Upstream connection isn’t showing up

Ggingras
Ggingras Posts: 1 ✭✭
edited August 2023 in Internet

hi, I just moved into a new place and my wifi isn’t working. I moved the modem from one apartment to another and now there isn’t any upstream lights going on. I know it my be the connection cable but there’s nothing I can do to fix that? How can I get help to fix my wifi?

Answers

  • Andrei_ref_R7VK1
    Andrei_ref_R7VK1 Posts: 8,177 ✭✭

    Looks like a technician needs to come and check the cable. For this you need to contact customer support.

  • Sébastien code ZXEL1
    Sébastien code ZXEL1 Posts: 7,658 ✭✭

    have you checked if there is another cable in the apartment

    you can contact support to see if the Internet has been activated for your apartment

    green bubble bottom right https://fizz.ca/en/support

  • AK20230110
    AK20230110 Posts: 5,007 ✭✭

    Hello,

    You can consider resetting your Wi-Fi modem to its factory settings

    IMPORTANT: This will reset any changes that have been made to your Wi-Fi modem settings to date. You may also need to reconfigure your devices’ Wi-Fi settings (network name, password, etc.).


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


    Once your modem has restarted ( after about 15 minutes ), follow the same instructions you used when you initially installed it.


    Reminder: The default username (Default Wi-Fi network) and password (Default key) for your Wi-Fi network are written on a sticker on the back of your Wi-Fi modem.


    Try manually selecting different Wi-Fi channels on your modem:

    A series of channels are available on each frequency (2.4 and 5 GHz) of your Wi-Fi modem. Interference can have an impact on these channels.

    Manually changing the channels used for your Wi-Fi connection can improve your modem’s signal. ... 

    Choose a channel that’s far from the one your modem currently uses, and test it for a few days to see whether things improve or not. Ex. Go from channel 6 to 11. Or, from channel 6 to 1:


    Option 1: With the Fizz Wi-Fi app.


    1. Once in the app, choose My Wi-Fi.

    2. Select your Wi-Fi network.

    3. Select Advanced settings.

    4. You’ll see Wi-Fi 2.4 and Wi-Fi 5. Select a different channel for each frequency


    Option 2: With a browser.


    1. Connect to your Wi-Fi network. 

    2. Open the browser on any device, and enter the address 192.168.0.1

    3. Log in using these credentials:


    Username: cusadmin

    Password: (Enter your password, the one you chose when you initially configured your network)

     


    4. In the green bar, select Wireless.

    5. Then select:


    Basic settings

    5 GHz and/or 2.4 GHz

    Wireless channel

     

    6. Select a different channel.


    https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it#6


    If in doubt you can always consult with the customer support: https://fizz.ca/en/support

  • Whizz
    Whizz Posts: 23,158 admin

    Hello Ggingras  ,

    Sorry to hear about the issue.

    From what I see, you have a moving appointment for the 7th of August, and you set a deactivation date for the internet service at the old address today - so it`s normal that you don`t have a working connection at your new address.

    Please wait until the appointment takes place, and after you set-up the connection, test if the connection is working properly.

    More details on how the moving process works can be also found here : https://fizz.ca/en/faq/im-moving-how-do-i-change-my-address-my-home-internet-service

    Thank you for your understanding.
    Have a good one,
    -Raul

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