My modem is connected but does not get internet signal

mikelortie

I rebooted and turned the modem on and off several times. I followed all the steps on the Fizz web site. Can someone please help me??

Whizz

Hi mikerlortie,
Thank you for reaching out to us.

I understand and I'm sorry to learn about the inconvenience.

I checked on your account and on your connection signals where I can see that they are offline, there is no connection at all to your modem.

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 10 seconds, then let the modem reboot itself and test the connection.

Details on how to remedy this 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, patience and collaboration.

Have a good one!

Andrei

Idefizz

Hi @mikelortie

Is this a new installation? If so:

• did the tech confirm the signals are good?
• Did you follow everything in the setup as expressed in the page https://fizz.ca/en/faq/how-install-my-wi-fi-modem ? Maybe the Fizz Wi-Fi APP could facilitate your installation.

Otherwise, what lights are showing after a while? See https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it#3

In any case you can promptly chat with Fizz. Here's how:

1. Go to a FAQ page e.g. https://fizz.ca/en/faq/status-services
2. Look bottom right for the big ❔ question mark in a green bubble.
3. Click it, options will be displayed
4. Choose 💬 "Chat"
5. Note: the bubble will only display the chat for a computer version. If you are on a cell phone, you must check "Desktop site" in your browser settings.
6. Submit your question with possibly a relevant screenshot or modem photo 
7. After that will be displayed the number of customers preceding you, to manage your expectations. Updated real time.

ALTERNATIVELY, try leaving a message on Facebook Messenger (https://www.facebook.com/fizzca), iMessage or Twitter private. The advantages of Fizz tool are the management of waiting times and the ability to print (e.g. PDF) a copy of the conversation for your records. Sometimes you can even leave a comment about your satisfaction with the conversation.

The WhatsApp way has been described in "how to contact Fizz on WhatsApp?" at https://forum.fizz.ca/en/discussion/comment/6568069

mikelortie

Thanks. I did all of that. All the lights are on except the online one. I verified the cable at both ends.

Idefizz

Then chat with Fizz, they can run diagnostics remotely or tell you if it's an account issue.