Internet connection cutting all the time?

Jimmy D. #31428

Hi,
I get between 2 and 10 Internet cutout a day (that I'm aware of).
I was with EBOX until last week, and had all those cutouts, so I thought maybe switching to Fizz would fix my problem but it didn't.
The behaviour I experience is very similar to unplugging/plugging the coax cable.
It really feels like there is a problem with the cable outside. Who's responsible for this cable?
Thanks,
Jimmy.

Mike

This it means that you have a problem with your coaxial cable.

If you have problems with the internet stability, read these FAQ:
1- https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it
2- https://fizz.ca/en/faq/my-wi-fi-network-slow-how-do-i-make-it-faster

If your problem persist after having followed the guide, you can contact Fizz support by chat, from 8 AM to 9 PM everyday:

1- Connect to your Fizz account by clicking « Login » in the top right corner at fizz.ca (THIS IS IMPORTANT)
2- Open any of the Fizz FAQ help links above
3- The green chat bubble should appear after a few seconds in the bottom right corner.

Lieux

Jimmy I don’t know if you already tried that.
Try manually selecting different Wi-Fi channels on your modem
A series of channels are available on each frequency (2.4 and 5 GHz) of your Wi-Fi modem. Interference can have an impact on these channels.
Manually changing the channels used for your Wi-Fi connection can improve your modem’s signal.
There are two ways to manually change Wi-Fi channels.
Option 1: With the Fizz Wi-Fi app.
1. Once in the app, choose My Wi-Fi.
2. Select your Wi-Fi network.
3. Select Advanced settings.
4. You’ll see Wi-Fi Channel 2.4 and Wi-Fi Channel 5. Select a different channel for each frequency.
Choose a channel that’s far from the one your modem currently uses, and test it for a few days to see whether things improve or not. Ex. Go from channel 6 to 11. Or, from channel 6 to 1.
Option 2: With a browser.
1. Connect to your Wi-Fi network.
2. Open the browser on any device, and enter the address 192.168.0.1
3. Log in using these credentials:
Username: cusadmin
Password: (Enter your password, the one you chose when you initially configured your network)

4. In the green bar, select Wireless.
5. Then select:
General settings
5 GHz and/or 2.4 GHz
Wireless channel

6. Select a different channel.
Choose a channel that’s far from the one
your modem currently uses, and test it for a few days to see whether things improve or not. Ex. Go from channel 6 to 11. Or, from channel 6 to 1.
https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it

MichelP

Jimmy,
It seems you had already a problem with the coaxial câble with your previous internet provider.
Please,
Contact the Fizz customer service by chat.
Talk to them about the difficulties you are experiencing with your internet connexion.
Mayse, they will be obliged to fix an appointment with the technician to your appartment.
To chat:
First,log to your Fizz account.
Click on:
https://fizz.ca/en/faq/my-modem-connected-cable-my-connection-keeps-cutting-out-how-do-i-fix
Click on the green chat bubble when you see it down to the right of the page.

Mastaiso

Hi Jimmy,
You should have an issue with the coaxial cable. Contact Fizz and have them look into this issue https://fizz.ca/en/contact-us

Fizzy

Hi Jimmy

If you are using wifi, try connecting your computer directly to the modem with an ethernet cable to see if the problem persists.

If the problem persists with an ethernet connection, then it is likely an issue with the coaxial cable as you mention. If the Fizz modem is plugged directly to the coaxial cable coming into your home from the outside, then Fizz (consequently Videtron) is responsible for this cable.

If the coaxial cable in your home has been extended or has visible connectors extending the cable, then it can be the home owner who is responsible for this part of the cable.

So_AR

Did you ask Fizz support if they can check the quality of you line?

Whizz

Hello Jimmy,
I am sorry for the situation encountered.
I have verified in my tools and the modem is online, and the signals are alright now. However, there is no work carried out in your area affecting the services.
Can you please check if the cables are well inserted and test in another outlet?
Please contact us on Live Chat in order to do the rest of the manipulations, and find a solution. You can also check our page: https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it
Here you can find how to contact us: https://fizz.ca/en/contact-us
Have a wonderful day!

Adelina