FAQ

Frequently Asked Questions

Cable TV Questions

  • How do I program my TV?

    Please refer to your television owners manual or use on-screen prompts.

    The menu option is typically "auto scan" "program channels" or "scan channels".

    The new digital lineup takes approx. 20-30 minutes to complete the scan.

  • What television stations are offered by Sunrise?

  • 2022 Digital TV Upgrade

    Sunrise is upgrading our TV to all digital format.  Some vintage TVs are unable to process the new digital formats of MPEG4 & H.265.  See Digtial TV button at the bottom of FAQ for more information.

  • Why does my TV only go up to channel 13?

    If you have been installed with Sunrise’s Cable TV and are unable to receive channels above 13, you will need to re-program your TV to pick up the additional channels.

  • Who do I contact if a channel doesn't work right?

    Please contact the Sunrise office immediately if you notice any reception problems with your Cable TV. You can contact us by completing a Technical Support ticket or by calling 989-733-8100 or toll free: 877-733-8101.

  • Does SRC provide pay-per-view channels?

    No, Sunrise does not offer Pay-Per-View channels.

  • What are sun spots and what can be done about them?

    Twice each year, during the spring and autumn equinox, a phenomenon commonly known as Sun Outages occurs. This happens when the sun lines up directly behind the satellite and interferes with the signal that is being sent to the satellite dishes. This may last for a few minutes each day on some or all networks with a varying duration of up to two weeks.


    This phenomenon affects all satellite transmissions and will affect cable systems nationwide. When this alignment occurs, the energy of the sun can overpower the signal from the satellite, which causes the pictures on the TV to appear sparkly and snowy to differing degrees, depending on your geographical location.


    Unfortunately, there is nothing we can do to prevent Sun Outages. We apologize for the inconvenience. Keep in mind that Sun Outages are related directly to your location, and will affect different parts of the country more or less than others.

  • Why are my channels out of order?

    Sunrise all Digital lineup display channels are formatted for the channel lineup/order.  Some TV & tuners/converter boxes do no recognize the display channels & have an alternate channel number/order.  Below is the Digital linup, the alternate channel and the alternate channel repeated in numerical order.  

    See button at bottom of FAQ for alternate channel lineup.

Internet Questions

  • How do I change my email login password?

    1. Please go to: portal.src-milp.com. There will be a drop down menu on the very left side titled "User Utilities".

    2. Choose "change password"

    3. Log in with your current username and password and you will be taken to a page where you can type in your new password and confirm it.

  • How do I add additional email accounts?

    Sunrise customers may have up to 5 free email accounts. Your main account will be established when you are installed with high-speed internet. To add additional email accounts go to: portal.src-milp.com


    On the drop down menu on the left side titled "User Utilities" chose "Mail Account Manager"


    You will be taken to a page which shows all of your current email accounts and gives you the options to: Change Password, Remove Account, Suspend Account or Create New Account.



  • How do I increase / decrease my Internet package?

    Contact the Sunrise office at 989-733-8100 or toll free 877-733-8101.

  • Is my data unlimited?

    Yes! As of June 1, 2022 Sunrise offers Unlimited data for all internet packages.

  • All modem lights are on. Why can't I get online?

    Check status of wireless router.  Power cycle both the modem & router. 

    If power, send, receive and pc activity lights light back up after power cycling and you are still unable to access the internet, contact Sunrise Tech Support toll free: 866-441-6822.

  • How do I power cycle my modem?

    Power cycling your modem resets the modem which often needs to be done if you experience a power surge or power outage at your home.


    Unplug the power cord from your modem, leave unplugged for at least 5 minutes, and plug the power back into the modem.  Allow 10 minutes for your modem & router to sync.

  • Why can't I send or receive emails?

    You can contact us by completing a Technical Support ticket or by calling 989-733-8100 or toll free: 877-733-8101.

Service Questions

  • Am I required to sign a contract?

    No multi-year contract is required.

  • How much does installation cost?

    Installation fees vary depending on how many materials the technician must use to complete the install and how long it takes the technician to complete the installation.


    If the home is previously wired for cable TV, the technician will check the integrity of the cable to the home - we must have top signal quality to insure high-speed internet & quality video signals.


    When the technician arrives to the installation appointment he will do an installation cost estimate & measure out any materials he will need for the install and approximately how long it will take him to complete the install. The tech will get the install costs approved by you before beginning.

  • How can I contact SRC about my bill?

    Please contact us through our Billing Support page, or give us a call at 989-733-8100.

  • Is there a fee if I want to disconnect my services?

    Yes, a disconnect fee in the amount of $62.99 applies for 12 months after service is established.

  • Does SRC offer packages for seasonal customers?

    Yes. Sunrise offers a Special Seasonal Package that provides for customers to only receive service for certain months from April through November. Seasonal customers will be billed twice a year. Once in the spring for months of service, and a second time in the fall for a monthly standby fee of $12.95 per month to maintain the account for activation upon their return. Please choose one of the Service Areas in the right sidebar menu for more information regarding service time frames.

  • Dispute Resolution

    If you have service or billing issues, please contact Sunrise Communications:


    Telephone: 989-733-8100

    Toll-Free: 877-733-8101

    Fax: 989-733-8155

    Email: custsupport@src-milp.com


    The Michigan Public Service Commission (MPSC) is responsible for the implementation and oversight of Public Act 480 of 2006 - Uniform Video Services Local Franchise Act (the Act). Section 10 of the Act pertains to the dispute resolution process for customers, providers and franchise entities.  For customer complaints, Section 10(3-4) of the Act states:


    Each provider shall notify its customers not less than annually of the dispute resolution process created under this section.  Each provider shall include the dispute resolution process on its website.  Before a customer can file a complaint with the commission under subsection (5), the customer shall first attempt to resolve the dispute through the dispute resolution process established by the provider under subsection (2).  If the dispute cannot be resolved by the provider's dispute resolution process, the customer may file a complaint with the commission under subsection (5).  The provider shall provide the customer with the commission's toll-free customer service number and website address.


    MPSC toll-free customer service: 1-800-292-9555

    MPSC website: michigan.gov/mpsc

VoIP Questions

  • I lost/forgot my voicemail password, how can I reset it?

    If you lose or forget your password, contact the Sunrise Office to have your password reset, phone 989-733-8100 or toll free 877-733-8101.

  • I no longer need Voicemail/Call Waiting, can I remove these?

    Yes, you can request these features be deactivated by contacting Sunrise’s Office at 989-733-8100 or toll free 877-733-8101.

  • Why am I unable to place/receive calls?

    Check to make sure the Telephone Adapter lights are lit up properly. Under normal circumstances with all phones hung up or turned off; the Power, Internet and Phone 1 lights will be solid green.


    If the Power light flashes red, check the connection between the Telephone Adapter and Cable Modem.
 If the connections are secure, and the Modem has 4 solid green lights, power-cycle the Modem, Telephone Adapter and Router (if installed). 
Power-cycling resets your equipment which may need to be done if you experience a power surge or power outage at your home. 
Unplug the power cords from your equipment, leave unplugged for at least 60 seconds, and plug the power back into the equipment.


    If the Phone 1 light flashes green, check your Telephones to be sure they are hung up properly or turned off. Any phone that is “off-the-hook” for a long period of time will cause an open line, all calls placed or received will fail or go to Voicemail/Busy signal in this case. If all phones are on-the-hook and the Phone 1 light flashes green, there may be an issue with one of your phones or the wiring connecting your wall outlets to the Telephone Adapter.


     To check your Telephones, connect one Telephone directly to the Phone 1 port on the back of the Telephone Adapter. 
If the Phone 1 Light turns solid green and you are able to place and receive calls, connect the remaining phones one at a time to your Telephone Adapter to be sure they all work correctly. If all phones work correctly when connected to the Phone 1 outlet on the Telephone Adapter, the issue may be wiring related. 
 Contact the Sunrise Office to schedule a service call to inspect your wiring.

Billing Questions

  • What are Transport Fees?

    Transport Fees represent costs specifically related to the operation of the system and these are costs Sunrise has no control over. Rates vary by service area.


    Transport Fees reflect a variety of cost items such as electricity, pole attachment, taxes, lease, internet backhaul and local taxes.

  • What are the VoIP Surcharges & Taxes?

    Sunrise VoIP digital telephone is subject to state & county 911 surcharges, 6% Michigan sales tax, 3% Federal excise tax, and Universe Service Fund.

    The county in which your service address is located will determine the 911 surcharge amount.


    Our customer service representatives can give you a detailed breakdown of all taxes and surcharges, based on your service address. Please call 877-733-8101 for more information.

Acceptable Use Policy Digital TV Upgrade 2022 Digital ALTERNATE Channel numbers
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