My internet keeps disconnecting? Help!

Celine B. #34586 · November 2020

My internet keeps disconnecting all the time!! Why?

Mike · November 2020

Hi Celine,

You can try restarting your modem.

You can also try this, unplug the modem from the power outlet and verify if the coaxial cable is tightly screwed in both ends, preferably to fully unscrew from both sides, then connect it back in to make sure it is properly connected. If the issue still persists, please take a look over the link below which has a few useful tips as well:
https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it or https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it

In case it still will not reconnect, please contact Fizz directly by chat using the link above.

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.

Fizzy · November 2020

Hi Celine

Please unplug your modem for 2 minutes. Then test your connection with a device connected directly to the modem by ethernet. Does the problem happening with WIFI only or even when your device is connected by ethernet cable?

If the problem happens with wifi only, you can check here for more info:
https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it

If you also have the problem with a wired connection, please check here:
https://fizz.ca/en/faq/my-modem-connected-cable-my-connection-keeps-cutting-out-how-do-i-fix

You can contact customer support by chat, from 8 AM to 9 PM every day:

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- Any ad blockers in your browser should be disabled.
3- Open any one of the help links above.
4- The green chat bubble should appear after a few seconds in the bottom right corner.

PierreYves · November 2020

Hi Celine,
Sorry to ear about your problem.
As your internet been installed for long ? Is this a new installation ?
If problem persists after restarting modem and checking cable connection, do not hesitate to contact support for additional help :
To do so, first log into your Fizz account.
Make your way to the Solution Hub.
On the help page pertaining to your issue, click on the chat bubble located in the lower right-hand corner.
The chat service is available every day from 8 a.m. to 9 p.m. EST. The chat bubble won’t appear outside of these business hours.

Daniel M. 76076 · November 2020

Try to restart your modem

Celine B. #34586 · November 2020

Thank you everyone! You have been very helpful. I have removed the screw on cable and have rescrewed it back on tight. I am waiting to see if the problem will resume. So far, it seems to be working. I haven't been disconnected. i will give it a day and see what happens. Thank you again!