Solve problems with picture and sound

Immediate assistance

Solve your problem step by step.

​ Go to www.swisscom.ch/status for information about current faults and maintenance work.

TV-Box von Swisscom prüfen

Check TV-Box from Swisscom

1. Check cables

Check all plugs on the TV-Box, router and television. Are the cables properly plugged in?

2. Restart your devices

Restart the router and the TV-Box.

If applicable, also disconnect any devices connected to them such as WLAN-Box, Powerline or network switch from the power supply for 10 seconds. Wait until the devices are operational again.

3. Select the right HDMI channel

Select the HDMI channel on your TV to which the TV-Box is connected. Use the button on your TV remote control (not on your blue TV remote control) to switch the HDMI source (AV channel). You can find out what the button looks like in the operating instructions for your TV.

4. Press the Home button

Press the Home button once on your blue TV remote control. The blue TV start screen will appear on your television.

5. If you have sound problems, check the sound

Turn up the volume on your TV remote control, your blue TV remote control and your sound system if connected.

Note: pair the TV with the blue TV remote control to use it to control the volume.

Go to instructions

Check other devices

Apple TV/smart TV/third-party provider box

If you use the blue TV app:

  • Check the Internet connection 
  • If applicable, check cable connections and use another HDMI socket 
  • Switch television and TV-Box (if you have one) off and on 
  • Log out of the blue TV app and log back in again 
  • Restart other devices (if any) within the home network 
  • Update the software on the TV and/or TV box
  • Check the audio and volume settings 
  • Check the connection and settings for any external loudspeaker system in use

Laptop

If you use blue TV on a laptop:

  • You need more than 4 GB of RAM available on your computer/Mac. 
  • Operating system: minimum Windows 10 or Mac OS X 11 (Big Sur) or newer 
  • Use the latest version of Chrome, Firefox, Safari or Edge as the browser. 
  • Internet connection: min. 0.5 Mbit/s download speed, 5 Mbit/s for best picture quality
    Test speed now (opens in new tab)
  • Close all unnecessary/unused programmes on your computer.

Smartphone/tablet

If you use blue TV on a smartphone:

  • Download the latest blue TV app. 
  • Operating system: min. iOS version 14 (Apple) or OS version 8 (Android)
  • Internet connection: min. 0.5 Mbit/s download speed, 5 Mbit/s for best picture quality
    Test speed now (opens in new tab)
  • The transmission speed may vary depending on the number of concurrent users.

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