I updated my home internet plan and now internet doesn't work

Bassel Posts: 2 ✭✭
edited January 24 in Internet
I updated my home internet plan and now internet doesn't work!

What needs to be done? I re-started roter more than 3 times already...


  • NAD83MTM8
    NAD83MTM8 Posts: 1,937 ✭✭

    Did you cancel your plan before changing it?

    If not it is weird and you should contact the support!

  • Carolann R.
    Carolann R. Posts: 1 ✭✭

    Maybe it takes a moment to update. If it takes too long, you should indeed contact support.

  • Easygolucky
    Easygolucky Posts: 1,089 ✭✭

    I'm sorry to hear you're experiencing issues with your internet connection after updating your home internet plan. Here are some steps you can follow to troubleshoot the issue:

    1. Check Account Status: First, log into your Fizz account to ensure your plan update has been processed correctly and there are no outstanding issues or notifications regarding your account or service.
    2. Verify Connection Setup: Ensure that all cables connected to your modem and router (if you have a separate router) are secure and properly plugged in. Sometimes a loose connection can cause issues.
    3. Restart Modem Correctly: Since you've already restarted your router a few times, try a more thorough reset:
      • Unplug the modem from the power outlet.
      • Wait for about 30 seconds to 1 minute.
      • Plug the modem back in and wait for it to fully restart. This might take a few minutes as it re-establishes a connection.
    4. Check for Service Outages: Sometimes, service interruptions are due to issues on the provider's end. Check Fizz's website or community forum to see if there are any known outages in your area.
    5. Try a Factory Reset: If the above steps don't work, you might need to perform a factory reset on your modem. Be aware that this will erase any custom settings (like Wi-Fi network name and password). There's usually a small reset button on the modem that you can press with a paperclip and hold for about 10 seconds.
    6. Connect Using Ethernet Cable: If possible, try connecting a device directly to the modem using an Ethernet cable. This can help you determine if the issue is with the Wi-Fi signal or the internet connection itself.
    7. Contact Fizz Support: If none of these steps resolve the issue, it's time to contact Fizz support. They can provide more specific guidance and check if there's an issue with your modem or connection from their end.
    8. Monitor After Fixing: Once your internet is back up, keep an eye on it for stability and performance. If you updated your plan to a higher speed or different service, make sure you're getting the performance you're paying for.

  • Whizz
    Whizz Posts: 19,077 admin

    Hello Bassel,
    I am sorry for the situation encountered,
    I can see that you have contacted us in private on the same day as you posted here and you have been informed that the connection did not work temporarily as there were some  unplanned maintenance works carried out in your area.
    At this time, your connection is fully functional.
    In case you encounter issues with your connection, you can try some troubleshooting steps from this FAQ: https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it

    If none of the steps from there help, you can always reach out to our customer service team, by going to the FAQ above, scroll down, find the green bubble and then choose the communication channel preferred.

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

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