Multiples quick disconnections/wifi drop issues daily with new modem CODA-5610Q

bEn_MTL
bEn_MTL Posts: 9 ✭✭
edited September 2 in Internet

Hi

Same issue as many reported here, including myself months ago when I got the new modem to try out as a tester...

During the trial, all you had to say was just plug back the "old" modem, which works perfectly and has no issues ; now that you asked to have it sent back, I don't have that option anymore, and it's not acceptable to have connection drop few times a day, even 5 seconds, while on conference call or streaming something (paying for 400/50 here..., single in my 500ft2 condo.... and again, NO issue with old modem located exactly at the same spot with the same coaxial, nothing different but the modem you forced me to use)

Online chat was helpless, only able to telling me that the signal was more than excellent on your side, that the new modems are the best, and that I should try to do everything I already did during the test period, and again before reaching out to you (separate the 2.4 from 5GHz, disable Wifi 6 in admin, try different channels, restart, unplug, factory reset the modem....)

I just did a test asking my kind neighbour from upstairs to let me use his wifi to stream something ; works with his eero6 something modem right away, even if the modem is not a meter away.... and it doesn't with mine, either on 5GHz or 2.4 (many attempts this morning in the last 3/4 hours)

I'm pretty sure my "new" modem is somewhat defective since day 1 of the test period, as I reported it to you guys.

Help or replace the defective unit please, or I'm just gonna have to cancel my service as I can't work from home that way

Answers

  • G225 code IRSGE
    G225 code IRSGE Posts: 7,639 ✭✭

    Hi, install the Fizz Wi-Fi app to run diagnostics. The 2 modems may have different tolerances, so check the signal with support.

    https://fizz.ca/en/support

  • bEn_MTL
    bEn_MTL Posts: 9 ✭✭

    Can't even use app most of the time, stuck on loading, not showing any decives connected while I have 10+...

    Not even able to reach the modem admin setting using the url address on Chrome most of time


    And they say while on chat signal is optimal and nothing bad at all

  • Andrei_ref_R7VK1
    Andrei_ref_R7VK1 Posts: 10,417 ✭✭
    edited August 23

    I got my old modem replaced with the new CODA-5610Q around a month ago. So far zero issues on my side. Maybe indeed your modem is defective 🤔. Do you see if it reboots during the disconnects?

  • bEn_MTL
    bEn_MTL Posts: 9 ✭✭

    Pretty sure it's been defective since day 1
    Doesn't seem to restart as I regain connection in 5-10s, just long enough to stop streaming or videoconference

    Gonna try again support to ask for a replacement, but not really helpful as of today

  • Simon
    Simon Posts: 134 ✭✭

    More than a week since you wrote about the issue so wondering ... has FIZZ replaced your modem? Assuming so, is the problem gone?
    Sorry to hear about difficulties

  • bEn_MTL
    bEn_MTL Posts: 9 ✭✭

    Nope, they kept on asking me by chat to repeat the same steps again and again, felt like talking to bots almost and not able to adjust their advices... and repeating the modem is the best ever, there's no drop on their side, can be my microwave, tv, or building stuff... (while never had issues for 9 years living here, including with their old modem)

    I escalated, got an email from supervisor or something the day after asking me to send pictures (again) and screenshots of inapp results, never heard a single word since after more than a week

    I cancelled it all and took Rogers 5G for 25$ dtwn Montreal, bye Fizz modem is already sent back

  • Whizz
    Whizz Posts: 26,108 admin

    Hello bEn_MTL,

    Sorry to hear about the issue.
    I verified your conversations and it appears that our agents tried to help you as they saw some issues via WiFi  but since the issues still persisted, they could have taken a different approach.

    Now our agents did reach you via e-mail quite a few times also but you never replied back, as much as they would have wanted to help you further.

    As you already went with another provider, I can only say that I am sorry for the unpleasant experience, and hope that you send the modem back following these details , to avoid any charges : https://fizz.ca/en/faq/how-do-i-return-my-wi-fi-modem

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

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