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Fix Internet and connection problems

On this page:
Check the connection, eliminate interruptions and improve the speed.
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Check your connection online

Check your services online. We help you step by step.







No connection

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:


Option 1 of 2

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.


Option 2 of 2

Create a temporary connection using the Ethernet cable and set up WLAN again

  1. Connect the computer and router with the Ethernet cable
  2. Set up the WLAN connection step by step with the My Swisscom Assistant: Download
  3. Select the function "Connect WLAN” on the desktop





Interruptions

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:


Option 1 of 2

Band steering: check activation

Your router offers two parallel WLAN networks – in the 2.4 GHz and 5 GHz frequency ranges. In the event of WLAN issues, it is useful if the two networks are combined and band steering activated. Your devices are then automatically connected to the better WLAN network.

 

N.B. Band steering is automatically activated on all routers. However, the two WLAN networks (2.4 and 5 GHz) need to be combined for it to work.

 

How to make sure that band steering works on your router:

Enter http://internetbox.home or 192.168.1.1 in your Internet browser and log in with your router password. This lets you access the Internet-Box web portal.

 

  1. Select "WLAN" in the menu on the left.
  2. Click on “WLAN view combined”.
  3. Select "Activate WLAN band steering".
  4. Click on "Save".


Option 2 of 2

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.






   

Slow connection

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:


Option 1 of 3

Improve automatically

Analyse your WLAN and improve the quality of the connection with the help of My Swisscom Assistant.


Option 2 of 3

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.


Option 3 of 3

Expert support (chargeable)

Still not resolved your Internet connection problem? Our customer support will be happy to help you further.






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