Sudden internet shortage, how can I get help from Fizz?

Maxime B. 22551

Internet just dropped completely, nothing even when plugged directly in the modem. Fizz status service says everything is fine, but it always says that even when I had internet shortages before. How can I contact fizz to notify them of the issue?

Mike

Hi Maxime
 
Sorry you are having internet issues.

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.

Check the led status. If one of the 2 arrows is off or flashing this means that you have a problem with the signal from the coaxial cable, can be a problem with in your sector.
 
More info here: https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it
 

If the led with the @ symbol is off, please check your Fizz account to make sure your plan payments are up-to-date.

Are you connected to the modem by wifi or ethernet cable? Does the problem affect both?
 
This guide can help you out: https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it
 
If your problem is not the cable signal, you can try a factory reset.

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.

You can also contact customer support by chat
 
1- 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
2- The green chat bubble with the ? should appear after a few seconds in the bottom right corner.
3- Click on it, and select chat if available, or any other option
 

Whizz

Hello Maxime,
Sorry for the inconvenience.
I kindly inform you that I have verified your connection n my tools and your modem is online and there is no work carried out in your area affecting the services.
Please unplug the power cable from your WiFi modem and also from the power outlet, wait a few seconds, then plug the modem back into the electrical outlet, if possible, in another one than it was plugged before and in the modem.
Also, check to see if the cable is defective and then plug the coaxial cable back at both ends, making sure you well insert them, please.
You can try as well the steps suggested by Mike, and contact us in private if the situation persists, in order to help further.
Here you can find how to reach us https://fizz.ca/en/contact-us
Have a wonderful day!
Adelina