swisscom only own the lines to such a distance. The lines inside your home are the responsibilty of a local electrical or telelphone trained company. I believe this is only to create work for other companies and make our lives difficult.
It is normal, but only within Switzerland. In North America, we would get our hands slapped for touching telelphone lines, here, Swisscom get their profits.
Depending on the installation, you should be able to ask for a Swisscom rep to come and help sort your problem. As long as they don't have to pull any wires in, they should be able to help you.