Seeking Advice on frequent internet disconnections

Andres G. #3489
Andres G. #3489 Posts: 2 ✭✭
edited June 12 in Internet

Hi Fizz community,

I have been a satisfied Fizz customer for over 5 years and recently decided to purchase the internet package for my home.

For the past 6 months, the service has been relatively stable, with only a few disconnections (around 5 times) lasting about 10 minutes each. This was manageable, but far from ideal, especially compared to my previous experience with Bell, which had only one issue in 3 years.

However, things took a turn last week when the connection began dropping frequently, several times a day, and in a very unpredictable manner. Sometimes it disconnects after 10 minutes, and other times it lasts for up to 10 hours. The recovery time is also inconsistent, ranging from 2 minutes to 2 hours. This has become quite frustrating, especially in the current work-from-home environment.

Here are the steps I’ve taken so far to address the issue:

  1. Contacted support (5 times). According to them, there are no outages or work on the area, but they recognise there are issues with the connection.
  2. Unplugged and re-plugged the modem
  3. Performed factory resets (3 times)
  4. Adjusted modem settings
  5. Had technicians visit (2 times: they bypassed the splitter and changed the fibre optic node connector)

I’m posting to share my frustration and to seek advice from the Fizz community. Has anyone experienced a similar issue? If so, did you find a solution? If not, what steps did you take?

Thank you for your help!

Answers

  • Whizz
    Whizz Posts: 25,223 admin

    Hello Andres G. #3489,

    I am sorry for your situation.
    Verifying your account, you have had a service appointment yesterday with a technician.
     I can see that the modem is online and in good standing in my tools since yesterday, also all the modem signals are within the limits.
    I kindly invite you to test to see how it works, and if you still encounter issues, please contact us directly on chat in order to investigate further and offer you assistance in real-time.
    Please consult our FAQ too:https://fizz.ca/en/faq/my-wi-fi-network-not-working-its-slow-or-it-cuts-what-do-i-do
    Thank you for your cooperation.

    Have a good one.
    -Simona, Community Moderator

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