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blue TV: loss of signal, picture and sound problems

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If you experience picture & sound problems on Swisscom blue TV, check your connection online or follow these steps to resolve the issue.  

Our recommendation

Check your connection online

TV-Box picture and sound problems are often related to your Swisscom connection. Log into My Swisscom (Customer Center) and check if there is a problem on your line. You can also get step-by-step technical support there.

We will also inform you about current faults and maintenance work at swisscom.ch/status or on My Swisscom.

Check the connection on your device

on a Swisscom TV-Box

There are many reasons why you might experience a loss of signal or why the picture or sound on your Swisscom TV Box might be interrupted, distorted or frozen. The following steps may resolve the problem:

on an Apple TV/smart TV/third-party provider box

If you are using the blue TV app on your TV (with Smart TV For Samsung TV from 2017 and LG TV from 2018; further devices will be added
Where can I find the year of manufacture for my TV?
​) or with an external provider’s TV box, try the tips below or contact your provider or TV manufacturer direct.

  • Check the Internet connection
  • Check the cable connection and use another HDMI slot.
  • Switch off/on the TV and TV box (if there is one)
  • Log out and back into the blue TV app
  • Restart any other devices 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

on a laptop/smartphone

To enjoy perfect Swisscom blue TV sound and picture quality on the move, note the following points: 

On laptops

  • You need more than 4 GB of RAM available on your computer/Mac.
  • The minimum operating system required is Windows 7, or Mac OS X 10.11 (El Capitan), or later.
  • Use the latest version of Chrome, Firefox, Safari or Edge as the browser. Firefox is recommended for pay-per-view or encrypted content.
  • The Internet connection needs a minimum 0.5 Mbit/s download speed.
  • Close all unnecessary/unused programs on your computer.

On smartphone/tablet

  • Launch Swisscom blue TV using the latest app version.
  • Ensure that your iPhone/iPad operating system is iOS Version 9.0 or later. OS Version 5.0 or later is required for Android devices.
  • The Internet connection needs a minimum 0.5 Mbit/s download speed.
  • Transmission speeds may vary both in the mobile network and when using WLAN, depending on the number of same-time users. 

Help from the Swisscom Community

Help from the Swisscom Community

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