Internet cutting out - yet again

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Wyllas
Wyllas Posts: 4 ✭✭
edited December 2023 in Internet

This question is for the other user - since I know the team will just copy paste the same premade answer to reboot the modem for the 38848383 times :

Did anyone ever managed to fix the internet shutoff where the modem is all powered up and the lights are good ?

I've already tried upping my plan to the max one they have and it didnt help.

I'm currently shopping for a new plan, but would rather not have to do a switch because of the hassle of having to return the modem.

Once again, please, I want a community answer, not a staff answer. I already tried restarting my rooter. It does not work.

Answers

  • Wyllas
    Wyllas Posts: 4 ✭✭
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    I'd like to also add : my problem has nothing to do with wifi. I want stable ethernet, not stable wifi. Distance doesnt apply here.

  • Jess_i88b6
    Jess_i88b6 Posts: 13,037 ✭✭
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    Hi @Wyllas

    If you are experiencing internet problems with Fizz, I will contact the support in order to have your connection checked.

    These are some common trouble shutting steps, but I believe that your problem is the signal from the coaxial cable.

    • 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/

  • Wyllas
    Wyllas Posts: 4 ✭✭
    edited December 2023
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    I see that this forum is just for the same answer over and over again. It's like I wasnt even read.

    I'm good. I'm tired being making fun of as a customer.

    Ill go somewhere else, you just confirmed it. Thank you :)

  • Jess_i88b6
    Jess_i88b6 Posts: 13,037 ✭✭
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    I am a user, and I wrote

    I will contact the support in order to have your connection checked.


    These are some common trouble shutting steps, but I believe that your problem is the signal from the coaxial cable.


  • Easygolucky
    Easygolucky Posts: 1,089 ✭✭
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    It sounds like you're experiencing a frustrating issue with your internet connection, where the modem appears to be functioning normally (with all lights indicating as such), but you're still facing disconnections. This can be particularly annoying, especially when you've already tried the usual troubleshooting steps like restarting the modem and even upgrading your plan. Here are a few suggestions from a user perspective that you might consider:

    1. Check the Modem's Health: Even if the lights on your modem look fine, the device could still be faulty. Look for signs like overheating or old firmware. You might be able to access the modem's settings through a browser to check for any firmware updates or logs that indicate a problem.
    2. Cable Connections: Since you mentioned wanting stable Ethernet, check all cable connections, including the Ethernet cable and the coaxial cable connecting to the modem. A loose or damaged cable can cause intermittent disconnections.
    3. Network Congestion: Sometimes, network issues are due to congestion, especially during peak hours. While this is more of an ISP-side issue, understanding the pattern of disconnections might help identify if this is the case.
    4. Modem Placement: While you mentioned that distance doesn't apply, the placement of the modem can still affect its performance. Ensure it's placed in an open, well-ventilated area and not surrounded by too many obstructions or electronic devices.
    5. Try a Different Modem: If possible, test with a different modem. This can help you determine if the problem is with the modem itself or if it's an issue with the service.
    6. Inspect the ISP's Box Outside: Sometimes the issue could be with the external box where the ISP's line comes into your home. Any damage or loose connections there could affect your service.
    7. Contact Fizz with Specifics: When you reach out to Fizz, provide them with as many specifics as possible – times of outages, frequency, activities during outages, etc. This might help them diagnose the issue better than the standard "restart your modem" advice.
    8. Consult Neighbors: Check if neighbors using the same service are experiencing similar issues. Sometimes, regional issues can affect multiple users in the same area.
  • Whizz
    Whizz Posts: 19,102 admin
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    Hello Wyllas,
    Thank you for describing your situation to us.
    I have verified the situation and I can see that one of my colleagues already sent a technician to your place to solve your internet connection.
    I hope you have a pleasant day!
    -Mihai, Community Moderator

This discussion has been closed.