call is perfect...

* Yallo is a Sunrise subsidiary company.
I also stopped Yallo, including paying the penalty for early termination.

I was travelling in Canada and got an SMS from them. Sign up for our roaming package only CHF xxx for 30 days. Terms and conditions on our website etc. etc. etc. So I texted the necessary to sign up and got a confirmation. When I got home I got an invoice from them for all the calls I had made, at extortionate roaming rates, while in Canada and the charge for the roaming package.

I called up to learn that their terms and conditions clearly show that roaming packages are not valid in Canada (or the USA). Why did you send me that SMS when I was in a place where your offer wasn't valid? "We do that for everyone outside of Switzerland" was the response. "You should have read the terms and conditions" they said.

No sympathy, they wouldn't correct the phone charges nor refund me the roaming package charge.

Yes, I should have read the terms and conditions (which would have cost me money as I was in Canada) but my response was F*** YOU and I promptly cancelled. These guys IMHO are crooks.
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Old 09.11.2017, 16:51
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Re: Don't use sunrise

I tried to switch to sunrise but they couldn'teven do that.
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Old 09.11.2017, 16:54
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Re: Don't use sunrise

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And our experiences with Swisscom have been fine for nearly 20 years. Sometimes I wonder if it's more a glitch in these companies' operating procedures than a consistent problem across the board.
I would say this issue is intrinsically related to consumer behavior. Too many customers pick the cheapest option, faced with losing market share premium providers react by attempting to copy their low cost counterparts. They drop their prices and cut costs. The “quick win” of cost cutting is to target customer service related costs.

The result of this is people get a cheap service which is great until something goes wrong at which point many realise that there is no service infrastructure behind the business.

I use Swisscom and although they are far more expensive, any issue has been resolved quickly. Not everyone will have had the same experience but I would say the probability of a prompt solution is statistically higher with companies like Swisscom.
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Old 09.11.2017, 17:28
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Re: Don't use sunrise

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I also stopped Yallo, including paying the penalty for early termination.

I was travelling in Canada and got an SMS from them. Sign up for our roaming package only CHF xxx for 30 days. Terms and conditions on our website etc. etc. etc. So I texted the necessary to sign up and got a confirmation. When I got home I got an invoice from them for all the calls I had made, at extortionate roaming rates, while in Canada and the charge for the roaming package.
As a side-note, both my daughter and I signed-up for the same package with Sunrise for a trip to Canada this year, and it worked perfectly - no roaming charges at all, although we made plenty of calls.
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Old 09.11.2017, 19:57
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Re: Don't use sunrise

Salt is much worse.

Swisscom is better but expensive. Choose wisely..
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Old 09.11.2017, 20:26
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Re: Don't use sunrise

Sunrise is without a doubt the worst company I have seen in Switzerland. They tricked me into believing the I had unlimited internet and then brought me a problem that took 2 years to end at the cost of a nice second-hand small car.

I get disgusted even when I pass through their shops. Eww
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Old 09.11.2017, 20:29
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Re: Don't use sunrise

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Salt is much worse.

Swisscom is better but expensive. Choose wisely..
I have Swisscom, not cheap but so far served me very well (and I use my phone´s hotspot for internet on my laptop, works also quite nicely)
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Old 10.11.2017, 12:23
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Re: Don't use sunrise

Is the coverage bad?

Currently i use Swisscom that has unlimited data.
I saw the Salt Young adult option which is half of the price which i pay

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Salt is much worse.

Swisscom is better but expensive. Choose wisely..
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Old 10.11.2017, 12:31
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Re: Don't use sunrise

I switched to Sunrise on the 65/m Sunrise Mobile Unlimited plan. Had no major problems so far other than an initial pain getting Mobile ID activated, and coverage and mobile internet speeds are fine.
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Old 10.11.2017, 12:35
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Re: Don't use sunrise

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Is the coverage bad?
Don't know about Salt, but we were with Swisscom for years. Live near Zurich centre, but had to almost hang out one of my windows to get any mobile reception, which was then still extremely weak and difficult to communicate with.

On switching to Sunrise, we couldn't believe the improvement in call quality - it was amazingly perfect, and coverage from anywhere within the apartment.

We still see lots of neighbours almost hanging out of their windows, and have a little chuckle.
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Old 12.11.2017, 14:15
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Re: Don't use sunrise

And our experiences with Swisscom have been fine for nearly 20 years. Sometimes I wonder if it's more a glitch in these companies' operating procedures than a consistent problem across the board.

Our experience with Sunrise has also been excellent. Any problems have been sorted quickly, efficiently and in English. I think the original poster just had bad luck.
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Old 23.11.2017, 09:51
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Re: Don't use sunrise

Yes one should not judge a book just by it's cover
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