Sunrise slow internet in Switzerland: tests, evidence and complaints

If your Sunrise connection is slow or unreliable, start with these equipment checks. Then document a repeatable result and ask for a specific investigation.

Applies to: Connect Box 4 Fiber and Connect Box 3 (menus as of 2026), with the Sunrise Connect App for iOS and Android. The Sunrise Internet Box, a different modem with its own Smart WiFi app, isn’t covered here.Checked: 3 November 2026

When this helps

  • You use Sunrise in Switzerland.
  • Your connection is slower than expected, drops out or performs badly at certain times.

Check your Connect Box

These checks apply to Connect Box. Check the model before following its menus.

  1. On a Connect Box 4 Fiber, tap the Tools icon and select Diagnostics. It checks the internet, the fibre or network link and Wi-Fi.

  2. If a warning icon shows, tap Tools and select the error message, such as No Signal or Internet connection interrupted.

  3. In the Connect App, tap the Connect Box icon on the device screen and choose Test modem speed.

  4. Check Sunrise’s current malfunctions page for known outages, or use technical support in My Sunrise.

Separate the service from your home Wi-Fi

For the exact settings and supported equipment, see the Connect Box guide.

Do not factory-reset the equipment as a first step. A reset can erase service settings and interrupt phone service.

  1. Compare a wired connection to the router with Wi-Fi on the same device.

  2. Repeat the same test server during the slowdown and at a quieter time.

  3. Record download, upload, latency and whether another household device was using the connection.

How to complain to Sunrise

Use Sunrise’s official support to report the fault. Request a formal complaint reference if it remains unresolved.

Include the plan wording, dates, test conditions, previous references and the specific outcome you want. Ask for a written response.

Check the complaints procedure in your Switzerland service contract before escalating. Use the national regulator’s consumer guidance for your service.

Your local escalation route

Try to resolve the dispute with the provider before requesting ombudscom conciliation. Check admissibility and the current processing fee.

Swiss telecom conciliation lists the conditions and application route.

Collect the evidence with Kilobat

On a Mac, Kilobat can record connection checks and produce a support report. Review the report and add your test conditions before sharing.

The basic report export is free. Kilobat Pro’s complaint wizard helps assemble your evidence, impact and requested resolution into a draft you review and send.

Measurements cover this Mac while monitoring ran. They cannot prove whole-home uptime, establish provider fault or replace a required official measurement procedure.

Sources

Checked on 3 November 2026.