Why aren't all the lights on my modem/wi-fi router lighting up?

The technician came and installed the modem on the 8th of February.
But I have yet to be able to connect to the internet with Fizz.
At the moment, these are the lights on my modem:
Solid green lights position= 1st, 6th and 7th
Flashing green lights = 2nd
It's happened that the 2nd light goes solid and then the 3rd starts flashing.
However, it always reverts back to what I've described above.
I have tried hard-resetting, restarting, unplugging, etc, but it never seems to connect.
What can I do to have this finally giving me the service I'm paying for?
Please advise, if possible.
Thank you in advance.

Answers

  • Fizzy
    Fizzy * 1Go de ma part + mon code de référence Fizz => 66KGA <= my Fizz Referral code + 1GB data from me *Posts: 7,162
    Hi KevinÉdwar

    Sorry you are having internet issues. None of the blue lights are on which means the modem is unable to connect to the cable network.

    Please 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.

    If you received a new modem, you must let it perform the updates which can take up to 20 minutes.

    BTW did you pay for VIP installation?
    If not, here are the installation instructions: https://fizz.ca/en/faq/how-install-my-wi-fi-modem

    In case you were not successful, you can do 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.
    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 problem persists, you need to contact customer support by chat:
    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- 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
    4- The green chat bubble should appear after a few seconds in the bottom right corner.
  • Dgjf
    Dgjf Code de référence/Referral code: BS7M5Posts: 3,014
    Are you sure your subscription is up and paid ? Do you see in on your account page here : https://zone.fizz.ca/dce/customer-ui-prod/#/account/plan ?
  • Yeah, like jeff3000 say, looj for your plan, it seems that you don't have connection!
    Good luck!
  • Fizzy
    Fizzy * 1Go de ma part + mon code de référence Fizz => 66KGA <= my Fizz Referral code + 1GB data from me *Posts: 7,162
    KevinÉdwar, if there is still no connection, did the technician check the line for signal during the installation? If no, perhaps there is another coaxial outlet in your home that is working (and not the current one you are using).

    Guys you have to read the question. Its the first line...
    "The technician came and installed the modem on the 8th of February."
    Fizz is prepaid.
  • Whizz
    Whizz Posts: 10,627
    Hi Kevin,
    Thank you for letting us know about the situation and I'm very sorry the situation you're currently experiencing.
    I checked on your account and on your connection signals where I can see that there are none as if there is no connection coming from the network to your modem but the service is provisioned fully and correctly as far as I can see from my tools.
    However, there is no incident or maintenance work being performed in the area that could've caused the disruption.
    Would you kindly please unplug the coaxial cable from the coaxial outlet and the modem respectively, wait for about 30 seconds, then plug it back in the outlet first and then in the modem, then restart it?
    Also, please perform a factory reset of the modem by using a sharp object to press on the small button in the orifice behind the modem for 15 to 20 seconds, then let the modem reboot itself and test the connection.
    More helpful details can be found here:
    https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it
    Thank you very much for your understanding.
    Have a good one!
    Andrei
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