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Excad 11.06.2020 23:55

Sunrise Mobile internet unlimited cancellation
 
Hi guys,

I've recently order Sunrise Mobile internet unlimited in an attractive price thinking I will give it a shot since there is no minimum duration of the contract. If it will be not fast enough, I will just cancel.

So I've got it yesterday and maximum speed I was able to get was 30 Mbps, which is not satisfying at all (they advertise with 300). I ask them about the cancellation and was really surprised to hear that my contract if for 24 months.

Here is that offer:
https://www.sunrise.ch/en/residentia...unlimited.html

If you take a look it says:
Minimum duration: no minimum duration
Cancellation: The subscription may be terminated at any time with a notice period of 60 days.

When I was talking with their employee through their chat, I send that link that I pasted above to discuss more clearly. Do you know what employee did say? That she cannot open that link. Link to their own website.

I am confused and don't know if that is their policy or they just have a big mess there.

Did someone of you also experienced something like this? For me it is clear that this offer is without minimum duration, but maybe I'm wrong.

k_and_e 12.06.2020 08:10

Re: Sunrise Mobile internet unlimited cancellation
 
If you are referring to the discount they had, that was indeed 24 months minimum duration. I'm using that too.


Now the action is over, there is only the regular price and indeed no 24 month minimum.

Chuff 12.06.2020 08:27

Re: Sunrise Mobile internet unlimited cancellation
 
Quote:

Originally Posted by Excad (Post 3190218)
Hi guys,

I've recently order Sunrise Mobile internet unlimited in an attractive price thinking I will give it a shot since there is no minimum duration of the contract. If it will be not fast enough, I will just cancel.

So I've got it yesterday and maximum speed I was able to get was 30 Mbps, which is not satisfying at all (they advertise with 300). I ask them about the cancellation and was really surprised to hear that my contract if for 24 months.

Here is that offer:
https://www.sunrise.ch/en/residentia...unlimited.html

If you take a look it says:
Minimum duration: no minimum duration
Cancellation: The subscription may be terminated at any time with a notice period of 60 days.

When I was talking with their employee through their chat, I send that link that I pasted above to discuss more clearly. Do you know what employee did say? That she cannot open that link. Link to their own website.

I am confused and don't know if that is their policy or they just have a big mess there.

Did someone of you also experienced something like this? For me it is clear that this offer is without minimum duration, but maybe I'm wrong.

It's more than likely that at the time you ordered the big discount was due to you being locked in for 24 months. Always read the small print and terms and conditions at the time you order.

Regarding opening the link, some companies do not give internet access to their call center employees.

NotAllThere 12.06.2020 08:39

Re: Sunrise Mobile internet unlimited cancellation
 
Quote:

Originally Posted by k_and_e (Post 3190246)
If you are referring to the discount they had, that was indeed 24 months minimum duration. I'm using that too.


Now the action is over, there is only the regular price and indeed no 24 month minimum.

It was pretty clear when I took the option that it was a 24 month deal."up to: 300 Mbit/s" allows for you being only able to get 30Mbit/s. Just tested on my phone and it's 150 for me at this moment. The option you link to is only mobile internet, so maybe it wasn't the same as what I got, which is unlimited everything for a much lower than usual price.

Call them again if this was not taken during a special offer. The staff don't always get it right.

Excad 12.06.2020 10:01

Re: Sunrise Mobile internet unlimited cancellation
 
Guys, this offer is still available, so you can see how they present that:

https://www.sunrise.ch/en/residentia...unlimited.html

It is 19 chf per month. If somehow this link works differently for you I am posting screenshots:

https://i.ibb.co/dfwMXMb/1.png

https://i.ibb.co/8PwpmTk/2.png


Don't get me wrong. I know how the world works and that small text is important. But if this above is not true to what you buy, then this is a completely direct lie.

Chuff 12.06.2020 10:08

Re: Sunrise Mobile internet unlimited cancellation
 
Quote:

Originally Posted by Excad (Post 3190273)
Guys, this offer is still available, so you can see how they present that:

https://www.sunrise.ch/en/residentia...unlimited.html

It is 19 chf per month. If somehow this link works differently for you I am posting screenshots:

https://i.ibb.co/dfwMXMb/1.png

https://i.ibb.co/8PwpmTk/2.png


Don't get me wrong. I know how the world works and that small text is important. But if this above is not true to what you buy, then this is a completely direct lie.

Then you definitely have a case and should call them again.

Jaceq 12.06.2020 10:35

Re: Sunrise Mobile internet unlimited cancellation
 
Call them. Also most likely when you signed up, you probably got an email with agreement details. What does it say there??

jjake 12.06.2020 11:12

Re: Sunrise Mobile internet unlimited cancellation
 
When you click on the offer, it takes you to "Your choice" page and there it states "Promotion 19.- instead of 49.- " and a little info icon which displays:

"Details about the promotion
For the next 24 months, you will benefit from a monthly discount on your Mobile internet subscription."

I did not proceed further but assume the contract spells out some more conditions on the 24 months duration.

Clearly, it is not described well in the initial product page :(

yacek 12.06.2020 11:52

Re: Sunrise Mobile internet unlimited cancellation
 
I was once caught by Cablecom where they didn't spell out the line maintenance fee in their pricing.
The next day I told them to register that I don't want any auto-renewal (in a year or two year time, I don't remember), and I was never their customer again.

CHnuschti 13.06.2020 00:23

Re: Sunrise Mobile internet unlimited cancellation
 
Quote:

Originally Posted by Excad (Post 3190273)
Guys, this offer is still available, so you can see how they present that:

https://www.sunrise.ch/en/residentia...unlimited.html

It is 19 chf per month. If somehow this link works differently for you I am posting screenshots:


dschungelkompass.ch lists all "special offers" available in the telecom branch:
https://www.dschungelkompass.ch/news/aktionen/

Also your offer is listed there, clearly with a 24 months minimum duration.
https://www.dschungelkompass.ch/news...statt-49.xhtml

May be lightly deceptive with an entry page stating no minimum duration and a change on the next step/page, but as @jjake writes, it was stated also in that page, while still hidden behind the i icon.

Don't think you will find any valid legal grounds to fight this, but there might be goodwill on sunrise's side such as allowing you to step back from the contract. But I doubt ...

Excad 16.06.2020 00:24

Re: Sunrise Mobile internet unlimited cancellation
 
Quote:

Originally Posted by jjake (Post 3190302)
When you click on the offer, it takes you to "Your choice" page and there it states "Promotion 19.- instead of 49.- " and a little info icon which displays:

"Details about the promotion
For the next 24 months, you will benefit from a monthly discount on your Mobile internet subscription."

I did not proceed further but assume the contract spells out some more conditions on the 24 months duration.

Clearly, it is not described well in the initial product page :(

Yes, I saw that information about how long the discount lasts. But why on Earth should I assume that it is about the minimum duration of the contract?

I simply thought that after 24 months (so after promotion) my price will rise to 49 chf. Because this is what it says.

Phil_MCR 16.06.2020 00:58

Re: Sunrise Mobile internet unlimited cancellation
 
It looks like an either the employee screwed up, or your signed contract differs from what was advertised. I'd check what you signed first and then call back.

Urs Max 16.06.2020 01:23

Re: Sunrise Mobile internet unlimited cancellation
 
Maybe they differentiate between your contract as a customer and the subscription. You can change the plan with 60 days notice but can't cancel before 24 months.

That would fit their wording " For the next 24 months, you will benefit from a monthly discount on your Mobile internet subscription." which to me implies that the 30.- monthly rebate isn't bound to any plan.

UncleMike988 16.06.2020 10:29

Re: Sunrise Mobile internet unlimited cancellation
 
Quote:

Originally Posted by Excad (Post 3190218)
Hi guys,
I've recently order Sunrise Mobile internet unlimited in an attractive price thinking I will give it a shot since there is no minimum duration of the contract. If it will be not fast enough, I will just cancel.

Did someone of you also experienced something like this? For me it is clear that this offer is without minimum duration, but maybe I'm wrong.

I had this offer, and it was dreadful.

The internet stability was awful (I live near Baden, and it just kept cutting out) and very quickly, I just stopped using it.

I told Sunrise how dreadful the reliability was, and asked if i could cancel that (19 CHF/month) contract and sign up for a 40 CHF/month home internet contract instead ? After all, they'd be getting twice as much money out of me.

Their reply... no. You'd need to pay 400+ CHF to buy your way out of the 24-month contract.

They did, several months later, finally agree to cancel my contract, but seriously, I wouldn't recommend any Sunrise 4G+ offers, unless there's a "no minimum contract" clause. Or, better yet, go with Yallo (who use Sunrise's network) as often they have better prices/terms and conditions.

Chuff 16.06.2020 10:46

Re: Sunrise Mobile internet unlimited cancellation
 
Quote:

Originally Posted by UncleMike988 (Post 3191391)
I had this offer, and it was dreadful.

The internet stability was awful (I live near Baden, and it just kept cutting out) and very quickly, I just stopped using it.

I told Sunrise how dreadful the reliability was, and asked if i could cancel that (19 CHF/month) contract and sign up for a 40 CHF/month home internet contract instead ? After all, they'd be getting twice as much money out of me.

Their reply... no. You'd need to pay 400+ CHF to buy your way out of the 24-month contract.

They did, several months later, finally agree to cancel my contract, but seriously, I wouldn't recommend any Sunrise 4G+ offers, unless there's a "no minimum contract" clause. Or, better yet, go with Yallo (who use Sunrise's network) as often they have better prices/terms and conditions.

So many people get suckered in by theselow prices, not realising that the service is terrible and the ISP conditions regarding privacy etc are really sub-par. I tried Sunrise out of curiousity last year and I had 3 days of outage starting on my first day of connection. I immediately cancelled my contract.

I would much rather pay more for a fast and stable internet connection with good privacy and net neutrality conditions and that's why I stick with Init7.

axman 16.06.2020 15:54

Re: Sunrise Mobile internet unlimited cancellation
 
Got something like this earlier this year from one of the shops (the mobile internet only abo) and after some days of frustration due to the super slow speed, I called them. But the guys on the phone are not the same as the guys from the shop… so they told me to go back to the shop. I went back to the shop with some screenshots of the speedtests I did throughout the few days showing speeds of less than 1Mbps, and they promptly cancelled the contract, though I am out of pocket by about Fr.20 for the simcard.

Trixe 20.10.2020 01:10

Re: Sunrise Mobile internet unlimited cancellation
 
Quote:

Originally Posted by UncleMike988 (Post 3191391)
The internet stability was awful (I live near Baden, and it just kept cutting out) and very quickly, I just stopped using it.

I told Sunrise how dreadful the reliability was, and asked if i could cancel that (19 CHF/month) contract and sign up for a 40 CHF/month home internet contract instead ? After all, they'd be getting twice as much money out of me.

Their reply... no. You'd need to pay 400+ CHF to buy your way out of the 24-month contract.

They did, several months later, finally agree to cancel my contract

Same scenario with me.

Back in February when I arrived in CH, had to rent an AirBnB (with very poor internet connection) while looking for a more permanent residence.
I went with a mobile 4G router offer from Sunrise. It was 19CHF and didn't pay attention to the 24 months clause.

Sadly, internet via 4G is atrocious.

I found myself a permanent apartment since september. I signed up for a DSL connection, I went to a Sunrise shop and showed them screenshots of my speed with the 4G router, I keep calling tech support and for almost a month now, they keep stalling with my request to cancel the contract.

My question here is, how did you manage to convince them to cancel without paying the 400+ CHF fee? Did you request speaking with a manager or superior?

Landers 20.10.2020 01:47

Re: Sunrise Mobile internet unlimited cancellation
 
Quote:

Originally Posted by Trixe (Post 3228772)
Same scenario with me.

My question here is, how did you manage to convince them to cancel without paying the 400+ CHF fee? Did you request speaking with a manager or superior?


I guess you'd have to convince them or a reasonable person that what they have offered is not as described and/or not fit for purpose. If you have records of complaints from February this would help. If you have a convincing argument but telephoning doesn't help, if it were me I'd write to them and stop paying, contesting any Betreibung which might come. If you only just now decide that it's not what you want then you'll probably be unlucky. I find 4G internet to be sufficient for email/ youtube etc but if you're not getting what was sold to you then you have a right to complain.

Jeep Life 20.10.2020 09:50

Re: Sunrise Mobile internet unlimited cancellation
 
Now the minimum duration is updated as follows:

No minimum duration unless subscription is taken with a promotional offer.

I guess you took the promotional offer and is stuck with it for 24 months.

I think its very bad practice that they update the conditions as they go alonmg.. clearly from the replies here on EF it was surely not stated before :rolleyes:

Jeep Life 20.10.2020 10:00

Re: Sunrise Mobile internet unlimited cancellation
 
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Heres what they say now:


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