My internet is at 30mbs/10mps instead of what i pay for (120mbs/20mbs)

BadAssTomatito
BadAssTomatito Posts: 1 ✭✭
edited July 2022 in Internet

i Had the same modem at my old apartment but with 30mbs/10mbs. now i moved into my new apartment , which i set up on the website to be at 120mbs/20mbs.

I did multiple speed tests and they all show results around 30mbs/10mbs (as i had before changing my internet plan).

was I supposed to have a new modem when the guy came for the installation?

what should i do?

Best Answer

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
    Answer ✓

    @BadAssTomatito


    You can test some of the troubleshooting mentioned in the following FAQ: https://fizz.ca/en/faq/my-wi-fi-network-slow-how-do-i-make-it-faster


    If 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

Answers

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭

    @BadAssTomatito


    Hi,

    perform some speed tests using the Fizz Wi-Fi app. This app is available for free on Google Play Store & Apple Store.

    To log in, use the following credentials:

    • Username: cusadmin
    • Password: (enter the new password you chose) 
    COMMENT6


  • Fizzaddict
    Fizzaddict Posts: 240 ✭✭
    edited July 2022

    @BadAssTomatito Hi Please check your plan on your Fizz account, it may be that your new plan will be activated at the beginning of your next billing cycle


    From FAQ

    You can change your plan at anytime by loging into your account. Although, the changes you make will only take effect at the beginning of your next payment cycle.

     

  • Fizzaddict
    Fizzaddict Posts: 240 ✭✭
    https://fizz.ca/en/faq/i-would-like-to-change-my-fizz-home-internet-plan-how-do-i-do-this


    On the first day of your payment cycle, when your new plan will be valid, make sure to restart your Wi-Fi modem:

    1. Unplug the power cable on your Wi-Fi modem.

    2. Make sure all the lights on the modem are off once you have unplugged it.

    3. Wait ten (10) seconds.

    4. Plug your modem back into the electrical outlet. Expect a three (3) minute delay to allow your devices to reconnect to the Wi-Fi network.

  • Whizz
    Whizz Posts: 23,494 admin

    Hello BadAssTomatito,
    I am sorry for the situation encountered,
    I have verified the account that you logged into the Community Hub with and there is no plan under it. 
    As I am unable to verify the connection, I kindly advise you to contact us in private to verify why you don't have a new speed and advise you on what we can do for you. 
    You can contact us with the steps provided by Dapfizzer.
    Also, you can use this link to do so: https://fizz.ca/en/support
    Thank you for your understanding!
    Have a good one!
    -Eugen

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