New modem activated, internet not working what to do?

Ssimon98
Ssimon98 Posts: 5 ✭✭
edited June 2023 in Internet

Hello, i set up the new modem and activated the service, i can configure and find the wifi signal but it doesn’t have internet and the @ sign is not lighting up, what to do?

Best Answer

  • Jess_i88b6
    Jess_i88b6 Posts: 13,909 ✭✭
    Answer ✓

    @Ssimon98

    I will try to double-check the cable connection, reset the modem, wait 15 minutes and configure it.

    If it doesn't work, please contact the support, they can push the provisioning (the fizz configuration)

    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/

Answers

  • Jess_i88b6
    Jess_i88b6 Posts: 13,909 ✭✭
    edited June 2023

    Hi @Ssimon98

    Glad that you received the modem

    Did you wait 15 minutes?

    The first time you connect the modem you need to wait 15 minutes before configure it, since the modem is going to download all the updates

    This is the full guide https://fizz.ca/en/faq/how-install-my-wi-fi-modem(which probably you already read it)


    Verify the coaxial cable connection.


    Can I suggest resetting the modem?

    Using a small, sharp object, press the modem’s reset button for 10 seconds.

    Once your modem has restarted, follow the same instructions you used when you initially installed it.

    Wait 15 minutes

  • Ssimon98
    Ssimon98 Posts: 5 ✭✭

    Yes i did, checked the faq too not sure what to do…

  • AK20230110
    AK20230110 Posts: 5,007 ✭✭

    @Ssimon98

    Hello,

    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 ten (10) minute delay to allow your devices to reconnect to the Wi-Fi network.

  • AK20230110
    AK20230110 Posts: 5,007 ✭✭

    @Ssimon98

    Maybe your modem is not provisioned, to fix that contact support

    https://fizz.ca/en/support

  • Ssimon98
    Ssimon98 Posts: 5 ✭✭

    Thank you everyone i’ll check with support

  • Derr
    Derr Posts: 6,316 ✭✭
    https://forum.fizz.ca/en/discussion/comment/6705028#Comment_6705028

    Let us know how it ends, it may help other users in the future.

  • Whizz
    Whizz Posts: 23,158 admin

    Hello Ssimon98,
    I am sorry for the situation encountered,
    I have verified your account and I can see that you reached out to us in private.
    We have scheduled an appointment with a technician to verify the cables and coaxial outlets at your place so you connection could work.
    Thank you for your understanding!
    Have a good day!
    -Eugen 

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