I connected my device using a network cable, but I still have no connection to the internet. How do I fix it?

  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.

  1. If possible, connect another device to your Wi-Fi modem

    To test whether the wired connection is functioning, use the cable to connect another device to your Wi-Fi modem.

    If the second device can connect to the Internet, then you are encountering a software or hardware problem with the first device. Refer to the device manufacturer or a specialist to resolve this issue.

     

    You must restart your Wi-Fi modem every time you connect a device via cable to the modem.

  1. If you’re using a computer, use an antivirus software to scan it for viruses and other malware

    It’s possible that your device is unable to access the internet because of malware.

    Make sure you carry out a complete scan of your system using up-to-date security software.

  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. If you’re using a computer, make sure it automatically obtains its IP address

    Your computer must obtain a valid IP address from the Wi-Fi Fizz modem (dynamic IP vs. fixed IP) in order to access the Fizz Home Internet service.

    The location of these settings may vary from one device to another. Here are two examples:

     

    PC: Settings → Network and Internet → Network and Sharing Center → Ethernet → Properties → Internet Protocol Version 4 (TCP/IPv4) → Properties → General et Alternative configuration → Select: 

    • Obtain an IP address automatically
    • Obtain DNS server address automatically
    • Obtain a private IP automatically

     

    Mac: Click on the apple → System preferences → Network → Configure IPv4 → Via DHCP

     

    This configuration is also necessary when using version 6 protocol (dynamic IPV6 - automatic).

  1. Make sure there is no proxy server configured

    A proxy server is an intermediary between your devices and the internet; this type of configuration can prevent you from accessing the internet.

     

    The location of these settings can vary from one device to another. Here are two examples:

    PC: Settings → Network and Internet → Proxy

    • Turn off Use a proxy server

    Mac: Click on the apple → System preferences → Network → Advanced → Proxies

    • Uncheck Web proxy

     

    If you have voluntarily configured a proxy server, disable it temporarily to test your internet connection.

  1. Temporarily disable your security software or application

    This type of software could be responsible for your poor internet connection.

    To test your connection to the Internet, temporarily disable this software or application.



    The process of disabling software and apps may vary from one device to another. Here are some examples:

    To uninstall security software on a PC:

    1. Settings
    2. Applications
    3. Choose the security application you wish to uninstall
    4. Uninstall

     

    To uninstall Windows Defender:

    1. Open the Start menu
    2. Settings
    3. Updates and security
    4. Windows Defender
    5. Virus & threat protection
    6. Virus & threat protection settings
    7. Toggle off Real-time protection

     

    To disable the Firewall on a Mac

    1. Click on the apple
    2. System preferences
    3. Security & privacy
    4. Firewall
    5. Click Firewall off

  1. Reset your device’s network settings

    IMPORTANT: This process may also reset your settings for Wi-Fi, Bluetooth, etc.

    Some corrupted network settings can compromise your access to the internet.

     

    The location of these settings can vary from one device to another. Here are two examples:

    PC: Settings → Network and internet → Reset network settings → Reset now → Yes

    Mac: Click on the apple → System preferences → Network → Advanced → TCP/IP → Renew DHCP lease

     

    This option will not be available on all platforms.