Really bad connection since last week (montreal)?

Julien K. #30582 · September 2020

Hi, since last week i get a lot of packet loss in video games, and audio/video cut out in zoom calls, is still have 130/15 mb down/up, and i have no problem watching videos.
This is not a problem with my setup, i am connected via ethernet, and i don't have any problem if i use the connection sharing from my phone (not a fizz mobile).
This is a huge problem for me as i use zoom all day at work, and sometimes i miss 4-5 seconds of video/audio every 10 seconds making it impossible for me to do my job.
If this cannot be fixed this week then how can i cancel my account ?
Thanks!

Fizzy · September 2020

Julien

Have you tried restarting Fizz modem and your device?

Please unplug them for 5 minutes and retry.

Julien K. #30582 · September 2020

yes i rebooted and i still get the issue

Mike · September 2020

Hi Julien,
Sorry to hear that your are having internet problems.

Here you can find some Fizz's troubleshooting guides:

If the speed is below expectation, read these FAQ:

1- https://fizz.ca/en/faq/i-connected-my-device-using-network-cable-my-internet-connection-slow-how-do-i-fix-it
2- https://fizz.ca/en/faq/i-connected-my-device-using-network-cable-i-still-have-no-connection-internet-how-do-i-fix-it

If your problem persist after having followed the guide, you can contact Fizz support by chat, from 8 AM to 9 PM everyday they can monitor your signal:

1- Connect to your Fizz account by clicking « Login » in the top right corner at fizz.ca (THIS IS IMPORTANT)
2- Open any of the Fizz FAQ help links above
3- The green chat bubble should appear after a few seconds in the bottom right corner.

Matthew A. #24717 · September 2020

Is your problem mostly with zoom? If you are having problems with other people’s audio it might be their upload speed - this happens when my boss calls in from home, but very rarely when his is at his office. There isn’t much you can do about that - although you may suggest to clients that you switch to audio only to minimize this impact or consider using the old telephone.
In an earlier conversation Mike had suggest a user contact support about congestion in their area. if you want to unsubscribe Click here https://fizz.ca/en/faq/how-do-i-unsubscribe-from-fizz-home-internet
To chat: Click the above link and scroll down, there should be a chat bubble near the bottom right side. They are open daily 8-21h. Hopefully they can help you.

Samuel C. 64723 · September 2020

If you are using devices that are far from the modem, you might need a repeater. Signal might become better.

Julien K. #30582 · September 2020

Hi, this happens in video games as well, in form of spike of packet loss. I am connected to ethernet, this happens with any person speaking on zoom.
I had no problem two weeks ago.
I am 100% certain this is not an issue with my setup, it happens on multiple computers.
This issues comes from the fizz network 100%, it is working okish at night, and way worse during working hour.

Fizzy · September 2020

Hi Julien

How many people are using the internet? When the problem happens, is it possible multiple people are using the internet and you are using max bandwidth?

Sergiy R. · September 2020

If you need fast and stable internet consider switching for fiber.
I hope Fizz will upgrade their infrastructure in future.

MichelP · September 2020

Julien,
Sorry about it.
Have you tried to contact the Fizz customer service by chat about this problem who are talking?
Only, them with their technical team can help you better than us.

Shuang · September 2020

Same issue with me. I even cannot open a web page with my 60M Wi-Fi.

Julien K. #30582 · September 2020

I contacted the support, they told me that there is an issue in my area and that their teams are working on it.
I then asked when the issue started, they said on 04/09 at 18pm but my issue started on monday 31/08, so this is probably bulIshit.
I have an appointement on 10/09 to get internet from another internet provider in case this is not solved by then, so i would like to know how can i cancel my account if needed ?
Thanks

BlueDiamond · September 2020

This problem comes up so often on the Community Hub.
I think Fizz should look into this problem and offer the solution right in the Solution Hub.

Because I am convinced that there are several people who have left Fizz because of this problem which seems to have no solution!