Home internet installation not working, upstream and downstream lights are flashing.

Strixfx
Strixfx Posts: 2 ✭✭
edited July 13 in Internet
Hello,

I received my modem around 2 hours ago.

I followed the steps exactly as described on their labeling, website, youtube video and other forum discussions.

I was previously with Videotron. The videotron tech installed a coaxial cable that I was using with Helix.

I am using the same coaxial cable on the Fizz modem.

The coaxial cable had an attenuator (6dB). I tried the installation with it on and with it off. None of the two changed anything.

My down stream and upstream lights are flashing green. The rest of the lights are turned on and stable.

I've contacted support, but I've had no response.

I don't know what to do, I've spent a lot of time on this.

I have as of now no internet.

Best Answer

Answers

  • Whizz
    Whizz Posts: 23,016 admin

    Hello Strixfx, 
    I am sorry to hear about the situation encountered with your home internet plan. 
    After making the necessary verifications into my tools I was able to see that, the modem appears online now. 
    The signals are ok and everything seems to be in order. 
    In case you are still encountering issues, please restart the modem.  

    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 

    Also, our customer service agents are available at any hour. If needed contact them to assist you further. 
    To do that, use this link: https://fizz.ca/en/support 
    Your cooperation is highly appreciated. 
    Have a great day. 
    -Lavinia, Community Moderator 

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