Internet down Montréal Plateau?

Alain D. #1561
Alain D. #1561 Posts: 3 ✭✭
in Internet

I’ve had pretty solid service since since I switched to fizz (minus the major DNS issue a couple of months ago) but this morning around 10:30am, the internet went up and down quite a few times until it finally went down until now (6:30pm). Are there any know outages in my area? I’ve attached a picture of the router LEDs.

FDC3F64C-BFFB-4ABE-B1BB-209BF842A0DE.jpeg


Best Answer

  • Fizzy
    Fizzy Posts: 11,764 ✭✭
    Answer ✓

    Hi Alain D,

    Sorry you are having internet issues.

    Try unplugging the modem from the electrical outlet for 1 minute before trying again.

    If the situation remains, you can contact Fizz support for help:

    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. Open a Fizz help page like this one: https://fizz.ca/en/faq/my-modem-connected-cable-my-connection-keeps-cutting-out-how-do-i-fix
    4. The green chat bubble should appear after a few seconds in the bottom right corner.


Answers

  • Whizz
    Whizz Posts: 22,966 admin

    Hello Alain D. #1561,

    I am sorry to hear about this situation. 
    I have verified your connection and there are no outages or maintenance works in your area. 
    The modem, however, appears to be offline. 
    As Fizzy said, please try restarting the modem and also test it with a different electrical outlet if you can.
    Also, please make sure that all the cables are well connected. 
    If the issue persists please contact our support team: https://fizz.ca/en/contact-us

    Have a lovely evening,
    Alex

  • Alain D. #1561
    Alain D. #1561 Posts: 3 ✭✭

    I did power-cycle it a few times today. I just did it one more time waiting at least 5 minutes before reconnecting. No luck.

    I then signed into the modem web interface and performed a factory reset. Power cycle again. No luck.

    Current state is the same:

    LED state:

    Power: Green solid

    Downstream: Green Solid

    Upstream: Green Blinking

    Online: OFF

    Ethernet: Green (intermittent blinking)

    Also, here are the logs after restarting (I checked prior to forcing factory defaults and the logs showed similar messages)

    image.png


  • Fizzy
    Fizzy Posts: 11,764 ✭✭
    edited April 2021

    Alain D,

    Check that the coaxial cable attached behind the modem is well screwed in. If the cable shows any sign of wear/damage, you can try using a new/replacement coaxial cable.

    If the situation persists, please contact Fizz support: https://fizz.ca/en/contact-us

This discussion has been closed.

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