Changes to your Internet connection
High customer satisfaction is important to us. That’s why we’re investing continuously in our infrastructure. As part of this work, we’ll be updating your Internet connection. The switch will of course take place at no cost to you. Both your subscription and the monthly costs will remain unchanged.
Frequently Asked Questions
No, unfortunately not.
When you receive a new modem from us, you really must replace your old modem as it won’t support the new technology where you live.
No. As your modem is being replaced, the settings won’t be transferred to the new device. You’ll receive your new Wi-Fi login details with your new modem.
Yes, when you receive a new modem from us, you’ll be asked to return the old one to us.
You can make use of the packaging the new modem comes in to return the old one, along with the enclosed return label.
The instructions on how to install your new modem are available here.
Yes, when you receive a new modem from us, make sure you use the new cables that come with it to install it because the old cables aren’t compatible with your new modem.
In certain cases, the port may need to be changed. You will receive the corresponding information by email. To be on the safe side, we’ll tell you which is the correct port again on the day of the switchover.
No, it’s not essential.
The modem will be dispatched seven days before the switchover. You’ll receive it in the post and it won’t need to be signed for.
The interruption will occur during the day and last around 30 to 60 minutes.
We recommend that you set up a mobile hotspot on your smartphone to connect to the Internet during this time.
No, your subscription, any options and monthly costs will remain the same; it’s just the connection technology that’s changing.
The switchover date will be shown in the communication you receive.
The interruption will occur between 8:00 and 18:00 that day and will last for 30 to 60 minutes.
No, unfortunately not.
This technology upgrade is essential so we can continue offering you the best-possible service in the future, as well as rapid help if your service is interrupted.
No, unfortunately not.
The whole process of switching over the technology involves a number of different parties, and that requires complex coordination. This is why the date can’t be changed.
No, once your new modem is online, you can use your Connect Pods as usual.
The interruption will last 30 to 60 minutes and occur between 8:00 and 18:00.
If your modem still isn’t working after 18:00, please follow this troubleshooting guide.
The interruption will last 30 to 60 minutes and occur between 8:00 and 18:00.
If your modem still isn’t working after 18:00, please follow this troubleshooting guide.
Yes, as Sunrise TV is broadcast via the Internet, it will also be interrupted.
During this time, you can of course use the Sunrise TV App or watch Sunrise TV on your computer (If your computer is connected to the internet via your phone's hotspot).
No, your TV settings won’t change.
No, your landline phone settings won’t change.
