Constant loss of internet

Johannas
Johannas Posts: 1
edited January 9 in Internet

Hi,

Has anyone been experiencing the same issue lately?

We’d lose internet couple of times per day. Sometimes it recovered on its own, sometimes router had to be restarted.

This is very annoying especially during the holidays, seriously considering switching to another provider if issues persist.

Best Answer

  • Whizz
    Whizz Posts: 13,796
    Answer ✓

    Hello @Johannas,

    I am sorry to hear that you encounter this situation,

    I have verified your internet connection and in the last 14 days your signals are within the normal parameters.

    There are no incidents reported in your area as well.

    In order to help you with this matter, please contact our customer support team and explain the issue the best you can in order to provide you with a solution.

    You can try the troubleshooting steps from this FAQ as well: https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it

    To contact us in private, you can use the steps provided to you by the other Forum users. :)

    Thank you for your kind understanding!

    Have a good day!

    -Eugen

Answers

  • Deh
    Deh Referal code DWI11Posts: 408

    There might be a technical issue with your router. It's not normal to lose internet completely like that. I'd suggest you to try to contact fizz support and they will troubleshoot it with you

  • Philemon24
    Philemon24 🔴 🎁 🤩 💲 REFERRAL CODE ▶DWJT2◀ CODE RÉFÉRENCE 💲 🤩 🎁 🔴Posts: 1,311

    Hi @Johannas

    Chat with Fizz since they can

    • verify if there is an incident or maintenance work carried out in your area affecting services. The following map could give some clues: https://downdetector.ca/status/videotron/map/
    • diagnose 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.

    In the meantime:

    • Does the problem only occur with WIFI or even when you connect directly to modem via Ethernet cable?
    • 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.
    • full factory reset is a not so quick solution, but faster than waiting for an answer here


    To chat with Fizz

    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.

    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.

    ALTERNATIVES


    Note the 2021 holiday hours:

    • Dec 31 : 7 am-4 pm (EST)
    • Jan 01 : 7 am-10 pm (EST)


  • Emporium
    Emporium ⭐ :REFERRAL CODE: ⭐ FC9QO ⭐ :CODE RÉFÉRENCE: ⭐Posts: 2,118

    @Johannas

    I have not had any issues on my side. Things are pretty stable here.

    You can contact Fizz customer service (ideally via Chat), and they can remotely check the line quality to your modem/router. If required, they will send you a technician to check the connection outside.

    When you lose internet, is it just the WiFi that drops, or even Wired devices (if you have wired) ? When it happens, are the second and 3rd light (from the top) of the modem, still solid blue, or are have they reverted back to Green and flashing ?

    If they are solid blue still, then it could be JUST the WiFi of the modem/router that has failed (can be confirmed, if you have anything connected with Ethernet cable). If they are flashing green, then the problem is either the modem or the connection coming into your home.

    ------

    If the problem persists, Fizz Customer service agents are available online.

    • Sign into your account
    • Follow the link on this page: https://fizz.ca/en/faq/status-services or https://fizz.ca/fr/faq/etat-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

    CHAT however is the quickest method, but facebook is the easiest.


    **** However, due to the holidays, they have shorter hours of operation *******

    31/12 : 7 am-4 pm (EST)

    01/01 : 7 am- 10 pm (EST)

    SOURCE: https://forum.fizz.ca/en/discussion/2628596/holiday-hours-happy-holidays-2021

  • Fling
    Fling ⭐ :REFERRAL CODE: ⭐ OKWPW ⭐ :CODE RÉFÉRENCE: ⭐Posts: 5,164
    edited December 2021
  • Hello, is it just the WIFI or also with a network cable from your modem to your computer? You can also contact Fizz Customer Service via My Settings, Contact Form. If it isn't your modem, it may be a problem with the cable itself from the source to your home or inside your home, these cables fail over time and/or don't like kinks or sharp bends.

  • Does it happen all throughout the day?

  • ColinCreado
    ColinCreado Hochelaga, Montreal, QC 9RGHC for data gifts thankyou!!Posts: 123

    this used to happen but it cleared up on it own for wahtever reson i never got to know why

This discussion has been closed.