Log into the My Swisscom Customer Center and check whether there is a fault on your line. Here, you will also find step-by-step technical support.
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:
Can you answer all the questions with ‘yes’? Reboot the router and your device (laptop, PC, smartphone or table) to restore the connection.
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 22.214.171.124 or earlier).
To resolve the issue, proceed as follows:
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:
Please note that you only have access to the web portal when your home network is connected to your Internet-Box.
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.
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.
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:
Analyse your WLAN and improve the quality of the connection with the help of My Swisscom Assistant.
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.