My internet connection has stopped

Meagandnd · April 2022

My internet connection has been offline for about an hour now. I unplugged, let it be for a while, plugged it back in and nothing is working. Anything else I can try?

Whizz · April 2022

Hi Meagandnd,
Thank you for letting us know.

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 10 seconds, then let the modem reboot itself and test the connection.

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 good one!
Andrei

Dapfizzer · April 2022

@Meagandnd

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 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