My device cannot connect to Wi-Fi. How do I fix this?

  1. Make sure your Fizz Home Internet plan has been activated

    To verify that your plan has been activated:

    > Log into your account and go to My plans.


    Even if your plan hasn’t been activated, your Wi-Fi modem may be broadcasting but you will not be able to access the internet.

  1. Reconnect to your Wi-Fi network

    The default username and corresponding password for your Wi-Fi network are written on a sticker on the back of your Wi-Fi modem (Default Wi-Fi network and Default key).


    The process for reconnecting to your Wi-Fi network may vary from one device to another. Here are two examples:

    Laptop: Settings → Network and internet → Wi-Fi

    Smartphone: Settings → Connections → Wi-Fi


    You may need to completely disconnect your device from the Wi-Fi network using Forget this network. Follow the same steps above to access this option.

    If the Wi-Fi modem's band-steering function is disabled, select the 5GHz Wi-Fi frequency band (if the device allows it).

  1. Restart your Wi-Fi modem


    1. Unplug the power cable on your Wi-Fi modem.
    2. Once it's unplugged, make sure all the lights on the modem turn off.
    3. Wait ten (10) seconds.
    4. Plug your modem back in. Expect a three (3) minute delay for your devices to reconnect to your Wi-Fi network.


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

  1. Make sure the issue is not caused by a recent change

    See if the malfunctioning Wi-Fi network is caused by one of the two (2) types of following changes.

    A change to your Wi-Fi modem’s settings:

    • Changes to the password, network name, etc.
    • Changes to the channel, ports, IP parameters, DHCP, etc.
    • Changed parental controls, encryption, etc.


    A change to your home:

    • Changes to your outlet configuration
    • New heated floors, bricks, aluminum, etc.
    • New wireless devices, surveillance cameras, etc.
    • New furniture, mirrors, etc.


    Restoring your Wi-Fi modem to its factory settings may be an easy way to resolve this issue.

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

    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.


    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.