Internet speed much lower than my plan?

Princessa

My internet plan is 15 download speed and 10 upload speed. However, the internet seems to be much slower. I have done the speed test on speedtest.net and got an upload speed of 4.4 and download speed of 10. Has anyone else experienced such issues? What can I do to obtain 15/10 as per my plan? Thanks in advance

Fizzy

Hi Deborah

Sorry you are having internet issues.

Please unplug the Fizz modem from the wall outlet for 2 minutes. Then restart it and try a speedtest using a device connected to the modem by ethernet cable.

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.

If the problem continues, you can try factory reset of the modem by pressing and holding down the small button behind the modem for 10+ seconds with a sharp object like paper clip.

Keep in mind that the maximum speed of your plan is the total bandwidth speed shared among all users in your home. If you require higher speed, you can opt to upgrade your plan speed to 30 Mbps.

If there is no improvement, you can 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- Open a Fizz help page like this one: https://fizz.ca/en/faq/i-connected-my-device-using-network-cable-my-internet-connection-slow-how-do-i-fix-it
4- The green chat bubble should appear after a few seconds in the bottom right corner.

MichelP

Deborah,
Are you experiencing this speed test on your devices connected to your wi-fi?
They are interference in your wi-fi network.
If you are connecting your equipment with an ethernet câble, you are supposed to get 15 mbs/10 and more.
Dont hesitate to contact the Fizz customer service to get information and tricks to lower interference on your wi-fi network.

Whizz

Hello Deborah,
We're truly sorry to hear about this situation. I kindly wish to tell you that I checked your account, the plan is in good standing and there are also no maintenance works carried out in the area. All your modem signals are looking great as well. Checking the devices, I notice some connectivity issues therefore I suggest disconnecting your devices from the network, reboot them and reconnect. I also recommend rebooting the modem as well, as Fizzy suggested, since I notice a reboot hasn't been performed in 8 days.
Based on what my tools are showing, I also advise disabling band steering if you haven't done so in the meantime, and test the connection like this for a while. You are able to do this via the Fizz Wifi app by choosing My Wifi >> Select the Wifi network >> Advanced settings >> Bandsteering. Or, you can log in at: 192.168.0.1 from the web browser of any device using the following information: Username: cusadmin and the password of your Wifi network. Then, go to Wireless >> General Settings >> 5Ghz >> Band Steering (Disable). For more information, you can check our page: https://fizz.ca/en/faq/my-wi-fi-network-slow-how-do-i-make-it-faster
Should the situation be ongoing after this, please test the connection on both Wifi and Ethernet and reach out to us so we can be able to further help:  https://fizz.ca/en/contact-us
Have a lovely day!
-Ioana