Wifi is kinda tripping?

Coralie39956
Coralie39956 Posts: 2 ✭✭
in Internet

Hi!

I'm having some issues with my wifi :( my computer can't seem to connect (it sees the wifi, but we I try to connect, it loads for a minute, then gives up). I'm pretty sure the computer isn't the issue as I got it grand new 2 months ago, restarted it and try several process from Microsoft's website to make it work again.

My phone, on the other hand, is connected to the wifi, BUT, when I try to check how the modem's doing with the wifi app, it apparently can't connect to the modem/wifi either (yet Google and all that stuff is going all right on my phone).

The weirdest is probably the Lights:

On/off is green, as the @, upperarrow and 2.4g

5g is flashing, but I've had this modem for 2 years and not matter where I lived, it flashed so I guess it's not the issue

BUT the downarrow is white? This color is not even mentionned in the manual :(


Please save me lol

Also, I'm sorry for my cheap english, it's not my first language ^^

Best Answers

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
    edited February 2022 Answer ✓

    @Coralie39956 @Coralie39956


    Hi Coralie,

    you should directly contact Fizz’s customer service team to resolve this issue. You can do it by opening the following link: https://fizz.ca/en/faq/status-services and simply scroll down until you see the green bubble, than click on it to start your chat session with the customer service.

    They'll surely be able to help you.


    If the chat bubble still does not appear at the bottom of the page, on the right, after a few seconds, the number of pending sessions is higher than the service’s processing capacity. At that time, you can leave a message on the other proposed communication channels:

    -By private message on Facebook/Messenger: https://facebook.com/fizzca.

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

    -Whatsapp : (438) 393-5814

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
    Answer ✓

    @Coralie39956


    Si vous n'êtes point à l'aise avec la langue de Shakespeare, mais que cependant vous l'êtes davantage avec celle de Molière, il y a une section francophone sur le forum si vous deviez à nouveau avoir un quelconque ennui, ou des questions.


    Je vous en prie! : )

Answers

  • Coralie39956
    Coralie39956 Posts: 2 ✭✭

    I'll try that, thanks!

  • Whizz
    Whizz Posts: 23,983 admin

    Hi Coralie39956,
    Thankyou for reaching out to us. 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 within the optimalparameters, with no package loss or broadcast congestion.

    Also, 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 theconnection.

    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.

    Finally, kindly contact us directly and send us a photo of the front of the modem so we could see which lights are ON and which are OFF, with your specification of which ones are blinking.

    Youcan contact us by using any of our FAQs in the SolutionsHub, such as this one:

    https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do

    Youjust need to access an FAQ(link) like the one above, scroll throughit and after 10-15 seconds the ? bubble will appear in the bottomright corner of the page.

    Clickingon it will reveal multiple contact options, including the Live chatwhich is at the very bottom.
    Here you can find more informationabout how you can do that: https://fizz.ca/en/contact-us

    Thankyou very much for your understanding, patience and collaboration.

    Havea good one!

    Andrei

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