My wifi is not working

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ashdlar
ashdlar Posts: 1 ✭✭
in Internet

My wifi shows up on my phone/laptop, and it even says connected but the wifi simply does not work. I have tried unplugging the modem and plugging it back in but nothing is working. On my phone, it says "weak security" when it 'connects' to the wifi. Payments are up to date so I don't understand. Please help

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  • PF_Ref_D2U9A
    PF_Ref_D2U9A Posts: 5,787 ✭✭
    Answer ✓
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    Hi ashdlar

    What lights do you see on the modem?

    • The 1st light on top should be solid green.
    • The next 2 lights must be blue and steady.
    • The 4th light should be solid green.
    • If the 2 lights with the arrow symbol are solid blue, try connecting directly to the modem via an Ethernet cable to see if the internet is working.
    • If one of the 2 LEDs with the arrow symbol is not solid blue, you have a problem with the coaxial cable signal, so maybe you have a problem in your area.

    If the problem persists, try a return to the factory values ​​(factory reset) of your modem, thus resetting the modem to factory conditions, by pressing in the small button on the back of the box with a paper clip for 10+ seconds. Then wait 3-4 minutes before trying. You will have to re-enter the codes shown on the modem initially.


    If nothing changes, chat with Fizz, they can help

    • Check if there is an incident or maintenance work performed in your area affecting the services.
    • Check your account status to make sure your plan is active and payments are up-to-date.
    • Check the status of your modem if it is operating within optimal settings, if its signals are within operating ranges, and also its history (such as recent signal fluctuations). They can check for packet loss or broadcast congestion.


    To chat:

    1. Go to a FAQ page e.g.  https://fizz.ca/en/faq/status-services
    2. At the bottom right, look 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 "Computer version" in your settings.
    6. Write your question, add a screenshot or a photo of your modem if it is relevant 
    7. Immediately AFTER the number of clients preceding you will be displayed in order to manage your wait. It's updated in real time


Answers

  • Whizz
    Whizz Posts: 19,202 admin
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    Hello ashdlar,

    I am sorry to hear about this situation.
    I can see that you already contacted our support but you got disconnected during the investigation. 
    Please reach them back again to continue if you are still experiencing any issues.

    Have a lovely day,
    -Alex

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