Respond to ticket.
Hello,
We recently signed up (400mb)and self installed modem. Speeds are not optimal and chaotic. We opened a ticket and we were offered an option to have a tech come out and troubleshoot. We were dismayed to learn that there is a chance of being charged $60 if it's "our fault". We were with videotron for years and did not have this problem.
How do we actually respond to the email we received to signal that we need a tech to come out and check things out? There is nor reply option!
Thank you.
Answers
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Hi @trapa
Did you try to ask the support to check your line remotely?
Did you check the speed using the App?
If you used a computer, this was connected with the ethernet or the wifi?
If the test are done using the wifi the problem can be some interference, probably changing the wifi channel can be solve the instability
Try manually selecting different Wi-Fi channels on your modem
A series of channels are available on each frequency (2.4 and 5 GHz) of your Wi-Fi modem. Interference can have an impact on these channels.
Manually changing the channels used for your Wi-Fi connection can improve your modem’s signal.
There are two ways to manually change Wi-Fi channels.
Option 1: With the Fizz Wi-Fi app.
1. Once in the app, choose My Wi-Fi.
2. Select your Wi-Fi network.
3. Select Advanced settings.
4. You’ll see Wi-Fi 2.4 and Wi-Fi 5. Select a different channel for each frequency.
Choose a channel that’s far from the one your modem currently uses, and test it for a few days to see whether things improve or not. Ex. Go from channel 6 to 11. Or, from channel 6 to 1.
Option 2: With a browser.
1. Connect to your Wi-Fi network.
2. Open the browser on any device, and enter the address 192.168.0.1
3. Log in using these credentials:
Username: cusadmin
Password: (Enter your password, the one you chose when you initially configured your network)
4. In the green bar, select Wireless.
5. Then select:
Basic settings
5 GHz and/or 2.4 GHz
Wireless channel
6. Select a different channel.
Choose a channel that’s far from the one
your modem currently uses, and test it for a few days to see whether things improve or not. Ex. Go from channel 6 to 11. Or, from channel 6 to 1.
source: https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it
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know what the speeds obtained
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with the wifi modem application you can know the speed at the entrance of the modem and at the exit
Download the Fizz Wi-Fi app
This handy app lets you schedule pauses, manage access and more.
Download it for free:
- Google Play: Click here
- App Store: Click here
To log in, use the following credentials:
- Username: cusadmin
- Password: (enter the new password you chose)
There you go! Your network is now ready.
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Speed testing were done with only1 pc hard wired to modem, wifi disabled. Used fast.com, google's speed test and videotron own Akula test. Anywhere from 230 mbs (fast) 320(google) and 120 (videotron). Videotron's test is always lowest by far.
We were with videotron before and never had problem with speeds. Videotron's tech did the install about 3 years ago. This time, we self installed as it is pretty easy. Wifi is important but getting stable and consistent high speed is more important at this time.
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Hi @trapa
Ask the support to check the line, they can do remotely, only after you can ask the tech
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We did that I believe and the modem was "provisioned" by the tech person but there was no improvement.
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Hi @trapa
The provisioning is to set the modem configuration with the speed too, after that you need to turn off the modem fro a minutes
But to verify the signal remotely is a different procedure, they will connect to your modem and check the signal to the different band, this can tell the support if you have a problem with the signal
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As Jess suggested, I would contact the customer service to have them to connect to your modem and check things out... Only if there is a real physical problem you are gonna have a technician coming by to fix it
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