Internet down multiple times a day

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RA89
RA89 Posts: 5 ✭✭
edited December 2022 in Internet

I've seen a couple of posts around that seem to be plagued with the same problem :

Internet goes down multiple times a day (I'd say around 2 to 3 times a day in my case). No connection for wifi, nor for a wired connection that goes to a desktop PC. This has been happening for around a week. Every time I reset the modem and the internet is back for some hours, but eventually at some point in the day, it's down again. I tried resetting to factory settings, but that didn't seem to solve the problem either.

If anything, I've noticed the arrows are changing colors :

The up arrow (upstream) stays blue, which I think is fine,

The down arrow (downstream) looks white ? Not sure if it should be blue or green.

Has anyone had any luck solving this problem so far ? Should I actually try and contact a technician ? Or is it possible to get like a modem exchange from Fizz ?

Best Answer

  • Whizz
    Whizz Posts: 19,166 admin
    edited December 2022 Answer ✓
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    Hello RA89,

    First of all thank you for being part of the Fizz community!

    You have my apologies for the situation encountered.

    Following the verifications I see that some of the signals aren't in the normal parameters, they are related to the coaxial cable. Please restart your modem by unplugging it from the electrical outlet a few seconds and plug it back. In the meantime make sure the coaxial cable is well inserted at both ends and undamaged. 
    You can find more information in this FAQ: https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it
    In case the situation won't improve after this, please contact us in private following the steps from this link: https://fizz.ca/en/support , we are online 24/7.
    I wish you a great day,
    -Georgian

Answers

  • Mamie
    Mamie Posts: 1,784 ✭✭
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    @RA89

    Hi, some subscribers are having this kind of difficulty these days. You have tried restarting your modem and putting it back to factory settings. According to what you describe, it seems to be looking for its download frequency. Can I suggest you to unplug the coaxial cable from the coax outlet and the modem, wait several minutes and then plug it back in first to the outlet and then to the modem. It should restart, try to authenticate and reconnect to the Fizz network..

    This page could also bring you some leads.

    https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it

    You can contact customer service who can inform you if there is maintenance work in your area or check your modem with their tools. To contact customer service, open this link: https://fizz.ca/en/faq/resolving-issues

    and just scroll down until you see the green bubble with a question mark which you click on, then a second click to start your session.

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