How is the customer service of Sunrise?
Customers overwhelmingly report poor experiences with Sunrise’s customer service, with 150 negative mentions compared to just 19 positive ones across 177 total references. The sentiment has remained consistently low over time, with average ratings hovering below 2 stars for most of 2025 and 2026, dropping to a low of 1 star in January and February 2026. While a few customers praise individual interactions or specific support staff, these positive notes are rare and often isolated. The overall trend shows little improvement, with only a slight uptick in ratings in July 2026, but still far from satisfactory. Most complaints center on unresponsive support, unresolved issues, and technical failures that are not addressed promptly or effectively.
What customers praise
A small number of customers highlight positive experiences with individual support agents or specific services. One reviewer appreciated a helpful representative who resolved their issue effectively and expressed gratitude directly. Another praised the TV service, noting the quality of channels and features. A few users also mentioned consistent communication and reliable billing processes. These positive remarks are rare and often tied to specific interactions rather than systemic improvements.
What customers said:
- „Thank you Mr. Sveshta. Keep up the good work.“
- „I am very satisfied with the service from TV Sunrise.“
„I am very satisfied with the service from TV Sunrise.“
Original„Ich bin mit dem Service von TV Sunrise sehr zufrieden.“
- „I still have a good relationship with SUNRISE.“
„I still have a good relationship with SUNRISE.“
Original„J’ai toujours de bonnes relations avec SUNRISE“
Common complaints
Customers frequently report that support is unresponsive, with emails and calls going unanswered. Many describe delays in resolving issues like missing deliveries, unfulfilled referral bonuses, or incorrect billing. Technical problems with the app and router are common, including login failures, crashes, slow performance, and inability to connect devices. Some users also mention that promised service changes were not honored, and that the app requires constant background operation, draining battery and storage. These issues are consistently cited across multiple reviews.
What customers said:
- „my connection is unknown and slow“
„my connection is unknown and slow“
Original„meine Verbindung ist unbekannt und langsam“
- „Only one family member has access“
„Only one family member has access“
Original„Es hat nur ein Familienmitglied Zugriff“
- „The service is really very poor.“
„The service is really very poor.“
Original„Der Service ist wirklich sehr schlecht.“
How it has changed over time
Customer service ratings have remained low throughout 2025 and 2026, with no sustained improvement. The lowest scores occurred in January and February 2026, both at 1 star, followed by a brief rise to 2.6 stars in July 2026, which may reflect a temporary spike in positive feedback but not a broader trend. The overall pattern shows persistent dissatisfaction, with no clear sign of systemic change. Even in months with slightly higher ratings, the majority of reviews remain negative, indicating that improvements, if any, are minimal and not widely experienced.
What customers said:
- „The other users cannot check anything“
„The other users cannot check anything“
Original„die anderen Nutzer können nichts überprüfen“
- „For this level of customer service, you really only deserve one star“
„For this level of customer service, you really only deserve one star“
Original„Für diesen Kundenservice haben Sie eigentlich nur einen Stern verdient“
- „Sunrise does not honor negotiated terms.“
„Sunrise does not honor negotiated terms.“
Original„Verhandelte Konditionen werden von Sunrise nicht eingehalten.“
Practical takeaways
If you encounter issues with Sunrise, expect delays in getting a response, especially for billing or delivery problems. The app and router are frequently cited as unreliable, so technical issues may not be resolved quickly. While some users report good experiences with individual staff, these are not consistent. Customers should prepare for potential frustration and consider documenting all communications. For those relying on stable service, the current state of customer support may not meet expectations.
What customers said:
- „Login has not been possible for days“
„Login has not been possible for days“
Original„Login seit Tagen nicht mehr möglich“
- „The app is 3x better, simpler, easier to understand, faster, and everything else“
„The app is 3x better, simpler, easier to understand, faster, and everything else“
Original„die app ist 3 x besser einfacher verständlicher schneller und was sonst noch alles“
- „I have still not received any of the promised referral bonuses.“
Over time
Data as table
| Month | Avg. rating | Count |
|---|---|---|
| 2025-09 | 1.56 | 9 |
| 2025-10 | 2.08 | 12 |
| 2025-11 | 1.50 | 4 |
| 2025-12 | 2.25 | 4 |
| 2026-01 | 1.20 | 5 |
| 2026-02 | 1.00 | 3 |
| 2026-03 | 2.00 | 4 |
| 2026-04 | 1.73 | 11 |
| 2026-05 | 1.00 | 10 |
| 2026-06 | 1.86 | 7 |
| 2026-07 | 2.60 | 15 |
| 2026-08 | 2.00 | 8 |
Sentiment over time
Data as table
| Month | Positive | Neutral | Negative | Count |
|---|---|---|---|---|
| 2025-09 | 0% | 0% | 100% | 9 |
| 2025-10 | 17% | 0% | 83% | 12 |
| 2025-11 | 0% | 25% | 75% | 4 |
| 2025-12 | 25% | 0% | 75% | 4 |
| 2026-01 | 0% | 0% | 100% | 5 |
| 2026-02 | 0% | 0% | 100% | 3 |
| 2026-03 | 25% | 0% | 75% | 4 |
| 2026-04 | 18% | 9% | 73% | 11 |
| 2026-05 | 0% | 20% | 80% | 10 |
| 2026-06 | 0% | 0% | 100% | 7 |
| 2026-07 | 33% | 0% | 67% | 15 |
| 2026-08 | 38% | 0% | 63% | 8 |
Customer voices
Short excerpts - full reviews are available at the original source.
„Worst service ever!“
„Never experienced such miserable support.“
„Incompetence and costs, that's all you can expect.“
„One of the worst services in Switzerland.“
„Regarding customer service, billing, and responsibilities.“
„found the best solution“
„your service quality is beyond any level of professionalism“
„How often I can't log in“
What Reddit users discuss
Below are extracts from Reddit which discuss customer service in more detail - each linked to the original thread.
„Their support doesn't exist“
„Sunrise ist echt beschissen“
„1,2 Sterne auf Trustpilot“
Cite this page
Citatio (2026). Sunrise Customer service: customer reviews 2026. Retrieved 17 August 2026 from https://citatio.ai/sunrise-reviews/customer-service/
Data verifiable via our public audit log: Methodology · Transparency