---
title: "Sunrise slow internet in Switzerland: tests, evidence and complaints · Kilobat Guides"
url: "https://kilobat.app/guides/sunrise-connect-box-slow-internet-complaint"
description: "Sunrise internet slow or dropping out in Switzerland? Check equipment, compare tests, keep evidence and follow the complaint route."
---

# 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](https://kilobat.app/routers/sunrise-connect-box).

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](https://www.sunrise.ch/en/support/internet/connect-box-4-fiber/settings) 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](https://ombudscom.ch/fr/contacts/demande-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](https://kilobat.app/internet-complaint) 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

- [Sunrise Support: Connect Box 4 Fiber, modem settings](https://www.sunrise.ch/en/support/internet/connect-box-4-fiber/settings)
- [Sunrise Support: Connect Box 4 Fiber, touchscreen](https://www.sunrise.ch/en/support/internet/connect-box-4-fiber/touch-display)
- [Sunrise Support: Connect Box 4 Fiber, WiFi name and password](https://www.sunrise.ch/en/support/internet/connect-box-4-fiber/wi-fi-name-and-password)
- [Sunrise Support: Connect Box 4 Fiber, Internet or WiFi not working](https://www.sunrise.ch/en/support/internet/connect-box-4-fiber/internet-or-wifi-not-working)
- [Sunrise Support: Connect Box 4 Fiber, optimising WiFi](https://www.sunrise.ch/en/support/internet/connect-box-4-fiber/optimize-wi-fi-signal)
- [Sunrise Support: Connect Box 3, settings](https://www.sunrise.ch/en/support/internet/connect-box-3/settings)
- [Sunrise Support: Connect Box 3, WiFi name and password](https://www.sunrise.ch/en/support/internet/connect-box-3/wi-fi-name-and-password)
- [Sunrise Support: Connect App, network overview and device profiles](https://www.sunrise.ch/en/support/internet/connect-app/network-overview-and-profiles)
- [Sunrise Support: Connect App, WiFi name and password](https://www.sunrise.ch/en/support/internet/connect-app/wifi-name-and-password)
- [Sunrise Support: Connect App, Home Scan](https://www.sunrise.ch/en/support/internet/connect-app/home-scan)
- [Sunrise Support: Connect Pods](https://www.sunrise.ch/en/support/internet/connect-pods/installation)
- [Swiss telecom conciliation](https://ombudscom.ch/fr/contacts/demande-conciliation)

Checked on 3 November 2026.

## Related guides

- [Internet slower than advertised? Test it before you complain](https://kilobat.app/guides/internet-slower-than-advertised): A low speed test is a starting point.
- [Wi-Fi slow but Ethernet fast? Find the wireless bottleneck](https://kilobat.app/guides/wifi-slow-ethernet-fast): If the same device is consistently faster on Ethernet, investigate the wireless path first.
- [Slow internet complaint letter: a template with the evidence to attach](https://kilobat.app/guides/broadband-complaint-letter): A useful complaint says what happened, how you tested it and what you want the provider to do next.