zero download speed, full upload speed?

mats Posts: 3
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.
- 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 [] with 32 bytes of data:
Reply from bytes=32 time=35ms TTL=251
Reply from bytes=32 time=34ms TTL=251
Reply from bytes=32 time=27ms TTL=251
Reply from bytes=32 time=13ms TTL=251
Ping statistics for
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 :
Tracing route to []
over a maximum of 30 hops:
1 4 ms 3 ms 3 ms hitronhub.home []
2 17 ms 16 ms 14 ms
3 17 ms 16 ms 25 ms
4 52 ms 16 ms 15 ms
5 33 ms 16 ms 15 ms
6 39 ms 19 ms 15 ms
7 38 ms 17 ms 15 ms
8 48 ms 18 ms 16 ms
9 37 ms 19 ms 14 ms []
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.
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.


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