modem randomly resets during the day

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renebl
renebl Posts: 1 ✭✭
edited June 2022 in Internet

This has been happening ofyen in the past 2 weeks. The modem would randomly cutout the internet in the middle of the day and seems to reset itself (lights all turning off, then slowly each turn back on in sequence). Today it seems it was factory reset as the SSID has completely changed. This is huge issue since i work from home.



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  • Whizz
    Whizz Posts: 19,711 admin
    Answer ✓
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    Hello @renebl,

    I'm sorry to hear about the situation you encountered with your Internet services.

    I verified your Fizz account and your modem in our diagnostic tools and it seems that it is online and functional. I also was unable to find any random resets after the 1st of June, thus, everything seems to be in order now.

    I hope that the situation has been solved. In case you do not have access to the services, please try to connect with the password from the back of the modem.

    We also invite you to contact us in private, on the desired contact channel, to let us know if you managed to connect to the Wi-Fi network. We are available for our customers 24/7: https://fizz.ca/en/contact-us

    Thanks and have a great day!
    - Cecilia

Answers

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
    edited June 2022
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    @renebl


    Hi,

    these interruptions are possibly due to a firmware update, but just to be sure you can test some of the troubleshooting mentioned in the following FAQ: https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it

    And also: 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 periodic 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

  • EricPD
    EricPD Posts: 152 ✭✭
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    I had similar issues. To save some time with support, make sure you try this:

    • remove any plastic film still on the modem, specially on vent holes
    • perform a factory reset
    • make sure coax cable is properly screwed and tight (reasonably)
    • make sure power cord is well plugged

    once all this done, they should send a tech to check signal and cabling and replace the modem.

    Since my modem was replaced, the connection is much more stable

  • swatt
    swatt Posts: 3,696 ✭✭
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    Place the modem in a well ventilated place. Also, do not plug it on an overcharged outlet or circuit.

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