FAQs

FAQ

Internet Traffic Management Policy

Does Fizz apply Internet traffic management measures? Yes, Fizz applies traffic management measures, but only from the user to the Internet (upload), and for the 120 Mbps access.* Certain conditions (see below). Why does Fizz use Internet traffic management measures? Fizz wants to offer the best online experience to its members. Because the upload speed (from the user to the Internet) of the 120 Mbps access is high, Fizz uses traffic management measures to prevent some modems from slowing down the overall service, even momentarily. What kind of traffic is targeted? Fizz does not target any particular type of traffic, nor any specific applications or protocols such as peer-to-peer file sharing. Only data uploads (from the user to the Internet) made with the 120 Mbps* access are subject to traffic management. Download traffic (from the Internet to the user) is not managed. When and how does Fizz manage traffic on its network? Every 15 minutes, a system checks the traffic rate of each upstream channel (typically, one upstream channel serves a few dozen modems). If the traffic rate exceeds the threshold above which congestion occurs, the system identifies the 120 Mbps* modems in that channel that are uploading a large amount of data. The upload capacity of these modems is then given a low-priority rating. Based on the severity and time during which the congestion persists, the upload speed of these modems may then be slowed down. When the amount of data uploaded by the modems is diminished or the traffic on that channel reverts to a normal rate for which congestion is no longer an issue, the upload capacity prioritization will go back to normal, and speed is restored. Even when they are no longer prioritized, modems programmed for the 120 Mbps* access can use up all the upload
FAQ

What box size should I use to return my Fizz Wi-Fi modem?

Make sure to use the proper box to send back your Fizz Wi-Fi modem, and pack it properly. More specifically: The box must respect the guidelines set by Canada Post: What’s the best way to wrap a package for shipping? The box must be sufficiently resistant so the modem is well protected. The box should not be too big to make sure the modem is not tossed around (a box of size 12 ¼ x 9 ¼ x 5 ¼ inches is ideal). The modem should be snug and protected within the box. Nothing is taped on the modem, and the barcode is legible. The return label with your contact info printed by Canada Post is legible and affixed on the box. It is very important you return your Fizz Wi-Fi modem within the 15 days following the cancellation of your subscription, and that you protect it well so it is not damaged during transport, or else you will be charged the amount of $150 (plus applicable taxes). Once your Wi-Fi modem has been handed off to Canada Post, keep the receipt you’ll receive. On it, you’ll find the tracking number to follow your package. Read more : I’ve unsubscribed. How do I return my Wi-Fi modem? I’ve unsubscribed and want to return my modem. Where do I find my return ID number? What size box do I need to return my modem ? Find a deposit location I’ve unsubscribed. I want to return my Wi-Fi modem, but it’s lost or broken.
FAQ

I’m moving. How do I change my address for my Home Internet service?

Log into your Fizz account and click on My plans . Select your internet plan and click on Manage my plan . Click on Moving my service. Follow the instructions. You’ll have to: validate the availability of the Fizz Home Internet service at your new address; confirm your new plan; schedule your installation appointment at your new address; confirm your deactivation date at your current address. Don’t forget to bring your Fizz Wi-Fi modem with you at your new service address. I’m trying to choose my new plan for my new address, and I am told that Fizz Home Internet is not available. What do I do? Fizz Home Internet is not yet available everywhere. It’s currently available to many residential addresses in Quebec and Ontario. In time, the service will become available to a growing number of postal codes. The internet connection of a provider other than Fizz is still active at my new address. What do I do? If the person currently living in your new address is subscribed to a Fizz competitor, it is their responsibility to move their plan or unsubscribe. You can proceed with moving your Fizz plan to this address without worrying about whether they have initiated a move with their provider. A Fizz internet connection is still active at my new address. What do I do? If the person currently living at your new address is a Fizz member, it’ll be impossible to process your request for a Home Internet plan at this address. You’ll have to wait for that person to deactivate their own plan. I’m trying to select my plan for my new address, and I can’t select the speed I want. Why? Not all internet connections are created equal. You may end up moving from an area with high bandwidth
FAQ

What are the Wi-Fi technologies used at Fizz?

What type of equipment does Fizz use? Fizz uses an all-in-one Wi-Fi modem that includes a Wi-Fi router. This device ensures an exceptional online experience by optimizing Wi-Fi services throughout your residence and on all your devices. It utilizes 802.11a/b/g/n/ac standards for Wi-Fi connectivity. The benefits of using a Fizz Wi-Fi modem include: An all-in-one modem and router Powerful dual band support Secure wireless connectivity An easy configuration interface Works in conjunction with the Fizz Wi-Fi app so you can manage your service. Technical specifications for the Fizz CODA-4680: WiFi 2.4GHz : 802.11n double-bande 3x3 Wifi 5GHz : 802.11ac Wave 2 MU-MIMO 4x4 2.4GHz and 5GHz Wi-Fi band steering Wi-Fi band steering is a technology used to deploy dual Wi-Fi bands that allow compatible devices to primarily use the more powerful and less-problematic 5GHz band. With the band steering function, only one Wi-Fi network name will be displayed. Each compatible device will automatically connect to its optimal frequency (2.4Ghz or 5Ghz) to make the user experience seamless. Modifying this option is possible thanks to the Fizz Wi-Fi app: Choose ''My Wi-Fi'' Select your Wi-Fi network Advanced settings Band steering The Fizz Wi-Fi app is available free of charge in the Apple Store and Google Play Store. You can also adjust band steering using Fizz Wi-Fi modem user interface: 1) Open a web browser on any device and navigate to: 192.168.0.1 2) Connect using the following information: Username: cusadmin Password: xxxxxxxx (enter the new password you selected during initial configuration) 3) Navigate to to the following section to make any changes: Wireless → General settings → 5.0GHz → Band steering (Activate) If you do not remember the password you entered during setup, reset your Wi-Fi modem to its factory settings by pressing the reset button on the back of your modem
FAQ

How can I use my own Wi-Fi router with Fizz?

Disable the Wi-Fi feature of the Fizz Wi-Fi modem In bridge mode, the two (2) Wi-Fi radios built into your Fizz Wi-Fi modem will be deactivated, thus disabling its Wi-Fi capabilities. Open an Internet browser and enter 192.168.0.1 in the address bar. Identify yourself using the following login information: Username: cusadmin Password: **enter your Wi-Fi password** Select General Select Gateway Disable the option ''Residential Gateway function'' Click Ok Install your personal Wi-Fi router Connect your personal router as indicated in its user guide. Plug the network cable (RJ45) into one of the four (4) numbered ports of your Fizz Wi-Fi modem. If there's any issue with the connection, restart both devices (the Fizz Wi-Fi modem and your personal router). If you want to re-enable the Wi-Fi capability of your Fizz Wi-Fi modem, you'll need to reset it to its factory settings by holding down the reset button on the back of the device for ten (10) seconds.
FAQ

How do I manage an appointment for a technician to visit my service address?

How can I plan the visit of a technician? The process of booking an appointment varies depending on your reason for booking a technician. Important: A person over 18 years old must be present at the time of all technician appointments . If that is not the case, the technician must leave, and a new appointment will have to be scheduled. For multi-unit buildings, make sure you also have access to the building's wiring room. Here are some reasons why you may need a technician to visit your service address: You just subscribed . A technician needs to check/configure your connection and deliver your Wi-Fi modem. See: Choose your installation option in Subscription You need to add or relocate an outlet . See: I would like to add or relocate an outlet You’re moving . See: How do I move my Fizz Home Internet plan to a new address? You need to replace your Wi-Fi modem (it’s lost or not functioning correctly). See: I connected my device using a network cable, but I still have no connection to the internet. How do I fix it? You are unpausing your plan and no longer have a Wi-Fi modem . See: I unpaused my plan, but need a new Wi-Fi modem. How do I get one? Your Home Internet service was diagnosed by our Customer Service team with a malfunction , and a technician must make a service call. See: If the appointment is a service call (for repairs). How do I view my appointments? You can log into your Fizz account any time to see your past and future technician appointments. Service calls (for repairs) , however, do not appear in your account. To view your Fizz technician appointments: Log into your account and go to Manage plan . Click on
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    I moved to new address and created a new home internet plan but why my price is not same as BETA user ?

    I have moved to a new address and created a new plan for home internet. Since I was a beta user (signed up Jan 2019) I got 35$ for 60Mbps package. But when I moved the price is different 57$ for 60Mbps plan. Why can you please explain ? Also I am attaching the screenshot where it states clearly that the prices should be the same for BETA users. Waiting for your reply and hopefully adjusted my home internet plan. Thanks Iftikhar

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    Why I can’t subscribe to home internet??

    I am trying to subscribe to home internet but when I choose my address and apartment number it tells me fizz is not available for business addresses. But my address is fully residential. I tried putting the number of the apartment next to me directly and it works like magic. Can someone help me what to do? Is there any number I can call them at? Thanks 

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    Can I stop home internet while on vacation?

    With a home internet plan, am I able to temporarily stop my internet service while I’m on vacation for a couple months so I don’t have to pay the full monthly fee while I’m away?

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