Why is my Internet speed so slow?

skyfly Posts: 23 ✭✭
edited January 15 in Internet

My internet speed is extremely slow. It was about 20 Mbps for all of my devices and one PC was even 12 Mbps while the speed was supposed to be 200 Mbps. I've contacted Fizz support for two times before. One agent told me to restart the modem, and I did, but the result was that the speed was about 200 Mbps just at the beginning while just about 20 minutes later, the speed slowed back to about 20 Mbps. Another suggested me reset the modem to the factory and I did but the result was just the same as the first try. 

Now I'm trying the 3rd time to contact Fizz but it seems no agent working now even though the rob told me that it had transferred me to the customer care team.

I've seen a topic talking about this same issue (Home Internet has been acting up for a while (https://www.reddit.com/r/FizzMobile/comments/18cpj1g/home_internet_has_been_acting_up_for_a_while/)) and the issued place is the same but I don't see the solution in that topic. 

Someone said they had to restart the modem every morning. But my issue was even worse: I restarted the modem and even reset the modem to the factory settings, while the speed was still extremely slow.

This speed has heavily affected my study and life. If this is the case which can't be resolved or happens very often, I'm considering switching off to another vendor.

Any suggestions?

Best Answer

  • Whizz
    Whizz Posts: 19,098 admin
    Answer ✓

    Hello skyfly,
    I am sorry for the situation encountered,
    I have verified your account and I can see that the speed of 200mbps is provided.
    The signals are within the normal parameters as well.
    In case the speed is not correct with a speed test made with the ethernet cable, I kindly advise you to try the other 3 ports for ethernet cable on the modem's back and perform a speed test using this website: https://videotron.com/en/internet/speed-test
    Should the speed not be correct, please provide us with a screenshot of this speed test when you contact us via chat, social media or send us a contact form from your Fizz account.

    I do not see any devices connected via ethernet at this time in my tools and the speed issue you encounter are related to your wifi network. 
    The wifi speed of 200mbps is split between all the devices you have connected at the same time and depends on which network your device connects to. The higher speed on wifi is provided by the 5Ggz network which works in the same room as the modem. 

    If you want to perform a speed test on wifi to accurately see the correct speed, please disconnect the wifi devices connected to the wifi, connect only one and perform the speed test while you are close to the modem. 

    Here you can see more details: https://fizz.ca/en/faq/my-wi-fi-network-slow-how-do-i-make-it-faster

    To reach us via chat/social media, you can use the FAQ above> click on the green bubble and then choose the way of contact prefered.
    Or to send us a contact form with your complaint, go into your Fizz account> My settings> contact forms.

    Thank you for your understanding!
    Have a good day!
    -Eugen, Community Moderator

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