Internet connection cut off repeatedly
Hello Fizzers.
I am with Fizz internet for 5 months, and it was good until recently. My phone and laptop cannot connect to internet due to no functional internet, which forces me resume the modem to make it work. I believe there is always internet signal from outside to modem but somehow the modem doesn't work properly. But the modem is new, and it did its job properly at the beginning, I don't know why the scenario happens. I am working from home, so have stable internet connection is crucial, I hope anyone knows how to solve this issue can give me some advice. Thank you! P.S. I didn't add new devices recently, didn't change settings either.
Best Answer
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Hi
Start with this simple solution that often solves the problem
- Unplug the power cable on your Wi-Fi modem.
- Make sure all the lights on the modem are off once you have unplugged it.
- Wait ten (10) seconds.
- 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.
you can try some of the troubleshooting mentioned in those link
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
At point 3 of the next link Check the status LEDs on your WI-FI modem
This list of the lights of your Wi-Fi modem and the different possible states:
https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it
If you still have the problem contact Fizz support for help
Here's how to contact customer service
In status of our services you click on Check out the services
Then you press the interrogation point (?) at the bottom right and all you have to do is choose the platform to contact them.
Chatting is the only fast and efficient method because you interact directly with customer service
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Answers
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Thanks for the answer. I did solve the problem by turn off and turn on the modem, but it is annoying this issue happens on the daily basis. Every time I reboot the modem, it takes 10 minutes for my devices to get the connection back. I would like to know a way to avoid doing so frequently. Let's say once a month would be acceptable.
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service has been good for me
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I am not sure, maybe modern is breaking down? Cause every time I restart it, I can have my internet connection back for a while.
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surely a problem with the modem can be contacted customer service .. bulle vert en bas a droite
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Even once a month shouldn't be acceptable, I've had their modem for 2 years with 0 issues so the problem must be related to your location!
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Ironically this was the same problem that I was seeing when we decided to try out Fizz INternet ..
Speed was great, but the connection was never stable .. so we decided not to switch over to Fizz and ended up returning the modem...
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here too zero problems in 2 and a half years
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Hmm.. maybe i shouldnt have jumped to conclusions and returned the modem.. I could have asked to change the modem first ..
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Have the same issue, my modem would lose its connection and the only way to regain it was to power cycle the device.
It would originally happen once a month or so, but I was too lazy to contact support and it went on for a while.
Then it got worse and I had to reboot the modem once a week and sometimes multiple times a day. Finally reached out to support and at first they blamed the fact that I had disabled the bridge mode (since I use my own router) and had to re-enable it for them to allegedly collect more logs...
So I removed my router, use the modem’s built-in, still kept losing my connection… Tried with an older router I had lying around, no luck. Disabled all my IoT, because they suspected some interference, still no luck. Upgraded to a new mesh router setup, again no luck.
They eventually sent a Videotron tech to swap my modem and test the setup, had a whole week without issue, then it happened again...
Incidentally, I spoke to another Videotron installation tech who actually let it slipped that Fizz has it's own dedicated backend equipment separate from Videotron and it's notorious for connection issues, so the issue is not necessarily on the modem side...
I ended up putting the modem on a smart outlet that power cycles the device for a few minutes early in the morning to force it to renegotiate a fresh connection. In the past 4-5 months, I’ve had to do reset it manually maybe twice. It seems more stable now. When I have time, I'll try disabling the schedule to test out how long it lasts.
Honestly, the only thing preventing me from cancelling the service so far has been the pricing… Never had these issues with Videotron.
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