Answered question

New fizz connection, constant speed dips and dropouts even while WIRED. What's the deal?

Recently had my cable net installed to my apartment. It's very irregular. 67mbps sometimes, 3mbps others. Other times complete dropouts. This is with a direct line into the router. Are there any router settings I can explore? Is this likely to be physical cable in the building issues? The technician who installed it seemed in a rush. What are my options here?

Hello Scottee,

I am very sorry to hear about this situation. As I have checked your connection in our tools I can see that the signals are good. We will need to know if you are using your own router in bridge mode or you are using only our modem. Also can you please tell us if the issue occurs in both ways, on Wi-Fi and when you are connected through an Ethernet cable?

It would be a lot easier for us to help you if you contact us through chat. Here you can find the way to do it: https://fizz.ca/en/contact-us .

Thank you very much for your cooperation!
Waiting for your return!
Have a good one!
-Bogdan

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Other answers

Vincent
Vincent

Vincent

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I would contact support, it sounds like you potentially got a bad modem. That said, BEFORE you do this, I assume you also tried the usual modem reset and settings tweaking? If not, start with the reboot, and disable the following settings to see if it helps at all:

  • Band steering (I know it's unrelated to wired connections, but my modem experienced strange issues with the setting enabled, ones that have nothing to do with wireless!)
  • DLNA (same as above)

You should also tried making sure you don't have other devices connected to it when you test the line.

Most likely though, it sounds like your wiring might have issues in the building. It's a shame the technician was in a rush, they should have tested things properly. Customer service on facebook messenger can help remedy this and test the line again. Good luck!

MichelP
MichelP

MichelP

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Scottee,
It's dont seem normal to get this.
The speed of your plan must be stable on a regular base. Your modem seems not fonctional.
For further help:

Please, contact the Fizz support by chat online (available from 8h00 to 21h00).

First, connect you online and access to your Fizz account.
Then, type this adress:

https://fizz.ca/en/faq/resolving-issues
Wait a few seconds to see the green chat bubble down to the right of the page.
When you see it, click on it.
Your chat session with Fizz begins.

Apparently at the "installation", the technicians are paid only to deliver the modem, not to fix problems, so they seem unwilling to do more than check the signal and hand over the modem.

First try a modem reset (use a pointy object to hold the reset button ~30 seconds). If you still have latency or bandwidth problems with wired devices (check speedtests such as the one at dslreports), chat with Fizz and ask for a service call with a technician who is the only one who will be able to diagnose more.

I have been with Fizz less than 2 weeks and have had intermittent issues too. Right now my connection is good, but you can read more in my previous posts:

https://community.fizz.ca/questions/2197579-modem-randomly-rebooting
https://community.fizz.ca/questions/2205838-internet-disruption-2020-01-16-13-52

Olivier
Olivier

Olivier

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Sorry about that, please contact the support.

Thanks for all the great responses and support! I was feeling a little bummed about Fizz's lack of direct line customer service but I think this community moderated system might legit be better.