Complete lost of internet at random
Hi,
Receive my modem yesterday, just joining Fizz, however I'm already facing issue.
As the title says, I keep loosing internet connection (as in the modem itself disconnects) at random.
By random I mean, it can be stable for 6 hours before dying, or barely reaches 15 minutes before dying. Another thing is that sometimes the modem decides to reboot during that event (taking up-to 15 minutes to re-establish connection to the internet) sometimes it doesn't.
Understand, this affects devices both connected via Cable and WiFi.
Now, I tried pretty much everything:
- Factory reset (multiple times)
- Manual reboot (multiple times)
- Setting the DNS manually
- Setting the DNS on automatic
- Enabling/Disabling DNS Proxy
- Disabling/Enabling Ipv6
- Tried multiple Coax cables
- Tried multiple internet cables
- Tried with and without WiFi
- Tried connecting my PC by cable
- Tried connecting my PC via WiFi
- Tried with only my PC connected to the modem (and everything else in the house disconnected)
- Talked to customer support where they remotely rebooted the modem (Before ending the chat because it took 10 minutes for the box to restart and reconnect to the internet)
- Talked to customer support who told me to redo all of the above
- Updated the drivers of my network adapter
- Downgraded the drivers of my network adapter
- Checked the modem making sure it wasn't overheating for some reasons
- Ran multiple speed tests (everything is in order)
- Made sure to cancel my previous ISP in-case it could generate some interference somehow.
So yeah, in the end they gonna send a technician, hopefully this works out, cause this is already aggravating. At this point the problem is hardware related, can't see anything else.
Answers
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I hope the technician will fix this problem for you.
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For context, here's a log from a connection monitoring app I've got:
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There are great chances the technician will bring another modem... You will be up an running in no time! You know the drill for the technicians visit:
https://fizz.ca/en/faq/how-do-i-manage-appointment-technician-visit-my-service-address
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Same problem was with my modem when I joined Fizz, only modem replacement helped.
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Change your modem please. It's not normal!
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So technician came by today.
He said our cable from the street side post to the house was done, something about our signal being "Out of bound", which usually leads to random loss of internet.
So he changed the whole thing.
Hopefully it holds 🤞
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That's good news, happy for you, up and running😀👍
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Been almost 24 hours without any issue!
All good!
Was the cable connecting the house to the network that was at fault.
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i just wonder if the Fizz modem/router combined with a high speed internet coul be the issue. I was with Videotron Helix for almost 4 years without any issue and since switching to Fizz (same infrasructure, same speed, the only difference is the modem and may be the backbone ??) especially since the beginning of the year, i just keep on loosing my internet connection at least once a week. Everytime that happened, I have to reboot or power recycle the modem and wait for everything to come back. Please note that behind the modem, everything is the same as when i was with Videotron. I have opened a ticket and tried resolving the issue with customer service (you have to be very patient) but no luck. After reading so many unresolved issues similar to mine in this forum, i have decided to go back to Videotron with my Helix gateway still sitting around. The process was done entirely online and the switch back was almost instantaneous. As i do not have to pay for the Helix equipment (12$), the price ends up being almost the same (58$/400mbps) and now i have to arrange for the return of Fizz modem.
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@Whizz can you please take a look? But I think it's too late unfortunately.
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Hello there warzouing.
I looked into the modem that you have with us right now and its performance hasn't been on a good track right now. That is from the signals which tell us the majority of its performance.
I'd say to reach out to my colleagues in the Customer Support team in order to at least have you scheduled for an appointment with one of our technicians to come by.
Here is from where you can start a chat with them: https://fizz.ca/en/support
Have a good one!
-Paul 🖖0
