Just experienced my 4th internet disconnection, since being newly set up with Fizz 3 days ago.

Inefficient_Finch
Inefficient_Finch ✭
in Internet
Hello, everyone!

I just joined Fizz recently and was excited to support this awesome Canadian company - heard lots of great things about the customer service especially. However, in the three days since I got my new Internet and Fizz modem set up Wednesday morning, September 3rd, I've now experienced no fewer than 4 random Internet disconnections (there possibly was more while I was asleep). My Wi-Fi will just shut off with no explanation and can be out for anywhere between 2-15+ minutes.

I've tried all the remedial solutions of soft rebooting and hard rebooting the modem, which sometimes work and sometimes doesn't. In any case, the "micro" disconnections (as someone put it in another post) are still clearly happening.

I'm disappointed since this was *just* set up, and I otherwise heard great things about Fizz. I'm feeling my only paths forward here are to ask Fizz to send in another technician immediately to replace the cabling/modem, or go with another service provider entirely (which I don't want to do).

I should also mention I live in the Verdun area and am wondering if coverage is just worse there.

Answers

  • Whizz
    Whizz admin

    Hello Inefficient_Finch,
    I am sorry for the situation you have encountered.

    I have verified your modem, and I can see that its signals were outside our norms for these few days.

    To resolve this issue, please follow these steps: electrically restart your modem by disconnecting the power cord from the outlet; disconnect the coaxial cable from the back and from the coaxial outlet, wait for 20 seconds, then connect them back and make sure that it is well screwed at both ends, then plug the power cable back in.
    You might have to restart your devices connected to the Wi-Fi and with the Ethernet cable too.
    Verify this FAQ for more manipulations you can try yourself: https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it
    If the situation persists, feel free to reach us on chat by accessing this link: https://fizz.ca/en/support.

    I hope you have a pleasant day!
    -Mihai, Community Moderator 

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