Internet drops at night

Laphroaig
Laphroaig Posts: 27 ✭✭
edited July 22 in Internet

Hi everyone,

I hope all is well!

I was wondering if I'm the only who has Internet issues pretty much every night? Since the beginning of July, when Fizz did a maintenance on their network, my Internet speed drops at night and I often lose the connection. It's extremely hard to get an answer from customer support, and one that make sense even harder. I just keep saying the the same things over and over, and I often end up being asked to restart the modem or reconfigure it once again.

I mentioned several times that I checked the network around my place, and I can confirm I'm the only one who use the channel 161 on the second 5 Ghz band. I tried other channels, just to be sure, and it doesn't solve the issues as expected. My guess is that more people recently moved in my area and that, at night, we're all connected to the same box outside which isn't sufficient. I cannot confirm 100% that it is the problem, but as during day time it always work well, I don't see why my equipment would fail only at night.

I tried to have Fizz check the equipment outside, but I'm always told to restart or restore my modem, which I've done and well, it doesn't fix anything.

If anyone has any recommendation to fix this I'm all ears. If not, I'll switch to another ISP.

Thanks and have a great day!

Answers

  • elena code xzi4t
    elena code xzi4t Posts: 8,352 ✭✭

    Hi @Laphroaig

    I didn't notice any problem, can you try using a device connected directly with the ethernet to see if the wifi problem?

  • Laphroaig
    Laphroaig Posts: 27 ✭✭
    edited July 22

    Hi @elena code xzi4t ,

    Thanks for the quick reply. It's pretty hard to connect to Ethernet, as most of my devices only connect to wifi. I would need to buy a long cable to connect my PS5 and Apple TV.

    That being said, right now the download speed is above 200 Mbps and the ping is 28. Last night I had a ping of 600 and a download speed of 30 Mbps and sometimes even lower. So far the issue never happened during day time.

    The last time I had a similar issue, I wasted months contacting Videotron. Eventually one of the technician explained that we were too many customers connected to the same box outside and they added another one. My guess is that it's probably that issue again.

    Thanks and have a great day!

  • elena code xzi4t
    elena code xzi4t Posts: 8,352 ✭✭

    Hi @Laphroaig

    That kind of ping means a congestion in the network. If you are not doing heavily upload this can means that it is from the Videotron network

  • Laphroaig
    Laphroaig Posts: 27 ✭✭

    Thanks @elena code xzi4t,

    That's pretty much what I think too. It's related to Videotron network and I think they need to fix it. It will most probably happen again tonight.

    When it happened yesterday I was streaming music in my place. Nothing really heavy on download. I'm expecting too have issues once again tonight.

    Interesting fact, those issues started after Fizz maintenance earlier this month. Following the maintenance they announced the Fizz TV service in beta. It could be related to this.

    As I believe it's an issue with Videotron network, my only solution would be to switch to Bell or a Bell reseller.

    Thanks!

  • elena code xzi4t
    elena code xzi4t Posts: 8,352 ✭✭
    edited July 22
    https://forum.fizz.ca/en/discussion/comment/6876362#Comment_6876362

    Can you ask a neighbour with the same technology (I cannot post the name) if they have a problem ?

  • elena code xzi4t
    elena code xzi4t Posts: 8,352 ✭✭

    @Laphroaig

    Do you have the possibility to test with your own router? Therefore, to see if the problem is from the router par of the modem?

  • Laphroaig
    Laphroaig Posts: 27 ✭✭

    Hi @elena code xzi4t,

    Sorry I should have mentioned this. I am testing with my own router, a Netgear Nighthawk RAX-70 which is way more powerful than the modem/router provided by Fizz. It was working perfectly fine before I switched to Fizz a few months ago.

    Thanks!

  • Laphroaig
    Laphroaig Posts: 27 ✭✭
    https://forum.fizz.ca/en/discussion/comment/6876376#Comment_6876376

    Sadly I don't know of any neighbour who use Fizz Internet, but I don't know a lot of people around my condo.

  • BradDoell
    BradDoell Posts: 175 ✭✭
    edited July 22

    @Wizz will read this and hopefully send to a tech team to investigate. The tech team should be able to easily tell how the network is performing at a specific location/daye/time.

    Btw, there is NO possibility that someone else has your wifi password? It wouldn’t hurt to change the password.

  • Laphroaig
    Laphroaig Posts: 27 ✭✭

    Hi @BradDoell,

    I guess I could change my password, I haven't tried this yet but this means I will have to re enter it on more many devices. I doubt that's the issue has my wifi password is very long (25 characters) with letters and numbers. The issues started following the recent Fizz maintenance. Since then, I have regular issues, but always at night.

    If you believe changing the password could fix it, I can do it. However I need a solution fast. I cannot continue to troubleshoot this on a daily basis, especially with current Fizz support where the support by chat isn't very fast (I often have to wait hours to get an answer) and I constantly have to re explain everything.

    Thanks for your help and have a great day!

  • mlafreniere
    mlafreniere Posts: 2 ✭✭
    edited July 22

    I have the same issue. I lose internet (including wired) multiple times a day, often in the morning as well as in the evening.

    For months, the Fizz Support has been asking me to run the Wifi test and last time, they simply didn't reply and closed the conversation with a survey…

    There are others that have similar issues on the french forum

    https://forum.fizz.ca/fr/discussion/2652687/connexion-instable-depuis-debut-juillet#latest

  • Laphroaig
    Laphroaig Posts: 27 ✭✭

    Thanks @mlafreniere for the information! I suspected I wasn't the only experiencing disruptions. They also asked me to run the Wifi test, but once again, it works and then it doesn't.

    Thanks for sharing the link with me, I'll check that.

    I called Videotron this morning and they told me that, even if Fizz use their network, the Videotron connection should be better. They offered me to try it for a week before I make a decision. I might try that while I wait for fibre to be available in my area on Plateau Mt-Royal in Montreal.

    Thanks and have a great day!

  • wenhan
    wenhan Posts: 1,124 ✭✭
    https://forum.fizz.ca/en/discussion/comment/6876502#Comment_6876502

    pretty sure you are @ the wrong person. I believe the handle is whizz.

  • rakibul
    rakibul Posts: 357 ✭✭
    https://forum.fizz.ca/en/discussion/2652875/internet-drops-at-night

    try having a chat with Fizz support. 🏃

  • Laphroaig
    Laphroaig Posts: 27 ✭✭
    https://forum.fizz.ca/en/discussion/comment/6876565#Comment_6876565

    I tried. Last night I mentioned three times the issues I was experiencing and the answer was that yes, I can change the email address associated with the account. I often get those types of answers, which is why I thought I would get more help on the forum ;)

  • Whizz
    Whizz Posts: 22,963 admin

    Hello Laphroaig  ,

    Sorry to hear about the issue.

    I tried to verify your account but there was no internet plan associated with it.

    So, if you have issues - I suggest checking the following link and https://fizz.ca/en/faq/my-wi-fi-network-not-working-its-slow-or-it-cuts-what-do-i-do and see if any of the recommended steps help.

    If it doesn`t , you can either message us in private with the e-mail address under which you are having issues or reach our colleagues on chat : https://fizz.ca/en/support for further investigations.

    I would have wanted to help, but since I didn`t have any details , I`ll have to close the thread in the meantime.

    Have a good one,
    -Raul, Community Moderator

This discussion has been closed.

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