Why is my internet not working?

Laurence2020_

We were watching a movie and my wifi connection dropped i am not able to log back on

Jess_i88b6

If you are experiencing internet problems with Fizz, here are some suggestions to try and troubleshoot the issue:

• Restart your modem and router: Sometimes simply unplugging your modem and router for a few minutes and then plugging them back in can fix connectivity issues.

• Try to turn off the modem, unscrew the coaxial cable, wait 5 minutes, screw back the coaxial cable and power on.

• Check your cables and connections: Make sure all cables are securely connected and not damaged. Replace any damaged cables.

• Try a factory reset 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 and then redo the installation process by following the details found here :  https://fizz.ca/en/faq/how-install-my-wi-fi-modem 

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.

Here some useful guide: https://fizz.ca/en/faq/my-device-cannot-connect-wi-fi-how-do-i-fix

You can chat in direct

Sign into your account, follow the link on this page: https://fizz.ca/en/faq/my-device-cannot-connect-wi-fi-how-do-i-fix, 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/

Andrei_ref_R7VK1

Usually a reboot helps. If not follow the above mentioned steps.

Sébastien code ZXEL1

if the two blue lights are off and the green ones have stayed on, maybe the internet is down

Whizz

Hello Laurence2020_  ,

Sorry to hear about the issue.

I verified your modem`s signals and everything appears to be in good standing.

However the is a slight congestion issue on WiFi and and it`s possible that the modem might have rebooted to possibly refresh the connection on it`s side.

If you still have these issues, I suggest upgrading your plan first, to a slight higher speed, as I see that you are also using streaming services, and with a low speed plan such situations can occur a bit often.

More details can be found here also : https://fizz.ca/en/faq/which-speed-should-i-choose

In case this issue occurs once again, reach our colleagues on Live chat : https://fizz.ca/en/support so they can check further what`s happening.

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