Home Internet down due to network upgrade and no advance notice?

Susan W. #2572 · June 2019

Home internet has been down for 4 hours and no one can confirm when it will come back. Worst thing is there is no notice in advance. Fizz simply decide when they want to cut the service any time, screw you the customers. Support is great too. Take them almost 2 hours to find out there's an upgrade in the area. Wasted my time on troubleshooting everything. And best of all is to ask me to factory reset the modem and dare to tell me there's no backup feature, which I know there's one. Either that support is not competent or just lie on my face. In the end, support just tell me good luck and hope the service will come back soon. At this moment, there's still no service after 5 hours!!! Fizz, tell me why should I stay?!?!

Mike · June 2019

This is terrible, I agree that the upgrade must be a video tron but fizz at least must inform the customers

Simon H. #6464 · June 2019

Wow sounds like a real bad experience, are they going to compensate you?

Dominic L. #1933 · June 2019

This is sad. They should have warned you in advance

J D. #792 · June 2019

ya. the customer is not that great. Is like talking to an automated AI bot.

Fizzy · June 2019

Sorry to hear about your loss of internet. Hope it will be back soon,

I remember back with videotron, they used to notify customers about expected outages and timing.

If yours is still down, I wonder if videotron can give you more news regarding your address area.

Susan W. #2572 · June 2019

Since 8AM EST this morning (2019-06-21), I have tried to contact Fizz support through Facebook message and still have not gotten any response as of now 10:40AM. I have found out from my friend who live in my area, that he has no problem with his service. So the problem may simply with my modem all this time. Yet, no one in Support seems to respond, nor to be able to help me and long weekend is coming. I am starting to look a way out now. Thanks for no support and no matter how cheap the service is, interruption of the service is not worth the pain.

Fizzy · June 2019

I hope your internet is working now.

If still problematic, please try these:

- Check your Fizz account to make sure the plan is still active and payments are up-to-date.

- Factory reset the modem and try reconnecting again.

Follow these troubleshooting tips: https://fizz.ca/en/faq/i-connected-my-device-using-network-cable-i-still-have-no-connection-internet-how-do-i-fix-it

If the modem lights do not respond, you may have a defective modem.

Contact Fizz support during business hours with this link: https://fizz.ca/en/faq/resolving-issues

Home Internet down due to network upgrade and no advance notice?

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