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Gabrielle T. #36077
Posts: 1 ✭✭
in Internet
Hi,
I've lost the connexion of the internet wifi suddenly. Ive tried to restart the modem by unplugging cables. I did not help and i lost the 5G. The icon with the arrow down is flashing. I've tried the manual reset behind, not working either. Ive contacted the service by messenger, no answer and Ive been waiting for long. Any other idea ?
I've lost the connexion of the internet wifi suddenly. Ive tried to restart the modem by unplugging cables. I did not help and i lost the 5G. The icon with the arrow down is flashing. I've tried the manual reset behind, not working either. Ive contacted the service by messenger, no answer and Ive been waiting for long. Any other idea ?
20
Answers
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Hi Gabrielle,
you need to verify that the coaxial cable if it is well screwed in since the problem is with the signal from the coaxial cable.
It can be a problem in your sector, try to contact the support.
You can also contact customer support by chat, from 8 AM to 9 PM every day:
1- Connect to your Fizz account by clicking « Login » in the top right corner at fizz.ca
2- Any ad blockers in your browser should be disabled.
3- 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
4- The green chat bubble should appear after a few seconds in the bottom right corner.
You can also send a message via facebook messenger https://facebook.com/fizzca and click send a message (this is a bit slower)7 -
Contact fizz support with the green chat bubble6
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Hello Gabrielle,
Apologies for the unpleasant situation.
I have verified your modem's status and signals and everything appears to be ok. I suggest to perform a factory reset for your modem by pressing the button on it's back for 30 seconds, then log into the interface or the Fizz wi-fi application to disable the band steering function and use the devices that support 5Ghz band only on the 5G network and those than can use only 2.4Ghz band on that network. To do it you will have to go into the Fizz wi-fi application then tap on My Wi-Fi- select your wi-fi network and go to advanced settings. Once in there turn off the band steering option. Once this is made the modem will restart and there will be 2 wi-fi names,but each works on different bands. Please pick the 5Ghz one and make a speed test with only one device connected to the network, For a few more helpful tips, please take a look over:
https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it#4
Thank you for your understanding.
Have a good day.
Catalin5
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