Having trouble working from home (VPN or not)?

  1. Make sure your Internet access works properly

    Without connecting to your VPN, test your access to Internet. Test with other devices as well.

  1. Restart your modem.

    1.    Unplug the power cable on your Wi-Fi modem.

    2.    Make sure all the lights on the modem are off once you have unplugged it.

    3.    Wait ten (10) seconds.

    4.    Plug your modem back into the electrical outlet. Expect up to a three (3) minute delay to allow your devices to reconnect to the Wi-Fi network.


    Recommendation: It is more effective to restart your Wi-Fi modem by unplugging its power cable instead of pressing its power button.

  1. Dedicate a Wi-Fi network to your work station

    You can dedicate a “guests” network to a portion of the users in your house in order to keep the main network for you: your kids or co-tenants will use a network parallel to yours.

    With the Fizz Wi-Fi app:
    1. My Wi-Fi
    2. Guests Wi-Fi network
    3. Configure to your liking
    4. Activate the Guests network

    Via the WebGUI:
    1. Enter in the address bar of the web browser of any device.

    2. Connect using the following credentials:

    • Username: cusadmin
    • Password: xxxxxxxx (the password you chose when you initially set up)


    3. Make your way to the following section to make the changes:
    Wireless → General settings → Guests

  1. Try connecting using a network cable (Ethernet)

    If you’re having trouble connecting to your VPN using the Wi-Fi connection, do the test by connecting a network cable (Ethernet) between your computer and your Fizz Wi-Fi modem.

    You can use any one of the 4 ports at the back of the Wi-Fi modem.

  1. Try deactivating the band steering function

    1. Deactivate the band steering function. Instructions here.
    2. Rename the two frequencies (2.4 and 5.0 GHz) identically.
    3. Choose identical passwords for the two frequencies.

    Letting the device choose the frequency it prefers could help the VPN to work better.

  1. Think about adjusting your Fizz Home Internet plan so it meets your needs

    Sequence your usages, whether you work via VPN or not; be sure to leave the bandwidth to this task first.

    Speed drops are possible if your plan is not sufficient for your needs or if several users are using your Internet access at the same time.

    Some devices connected to the Wi-Fi network could also be using the Internet access in the background.

    For example:

    • Operation system updates
    • Photo album synchronization
    • Online hosting (Cloud)
    • Etc.

    Here are a few approximate examples of average use:

    Type of service Bandwith Data Consumption
    • UHD 4K: 6 to 10 Mbps
    • 1080p: 4.5 Mbps
    • 720p: 2.5 Mbps
    • 480p: 2 Mbps
    • UHD 4K: 2.7 to 4.5 GB/hour
    • 1080p: 2 GB/hour
    • 720p: 1.1 GB/hour
    • 480p: 450 MB/hour
    Music streaming
    • Audio quality: 320 Kbps
    • Audio quality: 96 Kbps
    • Audio quality 320 Kbps: 50 MB/hour
    • Audio quality 96 Kbps: 44 MB/hour
    Video streaming
    (Other than YouTube)
    • High video quality: 5 Mbps
    • Medium video quality: 2.5 Mbps
    • Low video quality: 256 Kbps
    • High video quality: 2 GB/hour
    • Medium video quality: 1 GB/hour
    • Low video quality: 115 MB/hour

    Video conference

    (Skype, Facetime and others)

    • 7 people: 8 Mbps
    • 5 people: 4 Mbps
    • 3 people: 2 Mbps
    • 7 people: 8 Mbps: 3.6 GB/hour
    • 5 people: 4 Mbps: 1.8 GB/hour
    • 3 people: 2 Mbps: 900 MB/hour


    The flows shown in the table are when the wireless connection is ideal, without interference or congestion.

  1. If no solution is working, test without the Wi-Fi function of the Fizz modem

    How can I use my own Wi-Fi router with Fizz?