My Wi-Fi network is not working. It’s slow or it cuts. What do I do?

Issues with your Internet?

Select Network scan in the tools section of the Fizz Wi-Fi app to diagnose and fix issues with your Wi-Fi network.
Reminder: Use the same credentials as your Fizz account to log into the app.

Open the Fizz Wi-Fi app

To download the Fizz Wi-Fi app:

appstore google play

You internet connexion is not working at all? Click here.

 

  1. Activate your modem

    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. Try accessing the internet using a browser, software or application

    If the low speed is limited to one browser, one website or only one application, uninstall the browser or application from your device. 

     

    If the situation remains unchanged after you reinstall the browser or application, consult support for this particular product. 

     

    Here are some examples of web browsers you could use:

    Google Chrome
    Microsoft Internet Edge (Internet Explorer)
    Mozilla Firefox
    Apple Safari
    Etc.

  1. Connect another device to your Wi-Fi modem

    If you are directly connected to your Wi-Fi modem, try connecting another device to it to test whether the wired connection is functioning. 
     
    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. 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.). 

      

    Locate the reset button at the back of the Wi-Fi modem and using a small, sharp object, press it 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.

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