Security

We would like to inform you for your protection that your current costs have significantly increased compared to previous months. You may not be aware of the costs incurred.

You can conveniently and free of charge check the connection costs incurred this month in My Sunrise.

1. We have informed you by SMS about the ongoing costs (information without guarantee). As long as no further significant costs are recorded after this SMS (e.g., you were abroad but have already returned to Switzerland), we will not block any services.

2. If you are aware of the costs and they will increase significantly this month, we ask you to make an immediate prepayment of the amount mentioned in the SMS.

Make a prepayment
Use the QR payment slip in My Sunrise or use the payment slip you can find in the PDF of your last invoice. Scan the QR code and adjust the amount in your e-banking.

Alternative payment methods

• If you do not have a QR code for the payment, you can request a payment slip by email at safe@sunrise.net.

• You can also use the following payment information for a prepayment:
  
  Sunrise GmbH
  Glattpark (Opfikon)
  IBAN: CH77 0900 0000 8750 3770 0
  Account number: 87-503770-0
  BIC: POFICHBEXXX
  
  Please note in this case:

  • Please enter your customer number as reference

  • A payment using this information will incur a fee of CHF 5.-

  • Processing of such a payment takes 2-3 business days

There can be several reasons:

1. We want to protect you from unexpected costs. You may not be aware of these costs or may have ignored any informational SMS messages so far. Sunrise has a more suitable offer for you that can significantly reduce your costs.

2. Your ongoing costs pose an increased risk as your total outstanding balance has significantly increased compared to previous months. We want to prevent further charges from occurring and to avoid you falling behind on payments due to these costs.

The further procedure depends on which services caused the unexpected/high costs. Below you will find an overview of the requirements for a reactivation.

A) Costs due to national or international calls/SMS
Requirements for reactivation:

• You have changed your subscription or installed an option so that no further costs can arise.

• All outstanding invoices have been paid and any installment payments have been fully paid off.

Procedure:
Request the reactivation of the services by email at safe@sunrise.net. Please include your phone or customer number in the email and briefly describe what actions you have taken to prevent further costs.

B) Costs due to roaming abroad
Requirements for reactivation:

• You have adjusted your roaming settings so that chargeable data roaming is blocked
  (The following block is active:
  Block all data use abroad unless data roaming packages or included monthly data roaming are available).

• You have reviewed and corrected your roaming cost limits for calls, SMS, and internet browsing abroad.

• You have purchased a roaming option so that no further costs can arise.

• All due invoices have been paid and any installment payments have been fully settled.

Procedure:
Request the reactivation of the services by email to safe@sunrise.net. Please include your phone number or customer number in the email and briefly describe what you have done to prevent further costs.

C) Costs due to Premium Services (090x/Premium SMS/Sunrise Pay) or other services (e.g. Video on Demand)
Requirements for reactivation:

• All due and not yet due invoices have been settled, and any installment payments are fully paid off.

• The ongoing costs are covered: This means that at least the amount communicated in the SMS (ongoing costs) has been paid in advance.
  
  Make a prepayment
  Use the QR payment slip in My Sunrise or use the payment slip you can find in the PDF of your last invoice. Scan the QR code and adjust the amount in your e-banking.
  
  Alternative payment methods

  • If you do not have a QR code for the payment, you can request a payment slip by email at safe@sunrise.net.

  • You can also use the following payment information for a prepayment:
    
    Sunrise GmbH
    Glattpark (Opfikon)
    IBAN: CH77 0900 0000 8750 3770 0
    Account number: 87-503770-0
    BIC: POFICHBEXXX
    
    Please note in this case:

    • Please enter your customer number as reference

    • A payment using this information will incur a fee of CHF 5.-

    • Processing of such a payment takes 2-3 business days

Procedure
After making the advance payment, please request the reactivation of your services by email to safe@sunrise.net. Please include your phone number or customer number in the email. Activation will take place after your payment has been booked in our systems.

Good to know (for all services)

• We can only consider requests for which the above conditions are met.

• If all the conditions are met and safe@sunrise.net is informed, reactivation will occur within 48 hours (Monday to Friday).

• In case of violations of the General Terms and Conditions and/or the Fair Use Policy, we reserve the right not to unlock services even if all conditions are met.

• Certain services cannot be blocked individually, for example Video on Demand or national fixed-line calls. In such cases, the entire service is blocked.

• If you have already reached the annual limit for using premium services (e.g., 090x numbers, Premium SMS, or Sunrise Pay), these services will remain blocked for all your numbers and customer accounts for the rest of the calendar year. For legal reasons (anti-money laundering law), we are not allowed to unblock these services anymore. They will be automatically unblocked on January 1 of the following year. More information can be found here.

In case you are unable to pay the ongoing costs in full, we offer you the option of installment payments.

For ongoing, unbilled costs, installment payments cannot be agreed upon. Please wait for the invoice. Once the ongoing costs have been invoiced and you have received the invoice, we recommend you simply and conveniently complete an installment agreement in My Sunrise.

Until the installment agreement is made and during the installment payments, services will remain blocked.

You have various options for cost control. For example, you can block chargeable connections and services or set cost limits for different services. All information regarding cost control can be found here.

With Sunrise Prepaid, you can continue to use all Premium services.