Is there a way to report internet is down ?

Melissa M. #34204
Melissa M. #34204 Posts: 1 ✭✭
edited October 2023 in Internet

It’s been an hour already and internet is down.

anyone else experiencing this issue ?

Best Answer

  • Jess_i88b6
    Jess_i88b6 Posts: 13,909 ✭✭
    Answer ✓

    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 

    Reminder: 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.


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


    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/

Answers

  • Fromquebec
    Fromquebec Posts: 3 ✭✭
    Honestly, the service on this point is horrible.

    The website always say "everything is fine"
    Impossible to talk with someone, been on queue for 1h, I've been from 56 in line to 40 and back to 51 for no reason.

    Clearly there is a problem with landline internet but impossible to know.
    Mine is down since 2pm in Rosemère /
  • Whizz
    Whizz Posts: 23,158 admin

    Hello Melissa M. #34204,
    I am sorry for the situation encountered.

    I have verified your account and I can see that your plan is in good standing.
    Your modem is online at this time and I can see that you were able to use your connection, however there are indeed some issues with the signals.
    I can see that you have a high number of resets in history. 
    In order to address this, please plug your modem into a power outlet directly, without using an extension cord and test for 24-48 hours to see if your modem goes offline again.
    Also, I kindly advise you to verify the coaxial cable as well, make sure that it is well screwed at both ends and that it does not have signs of damage or sharp bends on it.

    You can try  some troubleshooting steps from this FAQ as well: https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it

    If the issue is not resolved, please contact us in private so we can address the issue there. You can use the steps Jess_i88b6  provided you with  to speak with us.

    Thank you for your time!
    Have a good day!
    -Eugen

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