My modem wont connect to the internet

mathieu B. 31173

So it’s been hours. My modem cant connect to the internet. I’ve tried everything and even the factory reset couldn’t change it. I tried to contact support and even videotron but no one in this company seems to know how to fix my problem. There’s no outage in the area... just me. How do I contact real support? because your forums didn’t help so far

Takion

What lights do you have on your modem and the colors

Victor C. #1356

It will help, if you tell us what lights do you see, can you login to your modem?

mathieu B. 31173

The power button
The @ from time to time
The up arrow and down arrow
The 2.4g
And the one over that looks like a little house/window

Victor C. #1356

Can you login to the modem? do you have a cat45 cable to connect to the modem?

Fizzy

The blinking @ means the modem is trying to establish a connection to the Fizz network.

Check the coaxial cable connection

The coaxial cable must be properly screwed in on both ends.

If needed, change the coaxial cable for a new one.

mathieu B. 31173

The 5g is now on but the house/window disappeared.
I only have access to one end of the coaxial cable.
I don’t have any 3g on my phone so i can’t even check the forum for answers while being at my place.
The wifi is still out

mathieu B. 31173

I tried to log in to my modem as well, i did all you guys told me to. Can i request a technician to check whats wrong?

M T. #338

In order to contact Fizz support you need to be connected to Fizz and open any help page.
You'll see a bubble chat at the bottom right in about 15 seconds.
.
Try this link to initiate a chat with Fizz (don't pay attention to the content of the page), look at the bottom right of your screen https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do
.

Victor C. #1356

this is not normal, you need a technician, and that should be free of charge, contact Fizz to schedule a visit