Internet dropps off

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Evgeny B.
Evgeny B. Posts: 1 ✭✭
in Internet
My internet is not reliable. Sometimes it drops off.

Answers

  • Mike
    Mike Posts: 20,759 ✭✭
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    Hi
     
    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-internet-wi-fi-or-using-cable-how-do-i-fix-it
     

    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-internet-wi-fi-or-using-cable-how-do-i-fix-it
     
    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-internet-wi-fi-or-using-cable-how-do-i-fix-it
    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
     
  • StefanM
    StefanM Posts: 1,453 ✭✭
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    Please try to reset the modem and switch it on/off again.
  • Gabriele G.
    Gabriele G. Posts: 167 ✭✭
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    Try to restart your model by unplugging / replugging it. If it does not fix your issue, you may have some problem with your line so I would recommend to contact the Fizz support.
  • MichelP
    MichelP Posts: 8,733 ✭✭
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    Evgeny,
    Have you tried to do a reset of your modem?
    Does it work?
    If you still have problems with your internet connexion,
    for technical help, you need to contact the Fizz customer service by chat.
    First, log to your Fizz account.
    Click on:
    https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it
    Click on the green interrogation point down to the right of the page and click on the green chat bubble.
  • Whizz
    Whizz Posts: 19,216 admin
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    Hi Evgeny,
    Thank you very much for reaching out to us.
    I understand and I'm sorry for the inconvenience.
    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 congestions.
    There is also no incident or maintenance work being performed in the area that could've caused the disruption.
    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.
    More helpful details can be found here:
    https://fizz.ca/en/faq/my-wi-fi-network-cutting-how-do-i-fix-it
    Have a good one!
    Andrei
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