FAQs

FAQ

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

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. Restart your Wi-Fi modem Unplug the power cable on your Wi-Fi modem. Make sure all the lights on the modem are off once you have unplugged it. Wait ten (10) seconds. 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. 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: Choose: ''My Wi-Fi'' Select your Wi-Fi network Select: ''Advanced Settings'' 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: 192.168.0.1 from the web browser of any device. 2. Log in
FAQ

How can I recover my Wi-Fi password?

With the Fizz Wi-Fi app and another device If you used the Fizz Wi-Fi app with another device, you’ll be able to share your password from that device. Take this other device, and open the Fizz Wi-Fi app. On top of the screen, click on Show Wi-Fi password. You’ll see the name of your network, and you’ll be able to share its password several ways. With a computer If you have a computer connected to your Wi-Fi network, open it and follow these instructions (Win10): Make sure you're connected to your Wi-Fi Network. Open the list of available Wi-Fi networks. Select Network and Internet Settings. Click on Network and Sharing Center. Select the Internet connexion named as your Wi-Fi network. Select Wireless Properties. On the Security tab, click to show the characters. With a computer and your Internet browser Connect a device to your Fizz Wi-Fi modem with a network cable. Open an Internet browser, and enter 192.168.0.1 in the address bar. Identify yourself using these credentials: Username: cusadmin Password: a) It is possible that your browser kept your Wi-Fi password. If so, keep going. b) If you had configured an ADMIN password different from your Wi-Fi password, enter it here. Once you’re in: Select Wireless Select General settings In the lower right-hand corner, you’ll see your password. As a last resort If none of the above options work out for you, your last resort option is to 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.). Using a small, sharp object, press the reset button located behind the modem for 10 seconds. Once your modem has restarted, follow the
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 locationI’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 to one
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
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    Unable to modify home internet plan?

    I am attempting to modify my home internet plan but get a popup saying I cannot modify my plan until after 2020-02-29. However, it is currently 2020-03-17....

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    Change been done before Home Internet being installed?

    Hi Fizz! I did the request to install the home internet in March 11th. I scheduled to install Match 19th but it was already charged in March 11th. I understood the payment will occur when the internet starts to work and this day (probably 19th) will be the payment anniversary. Please, can you check this for me?

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    Why are upgrades not activating (Still show "Pending activation" after 2 months)?

    - Last February, I added 2 upgrades to my home internet: --- $2 rebate upgrade --- $1 rebate upgrade - After adding both upgrades, an overlay showed "Pending Activation" on each of them. - When I clicked the upgrades, a message showed that they would activate March 2nd "This upgrade will be activated on the Home Internet plan being used at [home address] on 03.02.2020." - Came March 2nd, the message changed to "This upgrade will be activated on the Home Internet plan being used at [home address] on 04.02.2020." - I took a screenshot of those messages and added a reminder to myself to come check on April 2nd - Came April 2nd (today), the message changed to "This upgrade will be activated on the Home Internet plan being used at [home address] on 05.02.2020." - Since I first added the upgrades in February, I haven't removed them, they've stayed in those boxes waiting activation 1. Why aren't my upgrades activating 2. Why each month, my upgrades planned activation date is delayed an additional month? Thanks for your help.

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