Hello everyone,
I have recently moved in a new apartment and I made a big mistake. I subscribed to Sunrise because one of their deal was on sale. According to their website it was compatible for my place. Unfortunately it isn’t.
I have a hard time with their customer service. I have trouble getting them on the phone and when I do, it’s uneasy because I don’t speak German (I know, this one’s also on me).
What kind of router can I use in my flat, with the socket I have ? My Sunrise Connect Box 3 cannot do the job…
Have a nice day everyone !
https://i.redd.it/lxzrobw98eld1.jpeg
Posted by Turbulent_Record_459
13 Comments
Do you have any specific questions?
Have you tried using that network socket on the right? You might have an electrical closet somewhere where this plug leads to?
Kudos to Sunrise marketing, they seem to be very efficient! I’d advise to calm down on the impulse buying, you’ll end up with a lot of subscriptions and leases you don’t need :]
that’s not where the sunrise box goes. see the setup guide here with pictures of the socket that you need to find: https://www.sunrise.ch/en/support/internet/connect-box-3/installation
i can not see your problem here except for this:
if you connect the “Ethernetkabel” to your sunrise box and it doesn’t work, you have 2 solutions. Either you are using the wrong cable, cause the Ethernet is a small cable, don’t confuse it with a Patchkabel.
second, if your apartment isn’t internaly connected to the right source, there’s also no internet. Not sure if this also is for the newer apartments. but in my first apartment i had to connect the right source to my apartment, which made a friend at this time. Either an electrician oder a sunrise technican could help you here.
Usually they flag the building you live in with the highest quality service that is confirmed to be active at a specific address. Unfortunately not every apartment in a building is the same.
Tell them they have to provide the old Sunrise Internet Box because you have a RJ15 connector, and the coaxial cable is not an option.
that is a LAN Port (only used for wired internet inside the flat) and RJ45 connector. You would plugin your tv or computer at that port not the box. There has to be a OTO Box somehwere where you could plugin your router, since the sockets on the picture look very new and I don’t think you flat is to old.
Do you know when the building was built or renovated?
Check in the closets and wardrobes. There is a connector somewhere.That apartment looks brand new. 🤣
I have an ongoing subscription with Sunrise and yeah they provide support in the 3 major languages of the Confederation. But probably many of them speak English just the same, you can test your luck on the phone.
Having said that, if your home does not have the socket for either ADSL or optic fiber (the so called OTO socket) Sunrise can send someone to install the required hardware to your place cost free.
So, you contact them about your subscription and open an incident reporting that your house is not ready for internet connection. In a few days some technicians will show up and hopefully solve the issue.
Break a leg!
the easiest will probably be to call them and ask if someone can assist you. no need to be ashamed, I’m a software engineer and also called them for help because I was going nuts.
turned out they activated the wrong port number and there was no way for it to work..
Just a little hint: Sunrise offers support in German, French, Italian and English…
Get a german speaking friend to call Sunrise and they’ll figure out the problem / what needs to be done next
Which subscription did you get, fiber? In some cases you have fiber available at your place but there is no oto socket yet. Providers take care of that cost free. Did you give them an oto id during registration process?
Looking at the picture, this RJ45 is part of the inhouse cabling. Most probably the other end of this link is located within the delimiter point. You need to identify and locate that said delimiter point of your service provider (which isn’t necessarily Sunrise). Hot candidates are:
– The fuse box in your flat
– A common electrical board in the cellar/underground area
Best is to inquire with your landlord where it is located (ask for “Telefonieanschlusspunkt”).
Once found:
– Either yourself or an electrician shall patch through your access to this very RJ-45 in your flat. Once done, your Sunrise modem will work.
– Or setup the modem at the Anschlusspunkt and patch one ethernet connector of the modem. Thus, the port on the picture will become functional for your PC