Dropping Internet in NDG
Hi,
We're in the NDG area of Montreal and are in our third week or so with Fizz. In general, service has been good but over the last week our internet has been dropping on both wired and wireless connections. We've power cycled the modem a few times but there are times (such as during the morning of June 6 a.m.) where there are multiple cut-outs which come back in a couple minutes. The modem is in a well-ventilated space. The only thing I've noticed is that from time to time, you can hear the modem making an internal "clicking" sound. This noise has persisted since installation but since service has been good until the past week or so, we assumed it was part of the modem's normal functioning.
These cut outs are causing us to drop from work meeting which sort of defeats the purpose of work from home.
Any ideas?
Best Answer
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Hello Battlecrab,
I am sorry for the situation encountered!
I verified your account and the plan is in good standing.
Also, there are no incidents reported in your area at this time from my verifications.
The modem is online now and you should have an internet connection.
Can you please, disconnect the coaxial cable from the modem and from the coaxial outlet, and after that reconnect it making sure it is well screwed at both ends?
Furthermore, I would advise you to connect the modem to the electrical outlet directly and not use an extension cord.
On this FAQ you can find some troubleshooting steps that you can follow: https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it
If the clicking sound on your modem persists, please contact us in private in order to verify the matter further, as that is not something usual that your modem should be doing.
To reach us in private, you can use the steps on this link: https://fizz.ca/en/contact-us
Thank you for your understanding!
Have a good one!
-Eugen0
Answers
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Hi,
these interruptions are possibly due to a firmware update, but you can test some of the troubleshooting mentioned in the following Q&A if such a situation were to occur again:
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 then 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
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