Answered question

Why isn’t modem connecting to internet ?

Worked on trouble shooting . Modem says still not connected to the wifi ?

Alexander
Alexander

Alexander

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Hi Alexander
 
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. If one of the 2 arrows is off or flashing this means that you have a problem with the signal from the coaxial cable, can be a problem with in your sector.
 
More info here: https://fizz.ca/en/faq/none-my-devices-can-access-interne...
 

If the led with the @ symbol is off, please check your Fizz account to make sure your plan payments are up-to-date.

Are you connected to the modem by wifi or ethernet cable? Does the problem affect both?
 
This guide can help you out: https://fizz.ca/en/faq/none-my-devices-can-access-interne...
 
If your problem is not the cable signal, you can try a factory reset.

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.

You can also contact customer support by chat
 
1- Click on this link: https://fizz.ca/en/faq/none-my-devices-can-access-interne...
2- The green chat bubble with the ? should appear after a few seconds in the bottom right corner.
3- Click on it, and select chat if available, or any other option
 

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Other answers

Alexander
Alexander

Alexander

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Everyone’s asking the same question. Is there a problem with the Internet services for Fizz. I’ve tried all the steps , I need to speak to an agent this is frustrating

Hi Alexander

You are correct. Multiple customers have reported internet outages.
There is a noticeable spike in outages this evening:
https://downdetector.ca/status/videotron/

I hope by contacting customer support by chat, they were able to provide you some help.
https://fizz.ca/en/contact-us

Alexander,
Sorry, It can be caused by an outage on the cabled network in your area (large winds).
I hope this morning, your internet connexion is working well as normal.

Whizz
Whizz

Whizz

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5000 / 5000
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Team

Hello Alexander,

We're sorry to hear that you're encountering a situation with your internet service. I checked your account and was able to only find a mobile plan. In this case, in order for us to do the necessary verifications on the account where you have the internet plan active and further help, I kindly invite you to contact us on any channel you'd prefer. You will find all the necessary information on how we can be reached, on this page: https://fizz.ca/en/contact-us

Thank you so much for your understanding.
I wish you a lovely day,
-Ioana