My internet speed plan was upgraded to 400mbps but still receiving same speed

Anthonystl · April 2023

My bill date was April 26, I upgraded my plan a week and a bit before my bill date. I restarted the modem on the 26 and again the 27. Have been checking speed since the 25th. And I’m still only receiving 120mbps which my Speedtest usually gives me a reading of 110mbps. I am still only receiving the 110mbps reading

Jess_i88b6 · April 2023

Hi @Anthonystl

Did you try with the Fizz app or a device connected directly to the modem with an ethernet cable?

If you want, you can also try to reset the modem, not sure that can help, but you can always try

Restore your Wi-Fi modem to its factory settings

This will reset any changes that have been made to your Wi-Fi modem settings to date. You may also need to reconfigure your devices’ Wi-Fi settings (network name, password, etc.).

Using a small, sharp object, press the modem’s reset button for 10 seconds.

Once your modem has restarted, follow the same instructions you used when you initially installed it.

The default username (Default Wi-Fi network) and password (Default key) for your Wi-Fi network are written on a sticker on the back of your Wi-Fi modem.

If this doesn't help, you should contact the support

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

Contact support, if you are in your new billing cycle you should have the new speed

Jess_i88b6 · April 2023

@Anthonystl

Did you also check the new transaction (the bill) to see that you paid for the 400 mbps? Only to be sure that the plan modification was done correctly.

Transaction history

View transactions to pay for your plan -- i.e. monthly payments, Add-Ons
See your Transaction history

Or going to you plan and you should see the new speed

Sébastien code ZXEL1 · April 2023

try restoring your Wi-Fi modem to its factory settings

If it doesn't work, contact support.https://fizz.ca/en/support

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

Andrei_ref_R7VK1 · April 2023

If your new billing cycle has started and your plan shows the updated speed of 400 Mbps but the actual speed didn't change, you should contact customer support to have them check it in their system.

As it was advised, go to https://fizz.ca/en/support

wait for the green bubble in the right corner and choose chat option.