Answered question

Internet drops a few minutes after each reset, what to do?

Hello,

I am desperately trying to find a solution. I've chatted with many agents, already, and even a Videotron technician came today, but my problem still persists.

My internet has been working fine for months, then it suddenly dropped. My devices can still connect to the network just fine, but none of them can access any resource on the internet. That is until I reset the modem, but then, the internet drops again about 1 to 5 minutes after each reset.

What's weird is that I can still manage to ping domain names (e.g. ping google.com) and I get a response from the resolved IP address. But I am unable to browse anything on the internet. This applies to both wifi and ethernet connections.

All the lights on the modem are fine and normal. So to the support agents, everything seems fine...

These are the things I tried (many times):

  • factory reset modem, via web interface and the reset button
  • reboot the modem
  • disabled band steering
  • connect only one device via Ethernet
  • tried 3 different coax outlets in my house
  • disable wifi, only using ethernet
  • changed the modem's default dns settings to use Google's (8.8.8.8 and 8.8.4.4)
  • used different ethernet cables
  • switched the ends of the coax cable
  • tried different power outlets
  • tried different ethernet ports
  • tried a new modem

A technician even came this morning to check it out. With my luck, at the exact moment the technician arrived, the internet started to work again before he even did anything! The technician was still nice enough to do some tests, and even installed a new modem for me. I tested the connection, and it seemed fine. Of course, 5 minutes after the technician had left, the problem snowed up again.

I am really desperate for a solution, as I need internet to work...

Thanks

STEPHANE
STEPHANE

STEPHANE

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Yoda
Yoda

Yoda

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It looks bad. Fizz looks bad. Despite all the efforts, problem remains unsolved.
As mentioned above, it could be interference, very bad interference at the WIFI level or coax cable. You mentioned many coax outlet, try to locate the main and tab you modem before the splitter. Check any week coax cable connectors. Last resort, shield the connector inside and outside your location.
Other possibility, modem misplacement, make sure it is well ventilated.

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Other answers

Mike
Mike

Mike

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Stephane, it seems an interference on the coaxial cable.

Mohammed
Mohammed

Mohammed

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check if your cable is connected with another modem.

STEPHANE
STEPHANE

STEPHANE

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Thanks for your suggestions. Regarding the coax cable, I just went ahead and purchased a new one. Unfortunately, still the same thing: internet is up for a minute or two, then it drops.

Yoda, I will attempt to try and connect to the main coax line before the splitter, but I'm not sure how to go about shielding a connector inside/outside my location...

Hi Stephane

Sorry you are having internet issues.

I think you will find improvement when you connect the modem directly to the main coax line.

If this is the case, you may benefit from a stronger signal by disabling the unused outlets. If you are currently using a splitter, try replacing it with a single line connector.

Otherwise if you continue to see interference on the main line, you should inform Fizz support. They may need to send another technician. This time, make sure the technician is available to recheck line after 5 minutes.

Stephane83
Stephane83

Stephane83

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I think fizzy have the good answer

Mike
Mike

Mike

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Stephane,
the tech changed the modem, test the line and it was ok at that time.

Can you ask to your neighbours if they have problems with the cable internet?

If they do not have if the cable from your house to the main line

So_AR
So_AR

So_AR

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