Internet & connection problems
If you are experiencing slow Internet, interruptions, WLAN problems or no connection at all, check your connection online or try our suggested solutions.
If you are experiencing problems, check your Internet on My Swisscom (Customer Center). You can find a range of tailored solutions there or report the problem to Swisscom. If you are not yet logged in, you will need your Swisscom Login.
At swisscom.ch/status and in the My Swisscom app, we will also inform you about current faults and maintenance work.
If you do not have a Swisscom Login or do not wish to log in, the following solutions may help.
Mobile phone as an interim solution
No time to deal with your Internet problems right now? Use your mobile phone as a temporary hotspot or connect your smartphone directly to the router so you can also keep using your Smart Home devices for this interim period.
Check your Internet connection on My Swisscom if possible. If this is not an option because you do not have a Login, the following suggestions may also help.
Reposition the router.
Position your router on its own (not inside, beneath or behind furniture) in as central location as possible. This will ensure the best WLAN coverage for your home. If you are unable to reposition the router, you can extend your WLAN with a WLAN-Box.
Use the latest router generation.
The Internet-Box 3 gives you all the benefits of the very latest technology.
Check the WLAN at the router and devices.
- Make sure the router and WLAN are switched on.
- Switch off the WLAN from your connected device (laptop, PC, smartphone or tablet) and then back on again, and restore the connection.
Extend your WLAN network with a WLAN-Box.
The WLAN-Box extends your WLAN range, optimises reception and wirelessly connects your Swisscom TV-Box.
Test your WLAN speed with your smartphone.
You can test the speed of your WLAN in the Home app.
- Open the Home app.
- Go to ‘Internet’ and then ‘Internet Tests’.
- Select the WLAN test and ‘Start WLAN test’.
- The results will indicate whether your poor Internet connection could be due to the WLAN reception.
> You will find more tips on home networking in the guide.
With the Internet-Box 3 and the WLAN-Box 2, the WLAN name (SSID) is not displayed for some devices with an Intel WLAN, due to the new Wi-Fi 6 technology.
To resolve the problem, update the driver of the affected device by downloading the latest version from the Intel website.
If a lack of admin rights on company computers makes this impossible, deactivate Wi-Fi 6 on the router. 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 that this is not a long-term solution and you will not then enjoy the benefits of Wi-Fi 6.
You can only access the Web portal when your home network is connected to your Internet-Box.
Check your Internet connection; use your smartphone on My Swisscom if possible. If this is not an option because you do not have a Login, the following tips may also help.
Check your router.
- Unplug the power cable and all other cables from your router and then plug them back in.
- Make sure the router and WLAN are switched on.
- Restart your devices (laptop, PC, smartphone or tablet) to restore the connection.
Restart the router.
- Switch off your router.
- Disconnect the router from the power supply for approx. 30 seconds.
- Restart the router to restore the connection.
> You will find more tips on home networking in the guide.
If an individual website is unusually slow, it is probably overloaded. This happens when too many people are trying to access a website at the same time. Return to the site later.
If multiple websites are running slow, this may be due to a problem with your connection or home network (WLAN connection etc.). Check your Internet for faults on My Swisscom. You will find a range of tailored solutions here and you can also test the speed of your connection and report the problem Swisscom.
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