Problems with Sunrise mobile network

Tip: You can check your mobile phone’s connection quality and resolve any issues in the «Live diagnosis and online troubleshooting» section of My Sunrise .

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  • Tip: You can check your mobile phone’s connection quality and resolve any issues in the «Live diagnosis and online troubleshooting» section of My Sunrise .

    Please take the following steps:

    1. First, restart your mobile phone by turning it off and on again.
    2. Check the network coverage in your area.
    3. Check for any service disruptions.
    4. Try using your SIM card in another device to verify that your device is not defective.
    5. If your device is defective, you can find repair information here.

    If the problems persist, please contact our Customer Service department.

  • Tip: You can check your mobile phone’s connection quality and resolve any issues in the «Live diagnosis and online troubleshooting» section of My Sunrise .

    Please take the following steps:

    In Switzerland

    1. First, restart your mobile phone by turning it off and on again.
    2. Check for any service disruptions.
    3. Check if data traffic has been deactivated on your mobile phone and if Internet access on your mobile phone has been set up correctly.
    4. Check if mobile Internet ist blocked in My Sunrise.

    Outside Switzerland

    1. First, restart your mobile phone by turning it off and on again.
    2. Check if mobile Internet ist blocked in My Sunrise.
    3. Check in the Sunrise Cockpit whether surfing without a data package is blocked.
    4. Check if data roaming has been deactivated on your mobile phone.
    Attention: For your protection, we automatically block all data connections abroad when charges reach the data roaming cost control limit. You can set or change your data roaming cost limit at any time in your Sunrise Cockpit . The standard limit is CHF 100.00.
    You can unblock it by texting UNBLOCK to 3310. This will make the amount of your limit, for example, CHF 100.00, available again.

    If the problems persist, please contact our Customer Service department.

  • Tip: You can check your mobile phone’s connection quality and resolve any issues in the «Live diagnosis and online troubleshooting» section of My Sunrise .

    Alternatively, please perform the following steps:

    1. Switch flight mode on and then off again on your mobile phone.
    2. Turn your mobile phone off and then on again.
    3. Check whether you are connected to Wi-Fi and if so, disconnect from the Wi-Fi so that mobile Internet is being used instead.
    4. Check that the latest software version is installed on your mobile phone.
    5. Check network coverage in the area you are in.
    6. Check for any current service disruptions.
    7. Try using your SIM in another device to make sure that your device is not defective.
    8. Download the Mobile Network app so that you can carry out speed tests. If the results of the speed test are too low (below 10 Mbit/s), report the problem directly via the Mobile Network app.

    Please note: There is no guaranteed minimum speed
    The actual Internet speed can be influenced by a number of environmental factors, such as type of terrain, network coverage, distance to antenna, antenna load, building construction etc. Sunrise therefore cannot guarantee a minimum Internet speed.

  • Tip: You can check your mobile phone’s connection quality and resolve any issues in the «Live diagnosis and online troubleshooting» section of My Sunrise .

    Please take the following steps:

    Not possible to make outgoing calls

    1. First, restart your mobile phone by turning it off and on again.
    2. Check for any service disruptions.
    3. Check the signal at your current location and whether you entered the phone number, country code and area code correctly.
    4. Check in My Sunrise whether you have paid all your outstanding bills.

    Not possible to receive calls

    1. First, restart your mobile phone by turning it off and on again.
    2. Check whether you accidentally activated Sleep Mode or blocked the caller's phone number on your mobile phone.
    3. Check the signal at your current location

    If the problems persist, please contact our Customer Service department.

  • Unfortunately, disruptions from maintenance works or unforeseen events cannot be entirely prevented. Our technicians do their best to ensure that any disruptions are cleared up as quickly as possible.

    You find information on current service notes and malfunctions here:

    Regional events in the mobile network
    Please open the map and enter your address or click directly into the map to check if there is a regional event in the mobile network, e.g. maintenance work on an antenna.

  • Interactive instructions for the most important functions for the most common mobile phones and tablets.

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