Undercut speed?
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Late last month, I felt like the speed of the network wasn't enough for our use, so I increased from 30mbps to 60mbps. I was charged at my monthly bill for that change earlier this month, but my speed is back at 30mbps despite having being charged the extra price for the 60mbps service I'm not receiving!
In fact, I'm on the 5g network right next to the modem and I barely hit 20mbps... I even checked in my plans to be sure and it has been properly charged yet not changed and I can't even change it back because the option is gone. What's going on?
In fact, I'm on the 5g network right next to the modem and I barely hit 20mbps... I even checked in my plans to be sure and it has been properly charged yet not changed and I can't even change it back because the option is gone. What's going on?
22
Answers
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You can try this
Turn off the modem 5 minutes
Try the speed with the application or a computer connected with the network cable (to avoid any conflit with neighborhood signal)
You can also try a factory reset
Finally contact the support
here's how to contact customer support by chat, from 8 AM to 9 PM everyday:
1- Connect to your Fizz account (if you have more than one, connect to the one that has the problem) by clicking « Login » in the top right corner at fizz.ca
2- Click on this link: https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it
3- The green chat bubble should appear after a few seconds in the bottom right corner.
Do not hesitate to mark this answer as the best9 -
try this simple free internet speed test
https://www.speedtest.net/
you can test all your devices from here.
If you like my answer, please mark it as the best.
Marcel8 -
You should test speed using Videotron's speed test: https://testvitesse.videotron.ca/index-en.html
Note that due to COVID-19, I have seen some lower download speeds at night (probably due to streaming), so test at several moments during the day.
Also, you should using LAN (not wifi).
If issue still persists, reach out to Fizz.7 -
Additional details:
- I've already did multiple speed tests on multiple systems and services, hence the specific number 20mbps.
- the main problem is directly in my account, the information directly says its not the speed I paid for. It's not just a router issue, it's an account issue.6 -
If your issue is not the internet speed but rather an account issue, the fastest way to get an answer from Fizz is with their Facebook account. All my questions are answered within a few minutes or a few hours.
https://www.facebook.com/fizzca/?ref=br_rs
Hope this helps.6 -
You should contact Fizz by Facebook here: https://www.facebook.com/fizzca/5
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Jess,
Have you tried a reset of your modem?
Insert a pin into the reset button (located back into the center of your modem) for about 35,40 seconds and released the button after.
Wait 3,4 minutes to see all yhe lights of your modem coming back.
If your cumputer is connected to your modem with an ethernet câble, you'll see on the screen: Easy connect.
Types twice the Fizz factory default password (you'll find it back of your modem.
Your internet connexion is supposed to be 100% fonctional.
You can do a speed test to verify.
You will need to connect again all your devices to your wi-fi network.
I hope it will work for you.5 -
If the problem is resolved, could you please close the question.4
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Hello Jess,
Apologies for the encountered issue.
Regarding the internet speed, I have verified your modem's signals and all appear good and you are also provisioned with the correct speed for the 60 MBps plan. If the issue is only through wi-fi, please test through Ethernet cable as well and also try out MichelP's suggestions for the matter. Additionally, I would suggest to consult our FAQ as well:
https://fizz.ca/en/faq/my-wi-fi-network-slow-how-do-i-make-it-faster
Regarding the information on your account, it seems that the full update order got stuck in pending and I have created a ticket towards our technical team to correct it for that side. Once this will be resolved, you will be informed by e-mail.
Thank you for your understanding.
Have a good day.
Catalin7
This discussion has been closed.