Disconnected internet

Hello. My internet disconnected until last night to now. I turned off the modem and did the rest of the steps, but the connection is still disconnected. What should I do? How can I restart ? I do not find this option

Best Answers

  • Philemon24
    Philemon24 🔴 🎁 🤩 💲 REFERRAL CODE ▶DWJT2◀ CODE RÉFÉRENCE 💲 🤩 🎁 🔴Posts: 1,342
    Answer ✓

    Hello @33872342

    Contact Fizz since they can

    • verify if there is an incident or maintenance work carried out in your area affecting services.
    • check your account status
    • check your modem status if it works within optimal parameters, if its signals are within functioning ranges and also its history (like recent signal fluctuations for the past few days). They can check for package loss or broadcast congestion.

    If one of the 2 LEDs with the arrow symbol is not solid blue, you potentially have a problem with the signal from the coaxial cable, the modem itself, or perhaps you have a problem in your area.

    Other tips:

    • Does the problem only occur with WIFI or even when you connect directly to modem via Ethernet cable?
    • Have you checked the indicator lights on your modem?
    • This would give us information about the problem.
    • At the same time, check the connection of the coaxial cable. If you have another coaxial cable than the one that you already use, it would be very useful to test with it.
    • Please check the steps from the FAQ as well: https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it
    • A full factory reset is a not so quick solution, but faster than waiting for a answer here.

    Chat bubble is the best tool to reach Fizz. To chat:

    1. Go to a FAQ page e.g. https://fizz.ca/en/faq/status-services
    2. Look bottom right for the big ❔ question mark in a green bubble.
    3. Click it, options will be displayed
    4. Choose "💬 Chat"
    5. Note: the bubble will only display the chat for a computer version. If you are on a cell phone, you must check "Desktop site" in your browser settings.
    6. Submit your question with possibly a relevant screenshot or modem photo
    7. After that will be displayed the number of customers preceding you, to manage your expectations. Updated real time.
    8. The advantages of Fizz bubble tool are that it is 24/7 real-time with waiting time management and the ability to print (e.g. PDF) a copy of the conversation for your records. Sometimes you can even leave a comment about your satisfaction with the conversation.


  • Whizz
    Whizz Posts: 15,050
    Answer ✓

    Hello 33872342,

    I am sorry to hear about this situation.
    I can see that you contacted our support and a technician will arrive to investigate this further. 
    I would recommend removing the transparent protection to prevent the modem from overheating. 

    Have a lovely day,


  • Fling
    Fling ⭐ :REFERRAL CODE: ⭐ OKWPW ⭐ :CODE RÉFÉRENCE: ⭐Posts: 6,454


    Ask help from the support

    To Chat with Fizz support:

    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 help link page from Fizz Solution Hub: https://fizz.ca/en/faq/how-do-i-manage-my-fizz-account

    4- The green chat bubble should appear after a few seconds in the bottom right corner.

    Or follow the advise from Fizz to reach the support on this link: https://fizz.ca/en/contact-us

    Have a nice one

  • Hello, are all the lights on the modem/router on or the right colour to indicate it is working right? If yes press the hard reset button/switch for more than 15 seconds. If this doesn't work unplug the modem for 5 minutes. If this doesn't work try connecting your computer to the modem/router with a network cable. If this works then it is a problem with the wireless function of your modem. Test another modem or wireless router if you have one available.

  • I just turned off the modem a few times with only a few lights on, but it still disconnected

  • Philemon24
    Philemon24 🔴 🎁 🤩 💲 REFERRAL CODE ▶DWJT2◀ CODE RÉFÉRENCE 💲 🤩 🎁 🔴Posts: 1,342

    Then the device is probably working properly. It might a service issue or an account issue. I suggest you chat with them as only them will know what is really happening.

  • If the solutions here provided doesn't work, your best bet is to contact them directly.

    Fizz Customer service agents are available online.

    ·       Sign into your account

    ·       Follow the link on this page: https://fizz.ca/en/faq/status-services

    ·       Wait 3 seconds for the green bubble with a '?' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode

    ·       Choose the option 💬 chat

    ·       If the green bubble does not appear make sure your ad blocker is disabled, otherwise try with another browser.

    PS: For me the only combination that works for CHAT, is Firefox, in a private window, and only when in the French language..

    Other means of contact

    ·       Whatsapp: (438) 393-5814

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

    ·       By private message on Facebook: https://www.facebook.com/fizzca/

This discussion has been closed.