Answered question

Internet is down, my side or fizz server side?

On the modem page of settings if i look in docsis event, i got many critical error about SYNC timing synchronization failure. I tried resetting the modem 3 times.

Also on the status overview it say 01 january 1970..

Pier-Olivier
Pier-Olivier

Pier-Olivier

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Fizzy
Fizzy

Fizzy

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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.

Since one of the 2 arrows is off or flashing this means that you have a problem with the signal from the coaxial cable, it can be a problem in your sector.

More info here: https://fizz.ca/en/faq/none-my-devices-can-access-interne...

Please also check your Fizz account to make sure your plan payments are up-to-date.

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Other answers

Fizzy
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Hi Pier-Olivier

What do the LED lights on the front of the modem look like?

Which firmware version is on the modem?

Pier-Olivier
Pier-Olivier

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The third one going up ?upload? Is flashing green.

Pier-Olivier
Pier-Olivier

Pier-Olivier

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I already did that, but i’ll do it again, for my account its all good i checked and my months started few days ago

Fizzy
Fizzy

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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.

Unfortunately other cable internet customers have reported internet outages.
There is a noticeable spike in outages this evening:
https://downdetector.ca/status/videotron/

If the problem persists, please 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.

Whizz
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Team

Hello Pier-Olivier,

Apologies for the unpleasant situation.

I have verified your modem in my tools and it appears to be fully offline, but no issues with the grid are currently registered. Have you tried all the suggestions received from Fizzy? If yes, please reach us directly by chat or one of our Asynchronous forms such as Facebook Messenger/WhatsApp/ Apple Business so we can perform a few tests with you.

Thank you for your understanding.

Have a good day.
Catalin