Home internet problem

Joäo R. #24046

Hi,
I have been experiencing some problem with my fizz internet for the last 4 days. I have some very slow internet sometimes, as well as high packet loss. Sometimes I also get disconnected for 15 sec. I don't know if theres some fizz problem or it's my router. On my router interface it's says that the Wan dns isn't working properly (So Fizz DNS)
I've never had problem with fizz internet so I wonder if I'm alone here or not.
Thanks!

Fizzy

Hi Joäo

Please try unplugging your modem from the electrical outlet for at least 1 minute. Also unplug the coaxial cable from the coaxial outlet and the modem respectively, then plug it back in the outlet first and then in the modem, then try restarting the modem.

If there is no improvement, you can also try a factory reset of the modem by using a sharp object to press and hold on the small button found behind the modem for 10+ seconds, then let the modem reboot itself and test the connection. Be aware that you may need to redo the modem configuration.

If the problem persists, you can also contact customer support by chat, from 8 AM to 9 PM every day:

1- Connect to your Fizz account by clicking « Login » in the top right corner at fizz.ca
2- Any ad blockers in your browser should be disabled.
3- Click on this link: https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it
4- The green chat bubble should appear after a few seconds in the bottom right corner.

Andrée

Hi Joäo,
I am sorry you are experiencing problems with your internet.
Is everything back to normal ?
If not, do not hesitate to contact Fizz support for assistance with this :
To do so, log into your Fizz account.
Make your way to the Solution Hub.
On the help page pertaining to your issue, click on the chat bubble located in the lower right-hand corner.
The chat service is available every day from 8 a.m. to 9 p.m. EST. The chat bubble won’t appear outside of these business hours.

Whizz

Hi Joäo,
Having checked in my tools, I can see that there is currently an incident reported in your area and this interferes with the network connection to that specific node. Rest assured, a team has been dispatched on-site to deal with this and remedy the matter as soon as possible.
Thank you very much for your understanding.
Have a good one!
Andrei