Please enable JavaScript for better browser functionality

My Swisscom

E-Mail

myCloud

TV

Network status

Find a shop

Contact

My Swisscom

E-Mail

myCloud

TV

Network status

Find a shop

Contact

Plans & Rates

Devices & Accessories

Help & Services

Sony Xperia XZ

Change device

Sony Xperia XZ

Sony Xperia XZ

Go to Supplies Device is defective (display, water, casing)

Troubleshooting

If your device isn't working properly, you can try several solutions to solve the problem.
In most cases you can solve the problem by following these guidelines:

Sony Xperia XZ

Cause 1 of 6: There are no available WLANs

If there are no available WLANs, you can't access the Internet using WLAN.

Solution: Find an area with available WLANs.

We are pleased that your problem was solved.

Cause 2 of 6: You're connected to a WLAN but you're not logged on

Some WLANs require that you log on.

Solution: Open the browser on your mobile phone and try to load a website. The browser is directed to the start page of the WLAN. Follow the instructions to log on.
If you can't log on to the WLAN, deactivate WLAN on your mobile phone and connect to the Internet using the mobile network.

Step 1 of 11

Press Chrome.

Step 2 of 11

Press the address bar.

Step 3 of 11

Key in the address of the required website and press the confirm icon.

Step 4 of 11

Press the menu icon.

Step 5 of 11

Press the star.

Step 6 of 11

Press EDIT and edit the name of the bookmark.

Step 7 of 11

Press the return icon.

Step 8 of 11

Press the menu icon.

Step 9 of 11

Press Bookmarks.

Step 10 of 11

Press the required bookmark.

Step 11 of 11

Press the home icon to end the session and return to the Home screen.

1 Find "Chrome"

Press Chrome.

2 Enter a web address

Press the address bar.

Key in the address of the required website and press the confirm icon.

3 Add the current website to your bookmarks

Press the menu icon.

Press the star.

Press EDIT and edit the name of the bookmark.

Press the return icon.

4 Go to a bookmark

Press the menu icon.

Press Bookmarks.

Press the required bookmark.

5 Return to the Home screen

Press the home icon to end the session and return to the Home screen.

We are pleased that your problem was solved.

Cause 3 of 6: You're not connected to a WLAN

You can't access the Internet using WLAN, if you're not connected to a WLAN.

Solution: Establish connection to a WLAN.

Step 1 of 6

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Step 2 of 6

Press Wi-Fi.

Step 3 of 6

Press the indicator below "Wi-Fi" until the function is activated.

Step 4 of 6

A list of WLANs within range is displayed.
Press the required WLAN.

Step 5 of 6

Follow the instructions on the display to select security settings, if required.
Press CONNECT.

Step 6 of 6

Press the home icon to end the session and return to the Home screen.

1 Find "Wi-Fi"

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Press Wi-Fi.

2 Activate WLAN

Press the indicator below "Wi-Fi" until the function is activated.

3 Connect to WLAN

A list of WLANs within range is displayed.
Press the required WLAN.

Follow the instructions on the display to select security settings, if required.
Press CONNECT.

4 Return to the Home screen

Press the home icon to end the session and return to the Home screen.

We are pleased that your problem was solved.

Cause 4 of 6: A connection is rejected by a WLAN

If a connection is rejected by a WLAN, you can't access the Internet using WLAN. WLANs use different security settings. If you can't connect to a WLAN, you may need to change the security settings.

Solution: Contact the WLAN administrator to obtain the correct security settings.

We are pleased that your problem was solved.

Cause 5 of 6: WLAN isn't activated on your mobile phone

If WLAN is deactivated on your mobile phone, you can't access the Internet using a WLAN.

Solution: Activate WLAN.

Step 1 of 6

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Step 2 of 6

Press Wi-Fi.

Step 3 of 6

Press the indicator below "Wi-Fi" until the function is activated.

Step 4 of 6

A list of WLANs within range is displayed.
Press the required WLAN.

Step 5 of 6

Follow the instructions on the display to select security settings, if required.
Press CONNECT.

Step 6 of 6

Press the home icon to end the session and return to the Home screen.

1 Find "Wi-Fi"

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Press Wi-Fi.

2 Activate WLAN

Press the indicator below "Wi-Fi" until the function is activated.

3 Connect to WLAN

A list of WLANs within range is displayed.
Press the required WLAN.

Follow the instructions on the display to select security settings, if required.
Press CONNECT.

4 Return to the Home screen

Press the home icon to end the session and return to the Home screen.

We are pleased that your problem was solved.

Cause 6 of 6: The WLAN is using a hidden SSID

If the WLAN is using a hidden SSID, you won't find the WLAN when searching for available WLANs. You can only connect to a WLAN using a hidden SSID if you know the correct SSID.

Solution: Key in SSID and security settings manually on your mobile phone.

We are pleased that your problem was solved.

Unfortunately, we can't solve the problem with your device.

We suggest you try updating the device software if you haven't done so recently. Manufacturers often use software updates to add new functionality and resolve problems.

If this doesn't help, please visit our My Service webpage for more help.

Was this helpful?

The solution is faulty

I did not understand the solution

I did not find the solution

I did not find my device

My e-mail address for inquiries (optional)

Send this article to a friend

Required information *