Anyone else getting a different reading from the app?

LadyMG

Hey guys, I contacted customer service already regarding my unstable/ultra low residential internet and also went though every troubleshooting advice ever and they just tell me my modem is working fine and if my connection is slow it's because I have several devices connected ( lol...smart bulbs )
I am getting quite a different reading on my speed from the Fizz app and Speedtest ( just to name one, I've tried several and it's always the same ).
Here's a reference to my claim
( It's just me recording my spouse's phone while he does the tests)
https://youtu.be/qQIZeIBBQ00
So, anyone else being toyed by customer service?

Mike

Hi LadyMG

That means that you have a problem with the wifi

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.

The APP is testing the speed from the modem, therefore, the problem is on the WifI side.

Keep in mind that the maximum speed of your plan is the total bandwidth speed shared among all users in your home.

If the problem is happening with wifi only, you may benefit from disabling auto channel selection in your modem admin settings, and selecting a specific channel. You can find the channel which is least congested by using a smart phone and downloading a WiFi analyzer app, which will show you the channel usages of nearby devices.

To change the channels:

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.

If you have a router, you should try to put the modem in bridge mode and use an external router.

If there is no improvement, you can contact customer support by chat I know you already did

1- Click on this link: https://fizz.ca/en/faq/i-connected-my-device-using-network-cable-my-internet-connection-slow-how-do-i-fix-it
2- The green chat bubble should appear after a few seconds in the bottom right corner. Click on it
3- Select chat

LadyMG

Thanks Mike, I should of added in my question that I did the same test on Ethernet ( but the Fizz app doesn't like me to be logged in multiple locations and it wasn't as easy to see on the screen so I did it over wifi ).
And somehow you missed the part where I did troubleshooting from every angle, near and far, foreign and domestic, etc you get the point. But thanks though, I understand you get the same reading from the app than other speed testings?

StefanM

Since all the trouble shooting steps didn’t work I suspect there is an antenna problem. CODA modems are notorious for hiccups.
I personally use it in bridge mode and bought my own router which enables maximum signal

Mike

Hi LadyMG

I posted the full procedure, since part of the users, they say something but in the reality did something else.

If you did the test on the ethernet too with the same result, this is very strange.

You can try to do a factory reset to see if this can improve your performances.

clau3166

I had the same issue a while back and a factory reset fixed it... good luck!

Gabriele G.

Try with a factory reset or follow Mike’s indications which are very detailed.

JoanMr

That sometimes happens to me too, but I reset everything and it looks better for a while at least

Whizz

Hello LadyMG,
We're so sorry to hear about this encountered situation. I checked your account and indeed I see you were able to reach us and we provided certain manipulations that can be tried on your end, including trying to keep fewer devices connected at once. I also currently checked your connectivity and I can recommend to disconnect all your devices from the network, reboot each and every one of them, then reconnect them.
I also recommend trying the steps our members suggested here as well. If by any chance you will still encounter a situation, please reach out to us so we can be able to make the necessary verifications and further help: https://fizz.ca/en/contact-us
Thank you so much for your cooperation and understanding.
Have a lovely day,
-Ioana