Cancellation and number transfer

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  • - Due to technical difficulties our chat is currently not available. Please contact us by phone at the number below.
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  • - Please note that we cannot accept written cancellations.

You'd like to cancel your subscription and transfer your phone number to another provider? You can use our hotline to cancel your service and set your transfer date. More information.

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Mon. – Fri. 8 a.m. - 7 p.m.
Saturday 9 a.m. - 5 p.m.

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Mon. – Fri. 8 a.m. - 7 p.m.

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  • Easy cancellation via the hotline or chat

    We are simplifying and expediting the cancellation process. Starting May 28, 2018, all Sunrise subscriptions must be canceled over the phone or via Sunrise Chat. As of this date, cancellations sent in writing via mail, fax, or e-mail will no longer be valid and will not be processed. This applies to all Sunrise mobile, Internet, landline, and TV subscriptions. Clause 16 (1) of the general terms and conditions will be revised accordingly.

    Our customers will have access to a dedicated free cancellation hotline for cancellations. They can likewise communicate with our cancellation department about cancellations via the chat function on our website.

    Cancellation over the phone

    • from Switzerland: 0800 100 600 (free)
    • from abroad: +41 800 100 600

    Mon-Fri, 8:00 a.m. to 7:00 p.m.

    Cancellation via chat

    Mon-Fri, 8:00 a.m. to 7:00 p.m.

    Cancellation confirmation
    During or shortly after a phone call or chat, the customer will receive immediate cancellation confirmation via SMS. For the customer, this proof has the same evidentiary value as a registered letter sent by mail. In addition, the customer will usually receive another cancellation confirmation by e-mail within 24 hours. A customer who does not have a validated e-mail address will receive the cancellation confirmation by mail. Upon request, any customer can receive a cancellation confirmation by mail.

    Not affected by the change

    • The process for switching providers and porting the phone number has not changed. If your cancellation involves phone number porting, your new provider will send an electronic porting request to Sunrise; this will cancel your subscription at the same time. There is nothing else you need to do.
    • Other cancellation conditions, such as minimum contract duration, the required notice periods, or the fees incurred with early cancellation, remain unchanged.
    • Options for any of the subscriptions can still be canceled as usual, for example, on our website using the My Sunrise customer account, in any Sunrise shop, or via the Sunrise Contact Center (0800 707 707).
    • Device plans can still be canceled as usual in any Sunrise shop (only with renewal of your device plan) or via the Sunrise Contact Center (0800 707 707).

    Reasons for this change

    In addition to speeding up the process and offering cost savings, direct communication between the customer and the Sunrise agent over the phone or via chat helps avoid the increasingly frequent misunderstandings and errors seen with written cancellations. This allows Sunrise agents to i) avoid mistakes caused because the product to be canceled is inadequately specified, ii) authenticate the customer directly over the phone or via chat to prevent abuse, iii) give customers the correct date of cancellation and porting, iv) give customers accurate information about the porting process in order to prevent the loss of their phone number, v) inform customers of any costs associated with early cancellation, and vi) inform customers of any dependencies between the canceled products and other current services purchased from Sunrise (for example: combination discounts, etc.). Customers do not have to send in written cancellation, and can avoid the trip to the post office and the costs of stamps and registration. This improvement is ultimately another step toward digitalization. Four times as many customers are already canceling over the phone or by chat as are using traditional mail.

    FAQ - Frequently asked questions

    • The requirement to cancel over the phone or by chat applies to all Sunrise mobile subscriptions (Sunrise Freedom/Sunrise Young and older mobile subscriptions), all Sunrise Internet and TV subscriptions (Sunrise Home and older subscriptions) as well as older landline phone subscriptions (Call, Call+).
    • A cancellation is regarded as having been received by Sunrise when it is communicated orally and accepted by the agent. You will receive an immediate SMS confirming cancellation during your phone conversation or chat with the agent, or shortly afterwards. This proof has the same value as a registered letter. When you cancel via chat, you can have the chat history sent directly to you from the website by e-mail. No matter how you cancel, you will usually receive another cancellation confirmation by e-mail within 24 hours. If you have not registered a validated e-mail address with us, we will send your confirmation by mail. Upon request, we will always send you a written confirmation by mail.
    • The cancellation process remains the same when you switch providers and port your phone number; this means that your new provider will send an electronic porting request to Sunrise on your behalf, which also serves to cancel your subscription at Sunrise. In this case, there is nothing else you need to do.
    • Options for any of the subscriptions can still be canceled as usual, for example, on our website using the My Sunrise customer account, in any Sunrise shop , or via the Sunrise Call Center (0800 707 707). Certain options may also be canceled via SMS.
    • A subscription switch within a subscription family (for example, from Freedom swiss start to Freedom swiss call/Home TV comfort to Home TV start) and between subscription families (for example from Sunrise Now to Sunrise Freedom) is not a cancellation and can be performed via My Sunrise , via the Sunrise Contact Center (0800 707 707), or in any Sunrise shop .
    • No, your mobile, Internet, landline and TV subscriptions cannot be canceled in the Sunrise shops , unlike the options related to these services.
    • Cancellations in writing are basically invalid and do not cancel the contract. When Sunrise receives cancellation in writing, it will attempt to contact the customer via an appropriate channel (phone, SMS, e-mail or letter) in order to authenticate it, and then will process the cancellation over the phone. This is without guarantee. In any case, it is the customer's responsibility to make sure that the cancellation has been validly submitted. Sunrise does not guarantee cancellation if the customer cannot be reached.
    • Of course we would like to know why you decided to cancel, but obviously you are not required to justify the cancellation.
  • Starting on May 28, 2018, the cancellation process will be changed for customers who want to cancel their mobile subscription, but still have a device plan where not all the installments have been paid off.

    In the past, when a mobile subscription was canceled, the device plan was automatically canceled as well when not all the installments of the device plan had been paid at the time of cancellation of the mobile subscription. This could result in the customer having to make an unexpectedly large final payment. To avoid this in the future, the following change will be introduced on March 28, 2018:

    Now a device plan with outstanding installments will only be canceled early, i.e. at the same time as the mobile subscription, if the customer expressly requests this. This means:

    • If the customer cancels the mobile subscription and the device plan at the same time, the mobile subscription and device plan will both end after the expiration of the 60-day notice period of the mobile subscription. Any unpaid installments of the device plan are due immediately and must be paid all at once. If several device plans are associated with the mobile subscription, the customer must cancel all device plans with unpaid installments at the same time as the mobile subscription.

    • If the customer only cancels the mobile subscription and not all installments of the device plan have been paid by the cancellation date of the mobile subscription, then the cancellation date of the mobile subscription will be postponed to the end date of the device plan (that is, 24 months after the device was received). If several device plans are associated with the mobile subscription, then the cancellation date of the mobile subscription will be postponed to the end date of the most recent device plan (that is, 24 months after the device was received).

    This change only applies to a proper cancellation. When a subscription is canceled before the end of the minimum contract duration or notice period, or in other cases of early cancellation, the device plan will be canceled along with the mobile subscription, irrespective of whether any installments are still outstanding.

    Important: Please note that the cancellation formalities for Sunrise mobile subscriptions will change on May 28, 2018. From this date, all mobile subscriptions can basically only be canceled over the phone or via Sunrise Chat. Cancellations in writing that are sent by mail or e-mail will no longer be processed. For further information about this change see: www.sunrise.ch/cancellation .

    Cancellation over the phone

    • from Switzerland: 0800 100 600 (free)
    • from abroad: +41 800 100 600

    Mon-Fri, 8:00 a.m. to 7:00 p.m.

    Cancellation via chat

    Mon-Fri, 8:00 a.m. to 7:00 p.m.

    FAQ - Frequently asked questions

    • You can cancel your mobile subscription at any time for free if you adhere to the notice period. If, at the end of the notice period of the mobile subscription, installments of a device plan are still outstanding, the device plan must also be canceled, otherwise the end date of the mobile subscription will automatically also become the end date of the mobile subscription. If several device plans exist, the end date of the newest one applies.

      Example: Your mobile subscription ends on 01/01/2018 and your device plan ends on 05/01/2018. If you do not cancel your device plan, then your mobile subscription will also end on 05/01/2018. If several device plans exist, the end date of the newest one applies.

    • In order to avoid misunderstandings during the cancellation process, mobile subscriptions can only be canceled by phone or via Sunrise Chat in direct contact with a Sunrise agent. This way, the agent will inform you of when your device plan ends and when the mobile subscription cancellation goes into effect. You have the option to change the cancellation date of your mobile subscription in advance. In this case, the mobile subscription and the device plan will end on the date you request. Installments of a device plan that are still outstanding by this date are due immediately and must be paid all at once. You will receive a cancellation confirmation containing information about when the mobile subscription ends or the phone number will be ported.
    • After your new provider has canceled your Sunrise mobile subscription on your behalf, you will receive cancellation confirmation from us via SMS informing you when the mobile subscription will end or the phone number will be ported. If not all installments of the device plan have been paid by the cancellation date, then the cancellation date of the mobile subscription, and thus also the porting date, will be postponed to the end date of the device plan (i.e. 24 months after receipt of the device). To have a phone number ported at the end of the mobile subscription, the device plan must be canceled before the request for porting is submitted. If you request to have your number transferred before the end date of the contract duration (that is, before the 60-day notice period), the number will be transferred on the date you select. You must pay all the unpaid installments with your final bill. Please note that you will be charged fees for canceling without adhering to the notice period.
    • When you cancel your mobile subscription immediately or before the expiration of your minimum contract duration (if applicable), then your device plan will automatically be canceled on the same end date as your mobile subscription. In this case, the cancellation date is not postponed to the end date of the device plan. Please note that early cancellation of a mobile subscription will incur costs and you must pay the recurring basic monthly charges of your mobile subscription until the end of the minimum contract duration or to the end of the normal 60-day notice period, as well as any unpaid installments on the device plan.
  • Contact and formalities for cancellations
    Cancellations of mobile subscriptions must either be made over the phone or via Sunrise Chat.

    Cancellation over the phone

    • from Switzerland: 0800 100 600 (free)
    • from abroad: +41 800 100 600

    Mon-Fri, 8:00 a.m. to 7:00 p.m.

    Cancellation via chat

    Mon-Fri, 8:00 a.m. to 7:00 p.m.

    Important: All Sunrise subscriptions must either be canceled over the phone or via Sunrise Chat. Cancellations in writing via mail, fax, or e-mail are not valid and will no longer be processed. This applies to all Sunrise mobile, Internet, landline and TV subscriptions. The process for switching providers and phone number porting remains the same. If your cancellation involves phone number porting, your new provider will send an electronic porting request to Sunrise; this will cancel your subscription at the same time. There is nothing else you need to do.

    Cancellation confirmation
    During or shortly after the phone call or chat, the customer will receive immediate cancellation confirmation via SMS. In addition, the customer will usually receive another cancellation confirmation by e-mail within 24 hours. A customer who does not have a validated e-mail address will receive the cancellation confirmation by mail. Upon request, any customer can receive a cancellation confirmation by mail.

    Contract duration and notice periods

    Cancellation of Freedom subscriptions without minimum contract duration
    Contracts without a minimum contract duration are concluded for an indefinite period and can be terminated at any time with a 60-day notice period.

    Cancellation of Freedom subscriptions with minimum contract duration
    Certain Freedom and Mobile Unlimited offers may have a minimum contract duration. The terms and conditions of the offer apply. The mobile subscription therefore can be canceled with 60 days notice before the end of the minimum contract duration. Once the minimum contract duration ends, the contract may be canceled at any time with a 60-day notice period.

    Cancellation of Freedom subscriptions with device plan
    The cancellation of a mobile subscription will take effect once all outstanding installments of the device plan connected with the mobile subscription have been paid or the device plan is canceled together with the mobile subscription.

    • If the customer cancels the mobile subscription and the device plan at the same time, then the mobile subscription and device plan will both end after the 60-day notice period expires. Any unpaid installments on the device plan at this time are due immediately and must be paid off all at once. If several device plans are associated with the mobile subscription, then all the device plans with unpaid installments must be canceled with the mobile subscription.
    • If the customer only cancels the mobile subscription and not all installments of the device plan have been paid by the cancellation date, then the cancellation date of the mobile subscription will be postponed to the end date of the device plan (that is, 24 months after the device was received). If several device plans are associated with the mobile subscription, then the cancellation date of the mobile subscription will be postponed to the end date of the most recent device plan.

    Cancellation of device plans
    The device plan is a payment agreement with a usual duration of 24 months. After the contract duration ends, the device plan is automatically canceled. Device plans can still be canceled in any Sunrise shop or via the Sunrise Contact Center (0800 707 707) before the expiration of the contract duration.
    If a device plan us canceled before all the installments have been paid, any outstanding installments will be due immediately and must be paid off all at once.

    Cancellation of other mobile subscriptions
    The minimum contract duration of 12 or 24 months depends on the individual contract. It can be canceled with a two-month notice period at end of the minimum contract duration. Once the minimum contract duration ends, the contract may be canceled at any time with a two-month notice period.

    General
    In addition, paragraph 16 GTC (proper cancellation), paragraph 17 GTC (cancellation for an important reason) and paragraph 18 GTC (early cancellation, cost consequences) will apply. See also www.sunrise.ch/gtc. Cancellation fees will apply if the cancellation does not comply with the notice period. You can also find your personal contract terms and conditions in My Sunrise.

  • You'd like to transfer your phone number to another provider?

    We recommend that you take the following steps:

    Step 1: Contact our hotline to cancel your subscription and set your transfer date.

    Step 2: Contact your new provider to initiate the phone number transfer process. Please note that for technical reasons, the transfer process must be initiated at least seven days before the selected transfer date.

    Taking these steps will avoid additional costs and delays that may result from selecting a transfer date that is not in conformance with your contract.

    • You have a current device plan and would like to transfer your phone number to another provider?

      We recommend that you take the following steps:

      Step 1: Contact our hotline to pay all of the remaining installments for your device plan, cancel your subscription, and set your transfer date.

      Step 2: Contact your new provider to initiate the phone number transfer process. Please note that for technical reasons, the transfer process must be initiated at least seven days before the selected transfer date.

      By doing this, you will avoid a situation in which your phone number cannot be transferred until your device plan expires.

    • A prepaid connection can be canceled at any time and the phone number can be ported to a Sunrise Freedom subscription. The precondition for this is that the prepaid connection has been in operation for at least one month and that the balance on the prepaid account does not exceed CHF 500. The remaining prepaid balance can be transferred to the Freedom payment account upon request. The transfer can most easily be requested in My Sunrise or by phone at 0800 100 600 (Mon-Fri, 8:00 a.m. to 7:00 p.m.).
    • The change of a Sunrise mobile subscription phone number to a Sunrise Prepaid phone number initially requires cancellation of the mobile subscription. The phone number can be converted to a Sunrise prepaid subscription rate by phone at 0800 100 600 (Mon-Fri, 8:00 a.m. to 7:00 p.m.). Please note that a fee will be charged for transferring the number.
  • Cancellation before the minimum contract duration has expired
    Any customer who cancels before the end of the minimum contract duration must pay the associated charges. The agreed lump-sum compensation charge will be due regardless of the reason for cancellation. If no lump-sum compensation charge has been agreed, the customer must pay the total recurring monthly basic charges for the period remaining until the end of the minimum contract duration. These charges are due immediately. Subject to differing rules in the special conditions for the corresponding services and cancellation by the customer for very important reasons.

    The customer must also pay the compensation when Sunrise cancels the contractual relationship for an important reason for which the customer is responsible. Sunrise can also require suitable compensation when switching a service to a service with a lower basic fee."

    Cancellation without adherence to the cancellation notice period
    After expiration of the minimum contract duration and for contracts without a minimum duration, the customer may cancel their contract without adhering to the regular notice period by paying the basic monthly fees up to the end of the regular cancellation date plus CHF 100.00.

    General
    Certain promotions in a bundled offer can be subject to the condition that a minimum purchase must be made of the bundled subscriptions for a specific time period. Unbundling these subscriptions will result in a prepayment penalty. The relevant conditions at sunrise.ch shall apply.

  • Contact and formalities for cancellations
    Cancellations of Internet and TV subscriptions must either be made over the phone or via Sunrise Chat. Cancellation of a landline phone subscription or migration of Phone comfort to Phone start can also be performed via My Sunrise.

    Cancellation over the phone

    • from Switzerland: 0800 100 600 (free)
    • from abroad: +41 800 100 600

    Mon-Fri, 8:00 a.m. to 7:00 p.m.

    Cancellation via chat

    Mon-Fri, 8:00 a.m. to 7:00 p.m.

    Important: All Sunrise subscriptions must either be canceled over the phone or via Sunrise Chat. Cancellations in writing via mail, fax, or e-mail are not valid and will no longer be processed. This applies to all Sunrise mobile, Internet, landline and TV subscriptions. The process for switching providers and phone number porting remains the same. If your cancellation involves phone number porting, your new provider will send an electronic porting request to Sunrise; this will cancel your subscription at the same time. There is nothing else you need to do.

    Cancellation confirmation
    During or shortly after the phone call or chat, the customer will receive immediate cancellation confirmation via SMS. In addition, the customer will usually receive another cancellation confirmation by e-mail within 24 hours. A customer who does not have a validated e-mail address will receive the cancellation confirmation by mail. Upon request, any customer can receive a cancellation confirmation by mail.

    Contract duration and notice periods

    Landline subscription
    Sunrise Home, MT Home subscriptions: Services in the "landline network" product group with basic fee do not have a minimum contract duration and can be switched to the landline network service at any time without a basic fee.

    Older landline subscriptions can be canceled at any time with a two-month notice period.

    Internet and TV subscription
    Sunrise Home, MT Home subscriptions: Services in the "Internet" and "TV" product groups each have a separate minimum contract duration of 12 months. They can each be canceled with a two-month notice period before the end of the minimum contract duration. If there is no cancellation at the end of the minimum contract duration, then the service concerned will be automatically renewed for an indefinite period, during which the service can be canceled at any time with a two-month notice period. When the customer cancels the basic "Internet" offer, this automatically cancels the landline network and TV services, including their options. If the customer cancels the services in the "Internet" and "TV" product groups before the end of the minimum contract duration, then the customer must pay the monthly recurring basic fees for each prematurely canceled service through the end of the minimum contract duration. They are due immediately.

    Older landline subscriptions can be canceled at any time with a two-month notice period.

    Sunrise network connection
    A customer's cancellation of the network connection automatically causes the services obtained from Sunrise to be canceled.

    Return of loaner devices
    The Sunrise modem and the Sunrise TV Box are loaned to you for the duration of your use of the products. However, the devices remain the property of Sunrise and must be returned in the event of a cancellation or hardware replacement.

    General
    In addition, paragraph 16 GTC (proper cancellation), paragraph 17 GTC (cancellation for an important reason) and paragraph 18 GTC (early cancellation, cost consequences) will apply. See also www.sunrise.ch/gtc. Cancellation fees will apply if the cancellation does not comply with the notice period. You can also find your personal contract terms and conditions in My Sunrise.

  • Contact and formalities for cancellations
    Options can be canceled over the following channels:

    • Online My Sunrise customer account
    • Hotline: 0800 707 505
    • Sunrise shops
    • By texting the destination number for each option Destination numbers can be found in the descriptions of services or factsheets.

    Roaming options can also be booked and canceled via the Sunrise Cockpit (free access worldwide). The local rate applies to calls to the hotline and SMS messages.

    Contract duration and notice periods

    Options in general
    Unless otherwise specified in the overview of rates, the description of services, or the GTC, a one-month minimum contract duration generally applies to all options. Once the minimum contract duration has expired, the options can be canceled at any time. For the cancellation of content services or other offers that the customer has obtained directly from a third party (Teleclub, Canal+, Netflix, Sky Sport etc.), the minimum contract duration, cancellation requirements and GTC of the third party must be adhered to.

    Extra-SIM options (Freedom share data, Extra-SIM watch)
    Extra-SIM options, such as Freedom data share or Extra-SIM Watch, can be used with or without a Freedom mobile subscription and can be associated with another Freedom mobile subscription at any time. The standard rates for data usage will be applied to data usage without a Freedom subscription. Freedom share data must be canceled separately.

    General
    The cancellation of a service also covers all the options associated with the canceled service. The cancellation of an option does not affect the underlying service. If, however, a service that is linked to an option is canceled and the minimum contract duration has not yet been reached, the customer owes the fees for the option through the end of the minimum contract duration. They are due immediately.

  • Prepaid cancellation
    A prepaid number generally does not need to be actively canceled because the connection is automatically deactivated if it is not used for 18 months. A connection can be canceled at any time, whereby the phone number will immediately become invalid. Please note that in this case any remaining prepaid balance will not be reimbursed. Cancellations can be performed via the Sunrise Contact Center (0800 707 707).

    Switch from prepaid to a Sunrise mobile subscription
    A prepaid number that has been used for at least three months and has a balance of less than CHF 500.00 can be converted to a Sunrise mobile subscription at any time. The phone number stays the same. Your remaining prepaid balance will be transferred to your new Sunrise mobile subscription. If your prepaid balance is above CHF 500.00, you cannot switch to a Sunrise mobile subscription.
    The change can most easily be requested in My Sunrise or by phone at 0800 100 600 (Mon-Fri, 8:00 a.m. to 7:00 p.m.).

    Switching a prepaid plan to another provider (phone number porting)
    A prepaid number can be ported to another carrier at any time. In this case, the prepaid plan will be canceled automatically. The remaining prepaid balance can continue to be used until the number is ported; after that it expires.

    Deactivation by Sunrise due to non-use
    If a prepaid mobile connection is not used for 12 months, Sunrise reserves the right to suspend the mobile connection with no advance notice. If the number is not reactivated in My Sunrise after a further six months, Sunrise reserves the right to cancel the prepaid plan, which means the phone number will become invalid. Remaining prepaid balances can be reimbursed, but a processing fee will be charged for each prepaid number.

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