Internet down

Smish

Hello, I live on Ile d’orleans and my internet is down and I can’t find support. I have restarted my router. We work from home and need internet now. Can someone suggest what to do?

Philemon24

Hello @Smish

Contact Fizz since they can

• verify if there is an incident or maintenance work carried out in your area affecting services. The following map could give some clues: https://downdetector.ca/status/videotron/map/
• check your account status
• diagnose your modem status if it works within optimal parameters, if its signals are within functioning ranges and also its history (like recent signal fluctuations for the past few days). They can check for package loss or broadcast congestion.

If one of the 2 LEDs with the arrow symbol is not solid blue, you potentially have a problem with the signal from the coaxial cable, the modem itself, or perhaps you have a problem in your area.

Other tips:

• Does the problem only occur with WIFI or even when you connect directly to modem via Ethernet cable?
• Have you checked the indicator lights on your modem? This would give us information about the problem.
• At the same time, check the connection of the coaxial cable. If you have another coaxial cable than the one that you already use, it would be very useful to test with it.
• Please check the steps from the FAQ as well: https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it

Full factory reset is a not so quick solution, but faster than waiting for an answer here.

Dapfizzer

@Smish

Hi,

you can test some of the troubleshooting mentioned in the following FAQ: 

https://fizz.ca/en/faq/my-modem-connected-cable-my-connection-keeps-cutting-out-how-do-i-fix

https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it

https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it

And if the problem still persists, I suggest you to contact Fizz’s support team directly to inquire about possible network work in your area, and if not, they will be able to do some further investigation to correct this situation. You can do it by opening the following link: https://fizz.ca/en/faq/status-services and simply scroll down until you see the green bubble, than click on it to start your chat session with the customer service.

If the chat bubble still does not appear at the bottom of the page, on the right, after a few seconds, the number of pending sessions is higher than the service’s processing capacity. At that time, you can leave a message on the other proposed communication channels:

-By private message on Facebook/Messenger: https://facebook.com/fizzca.

-By private message on Twitter : https://mobile.twitter.com/fizz_ca

-Whatsapp : (438) 393-5814

Whizz

Hello Smish,

Thank you for reaching us.
I am sorry to hear about this situation.
I can see that you already contacted our support as some manipulations were provided.
Please continue the discussion there so that a solution can be provided in the shortest time possible. 

Have a good one,
-Alex