Hi

We have been sent new devices (WIFI router and TV boxes) by Sunrise as apparently the devices have to be changed / "upgraded" everywhere.

Now I am struggling with the WIFI installation. The box seems properly connected to the cable antenna (the round thing, not the LAN socket). My phone detects a WIFI network, but after entering password it says "connected without internet".

The customer service hotline is not reachable, waiting there for 20 mins now.

Anyone else with the same issue? I am pissed off. The old system was running smoothly.

So, reached the hotline. A total f---ing joke.

The person could identify that there is a technical problem. This would need to be fixed by an electrician that needed to come by. Tomorrow someone would contact me to schedule an appointment.

I then complained why we needed to change a perfectly running system and now have the inconvenience of having to have electricians coming. She then said, hey there is another way: if you are happy with the current installation, we could keep it. She would need to make a note in the system so that the current devices would stay active (their f---ing info letter says the old devices would be disabled two weeks from getting the new ones). I agreed to keep the ild, now have to reinstall the old kit and send the new shit back to them.

Absolutely ridiculous. Would like to immediately switch suppliers - by then would have to install yet another set of devices.

I doubt that this is a Sunrise problem particularly, but get your frustration totally!

From the way you describe your connection, it sounds pretty old - maybe an existing line (old Cablecom) that‘s been in the house for years? We had the choice to retain that in my previous apartment, or to switch to fiber-glass.

Mostly these old cables have been replaced to newer (although also around since quite a while) high-speed fiber glass - at least in Zürich. Have been with Sunrise since a long time, and have been completely happy. For these types of routers (mine is already about 6 years old), I haven‘t received any notification that they must be replaced.

The building is from 2013. And funny, our devices were newer than yours, max 4 years. So far I was happy with Sunrise, but this is a joke.

Sunrise has a chargeable home installation service if you fail to get it working.

In my experience Sunrise is a giant pile of sh*t. I have had nothing but problems with them and would never use them again ever.

Thanks, but no thanks. That would be the icing on the cake if I had to pay them to fix their mess.

We are back to normal operations with the old set up. So this shit has cost me 3 hours today, 3 months of life expectancy and I still need to mail the stuff back.

Whereas I've used them for 3 years so far with a 10Gbit fiber connection without a single outage and they've been great. Admittedly I probably got the latest box when I installed though and avoided this grief

I had a similar experience a few weeks ago. I had a Sunrise Internet DSL which I “upgraded” to a Sunrise Internet with the Tv package. Instead of receiving just the tv receiver, they sent me a new Cable modem. I thought ok, should be a simple plug and play.... Nope, the modem did not work in my outlet (red light ring)even though the Cablecom modem I had previously in 2017 worked without a problem.

Instead of calling Sunrise I set a date for them to call me. Over the phone they diagnosed the problem as a defective socket. They said they would send an electrician....who after 2 weeks finally called to make an appointment. He came, switched out my socket and it worked.

Luckily I have secondary internet in my house from yallo in my home office otherwise I would likely have been as pissed off as you.

Oh.. I'm literally sitting here with the new sunrise modem in a box next to the old one. I've been putting off swapping them.. maybe I wont bother.

If you do, call them and have them register that in their systems. No idea how this works, but they said the old devices would otherwise stop working at some point. I doubt that actually, but better safe than sorry.

How are the English channels Sunrise offers?

I have been thinking about switching as my provider (small, local provider) also changed the box, and now I can not switch to English on some channels that used to have English as an option (Crime+Investigation, 13th Street, WB, History, etc.).

A better question would be "what provider has the best selection of English/Dual channels"?

Update for whom it may concern:

After a month ago the Sunrise helpline told me I could just keep using the old devices ("TV Box") suddenly Comeback TV and recordings are unavailable. Yesterday I receive another parcel from them with another set of new devices.

I called the helpline again today. Contrary to what they told me a month ago, the old (white, A5ish in format) will not work after 31 Dec. So you need to change. The good news is that one can just replace the devices. No need to change the cables from LAN to the "round" UPC ones. And therefore also no need to have a electrician coming if this does not work.

And as we were talking Japan in the other thread - we now have NHK anf a ton of new channels.

We’re with UPC (which is technically Sunrise and uses the Sunrise TV app) and I have lost all recordings and replay TV without having changed anything nor received new equipment.

I suppose I will now have to do battle with the idiots on the helpline.

Good luck. But it looks like with the new box, we get more channels and - more importantly - streaming apps seem much better integrated.

I currently have UPC/Cablecom and it works perfectly.

Today I was speaking with Sunrise sales person about switching to Sunrise (apparently they have better prices than UPC ... I currently pay CHF99 per month for internet only.

What are folks paying with Sunrise? Based on comments in this thread, I'm reluctant to change to save a few chufs, to then be left without service.

Apart from this recent issue (which is now solved and should not affect anyone getting newly set up), I am happy with Sunrise.

I pay now ca. 150 for internet, TV with 3 boxes, "landline" phone incl flat for Switzerland and Germany mobile.BUT they always have new subscriber deals for 24 months - so ask what they can offer. When I signed up, it was something like 70 for internet and TV, iirc. Reminds me to call them and say I want to switch.

UPC/Cablecom and Sunrise are the same company trading as Sunrise

Haha, I did not even realize this.

I'm using a Sunrise Gbit fiber connection - which has been great so far. I'm not using their big, shitty modem however as I want to keep everything in the wall box in our hallway and am therefore directly connecting to their network (VLAN) using a SPF module.