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Unblock Internet/E-mail

On this page:
Why security locks occur and how you can unlock your email and internet.

What is a security lock?

Your Internet and e-mail services will be restricted for your own security when:

  • Your Swisscom Login and your e-mail data are stolen and misused by hackers.
  • You are affected by malware, i.e. malicious software such as viruses, Trojans, rootkits, spyware, etc.

 

In the digital world, the technical term for this type of misuse is abuse. If Swisscom has the details of the device infected with malware, we will warn you proactively during a technical support session (Smart Support (swisscom.ch) and recommend a long-lasting clean-up. If there is a high risk of transmission in your home network, the use of your services will be temporarily restricted.

For example:

  • Third parties can gain access to and disseminate your personal data.
  • Devices infected by malware may cause uncontrolled damage on the Internet, such as triggering massive spam mailings.
  • E-banking or credit card data may be intercepted without you noticing and misused at your expense.
  • Malware can spread within your home network and also infect other devices.

E-mail account blocked

Has your e-mail account been blocked as a result of misuse? Your e-mail account can be unblocked by following the steps below:

 

  1. Scan your computer for malware with an antivirus programme, such as the Malware Scanner HitmanPro offered for Windows by iBarry.
  2. When you see the message "Unauthorised access to your account" at "Reset Swisscom Login" click "Next" to change your password.
  3. Update the password in your e-mail programme or your e-mail app.
  4. If you use the same login data for third-party accounts (e.g., e-banking, cloud services, social media accounts, etc.), change these immediately too.

Multiple locking

If a new, unique password has not been set, or if there is still malware on one of your devices, the account may be locked several times in succession. You may no longer have the option to unlock it yourself. Contact Swisscom Customer Services for help.

 

Note: When your account is blocked, you can no longer receive e-mails. The sender receives an error message.

Blocked Internet access

Have your devices been infected by malware? We detect infected devices (name and MAC ID of the device) and show you them in technical support sessions (Smart Support (swisscom.ch). You can enjoy unrestricted access to the Internet again after carrying out the following steps:


  1. Scan the infected devices for malware with an antivirus programme such as the Malware Scanner HitmanPro offered for Windows by iBarry.
  2. Delete your browser data such as cookies, history, saved passwords, etc. Use the My Swisscom Assistant to help with this.
  3. Check for possible updates for any affected devices in your home network. Carry out any available updates to close any acute security gaps.
  4. If you use the same login data for third-party accounts (e.g., e-banking, cloud services, social media accounts, etc.), change these immediately.
  5. If you use your own mail server, make sure it is sufficiently secured.
  6. Tick the box "I confirm that I have implemented the required measures" and click on "Activate” at the message "Internet access blocked".

Multiple locking

If there is still malware on one of your devices, the account may be locked several times in succession. You may no longer have the option to unlock it yourself. Contact Swisscom Customer Services for help.

Additional help

  • Protect your devices from viruses. Swisscom Internet Security, for example, protects Mac, Windows and mobile devices from malware etc.
  • Our My Service experts support you by telephone or on site in checking your devices and the security of your home network.
  • Do you have an SME? Find an IT partner in your area.
  • Want to know about phishing? How to detect phishing e-mails, what you can do about them and how to react correctly.
  • All you need to know about spam: how the spam filter works and what you can do to prevent spam.
  • iBarry tells you all you need to know about digital security: comprehensive help for users with tips and software, plus useful information on password protection.