Internet issues

laurent F. #19033

Hi everyone,

I'm writing here because I don't know where to look anymore. I've had 3 support ticket and 1 technician come to my house, and another one is scheduled for this week.

Basically, I've been having intermittent internet cut off for the past few months.

Always between 13h and 17h, the signal will simply cut for ~2-3 minutes, and come back. The technician have verified the quality of the signals, wires and equipment, and everything was fine. I asked to schedule a change of router for I was told that I was gonna have to pay. I'm on the verge on simply changing provider, but I wanted to ask here first and see maybe if the last technician visit will change something.

To clarify :

• I am using the router Fizz provided when I started with them as a provider (4 years ago).
• I recently changed my plan from 120mb to 400mb. The timeline seems to coincide with the beginning of my issues, but I can't confirm 100%
• The signal cut off always happens between 1pm and 5pm, and usually at around 2pm.
• It lasts from 2 to 5 minutes. Both the Wi-Fi and the Ethernet cable won't work during that time.

Has anyone experienced some kind of similar issues? If so, what did you do to resolve it?

Thanks!

Jess_i88b6

Hi @laurent F. #19033 ,

did you check the modem led's status when you have the problem?

Do you have any electromagnetic source near the modem? (a user had a problem with the installation of the EV charger)

Did you try to move the modem?

Did you try to do a modem factory reset?

laurent F. #19033

Hi Jess,

Thanks for your reply.

1 - Unfortunately, I never have the reflex of checking the status during the outage, but it's a good idea. I'll do that next time.

2 - A television only, but it's pretty far from it (~ 1 meter).

3 - I did not, would it do something? The issue isn't a momentarily loss of signal related to the location of the router, because I'll have the same issue if I'm working next to the router.

Jess_i88b6

Hi

the reset will help to see if it is a wrong configuration, strange but can happen.

Do you have the possibility to connect the modem in a UPS to eliminate a power oscillation factor, not all the device respond the same to an electric glitch.

Also check if the modem doesn't become hot, I already read member having it in a very closed space, and other that they didn't remove the plastic.

laurent F. #19033

Hi,

I already tried a factory reset, it did not help.

I'm not sure what you mean by "in a UPS" ? I'm not that familiar with networking in general.

I just had a bad outage today (~20 minutes). I checked the temperature and while it was hot, it was really not abnormally hot.

I took a recording of the modem lights during an outage. At first, all lights are on besides the "@" light. Then, few minutes into the outage, the "@ " light is still off, and the 2.4g is on and off (on for 4-5 sec, then back, then off, etc. ).

Not sure if that's helpful to you,

Thanks!

Jess_i88b6

UPS = Uninterruptible Power System https://en.wikipedia.org/wiki/Uninterruptible_power_supply

If at the moment of the outage till 30 seconds, all the led are normal and only the @ off, this is strange since it means that the modem is not authenticated, usually this can happen only at boot of the modem, should not happen during the operation without loosing the carrier, which you can see from the led status of the 2 arrows.

• Can you connect to the modem using the browser? http://192.168.0.1 Username: cusadmin
• Password: (enter the new password you chose)

You should have a status page, check the uptime there, if they say more that the last problem, it can mean that the problem is the cable signal, if you didn't power cycle the modem, and it says only from the last problem it means that it is related to the electric power, it can be inside the modem or from the outlet.

Whizz

Hello laurent F. #19033,

Following the verifications I see that you discussed with a colleague yesterday and the situation was resolved. Please test for a few days and keep us informed about the results.
We remain available 24/7 and you can contact us anytime from this link: https://fizz.ca/en/support
Rest assured that this isn't the experience we want to provide to our members and we are trying our best to come with a solution to every particular case.

I wish you a good day,
-Georgian 

PatofB

@laurent F. #19033

Please let us know if your problem is fixed and what was the actual fix, if you can.