Answered question

Keep loosing connexion to the Internet after plan upgrade.

Upgraded from 30 to 60Mbps. Went into effect in the afternoon. Lost connection to the Internet. Had to power off the modem and then turn it back on. Solved the issue, but now it's happened multiple times during the evening.

Issue is not specific to Wi-Fi and the home network is still accessible by all my devices.

Can confirm the upgrade was successful as i ran a speedtest.

Please note i am using my own router, paired with Fizz's modem.


Hi Alexandre

What do the modem lights look like after losing internet?

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 from the coaxial cable, can be a problem in your sector. For this kind of problem, you must contact Fizz support.

More info here:

If the led with the '@' symbol is off, please check your Fizz account to make sure the plan payment was taken correctly.

If the problem is not the cable signal, you can 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 will need to put the modem back in bridge mode to use your router.

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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