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Old 30.01.2020, 13:14
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Slow Internet with Sunrise. They ignore our complaints

Hi all,

So my GF had a mobile phone and a mobile internet contract with Sunrise. When she was about to cancel it they proposed lower prices for another year of subscription and proposed an upgraded package for the internet. So she got, apparently, up to 300Mbit/s package. The issue is, that it is never near that speed.

We have been measuring the speed on external sites, as well on their own website and it would rarely go above 30Mbit/s. A couple of minutes ago I have gotten 5Mbit/s on their website measurement.

Naturally, we have complained. The response from them is that they don't want to do anything about it as the connection is good and there are plenty of antennas around us. So they don't want to cancel the subscription without a fee and they claim that our usage is good.

I would understand if there was even a 25% mismatch between what they sell and what we get, but 90% is ridiculous.

What would you do in this case and to whom other could we complain about this issue?
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Old 30.01.2020, 13:27
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Re: Slow Internet with Sunrise. They ignore our complaints

Just to be certain, you are not mixing up mb/s and mB/s when testing your speed?

Also before you complain at them, try the sim in another phone and test at the same spots with the same sites.

By the time it is 100% certain the problem is on their side I would tell them that they cannot deliver up to expectations and will cancel the contract immediately if they refuse to find a fix.

Surely some slower is no problem, but never getting above 10% regardless of location is bollocks and a reason to cancel.
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Old 30.01.2020, 13:40
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Re: Slow Internet with Sunrise. They ignore our complaints

Does the mobile internet box has the network reception indication bars full and 4G/5G symbol on?
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Old 30.01.2020, 13:43
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Re: Slow Internet with Sunrise. They ignore our complaints

Yeah, I'm pretty sure it's Mbit/s and not MB/s.

https://i.imgur.com/DKqZc0z.png

The box says full 4G and I just checked, the offer on their website also says it's a 4G internet connection.
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Old 30.01.2020, 14:59
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Re: Slow Internet with Sunrise. They ignore our complaints

Quote:
View Post
Yeah, I'm pretty sure it's Mbit/s and not MB/s.

https://i.imgur.com/DKqZc0z.png

The box says full 4G and I just checked, the offer on their website also says it's a 4G internet connection.
Can only say that I have fantastic service and speeds with Sunrise since quite a few years. If ever there was a problem (in the ‚old’ days before Fibre cable), it was fixed immediately with a quick call.

OP, the link you have provided has absolutely nothing to do with Sunrise, but with viral videos or something, so I didn‘t open it. Maybe you want to check the link.
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Old 30.01.2020, 16:48
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Re: Slow Internet with Sunrise. They ignore our complaints

I'm not sure what's wrong with the link, it's a screenshot from speedtest.net.

Anyways, here's another go at the screenshot.
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