TV 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 Swisscom 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 or on My Swisscom.

On the TV-Box from Swisscom

If your TV-Box from Swisscom shows interruptions, distortions or standstill in picture and sound playback, this may have various causes. The following solution steps can help:

On a smart TV and 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 laptop and 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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