Answered question

Why is there no Wan IP address in modem?

Lost internet connection, no IP address on the modem's wan interface. Tried rebooting, disconnecting power and cable. Down for over 6h now. Any help appreciated!



User level
1 / 100

Hi Alexandre

Sorry you are having internet issues.

Please try unplugging your modem from the electrical outlet for at least 1 minute. Also unplug the coaxial cable from the coaxial outlet and the modem respectively, then plug it back in the outlet first and then in the modem, then try restarting the modem.

Check the led status lights on the modem. If one of the 2 arrows is off or flashing this means that you have a problem with the signal, the coaxial cable can be a problem in your sector. For this kind of problem, you must contact Fizz support.

Also please check your Fizz account to make sure your plan payments are up-to-date.

If there is no improvement, you can also try a factory reset of the modem by using a sharp object to press and hold on the small button found behind the modem for 10+ seconds, then let the modem reboot itself and test the connection.
Be aware that you may need to redo the modem configuration.

More info here:

If the problem continues, you can contact customer support by chat:

1- Connect to your Fizz account by clicking « Login » in the top right corner at
2- Any ad blockers in your browser should be disabled.
3- Click on this link:
4- The green chat bubble should appear after a few seconds in the bottom right corner.

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User level
5000 / 5000

Hello Alexandre,

We're truly sorry to hear about this situation. I personally checked your account and while indeed the modem previously appeared offline for a period of time, currently it's online and all the modem signals are well within norms. I also checked the connectivity over the past few days and this seems to have been an isolated case.

I can suggest in this case to make sure that all your cable connections are properly inserted, both in the modem and the electrical outlet and if by any chance such a situation arises again, it's also a good idea to test the modem in a different outlet as well.

If by any chance you need further assistance regarding this, please don't hesitate to reach out to us:

Have a wonderful day!