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Why can't I connect to wifi on my phone or computer?

As of this morning, neither my phone nor my computer is able to connect to my Wifi. I tried unplugging the modem, waiting, and re-plugging. On my computer it says "cannot connect to network" and on my phone is says "access denied". Please help as it is quite urgent that I am able to use my wifi again.


  • Justin
    Justin Posts: 817
    Hi Rachel,

    Did you try to do a factory reset on your modem?
    You will have to reconfig your network.

    Try this before calling the support.

    Good Luck
  • Whizz
    Whizz Posts: 7,846
    Hello Rachel,
    I am sorry for the situation encountered.
    I kindly inform you that I just checked your account and I can confirm your Home Internet plan is active, also there are no maintenance works carried out in your area that can cause this situation.
    Can you please unscrew the coaxial cable from both ends and then from the power outlet afterward screwing the cable tightly back in, but the tip that was going to the modem, connect it to the internet socket and the one from the socket to the modem and plug the modem in a different power outlet?
    You can take a look at our page as well: https://fizz.ca/en/faq/my-device-cannot-connect-wi-fi-how-do-i-fix
    Please contact us back if the situation persists, in order to do further manipulations and fix the situation.
    Here you can find how to contact us: https://fizz.ca/en/contact-us
    Have a great day!
This discussion has been closed.