internet cutting out

nish1992
nish1992 Posts: 2
edited November 2023 in Internet
Does anyone experience their internet randomly cuts out for 5-10 mins?

Answers

  • Jess_i88b6
    Jess_i88b6 Posts: 12,880 ✭✭

    Hi @nish1992

    Can you check the led status when this happen?

    Did you try to disconnect the modem for couple of minutes to see if this can help?

    You can chat in direct

    • Sign into your account

    • Follow the link on this page: https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do

    • 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/

  • Easygolucky
    Easygolucky Posts: 1,089 ✭✭

    Yes, some users, including myself, have occasionally experienced issues where the internet connection cuts out randomly for short periods, like 5-10 minutes. Here's a summary of common experiences and potential solutions:

    1. Router Issues: Often, the problem can be linked to the router. Restarting the router usually helps. If this happens frequently, you might want to look into router settings or consider a firmware update.
    2. Network Congestion: During peak hours, network congestion can cause temporary outages or slow-downs. This is more common in densely populated areas.
    3. Service Maintenance: Sometimes, these interruptions are due to Fizz performing maintenance on their network. Fizz usually notifies users of planned maintenance, but unexpected issues can still occur.
    4. Hardware Issues: In some cases, the modem or the internal wiring might be at fault. If you suspect this, contacting Fizz for a modem replacement or a technician visit might be necessary.
    5. Signal Strength: Check the signal strength in different parts of your home. Weak Wi-Fi signals can cause intermittent connectivity issues.
    6. External Factors: External factors like weather conditions, especially in areas with overhead cables, can impact service.
    7. Contacting Fizz: If the problem persists and you can't find a solution, contacting Fizz’s customer support is a good step. They can check if there's an issue with your connection specifically or a broader problem in your area.


  • Easygolucky
    Easygolucky Posts: 1,089 ✭✭
    edited November 2023

    If you need to contact Fizz customer service, they will create a ticket if the situation warrants it.

    We cannot contact directly to technical support.

     

    The idea of this page https://fizz.ca/en/contact-us is to explain how you can access the chat bubble. If you do a search in the Solution Hub related to your issue and access the help page the chat bubble will appear at the right corner.

     

     

    If the chat bubble does not appear, this means that the number of sessions waiting for our answers surpasses our processing capacity. If that happens, send us a private message via Facebook Messenger or Twitter.

  • Whizz
    Whizz Posts: 18,455 admin

    Hello nish1992  , 

    Sorry to hear about the issue.

    I verified your modem`s signals and they appear to be looking mostly normal albeit there were a few discrepancies a few days ago - which would suggest that the cables might not be connected properly.

    Please unplug the modem from the cables ( power can coaxial cable ) , check them for any damage and connect them back in as more details can be found here : https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it

    Once you finish that, use the Fizz WiFi app and scan your modem.

    To begin troubleshooting, take these steps:
    Place yourself near to your modem.
    Open the Fizz Wi-Fi app and press the three dots in the upper right corner to access the application menu.
    Select "Fizz support"
    ►Tap "Tools and support"
    Follow the instructions and grant all permissions until you reach the feature page, at which point you should click on Network Scan. Allow the 2-minute scan to complete (do not dismiss the program or try to see messages or notifications during this time).

    Check what the app states and what needs to be corrected, and if you still have issues, reach our customer service : https://fizz.ca/en/support

    Thank you for your understanding.
    Have a good one,
    -Raul

  • Easygolucky
    Easygolucky Posts: 1,089 ✭✭

    Wow! What a quick response, I am not the person that posted this question but I am impressed and appreciate Fizz quick response time

This discussion has been closed.