I subscribe the plan 120 mbps and get 12 mbps only ???

Ata102 · December 2021

The problem is with the provider ,I just canceled the subscription with other company which was providing me 100 Mbps and subscrib Fizz with plan 120 Mbps but the real speed 11.36 only ,, After the technician left I tried to follow all the instructions in the previous "FAQ" but the speed did not change

Capitan · December 2021

Same problem here. I order 60mbps and I have the same speed of 12mbps.

I got a ticket saying that they reprovision the router last night and I needed to reboot the router and I still get the same speed. :(

Emporium · December 2021

@Ata102

This is obviously NOT normal. And it looks like you are doing the test from the Fizz app.

Have you tried power cycling the modem ? Do you by any chance have a device you can plug into the modem using an Ethernet cable (to try with a cabled connection) ?

You should probably contact customer service and have them run a remote test on the line to see if there is any issue they can see. OR send a tech out.

I also have the 120 Plan, and I get 130M Down all the time, and 22M UP usually.

Just ran a test and here are my results:

Fizz Customer service agents are available online.

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

Whatsapp: (438) 393-5814
By private message on Twitter: https://mobile.twitter.com/fizz_ca
By private message on Facebook: https://www.facebook.com/fizzca/

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

**** However, due to the holidays, they have shorter hours of operation *******

24/12 : 7 am- 10 pm(EST)

25/12 : 9 am- 6 pm (EST)

31/12 : 7 am-4 pm (EST)

01/01 : 7 am- 10 pm (EST)

SOURCE: https://forum.fizz.ca/en/discussion/2628596/holiday-hours-happy-holidays-2021

Han_Solo · December 2021

First, to isolate the problem, you should try with a computer hard wired to your modem.

Idealy you use the SpeedTest App (Windows Store) from Ookla. If you can't, use the web SpeedTest inside a browser :

https://videotron.com/en/internet/speed-test

After that, if the problem is not on your side, use the chat with Fizz to verify that's not a config problem, because your speed numbers really look like a 10Mbps/1Mbps configuration.

Good Luck !