internet stopping and starting with videos

Jennifer M. #21660

My internet at home is not working. It sticks and comes in and out when i watch videos. It is really slow. It was working a few days ago and working before, but now it keeps stopping in the middle of the videos. How can I fix it?

Mike

Did you already try to turn off and on the modem?

Or you can try to do a factory reset
Using a small, sharp object, press the modem’s reset button for 10 seconds.
Once your modem has restarted, follow the same instructions you used when you initially installed it.

This is a good start to troubleshoot your problem
https://fizz.ca/en/faq/my-wi-fi-network-slow-how-do-i-make-it-faster
Or this
https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it

If none of these can help, please contact the customer support by chat, from 8 AM to 9 PM everyday:
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- Connect to your Fizz account (if you have more than one, connect to the one that has the problem) by clicking « Login » in the top right corner at fizz.ca
- Click on this link: https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it
- The green chat bubble should appear after a few seconds in the bottom right corner.
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Do not hesitate to mark this answer as the best

Whizz

Hello Jennifer,
I have checked your account and connection from our end and everything is working perfectly from our side.
In this case, I suggest you make sure your modem is situated in a great position in your home and it has no obstacles that can interfere with your Wi-Fi signal.
Also, I suggest you have a look at the following FAQ https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it where you can find some useful troubleshooting steps.
If the situation persists, I suggest you contact our support department in order for them to assist you with this.
The contact methods for the support can be found on the FAQ https://fizz.ca/en/contact-us
Cheers!
Nicolae Bogdan

Elizabeth B. #5037

Sometimes restarting/ unplugging and replugging the modem does the job. Same thing with router extenders if you are using any. Good luck.