Internet come and go?

Aleesa

Hello! I need help. I have fizz internet. I am the only person in my house using the internet (which means I have 2 connected devices with a 30g plan). My wifi keeps saying "connected without internet ".I have restarted my devices. I have unplugged the modem, I have restarted the modem and still nothing. I have the fizz for less than a week and it it causing me problem. One moment I'm connected and the next I'm not.Please help

MichelP

Alees a,
Have you try to reset your modem?
Insert a needle 35,40 seconds into the reset button located back in the center of the modem. Released it after until you see after 3, 4 minutes all the lights coming back of the modem.
You'll see on the screen of your computer the page: Easy connect.
You just have to type twice your password.
Your internet connection is supposed to be fonctional again.
If you still have problem,
Please, contact the Fizz customer service by chat from 8h00 to 21h00.
To chat easyly:
First, connect you to your Fizz account.
Then, types this adress:
https://fizz.ca/en/contact-us
Wait a few seconds until you see the green chat bubble down to the right of the page.
When you see it, click on it.
Your chat session with Fizz begins.

Domenico C. #4571

Before using Fizz, were you using a different cable internet provider at the same address? If so, did you have flawless service? If not (and you have ruled out any issues with the modem by resetting your modem, as suggested by MichelP above), you may have an issue with your connection to the Videotron network. You should contact Fizz via chat to schedule a technician to come out and check your outside cable connection to the network.

Aleesa

Thanks!! I'll try these out. If it goes out again, I'll contact videotron.

Whizz

Hello Aleesa,
I apologize for the situation you've encountered, I suggest you reach out to our support where you can have it resolved.
In the meantime, I suggest you have a look at the FAQ https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it for some steps to follow.
If the situation persists, please contact our support department.
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

Fizzy

Hi Aleesa,

I find an optimum approach is to try some troubleshooting. First determine whether this is problem with the wifi only or with your internet connection as a whole, you should try connecting a device directly to the modem via ethernet connection.

If the problem does not occur via cable connection, then it is solely a wifi issue. In this case, you can follow the advice on the link given above by Whizz / Fizz team member.

If the issue with wifi persists and you already have your own router, you can opt to use your own router by changing the modem to bridge mode. In some cases, your own dedicated router may better suit your needs compared to the combo device supplied by Fizz. https://fizz.ca/en/faq/how-can-i-use-my-own-wi-fi-router-fizz

Mehdi B. 4237

Reset or contact support team