Answered question

Modem randomly rebooting?

We just got Fizz yesterday, and the modem (Hitron CODA-4680, hardware version 2A, software version 2.0.10.43b8) has rebooted 2-3 times on its own in a 24 hour period. The modem is in bridge mode (Residential Gateway Function is Disabled) so it's not due to router or wifi settings. Is there a way (logs?) to verify the cause?

 

We switched from an existing cable internet service (15Mbps) to Fizz (30Mbps), and the previous service and modem (DCM475) were stable. When the technician for Fizz checked the cable signal, he said it wasn't good expressing surprise that the internet worked at all, but he refused to do anything about it or give any explanation. Instead he said if it was working before, it should continue to work now. Could we get some detail on the signal quality and get it fixed if there is an issue?

hc0468
hc0468

hc0468

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Try to do a factory reset

factory settings by holding down the reset button on the back of the device for ten (10) seconds.

If it does not help contact the support

To contact the support you need to go to this page https://fizz.ca/en/contact-us, Fizz push you to find your solution, therefore, you need to search in the solution hub to your solution and only after 10 seconds that you are in a solution page Fizz will give you the chat bubble.

CHAT

  • Go to this page https://fizz.ca/en/faq/resolving-issues, if you are not connect login
  • The business hours: every day from 8 a.m. to 9 p.m. (EST).
  • Wait 5 seconds for the bubble icon to appear at the bottom right of the browser and click on the icon to chat with support. Try a different browser if you have issues getting the bubble to appear.

If the chat bubble does not appear, this means that the number of sessions waiting for our answers surpasses our processing capacity. If that happens, send us a private message via Facebook Messenger or Twitter.

 

FACEBOOK

Your can also send a message via facebook messanger https://facebook.com/fizzca and click send a message (this is a bit slower)

 

CONTACT FORM

You can also fill a contact form from your account Once logged in, from the account panel go to My Profile → Contact Form (the subject are limited) and fill out the form and someone will email you back.

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Other answers

hc0468
hc0468

hc0468

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Thanks, Mike. I had done a reset by holding down the reset button at the back of the device soon after the initial setup. I suppose I could try it again, but there's not much to reset.

 

I'd like to make sure the modem and line are stable. Voip users and gamers will be very upset if there are any disruptions.

 

I have started a support chat. How long does it normally take for an agent to respond?

hc0468
hc0468

hc0468

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It's been 15 minutes with no response so far.

MichelP
MichelP

MichelP

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Please,
Dont hesitate, if your internet connection is not stable.
and ask for support by chat online(8h00 to 21h00 each day):

First, get to your account online.
Then type this adress:

https://fizz.ca/en/faq/resolving-issues
Wait until you see the green bubble chat down to the right of the page.
When you see it, click on it.
Your chat session will begin with them.

Jimmy
Jimmy

Jimmy

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Normally it doesn't reboot randomly as such.
Try discussing with them with the official website bubble chat.

clau3166
clau3166

clau3166

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If you don't mind sharing the outcome of this issue, that would be great to help future community members. Thanks!

Olivier
Olivier

Olivier

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Hello, please contact the support

hc0468
hc0468

hc0468

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Thanks for all the replies.


I chatted with support on the website's "bubble" chat. I think the delay might have been due to NoScript blocking something, although I had disabled restrictions for the tab.

 

Chat support said they verified with their tools and everything looks alright, signals within norms, and no incidents in our area that could cause random reboots. At first they asked me to wait a day to see if the situation persists. I don't see the point of waiting given random reboots have already been observed.

 

So, they scheduled a technician visit for Friday to check the situation and potentially change the modem if necessary.

 

They did note that if the issue is not due to their service or hardware, there will be a $60 fee! I am very apprehensive about that detail, especially since they could not provide a written document outlining under which circumstances I could be liable. I really don't wish for such decisions to be at the technician's discretion.

 

In particular, it is quite possible for a technician not to identify an intermittent issue during their visit. Support said the fee is to protect them in case a customer has damaged the modem themselves, for example by spilling liquids on it. That is understandable.

 

I asked for confirmation (multiple times) that there will not be a charge if the technician does not find the problem, to which they agreed. I have saved the chat, as they themselves suggested and claimed that it will serve as a written and legally binding confirmation from Fizz.

hc0468
hc0468

hc0468

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Sure, no problem.

Bobby
Bobby

Bobby

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Not normal contact fizz via messenger good luck you can only try to reboot

Alejandra
Alejandra

Alejandra

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Speaking of liability. Have you remove all the plastic lining so it would not overheat ? Just wondering.
Try another "plug outlet" ? Maybe the electricity ?

Maybe it reboots when there is an update. If the update keeps failing, maybe that is why? Try doing a factor reset. If that doesn't work, contact support.

hc0468
hc0468

hc0468

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Alejandra, yes I removed all the plastic wrapping on the unit before using. It is plugged into a UPS which serves only communication equipment (modem, router, VOIP ATA, wireless phone base, etc) which use about 20W in total so I doubt the plug or electricity/power draw is the issue. Plus, the previous modem (DCM475) was plugged in the same spot and it was stable.

 

Chris, good point about firmware updates possibly causing a reboot. However it happened 2-3 times in the first 24 hours, and support said there was nothing in my area that should have caused a reboot. My device is currently on software version 2.0.10.43b8. Next time I will try to take note of the software version from the beginning.

It has been about a day without another reboot so far, but I don't want to risk problems in the future given this connection is used for time critical services like VOIP, so I would like this dealt with right from the start. We'll see what the technician discovers tomorrow.

hc0468
hc0468

hc0468

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After the 2-3 modem reboots on the first day with Fizz, it was stable with no more reboots for the next 2 days. I don't want intermittent surprises, so I kept the technician's appointment for yesterday.

 

The technician was super nice (Merci Ismail de SC360, vous êtes très gentil!). He replaced the modem just in case the first was defective. He also found that a connection point for the cable outside had corrosion, so he replaced the parts. That could cause intermittent problems, which could explain why the previous technician had said the signal was bad while Fizz support said it was within norms. He then verified that the signal was good, within specifications.

 

It has now been one day since the technician's visit, and there have been no modem reboots. So far, so good.

hc0468
hc0468

hc0468

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UPDATE: There has been one more modem reboot a day ago. I wish there were a log to help figure out why.

hc0468
hc0468

hc0468

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After more reboots, internet connection interruptions, and another technician visit (3 in 3 weeks!) I hope it is finally resolved. More details in my related post: https://community.fizz.ca/questions/2205838-internet-disruption-2020-01-16-13-52

In summary, the issue seems to be due to signal fluctuations in the cable line, confirmed by customer service and technicians. The coax cable from the pole to the building was replaced on the last technician's visit. Hopefully that solves the problem for good. I may post a follow up later to confirm.

A lot of this could have been avoided if the "installation" technician had acted on his observation of bad signal levels. Granted, troubleshooting signal issues is not easy, but it would have been a start.