Frequent disconnection problem

haetal1
haetal1 Posts: 2 ✭✭
in Internet

Hi.

I've been using Fizz Internet for almost half a year.

But since two months ago, I've had a problem with the internet being cut off frequently.

I thought the router was having a problem with the high temperature on a hot summer day.

However, even though the weather is cool now, the problem continues to occur.

It cuts out almost every 20-30 minutes, and the cut-off time is about 10~15 seconds.


I did a test to check if the internet was the problem or the router was the problem.

I found out that when the internet went down, the whole local network was down.

I tested it by connecting to another PC connected to the local network with Remote Desktop.

I am using both wired and wireless internet, and they both disconnect at the same time.

My son complains a lot about frequent stuttering during FPS games.


I think the problem is with the router and not the internet service.

I hope you will replace it with a new router.

Answers

  • PF_Ref_D2U9A
    PF_Ref_D2U9A Posts: 6,652 ✭✭

    Hi Haetal

    You can try factory resetting the modem and disconnecting & reconnecting the coaxial cable to see if there is any improvement.

  • PF_Ref_D2U9A
    PF_Ref_D2U9A Posts: 6,652 ✭✭

    If the problem continues, you can contact Fizz customer service by opening this link: https://fizz.ca/en/faq/resolving-issues and simply scroll down until you see the green bubble, then click on it to start your chat session with Fizz customer service.

    They will surely be able to help you.


    You can also do it on Facebook: https://facebook.com/fizzca

    -By private message on Twitter : https://mobile.twitter.com/fizz_ca

    -Whatsapp : (438) 393-5814

  • Sylvain T. 82381
    Sylvain T. 82381 Posts: 15 ✭✭

    I have similar issues too, all lights are on and lose internet connection for 2-3 minutes at a time. Hope this gets resolved soon as work gets compensated.

  • Whizz
    Whizz Posts: 23,112 admin

    Hi haetal1,

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

    Ichecked on your account and on your connection signals from thenetwork to the modem where I can see that they are off from the optimalparameters, with some package loss and broadcast congestions.

    However,there is no incident or maintenance work being performed in the areathat could've caused the disruption.

    Wouldyou kindly please unplug the coaxial cable from the coaxial outletand the modem respectively, wait for about 30 seconds, then plug itback in the outlet first and then in the modem, then restart it?


    Also,please perform a factory reset of the modem by using a sharp objectto press on the small button in the orifice behind the modem for 10seconds, then let the modem reboot itself and test the connection.

    Followingthis, please change the connection bandwidth setting as shown herebelow:

    Choose: ''My Wi-Fi''
    Select your Wi-Finetwork
    Select: ''Advanced Settings''
    Band Steering ''On/Off''

    Thischange can also be applied through the Wi-Fi modem user interface:
    1.Log in at:192.168.0.1 fromthe web browser of any device.
    2. Log in using the followinginformation:
    Username: cusadmin
    Password: xxxxxxxx (Passwordyou chose during initial setup)
    3. Go to the next section to applychanges:
    Wireless → General Settings → 5GHz → Band Steering(Disable)

    Then,restart the modem for this change to come into effect.


    Afterthat is done, disconnect your devices from the Wi-Fi (delete theWi-Fi connection from their menu if possible) and connect the onesclosest to the modem on the 5Ghz channel instead.

    More tips on how to remedy this can also be found here:
    https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it

    Thankyou very much for your understanding, patience and collaboration.

    Havea good one!

    Andrei

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