Answered question

Fizz modem not installing properly?

I received my Fizz modem yesterday, Hitron CODA-4680, and after connecting it correctly with the coaxial cable and the power cord, waiting for the lights to correctly flash there was still no sign of the network written on the Modem. There was only a FizzEV network that I could not connect to with the written password.

I've tried restarting the router or unplugging it many times yet while it always shows the 2.4 network as active it cant be found by any of my devices. I'm wondering if this may be a problem with the coaxial cable since the Videotron guy that came to deliver the modem messed up the cable's wall-socket pretty bad.

Any help troubleshooting would be greatly appreciated.

Laurent
Laurent

Laurent

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Hello Laurent,

Thank you for bringing this to our attention.

We've already chatted about this situation a couple of minutes ago. We've tried together some troubleshooting steps and we settled that a technician should come at your address to make further verification. I really hope it will be resolved and you'll be able to use our internet service.

Have a nice day!
Radu

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Other answers

Can try to do a factory reset?

 

If you want to re-enable the Wi-Fi capability of your Fizz Wi-Fi modem, you'll need to reset it to its factory settings by holding down the reset button on the back of the device for ten (10) seconds.

 

 

This is the full guide, I believe that you already follow it

https://fizz.ca/en/faq/how-install-my-wi-fi-modem

 

if you are logged in and you stay in that page you will see the icon in the bottom right and if you click on it you can chat with the support.

 

Lucas
Lucas

Lucas

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I would try to contact the support (you can do it with Messenger) if I was in your shoes

Olivier
Olivier

Olivier

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Please contact the support to fix this situation. Thanks.

Laurent,
Try a reset of your modem.
Personnaaly, someone from Fizz Support has ever recommmended me to put in auround 35, 40 second the reset button with a neddle
Wait 3,4 minutes. To see all the lights on again on your modem.
I hope it will resolve this problem about your modem.
If not,
Ask for support online by chat , this service is available from 8h00 to 21h00, each day.
Fiirst, connect you to your Fizz account.
Then, type:
https://fizz.ca/en/faq/resolving-issues
Wait a few seconds until you see the green bubble chat down to the right of the page.
When you see it, click on it.
Your chat session with Fizz begins.

Thanh
Thanh

Thanh

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Make sure everything is properly hooked up and reset

Otherwise speak with a representative.

When the Videotron is at your place, he tests that the connection works before leaving. Therefore that should not be the problem. Did you try unplugging and reconnecting the coaxial cable as well? If not try that, also try doing a factory reset.
Thanh
Thanh

Thanh

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Now please close the thread

Did the tech test the cable?
They usually test the cable to make sure it s active.
I would chat with the support having the serial number of the modem to make sure it's reaching their end and registering on the network.

Vincent
Vincent

Vincent

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Sounds like your theory might be right, it's too bad the technician messed up your wall socket! I'd mention that to support and have them send another technician to remedy the situation.

Nini
Nini

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If you have solved your problem, please choose the best answer to close the discussion.