Regular home internet interruption

colonyan · March 2023

My home internet is cutting off for 3-4 hours regularly at very specific time of the day. It occurs during late morning and I have to wait until 2pm at later until it comes back.

The modem is constantly having the upstream light flashing all the time and the online light does not come back.

This is very frustrating as it used to reconnect back within minutes before but now I can not use the service for several hours during the day.

Help would be much appreciated. Thank you.

Whizz · March 2023

Hello colonyan,

Thank you for being part of the Fizz community!
Following the verifications in our tools, there isn't any maintenance on going that could affect your services. However, some of the signals related to the coaxial cable aren't in the normal parameters.
Please restart your modem by unplugging from the electrical outlet and make sure the coaxial cable is well inserted at both ends and undamaged. If the situation will persist after this, please contact us in private. There we will be able to make more verifications in order to fix everything. For more information about cutoffs, you can verify this FAQ: https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it
You can get in touch with us from this link: https://fizz.ca/en/support

I am counting on your understanding and I wish you a great day,
-Georgian

Sébastien code ZXEL1 · March 2023

Please check if the coaxial cable is correctly screwed at both ends, also check if your electrical outlet is working properly, without extension without multi-sockets.

I advise you to unplug the modem from the electrical outlet and plug it back in.

Here is a useful link: https://fizz.ca/fr/faq/votre-seau-wi-fi-coupe

If the issue is still relevant, please contact us privately so that we can help you.

Thank you for your cooperation, I wish you a good day.

Sébastien code ZXEL1 · March 2023

try to close the modem, when the modem is off, disconnect the coaxial wire, wait 5 minutes, reconnect the wire and turn on the modem.

If after a few minutes you will not be able to use the internet, you should contact support, as there may be a temporary problem in your area.

If the situation persists, I advise you to communicate directly with the Fizz support team.

You can chat live

Log in to your account, go to the page https://fizz.ca/en/faq/what-to-do-if-I-can't-log-in-my-fizz-account, wait 3 seconds for the green bubble with a '❔' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode and choose the option 💬 Chat.

or by private message on Facebook: https://www.facebook.com/fizzca/

Derr · March 2023

You should ask for a replacement

Vasiok · March 2023

Regular home internet interruption

colonyan

Mar 6, 2023

My home internet is cutting off for 3-4 hours regularly at very specific time of the day. It occurs during late morning and I have to wait until 2pm at later until it comes back.
The modem is constantly having the upstream light flashing all the time and the online light does not come back.
This is very frustrating as it used to reconnect back within minutes before but now I can not use the service for several hours during the day.
Help would be much appreciated. Thank you.

try to verify if you didn't programmed by error a internet shut-off between those period of time?

colonyan · March 2023

The first link is giving me 404.

I will use the trick and face book link when it happens again.

I believe there's no timer set to shut off the internet based on time of the day...

Other thing I've found is that I've been connecting ethernet cable for my pc and I had to use wifi back to have my phone connect back to internet even after the 4th light came back. I will see how it behaves...

Jess_i88b6 · March 2023

Hi @colonyan

This is a good guide https://fizz.ca/en/faq/my-modem-connected-cable-my-connection-keeps-cutting-out-how-do-i-fix

When this happens what are the light status? You posted only the up stream

If the upstream or downstream is off, it means that you have a problem with the cable signal, if this is the case, you should contact the support when this happens, in this way they can check the signal. And if they don't have a problem in your area, they will send a tech to further investigate the problem.

You can chat in direct

• Sign into your account

• Follow the link on this page: https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do

• Wait 3 seconds for the green bubble with a '❔' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode

• Choose the option 💬 chat

• If the green bubble does not appear make sure your ad blocker is disabled, otherwise try with another browser.

Or by private message on Facebook: https://www.facebook.com/fizzca/