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

Activate your modem and check your plan
Restart your Wi-Fi modem
Check the status of the LEDs on your Wi-Fi modem
Try accessing the Internet using a browser, software or application
If the issue happens with only one device
Could the issue be the consequence of a recent change?
Restore your Wi-Fi modem to its factory settings

Your Wi-Fi network is not optimal, it’s slow or it cuts. Click here.

 

  1. Activate your modem and check your plan

    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.

  1. Restart your Wi-Fi 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 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. Check the status of the LEDs on your Wi-Fi modem

    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. 

  1. Try accessing the Internet using a browser, software or application

    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. If the issue happens with only one 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. 

  1. Could the issue be the consequence of a recent change?

    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. 

  1. Restore your Wi-Fi modem to its factory settings

    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. 

Internet Home Internet Technical issues