WIFI connection problem

behrouz

Hello,

I have a problem with my Wi-Fi connection. It has been 2 days that the status and upload lights are off on my modem. I can connect to the wifi but no internet. I've tried rebooting and then resetting the modem and neither of them helped. I wonder what could be the problem? Obviously, this sort of thing needs to speak with customer service to send an IT person to figure it out and simply chatting with a bot is not helpful at all!!

elena code xzi4t

Hi @behrouz

This it seems a problem with your coaxial cable, double check it.

To chat with the support go to this page

Contact us

, and click on the green bubble on the bottom right of the page in order to chat with them to find the right solution for you.

Start to chat with the support, and after the second phrase, ask to talk with an agent

Mark123_2024

You should contact the customer service department for checking if your plan is actually active.

kaitokun

Lol you already said it yourself. Go contact support 😀

Mark123_2024

Contact support team from Fizz.

behrouz

elena code xzi4t

May 24, 2024

Hi @behrouz

This it seems a problem with your coaxial cable, double check it.

To chat with the support go to this page

https://fizz.ca/en/support

, and click on the green bubble on the bottom right of the page in order to chat with them to find the right solution for you.

Start to chat with the support, and after the second phrase, ask to talk with an agent

Thanks for your help, I didn't know it's possible to contact an agent from the chatbot.

Whizz

Hello behrouz,
I am sorry to hear about the situation encountered with your internet plan.
From what I can see  in my tools, your modem is currently offline. 
Please verify the coaxial cable to be well screwed and not damaged in any way. 
Also, you can try again to restart it, making sure the modem  is connected directly to the wall socket, without an extension cord. 

To restart the modem, you can unplug the power cable for minimum 30 seconds.
After that, please plug the modem back on into the electrical outlet and expect about 3 minutes for the device to fully reconnect to the network.
Here you can see exactly the process: https://youtu.be/FUup6jfIvGA
In case the issue persist, please contact our customer service agents, using one of the available channels from here: https://fizz.ca/en/support 
They are available at any hour and they will assist you in this matter.

Your understanding is highly appreciated.

Have a wonderful day.

-Lavinia, Community Moderator 

Whizz

Hello,
I have offered best answer to @elena code xzi4t as the reply included the correct explanations for this situation.
Have a great day.
-Lavinia, Community Moderator