Please do not close my discussion until the issue is resolved on time and successfully!

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Kaloyan
Kaloyan Posts: 19 ✭✭
edited July 15 in Internet

I'm experiencing a recurring issue where my modem-router (Hitron) frequently loses the WAN IP address, resulting in a complete loss of internet connection. In the router’s interface, the WAN IP is shown as 0.0.0.0, which I believe indicates a communication issue between the modem and the Fizz side server.
There are 3 people working from home in our household, so these interruptions are severely impacting our ability to do our jobs. Having to reboot the equipment multiple times a day is not a sustainable solution.
I kindly request support and investigation from Fizz side.
Who should I contact to resolve this issue?!

Answers

  • elena code xzi4t
    elena code xzi4t Posts: 12,410 ✭✭
    edited July 15

    Hi @Kaloyan
    If you follow the instruction given by the whizz here https://forum.fizz.ca/en/discussion/2662212/wan-ip-address-lost-0-0-0-0-frequent-disconnects#latest you need to contact the support and they will probably send a tech to fix the problem https://fizz.ca/en/support

  • Kaloyan
    Kaloyan Posts: 19 ✭✭
    edited July 15

    Thank you. I lost the entire morning despite explaining everything clearly and providing screenshots that show the problem is on Fizz’s side. Still, I had to repeat myself endlessly and keep returning to the same issue with the WAN IP—over and over again. During the chat, the connection dropped three times due to the very issue we were discussing… and in the end, they don’t have a technician available in the coming days in the mornings. A nightmare support.

  • elena code xzi4t
    elena code xzi4t Posts: 12,410 ✭✭
    edited July 15

    @Kaloyan said:
    Thank you. I lost the entire morning despite explaining everything clearly and providing screenshots that show the problem is on Fizz’s side. Still, I had to repeat myself endlessly and keep returning to the same issue with the WAN IP—over and over again. During the chat, the connection dropped three times due to the very issue we were discussing… and in the end, they don’t have a technician available in the coming days. A nightmare.

    I understand your frustration but they want to be sure to have cover everything, please confirm here that you follow the instruction that the @Whizz gave you and probably the whizz can be able to start the process to send the tech.
    You need to take the appointment there is nothing that they can do remotely.

  • Kaloyan
    Kaloyan Posts: 19 ✭✭
    edited July 15

    We live in a time where online work is becoming a priority, and I could lose my job because of this. Please adapt accordingly. I’ve explained a thousand times that I’m available in the morning. I work online from home in the morning, and in the afternoon I work outside the house. yet you’re sending a technician anytime between 7 a.m. and 8 p.m. Again, I had to repeat that I work elsewhere in the afternoon outside to earn the money I use to pay for your service, and it’s simply not possible—yet still, you insist on scheduling until the evening. This is unacceptable.

  • Whizz
    Whizz Posts: 25,462 admin

    Hello @Kaloyan ,

    To discuss the issue further and to schedule a technician visit if necessary, please contact us privately.

    Additionally, we noticed that you've created another discussion about the same topic today. As per our community guidelines, creating multiple discussions on the same matter is not permitted. You can see more about this here: https://fizz.ca/en/community-user-guidelines

    In regards to that, I will close this thread.
    Thank you for your understanding.
    Have a good day!

    -Alexandra, Community Moderator

This discussion has been closed.

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