Sunrise Broadband connection

I am making this complaint against Sunrise due to the recent experience I had while I switched from UPC to Sunrise.

Apr 30th - around 3PM received an email from Sunrise that the delivered modem is active and can be used.

May 1st - activation date of Broadband connection.

May 1st morning - opened up the box and tried to connect.

My apartment does have sockets from UPC (those circular ones) and I could not see any way to connect as Sunrise has DSL.

I called customer care number (1050 hrs) and the customer care executive told me that I should go and purchase the adaptor from circular UPC socket to Sunrise DSL (specifically mentioned that at any electronics store you can ask for such an adaptor from UPC to Sunrise). And, Sunrise will bear the costs.

May 1st is a public holiday in Zurich, so I went to Zug, Ebikon and Aargau in search of such an adaptor. Visited Sunrise shop, Interdiscount XXL, Fust, MElectronics, Media Markt. But - no one has such an adaptor.

Called Sunrise again (1428 hrs) and this time customer care executive was NOT in a good mood and spoke very badly. She even told me that my broadband connection is set to be active on 7th May (pl note that the contract's start date is 1st May and on 30th Apr I recd an email stating that the connection is ready to use.). I was already upset due to this episode of running around to get connected and this lady was speaking harshly and rudely made me so upset that I decided to complaint about the behaviour. She was not willing to help rather trying to assure that she will order an adaptor which will reach me on 3rd of May and then I have to wait till 7th May to get connected. I even told her that this broadband is a basic necessity at house and cannot live for these many days disconnected from the world. But, did not get the help which I could have got.

Visited Sunrise shop at Zugerland, asking for the adaptor but they did not have it. The dealing person at the least shown some courtesy and concern over my problem. Did not help with my broadband issue but helped me feel better.

Called Sunrise again at 1532 hrs, this time the (Anna) representative offered an interim solution - by allowing me to collect the USB Stick for Internet connection from Sunrise Shop. Appreciate her effort that within 10 minutes of explaining my problem - I got the stick in my hand.

After running around for the whole day, with some hope - reached home and tried connecting using stick.

Disappointed to notice that I was unable to connect.

Called customer care again at 1941 hrs, spoke to Robert this time - and, after checking with me and at the backend regarding the SIM in the stick - I was informed that Sunrise shop at Zugerland issued me USED SIM/Stick. Nothing can be done and I have to wait for an adaptor to arrive.

May 2nd, 1500 hrs - got the adaptor delivered. After coming home from office, found that the adaptor is not the one I was told that I will get (from UPC's round socket to Sunrise's DSL socket).

Called customer care again 1849 hrs, spoke to Mario this time - told him the story that has been going on with me since yesterday and I am told that he understand what I mean and he would have to check if they have such adaptor in store.

Meanwhile, I found one telephone point/wall socket and tried to connect DSL wire to modem from this socket. Does not work. After checking with 2nd  level support Mario told me that he will make a case and arrange for a technician to visit and check the problem.

Technician from Sunrise, visited on 4th May - he checked and found that the connection from outside into the home sockets was disconnected. For a short while, internet worked and luckily while technician was around - internet stopped working again. He checked and concluded that cabling has a problem and he will enter a ticket for cablex to correct it. I was told that he cannot control when cablex comes and correct it.

Technician visited from Cablex on 7th or 8th May - did not speak English, whereas when customer care from Cablex called - we interacted in English. Is this not obvious that they should send someone who can understand me and my complaint. It was very difficult to interact with the technician. He came late, after calling cablex. And, then he displayed indifferent attitude when I asked if you can speak/understand English. Reaction was not very friendly and we even entered a small argument. Before this argument, he was about to leave sayign taht there is no problem and i can see internet is working. Then I told him that technician from Sunrise asked cablex to visit and change the cabling..to this, I was told he does not see this in his system. full chaos!

Never had problems of this scale since last 10 years of my stay in Switzerland. With this kind of service - how Sunrise gets best provider awards, I wonder!

Asking for the proper compensation for the time-waste (whole day went in searching for an adaptor), pain and embarrassment caused to the whole family due to disconnection.

• Entschuldigung
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