Problems since router "re-registration" by Swisscom 18.11.2016, resulting in password changes, and fixed phone not working now too. There are around 1000 people currently looking at the Swissocm community/forum here at the moment, but I dont see any posts (in English anyway) on this issue so thought I would start one. I have spent about 3 hours on support calls and additional time doing my own troubleshooting in recent days due to problems wholly caused by swisscom. And I wish to know of there will be a reimbursement of my monthly bill to make up for the wasted time and lost functionality? For example I have been - so far - 5 days without fixed phone telephony as a result. BACKGROUND Swisscom seems to have made a change to many people's router settings, (accordingly a call center operative, it was to safeguard them and us from the unauthorized misuse of routers, such as using a borrowed or stolen router to access internet from a different site using an existing account). So they re-registered and authorised routers on their network, with some settings or perhaps firmware changed. However, this resulted in a few others changes, not all of which were intended... 1. I got some messages by text from Swisscomm suggesting my router may have been hacked and to follow a link to report the issue. _This was incorrect_ 2. I followed instructions and was informed my router and all services were deactivated and that a new router was on it's way. _This was also incorrect, so the deactivation either don't work (or less likely - was immediately corrected)._ 3. I called swisscom around 8 am 18.11.2016 to find out what was happening. Support call centre didn't seem to be aware of the unfolding issues yet. At this stage all was well, I was reassured my system hadn't been hacked, and none of the settings or passwords seemed to have changed. At the same time, the helpful support person made some adjustments to my setting to improve performance of my system (avoiding channel conflicts etc) 4. I had to call support again that day, as later I experienced a new issue with my router... my Admin password was changed (this is the password needed to access setting on the router by going to 198.168.1.1). 5. By then support knew it was all a false alarm created by the actions taken to prevent mis-use of routers,which triggered (false/misleading ) alerts. I later received a swisscom text to ignore the previous alerts and take no action. 6. Later in the day my DECt / IP / cordless phone stopped working, so 2 support calls and many resets, reboots, and power cycling of devices later, no resolution and escalated to 2nd level support. 7. Turns out it is a system wide issue and not my system. 8. So far I have spend about 3 hours and support calls since friday, including the call I got a moment ago from technician who was due to come to my home this morning - the isn't coming as it is a system fault they are working on centrally. thanks.

current issue - swisscomm causing issues on router and fixed phone

alemap

Problems since router “re-registration” by Swisscom 18.11.2016, resulting in password changes, and fixed phone not working now too. There are around 1000 people currently looking at the Swissocm community/forum here at the moment, but I dont see any posts (in English anyway) on this issue so thought I would start one.

I have spent about 3 hours on support calls and additional time doing my own troubleshooting in recent days due to problems wholly caused by swisscom. And I wish to know of there will be a reimbursement of my monthly bill to make up for the wasted time and lost functionality? For example I have been - so far - 5 days without fixed phone telephony as a result.

BACKGROUND

Swisscom seems to have made a change to many people’s router settings, (accordingly a call center operative, it was to safeguard them and us from the unauthorized misuse of routers, such as using a borrowed or stolen router to access internet from a different site using an existing account).

So they re-registered and authorised routers on their network, with some settings or perhaps firmware changed.

However, this resulted in a few others changes, not all of which were intended…

I got some messages by text from Swisscomm suggesting my router may have been hacked and to follow a link to report the issue. This was incorrect
I followed instructions and was informed my router and all services were deactivated and that a new router was on it’s way. This was also incorrect, so the deactivation either don’t work (or less likely - was immediately corrected).
I called swisscom around 8 am 18.11.2016 to find out what was happening. Support call centre didn’t seem to be aware of the unfolding issues yet. At this stage all was well, I was reassured my system hadn’t been hacked, and none of the settings or passwords seemed to have changed. At the same time, the helpful support person made some adjustments to my setting to improve performance of my system (avoiding channel conflicts etc)
I had to call support again that day, as later I experienced a new issue with my router… my Admin password was changed (this is the password needed to access setting on the router by going to 198.168.1.1).
By then support knew it was all a false alarm created by the actions taken to prevent mis-use of routers,which triggered (false/misleading ) alerts. I later received a swisscom text to ignore the previous alerts and take no action.
Later in the day my DECt / IP / cordless phone stopped working, so 2 support calls and many resets, reboots, and power cycling of devices later, no resolution and escalated to 2nd level support.
Turns out it is a system wide issue and not my system.
So far I have spend about 3 hours and support calls since friday, including the call I got a moment ago from technician who was due to come to my home this morning - the isn’t coming as it is a system fault they are working on centrally.

thanks.