Answered question

"The DNS server isn't responding"????

Just like other FIZZ internet users, I am CONSTANTLY having internet connection issues. This is not just once a day, but multiple times per day. Due to COVID 19, like many others, I am working from home now so a stable internet connection is very important to me!

The error I am constantly seeing is "The DNS server isn't responding.".

Come on FIZZ, please don't blame on the end users. Who hasn't tried to unplug the modem then plug it again? I really doubt there is not any issue with the network.

I also read one of the replies from what you called 'supreme geek'. That was totally unacceptable. The person said that the users need to put the modem in a well ventilated area. Are you sure that the internet connection would be resolved by doing this? I put my modem in an open area but still got disconnected multiple times per day. Should I put the modem in the freezer?

If there are so many reporting the issues, then there is a problem somewhere. Hope you guys can seriously start looking into this.

Thanks.

Mamie
Mamie

Mamie

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Mike
Mike

Mike

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Did you check the led status? If one of the 2 arrows is flashing or off, it means a problem with the cable signal, the you need to check the cable connexion or to contact fizz in order to check the signal.

If it is a dns problem did you try to use public dns?

Google 8.8.8.8 et 8.8.4.4

You can read these FAQ:
1- https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-...
2- https://fizz.ca/en/faq/my-wi-fi-network-slow-how-do-i-mak...

If your problem persists after having followed the guide, you can contact Fizz support by chat, from 8 AM to 9 PM everyday:

1- Connect to your Fizz account by clicking « Login » in the top right corner at fizz.ca (THIS IS IMPORTANT)
2- Open any of the Fizz FAQ help links above
3- The green chat bubble should appear after a few seconds in the bottom right corner.

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Other answers

Are you working on wifi or directly on wire? I mean there multiple reason why your problem would occur. Also, I would contact Fizz to be sure it's not the network. You know Fizz use Vidéotron network which is pretty solid itself.

Hi Mamie, I'm assuming you are using Fizz as the wifi device

Please follow the follwoing steps:
1- Connect a computer with an ethernet cable to the Fizz router.
2- Test the internet and see if you will get the same DNS issue.
*If you get the same issue, reset the router (not restart), and re-test with the same computer wired to the router.
3- If the problem persists, contact Fizz to replace the router or to find you a solution.

If it's fixed for ethernet, try the wifi.
4- If the ehernet connection works and wifi doesn't, I recommend you buy an external router and put Fizz router on bridge mode

If I helped you to fix your issue, please select me as best answer
Thank you

Kurt
Kurt

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I’m not sure where the problem stems because although there are some complaints, I think the majority of internet users don’t have issues (me being one of them). So your best bet will be to contact Fizz directly if you haven’t already.

Mathieu
Mathieu

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Hi Mamie! :)

Mamie
Mamie

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Thank you Mike, Patrick, George, Kurt and Mathieu.

  • The 2 arrows have solid blue light. They were not flashing or off.
  • I am using both direct connection to the FIZZ modem as well as using wireless. Both still have connection issue.
  • The modem has already been reset.
  • My friends also have the same issues. If majority of the users don't have this problem, then it could be an issue with the area.
  • The issue already happened for a few days so it is not a new incident.
  • My connection was dropped at least 5-6 times today. This is very frustrating.

@Mamie,

I don't have any problem with my internet since day 1. It must be two thing, outage in your area or your modem is capoute.

Since Fizz use Videotron network, maybe you can call them on the phone to check if their network have a problem. If not, then you will know it's maybe you modem and should contact Fizz support.

Mike
Mike

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If your two arrows are solid it means that you did not lost the connection, did you try to use the google DNS?

Pascal
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OH! Effectively! Saying to place the modem in a ventilated place is a bit of nonsense! It is true that any device should not overheat, but we are talking about a modem, not a video game system or a PC.

Unfortunately, the only solution available to you is to contact customer service by following link: https://fizz.ca/en/solutions or by Facebook messenger, so that they can resolve your problem network.

Maybe you could ask to have another modem? I imagine you already asked for it!

He must have a logical reason for all his network cuts. I would like to know the reason

Kurt
Kurt

Kurt

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Modems can get quite hot too though so I would definitely recommend to let it breath. Still though, I don’t think that’s a legit solution.

In this case I would contact Fizz to replace the modem. If the problem persists after replacing the modem, I would switch to another provider using DSL like bell, virgin, ...etc. Don't go with cable again (Videotron)