Bad Internet

I have to write to you again. It is very important to have the Internet for work, but again in the evening of 10/13/21 problems with the Internet max 5 mb. Please do something, every week I have to be distracted and switch to my mobile, you can check that I have constant traffic problems

Best Answer

  • Whizz
    Whizz Posts: 16,617
    Answer ✓

    Hello Vitalii C. 

    I am sorry to hear about this situation.
    I have verified your account and everything is looking ok from my side. 
    All signals are within normal values and there is no maintenance work that could affect the service. 
    Our system detects that your phone is using the 2.4 GHz band and it could perform better if you connect it to 5 GHz.
    You can do this by disabling the band steering.
    Here you can find more information about this at point 6
    Also, it seems that your WIFI booster encounters some connectivity issues. Please try disconnecting it and reconnecting. 
    If the issue persists please contact our support team. 

    Have a lovely day,


  • MyriamC
    MyriamC Posts: 913

    The speed of a wireless connection can be affected by several factors.

    It is normal for the speed of a wireless connection to vary depending on, among other things, distance to the Wi-Fi modem, technology used by the devices, and Wi-Fi interference.

    Make note of the various sources of attenuation of your Wi-Fi signal
    1. The waves in your Wi-Fi network may be attenuated by various obstacles and sources of interference, causing speed drops and partial or complete disconnections of your internet connection.
    3. Sources of interference include:
    • Nearby Wi-Fi networks
    • Surveillance cameras
    • Baby monitors
    • Microwave ovens
    • Etc.
    2. Obstacles to Wi-Fi waves include:
    • Construction materials (concrete, aluminum, etc.)
    • Heated flooring
    • Mirrors
    • Windows
    • Etc.
    2. If you are unable to change your environment to limit sources of Wi-Fi signal attenuation, it would be better to use a network cable (RJ45).

    3. A cable is included in the original box of your Fizz Wi-Fi modem.
    If you have only one device, make sure you test it with other websites, browsers and apps
    1. If the low speed is limited to one browser, one website or only one application, uninstall the browser or application from your device.
    2. If the situation remains unchanged after you reinstall the browser or application, consult support for this particular product.
    Conduct a speed test
    1. Use the Fizz Wi-Fi app to conduct a speed test. This app is available free of charge on the Apple Store and Google Play.
    2. If possible, do multiple tests using various devices in different locations in your space.
    3. Compare the results obtained for download and upload speeds of your Fizz Home Internet plan.
    5. If possible, also conduct a speed test using a device connected directly to the Wi-Fi modem by a network cable (RJ45).
    6. You can also conduct a speed test using a speed test website or application of your choice.
    8. Make sure you choose a speed test that uses a local server. Some websites have test servers that are located overseas. This could skew your results.
    Make sure your equipment is capable of reaching the desired speed
    1. Each subscribed device has a Wi-Fi standard. This standard represents the maximum speed that the device can reach.
    3. Here is a list of Wi-Fi standards and their approximate speed:
    4. StandardFrequencyMaximum speedReachCongestionBandwithMiMo SupportedYear of appearence802.11a5 GHz25 MbpsWeakLow20 MHzNo1999802.11b2.4 GHz5 to 6 MbpsAcceptableHigh20 MHzNo1999802.11g2.4 GHz20 to 25 MbpsAcceptableHigh20 MHzNo2003802.11n2.4 GHz30 to 110 MbpsGoodHigh20 or 40 MHzYes2009802.11n5 GHz50 to 180 MbpsGoodLow20 or 40 MHzYes2009802.11ac5 GHz90 à 400 MbpsGoodLow20, 40 or 80 MHzYes2014

    6. Standards A, B and G are now obsolete based on average use.
    8. A Wi-Fi network can be compared to a highway. Devices that use obsolete standards are like a vehicle that slows down an entire lane.
    10. Different devices supporting the same Wi-Fi standard may not all have the same maximum speed.
    11. Only the latest, state-of-the-art devices will be able to reach maximum speeds.

    12. Consult the manufacturer’s datasheet to see which standard your device is using.
    13. If the band steering function on your Wi-Fi modem is turned off, in most cases it’s preferable to manually select the 5GHz Wi-Fi frequency band.
    Restart your Wi-Fi modem
    2. Unplug the power cable on your Wi-Fi modem.
    3. Make sure all the lights on the modem are off once you have unplugged it.
    4. Wait ten (10) seconds.
    5. Plug your modem back into the electrical outlet. Expect a three (3) minute delay to allow your devices to reconnect to the Wi-Fi network.
    7. It is more effective to restart your Wi-Fi modem by unplugging its power cable instead of pressing its power button.
    If allowed by your device, connect to the 5 GHz Wi-Fi frequency
    1. Your Fizz Wi-Fi modem uses by default the frequency band steering technology. When this function is disabled, the Wi-Fi modem will display two (2) frequency bands, 2.4 GHz and 5 GHz. Manually select the 5 GHz from your devices.

    The modification of this option is possible thanks to the mobile application Fizz Wi-Fi:

    2. Choose: ''My Wi-Fi''
    3. Select your Wi-Fi network
    4. Select: ''Advanced Settings''
    5. Band Steering ''On/Off''
    7. The Fizz Wi-Fi app is available for free at various online stores (Apple Store and Google Play Store).

    This change can also be applied through the Wi-Fi modem user interface:

    2. 1. Log in at: from the web browser of any device.
    3. 2. Log in using the following information:
    • Username: cusadmin
    • Password: xxxxxxxx (Password you chose during initial setup)
    2. 3. Go to the next section to apply changes:
    3. Wireless → General Settings → 5GHz → Band Steering (Disable)
    5. If you do not remember the password you entered during setup, press and hold the "Reset" button behind the modem to reset your Wi-Fi modem back to its factory settings.
    Consider adjusting your Fizz Home Internet plan to better meet your needs
    1. Reduced speeds are possible if your plan is not sufficient for your needs, or if several people are using your Wi-Fi network simultaneously.

    2. Some devices connected to your Wi-Fi network could also be using your network in the background, for example:
    • Operating system updates
    • Photo albums that are syncing
    • Cloud hosting
    • Etc.
    2. Here are some examples of average usage:
    • Type of serviceBandwithData ConsumptionYouTubeUHD 4K: 6 to 10 Mbps
    • 1080p: 4.5 Mbps
    • 720p: 2.5 Mbps
    • 480p: 2 Mbps
    • UHD 4K: 2.7 to 4.5 GB/hour
    • 1080p: 2 GB/hour
    • 720p: 1.1 GB/hour
    • 480p: 450 MB/hour
    • Music streamingAudio quality: 320 Kbps
    • Audio quality: 96 Kbps
    • Audio quality 320 Kbps: 50 MB/hour
    • Audio quality 96 Kbps: 44 MB/hour
    1. Video streaming
    • (Other than YouTube)High video quality: 5 Mbps
    • Medium video quality: 2.5 Mbps
    • Low video quality: 256 Kbps
    • High video quality: 2 GB/hour
    • Medium video quality: 1 GB/hour
    • Low video quality: 115 MB/hour
    1. Video conference
    2. (Skype, Facetime and others)
    • 7 people: 8 Mbps
    • 5 people: 4 Mbps
    • 3 people: 2 Mbps
    • 7 people: 8 Mbps: 3.6 GB/hour
    • 5 people: 4 Mbps: 1.8 GB/hour
    • 3 people: 2 Mbps: 900 MB/hour
    2. Tableau
    3. The information provided here above is when the wireless connection is optimal, without interference or congestion.
    Restore your Wi-Fi modem to its factory settings
    1. IMPORTANT: This will reset any changes that have been made to your Wi-Fi modem settings to date. You may also need to reconfigure your devices’ Wi-Fi settings (network name, password, etc.).
    3. Using a small, sharp object, press the modem’s reset button for 10 seconds.
    4. Once your modem has restarted, follow the same instructions you used when you initially installed it.
    6. Reminder: The default username (Default Wi-Fi network) and password (Default key) for your Wi-Fi network are written on a sticker on the back of your Wi-Fi modem.

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