Having trouble with my modem installation, support still hasn’t answered

Lancelotbronner
Lancelotbronner Posts: 2 ✭✭
edited July 14 in Internet

I installed my modem today. All lights are fine and the wifi works but I cannot connect to the internet.

I activated the modem on my account and tried configuring it with the wifi app, it stays on the setup spinner screen forever.


I wrote to support 2 hours ago and they still haven’t answered.


I’ve already restarted it multiple times, according to the lights the cable seems to work (the lights are a solid blue).

Best Answer

  • jvh_NVPF2
    jvh_NVPF2 Posts: 890 ✭✭
    edited July 14 Answer ✓

    Support will most likely have you try the troubleshooting steps here: https://fizz.ca/en/faq/my-internet-service-not-working-what-do-i-do

    Try these and see if they help while you're waiting for support.

    According to the guide, the blue lights should mean that you're able to establish a connection but the @ sign should be solid for an internet connection.

    Seems like you're waiting on Fizz to activate your plan or they're unable to reach your modem to provision your internet.

Answers

  • Lancelotbronner
    Lancelotbronner Posts: 2 ✭✭

    I haven’t moved in yet and live multiple hours from my new address, will support require me to take manual actions?

  • jvh_NVPF2
    jvh_NVPF2 Posts: 890 ✭✭
    edited July 14
    https://forum.fizz.ca/en/discussion/comment/6870754#Comment_6870754

    Users have reported technicians being sent to the old address and having to reschedule.

    When you reach out to support, ask them to send a technician and have them confirm your new address so you won't have to deal with waiting a week or so for a reschedule and wasted time.

  • Whizz
    Whizz Posts: 23,047 admin

    Hello Lancelotbronner  ,

    Sorry to hear about the issue.

    I verified your account and it appears that the modem is offline - so in this case, I advise you to reach our customer service : https://fizz.ca/en/support as they will need a picture of the modem`s white label, where the MAC address can be seen specifically.

    Our team needs to confirm that the correct modem is registered in their tools before scheduling a technician appointment.

    I saw that you tried to reach them once, but the conversation was not taken by any agent as everyone had their hands full at that moment, so I advise you to insist once again.

    You can also leave us a private message ( click on our portrait ) but it might take a bit until we reply also .

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

  • seifoun
    seifoun Posts: 6 ✭✭
    i have the same problem , support havent answered yet , worst customer support ever
This discussion has been closed.

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