Internet blurry sometimes

Hi,

Has anyone experienced a down in the internet connection when the picture got blurry if you are watching TV? I'm having that a lot recently

Best Answer

  • Emporium
    Emporium ⭐ :REFERRAL CODE: ⭐ FC9QO ⭐ :CODE RÉFÉRENCE: ⭐Posts: 904
    Accepted Answer

    I don't know what speed service you have, but I have the 120Mbps service and I often have up to 3 TVs streaming in the house and 2 PCs online gaming, and have not had any issue.

    I understand your box is right next to the TV, so did you try changing the ethernet cable, just in case you have a defective one ?

    Like I mentioned previously, if the problem persists, your best option is to contact Fizz customer service directly, to see if they can check the signal levels on the coax going into your modem. They can do that remotely and see if there is any instability.

    Here we are all users like you, so there is not much more that we can do on our end unfortunately (other than making a few suggestions).

    https://fizz.ca/en/contact-us

Answers

  • PF_Ref_D2U9A
    PF_Ref_D2U9A 🌈💲🎁 Here's my referral code. Thank you! 😊 ▶ D2U9A ◀💲Voici mon code de référence. Merci! 😊🎁🌈Posts: 1,003

    Hi Lulu

    First you should try restarting your modem

    Perform a speed test by connecting your computer directly to the modem via ethernet cable.

    If the speed isn't right, try factory reset of the Fizz modem. Using a small, sharp object, press the modem’s reset button for at least 10 seconds. If the problem continues, you can contact Fizz customer service by opening this link: https://fizz.ca/en/faq/resolving-issues and simply scroll down until you see the green bubble, then click on it to start your chat session with Fizz customer service.


    If you are getting good speed, then the issue is with the wifi signal.

    You basically have 2 options to resolve this:

    - Troubleshoot the wifi, use wifi analyzer and adjust the settings as needed.

    https://fizz.ca/en/faq/my-wi-fi-network-slow-how-do-i-make-it-faster

    https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it

    - You can also put the modem in bridge mode and use your own router.

    https://fizz.ca/en/faq/how-can-i-use-my-own-wi-fi-router-fizz

  • Emporium
    Emporium ⭐ :REFERRAL CODE: ⭐ FC9QO ⭐ :CODE RÉFÉRENCE: ⭐Posts: 904

    Is your TV or TV box connected wirelessly, or wired ?

    If it is wireless, you may have some interference.

    Here as some possible hints:

    https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it

    STEP 4 will allow you to split the 2.4Ghz and 5Ghz bands. The 2.4Ghz band is typically congested, and a little slower. But it can carry for a little longer distances. 5Ghz is not as congested, It is FASTER, but the 5Ghz band does not travel as far. So they are trade offs. Doing this, will allow you to connect to 5Ghz, and if that causes issues, still try to switch back to 2.4Ghz and see if that is any betetr,

  • Lulu84
    Lulu84 Posts: 5

    No it's not connected wirelessly. I noticed whenever I watch a movie, there is few seconds when the picture becomes blurry. It's direct connection from the internet port to the TV.

  • Maybe with Netflix at the beginning of a film while downloading it ? It may be due to your TV, too Any upgrad available to new version on your TV ?

  • Lulu84
    Lulu84 Posts: 5

    Not really at the beginning, it happens during the movie. It never happened before till I switched to Fizz so I think the TV isn't the issue here.

  • Emporium
    Emporium ⭐ :REFERRAL CODE: ⭐ FC9QO ⭐ :CODE RÉFÉRENCE: ⭐Posts: 904

    Pre-Fizz, were you using your own router ?

    Reason I ask, is because I know that (with few exceptions), most other ISP provide a modem only (not an all in one modem/router).

    "IF" the modem is not too far from the TV, can you try connecting with another Ethernet cable, in case it has gotten damaged ?

    If problem persists, then you should probably contact Fizz Customer service group, to see if they can check if the signal levels are i the normal range on your modem. If they are not, they may need to send a tech.

    https://fizz.ca/en/contact-us

  • Lulu84
    Lulu84 Posts: 5

    Thanks, I never had my own modem and the one I'm using from Fizz is right next to the TV. I think the signals aren't that stable.

  • Lulu84
    Lulu84 Posts: 5

    Thanks Emporium, I will contact the customer service if the issue persists, it doesn't happen all the times but when it occurs it's annoying.


    Thanks for your help 🙂

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