Phone or internet contract — Ombudscom · Switzerland

Direct answer

Telecom providers have a legal complaints procedure with a deadline, and a regulator behind it. Complain to the provider in writing first — billing, speed far below the contract, a line down for days, a switch you never asked for. If they do not solve it within the deadline, Ombudscom — Schlichtungsstelle Telekommunikation (031 310 11 77) — the telecom regulator or its dispute service for Switzerland — decides for free, and providers follow. Stiftung für Konsumentenschutz (SKS) (konsumentenschutz.ch) helps with contract terms; Friedensrichter / Schlichtungsbehörde (ch.ch) is the general dispute body if the case is about the sale rather than the service.

Call firstOmbudscom — Schlichtungsstelle Telekommunikation

Report toStiftung für Konsumentenschutz (SKS)

If that failsFriedensrichter / Schlichtungsbehörde

🗣️ What to say

"Contract [number]. Since [date] [the line is down / the speed is [x] instead of [y] / the invoice charges [item] I never ordered]. I make a formal complaint and ask for [repair / correction / release from the contract] within the legal deadline. I pay the undisputed part meanwhile."

🪜 Step by step

Complain to the providerIn writing, "formal complaint", contract number. Note the date — the deadline starts here.
Measure and recordSpeed tests at different times, outage dates, screenshots of the contract's promised speed.
Know your exitsA line consistently far below the promised speed, or a price increase mid-term, lets you leave without penalty under EU telecom rules.
Escalate to Ombudscom — Schlichtungsstelle TelekommunikationFree dispute resolution; the decision is usually binding on the provider.
Switch without a gapNumber portability is a right and takes one working day; the new provider handles it.

📇 All contacts

Ombudscom — Schlichtungsstelle TelekommunikationDispute resolution with telecom providersAfter complaining to the provider without a solution📞 031 310 11 77 🔗 www.ombudscom.ch

Stiftung für Konsumentenschutz (SKS)Advice, template letters, complaints deskWhen the seller refuses🔗 www.konsumentenschutz.ch

Friedensrichter / SchlichtungsbehördeMandatory conciliation before court, cheapSimplified procedure up to CHF 30,000🔗 www.ch.ch/de/gerichte

SECO — Unlauterer WettbewerbReport unfair business practicesFor misleading ads, subscription traps, fake shops🔗 www.seco.admin.ch/seco/de/home/Werbe_Geschaeftsmethoden.html

❓ Frequently asked

They switched me to a new plan without asking

Not allowed. Demand the old plan back in writing and complain to Ombudscom — Schlichtungsstelle Telekommunikation; unrequested changes are a recurring enforcement topic.

Can I cancel because the speed is bad?

Yes, if there is a significant, continuous or regular discrepancy between the real and the contractual speed. Keep the measurements.

The outage lasted a week — compensation?

Many countries oblige a credit per day of outage after a report. Ask for it explicitly; providers rarely add it themselves.

📎 Sources

Last checked: 2026-09-26

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“internet provider complaint Switzerland”
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