Changes to your Internet connection

Yes. This adjustment is necessary because the technical infrastructure at your location is being modernised. Your current Internet connection will no longer be supported in the future.

Switching to the new technology is necessary so that you can continue to have stable and powerful Internet connections.

Please note: this change is free of charge for you.

This depends on your connection and the associated technology:

• Some customers will receive a new modem.
  In this case, we'll send you the device in good time before the changeover.
  Please note: you'll receive the new device free of charge.

• Other customers can continue to use their existing modem.
  In this case, no replacement is necessary.

Regardless of which modem you use, it's very important that you plug the fibre-optic cable into the correct slot (port 1, 2, 3 or 4) of your fibre-optic socket.

We'll send you this information by email both in advance and again on the day of the changeover.

If we send you a new modem, this means that your old modem must be replaced as it does not support the new technology at your place of residence. Unfortunately, you can't keep your old modem. Please note: this change is free of charge for you.

If you’re able to continue using the same modem, your Connect Pods will work as before. If you get a new modem, you may also need new Connect Pods. Please note: this change is free of charge for you and we will inform you accordingly as part of the changeover process.

No. As your modem is being replaced, its settings will no longer work. You'll receive your new WLAN access data with the new modem.

If we replace your devices, we'll tell you about what you can do with your existing ones. You'll find out whether you can return your device to us or dispose of it in an environmentally friendly manner once you've received the new device.
Please note: this change is free of charge for you.

• How can I return my device?
  With the confirmation notice that tells you that you can return your device, you'll also receive a return label that you can use to return it.

• Please stick the label on your parcel
  Please ensure that the label is attached carefully and clearly visible at the bottom right of the largest parcel surface.

• Returning the device
  You can return the device in your parcel to one of the addresses listed here 1,200 Päckli-Punkt locations.

You'll find the instructions for installing your new modem here:

Installation instructions - Connect Box 3 Fiber

Yes, if you receive a new modem from us, please be sure to use the new cables supplied when installing it.

Installation instructions - Connect Box 3 Fiber

In rare cases, it may be necessary to connect the modem to a different slot on the fibre-optic socket. If this is necessary for you, we'll send you an email with detailed instructions. Nothing needs to be adjusted on the fibre-optic socket – only the fibre-optic cable needs to be plugged into the specified slot.

No, your presence is not necessary. The modem will be dispatched seven to ten days before the changeover.

The date is in the message you've received. The changeover will take place on this date between 08:00 – 18:00.

There may be a short interruption of around 30 to 60 minutes. We recommend that you connect via your mobile phone's hotspot during this time.

Yes, as Sunrise TV is transmitted via the Internet, there will also be an interruption. During this time, you can use the Sunrise TV App on your smartphone or watch Sunrise TV on your computer if your computer is connected to the Internet via your mobile phone's hotspot.

No, the TV settings will remain unchanged.

No, the landline-phone settings will remain unchanged.

No – the technology change is absolutely necessary. Please note: this change is free of charge for you.

Our team will be happy to help you – call us free on 0800 707 514.

• Monday to Friday: from 8:00 to 19:00

• Saturday: from 9:00 to 18:00