Modem can't synchronize

NoInternet
NoInternet Posts: 1 ✭✭
in Internet

The Fizz modem (Hitron CODA-4680) has lost the ability to connect and synchronize to the network.

I've tried to reset, replug the coaxial cables and reset the modem multiple times and it has not worked. We have been without internet for a day.

Even before this, it has gotten progressively worse since we started using Fizz a couple of months ago. At first the modem would lose internet connection and needed to be restarted every two weeks or so, then recently almost every day, then yesterday it would only work for an hour before requiring a restart. Today it flat out refuses to synchronize at all despite constant resets every 30-45 minutes.

How do I contact someone at Fizz to see the signal strength or the status of the modem? How can we replace the modem or maybe add a signal amplifier?

Thanks

Best Answer

  • Whizz
    Whizz Posts: 23,610 admin
    Answer ✓

    Hi NoInternet,

    Thankyou for reaching out to us.Iunderstand and I'm sorry to learn about the inconvenience.

    Ichecked on your account and on your connection signals from thenetwork to the modem where I can see that they are a bit off from the optimalparameters, with some package loss and broadcast congestion.

    However,there is no incident or maintenance work being performed in the areathat could've caused the disruption.

    Would you kindly contact us directly and send us a photo of the front of the modem so we could see whichlights are ON and which are OFF, with your specification of whichones are blinking ?

    Youcan contact us on Live chat by using any of our FAQs in the SolutionsHub, such as this one:

    https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do

    Youjust need to access an FAQ(link) like the one above, scroll throughit and after 10-15 seconds the ? bubble will appear in the bottomright corner of the page.

    Clickingon it will reveal multiple contact options, including the Live chatwhich is at the very bottom.
    Here you can find more informationabout how you can do that: https://fizz.ca/en/contact-us

    Thankyou very much for your understanding.

    Havea good one!

    Andrei

Answers

  • Fling
    Fling Posts: 9,194 ✭✭
    edited December 2021

    Hi NoInternet,


    Mayby it's a cable or outside cable and you need some help from à Videotron technician

    This is how to Chat with Fizz support:

    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- Open a help link page from Fizz Solution Hub: https://fizz.ca/en/faq/how-do-i-manage-my-fizz-account

    4- The green chat bubble should appear after a few seconds in the bottom right corner.

    5- Choose the option 💬 chat


    Or follow the advise from Fizz to reach the support on this link: https://fizz.ca/en/contact-us


    Have a nice day

  • Emporium
    Emporium Posts: 2,305 ✭✭

    @NoInternet

    Usually when this happens, the easiest is to just unplug the modem. Leave it unplugged for about 5 minutes, then plug it in again and wait about 5 minutes for it to sync. If that doesn't help, then the issue is either the modem, the account can be suspended therefore modem is not being provisioned, or there is a problem with the cable from the outside.

    Here we are end users like you, so not much we can do on our end.

    You can contact a customer service agent who can run a quick test on the line signal (obviously if it doesn't sync there is not much they will be able to see). I had similar issues with a Bell connection ages ago, and it got worse as wet weather approached. Turned out it was just a bad cable. If they can't fix the problem remotely, they will send you a tech, who will check the line, and either fix the line (if the problem is the line itself) and/or replace the modem if it turns out the modem is at fault. At least in your case, the problem is reproducible (I know it is not fun either way). The worst cases are the rare intermittent issues, since you can't debug them unless it happens when the tech is on site.

    • Sign into your account
    • Follow the link on this page: https://fizz.ca/en/faq/status-services or https://fizz.ca/fr/faq/etat-services
    • Wait 3 seconds for the green bubble with a '?' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode
    • Choose the option 💬 chat
    • If the green bubble does not appear make sure your ad blocker is disabled, otherwise try with another browser.

    PS: For me the only combination that works for CHAT, is Firefox, in a private window, and only when in the French language..

    Other means of contact

    CHAT however is the quickest method, but facebook is the easiest.

    Good luck

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