Help Home Order

Order

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How can I order Salt Home?
How to benefit from the Switch offer (2 months’ Salt Home subscription for free to avoid double billing)?

It is easy to benefit from the Switch offer: 

  • Write to us at switch.offer@salt.ch.
  • Include your Salt billing account number (starting with 31 followed by 6 digits) in the subject line of the email.
  • Send us a copy of the termination confirmation from your previous operator. 

Once the request has been accepted, Salt will apply the discount to your next invoice. 

Important: While waiting for Salt to process the request, please settle your unpaid invoices.

I'm already under contract with another internet provider. How do I proceed?

After ordering Salt Home, you must terminate your contract with your current provider.

You can use the termination letter templates available on our website.

Important: before cancelling please check the terms and conditions of your current contract (notification period and the early termination fees). Should you have any question with this regard, please contact your current provider directly.

Tip: if you want to make sure you will have no early termination fees to pay, please indicate your current contract end date as wish date for the Salt Home activation when ordering.

Activation

Cancellation

What is the cancellation fee of my Salt Home order before activation?

If you cancel your Salt Home order before your services are activated, you will be charged an amount of CHF 499.95.

Date and fees

What are the activation fees for Salt Home?

Following activation fees apply: 

  • CHF 49.95 for the internet service (administrative procedures, complete equipment, installation of the fiber-optic outlet by an electrician if necessary).
  • CHF 49.95 for the TV service.
How do I find out the Salt Home service activation date?

After the order is completed and validated, the activation date is communicated to you via email.

If you cannot find the email in your inbox, please check the spam folder.

You can also follow the activation status in My Account → Subscriptions.

How long will it take to activate Salt Home?

The activation time of the Salt Home services depends on your situation.

You have a fiber-optic outlet (OTO):

  • If your fiber-optic outlet is correctly connected, your services can be activated within 10 working days.
  • If this is not the case, a technician will contact you to finalise the installation: you will be informed as soon as your order is processed.

You do not have a fiber-optic outlet (OTO):

The time required to install your fiber-optic outlet varies between 4 and 12 weeks, depending on the situation, from the start of processing your order.

Therefore, we invite you to wait for the installation of your fiber-optic outlet before terminating your services with your current operator to avoid any loss of service.

Who pays for the installation of the optical outlet (OTO)?
Where is the optical outlet (OTO) installed?

OTO outlet

I placed my order without entering the OTO-ID, what should I do?

If you know your OTO-ID, go to your customer account (Subscriptions → Internet) and enter the number displayed on your OTO outlet.

If you don't know or can't find your OTO-ID please reply to the email "Your request to Salt Home".

Kindly note that this number is mandatory in order to activate your fibre optic connection.

How much does it cost to have Salt Home installed in my home by a Salt technician?

To install Salt Home for free, discover our tutorial videos on this page.

If you require the assistance of a Salt technician at your home, you will be charged CHF 199.95 for this optional service.

It includes:

  • Fiber connection check-up
  • Unpacking and installation of your Fiber Box
  • Setup of the connection to your computer
  • Setup of the connection to your Apple TV 4K
  • Connection of your DECT telephone
  • Demonstration of the Salt TV interface & service

You can request this optional service separately during the order process or by contacting our customer care service on 0800 700 500.

How much does the installation of the optical fibre outlet cost?

In most cases, this service is included in the activation fee. However, in some special cases (condominium building, single-family home, division of a property, construction of an additional apartment, etc.) you may be charged for additional costs for the installation of the fibre optic plug.

If you wish to move an already existing optical fibre outlet to a different room, the removal and reinstallation are not included in this service and will be at your cost.

The service includes exclusively the installation of the optical fibre outlet (and not the device setup).

The installation costs are approximately CHF 400.- to CHF 800.-.

What is an "OTO ID" and where do I find it?

For all the details (what are ID, ports and where to look for them?) visit our dedicated page.

Which precautions do I need to take with the fiber optic cable?
  • Handle with care.
  • Do not touch the cable ends after unplugging them.
  • Do not leave the cable ends unplugged.
  • Do not try to clean the cable (neither blow nor rub on textiles).
  • Do not bend the connectors.
  • Do not pinch the cable.
  • Do not make any tight knots with the cable.

Delivery

How do I find out the delivery status of my equipment?

During the activation of your Salt Home connection you will receive several emails informing you about the status of your order. You will also receive a consignment number by email, allowing you to manage the delivery on the Swiss Post website.

You can also check the delivery status of the equipment in My Account → Subscriptions.