Internet not connected in new place
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?
Answers
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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
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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/
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check if there are no other cable outlets in the apartment try all internet cable outlets
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Maybe @Whizz can help here?
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If ask Videotron, maybe you need pay by yourself? 11 day waiting is too long
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Sorry I don't know how to help you...
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Looks like after "moving day" they are overwhelmed with appointments.
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You are probably right.. this is a hard period for them
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Hello SophiaCF,
Sorry to hear about the issue.
From what I saw, a service call was set and a technician came to visit your address.
The modem now appears to be online with good signals, so we are happy to see that everything is working well at the moment so we will close this post.
Thank you for your understanding.
Have a good one,
-Raul0
