home internet

Murat K.
Murat K. Posts: 2 ✭✭
in Internet

the modem is broken we have been using for a long time, the internet cuts out all the time and we haven't the internet for the whole day please replace this modem for me where can I find help for this

Answers

  • Jess_i88b6
    Jess_i88b6 Posts: 13,907 ✭✭
    edited August 2023

    Sorry @Murat K.

    Here we are users, did you try to do some troubleshooting?

    Here some steps

    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


    If these steps doesn't helps, please contact the support



    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/

  • Murat K.
    Murat K. Posts: 2 ✭✭

    I've tried all the protocols that you said I read them all the site I know as much as a technician it still doesn't work the modem has to be changed we've been using it for a long time

  • Jess_i88b6
    Jess_i88b6 Posts: 13,907 ✭✭

    You need to contact the support


    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/

  • elena code xzi4t
    elena code xzi4t Posts: 8,582 ✭✭

    The modem doesn't have an expiration date, why do you think that it is broken and that you don't have a problem with the coaxial cable?

  • Andrei_ref_R7VK1
    Andrei_ref_R7VK1 Posts: 8,177 ✭✭

    You should have a good reason for the modem replacement. Try the steps mentioned above by @Jess_i88b6, it it doesn't help contact customer support.

  • Whizz
    Whizz Posts: 23,158 admin

    Hello Murat K.  ,

    Sorry to hear about the issue.

    I verified your modem`s signals and it would be best to just try to set a service call , and have a technician to come and check what`s happening while also solving the issue.

    This can be done on either social media ( a request for a technician visit ) or on Live chat : https://fizz.ca/en/support

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

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