The problem is clearly linked to the Internet Box, I had a Centro Grande that I changed about a month ago. Since I got it, the box restarts several times a day and my connection is unstable, nice the paid “upgrade” to a box that doesn’t work properly!

Hello everyone,

We are sorry for the inconvenience caused by these outages. If interruptions are still active and the connection between your router and PC is wired, we suggest you provide us with details of your installation, so we can analyze your file.

If you are currently connected via WLAN, we suggest that you first connect your PC with an Ethernet cable and then provide us with feedback. You can also consult the following help page: Resolve WLAN connection problems.

@Druss, we have forwarded your request to our specialists who will contact you as soon as possible.

Have a nice day everyone.

Cordialement,

Hello, I constantly have micro cuts and the last time I called I was blown away, perhaps my remarks on the incapacity and on the Moroccan accent of my interlocutor did not pass.

We are always told that the hotline is in Switzerland but I find it very difficult to believe it. It is known that most of the hotlines are in Morocco and what reinforces this idea for me is that they can never test a line.

Dear idoc,

Swisscom handles most customer inquiries internally. To be able to cover peak periods, a small portion of requests are taken over by external partners. All our call centers are located in Switzerland to guarantee good working conditions and that each employee can benefit from the conditions in force under Swiss labor law.

Best regards,

Hello Zoe,

Thank you for the response, one of your specialists called me and is working on the issue. I will keep you informed of the progress.

Thank you for the quick response and quick action.

Cordialement,

Good morning,

This internet box is a real disaster and Swisscom is not only unable to find the cause of my random restarts but also does not really seem to take the trouble to do a comparative analysis with its different customers experiencing the same symptom. In principle in this type of problem we do a (for example) Kepner Tregoe type analysis to compare the different configurations and try to find common points.

My internet box restarted twice in the space of 10 minutes around 3:30 p.m. today. It had also restarted randomly in recent days.

I don’t think I should expect much from Swisscom anymore regarding this problem.

Best regards

Nicholas

Hello nwi,

We are really sorry that you are not satisfied with our Internet-Box. We’ll happily analyze your line if random restarts persist. Do not hesitate to contact us if necessary and we wish you a very good weekend.

Cordialement

Good morning,

I thank you for your proposal but your “Wireline CompetenceCenterFAS” team has already attempted to do this type of analysis and here is their response from January 2016:

---start—

Today we have received from the manufacturer a feedback. Unfortunately, they are unable to make a diagnosis, because the interruptions in the DHCP Sessions are too low. This Month the connection had only one interruption and in this case we can’t guarantee an uninterrupted service.

Currently, a permanent recording records each behavior on the Internet Box. If the DHCP interrupts continue to be so low, we will stop the analysis. Thank you for your understanding.

---end—

The fact is that this Thursday, May 5, the internet box restarted twice in 10 minutes and that over the past 10 days this has happened around 4 times.

So it’s strange because it seems that during Swisscom’s monitoring everything is perfect but once the monitoring is stopped, the customer encounters serious problems again.

Short of a miracle, I no longer expect much from Swiss regarding this technical problem.

Best regards

Nicolas Wipfli

Good morning,

I’m coming back to the news because I still have the same problems, namely the box which restarts about once a day, and what’s more, I had to deactivate the application module because otherwise the parental controls were activated for no reason and blocked all internet connections… My box is up to date with the firmware and I have already tried to change the cable, change the socket, the box has already been changed and a swisscom electrician has already come by to try to correct the problem . Is there any solution left or should I settle for a connection that works when it wants to?

Good evening Yotatan,
your request will be sent to the competent department who will contact you as quickly as possible. Have a nice evening.

Cordialement

I still haven’t heard from a technician and the box is doing more and more reboots, we’re doing more than one per day… the situation is really starting to become painful!

@Nick1 Hello,

Reset your Box on the small hole in the box and not restart it using the remote control.

Cordialement

Good morning,

I am taking the liberty of writing because I encounter the same problem, that is to say restarts (sometimes freezes) of my Internet Box Plus. I switched to fiber around mid-April, and immediately experienced random reboots. At the beginning this happened to me about once a week, and lately since the new update almost every 24/48 hours. I tested the solutions proposed on this forum in vain, and I strongly suspect that the problem comes from an instability of the box.

I have the impression that we will have to wait for a new model of router in the hope of having a change.

Thanks for the info. Will try.

Hello FM33,

We will contact you personally as soon as possible for support.

Cordialement

Same at home… It’s been a month since I rebooted the box several times: 5-6 automatic ones and 2-3 that I did myself following a loss of Internet and TV.

I tried all the solutions I could find on this forum, resetting the box, checking the firmware, cables, dhcp but nothing worked. I wonder if this isn’t actually a hardware problem.

I point out that everything worked perfectly for several months with the new box and suddenly everything went into a tailspin without any modification on my part.

Do you have a solution? Should a replacement of the box be considered?

Personally, changing my box didn’t help anything. A technician came to my house to test my line. Apparently the latter being impeccable he proceeded to exchange the router. Unfortunately my reboots and freezes are still present. For example in the last 24 hours I have had 2 reboots and a freeze.

Either they tried the placebo effect, or their entire stock of boxes needs to be reviewed:smileyhappy:

For several days, my internet box has been resetting itself and it seems that the problem is widespread since at the office located in another district of Geneva we experience the same untimely outages several times a day.

This is neither a problem with the fiber optic cable nor with the configuration of the boxes, everything has been checked by an IT specialist.

I am waiting for a position from Swisscom and above all a solution because it is becoming very complicated to work in these conditions.