Answered question

Modem consistently losing WAN connectivity after exactly 24 hours of up-time

I'm losing Internet connectivity every 2-3 days at the same time of day. Each time, when I connect to the modem I see that the WAN up-time has been reset to 00:00, and the LAN up time is a multiple of 24h.

I have a friend who also report being disconnected consistently at the same time each 1-3 days.

I think there's a bug in the way FIZZ or Hitron modems are configured. Instability occurs consistently at multiples of 24h of uptime on this network / on those modems. Problems that occur at a fixed frequency like that are unlikely to be anything else than a configuration issue.

Within the "cusadmin" there is no option to change the frequency of networking events like DHCP renewals. This problem must be on FIZZ side to fix.

I think that I will manually reset the modem at 3 AM (time at which I'm not using FIZZ services usually). This will at least make sure that the bug is triggered during night time, and NOT in the middle of a meeting with my boss / during work hours!

Jonathan
Jonathan

Jonathan

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Hello Jonathan,

I apologize for the situation that you have experienced while you've tried to use your services.
After having a look at your account and connection, from our end everything seems to be in order and working as it should.
For further investigation and help, I suggest you, as other members suggested, contact our support department.
Our contact methods can be found over the link https://fizz.ca/en/contact-us

Have a nice day.
Nicolae Bogdan

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Other answers

Mike
Mike

Mike

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Is he your friend in the same area as you?

Did you already try to contact the support?

Jonathan
Jonathan

Jonathan

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My friend lives in the same city but not in the same neighbourhood. Roughly 6 km away.

Already contacted support. I got surprising instructions involving flipping the cable: plugging the end that is in the modem in the wall plate and the other end back in the modem. Perhaps I should revise my electrical engineering coursework.

Anyway, I can't do that. The cable that is hooked to the modem runs through the wall. No wall plate involved.

Also I often have to reset the modem to get back internet connectivity when this problem occurs. It takes a few minutes to boot each time. I get to play the T-Rex jumping over cacti game a lot more frequently than I was before switching to FIZZ. Just busted a new high score.

V
V

V

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we are experiencing the same internet issue for more than two weeks, Fizz told us technical team is working on to fix it. But still no improve

V
V

V

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moreover, anybody can share how to easily get the chat bubble to appear. It takes a randomly long time to finally have it show up.

Mathieu
Mathieu

Mathieu

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Hi Jonathan. Thanks for your fantastic question.

In your case i suggest to contact a fizz rep! We can't help here.
It's been a pleasure to assist you today. If you have any further questions don't hesitate to ask.
Don't forget to mark this answer as the best answer! :)

Mathieu
Mathieu

Mathieu

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Hi!
Problem resolved?

Olivier
Olivier

Olivier

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Thanks for the question

Chris
Chris

Chris

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Same, but two three times a day. Support has been useless. Been asking for help for a few days, they respond hours later and tell to do useless things.

Jonathan
Jonathan

Jonathan

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Lately I had many WAN connectivity problems that were not aligned to multiples of 24h of up-time. It seems more and more random. I just had one, my WAN connection had 20 hours of up-time.

This is becoming a huge issue. Working from home requires more stability than this. I can't afford being disconnected in the middle of a server maintenance (I'm working in IT) or a meeting. I'm giving support a last chance. If it doesn't help I'm moving away from fizz ASAP.

Chris
Chris

Chris

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@Jonathan, same also working in IT. Connection died this morning while I was in the middle of a meeting. Did you get visited by a technician yet? If so did they do anything. I managed to get a chat bubble earlier and have a visit scheduled for tomorrow. The problem is that it works fine most of the time, then out of nowhere disconnects. So I'm not sure what a technician can do other than replace a modem which will likely appear to be working at that moment.