Internet L inOne Home

Mr.Krabs

At the end of March, I was at a Swisscom shop where I was talking with a Swisscom employer. He told me that all installation costs from the building basement to the apartment are covered by them. The same day I ordered the Internet L package (inOne Home) I got only an email with the order confirmation. After almost 2 months I called them a second time and they told me that I need to pay for installation costs and on the same day, they sent me online all papers like contracts and that stuff. In contract says max speed 500/100MBit. I would never take Swisscom for internet provider for that price and that speed. Never! In 2 months, they didn't get in contact with me, and they have enough time to install fiber in my apartment. Does anyone have a similar experience? I am really disappointed with this scam.

Black Mamba

@Mr.Krabs

thank you for the contribution

this situation is indeed regrettable

for any administrative complaint

please contact the Swisscom Hotline directly

Residential customers: contact us via call, chat, text | Swisscom

Mr.Krabs

@Black Mamba

thanks for your answer! I have already done that. They told me that we need to pay for that.

That's the reason why I'm searching here for someone with a similar experience.

Gaeilgeoir

@Mr.Krabs I fortunately did not have a similar experience. But I ordered not only the Internet L, but also TV and fixed network. Did you ever check, the maximum speed at your address? If not, you can do this here:

https://www.swisscom.ch/en/about/network/fibre-optics-network-expansion-map.html

The value which is shown here is the maximum, possible.

Mr.Krabs

@Gaeilgeoir yes I did. It's 10 Gbit. The problem is in the fiber network socket in my apartment. I don't have it, but we have a fiber network in the building and my address is available for fiber internet. Swisscom told us that they are covering all costs. Now, when we need to get our fiber internet, they say something else.

Gaeilgeoir

@Mr.Krabs This sound a bit strange to me, because I had the same situation (1GB was shown on the page before, at that time, that's what I got) a couple of years ago and everything worked absolutely satisfying. They installed the fiber network socket in my flat and the fiber network was already installed in the building. The installation to my flat was included. I was going to that person, I talked immediately when they told me to pay for the installation after it was agreed otherwise. Unfortunately I (client like you) can't help you, I can only ask @LeylaG to take a look on this really unpleasant issue.

Mr.Krabs

@Gaeilgeoir yes it's really strange. There would be no problem if they told me that I need to pay for that. But they told me that they are covering the costs because I'm not the owner of the building. If they told me that I need to pay like 500 CHF ok, I would consider that. But now, 2 months after I ordered new and my first subscription at Swisscom, I got this problem! For me, it's not normal that someone who has fiber at home and 10Gbit/s pays 125 CHF, and I who don't have installed fiber socket pays 125 CHF too but for 500Mbit/s. Nonsense! The most stupid thing that I heard today when I talked with them, is that in these 2 months, they didn't get any contact with my landlord administration (Verwaltung). Swisscom waited 2 months for my call, and today I got my contract (after my call) but with info that they don't cover costs of installation. Covering costs was the most important reason why I chose Swisscom.

LeylaG

Hello @Mr.Krabs

I am sorry if you had a bad experience ordering your Internet connection. I guess there is probably a misunderstanding here.

The technical infrastructure to the building entry point and the installation of the fiber socket are free.

The activation fee is CHF 89.-, but currently offered.

The only fee I can imagine are the costs of a private electrician to connect your flat to the building entry point. Indeed, if you couldn't provide the name of the last tenant or if we couldn't track his previous line, you need to call an electrician to make the connection. Please note that this process is for a VDSL activation and not for a fiber one.

Hope it helps!

Mr.Krabs

Hello @LeylaG

Thank you for your response. I'm living in this apartment for the last 5 years. I don't know who was living there before me. I have a VDSL socket in my apartment and I have an internet connection. There is already fiber in my building, someone just needs to connect it to my apartment and change that socket or just install a new one.

LeylaG

Hello @Mr.Krabs

I checked your file and noticed that your order is for a VDSL (copper) activation. I guess the fiber was not available when you placed the order.

I asked a specialist to contact you to place a new order and install the fiber socket (for free).

Have a good day

Mr.Krabs

@LeylaG It was available, I checked that a few times 🙂 that was the reason why I choose Swisscom.

Do you need any more info from me maybe?

Btw. thank you so much for your help 🙂 I wish you a good day too ❤️

LeylaG

@Mr.Krabs You are welcome. Sorry for the inconvenience and thank you for your patience 🙂

Mr.Krabs

@LeylaG the most important is, that now is everything ok 🙂 I got an email and I'm waiting for a call from an electrician.

Thank you so so so much once again!

@Gaeilgeoir thank you too for tagging @LeylaG

Thank you all!

Gaeilgeoir

@Mr.Krabs You're welcome. Happy to see that it is going the "normal" way now 😀.

Black Mamba

@Mr.Krabs

thanks for feedback

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