Answered question

Daily loss of internet? follow-up

Every day since 3-4 days, during the afternoon or evening, I am losing internet. I am using the Fizz modem as gateway, wifi is disabled on the modem, and my router is connected directly to the modem. All my devices connect to the router, not the modem. When I lose internet, I can still connect to the router web page obviously, and to the modem web page as well. Rebooting the router does not help, the same issue persists. Rebooting the modem fixes the issue all the time.
I followed first suggestion I was given when I first asked the question on these forums and I did a factory reset of the modem. Worked fine for ~18 hours, and then lost internet again.
So I contacted Fizz support directly, chatted for a while, they were about to send a technician, and then they changed their mind ... "No finally we cannot send a technician, please contact us again when you have a pb again" ... This is the 5th time in a row I have the issue but apparently it is not enough. Plus when I have the issue, I cannot contact them because I am then without internet for 5 to 10 minutes ...
Now I have a laptop connected directly to their modem and I will see immediately that the issue is their modem / network.
And I will not wait long before switching back to a "regular" provider if it happens again and I still get no help.
I need to add that this exact setup has been working fine for almost a year now, with extensive usage since the last 3 months of course. But the problem only appeared ~5 days ago.

Eric
Eric

Eric

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Whizz
Whizz

Whizz

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Team

Hello Eric,

Please rest assured that we're doing everything that we can to help you further. As my colleague has already suggested, you should reach to us in private via live chat or social media, immediately after encountering this issue, to be able to help you more efficiently. Rest assured that if we'll detect that your connection is lost or your signals are out of specs, we'll send you a technician at your address to verify the connection. Here are the contact links:
https://fizz.ca/en/contact-us.
https://facebook.com/fizzca.

Have a good one!

Radu

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Other answers

Hi Eric! :)

In your case i suggest you to contact directly a fizz support rep by clicking the green chat bubble in your account dashboard or by facebook under the name fizz!

It's been a pleasure to assist you today! Have a great day! :)
Don't hesitate to mark my answer as the best! :)

Eric
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Eric

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@Mathieu ... I already contacted support ... green bubble ... no help ...

Olivier
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Olivier

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good luck my friend

Whizz
Whizz

Whizz

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Team

Hello Eric,

Apologies for the encountered issue.

We are not able to view if there are connectivity issues while you are using a different router in bridge mode connected to our modem. If possible, could you please unplug your router from our modem then perform a factory reset to your modem and test if this way you still experience the connection loss? If this occurs while you are at home, would it be possible to record the modem's lights when this happens? For a few more helpful tips, please consider taking a look over our FAQ as well:

https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-...

Once you experience such issue again, please contact us as soon as possible.

Thank you for your understanding.

Have a good day.

Catalin

Eric
Eric

Eric

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@Whizz, I already did that this afternoon and sent the photo to your support. They say everything is fine ... and they won't send a technician. This is hopeless.