WLAN problem contents

WLAN problem contents

WLAN problem contents

Use a cable to make a temporary connection

To reconnect the computer to the internet on a temporary basis, connect it to the router using an Ethernet cable. 

Now that the computer is connected by Ethernet cable, download the My Swisscom Assistant and select "Connect WLAN" from the WLAN desktop.  

Download Windows*

Download Mac**

My Swisscom Assistant


Find the best location for your router

If the reach of your WLAN is too small, this can lead to the loss of the signal, disruptions, or a slow connection. The router should therefore be placed as centrally as possible in your apartment or house.

Please take the following advice on optimal positioning:

  • Place the router in an easily accessible position and not behind or under furniture (especially not a metal junction box or furniture with safety glass).
  • Put the router at a distance of at least 20 cm distance from the wall, and around 1m from the floor.
  • Keep a distance of at least 2 metres between electrical devices such as the Swisscom TV Box, wireless loudspeakers, Bluetooth transmitters, DECT devices, older microwave ovens, energy saving lights, cathode ray tube TVs.
  • Power cables and water pipes in the walls often have a determining influence on the possible reach of the WLAN.

When possible put the router where you use WLAN most frequently or use our accessories to extend it.


You can't change your location?

  • The WLAN booster creates a new WLAN that can reach places in which the signal is weak or not present at all (e,g, the router is in the cellar). Put the WLAN booster where you use the WLAN most frequently.

The WLAN booster must be connected to your router using an Ethernet cable.


Order a WLAN Booster online


Extend the reach of your WLAN

Swisscom offers the WLAN repeater as a home network accessory which can extend the reach of your WLAN.

Place the WLAN repeater half way between the router and the place the WLAN needs to reach. This will then allow you to use WLAN to surf the internet on the balcony, for example. 

Further information about Internet accessories.


Order a WLAN Repeater online


Use two different WLAN names to optimise WLAN

The Internet Box standard/plus dual band WLAN combines two WLAN networks at different frequencies and gives them a single WLAN name. Depending on its availability and proximity, your end device automatically connects in the background with the optimal WLAN network.

In densely populated areas you are recommended to set up two different WLAN names for your two networks. This allows you to manually stipulate with which frequency range you wish to connect. The low interference 5 GHz WLAN can often be faster over the short distance to the Internet Box than the widely used 2.4 GHz WLAN.

You can find the settings to set up your own WLAN names for the 5 GHz WLAN in the Internet Box web portal under "WLAN" in the menu. Select "Single" instead of "Combined"  and rename the 5 GHz WLAN by, for example, adding an ending such as "_express". 

Now connect the desired end device to the new WLAN name (SSID).

Note: If you can't see the new WLAN name on the end device, your device does not support 5 GHz WLAN. 



Use accessories to improve the WLAN reception on a computer

If only one device is affected, this is probably because of a weak connection to the router. 

The wireless network card is often disadvantageously positioned, particularly on PCs. In most cases the antenna is behind the device; it might also be in a corner or further shielded by a table or cupboard.  

With the Turbo WLAN stick, Swisscom provides home network device which improves reception on computers. The Turbo WLAN stick is connected to the computer with an extension USB cable and placed in the best possible position. 

You can find further information about the WLAN USB stick here.

WLAN Netzwerk zu Hause



Optimising WLAN

Use the My Swisscom Assistant to analyse your WLAN and improve the quality of the connection:

Download Windows*

Download Mac**



Restarting your router opens a new WLAN channel. This allows Internet Box series routers to automatically select the best channel for you.




Check the router

  1. Is the power cable connected and the router turned on?
  2. Is the internet connection cable inserted correctly? Is the status LED white? 
  3. On the router, is the WLAN turned on?

(If you are using an additional device for WLAN, check this as well.)

Restart your end device to set up the WLAN connection again once you have made these checks. 

If the status-LED is still red a few minutes after the restart of your devices, the problem might lie with the telephone line.

Swisscom's Quick Check allows you to check the line. You can find Quick Check in the Customer centre; you need to log in to do so. 

Start Quick Check




Verify your WLAN's operating times

Swisscom routers allow you to let the WLAN signal turn on and off automatically. You can manage this on a time plan in which you enter the times during which the WLAN should be on.

Check whether your operating time settings mean that the WLAN is currently turned off.

These settings are in different places on different devices:

  • On devices in the Internet Box Family (Internet Box standard & plus), WLAN operating times are managed through the web portal of the router.
  • On Centro Grande routers, the settings are managed in the Customer centre



Use Quick Check to verify the connection

If you have ruled out local factors (the problem does not occur when using the Ethernet cable), the problem might lie with the telephone line. 

Swisscom's Quick Check allows you to check the line. You can find Quick Check in the Customer centre; you need to log in to do so.

Start Quick Check




Check the parental controls settings

The parental controls settings allow you to set specific surfing times for each device and day of the week. This gives you the chance to stipulate surfing times according to the age of you children, or to let them access the internet only when you yourself are at home.  

This will however mean that the device cannot be used for internet access at these stipulated times.  

You can find further information about Internet Box parental controls here




Set up a WLAN connection

To set up a WLAN connection on your device, check whether the WLAN is turned on on your router, and then search on your device for available networks in your neighbourhood. Select your WLAN name, and enter your password.

You can get further support for setting up a WLAN connection here.



Eliminate environmental disturbances

WLAN connections can be susceptible to disturbances in the immediate vicinity. The following listing should help you to identify the factors which can have a significant impact on the WLAN signal. Don't just rely on the WLAN reception display on your end device.

The WLAN signal can be affected by the following obstacles. 

  • Walls and pillars
  • Reinforced concrete floors and ceilings
  • Under-floor heating (water)
  • Modern windows (e.g. coatings that counteract UV rays) 
  • Large mirrors, plants
  • Damp walls (in the case of rain or mist in old houses and wooden buildings)


Check to see if Swisscom TV is active

Depending on the capacity of the line, your internet speeds can be affected by Swisscom TV.  


20 Mbit/s is the maximum speed available at your location, and you are using Vivo S (with 20 Mbit/s). If you now watch an HD channel on Swisscom TV, this will use some 10 Mbit/s of your surfing speed.  

Check whether this could be the reason for your current speed problems. Turn off Swisscom TV and run a new speed test. 



Restart the router in order to optimise the channel

Your neighbours use WLAN too! All WLAN networks use very similar frequencies, which are split into 13 channels. The quality and speed of your reception can be improved by using a free or lightly used channel for your WLAN signal.

The WLAN channel will be reset when you restart your router. Routers in the Internet Box family (Internet Box light/standard/plus) automatically select the best channel for you.


Avoid using older WLAN technologies

Devices equipped with older, that is to say slower, WLAN (especially with the 802.11b/g standard) are generally allocated a high signal capacity in order to compensate as much as possible for limitations when using the internet. This can however leave other WLAN devices under-resourced, with the result that internet connection speeds can seem slow.


You are recommended to turn off older devices (2009 and earlier) completely, and then see if that leads to an improvement. 



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