Internet connection lost
My internet is currently down. Is anyone experiencing the same issue? I live in Hochelaga Montreal.
Best Answer
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Hi Gabriel 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 within the optimal parameters, with no package loss or broadcast congestion.
There is also 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 10 seconds, 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
Have a fine day,
Andrei0
Answers
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Hi Gabriel,
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 or an outage 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
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