zero download speed, full upload speed?
2 days ago my internet stopped working. If i'm lucky I can load a webpage, but 99% of the time the request times out. Maybe someone can make sense of this information and help me fix the problem.
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- The problem is not on my side of the modem. I work in IT and Fizz support already asked me if my microwave was close to my modem, so obviously that part of the troubleshooting is done.
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- On one of those lucky occasion, I managed to load a speed test. 0.1Mbps down and my full 20mbps up.
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- I can still ping websites :
Pinging google.ca [172.217.13.131] with 32 bytes of data:
Reply from 172.217.13.131: bytes=32 time=35ms TTL=251
Reply from 172.217.13.131: bytes=32 time=34ms TTL=251
Reply from 172.217.13.131: bytes=32 time=27ms TTL=251
Reply from 172.217.13.131: bytes=32 time=13ms TTL=251
Ping statistics for 172.217.13.131:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 35ms, Average = 27ms
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- Here's the trace for google.ca :
Tracing route to google.ca [172.217.13.131]
over a maximum of 30 hops:
1 4 ms 3 ms 3 ms hitronhub.home [192.168.0.1]
2 17 ms 16 ms 14 ms 147.253.85.1
3 17 ms 16 ms 25 ms 10.170.154.149
4 52 ms 16 ms 15 ms 10.170.154.150
5 33 ms 16 ms 15 ms 10.170.154.110
6 39 ms 19 ms 15 ms 72.14.205.46
7 38 ms 17 ms 15 ms 108.170.251.49
8 48 ms 18 ms 16 ms 108.170.231.55
9 37 ms 19 ms 14 ms yul02s05-in-f3.1e100.net [172.217.13.131]
Trace complete.
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- As far as I can tell, nothing physically changed around my house. Internet was working fine one night and didn't work the next morning.
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- The speed test in the fizz android app just times out.
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- All the lights on the modem are ok. From the top down : Green, Light blue, Darker blue, Green, Blinking green, green and green.
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- I did the unplug - wait 10sec - plug back in at least once a day.
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- I also did a factory reset.
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Thanks.
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Update 1 : Last night I was sitting at my desk and I saw a Videotron technician in front of my neighbor's building. By talking to him I learnt the following :
-
- My neighboor has the exact same problem, the internet stopped working on tuesday morning.
-
- They had the same problem last september and it took a month before the issue was resolved. (Hopefully someone remember what the problem was and it can be fixed quickly...)
-
- The technician checked all the cable between our buildings and the pole and assured us the problem lies somewhere upstream.
-
- The problem is not on my side of the modem. I work in IT and Fizz support already asked me if my microwave was close to my modem, so obviously that part of the troubleshooting is done.
-
- On one of those lucky occasion, I managed to load a speed test. 0.1Mbps down and my full 20mbps up.
-
- I can still ping websites :
Pinging google.ca [172.217.13.131] with 32 bytes of data:
Reply from 172.217.13.131: bytes=32 time=35ms TTL=251
Reply from 172.217.13.131: bytes=32 time=34ms TTL=251
Reply from 172.217.13.131: bytes=32 time=27ms TTL=251
Reply from 172.217.13.131: bytes=32 time=13ms TTL=251
Ping statistics for 172.217.13.131:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 35ms, Average = 27ms
-
- Here's the trace for google.ca :
Tracing route to google.ca [172.217.13.131]
over a maximum of 30 hops:
1 4 ms 3 ms 3 ms hitronhub.home [192.168.0.1]
2 17 ms 16 ms 14 ms 147.253.85.1
3 17 ms 16 ms 25 ms 10.170.154.149
4 52 ms 16 ms 15 ms 10.170.154.150
5 33 ms 16 ms 15 ms 10.170.154.110
6 39 ms 19 ms 15 ms 72.14.205.46
7 38 ms 17 ms 15 ms 108.170.251.49
8 48 ms 18 ms 16 ms 108.170.231.55
9 37 ms 19 ms 14 ms yul02s05-in-f3.1e100.net [172.217.13.131]
Trace complete.
-
- As far as I can tell, nothing physically changed around my house. Internet was working fine one night and didn't work the next morning.
-
- The speed test in the fizz android app just times out.
-
- All the lights on the modem are ok. From the top down : Green, Light blue, Darker blue, Green, Blinking green, green and green.
-
- I did the unplug - wait 10sec - plug back in at least once a day.
-
- I also did a factory reset.
-
Thanks.
-
Update 1 : Last night I was sitting at my desk and I saw a Videotron technician in front of my neighbor's building. By talking to him I learnt the following :
-
- My neighboor has the exact same problem, the internet stopped working on tuesday morning.
-
- They had the same problem last september and it took a month before the issue was resolved. (Hopefully someone remember what the problem was and it can be fixed quickly...)
-
- The technician checked all the cable between our buildings and the pole and assured us the problem lies somewhere upstream.
10
Answers
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Hello mats,
After checking your account I could see that you need to contact our support department, which can be found over the link https://fizz.ca/en/contact-us
In the meantime, I suggest you check the FAQ https://fizz.ca/en/faq/my-modem-connected-cable-my-connection-keeps-cutting-out-how-do-i-fix and when you contact our support department, please provide them a picture of your modem's lights and some speed tests done on Videotron's website.
I apologize for this unpleasant situation.
Cheers!
Nicolae Bogdan1
This discussion has been closed.