Having trouble with my modem installation, support still hasn’t answered
I installed my modem today. All lights are fine and the wifi works but I cannot connect to the internet.
I activated the modem on my account and tried configuring it with the wifi app, it stays on the setup spinner screen forever.
I wrote to support 2 hours ago and they still haven’t answered.
I’ve already restarted it multiple times, according to the lights the cable seems to work (the lights are a solid blue).
Best Answer
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Support will most likely have you try the troubleshooting steps here:
Try these and see if they help while you're waiting for support.
According to the guide, the blue lights should mean that you're able to establish a connection but the @ sign should be solid for an internet connection.
Seems like you're waiting on Fizz to activate your plan or they're unable to reach your modem to provision your internet.
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Answers
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I haven’t moved in yet and live multiple hours from my new address, will support require me to take manual actions?
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Users have reported technicians being sent to the old address and having to reschedule.
When you reach out to support, ask them to send a technician and have them confirm your new address so you won't have to deal with waiting a week or so for a reschedule and wasted time.
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Hello Lancelotbronner ,
Sorry to hear about the issue.
I verified your account and it appears that the modem is offline - so in this case, I advise you to reach our customer service : https://fizz.ca/en/support as they will need a picture of the modem`s white label, where the MAC address can be seen specifically.
Our team needs to confirm that the correct modem is registered in their tools before scheduling a technician appointment.
I saw that you tried to reach them once, but the conversation was not taken by any agent as everyone had their hands full at that moment, so I advise you to insist once again.
You can also leave us a private message ( click on our portrait ) but it might take a bit until we reply also .
Thank you for your understanding.
Have a good one,
-Raul, Community Moderator0 -
i have the same problem , support havent answered yet , worst customer support ever0