Answered question

Major speed issue in ottawa/Gatineau region?

Hi, I'm in the Ottawa/Gatineau area and getting major speed issues in the evenings for the last month. Anybody else with speed issues? I'm on the 60 mb plan and running 1 netflix and 2 xbox and the speedtest is at 2 mb.

I tried everything with this modem without any results. So i'm thinking the modem cannot take the load (it as a very week cpu) or there is congestion in my area/neighborhood.

Martin
Martin

Martin

User level
Level
0
82 / 100
points
Fizzy
Fizzy

Fizzy

User level
Level
4
5000 / 5000
points

Hi Martin

Sorry you are having internet issues.

If it happens next time, please unplug the Fizz modem from the wall outlet for 2 minutes. Then restart it and try a speedtest using a device connected to the modem by ethernet cable.

If the problem continues, you can try factory reset of the modem by pressing and holding down the small button behind the modem for 10+ seconds with a sharp object like paper clip.

If there is no improvement, you can contact customer support by chat, from 8 AM to 9 PM every day:

1- Connect to your Fizz account by clicking « Login » in the top right corner at fizz.ca
2- Any ad blockers in your browser should be disabled.
3- Open a Fizz help page like this one: https://fizz.ca/en/faq/i-connected-my-device-using-networ...
4- The green chat bubble should appear after a few seconds in the bottom right corner.

Did you find this useful ?

No (0)

Yes (0)

0% of users found this answer useful

Other answers

Lieux
Lieux

Lieux

User level
Level
4
5000 / 5000
points

Martin reach Fizz to see what they can do for your problem. Chat with Fizz.
To chat without problem:
First, connect you to your fizz account.
Then contact them at: https://fizz.ca/en/faq/what-payment-methods-can-i-use
Wait a few seconds to see the green chat bubble down to the right of the page.
When you see it, click on it.
Your chat session begins with Fizz
Please, desactivate the ad blocker on your browser.
Or you can send a message on messenger https://facebook.com/fizzca

Martin
Martin

Martin

User level
Level
0
82 / 100
points

Chatted with support 3 times with no solutions. Reboots and factory reset didn't change anything

Lieux
Lieux

Lieux

User level
Level
4
5000 / 5000
points

Martin did you ask...again...for a technician to your place to check the modem and the signal? I think it would be good. Good luck. It’s supposed to be ok.

Fizzy
Fizzy

Fizzy

User level
Level
4
5000 / 5000
points

Hi Martin

Does the problem happen with wifi only? Or also when you connect your device by ethernet cable?

If the problem happens with WIFI only, you may want to consider using your own router.
You can put the Fizz modem in bridge modem and plug in your own router:
https://fizz.ca/en/faq/how-can-i-use-my-own-wi-fi-router-...

To be sure when the speed seems slow turn off all your devices then do few speedtest.net or videotron speedtest to have an objective info. Like fizzy said maybe it's the wifi try to change the chanels for a less busy. This modem can take much more speed than fizz supply. Good luck

Hi Martin,
Sorry that you are experiencing speed issues.
If you do not get more speed after the different steps suggested by other users, you should contact Fizz support.
To do so, log into your Fizz account.
Make your way to the Solution Hub.
On the help page pertaining to your issue, click on the chat bubble located in the lower right-hand corner.
The chat service is available every day from 8 a.m. to 9 p.m. EST. The chat bubble won’t appear outside of these business hours.

Hi Martin,
Major speed issues for a full month is not normal. You should contact Fizz support :
First log into your Fizz account.
Make your way to the Solution Hub.
On the help page pertaining to your issue, click on the chat bubble located in the lower right-hand corner.
The chat service is available every day from 8 a.m. to 9 p.m. EST. The chat bubble won’t appear outside of these business hours.

Martin
Martin

Martin

User level
Level
0
82 / 100
points

So here is what I tried about my speed issues

Reboot modem
reset modem
Disconnect eveything except wired computer
Run the same number of device/streams during the day.

Conclusion

At 20:00 the speed drops to 2 mb. Connections drop constatnly
At 10:00 Speed stays at 58 mb with no disconnection.

So it really looks like a network congestion on the Fizz side.

Can Fizz know how many clients are in my neibothood to confirm theory.

Lieux
Lieux

Lieux

User level
Level
4
5000 / 5000
points

Martin the only way to answer your question is to ask it directly to Fizz...

Fizzy
Fizzy

Fizzy

User level
Level
4
5000 / 5000
points

Hi Martin

If the speed drop is not attributed to another device in your household, then I would suggest to contact Fizz support. They will create a ticket for the issue and will make the necessary adjustments to the network as warranted. If the internet works well during the day and the speed drops during the evenings, it looks like there is congestion in your area.

Hi. I understand that you tested correctly the line. My only suggestion is to contact Fizz ( https://fizz.ca/en/contact-us to make some tests because it seems that indeed is some congestion in your area in the evenings.