Your Internet and e-mail services will be restricted for your own security when:
In the digital world, the technical term for this type of misuse is abuse. If we have information about a device that is infected with malware, we will proactively inform you during technical support 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.
Has your e-mail account been blocked as a result of misuse? Your e-mail account can be unblocked by following the steps below:
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.
Have your devices been infected by malware? Depending on the network component, it is possible to detect potentially infected devices (device name and MAC ID) and proactively advise of these during technical support. You can enjoy unrestricted access to the Internet again after carrying out the following steps:
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.
Do you have questions concerning our products?
We will help you via telephone or chat.