Internet-Box 4 Flashes Blue during Setup

Gaz123

Hello, I just received my 2nd (replacement) Internet-Box 4. The first one died, I woke up a few days after installing it and it was flashing blue, apparently it meant the box needed to be replaced. However, I've just plugged in the replacement to start the installation on this one and again…. the box flashes blue straight away.

I read the LED display section of the help page and it says "LED lights up blue" which means "faulty Internet-Box. Please contact us for a replacement. Note: during initial installation, the LED will go blue temporarily.
Wait 10 minutes until the installation process is complete." but it does not mention "LED flashes blue" (which mine does), so it's not 100% clear.

I waited 20 mins and still it flashes blue. So I can't believe that the 2nd box is also broken on arrival.

Is anyone able to help?
Has anyone else had this problem?
Do I really need to order a 3rd internet-box 4???

I now needed to plug my old Internet-Box Plus again (which is working just fine) until I can contact Swisscom support again. This is crazy…

bitracer

What kind of line do you have? In which port did you plug it in?

DomiP

@Gaz123 according to Swisscoms FAQ regarding the Internet Box, you might need to exchange the box. There is the possibility, that the box you received is a refurbished one (sometimes that could happen).

Therefore I would suggest you to contact Swisscom directly by Phone under 0800 800 800 and asking them to check up your internet box health status.

If needed, Swisscom will then exchange the box directly for you.

Gaz123

Hello @bitracer, thanks for your reply.

I use the blue fibre-optic cable/connector (in the back of the router) and slot 2 in the wall (the green end of the cable).

There is definitely nothing wrong with the cable because after plugging my old router back in, it works just fine.

Hi @DomiP, yeah it seems that way huh! I can't believe it's the 2nd Internet-Box 4 I received (both within 2 weeks of each other) and both had the same problem.

Another call to Swisscom then huh!
Thanks for your reply too, much appreciated.

DomiP

@Gaz123 to be honest, I did already received several "exchange" or "new" Internet-Boxes since years. Almost all boxes were refurbished and did not work correctly.

I do think, that you got there a bulky and used Box instead of a brand new one.

bitracer

It's hard for me to believe that 2 devices in a row are defective. It could be something else.

Support Desk will certainly be able to help you troubleshoot the issue and if necessary organise another IB.

DomiP

@bitracer

You are correct, but if the problem was with the line or the switch, distributor, Swisscom should see them. Unless the in-house cabling is not working correctly. 🤔

Grumeizan22

Were you able to resolve this with Swisscom?

My new IB4 will not initialize on first start; just flashes Red-White for an hour. Have cycled it several times, doesn't work. I can connect to the IB4 directly via lan cable. Looks looks like many of my old IB3 settings were copied over correctly — but it won't start even after letting it flash red/white for an hour plus. I too have now reverted back to my still-working IB3.

Grumeizan22

You got me thinking… what if I had gotten a returned IB4? So I treated it like I was adding a new IB4, not upgrading from IB3 to IB4. This worked.

I connected to the IB4 via a lan cable, set a wifi password, then connected into the IB4 via wifi. Then accessed Internet-Box home page, and boom, I was able to do what looked like a new unit set up, including entering the number off of the fiber wall jack. I needed to tell the set up to overwrite whatever was in the IB4 with my existing contract entry. This then worked. After a few minutes my old IB3 settings were pulled down and all was working.

Gaz123

@Grumeizan22: Hi buddy, I called Swisscom today and they have sent me my 3rd IB4… they also couldn't believe it. It should arrive tomorrow.

I even tried to connect to my 2nd IB4 directly using a LAN cable but couldn't get a connection (Thunderbolt Bridge on Mac wouldn't connect) so I was stuck.

The difference with my 2nd (DOA) IB4 is as soon as I connected it to the power, connected the fibre-optic cable and turned it on, the LED indicator instantly flashed blue (for 40 mins until I gave up), it didn't even show the red or red/white or white indicators.

The first IB4 I received was fine, the setup was a piece of cake (but I did need to connect the LAN cable to that one to "Register/Activate" the box, it didn't do this automatically) but then 2-3 days later I woke up and realized my Wifi was down (on my iPhone) and when I checked the router, the LED indicator was flashing blue also.

So either I'm stupid (doing something wrong e.g. with my 2nd IB4) or I'm the unluckiest Swisscom customer in CH 🙂

bitracer

Connect the IB4 to the fiber and your computer to one of the ethernet ports.

Gaz123

Hi all, just wanted to let you know that the issue was finally resolved.

It turned out that the power cable from my first IB4 was faulty and this was causing all 3 of my replacement IB4s from showing the flashing blue LED indicator as soon as I plugged them

in and turned them on (I didn't even think about trying another power cable... Lesson learnt I guess!).

I wanted to post this update in case anyone else encounters the same problem.