Wifi not working + "Speed test error"

Elea S.

My modem is on but my wifi sometimes randomly stops working since yesterday. Works again when I unplug and re-plug the modem. My Fizz app says no trouble shoot alerts but "speed test error" when I try to run one.

Mike

Hi Elea

Shutting down the modem for 1 minute, remove the power cable from the socket can help, since you already did this multiple times, try contact the support to test your connection

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 Elea,
We're sincerely sorry to hear about this situation. I checked and there are no maintenance works in your area and all your modem signals are looking great. In this case, besides the manipulation already provided by Mike, I recommend to disable band steering in order to test the 2 bands of the modem. You are able to do this via the Fizz Wifi app by choosing My Wifi >> Select the Wifi network >> Advanced settings >> Bandsteering. When band steering is disabled, the Wi-Fi modem will display two frequency bands, 2.4 GHz and 5 GHz. More useful manipulations can be found here: https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it You can also perform speed tests here: https://testvitesse.videotron.ca/index-en.html
I also recommend testing the connection over Ethernet as well, to see whether the situation arises via cable too. Should there still be a situation after doing the troubleshooting steps, please reach out to us on any channel you'd prefer: https://fizz.ca/en/contact-us so we can make the necessary verifications and further help.
Thank you so much for your understanding.
Have a wonderful day!
-Ioana