Internet down since this morning

Lej
Lej Posts: 5 ✭✭
edited August 17 in Internet

My internet has been down since this morning. I tried everything to reboot it (disconnected the cables, waited, reconnected, etc — basically everything that is in Fizz’s guideline) and nothing works. It says on my box that the wifi is on but it still doesn’t work… contacted customer service two hours ago via Whatsapp but no answers. Don’t know what to do…. :(

Answers

  • elena code xzi4t
    elena code xzi4t Posts: 8,432 ✭✭
    edited August 16

    Hi @Lej

    If you live downtown near the Jacques Cartier Bridge they cut the electricity. Check here https://infopannes.solutions.hydroquebec.com/info-pannes/pannes/pannes-en-cours

    Otherwise, contact the support to see if there is an intervention near you using the chat 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.

  • wenhan
    wenhan Posts: 1,170 ✭✭

    use the chat from the website to contact support. I just contacted them and it took about 40 minutes to connect to someone right now.

  • Lej
    Lej Posts: 5 ✭✭

    I have electricity, seems like an issue with the wifi only. Been waiting since 8:50 to talk to someone on Whatsapp, just join the chat hoping to get some help….

  • Lej
    Lej Posts: 5 ✭✭

    just worked for a few seconds, and then lost it again…

  • elena code xzi4t
    elena code xzi4t Posts: 8,432 ✭✭
    https://forum.fizz.ca/en/discussion/comment/6889755#Comment_6889755

    Are you living near the bridge?

  • Lej
    Lej Posts: 5 ✭✭

    Not far but not near necessarily. I just checked the link that you gave and it seems to be fine around my area 😢

  • elena code xzi4t
    elena code xzi4t Posts: 8,432 ✭✭

    Ok if you don't have an outage 500 to 1000 m from you, you should be fine from that point of view.

    The Videotron infrastructure is decentralized therefore can be impacted

  • Lej
    Lej Posts: 5 ✭✭

    hopefully it’ll get resolved… thank you! 🙏🏻

  • Whizz
    Whizz Posts: 23,047 admin

    Hello Lej,
    We are sorry to hear about the situation encountered with your internet services.
    After making the necessary investigations into our tools  we noticed that you were able to discuss with the customer service agents.
    Since your modem signals are not optimal and there are many resets visible, they proposed you to schedule a visit with a technician in order for him to be able to fix this directly from your place.
    In case there are still issues, please reach them back and they will assist you with making the appointment as soon as possible. 
    Your cooperation is highly appreciated.
    Have a great day. 
    -Lavinia, Community Moderator 

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