Internet connectivity problems
- the internet connection cuts out/reconnects periodically
- the modem sometimes goes down and we are forced to reset it
- the internet is generally very slow when simply browsing the web or watching netflix.
We would appreciate any assistance or explanation on how to resolve these issues as we work from home and the past few weeks have made it very difficult to work.
(Plan Details: 400 mbps down, 50 mpbs up)
Thank you
Best Answer
-
Hello yotortellini
Following my verification, there is no maintenance work in your area, also the signals of your modem are in optimal parameters. Could you please verify if the cables show any sign of damage? Also, please process a factory reset of your modem. This can be done by locating the reset button, which is situated on the back side of the modem just above the Ethernet ports. Using a small, sharp object, such as a pin or paperclip, press and hold the reset button for 10 seconds, until all of the LEDs on the modem turn off.
It's important to keep in mind that resetting the modem to its factory settings will erase any modifications that have been made to your Wi-Fi modem settings thus far. As a result, you may need to reconfigure your devices' Wi-Fi settings, including the network name and password.More details regarding internet issues can be found here https://fizz.ca/en/faq/my-internet-service-not-working-what-do-i-do
If the issue persists, feel free to contact us directly and we will gladly assist you further: https://fizz.ca/en/support
Have a lovely rest of the night!
-Ingrid, Community Moderator
0
Answers
-
Probably they touch the coaxial cable or damage it
Contact the support in order to get the signal tested
0 -
Hi,
I suggest you restart the modem, in order to refresh the network connection and then perform an analysis using the WiFI Fizz application.
You unplug the power cable from your Wi-Fi modem.
Make sure that all the lights on the modem turn off after the modem is unplugged.
Wait ten (10) seconds.
You plug the modem back in. Allow up to three (3) minutes for your devices to reconnect to your Wi-Fi network.
To begin the analysis, follow these instructions:
►Stand next to your modem
►Open the Fizz Wi-Fi app and tap the 3 dots in the top right to open the app's menu.
►Tap on "Fizz support"
►Tap on "Tools & Support".
Follow the instructions and accept all the permissions until you reach the features screen, then click on "Network Scan".
Allow the 2 minutes to pass for the analysis.
Contact support for check signal: Contact us | Fizz
0 -
These problems sound quite frustrating, especially when you're working from home. Let me offer some suggestions that might help:
First, I'd recommend checking if this is a building-wide issue or specific to your unit. If others are experiencing similar problems, it could indicate an installation issue that needs to be addressed at the building level.
For your specific connection issues:
- Try repositioning your modem away from potential sources of interference (other electronics, thick walls, metal objects).
- Connect directly via Ethernet cable to test if the issue is with the Wi-Fi rather than the internet connection itself.
- Check all cable connections to ensure they're secure and undamaged.
- If you're using a Fizz modem, you might want to contact Fizz support directly as they can run remote diagnostics on your equipment.
- Consider that your building's new fiber installation might have some initial configuration issues that need addressing by Bell technicians.
Your plan should definitely provide much better performance than what you're describing. With 400 Mbps down, you shouldn't be experiencing slowdowns for basic browsing and streaming.
Have you tried running speed tests at different times of day to see if there's a pattern to when the connection is poorest? This information could be helpful when you contact support.
0
