Need assistance from Fizz

kompi · July 2024

Hi Team,

I have started with Fizz a couple months ago and I have some issues since the last couple weeks.

Just want to mention that I am a cybersecurity advisor with a main background in networking (switching and routing).

I have the 500/50 internet plan and I use the default Fizz router.

I have noticed that my Wi-Fi is really intermittent. Sometime it downloads at 500 and other times it downloads at 50 and will even disconnect me from internet (ping to gateway = OK, ping to 8.8.8.8 and google.ca = NOK.

My experience when I am using Ethernet cable seems to be working when Wi-fi goes down. (Didn't validate that)

Rebooting the router seems to work for some time until it goes down again.

I would also like to mention that I had similar cases when I was with Videotron in the past. Could it be the copper leading to my house that is damaged? If so, How can I get support from the provider?

Thanks,
Maxime

elena code xzi4t · July 2024

Hi @kompi

If you have a problem with the WiFi the problem can be multiple, can you please check with the ethernet cable if you have the same problem?

My Wi-Fi network is not working. It’s slow or it cuts. What do I do?

You can always contact the support,

Contact us

, 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.

swatt · July 2024

You must contact the support team.

Click on the green bubble at the bottum of this page.

BeakBird · July 2024

Need assistance from Fizz

kompi

Jul 30, 2024

Hi Team,

I have started with Fizz a couple months ago and I have some issues since the last couple weeks.

Just want to mention that I am a cybersecurity advisor with a main background in networking (switching and routing).

I have the 500/50 internet plan and I use the default Fizz router.

I have noticed that my Wi-Fi is really intermittent. Sometime it downloads at 500 and other times it downloads at 50 and will even disconnect me from internet (ping to gateway = OK, ping to 8.8.8.8 and google.ca = NOK.

My experience when I am using Ethernet cable seems to be working when Wi-fi goes down. (Didn't validate that)

Rebooting the router seems to work for some time until it goes down again.

I would also like to mention that I had similar cases when I was with Videotron in the past. Could it be the copper leading to my house that is damaged? If so, How can I get support from the provider?

Thanks,
Maxime

You should contact support and have them check the signal using their tools.

If they find an issue with the signal they will send a technician to fix it.

To contact support go to the Fizz website and select from the menu:

Help - Support - Chat with an agent - Chat.

kaitokun · July 2024

Should probably contact support for something like this.

jvh_NVPF2 · July 2024

Are you connected to the 5Ghz connection coming from the router? The signal can be weak as I believe the router provided by Fizz is only Wifi5 spec and that the equipment provided by Fizz is pretty outdated.

A lot of users set their router to bridge mode and buy an aftermarket router.

The router portion of the modem+router combo Fizz provides is not very good and online forums say that there is a problem specific to the equipment Fizz provides as the chipset inside causes extra latency sometimes.

If you don't want to shell out ~$100 CAD on a new router you might want to try and see if you can get into their beta test for their new equipment.

elena code xzi4t · July 2024

Need assistance from Fizz

kompi

Jul 30, 2024

Hi Team,

I have started with Fizz a couple months ago and I have some issues since the last couple weeks.

Just want to mention that I am a cybersecurity advisor with a main background in networking (switching and routing).

I have the 500/50 internet plan and I use the default Fizz router.

I have noticed that my Wi-Fi is really intermittent. Sometime it downloads at 500 and other times it downloads at 50 and will even disconnect me from internet (ping to gateway = OK, ping to 8.8.8.8 and google.ca = NOK.

My experience when I am using Ethernet cable seems to be working when Wi-fi goes down. (Didn't validate that)

Rebooting the router seems to work for some time until it goes down again.

I would also like to mention that I had similar cases when I was with Videotron in the past. Could it be the copper leading to my house that is damaged? If so, How can I get support from the provider?

Thanks,
Maxime

Reading the forum, I found a post about a similar intermittent problem. The member started experiencing the issue after installing a charger for their EV. Could you check if there might be any interference from high-power devices, AC units, or heat sources? Such interference can affect functionality. Sometimes, moving the modem a meter or so can help.

kompi · July 2024

I will try everyone's advices. Thanks I will let you know if anything worked. As of now, my wifi is always looking like this (which is really not good). Fizz support also mentionned using both 2.4 and 5 Ghz could be an issue. I will try enabling 5Ghz only as my condo is not really big.

Whizz · August 2024

Hi @kompi ,

Thank you for reaching out.

The signals of your modem show some isolated issues on the upstream side, however, the signals were remediated recently. If the issue appears when you are using WIFI besides the suggestions that the other members suggested, I would suggest proceeding with a WIFI scan with the Fizz WIFI App.

If you access this link, you should be directed to the tools and support section if you already have the app downloaded, or to the App Store, to download it if you haven't already.

For more information, feel free to contact us.
Have a good one!
-Sergiu, Community Moderator.