Router trouble, not casting any WiFi

Sebastian S. #40185 · February 2021

Hey all, first time this has happened, I noticed initially that my phone dropped the wifi connection yesterday saying it couldn't get an IP address from the wifi network. Other devices (my PC that also uses WiFi) continued to work. I decided to try a power off reset, after which the modem stopped casting any sort of wifi signal.
I let the modem sit overnight, came back this morning and still no luck. The lights on the front indicate it has an internet connection, however the wifi light is not on. Tried a factory reset and still the wifi will not turn on.
The modem is about 4 months old, to my knowledge nothing about the environment has changed. I live in a small apartment but I don't think this has anything to due with weak signals from other WiFi interference. I have maybe 3 devices connected to it at any given time.
Any and all advice is appreciated!

Mike · February 2021

Hi Sebastian

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

Whizz · February 2021

Hi Sebastian,
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:192.168.0.1 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:
https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it
Thank you very much for your understanding.
Have a good one!
Andrei

Router trouble, not casting any WiFi

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