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:

1. Check the cabling

Check whether all the plugs are correctly connected to the router, the connection kits, the TV-Box and TV set. Remove and reconnect all plugs. 

2. Disconnect devices from the power

Disconnect any connection kits from the power for 10 seconds; after reconnection, wait until the kit is ready for operation again. Reboot the router and then the TV-Box.

3. Select the HDMI channel

Select the HDMI channel on your TV set. Look for the correct button on your TV’s remote control to switch to the AV channel (not the TV-Box remote control). Refer to the user guide for your TV set to identify the right button. 

4. Press the “guide” button

Press the “guide” button once on your blue TV remote control. The TV-Box will then transmit a picture that you will immediately recognise as the blue TV picture. 

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. 

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