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Old 05.02.2011, 09:48
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Sunrise early cancellation fees

hi,

My Sunrise contract runs out in Juli. However, due to several network outages and after what I went through with their customer support last week, I've decided to switch providers. I know they have an early cancellation fee of 360 Fr. However, does anyone know if they deduct from that for the time I've already been their customer?

Peter
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Old 26.02.2011, 22:17
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Re: Sunrise early cancellation fees

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hi,

My Sunrise contract runs out in Juli. However, due to several network outages and after what I went through with their customer support last week, I've decided to switch providers. I know they have an early cancellation fee of 360 Fr. However, does anyone know if they deduct from that for the time I've already been their customer?

Peter
anyone know anything about this? I did an extensive search on the web but couldn't find any useful information. I called Sunrise - the call-center agent didn't know and told me someone from billing would call me back. That was 2 weeks ago - nobody called. What gives?
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Old 26.02.2011, 22:20
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Re: Sunrise early cancellation fees

i'd call them again and get confirmation in writing. a verbal confirmation or anecdote probably won't help you if (when) they send you the bill anyway.
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Old 26.02.2011, 22:24
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Re: Sunrise early cancellation fees

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i'd call them again and get confirmation in writing. a verbal confirmation or anecdote probably won't help you if (when) they send you the bill anyway.
I agree - however, I'm absolutely certain I'll never get anything from them in writing, no matter what I do.

The joke is that I can't even cancel the contract if I want to get the number transfered to another provider. I'll have to rely on the new provider to do the cancellation for me.
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Old 27.02.2011, 11:56
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Re: Sunrise early cancellation fees

the shit is true, and not only with sunrise (i'm with swisscom)
you can only cancel without fee if you permanently leave switzerland
otherwise wait till your contract expires and send a cancellation notice 2-3 months beforehand (find out when you should send it exactly)
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  #6  
Old 02.03.2011, 09:46
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Re: Sunrise early cancellation fees

oh boy. I called Sunrise again yesterday, hoping that they'd now be able to tell me how much the early cancellation fee would be. They told me (literal translation) that "your subscription can't be canceled until Juli 23 2012, it has already rolled over". WTF I thought - I had signed my 12-month contract on Juli 26 (sic) 2010. I told them that this surely has to be a mistake. The agent then checked and said: "yes, you only have a 12-month contract but here it says you can't cancel it until July 23 2012. There's nothing I can do about that".

I then asked how much the early cancellation would be and was told that they can't tell me that until I have canceled (sic - again). What the heck is going on with their customer support? Are they all total morons or are they trained to be as obnoxious as is humanly possible?

I then went to the nearest Sunrise shop - the guy there called up the billing department again and finally got them to change the cancellation date to what it was supposed to be. And told me that if I cancel now, I'll have to pay around 100 Fr. in penalties.

After this experience, I went across the street to Swisscom and signed the number-transfer form. That's it - never again Sunrise. My time with them started promising - the network was ok, initially, and the prices were excellent but over time, the number of outages in my area grew massively. That wouldn't have been such a problem if the customer support hadn't been that lousy. I have never in my life seen customer support that miserable from any company I have ever dealt with.
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Old 02.03.2011, 09:58
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Re: Sunrise early cancellation fees

Email their CEO

oliver dot steil sunrise.net
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Old 02.03.2011, 09:58
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Re: Sunrise early cancellation fees

Ive had their takeway internet product following a subsidized laptop purchase in Digitec.

Cancelled on time last July in time after 2 years for November.

Got a phone call offering me the product with no monthly recurring charge/subscription, and only having to pay if I used the service on a daily basis.

Am now being charged 10 a month again despite not using it.

Registered letters go unanswered. Am now going through my lawyer.

Are you a member of KTipp? They also have a subscriber assistance program.

What I hate is how difficult it is to challenge invoices in general here, it seems too easy for someone to say you owe them money here and open a Betreibung.
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Old 02.03.2011, 10:00
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Re: Sunrise early cancellation fees

Get ready my friend. The grass is only a different shade of brown on the other side. It doesn't get any better with Swisscom. This is what a protectionist economy will do to you. The customer is NEVER # 1.

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oh boy. I called Sunrise again yesterday, hoping that they'd now be able to tell me how much the early cancellation fee would be. They told me (literal translation) that "your subscription can't be canceled until Juli 23 2012, it has already rolled over". WTF I thought - I had signed my 12-month contract on Juli 26 (sic) 2010. I told them that this surely has to be a mistake. The agent then checked and said: "yes, you only have a 12-month contract but here it says you can't cancel it until July 23 2012. There's nothing I can do about that".

I then asked how much the early cancellation would be and was told that they can't tell me that until I have canceled (sic - again). What the heck is going on with their customer support? Are they all total morons or are they trained to be as obnoxious as is humanly possible?

I then went to the nearest Sunrise shop - the guy there called up the billing department again and finally got them to change the cancellation date to what it was supposed to be. And told me that if I cancel now, I'll have to pay around 100 Fr. in penalties.

After this experience, I went across the street to Swisscom and signed the number-transfer form. That's it - never again Sunrise. My time with them started promising - the network was ok, initially, and the prices were excellent but over time, the number of outages in my area grew massively. That wouldn't have been such a problem if the customer support hadn't been that lousy. I have never in my life seen customer support that miserable from any company I have ever dealt with.
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  #10  
Old 02.03.2011, 10:30
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Re: Sunrise early cancellation fees

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Get ready my friend. The grass is only a different shade of brown on the other side.
I was a Swisscom customer for many years before I switched to Sunrise last year. My honest opinion: Swisscom's grass at least has a greenish tint. Their network isn't any better than Sunrise's - but customer support is decidedly better. Prices are drastically higher, too, however.

What made me switch to Swisscom again (I would have switched in any case, but hadn't it been for the recent network outages and the horrible customer service I would have waited until my contract was up for renewal) was Swisscom's announcement that they'll get rid of the automatically renewing contracts and that they'll introduce a user-defined cap for international roaming costs in the next couple of weeks. Also, they have drastically lower data roaming costs than Sunrise (about 8 times lower, to be precise). I don't do a lot of business travelling but I live on Lake Constance and thus immediately on the border - my phone constantly switches to German networks, so roaming costs are important to me. If I disable the automatic network selection, my phone refuses to switch from EDGE to 3G automatically, so that has never been an option for me.

Peter
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