WIFI connection problem

behrouz
behrouz Posts: 18 ✭✭
edited May 25 in Internet

Hello,

I have a problem with my Wi-Fi connection. It has been 2 days that the status and upload lights are off on my modem. I can connect to the wifi but no internet. I've tried rebooting and then resetting the modem and neither of them helped. I wonder what could be the problem? Obviously, this sort of thing needs to speak with customer service to send an IT person to figure it out and simply chatting with a bot is not helpful at all!!

Best Answer

  • elena code xzi4t
    elena code xzi4t Posts: 8,455 ✭✭
    edited May 24 Answer ✓

    Hi @behrouz

    This it seems a problem with your coaxial cable, double check it.

    To chat with the support go to this page https://fizz.ca/en/support , and click on the green bubble on the bottom right of the page in order to chat with them to find the right solution for you.

    Start to chat with the support, and after the second phrase, ask to talk with an agent

Answers

  • Mark123_2024
    Mark123_2024 Posts: 4,822 ✭✭

    You should contact the customer service department for checking if your plan is actually active.

  • kaitokun
    kaitokun Posts: 1,283 ✭✭

    Lol you already said it yourself. Go contact support 😀

  • Mark123_2024
    Mark123_2024 Posts: 4,822 ✭✭

    Contact support team from Fizz.

  • behrouz
    behrouz Posts: 18 ✭✭
    https://forum.fizz.ca/en/discussion/comment/6841366#Comment_6841366

    Thanks for your help, I didn't know it's possible to contact an agent from the chatbot.

  • Whizz
    Whizz Posts: 23,079 admin

    Hello behrouz,
    I am sorry to hear about the situation encountered with your internet plan.
    From what I can see  in my tools, your modem is currently offline. 
    Please verify the coaxial cable to be well screwed and not damaged in any way. 
    Also, you can try again to restart it, making sure the modem  is connected directly to the wall socket, without an extension cord. 

    To restart the modem, you can unplug the power cable for minimum 30 seconds.
    After that, please plug the modem back on into the electrical outlet and expect about 3 minutes for the device to fully reconnect to the network.
    Here you can see exactly the process: https://youtu.be/FUup6jfIvGA
    In case the issue persist, please contact our customer service agents, using one of the available channels from here: https://fizz.ca/en/support 
    They are available at any hour and they will assist you in this matter.

    Your understanding is highly appreciated.

    Have a wonderful day.

    -Lavinia, Community Moderator 

  • Whizz
    Whizz Posts: 23,079 admin

    Hello,
    I have offered best answer to @elena code xzi4t as the reply included the correct explanations for this situation.
    Have a great day.
    -Lavinia, Community Moderator

This discussion has been closed.

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