Check the connection, eliminate interruptions and improve the speed.
Check your services online. We help you step by step.
If your device is not connected to the Internet there can be several reasons for this. If you cannot solve the problem in the Customer Center, you can try the following:
Check router and reboot
- Is the power cable connected and is the router switched on?
- Is the cable for the Internet connection correctly connected? Is the LED light on the router white?
- Is your WLAN activated on the router.
Can you answer all the questions with ‘yes’? Reboot the router and your device (laptop, PC, smartphone or table) to restore the connection.
Create a temporary connection using the Ethernet cable and set up WLAN again
- Connect the computer and router with the Ethernet cable
- Set up the WLAN connection step by step with the My Swisscom Assistant: Download
- Select the function "Connect WLAN” on the desktop
Is the Internet connection interrupted on some or all connected devices? If you cannot solve the problem in the Customer Center, you can try the following:
Band Steering: check activation
Your router offers two parallel WLAN networks – in the 2.4 GHz and 5 GHz frequency ranges (bands). To avoid any issues, you should combine these two networks, and activate band steering and both bands.
Follow the steps below.
Step 1: Activate band steering on your router.
Enter http://internetbox.home or 192.168.1.1 in your Internet browser and log in with your router password. This connects you to the Internet-Box web portal.
- Select “WLAN” in the left-hand menu.
- Select “WLAN view combined” in the top right.
- Click “Activate WLAN band steering”.
- Click "Save".
Step 2: Give both bands the same WLAN name.
Enter http://internetbox.home or 192.168.1.1 in your Internet browser and log in with your router password. This connects you to the Internet-Box web portal.
- Select “WLAN” in the left-hand menu.
- Check that “WLAN view combined” is displayed in the top right. If so, both WLAN names are already the same. Done!
- If “WLAN view individual” is displayed in the top right, change it to “WLAN view combined”.
- If no info box appears, both WLAN names are already the same. Done
- If an info box appears, click “Save”. Both WLAN names are then the same.
- An additional info box informs you that you now have to amend the WLAN name on your devices if you were previously connected with the 2.4 GHz band.
Step 3: Activate the 2.4 GHz and 5 GHz bands.
Enter http://internetbox.home or 192.168.1.1 in your Internet browser and log in with your router password. This connects you to the Internet-Box web portal.
- Select “WLAN” in the left-hand menu.
- Check that “WLAN view combined” is displayed in the top right. If so, both WLAN bands are activated. Done!
- If “WLAN view individual” is displayed in the top right, change it to “WLAN view combined”.
- Click "Save". Done!
Check the router position
Try to place your router where you use WLAN most regularly. For more tips on the best place to locate your router refer to your Internet-Box user manual.
Can't change the location?
The WLAN-Box extends the WLAN of your Internet-Box 2 and creates a new WLAN where there is none currently or where the existing WLAN is not sufficient.
Problems with speed are very complex and can have many different causes. In general, a distinction is made between the Internet speed (dependent on your Internet subscription) and the WLAN speed (the connection between the Internet-Box and the computer/laptop). Both factors can influence the speed of your connection.
If you cannot solve the problem in the Customer Center, you can try the following:
Improve automatically
Analyse your WLAN and improve the quality of the connection with the help of My Swisscom Assistant.
Improve manually
Experienced users can also pinpoint the cause of a slow connection manually. Aside from some technical knowledge, you also need the results of the speed test and availability checker. You can use these results to isolate the cause and work out what to do next, like positioning your router in the optimum location. See the installation instructions for more details.
Speedtest easy and fast per App
Did you know? You can also carry out the speed test in the Home app.
Benefit: You are connected directly with your Internet-Box.
Expert support (chargeable)
Still not resolved your Internet connection problem? Our customer support will be happy to help you further.
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We will help you via telephone or chat.