Can't stay connected for more than 12-24 hours.

naim C.
naim C. Posts: 3 ✭✭
edited October 2023 in Internet

Hi I have been a Fizz internet customer since the service started. I am in Brossard Montreal. I have always been running the modem Fizz Coda modem in bridge mode. Since this September I have to reset the AC power on the modem every time it locks up , which can be multiple times a day, mostly seems to happen after 2 am when everyone is asleep.

I had a Videotron tech come out this week and he said my signal was too strong, His signal tester showed following

CH OFDM 2 PCL Level -

13 dBmV - Outside my home on the demarcation point .

9.7 dBmV - At the output of a 3.5 dB splitter.

He said the signal was too strong so he installed a Tap that reduced the signal by 6 dB, after this the signal after now is at 6.8 dBmV.

SignalAfterTap.png

With a signal more in spec we were hoping that the modem would have less errors and be more stable.

this was not the case the modem continues to freeze and the only way to get the internet working is to reset the AC power going to the modem.

Fizz has removed the Docsis 3.1 signal logs from the CODA-4680 modem make in impossible to monitor the signal quality.

The Hitron modem when running Bridge mode can be access from on http://192.168.100.1/ and it also responds to Ping request so I started running PingINfoView from Nirsoft so I can view and report the exact time of the outages , we can see my last one occured at 2h11 AM today.

PingInfo.PNG

So come on Fizz what's going on with the modem freezing up all the time ?

It feels like your not talking this seriously at all !

Answers

  • Jess_i88b6
    Jess_i88b6 Posts: 14,056 ✭✭

    Hi

    did you already try to reset it?

    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 



    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/

  • Whizz
    Whizz Posts: 23,669 admin

    Hello naim C.  , 

    Sorry to hear about the issue!

    From what I see on your Fizz account it looks like a service call was set for your address on the 23rd of October between 07:30 AM and 20:30 PM.

    We apologize for any inconvenience caused ,but rest assured the technician will get to the bottom of the issue.

    Here you can find details on how to prepare for his visit at the last point of the FAQ : https://fizz.ca/en/faq/how-do-i-manage-appointment-technician-visit-my-service-address

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

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