I connected my device using a network cable, but my internet connection is slow. How do I fix it?

  1. Conduct a speed test

    Use the Fizz Wi-Fi app to conduct a speed test. This app is available free of charge on the Apple Store and Google Play.

    If possible, do multiple tests using various devices in different locations in your space.

    Compare the results obtained for download and upload speeds of your Fizz Home Internet plan.

     

    If possible, also conduct a speed test using a device connected directly to the Wi-Fi modem by a network cable (RJ45).

     

    You can also conduct a speed test using a speed test website or application of your choice.

    IMPORTANT: Make sure you choose a speed test that uses a local server. Some websites have test servers that are located overseas. This could skew your results.

  1. 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. 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. 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 deactivate 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. 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. Reset 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.

    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 the back of your Wi-Fi modem.