My issue with the WAN IP loss has not been resolved!

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Kaloyan
Kaloyan Posts: 24 ✭✭
edited 2:26PM in Internet

Two days ago, a technician came and replaced the modem, but the issue hasn’t been resolved.
It’s still frequently losing the WAN IP.
He claimed that the signal has never been interrupted on their side, despite my screenshots from the device.
Now I have to waste another morning explaining everything from the beginning in the support chat—again, endlessly.
There’s nothing more frustrating.

Answers

  • Andrei_ref_R7VK1
    Andrei_ref_R7VK1 Posts: 9,856 ✭✭

    @Whizz please take a look

  • elena code xzi4t
    elena code xzi4t Posts: 12,424 ✭✭

    Hi @Kaloyan
    When this happen, what is the led status?

  • Kaloyan
    Kaloyan Posts: 24 ✭✭

    The most frustrating part is that I work online from home in the mornings, and in the afternoons I’m out working elsewhere, yet they keep assigning technicians between 7 AM and 8 PM.
    How is that supposed to work when we need to earn money to pay our bills?
    Can someone explain this extremely unfriendly technician schedule for working people?

  • elena code xzi4t
    elena code xzi4t Posts: 12,424 ✭✭

    @Kaloyan said:
    The most frustrating part is that I work online from home in the mornings, and in the afternoons I’m out working elsewhere, yet they keep assigning technicians between 7 AM and 8 PM.
    How is that supposed to work when we need to earn money to pay our bills?
    Can someone explain this extremely unfriendly technician schedule for working people?

    If you have the possibility to check the led status I believe that you are losing the signal, The tech tested the line?

  • Kaloyan
    Kaloyan Posts: 24 ✭✭

    Loss of WAN IP (Wide Area Network IP address) usually means that:

    ➡️ Your router or modem is not receiving an external IP address from your internet provider.

  • Kaloyan
    Kaloyan Posts: 24 ✭✭
    edited 2:16PM

    You might not be familiar with the technical side of things, but I’ll try to explain.
    Your server is dropping the connection with your modem, and instead of having a public IP, we’re only getting 0.0.0.0.
    This is an issue on your end, outside of my home.

  • Whizz
    Whizz Posts: 25,469 admin
    edited 2:26PM

    Hello @Kaloyan ,

    Sorry to hear about the issue.

    I verified your modem signals and it appears that there was a small fluctuation yesterday but everything appears to be alright.

    I saw that you also did a modem scan, but it shows that you have very poor coverage in some areas.

    Please try to reposition the modem or devices near it - run another scan and reach our customer service : https://fizz.ca/en/support so they can check the results once again in real-time to see if there are any issues.

    Related to the technicians, since it's the moving season, it`s busy period so we are trying to stretch the technicians everywhere we can.

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

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