Spotty internet connection

roger_m

Hi, I've been having a spotty internet connection for months now. My computer temporarily looses internet while I'm working. Same goes for my smartphone. I'm also having issues with smart objects that are connected on the wifi (cameras, doorbell, etc). I'm really annoyed at this. I tried everything the FAQ suggests and have read many threads on this forum, but nothing seems to work.

I'm on the verge of cancelling Fizz and going to another provider.

Whizz

Hello roger_mariamo,

Thank you for the provided details, I am sorry to hear about the difficulties you encounter with your Internet services.

I would like to inform you that I verified your Fizz account and everything seems to be in order on our side. I have also verified your modem in our tools and I am happy to inform you that the signals of the modem look great, being within standards.

It seems, however, that some of your devices are using the 2.4 GHz band frequency, which may cause the difficulties you encounter.

We advise you to restart your modem and all of your devices and then manually connect them to the 5 GHz band frequency and test for a few days to see if you encounter the same issues.

Our system also indicates that you should make sure that each station and device used with the Wi-Fi network has a unique IP address.

Another suggestion would be to make sure that the modem is placed in a central spot inside your home so that all connected devices can have the same coverage.

More troubleshooting steps can be found on our FAQ: https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it

If none of these manipulations helps you, we advise you to reset the modem to the factory settings by pressing the small button on the back of the modem ( in the small orifice ), using a sharp object for about 20 seconds until the modem reboots itself.

After doing this, you will need to connect to the default network using the default password on the white label.

Wait a few minutes after the factory reset and check again if you have a working connection, as more details can be found here: https://fizz.ca/en/faq/how-install-my-wi-fi-modem

Check to see if the Easy connect interface pops up after the factory reset, and if does not, try to log to the modem`s interface via 192.168.0.1 from any browser, using the following details :

Username: cusadmin

Password: the password written on the white label from the back of the modem

Be sure to use the `Forget network feature on all your devices before starting this operation.

In case nothing works, we invite you to contact us in private, on the desired contact channel, so we can do more in-depth verifications, as we are available for our customers 27/7: https://fizz.ca/en/contact-us

Thanks and I hope you'll have a great day.
- Cecilia

Dapfizzer

@roger_mariamo

Hi Roger,

since the problem persists despite the possible corrections proposed by the troubleshooting, I suggest you to contact Fizz’s support team directly to inquire about that issue, they will be able to do some further investigation to correct this situation as well as provide you advice and precise answers. 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

roger_m

Thanks I'll give that a try

Dapfizzer

@roger_m

You're welcome! : )