My Wi-Fi network is cutting out. How do I fix it?

  1. Take note of the various sources of attenuation of your Wi-Fi signal

    The waves in your Wi-Fi network may be attenuated by various obstacles and sources of interference, causing decreases in speed and partial or complete disconnections of your internet connection.


    Sources of interference include:

    • Nearby Wi-Fi networks
    • Surveillance cameras
    • Baby monitors
    • Microwave ovens
    • Etc.


    Obstacles to Wi-Fi waves include:

    • Construction materials (concrete, aluminum, etc.)
    • Heated flooring
    • Mirrors
    • Windows
    • Etc.


    Recommendation: If you are unable to change your environment to limit sources of Wi-Fi signal attenuation, it would be better to use a network cable (RJ45).

    A cable is included in the original box of your Fizz Wi-Fi modem.

  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.


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

  1. Consider adjusting your Fizz Home Internet plan to better meet your needs

    Which speed should I choose?

    Here are some examples of average usage:

    speed choose


    Note: The speeds above occur when the wireless connection is optimal, without interference or congestion.

    Multiple users or devices share your internet connection’s bandwidth.

    Some of the devices connected to the wired or Wi-Fi network could also be using bandwidth in the background.

  1. Test each of the two (2) frequency bands of your Wi-Fi modem

    Your Fizz Wi-Fi modem uses by default the to frequency band steering technology. When this function is disabled, the Wi-Fi modem will display two (2) frequency bands, 2.4 GHz and 5 GHz. 


    The modification of this option is possible thanks to the mobile application Fizz Wi-Fi:
    1. Choose: ''My Wi-Fi''
    2. Select your Wi-Fi network
    3. Select: ''Advanced Settings''
    4. Band Steering ''On/Off''


     The Fizz Wi-Fi app is available for free at various online stores (Apple Store and Google Play Store).


    This change can also be applied through the Wi-Fi modem user interface:

    1. Log in at: from the web browser of any device.

    2. Log in using the following information:

    Username: cusadmin
    Password: xxxxxxxx (Password you chose during initial setup)
    3. Go to the next section to apply changes:

    Wireless → General Settings → 5GHz → Band Steering (Disable)


    If you do not remember the password you entered during setup, press and hold the "Reset" button behind the modem to reset your Wi-Fi modem back to its factory settings.

  1. Try manually selecting different Wi-Fi channels on your modem

    A series of channels are available on each frequency (2.4 and 5 GHz) of your Wi-Fi modem. Interference can have an impact on these channels.
    Manually changing the channels used for your Wi-Fi connection can improve your modem’s signal. 

    There are two ways to manually change Wi-Fi channels.

    Option 1: With the Fizz Wi-Fi app.

    1. Once in the app, choose My Wi-Fi.
    2. Select your Wi-Fi network.
    3. Select Advanced settings.
    4. You’ll see Wi-Fi 2.4 and Wi-Fi 5. Select a different channel for each frequency.

    Choose a channel that’s far from the one your modem currently uses, and test it for a few days to see whether things improve or not. Ex. Go from channel 6 to 11. Or, from channel 6 to 1.

    Option 2: With a browser.

    1. Connect to your Wi-Fi network. 
    2. Open the browser on any device, and enter the address
    3. Log in using these credentials:

    • Username: cusadmin
    • Password: (Enter your password, the one you chose when you initially configured your network)


    4. In the green bar, select Wireless.
    5. Then select:

    • General settings
    • 5 GHz and/or 2.4 GHz
    • Wireless channel


    6. Select a different channel.

    Choose a channel that’s far from the one 
    your modem currently uses, and test it for a few days to see whether things improve or not. Ex. Go from channel 6 to 11. Or, from channel 6 to 1.

  1. Temporarily turn off all other devices that are using your Wi-Fi network

    For testing purposes, leave only one device connected to your Wi-Fi network.

    If possible, perform a test with a different device to ensure that the issue is not caused by the initial test device used.

  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.