Answered question

Why my internet is intermitent?

My WIFI is disconnecting each 3 minutes. Is there a way to stop this or is this the maximum quality possible. It is very disappointing.

Nathalie
Nathalie

Nathalie

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Hello Nathalie,

Apologies for the unpleasant situation.

I have verified your modem's connection and everything seems fine.Also, I have looked over the connection to your devices there are currently 11 devices connected. This amount is too high for your current plan as the speed through wi-fi is divided by the amount of connections. Please perform a factory reset and test out with only 3 devices to see if the issue still persists. If yes, I suggest to follow the steps @Mike has provided.

Thank you for your understanding.

Have a good day.

Catalin

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Other answers

Mike
Mike

Mike

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Hi Nathalie
 
Sorry you are having internet issues.
 
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. 
 
It seems to me an interference if this problem happens only in WiFI (it can be a microway, an interference with your neighbours)
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. 
 
Keep in mind that the maximum speed of your plan is the total bandwidth speed shared among all users in your home. 
 
Try to connect to your modem with ethernet cable or with the Fizz app, this will give you an accurate measure for the speed test. 
 
Does the speed issue happen with wifi only or also with Ethernet connection? 
 
If the problem is happening with wifi only, you may benefit from disabling auto channel selection in your modem admin settings, and selecting a specific channel. You can find the channel which is least congested by using a smart phone and downloading a WiFi analyzer app, which will show you the channel usages of nearby devices. 
 
To change the channels: 
 
1- Connect to your Wi-Fi network.  
2- Open the browser on any device, and enter the address 192.168.0.1 
3- Log in using these credentials: 

  • Username: cusadmin 
  • Password: (Enter your password, the one you chose when you initially configured your network) 

  • 4- In the green bar, select Wireless. 
    5- Then select: General settings → 5 GHz and/or 2.4 GHz →Wireless channel 
    6- Select a different channel. 
     
    If there is no improvement, you can contact customer support by chat at anytime 24/7: 
    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