Internet still down
My internet has been down for 4 days now after my power came back in Montreal. I've seen people telling me to check Videotron's updates on twitter, so I did and I also tried contacting them, but they would just tell me to contact Fizz. But Fizz can't tell me the estimated down time nor why it's taking a while to come back. Is waiting really all I can do right now? I've tried resetting the modem, plugging it in a different power outlet, unplugging and replugging the modem cable, but none of them seem to resolve the issue, instead it's constant green lights flickering without any blue lights. Does anyone have an idea of when it will come back?.. Videotron said they've restored nearly 99% of their services and even Fizz's service status says that everything is fully functional, yet the internet at my place is still down. My data is getting drained from this.
Best Answer
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if you have no blue light on, its that the internet is down
contact the green bubble support at the bottom https://fizz.ca/en/support
ou facebouk https://www.facebook.com/fizzca
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Answers
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you have to be patient yes it's long
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Hi @Sukuna
can you tell us the modem led status?
I friend of mine, had a problem, and he followed all the instructions, reset the modem, disconnected, etc etc
at the end he forgot that he needed to configure the modem in bridge since he is using a personal router.
This is a story to tell you that sometime the problem is not complicated, but we need to cover the basics.
And yes you need to contact Fizz's support in order to have a Videotron tech
You can chat in direct
• Sign into your account
• Follow the link on this page: https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do
• 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.
Or by private message on Facebook: https://www.facebook.com/fizzca/
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contact green bubble support at bottom https://fizz.ca/en/support.
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The green lights are flickering on the Power, and on both 2.4g and 5g. Those 3 lights are flickering in green and that's all, nothing else.
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Then if one or the two light with an arrow's symbol are off, this means that is a problem the videotron cable. You can only double-check if the cable is well inserted, also check if the central wire is straight and not damage (if you removed the coaxial cable, this can happen)
Contact the support to let them know
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I live in a house and my neighbor right next door do use Videotron and their internet is working fine. I also have a friend living 5 minutes walk from me who uses Fizz and their internet is also working fine with no issues.
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Also, when it comes back, feel free to give us some feedback on how the problem was solved. This could help other users too.
And you could ask for data gifting from other members too in the meantime. Don’t forget to give your referral code.
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I've checked if the cables are well plugged as you said, I also tried unplugging and replugging but it's still those 3 green lights flickering and still no blue lights on the two arrow symbols.
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Hi @Sukuna
Did you check the central wire? Only to be sure that it's straight. After that, you should contact support, and they will send a technician to check the cable.
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I've contacted the customer support of Fizz and they told me there's a maintenance going on in my area right now that they are working on, it's weird because on their service status it's mentioned that everything is fully functioning. Would this take long?
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Fizz report only the big issue on the page
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I think it’s good news…
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Hopefully will come back soon. Maintenance trucks are over the place. Keep us informed please
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Yeah you are probably right! Fingers crossed for OP!
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I've contacted Fizz support and they told me that our wifi should be working right now and that the maintenance is already finished. Does that mean it's our modem issue? What could be the problem? I tried unplugging and replugging, different power outlets and everything but it didn't resolve the issue.. is having a technician over to check on it the best option?
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Hi @Sukuna
If the 2nd or 3rd light are off, this means that the problem is on the coaxial cable
If you already check the cable inside your habitation, yes you need the tech to check the cable outside
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Try to factory reset your modem and if it doesn't work contact customer support.
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Just wanted to update in case any people are having the same issue as me, I've contacted Fizz customer support once again recently and then I found out it was the modem issue that broke down during the power outage (the technician told me it's a common problem). So I just made an appointment with a technician, replaced my modem with a new one and it solved the issue right away. If ever anyone is having the same issue as me, having a technician over will be the fastest way to get your internet fixed. Thank you everyone for the advices and the possible solutions!
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No, I didn't have to pay for replacing the modem, it was free!
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Good to know, thanks for sharing.
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All right! Good for you!
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That's great! Thanks for the update and kudos to Fizz who solved your problem!
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