Answered question

Is my Modem defective?

Losing wifi internet almost every day.
After resetting it seems to go back to normal, yet it will fail the next day or 2 days after.
I'm really interested in finding the cause, I live in a relatively small appartement with my gf and 30mpbs never was a problem.

I'm no necessarily losing wifi, its just that the modem/router seems to log off any phones by saying "denied access to network". Every other wifi devices such as smart light or google home stay connected and have internet without issue or delay.

It seems like Fizz is using a modem that likes to lock people out of their own home. I've never been able to use the Fizz app to check the internet speed , its 1:Either crashing or 2 :Taking a ton of time to reach the modem yet speed is fine.

On wired speed test its fine.
Also, its seems that the modem is very slow and freeze on his own , stopping any wifi signals and limiting its power to simple internet trafic. In other word, I can't access the modem with http://192.168.0.1/. Its an eternal loop.
It will work for 5 minutes after resetting the modem.

I am aware such "tech box" can be bothering, but its not even one year old and seems to act like a 7 years-old router.

I may very well switch company because of covid working at home is getting stressful with any reliable internet, considering FIZZ isn't strong on its support.

I'm also aware that the servers that fizz are using are quite crappy, some streaming services just don't work with fizz since its an underground low quality line.

Lunisford
Lunisford

Lunisford

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Gilles
Gilles

Gilles

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Hi, in all respect the 30mbps is not the problem, nor the distance. Small appart, maybe chanel interférence.

Personal experience, I drop fizz router (put it on bridge mode) and use my own asus router. Day and night, lada vs tesla, since no complais (wife work from home and university student at home)

If you can try your own router, asus are costly (mine is 300$) but a good router is around 100$, some asus can be found at thoses prices) fizz harware is a good modem but an avrrage router.

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Other answers

Mike
Mike

Mike

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Lunisford

Did you try to do a factory reset?

If any changes have caused a problem, you can factory reset your modem at any time.

Using a thin, pointed object, hold the restart button on the Wi-Fi modem for 10+ seconds.

Once your modem has restarted, follow the same instructions as when you first installed it.

IMPORTANT: this operation will reset any changes that have been made to the settings of your Wi-Fi modem to date. You may also have to reconfigure the Wi-Fi settings of your devices (network name, password, etc. .)

The default username of your Wi-Fi network, as well as the corresponding password, are written on a sticker affixed to the back of your Wi-Fi modem (Default Wi-Fi network and Default key).


I will try to disable the band steering, your Fizz Wi-Fi modem uses by default the to frequency band steering technology. When this function is disabled, the Wi-Fi modem will display two (2) frequency bands, 2.4 GHz and 5 GHz.

1. Log in at: 192.168.0.1 from the web browser of any device.

2. Log in using the following information:

Username: cusadmin
Password: xxxxxxxx (Password you chose during initial setup)
3. Go to the next section to apply changes:
Wireless → General Settings → 5GHz → Band Steering (Disable)

Also I will try to fix the wifi channel

From the web interface
General settings → 5 GHz and/or 2.4 GHz →. Wireless channel

Choose a channel that’s far from the one your modem currently uses, and test it for a few days to see whether things improve or not. Ex. Go from channel 6 to 11. Or, from channel 6 to 1.

You can also try to contact the support

1- Click on this link: https://fizz.ca/en/faq/i-connected-my-device-using-networ...
2- The green chat bubble should appear after a few seconds in the bottom right corner. Click on it
3- Select chat

Fizzy
Fizzy

Fizzy

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Hi Lunisford

Based on the information you have provided, it could be that the 30 Mbps plan is insufficient for your usage and/or number of devices.

Here are the recommendations from Fizz: https://fizz.ca/en/faq/which-speed-should-i-choose

Keep in mind that the maximum speed of your plan is the total bandwidth speed shared among all users in your home. If you require higher speed, you can opt to upgrade your plan speed up to 200 Mbps.

If you believe your current plan is sufficient for your usage and you have many wifi devices, you may benefit from putting the modem in bridge mode and using your own router.

Here are other useful troubleshooting tips from Fizz: https://fizz.ca/en/faq/having-trouble-working-home-vpn-or...

If there is no improvement, you can contact customer support by chat at any time 24/7:
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.

Lunisford
Lunisford

Lunisford

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@Mike
Factory Reset (Hard reset) is a temporary workaround that camouflage the real issue. Works, but still only for a time, and its a pain to reconnect every thing. I indeed didn't complete the overhaul of tips and trick about the bandwidth. I'm just aware that sometime band steering will re-activate on its own which isn't so fun fun. I intend to split every wifi items I have in my appartement between my 2 wifi band. Even there, when the wifi crash, its both that gets frozen and turn on and off (Light is still fine on 5gh and 2.4ghz)

@Fizzy
30mpbs is plenty sufficient for 2people. Internet is not slow, the modem is and the router can't seem to connect with some devices. (Like mentioned its like the modem freeze any administrative right and logs) The wifi come and goes (In the wifi list on the phone)

This problem was occurring with only 2 devices active on the network.