Internet not connected in new place

SophiaCF · July 2023

Hi! We recently moved and tried reconnecting our internet as Fizz described but it’s not working! And now it seems we have to wait 11 days for an appointment. I work from home so really can’t wait. Does anyone have any ideas? Can we ask Videotron for help?

AK20230110 · July 2023

@SophiaCF

Try some troubleshooting mentioned 👇 here:

https://fizz.ca/en/faq/my-modem-connected-cable-my-connection-keeps-cutting-out-how-do-i-fix

https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it

If you still have the problem contact Fizz support for help, here's how to contact customer service

https://fizz.ca/en/support

Jess_i88b6 · July 2023

Hi @SophiaCF

If you have the 2 leds with the arrow on, try these steps

If you are experiencing internet problems with Fizz, here are some suggestions to try and troubleshoot the issue:

Restart your modem and router: Sometimes simply unplugging your modem and router for a few minutes and then plugging them back in can fix connectivity issues.
Try to turn off the modem, unscrew the coaxial cable, wait 5 minutes, screw back the coaxial cable and power on.
Check your cables and connections: Make sure all cables are securely connected and not damaged. Replace any damaged cables.
Try a factory reset the modem
- 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.
- wait 15 minutes and then redo the installation process by following the details found here : https://fizz.ca/en/faq/how-install-my-wi-fi-modem and check if the issue persists, since we saw that there might be some driver issues with the device itself.

Here some useful guide: https://fizz.ca/en/faq/my-device-cannot-connect-wi-fi-how-do-i-fix

If at least one of the 2 leds with the arrow are off, this means that you have a problem with the coaxial cable, check if in your residence you have another coaxial cable exit, and try to connect the modem on that cable.

Double-check the connection of the cable on both ends

If nothing is working you need to chat with the support to have a tech sent as soon as possible, ps the tech will be a videotron one

You can chat in direct

Sign into your account, follow the link on this page: https://fizz.ca/en/faq/my-device-cannot-connect-wi-fi-how-do-i-fix, 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/

Sébastien code ZXEL1 · July 2023

check if there are no other cable outlets in the apartment try all internet cable outlets

Andrei_ref_R7VK1 · July 2023

Maybe @Whizz can help here?

Fizznow_ZK7U8 · July 2023