Internet connection keeps dropping out...

André D. #17871
André D. #17871 Posts: 10 ✭✭
edited October 25 in Internet

Hello,

Since I changed to 400 mbps a few months ago, my internet connection has been unstable: it works for a while and slow down (200-500 kbps) or simply drops and I get a "not connected to the internet" message. This happens over and over.

I have restarted my computer and the router several times to try and fix the problem. It usually work for a few hours top… but this is an ongoing issue. Could you please check what's going ?

Thanks

Best Answer

  • Whizz
    Whizz Posts: 22,898 admin
    Answer ✓

    Hello André D. #17871 

    Following my verification, the signals of your modem are not in optimal parameters, however there is no maintenance work in your area. 

    Does the issue persists on both Ethernet and Wi-Fi?

    Could you please make a network scan from the Fizz Application? If you do not have it installed please download it from Google Play or Apple Store.
    The steps to make a network scan are:
    ►Stand next to your Modem
    ►Open the Fizz Wi-Fi application and tap the 3 dots in the top right to open the application menu
    ►Tap “Fizz support”
    ►Tap “Tools and support”
    Follow the prompts and accept all permissions until you reach the feature screen then click on Network Scan
    Allow the 2 minutes Scan to complete (do NOT minimize the application)

    After the scan is done, please let us know so we can verify on our end the results: https://fizz.ca/en/support

    Here are more details regarding speed issues https://fizz.ca/en/faq/my-wi-fi-network-not-optimal-its-slow-or-it-cuts-what-do-i-do

    Thanks for your kind cooperation.

    Have a lovely night!

    -Ingrid, Community Moderator 

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