Fault rectification

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Appointments, costs and preparations: All you need to know about a visit from our service engineer.

Binding appointments

Have you made an appointment with one of our service engineers? This appointment is binding. Has the malfunction already been rectified or are you not available? Please let us know on 0800 800 800 at least 4 hours in advance. This will prevent our service engineer making an unnecessary journey and ensure that you do not have to pay our CHF 80.– service fee.

Cause of fault and costs

The onsite technical specialist determines the cause of the fault and the costs.

Fault in the Swisscom network

If the cause of the fault is on the Swisscom network (including the fibre-optic socket), we will bear the costs of rectifying the fault.

Fault in your home

If your home network or private infrastructure is at fault, you will have to pay for the work carried out by the technical specialist. 

His time is billed at the following rates:

  • Flat-rate charge for call-out and job preparation: CHF 80.–
  • Time charged on a per-minute basis: CHF 40.– per 15 minutes


Swisscom Infrastructure
Home Network / Private Infrastructure

Material is replaced free of charge if the warranty applies or a hired device is being exchanged.


Special case: fire/storm and water damage

You will be billed for all costs in the case of damage due to fire/natural disaster or water.


Special case: basic service provision

As a Swisscom Line basic or plus subscriber, the service engineer’s visit will not be billed to you if the fault is caused by a defective Internet-Box light* which needs to be replaced.


Many settings can be performed easily online in My Swisscom, so have your Swisscom Login with user name and password at the ready for the service engineer.


Your service engineer can provide support for the following issues:

  • WLAN optimisation
  • Home network installations (for example, LAN cabling, telephone return feed, broadband ready)
  • Setting up the Swisscom Box or TV-Box (HD, UHD)
  • Switch to the latest hardware (for example, Internet-Box, HD telephone, WLAN-Box)

3 tips if you are experiencing WLAN connection problems



Do you have questions concerning our products?

We will help you via telephone or chat.

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