My home internet is not working…

Ying L. #1241

Would you please check why my internet is not working, although I tried several times unplug and restart the modem.

Whizz

Hi Ying L.,
Thank you for reaching out to us.
I understand and I'm sorry to learn about the inconvenience.

I checked on your account and on your connection signals from the network to the modem where I can see that they are off from the optimal parameters, with some package loss and broadcast congestion.

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

Would you kindly please unplug the coaxial cable from the coaxial outlet and the modem respectively, wait for about 30 seconds, then plug it back in the outlet first and then in the modem, then restart it?

Also, please perform a factory reset of the modem by using a sharp object to press on the small button in the orifice behind the modem for 10seconds, then let the modem reboot itself and test the connection.
After this is done, kindly send us a photo of the front of the modem so we could see which lights are ON and which are off, with your specification of which ones are blinking.

More details on how to remedy this can be found here:
https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it

Thankyou very much for your understanding, patience and collaboration.

Havea good one!

Andrei

PF_Ref_D2U9A

Hi

What are the modem lights showing? You can see status per LED at https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it#3

Other points to check:

• https://fizz.ca/en/faq/my-modem-connected-cable-my-connection-keeps-cutting-out-how-do-i-fix
• If it's only the wifi: https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it
• check your cables too, who knows if anyone played with them. Also if you have another coaxial cable than the one that you already use, it would be useful to test with it.

Here on the forum we are users. You can always chat with Fizz customer service since they can 

• verify if there is an incident or maintenance work carried out in your area affecting services.
• check your account status
• check 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.

You can contact Fizz customer service by opening this link: https://fizz.ca/en/faq/resolving-issues and simply scroll down until you see the green bubble, then click on it to start your chat session with Fizz customer service.

You can also do it on Facebook: https://facebook.com/fizzca

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

-Whatsapp : (438) 393-5814