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Customer Center E-Mail TV myCloud Find a Swisscom shop Contact

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

Log into the My Swisscom Customer Center and check your Swisscom services online. We will support you every step of the way.







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

The WLAN name (SSID) is not displayed on my computer  

Internet-Box 3 continually emits the WLAN name and supported WLAN standards (11n,11ac, 11ax). There are a few devices, especially those with an Intel WLAN, that have issues with the new Wi-Fi 6 standard (802.11ax) and do not display the WLAN name (SSID) on the device (e.g. an HP Elite Notebook/HP Pavilion and a WLAN driver version 20.70.3.3 or earlier).

 

> More information from Intel

 

To resolve the issue, proceed as follows:

  • Update the driver of the affected device by downloading the latest version on the Intel website.  
    > Download driver  
  • If missing admin rights on company computers make this impossible, deactivate Wi-Fi 6 on the Internet-Box 3. To do this, go to the web portal (http://internetbox.home) and switch to expert mode. Under WLAN > Settings > WLAN standard, uncheck the box next to ‘Use WLAN standard Wi-Fi 6 (802.11ax)’.
    Please note: This is not a long-term solution and you will not then enjoy the benefits of Wi-Fi 6. 





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

Adjust WLAN settings

One of the settings on your Internet-Box may be slowing down the WLAN or reducing its range. 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.

Please note that you only have access to the web portal when your home network is connected to your Internet-Box.

 

  1. Select “WLAN” in the left-hand menu.
  2. Select “WLAN view combined” in the top right.
  3. Click “Activate WLAN band steering”.
  4. Click “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 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 2

Improve automatically

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


Option 2 of 2

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.






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