Check the connection, eliminate interruptions and improve the speed.
Log into the My Swisscom Customer Center and check your Swisscom services online. We will support you every step of the way.
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:
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.
- Select “WLAN” in the left-hand menu.
- Select “WLAN view combined” in the top right.
- Click “Activate WLAN band steering”.
- Click “Save”.
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.
Support
Contact
Do you have questions concerning our products?
We will help you via telephone or chat.