very low speeds today

Samdude
Samdude Posts: 8 ✭✭
edited October 2022 in Internet

Is there a known issue with the service? low speeds usually under 15Mbps causing a lot of complaints at home. Dorval area.

I have reset the modem and router numerous times.

Please advise.....

Best Answer

  • Whizz
    Whizz Posts: 23,081 admin
    Answer ✓

    Hello hello Samdude 

    I looked into your modem's signals and I could see that you have had a period during which the signals were out of the norms however the signal has been corrected in the following days. I would recommend to look into the coaxial cable and see if both of its ends are plugged in correctly. 

    I would also recommend to try a factory reset to see if returning the modem to its default states uncaps your speed. Grab a thin object and turn the modem around. There's a small hole near the ethernet port under which is a button. Push it down with the thin object for 30 seconds and then let the modem restart. 

    If the situation doesn't change you can contact us through our Contact Us page and our social media platforms. While being logged in your account, look for the green bubble that is on the lower right corner of the page of our Contact Us page. Click on it and then click again on the last button on the button to access our own chat rooms.

    Contact Us page: https://fizz.ca/en/support

    Have a wonderful night!
    -Paul

Answers

  • Mamie
    Mamie Posts: 1,784 ✭✭

    @Samdude

    Hi, there has been network maintenance in some areas of Montreal recently. If you have restarted the modem/router several times, then you must contact customer service. They can let you know if there is maintenance in your area or check with their tools to see the status and connection of the modem. Go to this page: https://fizz.ca/en/faq/resolving-issues

    and simply scroll down until you see the green bubble with a question mark, to your right, click on it and then another click. You can chat with support. Chat is the faster way.

    You can also use Facebook: https://www.facebook.com/fizzca/

  • Samdude
    Samdude Posts: 8 ✭✭

    Thank you for the quick response!

    If there is maintenance, the Status page should show that instead of showing everything is functional.

  • Mamie
    Mamie Posts: 1,784 ✭✭

    @Samdude

    Yes, I understand you and it would be better for subscribers. But it's Videotron that maintains the collective network and that doesn't always appear on Fizz's service report. Sometimes, these are unpredictable and occasional breakages too.

    I hope your problem will be solved very soon.

This discussion has been closed.

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