Im new, experiencing constant disconnections while video-calling, will it get fixed or I need to swi

Hootan

Hi,
I am just an ordinary user and new on Fizz. I am experiencing lots of disconnections during video calls which never happened priviously with the old provider and 5 yrs old modem (vs the brand new Fizz modem)and router. It is obvious that receiving data subsides dramatically for few seconds and then gets back to normal, me receiving nothing on my end but my contacts are.

Mike

Probably you have a problem with the wifi, try to see if you go closer to the modem or connected with the cable you have the same problem
I had the same problem with one of my coworkers today, she have bell with terrible wifi signal

You can try to disable the band steering

- 1. Log in at: 192.168.0.1 from the web browser of any device.
- 2. Log in using the following information:
Username: cusadmin
Password: xxxxxxxx (Password you chose during initial setup)
- 3. Go to the next section to apply changes:
Wireless → General Settings → 5GHz → Band Steering (Disable)

Check this guide
https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it

Hootan

This is an answer to Mike's:
1- I'm living in an studio where I can not go farther than 5 meters away from the modem, still having same issue in one foot range!
2- I assume that if it was a wifi issue, that would affect both receiving and sending, not receiving only!
3- I know some providers may have their own issues, but there are still lots of them not having any! For example, my old on! So this comparison does not sound helpful to me, with all respect.
Thank you for providing me the procedure but I would like to make sure that it is not an issue on Fizz part, since I read loads of reviews about same issue elsewhere.

AntonioMar

have you tried to connect trough the cable, to make sure if not a wifi problem?

Hootan

Dear MgFizz,
Considering a brand new modem and a new contract, the answer is no. And as I mentioned earlier, this is just the matter of video calls that I make'm on phone. For video streaming and uploading/downloading, no issues where observed by far.

AntonioMar

Is it happening with just one video-calling application or with all of them, could you,please, specify.

Mike

At the distance you are not suppose to have this kind of problem, what I will try to change the fréquence used by the Wifi
Do you have the 10Mbps plan? This plan has only 1.5 Mbps upload
It can be a congestion in your area too

Did you try to contact the support, to test the modem signal?

Hootan

@MgFizz:
Yes, its all the same with other apps and the thing is I can see it gets frozen for few secs when I monitor the downloading processes.

Hootan

@ Mike,
It aint 10 mbp plan, 15 it is. But would like to mention that the old one was 5mbp, never showing me same issue!
I need some Fizz technician to have a look on it
Could you please provide me the support link? I can not find the chat bubble anywhere!

jeffstp

For the chat go there https://fizz.ca/en/contact-us and follow the instructions. Dont forget to authorise fizz.ca in the popup blocker of your navigator

sasadrine

If you are videocalling during peak hours (6pm to 11pm), the network may be slow due to traffic congestion (too many people!). I did notice that it is better since Netflix and Youtube reduced their video quality.

Stéphanie M. #15589

Sometime a hard reboot of the router is clearing some issues.
Hope you find a solution. Best luck with a technician.

Whizz

Hello Hootan,
I apologize for the situation you've encountered, I suggest you reach out to our support where you can have it resolved.
Our contact methods can be found on the following FAQ https://fizz.ca/en/contact-us, you need to be connected into your account and click on Help, which is on mid-right of your screen, then click on Contact Us, or simply click on the link I've provided.
Keep in mind that the answer on Facebook messenger is not in real-time and a delay can be between your question and our answer, that is why I suggest you contact us by chat for a better resolution in realtime.
Have a good one!
Nicolae Bogdan