My internet is down and I have restarted it but it still doesn’t work what should I do?

EdwardGodin

I have tried unplugging it for 30 seconds before replugging it. The connection doesn’t work but I have wifi connection. It seems like the internet doesn’t work and there is no signs of why. All the lights on the modem are normal, the weather is fine, and I resta lost my connection but no internet connection. Please help!!!

AK20230110

Hello,

Try 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 15-20 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

Hello EdwardGodin,
Thank you for describing your situation to us.
I have verified your Fizz member account and I can see that our technicians' team found some interferences on the system line (from the main equipment to one of the important poles around you).
So at this moment, this maintenance work is pending in your area. They did not provide any time frame until the situation is solved, however, they're working right now to fix this situation.
In the meantime, I would like to offer a helpful tip to keep you connected. Please check the "@" light on your modem periodically, and if it is lit up and stable, it means that your connection has been restored, and you will need to restart the modem by disconnecting the power cable from the back for 30 seconds and plugging it back in.
Here you can see some troubleshooting steps after the situation is over: https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it.
If the maintenance workings are not finished after 48 hours, you can ask for a refund for the days in which you had no services based on our Services Agreement paragraph 6.2.
You can see more details about our Services Agreement here: https://fizz.ca/en/faq/how-can-i-view-my-service-agreement.
Thank you for your kind understanding.
I hope you have a pleasant day!
-Mihai