Answered question

Wi-fi Connected but no internet. Wired has internet.

I am a new client and received my modem yesterday. Fizz's router wi-fi has a lot of range but keeps losing connection to internet for the first 24 hours. Now it is not even connecting. Wired still has 130mbps/20mbps.
Default settings on wi-fi.

I have now spent two hours with a wifi-analyser app and selected other channels.
I decoupled 2.4G and 5G and set them to channel 4 and channel 48 because they were unused, neighbours are far.
Airtime fairness is disabled.
Band steering is disabled.
I also disabled wi-fi on other routers to make sure Fizz's router was the only one emitting.

What else can I try?
Is the unit defective?

Eric
Eric

Eric

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Hello Eric,

I apologize for the error you've encountered, I suggest you reach out to our support where you can have this situation resolved.
Our contact methods can be found on the following FAQ https://fizz.ca/en/contact-us, you need to be connected into your account and click on Help, which is on mid-right of your screen, then click on Contact Us, or simply click on the link I've provided.
Keep in mind that the answer on Facebook messenger is not in real-time and a delay can be between your question and our answer, that is why I suggest you contact us by chat for a better resolution in realtime.

Have a good one!
Nicolae Bogdan

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Other answers

Hello Eric,

Is the wifi not working for Any devices? Have you tried with several or only one?

Also, have you tried to power cycle the router and also the device itself?

Hi Eric

Check the 2 bottom lights on your modem. These are lit green when your 2.4 GHz wifi and 5 GHz wifi frequencies are on, respectively.

Logon to your Fizz modem settings at http://192.168.0.1/login.htm
to confirm the wifi settings, get your SSIDs and wifi password.

Go to your device's wifi settings and look for these SSID name.

If the wifi issue persists, you may need to reset your modem to factory settings and start over.
Press and hold down on the small button behind the modem for 10+ seconds with a paper clip or other sharp object.

Samuel
Samuel

Samuel

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It could be defective. You should contact Fizz support so they can arrange for a new one to be sent over.The technician should also double check your coax connection.

Eric
Eric

Eric

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Tested wi-fi with my Google Pixel 3 and Samsung Galaxy S7.
2 desktop PC are working fine with a wire.
Power-cycled the router by disconnecting the cable.
The unit is on the ceiling in the basement, no heat source or anything special around it.
Wired speedtest are at 130mbps.
Yesterday I was speedtesting the wi-fi at 130mbps without any problems.
Today it is just not connecting to the internet.

I already went the usual way with 192.168.0.1 and changed SSID names and channels.

Will do a factory reset now.

Eric
Eric

Eric

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Factory Reset is done and wi-fi is back online. Let's see if it still works in 24 hours...

Congratz on getting wifi to work again!

If the channels reset, you may need to set them to those channel 4 and channel 48 again.

For future note, when modifying the modem settings, try not to make too many changes at the same time.

Eric
Eric

Eric

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Note: The channels and other settings were changed AFTER it lost connection. Doing a Factory Reset just set it back to what it was when it stopped working after 24 hours but it started to work again. Nothing to understand there, it seems purely random.

Eric
Eric

Eric

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The wi-fi is still losing internet every few hours while the wired connection is still online.

Eric
Eric

Eric

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I tried contacting Fizz with Facebook Messenger.
Is there a number I can call? A help ticket system?

It is quite unusual to have a defective device after a day...