I joined Sunrise in 2022 on a 24-month contract - decent deal, crossborder signal was patchy but fair for the price. After the contract ended I stayed on a while longer, then recently decided to switch providers. Called them, they tried the usual retention pitch, I politely declined. I clarified the cancellation & changing process, then gave 2 months’ notice as required by the contract. Done, I thought. Just sit back and wait. Yeah…nope! I took my time setting up my new account, not realising that “activating” the new account with the new service provider was actually triggering the number porting request. Cue an email from Sunrise: I’ve apparently cancelled with less than the required notice period. Penalty: CHF 144. 😦😡 Called customer service. The guy explained that the contract cancellation and the porting request are two separate processes, and both need to be submitted at the same time. Because I only did the cancellation back then, Sunrise is counting the porting notice from today . Hence the penalty. My argument: Sunrise never told me this. When I switched from Swisscom to Sunrise years ago, I didn’t have this problem. If Sunrise would had explained it (especially I did check with them), I obviously would have filed both requests together. It’s not about the rule existing, it’s about the fact that they never disclosed it and now they’re charging me for it. We went back and forth. The guy was actually decent. He offered a small courtesy credit, which was the most he could do. Fair play to him. But Sunrise? After a few years as a customer, this is how you treat people on the way out? CHF 144 penalty for something you never explained? No thanks. This is a hard no-return for me, and I won’t be recommending them to anyone. Product quality matters. But so does how you treat customers, especially when they’re leaving. That’s your last chance to leave a good impression. Sunrise blew it. Well, guess one always learn, I learnt about the difference between cancellation and porting requests today. So for those who want to change service provider and didn’t know about this, I hope you don’t have to pay the tuition fee like I did. submitted by /u/mysticmage85241
Originally posted by u/mysticmage85241 on r/Switzerland