Answered question

zero download speed, full upload speed?

2 days ago my internet stopped working. If i'm lucky I can load a webpage, but 99% of the time the request times out. Maybe someone can make sense of this information and help me fix the problem.

  • The problem is not on my side of the modem. I work in IT and Fizz support already asked me if my microwave was close to my modem, so obviously that part of the troubleshooting is done.
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    • On one of those lucky occasion, I managed to load a speed test. 0.1Mbps down and my full 20mbps up.
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      • I can still ping websites :

      Pinging [] with 32 bytes of data:
      Reply from bytes=32 time=35ms TTL=251
      Reply from bytes=32 time=34ms TTL=251
      Reply from bytes=32 time=27ms TTL=251
      Reply from bytes=32 time=13ms TTL=251

      Ping statistics for
      Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
      Approximate round trip times in milli-seconds:
      Minimum = 13ms, Maximum = 35ms, Average = 27ms


      • Here's the trace for :

      Tracing route to []
      over a maximum of 30 hops:

      1 4 ms 3 ms 3 ms hitronhub.home []
      2 17 ms 16 ms 14 ms
      3 17 ms 16 ms 25 ms
      4 52 ms 16 ms 15 ms
      5 33 ms 16 ms 15 ms
      6 39 ms 19 ms 15 ms
      7 38 ms 17 ms 15 ms
      8 48 ms 18 ms 16 ms
      9 37 ms 19 ms 14 ms []

      Trace complete.

      • As far as I can tell, nothing physically changed around my house. Internet was working fine one night and didn't work the next morning.
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        • The speed test in the fizz android app just times out.
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          • All the lights on the modem are ok. From the top down : Green, Light blue, Darker blue, Green, Blinking green, green and green.
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            • I did the unplug - wait 10sec - plug back in at least once a day.
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              • I also did a factory reset.
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                Update 1 : Last night I was sitting at my desk and I saw a Videotron technician in front of my neighbor's building. By talking to him I learnt the following :

                • My neighboor has the exact same problem, the internet stopped working on tuesday morning.
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                  • They had the same problem last september and it took a month before the issue was resolved. (Hopefully someone remember what the problem was and it can be fixed quickly...)
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                    • The technician checked all the cable between our buildings and the pole and assured us the problem lies somewhere upstream.



User level
3 / 100

Hello mats,

After checking your account I could see that you need to contact our support department, which can be found over the link
In the meantime, I suggest you check the FAQ and when you contact our support department, please provide them a picture of your modem's lights and some speed tests done on Videotron's website.

I apologize for this unpleasant situation.
Nicolae Bogdan

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