My Internet service is not working. What do I do?

If your Home Internet plan is brand-new and you received your modem by mail, login to your account at Fizz.ca and activate your modem to enjoy the speed associated with your plan.

How to activate my modem

If a technician came by to install your modem, then no need for you to activate your modem. The technician did it for you.

For an internet service move, your plan will automatically be reactivated at the new address on the selected date. No action is required on your part.

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 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.

A list of the lights of your Wi-Fi modem and the different possible states: 

Display

🔌 Power

• 🟢 On (Lit): The modem has power.

• 🔁 Blinking: The modem is not powered.

• ⚪ Off: The modem does not have power.

⬇️ Downstream

• 🔁 Blinking: The modem is searching for the downstream frequency.

• 🟢 On (Lit): Downstream frequency is locked (1 channel only).

• 🟢🟢 On (Lit): Downstream frequency is locked (channel bonding).

• ⚪ Off: Not scanning.

⬆️ Upstream

• 🔁 Blinking: The modem is searching for the upstream frequency.

• 🟢 On (Lit): Upstream frequency is locked (1 channel only).

• 🟢🟢 On (Lit): Upstream frequency is locked (channel bonding).

• ⚪ Off: Not scanning.

🌐 Online

• 🔁 Blinking: The modem is establishing a connection with the Fizz network.

• 🟢 On (Lit): Modem is operational.

• ⚪ Off: Modem is offline.

⛓ Ethernet

• 🟢 On (Lit): Ethernet is enabled.

• ⚪ Off: Ethernet is disabled.

📶 Wireless 2.4GHz

• 🔁 Blinking: The 2.4 GHz wireless network is enabled, and data is being transmitted or received.

• 🟢 On (Lit): The 2.4 GHz wireless network is enabled, but no data is being transmitted.

• ⚪ Off: The modem has no power or wireless is disabled.

📶 Wireless 5GHz

• 🔁 Blinking: The 5 GHz wireless network is enabled, and data is being transmitted or received.

• 🟢 On (Lit): The 5 GHz wireless network is enabled, but no data is being transmitted.

• ⚪ Off: The modem has no power or wireless is disabled.

🔌 USB

• 🟢 On (Lit): A USB device is plugged into the USB port.

• ⚪ Off: No USB device.

Image of the modem lights

IMPORTANT: If all Wi-Fi modem LEDs are off, it may be a simple power supply issue. 
 
Make sure the power cable is securely connected at both ends. 
 
If it is plugged in using an extension cord, remove it completely. The same advice applies if the modem’s power cable is plugged into a multi-outlet. 

Here are some examples of web browsers you could use:

Google Chrome
Microsoft Internet Edge (Internet Explorer)
Mozilla Firefox
Apple Safari
Etc.

If the glitch is limited to one browser, one website or only one application, uninstall the browser or application from your device. 

1. Check the Wi-Fi function on your device to make sure it’s on.  

2. Check if the airplane/offline mode is activated. 

3. Restart your device: Completely turn off your device and wait ten (10) seconds before starting it. Following its startup cycle, the device must authenticate again to the Wi-Fi network. 

A malfunctioning Wi-Fi network could be caused by one of the two (2) types of following changes: 

A. A change in your connections: 

• Power cord 

• Coaxial cable (with the screw-in end) 

• Network cable (if your device is connected to the Wi-Fi modem with a RJ45 network cable) 

Even if nothing has been touched recently or everything seems well-connected, check each of the connections listed above. 

IMPORTANT: These cables must be well connected at both ends.  

B. A change to your Wi-Fi modem’s settings, such as: 

• Changes to the password, network name, etc. 

• Changes to the channel, ports, IP parameters or DHCP, etc. 

• Changed parental controls, encryption, etc. 

If the malfunctioning of your modem matches with changes made to the parameters here above, you may need to reset your Wi-Fi modem to its factory settings to resolve this issue. 

IMPORTANT: This will reset any changes that have been made to your Wi-Fi modem settings to date. You may also need to reconfigure your devices’ Wi-Fi settings (network name, password, etc.). 

Using a small, sharp object, press the modem’s reset button for 10 seconds. 

• CODA-4680 model: the reset button is located behind the Wi-Fi modem.  

• CODA-5610Q model: the reset button is located under the Wi-Fi modem.

Once your modem has restarted, follow the same instructions you used when you initially installed it. 

Reminder: The default username (Default Wi-Fi network) and password (Default key) for your Wi-Fi network are written on a sticker on your Wi-Fi modem: 
- CODA-4680 model: look at the back.  
- CODA-5610Q model: look under.