FAQ
Here you will find an overview of frequently asked questions.
Good to know
We use our newsletter (registration via website) to inform our customers about upcoming maintenance work and link this to our network status section of the website. In this area you will find information on planned maintenance work as well as current and recent faults. Wherever possible, maintenance work takes place from 00:30 to 06:00. In this way, we want to ensure that our customers are not affected as much as possible.
No, there are no “basic connection fees” at fiberstream. Every customer can put together their own individual
offer. This means that you only pay for the services you actually use.
fiberstream fiber optic connection
In order for your connection to be activated, we need the details of your connection. If you already have a fiber optic socket, you will find the designation “OTO ID” on it.
The fiber optic socket is usually located in the multimedia distributor or in the living room.
Payment
Yes, you can. You will receive your invoice including payment slip monthly as a PDF file by e-mail.
Yes, we also offer paper invoices. However, this is subject to a charge.
You will receive your invoice in paper form by post. You can use the payment slip provided to pay your invoice via online banking or at the post office or bank counter.
Yes, we also offer paper invoices. However, this is subject to a charge.
You will receive your invoice in paper form by post. You can use the payment slip provided to pay your invoice via online banking or at the post office or bank counter.
Yes, with the direct debit procedure from the banks or Debit Direct from PostFinance, the invoice amount is automatically debited directly from your account after the due date. The direct debit authorization only needs to be set up once. An invoice with instructions for direct debit will be sent to you by e-mail for confirmation.
Yes, we also offer paper invoices. However, this is subject to a charge.
You will receive your invoice in paper form by post. You can use the payment slip provided to pay your invoice via online banking or at the post office or bank counter.
Yes, you will receive your e-bill where you can pay it – directly in your e-banking or e-finance account. Using this payment method, you can pay your invoice conveniently with just a few clicks of the mouse via e-banking (bank) or e-finance (PostFinance). You will also receive an electronic invoice in your online banking portal, which serves as a mailbox.
This is how it works:
- Log in to e-banking or e-finance
- Activate eBill: Select the menu item “eBill / e-bill” and activate the service.
- Log in to your company: Select Fiberstream 87 AG to receive your invoices digitally.
- fiberstream enters your data into the system
- The invoice appears in online banking
- You can approve the invoice with just a few mouse clicks
fiberstream digital TV und Replay TV
With Replay TV, you can watch programs and films up to seven days in the past and even move or save them in the recordings.
You can operate up to a maximum of four speakers (main speaker plus three additional speakers).
With our TV app (available for IOS and Android) you can also use your Replay TV subscription on the go.
Disconnect the appliance from the power supply, wait one minute and reconnect it to the power supply.
If you still have a problem, you can contact us on 055 524 01 24.
No, as long as your TV set is DVB-C compatible and you use the fiberstream digital TV service.
Newer devices do this by default. The DVB-C capability is noted in the TV manual.
Yes, with fiberstream digital TV you can connect as many devices as you like, the price remains the same. With fiberstream Replay TV, one box is required per TV set. The Replay TV box must be connected to the Internet with a LAN cable.
To ensure that your receiver can receive all TV and radio stations, a station scan is required during setup. The following setting parameters are required so that your device also adopts the order according to the station list:
Setting parameters for your DVB-C receiver
| Search mode: | fast |
| Network ID: | 300 |
| (Start) frequency: | 306 MHz 306`000 KHz |
| Symbol rate: | 6900 |
| Constellation/Modulation: | 256 QAM (possibly Auto) |
Setting parameters for your analog receiver
| Search mode: | automatic search |
| Further parameters: | not necessary |
fiberstream Replay TV Box
A search on the Replay TV Box is not necessary. You can re-sort the channel list if you wish.
Yes, the replay+ box can be used to rent movies via the integrated Sky app in the Sky Store.
If you have a digital TV with a recording function, you can already record and pause programs with fiberstream digital TV.
Regardless of your TV set, you can also do this with fiberstream Replay TV.
New regulations for Replay TV
You don’t have to do anything.
All existing customers with a fiberstream Replay TV subscription will automatically be switched to the new fiberstream Replay TV subscription in accordance with the new industry agreement. The price remains as before, with replay, recordings, pause and apps included.
Participating channels now show dynamic TV commercials, but you can skip the linear commercials again. The other channels continue to support replay, recording and pause with the usual forward and rewind functions. You can notify us in writing if you wish to switch to another subscription.
The current availability of replay in Switzerland is an absolute exception. In our neighboring countries and in other markets, replay rights must be negotiated separately with the individual broadcasters and for the respective programs. This means that Replay is subject to a fee and is only available for the programs and channels with which you have a contract. The nationwide availability of Replay across all channels in Switzerland is regulated in the so-called Common Tariff 12 (GT12).
Some broadcasters (mainly private broadcasters) have now noted that they are losing important advertising revenue with the existing Replay TV in Switzerland. In order to be able to continue offering the popular Replay TV at all, we as the entire TV industry in Switzerland have agreed on a compromise, which is regulated in the new so-called industry agreement.
Customers can continue to watch Replay TV as usual with the majority of TV channels.
Currently, only around 20 German and Swiss private television channels are planning to use the new advertising options (including RTL, Sat1, Pro 7, 3+ etc.). The current list of channels includes
- 3plus
- 4plus
- 5plus
- 6plus
- 7+ Family / NICK Switzerland
- kabel eins
- NITRO
- ProSieben
- ProSieben MAXX
- Puls 8
- RTL
- RTL ZWEI
- S1
- SAT.1
- SAT.1 GOLD
- SIXX
- TV24
- TV25
- VOX
Although customers have to watch commercial breaks and can no longer skip them as before, these commercial breaks are in any case shorter than the original linear advertising on the channel.
In future, there will be a “skip ad function” that can be added to the new TV subscription for CHF 6.50 per month. This will allow you to skip not only the replay ads, but also the ads with just one click.
SERAFE AG has been levying the household fee since January 1, 2019, replacing Billag. This fee is used to finance public radio and television broadcasters in Switzerland. It must be paid by all households and companies.
The GT12 levy relates to private TV broadcasters, which are mainly financed by advertising revenue and do not benefit from the household levy. They have lost important revenue due to the increasing use of replay TV.
The new regulation covers these failures. SRG stations and public broadcasters such as ORF, ARD, ZDF, BBC, etc. are not currently part of the industry agreement and advertising can continue to be overdubbed.
fiberstream telephony
If you also use your phone number on other devices (app, VOIP phone, softphone, etc.), you must also adjust the user ID after maintenance.
Example
User ID old: 4199555240124
User ID new: 41555240124
Yes, that is possible. To do this, select the corresponding item in the order process (keep existing number) and complete the porting form.
As a fiberstream telephone customer, you have the option of setting up emergency call forwarding. In the event of a fault (e.g. a defect in your telephone system), incoming calls are forwarded to a number of your choice. This ensures that no calls are lost. You can set up this call forwarding in the fiberstream telephone customer center. You will have received the login for this from us at the time of connection.
The revised Telecommunications Act has been in force since January 1, 2021. Among other things, this states that customers must be better protected against unfair advertising calls in future.
As a fiberstream telephone customer, you have the option of blocking advertising calls. You can make this setting in the fiberstream telephone customer center. You will have received the login for this from us at the time of connection.
fiberstream Mobile
Use our 24h SIM blocking service by phone call:
From Switzerland: 044 200 00 44
From abroad: +41 44 200 00 44
We recommend that you store a code for the lock screen on your cell phone. This prevents unauthorized access to your data.
If you also use your phone number on other devices (app, VOIP phone, softphone, etc.), you must also adjust the user ID after maintenance.
Example
User ID old: 4199555240124
User ID new: 41555240124
When porting an existing prepaid connection, you must confirm by text message that you wish to port away from your existing provider. You will receive a text message from your existing provider asking for confirmation. Reply to this SMS with “YES” to the number 499.
Example SMS: To confirm/reject your porting from xxxxx to GIB Mobile, please send “YES” or “NO” to the toll-free number 499. Thank you.
In Switzerland You can reach the mailbox from your cell phone by dialing: 076 333 33 33 or 086 + your mobile number 07x xxx xx xx. From another telephone, you can reach the mailbox by dialing 086 + your mobile number 07x xxx xx xx. To listen to the messages, press the * key. Enter your mailbox password followed by the # key. To delete a message, press the 2 key while listening to the message.
Abroad You can reach the mailbox by dialing +4186 + your mobile number 07x xxx xx xx. To listen to the messages, enter your mailbox password followed by the # key. If you do not know your mailbox password, press the * key. Your mailbox password will then be sent to your cell phone immediately by SMS. To delete a message, press the 2.35 key while listening to the message.
Contact available If you use this service, you will be notified by SMS as soon as your desired contact is available again. To activate, please send an SMS with the text CONTACT ON to the number 935. To deactivate, please send an SMS with the text CONTACT OFF to the number 935. Notify If you use this service, the end of the call will be notified by SMS as soon as you can be reached again. To activate, please send an SMS with the text NOTIFY ON to the number 935. To deactivate, please send an SMS with the text NOTIFY OFF to the number 935.
To activate, dial *67* destination number # and the call key.
To deactivate, dial #67# and the call key.
To activate call forwarding, dial *62* destination number and the call key.
To deactivate, dial #62# and the call key.
To divert all calls, dial *21* destination number # and the call key.
To deactivate, dial #21# and the call key.
To switch the mailbox on, dial *145# and the call key.
If you want to switch off the mailbox, dial #145# and press the call key.
Voice mailbox number: +41 763 333 333
The best way to avoid unintentionally high roaming costs abroad is to take the following steps:
Read the text message that is sent to you when you cross the border and find out about the applicable costs in the country in question. Switch off your voicemail box to avoid high costs. Make sure that “Mobile data” is deactivated. For example, updates for apps, emails and the like are only updated via WLAN.