OPTIC FIBER

Duttierei55

We signed our contract on Internet & TV L subscription in Oct 2021 and paid monthly our invoices. We were recently informed by a Swisscom call center agent that there is NO optic fiber at our address and there never was and so this subscription should never have been sold to us and so we paid without benefiting from the services as per the signed contract.
I tried to contact you by phone but I did not succeed, it is impossible to get in touch with a call center agent. I filled a complaint in the chat but no answer received so far. Please send me a complaint ID and a deadline for solving my complaint on the email in the database. I sent this complaint on Dec 6th and I have not received any phone call, no answer and no complain id.

Gaeilgeoir

@Duttierei55 This is a customer help customer community and we are customers like you. We can't send you anything as we have no insight into your personal folder. If you no more want to call the hotline 0800 800800 you can also use the contact form:

https://www.swisscom.ch/en/residential/help/kontakt01/formular/contactform14.html?adobe\_mc=TS%3D1689611197%7CMCMID%3D70844462919614001581823283693726335521%7CMCORGID%3DA174401053C92A7E0A490D4C%2540AdobeOrg

[We are now focusing on contact channels that enable you to get in touch directly. The contact form will therefore no longer be available from 1 February. Go to our contact page to select the appropriate contact channel for your request (chat, callback, hotline or messenger apps).]

Doremi

@Duttierei55

Hello Duttierei55

-"We signed our contract on Internet & TV L subscription"-

Can you tell us which internet subscription (L, M, S) you have? We noticed that the information you provided only relates to the TV subscription. You opted for the TV L variant, which has absolutely nothing to do with the fiber optic connection.

Doremi

Gaeilgeoir

@Doremi Good point. @Duttierei55 Actually you can check by yourself what is available at your address:

Availability check | Swisscom

f there is less then 500 MBit/s speed or really no fiber optic, then Internet L indeed does not make any sense. But this has no effect on TV subscription as @Doremi wrote. In MySwisscom you can immediately downgrade to Internet M or S (depending on that what the checker says).

But nevertheless, this is not the customers care, but, as I already wrote, a customers help customers community. If you would like to complain about incorrect advice, this is the wrong place to do so, you must use the official Swisscom channels (chat, hotline, contact form, Swisscom Shop).