---
title: "Swisscom slow internet in Switzerland: tests, evidence and complaints · Kilobat Guides"
url: "https://kilobat.app/guides/swisscom-internet-box-slow-internet-complaint"
description: "Swisscom internet slow or dropping out in Switzerland? Check equipment, compare tests, keep evidence and follow the complaint route."
---

# Swisscom slow internet in Switzerland: tests, evidence and complaints

If your Swisscom connection is slow or unreliable, start with these equipment checks. Then document a repeatable result and ask for a specific investigation.

Applies to: Internet-Box 5 Pro, Internet-Box 5, Internet-Box 4 and Internet-Box 3 with the current web portal (Internet-Box 5 Pro firmware 15.20.46; menus as of 2026). The portal and Swisscom’s help are available in English. · Checked: 3 November 2026

## When this helps

- You use Swisscom in Switzerland.
- Your connection is slower than expected, drops out or performs badly at certain times.

## Check your Internet-Box

These checks apply to Internet-Box. Check the model before following its menus.

1. Look at the status LED. Steady white means everything is working.
2. Flashing red means no internet connection; check the cables. Steady red is an error, so switch the box off and on.
3. Steady blue (after the first ten minutes of installation) means the Internet-Box is faulty and needs exchanging.
4. In My Swisscom, check your connection and run Smart Support for a specific fault.
5. Check `www.swisscom.ch/status` for current faults and maintenance work.

## Separate the service from your home Wi-Fi

For the exact settings and supported equipment, see [the Internet-Box guide](https://kilobat.app/routers/swisscom-internet-box).

Do not factory-reset the equipment as a first step. A reset can erase service settings and interrupt phone service.

1. Compare a wired connection to the router with Wi-Fi on the same device.
2. Repeat the same test server during the slowdown and at a quieter time.
3. Record download, upload, latency and whether another household device was using the connection.

## How to complain to Swisscom

Use [Swisscom’s official support](https://www.swisscom.ch/en/residential/help/internet/internetbox-home.html) to report the fault. Request a formal complaint reference if it remains unresolved.

Include the plan wording, dates, test conditions, previous references and the specific outcome you want. Ask for a written response.

Check the complaints procedure in your Switzerland service contract before escalating. Use the national regulator’s consumer guidance for your service.

## Your local escalation route

Try to resolve the dispute with the provider before requesting ombudscom conciliation. Check admissibility and the current processing fee.

[Swiss telecom conciliation](https://ombudscom.ch/fr/contacts/demande-conciliation) lists the conditions and application route.

## Collect the evidence with Kilobat

On a Mac, Kilobat can record connection checks and produce a support report. Review the report and add your test conditions before sharing.

The basic report export is free. [Kilobat Pro’s complaint wizard](https://kilobat.app/internet-complaint) helps assemble your evidence, impact and requested resolution into a draft you review and send.

Measurements cover this Mac while monitoring ran. They cannot prove whole-home uptime, establish provider fault or replace a required official measurement procedure.

## Sources

- [Swisscom Help: Access http://internetbox.swisscom.ch](https://www.swisscom.ch/en/residential/help/internet/internetbox-home.html)
- [Swisscom Help: WLAN settings, password, name and WLAN off times](https://www.swisscom.ch/en/residential/help/internet/wlan-verwalten.html)
- [Swisscom Help: Internet-Box 5](https://www.swisscom.ch/en/residential/help/device/internet/internetbox5.html)
- [Swisscom Help: Internet-Box 5 Pro](https://www.swisscom.ch/en/residential/help/device/internet/internetbox5pro.html)
- [Swisscom Help: Firmware for your Swisscom devices (Internet-Box release notes)](https://www.swisscom.ch/en/residential/help/device/firmware.html)
- [Swisscom Help: Rectifying an Internet or WLAN fault](https://www.swisscom.ch/en/residential/help/internet/internet-connection-problems.html)
- [Swisscom Help: WLAN-Box positioning and setup](https://www.swisscom.ch/en/residential/help/internet/wlan-box-einrichten.html)
- [Swisscom: Internet-Box 5 installation manual (PDF)](https://www.swisscom.ch/content/dam/assets/b2c/products/internet/help/pdf/ib5-manual.pdf)
- [Swiss telecom conciliation](https://ombudscom.ch/fr/contacts/demande-conciliation)

Checked on 3 November 2026.

## Related guides

- [Internet slower than advertised? Test it before you complain](https://kilobat.app/guides/internet-slower-than-advertised): A low speed test is a starting point.
- [Wi-Fi slow but Ethernet fast? Find the wireless bottleneck](https://kilobat.app/guides/wifi-slow-ethernet-fast): If the same device is consistently faster on Ethernet, investigate the wireless path first.
- [Slow internet complaint letter: a template with the evidence to attach](https://kilobat.app/guides/broadband-complaint-letter): A useful complaint says what happened, how you tested it and what you want the provider to do next.