No internet
Large wind storm last night. Can connect to modem. Reset it multiple times. Can’t connect to internet. Anyone know how long the service will be out for? Do we get a credit for lost service. Is there any actual fizz employee who can answer this or is it just left to customers to talk amongst each other but with no solution. Should I call Vidéotron and ask about the network seeing you’re one and the same company?
Answers
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You're not the only one. Probably last night's high winds caused issues in a network relay serving your place. Fizz is aware in general but chat with them to make sure that corrective actions are also placed for your neighborhood. It may take time for the chat, there are many cases.
Similar questions this morning:
- https://forum.fizz.ca/en/discussion/2628331/my-modem-is-not-working-the-reset-button-has-been-pushed-in-i-cant-reset-i-need-a-technician#latest
- https://forum.fizz.ca/en/discussion/2628332/is-anyone-else-internet-not-working-right-now#latest
- https://forum.fizz.ca/en/discussion/2628336/no-internet-again-this-morning-ville-saint-laurent
- https://forum.fizz.ca/en/discussion/2628338/how-is-it-that-we-dont-have-internet#latest
- https://forum.fizz.ca/en/discussion/2628343/internet-not-working-am-i-the-only-one-having-issues#latest
- https://forum.fizz.ca/en/discussion/2628349/need-help-no-internet#latest
- https://forum.fizz.ca/fr/discussion/2628334/internet-non-fonctionnel#latest
- https://forum.fizz.ca/fr/discussion/2628335/plus-dinternet#latest
- https://forum.fizz.ca/fr/discussion/2628346/pas-dinternet-chez-moi#latest
- https://forum.fizz.ca/fr/discussion/2628348/comment-rejoindre-le-soutien-technique#latest
Chat bubble is the best tool to reach Fizz. This forum is mostly for mutual help between customers. To chat:
- Go to a FAQ page e.g. https://fizz.ca/en/faq/status-services
- Look bottom right for the big ❔ question mark in a green bubble.
- Click it, options will be displayed
- Choose "💬 Chat"
- 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.
- Submit your question with possibly a relevant screenshot or modem photo
- After that will be displayed the number of customers preceding you, to manage your expectations. Updated real time.
The advantages of Fizz bubble tool are that it is 24/7 real-time with waiting time management 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.
ALTERNATIVES
- Facebook Messenger at https://www.facebook.com/fizzca (open hours detailed over there)
- Twitter private https://mobile.twitter.com/fizz_ca
- WhatsApp : (438) 393-5814 or see "How to contact Fizz on WhatsApp?" at https://forum.fizz.ca/en/discussion/comment/6568069
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No one knows how long it will be down for, since it varies by region. Some areas it is a simple repair which can fix many subscribers. And other fixes will need to be done one by one, since they are on the last connection from pole to home. Videotron will not be able to give you any specifics about your location, since you are NOT a customer of theirs (technically). Your request goes to Fizz and it is up to Fizz to provide you an update.
I strongly recommend you contact Fizz support and open a ticket, in order to be able to know the exact location.
There are rarely any credits for lost service, especially due to acts of God and stuff that is out of their control. If there is one, it is usually just a good-will gesture and nothing they are obligated to provide. Residential services are rarely bound by any contractual SLA (Service Level Agreement) which guarantees uptime (like commercial services). Which is why there is also a substantial price difference between them.
However Fizz SHOULD update their "status of services" page in order to clearly indicate that there are multiple outages on the network, due to bad weather. Right now, it still says that everything is working normally :( Kind of makes that page useless.
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