Modem turning off at random times.

Chris_Renaud
Chris_Renaud Posts: 2 ✭
edited February 14 in Internet
Hello everyone,
First of all, here is the information:

I have FIZZ internet at 400mb/s.
I use both Wi-Fi and Ethernet.
There are 2 of us in the house using Wi-Fi and Ethernet. At most, 2 cell phones, 1 computer, and 2 TVs use the Wi-Fi at the same time.
Here’s the problem:

Usually, at least once a day, the modem stops working.
I have to restart it by unplugging the power and waiting a few minutes for everything to return to normal. Both the Wi-Fi and Ethernet connections stop working.
Usually, the Download and Upload lights are two shades of blue, but during these disconnections, they turn green.

These disconnections happen either after using Wi-Fi for a few hours or when there is a "heavy demand" on Wi-Fi (for example, 2 TVs streaming Netflix, or when I’m playing online/downloading a game while my girlfriend is watching Netflix).

This is becoming frustrating...

Do you have any solutions? I’ve looked into several things online, but having to restart my router every time my Wi-Fi goes down is...

Answers

  • elena code xzi4t
    elena code xzi4t Posts: 10,363 ✭✭

    Hi @Chris_Renaud

    Experiencing random modem shutdowns can be frustrating, especially when it disrupts your internet usage. Here are some steps to diagnose and potentially resolve the issue:

    Is the modem overheating? Place the modem in a well ventilated area

    Verify the power strip if any

    Inspect the cables to be sure that are ok

    I will try to factory reset by pressing and holding the reset button on the modem for about 10 seconds

    If nothing helps, contact the support https://fizz.ca/en/support

  • BlueGiant_L57D2
    BlueGiant_L57D2 Posts: 7,680 ✭✭

    Hi @Chris_Renaud,

    Did you follow the different instructions available on the Fizz website?

    https://fizz.ca/en/faq/my-internet-service-not-working-what-do-i-do
    https://fizz.ca/en/faq/my-wi-fi-network-not-working-its-slow-or-it-cuts-what-do-i-do

    If after following these steps, the problem is still present, I recommend that you contact Fizz customer support. Maybe they will replace your modem.

    https://fizz.ca/en/support
  • Whizz
    Whizz Posts: 24,130 admin

    Hello Chris_Renaud ,

    Sorry to hear about the issue.

    I verified your modem`s signals and it appears that a few signals were a bit out of normal readings but everything appears to have been stabilized.

    If the usage is too high, I recommend disabling band steering first via the modem interface,  renaming the 2,4 and 5 Ghz bands ( so you can recognize them easier ) and connecting the hard usage devices on the 5 Ghz band and the lower usage devices on the 2,4 Ghz band.

    To do that you will need to access the modem interface via 192.168.0.1 on any page of a browser.

    Username : cusadmin
    Password : your Fizz WiFi password.

    Once there, go to the Wireless settings and disable the band steering and proceed forward as instructed by me earlier.

    Test how the connection performs afterwards.
    More details can be found here also : https://fizz.ca/en/faq/my-wi-fi-network-not-working-its-slow-or-it-cuts-what-do-i-do

    You can also scan the modem using the Fizz WiFi app to see if there are extra troubleshooting steps that you could take from there : https://fizz.ca/en/faq/what-are-wi-fi-technologies-used-fizz

    If you still have issues, reach our customer service for further investigations.

    Thank you for your understanding.
    Have a good one,
    Raul, Community Moderator


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