Major speed issue in Gatineau?

Martin P. #5819

Hi, I'm in the Ottawa/Gatineau area and getting major speed issues in the evenings for the last month. Anybody else with speed issues? I'm on the 60 mb plan and running 1 netflix and 2 xbox and the speedtest is at 2 mb.
I tried everything with this modem without any results. So i'm thinking the modem cannot take the load (it as a very week cpu) or there is congestion in my area/neighborhood.

Mike

Hi Martin,
if your problem is during the evening it can be a congestion in your area

But this can be solved only by the support, the only thing that you can try to turn off the modem and the factory reset. However, if the problem is only at a specific period, the problem seems to be a congestion.

I will try to change the wifi channel
You may benefit from disabling auto channel selection in your modem admin settings, and selecting a specific channel. You can find which channel is least congested by using a smart phone and downloading a WiFi analyzer app, which will show you the channels of nearby devices.


here's how to contact customer support by chat, from 8 AM to 9 PM everyday:

1- Connect to your Fizz account (if you have more than one, connect to the one that has the problem) by clicking « Login » in the top right corner at fizz.ca
2- 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
3- The green chat bubble should appear after a few seconds in the bottom right corner.

Martin P. #5819

Had to re-post since a wrong answer was given on my previous post. So the speed issue was with the Fizz network in my neighborhood. I don't expect Fizz to do something about that but they should at least be able to know the number of clients in a sector.
I upgraded to Oxio, same speed and cheaper. Speed never degraded.
I can confirm that it was not the modem/router or any of my devices that were the issue.

Fizzy

Hi Martin

Sorry to see you go. I guess Fizz support was unable to help in your case or you couldn't wait.

Martin P. #5819

Seams like Fizz does not have a second level support. Support was like a broken record of reboot modem, disconnect devices, run speed test.
I know it's the basics but after 4 calls we should be doing something else. And I find it sad that a client cannot choose which answer was best in the community forum. It might put people on the wrong track.

Mando1

Hi Martin,
You should try reaching out to Fizz support when the problem occurs (before 9pm).
To reach them you will have to 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.

Martin P. #5819

I contacted support 4 times

Simon

Hello Martin! It might not be related, but I've had serious issues ever since the day of the USA election (https://community.fizz.ca/questions/2516151-internet-speed-reliability-day-usa-elections).
Do you think it's related ...?

Fizzy

Martin, sorry you did not have a great experience with Fizz.

To close your question at any time, you can click on the green Make Best Answer button.
Unfortunately you cannot pick your own reply as the solution and once the question is closed, users can no longer post new replies.

Whizz

Hello Martin,
We're sincerely sorry to hear about this situation. Checking your account, I see that indeed you've contacted us regarding this and we provided manipulations, based on what our tools were showing us. I also see that currently, the internet plan has been deactivated.
We're truly sorry that you've chosen to not remain with us, hopefully you will wish to try our internet services once again in the future! If you need additional assistance, for all the information on how we can be reached you can check our page:  https://fizz.ca/en/contact-us
Thank you so much and I wish you a wonderful day,
-Ioana