My internet isn't working-

Stina
Stina Posts: 6 ✭✭
in Internet

It's been three hours since my connection is down. I've tried disconnecting the box, resets...etc

Best Answer

  • Fizzy
    Fizzy Posts: 11,895 ✭✭
    Answer ✓

    Hi Stina,

    Sorry you are having this internet issue.

    Does the issue happen with WiFi only or via ethernet cable connection as well?

    If the disconnect happens with WiFi only, then there are several troubleshooting tips here: https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it


    If both WiFi and ethernet connection go down often, it is not normal.

    In this case, please make note of the modem lights and contact Fizz support as needed.

    If the problem continues, you can contact customer support by Live Chat:

    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.

Answers

  • Whizz
    Whizz Posts: 23,462 admin

    Hello Stina,

    I am sorry to hear about this situation. 
    Can you please test the modem using a different electrical outlet? (please avoid extenders and surge protectors) 
    Also, please make sure all the cables are well connected. 
    Here you can find more troubleshooting you can try: https://fizz.ca/en/faq/my-device-cannot-connect-wi-fi-how-do-i-fix
    If the issue persists please contact our support team: https://fizz.ca/en/contact-us

    Have a good one,
    -Alex

  • Stina
    Stina Posts: 6 ✭✭

    The problem is persisting and your service response rate is horrible. Someone got back to me and never responded. None of the above is working and I even changed my password. It will reconnect for a few minutes and then disconnect. I have been in and out of service for hours now.

  • Fizzy
    Fizzy Posts: 11,895 ✭✭

    Note that Wi-Fi difficulties can arise from several causes.

    Here are 2 troubleshooting steps to try:


    (A) Deactivate Band Steering 

    As described here https://fizz.ca/en/faq/what-are-wi-fi-technologies-used-fizz#2

    1) Go to: 192.168.0.1 on your browser

    2) Login using the following information:

    • Username: cusadmin
    • Password: xxxxxxxx (your WiFi password)

     3) Go to this section to apply changes:

    Wireless → General Settings → 5GHz → Band Steering (Disable)


    (B) Manually select your modem's Wi-Fi channels

    As described here https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it#5

    1. Connect to your Wi-Fi network. 

    2. Open the browser on any device, and enter the address: 192.168.0.1

    3. Login using these credentials:

    • Username: cusadmin
    • Password: xxxxxxxx (your WiFi password)

    4. In the green bar, select Wireless.

    5. Then, select:

    • General Settings 
    • 5 GHz and/or 2.4 GHz **
    • Wireless channel

    6. Select a different channel


    ** To choose between 5GHz and 2.4GHz:

    5GHz frequency band:

    • Less exposed to interference (walls, etc.)
    • Faster maximum speeds
    • Less range


    2.4GHz frequency band:

    • More exposed to interference
    • Slower maximum speeds
    • Greater range
  • Stina
    Stina Posts: 6 ✭✭

    My problem is still persisting!!!!

  • Whizz
    Whizz Posts: 23,462 admin

    Hi Stina,

    I understand and I'm sorry to learn about the inconvenience.

    Checking from my end, after you discussed with a few of my colleagues, a service call was placed and a technician's appointment is now set for April 17th, between 7:00 AM and 12:00 PM.
    Once the matter will be verified by that person on-site and then fixed, we will make sure to refund you for the days during which you couldn't enjoy your Fizz Home Internet connection.

    Thank you very much for your understanding.

    Have a good one!

    Andrei

  • Albre404
    Albre404 Posts: 27 ✭✭

    Have you tried to use a wire from te router to your computer for example, to test if the problem is the WiFi or if you don't even have internet?

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