---
title: "Internet problems in Switzerland: provider complaints and ombudscom · Kilobat Guides"
url: "https://kilobat.app/guides/switzerland-internet-ombudscom-complaint"
description: "Try to settle a Swiss internet problem with your provider first, then request a conciliation from ombudscom. Check its conditions, fee and time limits."
---

# Internet problems in Switzerland: provider complaints and ombudscom

Try to settle the problem with your provider first. If you cannot agree, ombudscom runs a conciliation for a CHF 20 fee.

Applies to: Home internet on Windows, macOS, phones and tablets. No Kilobat account or app required. · Checked: 6 November 2026

## When this helps

- Your home internet service is in Switzerland.
- A persistent fault or speed problem remains unresolved.

## Record the fault

Keep outage dates, test results and your contract’s speed wording. Test over a cable as well as Wi-Fi.

BAKOM says anyone can test their own connection with networktest.ch. Swisscom, Sunrise and Salt run it together.

## Contact your provider first

Contact the provider orally or in writing and try to reach an agreement. Keep the dates and what it said.

An attempt counts as failed if the provider does not answer an email or online form within three working days. For a letter, it has seven working days. A phone queue of over 15 minutes also counts.

## Request a conciliation from ombudscom

Your last contact with the provider should generally be no more than 12 months old. No court case on the same matter can be open.

The fee is CHF 20. A conciliation can take up to three months or more.

ombudscom cannot award damages. Its proposal binds only if both sides sign it.

## Your contract decides the remedy

For slow speeds or outages, check your contract’s service-quality and fault terms. Ask the provider for the credit or repair they describe.

## Prepare your complaint

Use the [complaint template](https://kilobat.app/guides/broadband-complaint-letter) to state the problem, evidence and requested resolution. Keep the tone factual.

You can collect evidence without Kilobat. If you use a Kilobat report, review it before sharing and add your test conditions.

## Still stuck?

You can ask for help at [ping@kilobat.app](https://kilobat.app/internet-problems#ask). Send your symptoms and reviewed test results, with or without Kilobat.

## Provider pages

Outage tools, equipment checks and how to complain, provider by provider.

- [Sunrise](https://kilobat.app/guides/sunrise-connect-box-slow-internet-complaint): Connect Box
- [Swisscom](https://kilobat.app/guides/swisscom-internet-box-slow-internet-complaint): Internet-Box

## The evidence pack

In Kilobat’s Health, click Report… and the Complaint tab takes you through four steps: the problem, your evidence, your request and a review. Then Kilobat Pro builds one PDF: a summary, a letter ready to send, your speed against your plan, every outage and the rule that applies, saved beside the evidence file it came from. The Quick report is free; the Complaint tab, its PDF pack and the outage-credit estimate and claim are part of Kilobat Pro.

Page 3: every speed test charted against the advertised speed and the guaranteed minimum, with evenings against the rest of the dayPage 2: the complaint letter, with the problem, the plan and contract wording, the measurements, the requested resolution and a date to reply byPage 1 of a sample complaint pack: the verdict, eight figures from advertised speed to time without internet, a credit estimate and the contents

Example complaint pack. Yours is built from your own measurements; you review every page before you send it.

[See the complaint pack](https://kilobat.app/internet-complaint) [Pro, $29 once](https://kilobat.app/#pricing)

## Sources

- [ombudscom: conciliation request](https://ombudscom.ch/fr/contacts/demande-conciliation)
- [ombudscom: admissibility practice](https://ombudscom.ch/fr/base-legale/pratique-recevabilite)
- [ombudscom: questions and answers](https://ombudscom.ch/fr/procedure-de-conciliation/questions-reponses)
- [BAKOM: when can I contact ombudscom?](https://www.bakom.admin.ch/de/wann-kann-ich-mich-an-die-ombudscom-wenden)
- [BAKOM: measuring internet access quality](https://www.bakom.admin.ch/de/messung-der-qualitaet-des-internetzugangs)

Checked on 6 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.
- [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.
- [Broadband consumer-rights changes: complaint deadlines and speed evidence](https://kilobat.app/guides/internet-customer-rights-updates): Check the effective date and service type before using a new rule.