Answered question

Experiencing intermittent high latency?

Today, while gaming, I noticed lag spikes to the point it even disconnected me.

So I checked the jitter and made a ping test. I've seen a ping of over 7000ms and during my ping test through command prompt, I got 7% packet loss.

Please help as I work remotely and affecting my work.

Steps done with your chat service:

1. Power cycled modem
2. Powered down modem, remove coaxial, changed power socket, waited 5 minutes and put everything back in.
3. Factory reset the modem.

None of these has helped remediate the issue



User level
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User level
5000 / 5000

Hi Donovan,
I understand and I'm sorry for the inconvenience you're currently experiencing.
Would you kindly please unplug the coaxial cable from the coaxial outlet and the modem respectively, wait for about 30 seconds, then plug it back in the outlet first and then in the modem, then restart it?

Also, please perform a factory reset of the modem by using a sharp object to press on the small button in the orifice behind the modem for 15 to 20 seconds, then let the modem reboot itself and test the connection.

Following this, please change the connection bandwidth from 2.4GHZ to 5GHZ as shown here below:
The modification of this option is possible thanks to the mobile application Fizz Wi-Fi:
Choose: ''My Wi-Fi''
Select your Wi-Fi network
Select: ''Advanced Settings''
Band Steering ''On/Off''

This change can also be applied through the Wi-Fi modem user interface:
1. Log in at: from the web browser of any device.
2. Log in using the following information:
Username: cusadmin
Password: xxxxxxxx (Password you chose during initial setup)
3. Go to the next section to apply changes:
Wireless → General Settings → 5GHz → Band Steering (Disable)

I checked on your account and on your connection signals where I can see that they are within the optimal parameters, with no package loss or broadcast congestion.

There is also no incident or maintenance work being performed in the area that could've caused the disruption.

More helpful details can be found here:

Thank you very much for your understanding.
Have a good one!


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