I have no internet and can’t seem to access support - thoughts?

Valgnou
Valgnou Posts: 6 ✭✭
edited June 1 in My Mobile

Hi, I’ve been without internet since last night. Tried rebooting the modem but no luck. Both wifi and ethernet are down. The 2.4 and 5gz lights are off on the modem. This morning I’ve been trying to contact Fizz support for help, but I’m getting no answer that it be on chat or fb messenger. In the past, on chat, I’d see I was in a queue but not now. Is this no longer a feature? I feel I’ve been put in a void and forgotten. Any thoughts as to a way forward to resolve my issue?

And while I’m here, a comment: I get that Fizz is cheaper because their support is only through chat. But when your internet is down and the only way to contact them is using internet, it’s not ideal. Good thing I have enough mobile data to use my phone to do so…

Thanks for any advice you might have for me!

Best Answer

  • AK20230110
    AK20230110 Posts: 5,107 ✭✭
    edited June 1 Answer ✓

    Hi @Valgnou

    Yes, maybe they are working on your area!

    Try to survey, the "@" light on your modem periodically, and if it is lit up and stable, it means that your connection has been restored, and you will need to restart the modem by disconnecting the power cable from the back for 30 seconds and plugging it back in.

    Also you could also, try a factory reset the modem.

    You can also open a new thread and post you referral code, asking the community for some extra data ( just in case you are running low, and until the/your internet is back )

    Here you can see find troubleshooting steps :

    https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it.

Answers

  • Valgnou
    Valgnou Posts: 6 ✭✭

    Maybe. They wouldn’t say it in the “service status” section of the website? It still doesn’t explain why they’re mia in the chat though :/

  • BeakBird
    BeakBird Posts: 3,654 ✭✭

    Hi @Valgnou , in my experience with the chat it can take up to 30 minutes to get an agent.

    How long did you wait?

  • AlexJS
    AlexJS Posts: 992 ✭✭

    That's a tough situation to be without internet, I would stick on the chat so they can troubleshoot your connection and modem. It doesn't seem like a widespread outtage for others internet.

  • Whizz
    Whizz Posts: 23,503 admin

    Hello @Valgnou,

    We are sorry to hear about the situation encountered with your internet services. Please try to verify the coaxial cable at both ends, to be well screwed and not damaged in any way.

    Also, is the modem connected directly to the power socket? If possible try to change it with a different one in order to see if there will be any changes.

    In this process, leave the modem unplugged for at least 30 seconds, to make a reboot, like here: 

    https://youtu.be/FUup6jfIvGA 

    You can also go back on our Live Chat in order to obtain assistance from one of the customer service agents. I can see that someone replied to you however you were no longer available.

    The waiting time can be a little higher, depending the number of clients already in the queue and the available agents however, rest assured someone will reply to your messages.

    You can go on the same thread as it remained open or you can access this link: https://fizz.ca/en/support


    Thank you for understanding and cooperation.

    Have a great day.

    -Lavinia, Community Moderator


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