Internet still down from Montreal ice storm

Hayden · April 2023

It’s been nearly a week and still don’t have internet. The wifi router is working, but still can’t connect. It’s my understanding that Videotron is responsible for fixing broken cables etc but I haven’t been able to get a timeline on when that will be fixed. Anyone know where I can find info about approx time when things will be operational again?

Sébastien code ZXEL1 · April 2023

@Hayden

we have no more information yes its videotron the network fizz false be patient

he's 3% of having hooked up everyone videotron

contact green bubble support at bottom https://fizz.ca/en/support

ou Facebook https://www.facebook.com/fizzca

Jess_i88b6 · April 2023

Hi @Hayden

yes it is down for ~3% of the videotron customers, and yes Fizz is using Videotron's network

This is from the Videotron twitter

I don't believe that Fizz has this information, you can always try to contact them

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/

Derr · April 2023

Many users had the same problem in the past days and a lot of them came back to say that they finally got the internet back. I guess and hope it will be your turn soon…

Stay patient!

FizzyFizz JQMPM · April 2023

Are there any updates today? How is it going with internet outage?

Hayden · April 2023

Still no update and no internet. I went to the fizz help chat and waiting for a person and spoke with someone that said it is still just a waiting game for things to get fixed and couldn’t give any specific times for when it’ll be ready. It’ll be a week tomorrow without internet if it still isn’t up by the end of today.

Sébastien code ZXEL1 · April 2023

@Hayden

there's not much left, it shouldn't take long, be patient

Videotron

@Videotron

Update 1/2 – Now close to 99% recovery achieved for wireline services (Internet, TV and telephony) affected by the ice storm.

Traduire le Tweet

Jess_i88b6 · April 2023

@Hayden

You should contact the support since the problem can be between your house and the pole. Therefore, you are the only one affected.

Can you tell us what is the leds status?

One of my friends had a similar problem. But it end up that the modem was ok, but he did a reset and he forgot to configure the modem in bridge mode.

Derr · April 2023

Hope it comes back soon...

Hayden · April 2023

Just got home from work. The front has only green lights flashing.

I’ll try a reset now and see if that does anything. In my back alley, there is still a branch hanging from a cable that I had assumed was the problem.

Derr · April 2023

https://forum.fizz.ca/en/discussion/comment/6688323#Comment_6688323

Let us know if you finally got it!!

Hayden · April 2023

No dice. Reset the modem, re-connected to the wifi on my phone with the default settings and password etc from the back of the modem, successfully connected to wifi but no internet connection. And same green lights only on the front, no blue.