Ingress (signal interference)
Ingress can lead to TV or radio reception problems, but also to issues with Internet transmission or phone calls.
What does ingress mean?
Ingress refers to signal interference caused by adverse emissions of external electromagnetic signals into a communication system. In Switzerland, the Federal Office of Communications OFCOM has introduced a policy that specifies how strong electromagnetic radiation can be. If your system is causing disruptions (ingress), it’s possible that the permissible limit values have been exceeded. If the limit values are exceeded, this can affect a property or a distribution circuit. A distribution circuit is a combination of several single- or multi-family buildings that use the same utility network. This means that other customers may also be affected by these disruptions.
To counteract this and ensure optimal operation, we check our network for this type of radiation continuously and systematically, since these interferences affect our customers’ services. The team that detects these disruptions creates a request for a technician to limit the source of interference, even if you haven’t contracted them yourself. In an ideal scenario, the technician is able to identify the source and fix the issue at the same time. Otherwise, they’ll initiate the necessary measures to eliminate the disruption.
What do you need to do?
Call the technician at the phone number listed on the flyer and arrange an appointment for them to inspect the building installation (free of charge).
Our technician will determine the cause of the disruption and either fix the issue or arrange for the necessary measures to be taken.
Key points
Ingress can lead to TV or radio reception problems, but also to issues with Internet transmission or phone calls.
You won’t face any charges for the assessment and any subsequent troubleshooting*.
We continuously and systematically monitor our network for disruptions. In the event of an alarm, a technician is called out to carry out measurements, and if possible, to eliminate the source of interference or to initiate the necessary measures to remedy it.
* As long as there hasn’t been any deliberate destruction of the network infrastructure or end devices, you won’t incur any charges.
Questions and answers
While carrying out measurements at your property on behalf of Sunrise, a technician noticed some signal interference that could be exceeding the limit values specified by the Federal Office of Communications OFCOM. This can lead to TV or radio reception problems, but also to issues with Internet transmission or phone calls.
An on-site inspection of the installation is necessary in order to accurately determine likely sources of the interference. It’s entirely possible that the fault isn’t at your end – it could also be in your neighbor's apartment or property. That’s why we may also need to look for the sources of the interference there. If this is the case, we’ll have sent the same message to any affected neighbors.
Typical causes of ingress include poorly shielded or defective cables connecting antenna sockets and terminals. But an incorrectly connected plug, incorrectly fitted antenna sockets or incorrectly connected terminals can also be the cause. In order to determine the actual cause of the disruption, it’s therefore essential for us to check your system in person.
We continuously and systematically monitor our network for disruptions. In the event of an alarm, a technician is called out to carry out measurements, and if possible, fix the source of the interference.
The mRic order ID is an internal processing number. You can find the mRic order ID in the letter you received from us. This ID allows us to check the status of your incident at any time and answer any questions you may have quickly and accurately. Please provide this number when contacting our technician or customer-service team.
Even inactive or only partially complete installations can be a source of ingress. Even if you don’t have a cable connection socket in your apartment or house, or if you have one that you don’t use, your property could still be the source of the fault. We can determine if this is the case by conducting a brief on-site investigation. Of course, this comes at no cost to you.
If the technician instructs a renovation of the household distribution system, this either means that they couldn’t identify the fault or that doing so would have been too complex. In this case, we’ll consult with the property manager/owner and instruct our strategic partner to carry out the renovation. If it isn’t possible to carry out the renovation, further disruptions could result in emergency filtering, as your household distribution system will be violating the OFCOM limit values.
The interference doesn’t always affect the household that caused it. Depending on the network infrastructure, other users who live in the same building or are connected to the same distribution circuit may also be affected.
Emergency filtering means that Sunrise customers won’t be able to use their products and services, or will only be able to use them to a limited degree, until the defects are rectified. We always strive to offer alternative solutions in order to minimize the impact on our customers as much as possible. We greatly appreciate your cooperation in this regard.